Complaints

• Initial Complaint

  05/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today is May 5, 2024. Buffalo Bio Diesel services the grease and oil pickup for my location. I have trouble reaching anyone when I reach out to the company. It’s usually a recording that answers. They missed their scheduled pickup. I did have success reaching out to the sales representative personal phone. It’s now been 14 days past time to pickup and the grease has started to have a chemical reaction causing it to overflow.. On Monday April 29,2024 notified them it is overflowing. They suggested I clean it as best as possible and they will be to pick it up asap. On May 2, 2024 I notified them the problem is getting uncontrollable due to the chemical reaction. It just keeps bubbling and overflowing the buckets we used to clean up the spill. They told me they are experiencing shortage of drivers in my area told me it would be picked up Saturday May 4,2024.. Today is May 5, and still no answer to my problem.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To Whom It May Concern, I am reaching out on behalf of *** **** ****, located at **** *** ****** ******* in Saugerties, NY, to file a formal complaint against Buffalo Bio-Diesel. Despite repeated attempts to engage with them over several months, we have received no response regarding a pressing issue that significantly impacts our operations. Issue Description: A container unit belonging to Buffalo Bio-Diesel is currently situated on our premises. We have reason to believe this arrangement was made by a former restaurant manager without proper authorization or consultation with our establishment's ownership. We do not have a formal agreement signed by ownership with Buffalo Bio-Diesel on file for the placement or use of this container, and it has become imperative that it be removed due to ongoing construction activities. Efforts to Resolve: Repeated Contact Attempts: We have made multiple phone calls to Buffalo Bio-Diesel, seeking dialogue and resolution. These attempts have been consistently overlooked, with no returned calls or acknowledgment of resolution-in-progress. Website Communication Barriers: In accordance with instructions found on Buffalo Bio-Diesel's website and other BBB complaints against them, we attempted to submit removal requests through their designated form. Each submission resulted in an "error on the form" message, effectively preventing us from placing a formal request. Additionally, the absence of direct email contact options has further restricted our ability to communicate. Impact on Operations: The presence of this container disrupts our ongoing construction and renovation efforts, causing delays and logistical challenges. Without resolution, our project timeline and business operations continue to be adversely affected. Thank you for your attention and support in resolving this issue.

  

  Business response

  03/15/2024

  One of our representatives was in contact with someone named **** ***** about this issue and no resolution was decided at this point.  Removal request are to be submitted in writing.  I will submit this complaint as a written request, and someone will attempt to reach out if more information is needed.  Once this is approved the removal will be added to the schedule with no definite date of removal.  

  

  Business response

  04/09/2024

  A pre-suit letter was sent to customer.  Removal has not been scheduled, that was a mistake.  Can the customer please call us directly to discuss this matter so that we can resolve it for them?

  Customer response

  04/10/2024

  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.   Thank you for removing the tank.
  
  Regards,
  ******* *****
  
  
  
  
  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were considering using Buffalo Diesel services and decided not to because of bad reviews and a vat that did not fit well where we needed to put it. Never signed any paperwork and do not have a contract, but they dropped off huge vat and will not pick it up or return calls or emails. We need this off of our property immediately.

  

  Business response

  02/23/2024

  Our records indicate that an employee named ****** at this restaurant requested service from Buffalo Biodiesel.  Due to the request of service a container was shipped to this restaurant.  Our records show that they have been speaking with the sales representative however we have not received a written request for the removal of the equipment.  All removals are to be submitted in writing per company policy.  I will forward this complaint in hopes that it will be accepted as a request however I would advise the restaurant to send an email to ************************************ as well.  

  

  Business response

  02/27/2024

  The written request to remove the container in question has been received and therefore the container will be picked up in the order in which requests are received,

  Customer response

  02/29/2024

  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. Is there a way to expediate my spot in line for pick up considering the written request was made in January and they just never acknowledged it?
  
  Regards,
  
  ***** *****
  
  
  
  

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve been contacted by my city to move the oil receptor from one side of my building to the other. I do not own the receptor to that is Buffalo Biodiesels job to move. Their phone numbers displayed are both not working. I also would like to receive my check from the oil they have taken. But since I can’t them I have no money. This business is run extremely irresponsible. Their drivers who collect the oil don’t even get to contact the company. The fact that BBB gave this business an A+ makes me wonder the validity of the BBB and its standards.

  

  Business response

  02/15/2024

  The containers provided have wheels on them so our suppliers can move them wherever they would like.  The phone number should be provided on the sticker that is on the container, I have just personally verified that that number is in working order.  If a representative is not available there is an option to leave a voicemail.  We do get back to all suppliers, however we are short-staffed and have over 20,000 accounts so if a message was missed, we do apologize.  The information provided in the complaint does not identify what business this is, so I am unable to confirm any information regarding a payment.  Most of this information is outlined in the service agreement signed by the suppliers and they should refer to it as needed.  The suppliers’ opinion of how Buffalo Biodiesel operates is noted.  The fact that we do have a A+ rating is proof that we operate professionally and within the scope of the law.  Like all business we cannot be perfect, and I am sure that the supplier making the complaint has not been perfect themselves.  While complaints to the BBB do not afford special treatment, due to the suppliers claim that “their phone numbers displayed are both not working” I have reached out to the Customer Service Manager to reach out.  This should satisfy the desired outcome listed in the complaint.  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased *** *** *********** *** **** **** ******* ******** ***** ** on September 18, 2023. We have made several calls ( 16), and to Buffalo Biodiesel to REMOVE the vat from our property.-- Nearly 5 months later and no return call or removal of the VAT. Our messages were detailed with our names, emails, name & address of the facility and phone numbers where we could be reached. No attempt has been made by this company to return a call or remove the VAT. My husband spoke with someone ( unsure of the name) 3 weeks ago who said he would send some type of email with a form for us to sign to confirm we were the owners so the tank could be removed. Just like the calls, we never received the email. Our final attempt to have the tank removed was today, February 7. We called and also sent a message through their Website asking them to REMOVE their tank within. In 5 days, the area where the tank sits will no longer be available for the tank giving us no other choice than to remove & dispose of the tank ourselves.

  

  Business response

  02/08/2024

  All removal requests are to be submitted in writing.  This can be done by certified mail or by sending an email to ***************@********************.  This information was communicated to the complainant on January 5th, 2024.  Additionally, the customer service representative sent emails to the complainant with that information.  If it was not received it could be due to an incorrect email or the email being directed to their spam folder.  In regard to a 5-day window, this is most likely not feasible as removal requests are completed in the order they are received, and removals are done when drivers are available to complete a removal.  Just because a complaint is made with the BBB does not speed up the process.  I will submit the complaint as a request to see if it can be scheduled for removal however is suggest that the proper steps are followed, and an email or certified letter is sent.   

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/16/23, a Buffalo BioDiesel truck was spotted on our private property unloading a large used cooking oil container. The office manager advised the driver he did not have permission to do so. The driver was advised he must remove the container. Driver said he got permission from a tenant. Driver was advised that the tenant is not authorized to place anything on our exterior private property. The driver agreed to wait in his truck while the property owner was contacted with the understanding the container would need to be removed. Instead, the driver took off. The office manager beeped and tried to get him to stop, but he took off. This is recorded on security camera, including the license plate #. The company has ignored multiple voice messages and emails, including an email to CEO ***** ********, telling them the container must be removed. Since Buffalo Biodiesel abandoned their container on our private property, on wheels in proximity to a river, causing an environment hazard, the property owner must hire someone to remove the container.

  

  Business response

  11/21/2023

  Unfortunately, I need the business address of the restaurant that ordered the container to investigate the matter specifically.  The most likely scenario is that the business signed a binding contract which would explain the reason why the container was left.  I would advise the complainant to reach out to our attorney Cory at ********** to discuss this directly.  Our customer service department is short staffed, and it may take a couple days for a representative to respond to a message.  Seeing how this complaint is not from an individual not doing business directly with Buffalo Biodiesel, the customer service department may have reached out to the restaurant directly.  If the container is not supposed to be there then in theory it would be empty if it was just dropped off so I do not see how an empty container would create an environmental hazard, even if it is on wheels.  I would recommend that the property owners not waste their money on having the container removed and consult with Cory at the number provided above first.  I do apologize for the miscommunication and Buffalo Biodiesel will work with the property owners to find a resolution.  

  Customer response

  11/21/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.    The container must be immediately removed TODAY. This is a multi tenant property; anyone can put something in the container, which is on wheels and could be moved/spilled. Further, the driver was told at the time of the drop off that this is private property and the owner did not authorize it. The driver said he would wait to remove it, then drove off. All of this was recorded on security camera footage. It is on the company to immediately remove it.  Regards, ****** ********

  

  Business response

  11/27/2023

  Even if we could remove it today the complainant has still not provided the location and name of the restaurant.   We cannot find a resolution if we do not have all the information.  Again, the most likely scenario the container was left is because the restaurant signed a contract.  Has the complainant aske the restaurant if they signed a contract?  In my previous response a direct number to our legal team was provided to the complainant to clear that issue up.  

• Initial Complaint

  11/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  WILL NOT answer calls ro pick up their tank to get it recycled DOES NOT RETURN CALLS 9 MONTHS

  Customer response

  11/15/2023

  This is locates at **** **** **** Will not service the tank or return phone calls foe 9 Months 

  

  Business response

  11/29/2023

  We have records of speaking with individuals associated with this account about the removal of the tank.  They have been advised it has been scheduled for removal, however we do not have a definite date.  I have sent a message to the ***** in hopes to escalate the removal of the container however removals are done in the order that they are received.  We will pick up the tank as soon as possible and we apologize for the time it has taken.  

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this report on behalf of **** ******* ****** ***, who is located at *** ** ***** ** ******** ** *****. For the past 6 months myself and other representatives from **** have tried to get in contact with Buffalo Biodiesel Inc, because we want to terminate the contract that they have with us. We have called several times for the last 6 months, left voice messages, and until todays date we have received no call back and no response, to the point where our Restaurants oil waste container is full and im requesting for them to come and pick it up with the waste and take the container itself because of their bad service. I need them to accept my release from the contract, and to pick up their container this is something that happens on the regular. I have resorted to require services from another contractor who is reliable and responsive.

  

  Business response

  11/07/2023

  This restaurant is under contract so any messages left would be forwarded to the legal department.  If they have not reached out yet that means they have not gotten to the request.  If they would like to speak to our attorney directly, they may contact Cory at **********.  Our records show that each time a request was made for service it was completed in a timely manner.  Most recently a request for an oil pick up was made on 11/6/23 and is currently on the schedule and should be completed within a couple of days.  We do apologize that nobody has reached out directly, we have a sever staffing shortage.  We attempt to call everyone back, if possible, at times when we call, we do not get an answer, we simply do not have the resources to continuously call back.  As stated above we will come to recover the oil however the container will be left at this time.  I will additionally send a message to the legal department in hopes they will reach out sooner.  This account appears to have been serviced within the terms of the contract.  

  Customer response

  11/08/2023

  I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  I have contacted Corey and will continue to wait for his response no later than Friday of this week. I expect to have this issue resolved since I'm looking to terminate the contract. I called and left a message October 24, no one got back to us and assumed services where not going to be done, since we called several times and no answer. It so happens that November 6, when I put in the complaint, we scheduled services, we did not we tried scheduling weeks before. Please get someone from your legal department contact me so I can get this issue resolved and situated I am no longer interested in continuing with this company, if things don't move forward, I will also contact our lawyers to get this terminated.   ******** *******

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a contract with Buffalo Biodiesel, Inc dated 7-23-21. This contract is only signed by us, the business owner, but never by the Representative for Buffalo Biodiesel, Inc. The reps name is Hang Z**. We have been operational with disposing our cooking oil since September, 2022. In 14 months, we have estimated we have dumped about 1400 gallons of used cooking oil in their vat. We are suppose to be paid within 30 days after the oil is picked up at a rate of .25 cents per gallon. We have received one check in all of 14 month for $38. We have only received (2) oil purchase receipts in 14 months. On October 26, Bio Rep Hang, came to us and said the Chinese Restaurant on the other side of the plaza had their oil stolen, and he noticed our locks were cut off our vat. We checked the cameras, and found 2 men in an unmarked van get out earlier this same morning around 6am and take the oil out of the vat. It took 3 minutes. Rep claims it wasn't his people. My husband and business owner called the rep later that afternoon questioning on where the oil has been going since we haven't received only one check. Has it been being stolen all along? We called our local police and after him, Sgt. ******** speaking with other businesses in our City, he is convinced the Biodiesel company themselves are taking the oil. Apparently No. One Chinese Restaurant has never received a check. And there are others. My only concern is to be rid of any dealings with this company. After reading Google reviews it is clear that the businesses leaving a 5 star review are being rewarded. The BBB reviews are horrible as well. This company claims they are A+ with the BBB. Now, Biodiesel has called our local police to report a theft that the oil was stolen out of our vat. A day or 2 after we did. They have a sticker on their vats for a $5000 reward for any information leading to lost/stolen oil. Nothing with this scenario or even prior to this incident makes sense.

  

  Business response

  11/01/2023

  In this response please be advised that I am not a lawyer and am replying as a representative of Buffalo Biodiesel.  If Legal matters need to be discussed they may reach out to our attorney, Cory directly at *********
  For the matter of checks.  We leave a receipt each time we pick up oil, it is attached to the tank.  This is so that you can keep your receipts for your records in case of a dispute.  If they can provide any receipts, they have not been paid for we will gladly get them paid accordingly.  The statement “We are supposed to be paid within 30 days after the oil is picked up” is false.  As it can be seen from the picture that was included in the complaint it clearly says, “BBD will make all payments for WVCO within 30 days of demand by seller via phone, email or fax”, Plainly put this means the seller needs to call for payments.  Additionally, due to the circumstances of this complaint it should be noted that we cannot pay for the oil that has been stolen.  The pictures of the van attached to the complaint is not the property of BBD.  I have attached a picture of what all our vacuum trucks look like.  Again, putting it plain terms this supplier is being robbed, please see **************** for more info on oil theft.  Sgt. ******** is more than welcome to call BBD and we can provide him any information he needs. 
   The bottom line of this complaint is that the supplier and BBD are being stolen from.  I do not see how a third party stealing from this restaurant and BBD constitutes bad business practices by BBD and warrants a complaint.  I would advise this supplier to call once their container is about 50% full to reduce the possibility of theft.  The responsibility to call for pickups is also outlined in the contract.  
  
  

  Customer response

  11/02/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The response does not address the fact we have only received (2) receipts for oil pickup in the past 14 months. Furthermore, neither pickup was requested by the owner, so we always thought it was "automatic" to have our oil picked up 1x month.  Since we have only received 2 receipts, and oil has been picked up regularly, does this mean the oil has been stolen 12 out of 14 months? Why has BBD not alerted us prior to October 26th? Why has BBD not called the police prior to October 26th? The article that was presented in the BBD response is erroneous, as it only proves it is possible for a company to steal from themselves and create another scenario using the media. Since our contract, attached in original complaint, was only signed by an owner of ******** ****, LLC, and was not signed by anyone representing BBD, we would like to walk away from any further business dealings with BBD, and most importantly have their vat removed ASAP.  Regards, ******* *****

  

  Business response

  11/02/2023

  There are only two receipts because we have only been there twice.  The rest of the time the oil was stolen.  There was a letter mailed on 8/11/21 that should have included a copy of the contract and the attached letter.  The letter outlines a lot of frequently asked questions and informed the responsibility of the restaurant to call for pickups.  To answer the question of why the restaurant was not informed of the theft is because we were unaware of it.

  I understand that the service wants to be terminated with Buffalo Biodiesel, I also understand there is a claim the contract is not valid due to it not being signed by Buffalo Biodiesel.  Due to it being a contractual matter that would need to be handled through our attorney, Cory whom I have already provided direct contact information for.  I will send him an additional message and he will reach out when he gets to that message.
  Ultimately this complaint was filed due to the restaurants believe that BBB had collected oil that was not paid.  This is false as I have explained, and the restaurant provided proof, the oil was stolen.  I have put in a request for the oil picked up on 7/11/2023 to be paid out.  The most recent pickup in October will not be included in that request as it may take up to 90 days for tickets to be entered into the system (also can be found in the letter sent on 8/11/21).  The request to terminate service has been sent to our attorney.  There should be nothing else needed for this complaint.  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has left a grease/oil tank on our property from a prior business and refuses to pick it up. We have been speaking with them since May 2023 and it's October now and they no longer return our calls or emails and have just left this large tank filled with grease on our property. we don't know what else to do but this is a horrible situation possibly creating health hazards and environmental hazards as well. We are looking into further actions against them, but we don't recommend anybody using them as they are a completely unprofessional and unresponsive company.

  

  Business response

  10/18/2023

  There seems to be some confusion with this account.  A removal was requested and scheduled earlier this year however the tenants started to use the equipment.  The new tenants also stated the VAT was in a common area and not an issue.  The newest request for removal was done a few days ago and has been sent off for approval.  This is not a fast process and will be completed as soon as possible.  

  Customer response

  10/19/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  this is not true. We contacted them beginning in May of this year and they requested a pick up that never happened. We talked to them again throughout the many months since May we informed them that this tank is on our property not in a common area it was left by a restaurant next-door to us that had permission to put it there from the previous owners, but not from us. That restaurant closed a new restaurant opened up in their space. they do not have nor have they ever had permission to use this tank and again this tank is in our parking lot, not in a public area, but this restaurant is continued to use it and creating a potential hazard as a result. We’ve been telling them all along that this needs to be removed that the current restaurant or the company has permission to leave this tank or use it. This needs to be picked up immediately. Regards, **** *********

  

  Business response

  10/19/2023

  Our records show that the new restaurant indicated they were using it.  We have received the removal request and will get the removal completed asap which is the resolution being sought.  There is no exact time frame to completion, but it will get done.  

  Customer response

  10/19/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  we will inform that restaurant they are not allowed to use that, nor have they ever had permission to use it, and that this is in dispute and being picked up. Because this request is gone back since May all we want is some sort of timetable, we understand and have always understood that might take some time, but when we spoke on the phone last, we were told less than two weeks and that was almost a month ago now. again we have only ever sought the removal of this and a timeframe would be greatly appreciated given how long we’ve been dealing with this.   Regards,  **** *********

  

  Business response

  10/19/2023

  We understand your position and apologize for the inconvenience.  This issue has been made a priority and will be completed as soon as possible.  I cannot quote you an exact timeline so it would be irresponsible to give an estimate.  I have made the CEO aware of the situation and I hope that speeds things up.  

  Customer response

  10/19/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.    Thank you.  As we have previously discussed twice on the phone in the past, we will need a call in advance of pickup as this is a one car parking space without any additional room to move around.  We will have to move the car in order for the pickup to happen.  We only need a call the day of pickup, as little as 30-60 min in advance so we have time to move the car.  Please make sure the driver calls us at ************ in order to facilitate this.    Regards,  **** *********

  

  Business response

  10/20/2023

  We have rescheduled the removal with instructions for the driver to call the number provided 30-60 minutes prior.  

*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. ↩