Complaints

• Initial Complaint

  12/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company states that trash was not outside during pick up but it was as I watched them pick up half of it and get all of the neighbors trash. Second time trying to place a work order to make up for the mistake and then they just state they will send me a picture from before the picked up me and the neighbors trash, stating the trash wasn't outside.

  

  Business response

  01/02/2025

  We apologize for any frustrations. The recycling was reported missed at 4:39pm on 12/30. It was stated that the recycling didn't service the boxes curbside. We had our Operations team review for any training opportunities, and they found there were no materials curbside at 7:41am when the recycling truck had passed on 12/30. We confirmed the home on ****** to make sure we were reviewing the proper location. Unfortunately, this location is not eligible for a return due to the items not being curbside when the recycling truck passed for collection. We will service any additional boxes with recycling on the next normal service day as long as they are curbside at the time of service.  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is now the third time LWS has NOT picked up my recycling in the last few months. I have video footage saved. They flew by both my house and the neighbors. This is pretty ridiculous, and I am NOT getting the service I am paying for. The last time I called and they said they would come back out, and never did. Pretty poor service...

  

  Business response

  07/15/2024

  We apologize for the frustrations this has caused. After review, we show there has only been one other reported missed collection on this account that was reported on 3/22/2024 and we returned to service on 3/23/2024 for the missed recycling. We have issued a work order to return to service yours and your neighbors recycling as soon as possible. Please leave the materials curbside until they are collected. 

  

  Business response

  07/19/2024

  Again, we do apologize for the frustrations this has caused and are trying to identify what happened so we can prevent it going forward. In the photo from March, it is time stamped that we sent a separate truck out to collect the missed materials on Saturday March 23rd at 10:03am after you called to report the miss on Friday March 22nd.
  
   We do sincerely apologize that the recycling can in that photo was your neighbors and not your container. For this, we have applied a one-week credit to your account for the recycling service. 

  Customer response

  07/23/2024

  
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.

  However, they business has failed 3 times in a relatively short window of time. Please advise the business I will continue to engage the BBB if the lack of service continues. I have literally have bette things to deal with than "trash". 

  
  Regards,
  
  ****** *******

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Refuse truck driver(s) have been causing damage to my property since 2021 with no resolution and no restoration of the yard & trees damaged (blacktop--city repaired--& yard buckled, large limbs ripped off, once tossed onto neighbor's property by the driver). On 3/19/24, I was taking out the trash at 8:12 PM when a flatbed truck came speeding up the alley cutting the corner too short onto E. North Broadway (westbound) & hitting the tree again as well as a large rock I had placed in an attempt to deter this activity. I called ****** ****** whom I had first contacted when these events began &, as usual, he was indifferent telling me, "I'll take care of it." On 3/23/24 at 10:30 AM an LWS refuse truck driven by ******* turned into the alley (despite Mr. ***** assuring me numerous times that the drivers were instructed not to). He had a dumpster lifted as he drove running through the cable line that was attached to my house, connected to a utility pole. It sounded as though my house was coming down & when I got to the window ******* was in the alley looking around. I asked him what happened & he got into the truck & proceeded down the alley. I called police & Mr. *****, who did not take my call initially. Mr. ***** sent over 2 completely incompetent guys to repair the damage to the corner of my house (gutter, siding, trim) & they made 3 trips over here due to substandard work (actually created more damage) & repeatedly lying about materials, showing up unannounced. **** came out, inspected what had been done prior to these 2 returning, & informed me that it was worse than I had thought. **** agreed to do the work. I have contacted the listed owner of LWS, **** ****** three times via e-mail asking for him to respond so we can discuss and he has ignored these requests. I attempted to call him through the business number but they would not connect me to him or his voicemail. Damage remains, including the 4 trees (2 previously damaged).

  

  Business response

  04/24/2024

  In 2021 Local Waste acquired a 12-unit Apt. complex they insisted that we service them in the alley behind *****, it's a very tight alley and as one of our trucks made the turn out of the alley, it rutted the yard belonging to **** ********. *** sent a landscaping company to repair it, on 1/4/23 and 2/7/23. **** contacted *** stating our trucks were going down the alley again, but we have cameras and GPS on all of our trucks, and after review we found that none had been down the alley at that time. Then on 3/23/24 one of our trucks did go down the alley catching a cable line tearing part of the gutter and siding on her house.  *** sent a contractor to do the repairs, the first time he had installed the wrong color, *** made the contractor go back and this time the contractor had put a piece of trim on that had a dimple in it after purchasing the proper material **** ******** contacted *** and told him to not come back, she would have **** do the repairs. Local Waste will pay for any damages resulting from the incident on 3/23/24.

  Customer response

  04/24/2024

  I will accept the portion of the response that they are agreeing to pay for the damage that occurred the last time; however, for purposes of factual information and BBB records I would ask that the BBB not accept the business's response that greatly minimizes the events and certainly the damage done over these past few years. I am left with four damaged trees; 2 repeatedly hit, one of those only a portion of it remains. The other 2 damaged in this last event. The corner of the alleyway at E. North Broadway had never been damaged until these incidents with LWS trucks. For many years the city refuse trucks serviced the large bins that used to permanently sit along the alley with no issues. The LWS trucks cut the corner so close in fact that it began hitting the 2nd tree from the alley that not much of is left, shown in a photo which was taken before that section was torn off. The corner of the yard was pushed up & the blacktop buckled. These incidents happened repeatedly and were reported to police as well as 311. This was not a one-time event. The only thing a "landscaper" did was spread some straw on the ground. The 2 individuals sent out to repair the damage came out 3 times. They repeatedly lied. I asked if they had the seamless gutter (that was there before being ripped off the house and they said they did). Then ***** admitted that he didn't because he couldn't transport it in his truck. They left the first day for 1 1/2 hours and later said they drove around "half the day" looking for materials. Asked if they went to **** ***** said they did and that my siding & pattern of trip had been "discontinued". I called **** & they said these guys did not come in but called and were told that it was available. They brought a piece of trim that did not match. One day they were very late and the last day they came they didn't bother to let me know they were coming and just showed up claiming to have sent me a bunch of texts (not true). I had Mr. ***** come out again and looked at the shoddy job (nailing through siding panels for one thing) and discovered they had broken split one of the panels. I asked Mr. ***** if his wife would approve this workmanship and he said she would not. I know you wanted a short answer but these folks are sorely lacking in accountability and after 3 years of dealing with this I am completely fed up. I still feel compensation for irreparable and punitive damages are appropriate in this situation.

  

  Business response

  04/30/2024

  I feel that regardless of my response you will reject it. so please tell me what will end this.

  Customer response

  04/30/2024

  I accept the promise by LWS to cover all damages. If they do not, will I be able to open this case back up or amend it as part of their file? Would I be able to access this online case in the future if things end up in court? I just want everything documented since I was repeatedly dismissed in the past after being told, "I'll take care of it" countless times.

  Customer response

  05/21/2024

  I did not get a response beyond that it was okay to send directly to them (LWS). I dug through the responses and saw the name Kailey Bolinger as the individual representing LWS on the BBB complaint. I provided that name to APCO with the corresponding address of **** *** **** ********** ** *****, and requested that APCO reference Complaint #21604133. I gave this information to Mary with APCO on May 17th @ 1:49 PM.
  

  
  

  Today I received another e-mail indicating that I had a message but it was the same one I responded to previously where LWS stated the invoice could be sent directly to them. Should I respond to that again? I would rather not accept until the invoice has been paid even though LWS previously said that they would pay for the damages.

  
  

  Regards,

  
  

  **** *******

  

  Business response

  05/21/2024

  Local Waste Services

  **** * ******** ******* *** ********* ** *****

  ATTN: *** *****

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  No picking up my trash every weeks as I pay for the service and yes my trash lids are closed. I feel I am distributed by I am handicapped.

  

  Business response

  01/26/2024

  We apologize for any frustrations this has caused. This has been sent to our Operations team to review and address it with the driver. We have work orders in for the next month to help get the driver back on track of servicing weekly. We also have applied a 2-week credit to your account for the frustrations this has caused. 

  Customer response

  01/31/2024

  I accept the business's response to resolve this complaint.
  

  Customer response

  07/09/2024

  Complaint Detail / Problem
  Complaint Type:
  -- Please Select the Nature of your Complaint --
  select
  Problem:
  They are not picking up my trash, I am handicap and they are supposed to come to garage to get cans keep skipping me and I've called and they still don't come. I am out of room for trash what do I do??
  
  Desired Resolution / Outcome
  Desired Resolution:
  Other (requires explanation)
  Other (requires explanation)
  select
  Desired Outcome:
  Billing adjustment; Contact by the business

  

  Business response

  07/09/2024

  We apologize for any frustrations this may have caused. The City of ********* reached out to us this morning, 7/9/2024, and we put a work order in for tomorrow to make sure the trash can is serviced as well as some extra bags outside of the container this week due to the missed collection. We have also sent this to our Operations team to review and make sure this is serviced tomorrow without issues. Please let us know if there are any issues in the future, we are happy to help! 

  Customer response

  07/09/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  *********************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They left Trash in the street while collecting waste and refused to clean up after themselves when asked to do so.

  

  Business response

  01/17/2024

  We apologize for the frustrations this has caused, after reviewing the cameras on the trucks there did not appear to be any trash that fell out during collection. As a courtesy, we did have a driver return to pick up the trash bag that was in the road.

• Initial Complaint

  12/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Local waste services collected our trash can and recycling can at 8:19am on Dec 22nd while I was at work. I called the office once I returned home at 11:20am. The office stated they had a “mix up” and they would return our trash cans as soon as possible. I would imagine if their crews were properly trained and disciplined enough in the company processes, there wouldn’t be a “mix up”. I also followed up with an email on their website, where they stated the same thing; an apology and “an as soon as possible” re-delivery of our cans. No other options given, I would have went and picked them up just to have them back. It’s now Dec 23rd and still no trash cans. The LWS Office now states that it’s closed, and will re-open after the holiday. I have no where to put the trash and food scraps from this Christmas weekend. It’s now a health issue because I won’t be able to dispose of anything from Dec 22 through Dec 25. As you can imagine a house full of people and kids on Christmas can generate a lot of trash over the holiday weekend. What am I supposed to do about that because of “mix up”? Side Note: We are stuck with LWS because we are in a local neighborhood otherwise, we would find someone else.

  

  Business response

  01/02/2024

  We sincerely apologize for any frustrations and inconvenience this caused over the holidays. Typically, containers take 7-10 business days to be delivered but we show this order was expedited since the containers were removed in error. We have confirmed both containers were redelivered on 12/26/2023.

  Customer response

  01/02/2024

  My containers were never supposed to be removed. I appreciate them being placed back 4 days later rather than the typical 7-10 days. I changed my family’s Christmas plans at the last minute because I didn’t have anywhere to throw away my trash. I will accept a credit on my next billing cycle as stated in the original complaint.

  

  Business response

  01/05/2024

  A one-month cart rental credit has been applied to your account. 

• Initial Complaint

  05/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We pay a $13 quarterly rental fee for our trash can and have for 5 years. Our trash can was stolen on 5/3/23. We called on 5/5/23 to tell the company it was stolen and request a new trash can, We were told we would have to pay an additional $150 fee for the stolen trash can, even though it was no fault of our own, as they would only replace the trash can at no charge if it was damaged. We've paid $260 towards renting the trash can which is well over the $150 replacement fee. We paid the fee anyway and were told a new trash can would be delivered in 7-10 days. During this time, we didn't take our trash out because our driveway is extremely long, we live in the country and did not want animals to get into trash bags laying at the end of the driveway. By 5/15 we had not received our trash can so decided to take some of the bags to the end of the driveway. Our trash pickup is 5/16, the trash bags were not picked up however our neighbors trash was. I called at noon on 5/16 and advised the trash wasn't picked up. They stated they showed that the trash guys hadn't been there yet (not the case). At 4:00pm I called again and was told the trash guys said they'd been there and picked it up. It had not been picked up. I was told a work order would be put in to have it picked up immediately the NEXT morning. Risking my trash being torn apart in the night by animals. I was also told that the trash can could take 7-14 days. It is now 1:00pm 5/17. Trash has not been picked up, I called and was told they would "try their best" to pick it up before 5:00pm but could not guarantee it would be picked up today. This is not the first time our trash hasn't been picked up for no reason, just the first time we've complained about it and have got no resolution. Why am I paying for a trash service that doesn't pick up? Why am I paying a replacement fee for a trash can I paid more for in rent? This company, no pun intended, is trash. No customer service, lying operators and an overall scam.

  

  Business response

  05/19/2023

  We sincerely apologize for your frustrations. After a thorough review of your account, we show there have been a total of 2 reported misses since this account was created on June 12th, 2018. Once a miss is reported we always try our best to return within 24-48 hours of the initial reported miss to collect the materials. This work order was issued 5/16/2023 at 4:26 pm. We show the driver serviced this location 5/17/23 by 5:25pm. We understand this is a service that should be completed automatically each week, without having to receive a notification from the customer, and for that we apologize.
  
  Regarding the trash can rental, when renting a trash container, the rental covers normal wear and tear damage. But it does not cover container theft or fire damage, which is when the missing equipment fee was placed onto the account. The rental on your account was $3.00 per month until July of 2022 and then the rental was increased to $3.50 per month. Once the missing equipment fee was added to your account on 5/5/2023 we placed a work order to deliver another trash can which delivery can take up to 7-10 business days to arrive. On 5/16/2023 when we received a call on this account, we were asked to cancel this work order and to not deliver another container. The missing equipment fee is to replace the equipment that we will not be able to get back. The missing equipment fee is not a charge for the replacement container, so the charge will remain on the account.
  
  We understand this situation is frustrating, as this is a service that should happen without having to call in. But this should not be a reoccurring issue as this was the first missed collection since 2018. Please reach out to us if you have any further questions or concerns, or should this problem persist, and we would be happy to assist further at that time.

  Customer response

  05/30/2023

  Your drivers are lying to you then. I was not serviced until the 18th first of all, but second of all I notified your customer service team at noon on the 16th my trash hadn't been picked up and then again at 1:00pm on the 17th that it still hadn't been picked up to be told that I would just have to wait for it to NOT be picked up at all that day and then call back. Also, this was not the first missed collection since our service started. This is just the first time I reported it and it was so poorly handled it's unbelievable. 

  My problem isn't with my rental fee but the fact that I have paid well over the $150 you guys are charging me because someone stole the trash can outside of my control. But if the trash can was run over/damaged I wouldn't have to pay? That makes absolutely no sense. Bad business model, bad customer service.

  And trash can delivery can take 7-10 business days huh? That's what I was originally told as well, and when it didn't arrive after 10 business days I was then told it could take 7-14 business days. 

  You are correct though, this won't be a reoccurring issue though because I'll be cancelling my services. 

  Regards,
  
  Emily Snider

  

  Business response

  06/07/2023

  We sincerely apologize for your frustrations, as previously stated, the trash can rental only covers damage due to normal wear and tear and does not include fire damage or theft of the container. When a can has been damaged through normal wear and tear, we are usually able to replace/repair parts or use the can for replacement parts on other cans. When a can is fire damaged or unable to be recovered, these are no longer options available to us and the $150.00 fee goes towards purchasing new equipment.
  
  Again, we apologize for your frustrations, if you are still wanting to cancel future services please contact us through our company email, info@localwasteservices.com, and we would be happy to update your account accordingly. 

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So I missed one day of trash pick up so this week I had a lilttle more trash then normal I'm also 3 months new to the city of Whitehall so I made sure this week I had my trash out Tuesday night then Thursday came today and my trash was still out there so I called the city of Whitehall ###-###-#### to see what happened and to report my miss trash they tell me my address was marked to much trash so they decided to not take my trash but leave it didn't leave a note sticker knock at my door nothing to inform me of this to where I could of taken out a few bags to where they could dump it so I told reps that I spoke with well I can take the extra bags out to save for next week can they still come get my trash and they said no . This is a service I pay for that they aren't doing and I need a resolution spoke with ****** and dev

  Customer response

  01/26/2023

  The company reached out to me and resolved my issue so nothing further is needed for me ty

  

  Business response

  01/26/2023

  I apologize for any frustrations this has caused. After a review of your account, it looks the container has been offloaded and a work order is in to return to service the container as soon as possible as long as the lid is completely shut. 

• Initial Complaint

  01/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Sirs; After having been a customer of Local Waste Services for many, many years, I was disappointed to learn from several neighbors that you have been overcharging us for many years. After comparing the costs of your services with several neighbors, I found that you were overcharging us approximately $ 20.00 every month. When I called about it, your rep immediately said you would give it to me for the lower price. I checked back 3 years in my records and it looks like this has been going on for several years. We are Senior Citizens and have been living on Social Security for 24 years and we are the ones you picked to overcharge. From what I have seen, in the past 3 years alone, you have overcharges us at least $500.00.

  

  Business response

  01/26/2023

  Our apologies for any confusion or frustrations this has caused. After a thorough review of your account, we show this residence is not within a contracted area. Since this location is not in a contracted area there is not a “flat rate”. This location is what we consider a “Subscription” account where the resident can choose their individual hauler. When we started this account in 1999, we quoted the best rate we could at that time. Over the years there have been rate adjustments to accommodate for the rise in prices for fuel, steel, labor, tires, truck maintenance, etc. Unfortunately, we are unable to backdate credits for these adjustments. But if you are interested in reactivating your service, we would be happy to reevaluate to ensure the lowest rate available in this area. Please contact our office if you are interested.

• Initial Complaint

  01/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Local Waste owes me a refund from when we cancelled service. They refuse to send your refund without the customer mailing in a self addressed envelope for return of the payment. That alone is ridiculous as no other utility required that for the refund of my overpayment. They charge quarterly and you pay in advance. We sold our house and moved in September of 2022. I mailed the self addressed envelope on 11/7/22 and still have not received my refund. Please make sure they send my refund owed to my new address listed on this complaint. My customer number was 01-***** and the refund amount is $9.98. It isn't a lot of money but it's the principal. I shouldn't have to go to this extreme to get money owed to me back. Companies just refuse to do the right thing until they are forced to. I appreciate your assistance.

  

  Business response

  01/18/2023

  We apologize for your frustrations. After review, we show the refund request was just received and a refund check was mailed out to you on 1/11/2023 with the provided envelope and you should receive this shortly.

  Customer response

  01/18/2023

  I disagree with them on the timing of the request but I did receive the email after I made the complaint. This case can be closed as resolved. 
  

*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. ↩