Complaints

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around Sept 29 I scheduled a bulk pickup of a couch and was given a pick up date of September 22. Around 5:00 I called to let them know that the couch had not been picked up. I was informed that the truck had until 6:00 pm. The truck never showed. **** was expected all weekend so my husband and I carried the couch back inside. On Monday I called and asked when they were coming and was told they would be there Tuesday the 26th. We carried the couch back down again and towards the end of the day I called again and was told they had until 6:00 and when I questioned if they could contact the driver I was told no but they would send an email. Once again we had to bring the couch back inside since they did not show and rain was expected. When I called the next day I was told that they would pick the it up on the 29th, and here we go again bringing it back down to the curb. I called multiple times that day to confirm that they would show and of course they did not. So we brought the couch back in. On October 3rd I called again and was informed that I was scheduled for October 6th. So down again goes the couch. I called the morning of the 6th and wad told by a very rude customer service representative that I was on the schedule. At 3:00 that day I called customer service and once again was told they had until 6:00. Each time I called I explained that I have had several scheduled pickups in the past. It is now 6:00 and at 4:30 I called asking for a supervisor and explained my issue I was told a supervisor would call me back and as of 6:00pm no call and no pick up. This company is my regular garbage company. They bought Solterra waste mgt who I was a customer of. Solterra bought ***************. I have not changed companies in 30 years but now I may have to. It is not right that we were given pick up days by the company and they never showed. Never mind having to bring down the couch to the curb to only have to bring it back up. We are not young.

  Business response

  10/16/2023

  The customers couch was scheduled for pickup on Sep 22, Sep 29, and Oct 6. Unfortunately, that information did not correctly make it to our pickup team on multiple occasions, resulting in our customer service team providing the customer with incorrect information. The couch was picked up on the morning of October 9, at no charge to the customer.  We apologize for the inconvenience.  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I HAD GARBAGE COLLECTION WITH IWS AFTER MY PREVIOUS GARBAGE COMPANY SOLD THE ***** TO IWS. I PREPAID GARBAGE COLLECTION WITH IWS FOR 1 YEAR OF SERVICE. WITHIN THIS ONE YEAR OF SERVICE IWS SOLD THE ***** TO WM. IWS WAS NO LONGER OUR GARBAGE COLLECTION COMPANY STARTING ON JULY 1ST. I CALLED AND ASKED ABOUT MY REFUND BECAUSE I HAD PAID FOR 1 YEAR OF SERVICE AND WAS NO LONGER GOING TO RECEIVE THAT FROM IWS. I WAS TOLD THAT IT TAKES 1 MONTH TO GET THAT PROCESSED, I GAVE THEM THE BENEFIT OF THE DOUBT AND WAITED. I DIDN'T RECEIVE MY REFUND BUT WAITED UNTIL THE END OF AUGUST TO CALL AGAIN. I PROVIDED THEM WITH MORE THAN ENOUGH TIME TO REFUND ME MY MONEY. I WAS TOLD THAT THE REFUND WAS OFFICIALLY PROCESSED ON AUGUST 30TH, PRACTICALLY 2 MONTHS AFTER SERVICE WITH IWS ENDED. I CONFIRMED MY REFUND ADDRESS OVER THE ****** I RECEIVED AN EMAIL FROM IWS TO CONFIRM THE ADDRESS, I RESPONDED AND CONFIRM THE ADDRESS ONCE AGAIN. I WAITED ANOTHER 2 WEEKS AND STILL DID NOT RECEIVE MY REFUND, I CALLED AGAIN AND I ASKED THE REPRESENTATIVE ON THE ***** WHEN I WOULD BE RECEIVING MY REFUND AND WAS TOLD SOON HOPEFULLY IN THE NEXT FEW DAYS. I CALLED THEM TODAY 9/11/23 WAS TOLD THAT I NEEDED TO WAIT ANOTHER MONTH TO RECEIVE MY MONEY, THAT IS ABSOLUTELY RIDICULOUS. I AM NOT WAITING ANOTHER MONTH FOR MY REFUND WHEN SERVICE WITH IWS ENDED ON JULY 1ST. I DID MY PART AND PAID FOR THE SERVICES YET, I AM NOT RECEIVE THE MONEY THAT IS DUE TO ME. IWS IS THE MOST DISFUNCTIONAL COMPANY THAT I HAVE EVER HAD TO DEAL WITH AND THIS IS NOT THE FIRST PROBLEM THAT I HAVE HAD WITH THEM. I JUST WANT TO MY REFUND SO THAT I NEVER HAD TO DEAL WITH THEM AGAIN. THE REFUND THAT IS DUE TO ME IS $118.72 I NEED ASSISTANCE RECEIVING MY REFUND BECAUSE I CANNOT WAIT ANY LONGER AND WANT MY IS MINE!

  Business response

  09/18/2023

  The original refund should have been processed shortly after account cancellation and available no later than early August (refunds can take up to 30 days to be processed through our system).  The customer notified us of the delay and the refund was processed on 8/30.  Customer would have received the refund check by end of September, so when they called in on 9/11 to inquire about status, they should not have been told it would be another month before they received a check.  IWS sent a check on 9/12 via overnight mail, and it was delivered on 9/13.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my trash collection services with this company on 4/13/23. We are billed every three months for trash collection with this Company and prior to cancelling we had paid through June 30th, 2023. I was told that we would receive a refund for the portion of this trash pickup period that has not been used. Despite multiple calls and attempts to reach this company regarding answers as to when I will receive my refund I have not been provided one, and continue to get passed off to different staff who claim that I will receive a refund but it never comes.

  Business response

  05/09/2023

  To ensure the quickest possible turnaround time, its recommended that refunds be processed using the original payment method on file.  There was an issue processing the refund to an alternate payment method, but it has since been resolved.  The customer's refund was processed on 5/5/23.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  You keep missing the pick up of recyclables 2 dumpster on one side and one dumpster on the other all the time why you get paid for this and youve been here for years and you atill cant get it right. Im so rired of dealing with incompetent peoe like yourselves, if you don't want rhe pick up job then say so and stop acting like its not important. Your actions say different loud and clear.

  Business response

  03/15/2023

  On 3/1/23, IWS received a call from the customer regarding service issues.  The issue was escalated to our operations team for investigation, and the account has been placed on a watch list for monitoring by both operations and customer service.  On 3/3/23 and 3/13/23, a customer service supervisor reached out to customer to check in.  A voice message was left for the customer with our supervisors direct extension.  We will continue to monitor the account to ensure proper service.
  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I bought a laundromat that was originally called *********** and changed the name to Classic Clean.I called Action Carting Environmental and told them that I wanted to continue garbage collecting services and only wanted to change the name of the account from *********** to Classic Clean.Afterwards, we got our first **** of $230.05 for the month of **** and immediately paid for it. Then in the following weeks, we got another **** for the month of **** $417.12. We called the company and were told that the $230.05 was paid under the name *********** for the month of ****. Our **** for Classic Clean for the month of **** was $417.12.We do not believe we should have to pay for both *********** AND Classic Clean since the services provided were for one laundromat and plus, we already called ahead of time to make sure that the name of the account was changed. So since our official **** for **** was $417.12 and we already paid $230.05, we decided to send the company another check of $187.07 to total $417.12. Then we cancelled services starting July.I have texted the employee ******* and was told that he will fix the issue. But it has not been fixed. Today, August 5th, we received a voice message from the company saying that we still owe $223.62 for the month of **** since we only sent a check of $187.07 to them, and that we have to pay or else the account will be handed over to collections. I called the company and told them I had already paid $230.05 during the start of ****. They just didnt deposit the money under Classic Clean. They put it under the name ***********. But I was told there was nothing they can do and that I should contact *******.So I called *******. No answer. I texted them. He tells me to contact him Monday. This is the third time I am contacting him about billing issues. He says he will update the billing issue, but nothing has happened.Here is laundromat account info:Clasico Clean / account#****** / *****************************************

  Business response

  08/10/2022

  We apologize for the misapplied payment.  The customers payment of $230.05 has now been applied to the correct account.  The account is current and closed out, and no further action is required.  A voice message has been left for the customer.

  Customer response

  08/10/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved to greenwood lake a month ago and contacted the village to let them know that they bins that were put on my property are much too big and that I am medically limited in maneuvering them due to their size. The bins i was provided for a 1 x 4'9/90lb human's home is twice the size as the bins every other home in the village has. The village said that IWS is the proper channel in which to swap the bins for the 64gallon. I have contacted IWS at least 15 times, spoken to various people who try to push me off and blow me off. Every person has said they would call me right back and never do. On top of this they collect trash late, sometimes days late. I cant keep bins of this size at the bottom of my small driveway so I am left having to maneuver them around my rock driveway in order to get in and out on these days which has caused me to exacerbate my medical condition and cause further injury. I have received a plethora of excuses from them and then they say they will get back to me but never do. They now refuse to respond to me entirely. Its unacceptable and unprofessional.Management needs to do their jobs and MANAGE. They need to get me the 64gallon bins or take them from another home and inflict these 96gallon bins on someone who does not have medical limitations and/or a bigger property, with a paved driveway. I am tired of having to waste my own work days, babysitting their job, while I am also having to do my own.

  Business response

  07/21/2022

  Interstate Waste Services offers trash and recycling cans ranging in size from 32 gallon to 96 gallon.  At the time the customer signed up for service, 64 gallon cans, which are normally offered in the area,were not available, so we delivered 96 gallon cans temporarily while we waited for a new supply of 64 gallon cans to arrive. 
  
  Our agreement with the ************************* calls for customers to contact ************ town hall for normal trash and recycling can requests (replacement cans, extra cans, etc).  However, this was not a normal request, as we had delivered temporary cans, which led to confusion by our team about who to contact to resolve this issue.
  
  Someone from the *** customer service management team reached out to the customer to resolve the issue.  Replacement 64 gallon cans were delivered on Wednesday July 20.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩