Complaints

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To start I will say my bank card had expired so last month they didnt pick up my trash for a week. They contacted me. I updated my card and everything was fine. They begin picking up my trash again. Last week my trash was not picked up with it being a holiday I thought theyre running a day behind. I set it out like Im supposed to on Tuesday night because they pick it up early Wednesday morning. I have animals getting into my trash string all over my road company did not come Thursday or Friday. I called Friday they did not answer I left a voicemail. I get a call today from them. Explain the situation. Tell them Im at having to pick up trash every morning from my driveway and the roads. I am told that it was their error. The driver shouldve picked it up. He thought my trash was still on hold. I asked if he picked it up the last several weeks why would he think its on hold if I updated my card and I paid you, she wasnt sure it was not on his roster to hold it. they have what called a recovery driver so I asked for him to come pick up my trash. I was pulled no that itll wait till Wednesday and if I wanted credit, I could remove my trash from last week and they would give me credit for it and I could take it somewhere else, otherwise I was gonna pay the full amount. They still have no repercussion no apology sarcasm. This is Waste Management in ********* **. When I said that this was not acceptable and that perhaps I was going to call the city for a complaint I was told in quotes go right ahead. Call whoever you need.

  Business response

  10/21/2024

   

  Hello, 

  This customer is in a subscription area (they have the option to choose any hauler) she unfortunately does not pay her bill on time and goes on stop often and if the quarterly payment is not paid before the next bill the account is closed. She did pay and the account was reinstated however the driver did thing she was still on stop in error. We advised if she would have called up last week when missed we would have recovered her on Friday no problem. She did call Friday after hours and we were gone for the weekend. We advised we had no one in the area but would be happy to recovery all the trash on Wednesday her next service day. she wanted a credit for a mistake advised we are still taking all the trash, and we were serving her for all 3 months but the 2 weeks she was stopped. Her exact words were you ******* kidding me and hung up the phone. Was unable to continue the call in a respectful manor.  

  Thank you, 

  Fayette Waste 

   

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Fayette Waste, LLC is charging me for services at properties in WEST NEWTON that I do not own. Both properties were sold last year 2023 as they were part of my father’s estate. I contacted Fayette Waste,LLC two times informing them I sold said properties. My name should never have opened an account in 2024, I own no properties in WEST NEWTON. and the person who answered the phone would not let me close the account in my name and told me I would continue to be billed. I will not pay them because I DO NOT OWN THESE PROPERTIES but the charges will mess up my credit

  Business response

  04/03/2024

  Hello, 

  ******* called and was very irate, rude and using foul language that was inappropriate on the highest level. The customer service representative she spoke with was doing her best to assist her. She was advised that in order to change the billing names on the accounts we would have to research with the West Newton Borough to find the new owners correct information for billing. The customer service rep was trying to explain the process with her, but she would not listen as she continued to yell and use the foulest language.  We were able to get the correct information from the borough office and was told she was the same way with the borough office also. she was asked for her number to give a call back once we got this resolved and refused as she said we were scammers, and we were trying scam her, and she continued to yell and curse then hung up the phone. This has been updated and she will no longer receive any further bills. 

  Thank you. 

  Kelly G******* 

  Fayette Waste 

  Customer response

  04/05/2024

  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.
  
  I had previously called Fayette Waste about the *** property. I told them I do not own property. They are billing me for someone else’s service. The customer service rep told me the FIRST time that she would fix it but instead of fixing it I received TWO bills. Yes I am irrate.
  
  
  You may also call West Newton Borough, I never raised my voice to her. She said she would call them and take care my issue. I would take WN’s word over Fayette Waste. 
  
  Therefore, I thank you for getting it resolved before I received a THIRD bill and had to call again.  That company portrays their customer service as a pleasant experience, I assure you, it was not. 
  
  Regards,
  
  ******* ********

  Customer response

  07/09/2024

  Fayette Waste, LLC sent me another bill due 06/26/2024. Please reopen Complaint #********. 
  I do not own this property. It was in my father’s estate and transferred Oct. 2023. 
  
  Please ask them to stop randomly billing people.
  Thank you
  ******* ********

  Business response

  07/10/2024

  Hello, 

  As we told the customer in the prior conversations is that we needed to have the new owner's information in order to switch the accounts due to this area is mandatory to have trash service and we cannot close accounts. We also advised her that we would reach out to the borough to obtain the information being she would not provide any for us. We do bill every three months and the billing had gone out before the new information was updated from the borough. She did call yesterday, and she was informed that we receive the correct info after billing, and it was update. We have corrected everything on our side as she was told this yesterday. 

  Thank you. 

  Kelly G******* 

  Fayette Waste 

  Customer response

  07/12/2024

  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.

  I never opened an account to close with this company. I started receiving bills for a service I never used. The estate house sat empty from 02/21 when my dad died til 10/23 when it got transferred. I am not employed by their company to research to find out who lives at that residence. I believe that would be their JOB. Furthermore, the claim would not have been reopened had they not stated last time that the account was been taken care of. I will keep it open to see what comes in the mail in another 3 months. 
  
   
  Regards,
  
  ******* ********

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company ripped the door off the trash building, did not pick up trash for a week at the start of April, then the sales Rep. Dennis L**** has refused to deal with the issues at hand. We have ask for a simple removal of the trash can to deal with damages they caused. Dennis is hostile and has been on vacation weeks at hand and not dealing with the damage. We are asking for an easy removal and at this point cancel the deal since they have refused to do anything. We have gone a month with out pick up on trash, even after paying the bill. Customer Service refuses to allow us to speak with anyone else other than Dennis who will only reply No. This matter can be solved with out further issues.

  Business response

  06/12/2023

  Hello, 

  Attached is a copy of the signed contract between Holiday Inn Express and Fayette Waste LLC. This contract is for a three-year period and is affective until 3/7/2026. With all commercial accounts they are handled through sales representatives that sell the service and set up the accounts. Customer service is a gateway between the customer and the representative to handle payments and scheduling and billing questions. The customer was provided a liquidation fee and also a removal fee if they would want out of the contract from the sales representative. This information is all provided to the consumer on the contract. 

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We pay Fayette Waste $129.42 per quarter to pick up our trash every Thursday morning. The payment is scheduled to be automatic. Our account Number is ******. They miss most weeks and when we call are told the driver’s notes indicate our garbage wasn’t out. We always put it out the night before as they instructed. The driver is simply not telling the truth. We have even sent pictures! I have requested the route manager call me but he hadn’t. It is very frustrating as the ladies in the office are powerless to help.

  Business response

  01/09/2023

  Hello,

  This has been rectified and we have moved this pick up with a different truck. The regular driver was stating the trash was not out when they came through very early in the morning. After the customer spoke to the route supervisor, they were able to come up with a solution for her to be serviced weekly at a better time. 

  Thank you, 

  Fayette Waste

  Customer response

  01/10/2023

  
  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

  11/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our trash pick up is on Friday. We set our trash out on 10/26 since we were going on vacation. When returned on 11/1 our trash had never been picked up. I called asking someone to come pick it up and they stated the person who picks up missed trash left for the day. When I asked if he could come the following day they stated my best bet was to wait until my next scheduled pick up day which was 11/4. I explained the trash smells and it’s an eye sore. She assured me they would come Friday. I asked why it was missed and she stated there were no noted left and my bill is up to date. So 11/4 came and they didn’t pick my trash up. We called at 0830 and they said we must not have left it out. We stated it has been out for over a week and a half in the same place we have left it for the past 2 years we have lived in our home. They made us send pictures which we did. They stated someone would be out. We phoned back that afternoon and they stated it was picked up however, it was not. They stated we must not be putting it out. We tried explaining it has been in the same spot for a week and a half and no one has come. They said someone would come back out and no one did. I called and left a voicemail and never heard back. It is now a Saturday and I have to wait until Monday to talk to someone yet again. We are beyond frustrated with this situation and how the customer service is not helping us at all.

  Business response

  11/17/2022

  Hello,

  We here in customer service can only provide the information given to us by the driver on that route. When a ticket is issued for the driver to pick up an address because it was missed, put out late or not at all we can only go by what the driver is stating. Customer service is not in the trucks driving nor servicing the customers and that is why we are providing the information to the customers by what the driver is relaying to us. I spoke to the customer on the phone and did the best to have her trash recovered in a timely manner but again customer service is not out in the trucks servicing the customers. Yes, the driver did go out on a Monday to recover all trash and driver is stating that it is a dead-end road that he backs up to and he got everything on that road that was out.  

  Thank you 

  Kelly G*******

   

• Initial Complaint

  10/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There was a delay in service..trash was not picked up..double billed..I made 2 payments from 2 separate bank accounts and they are charging me again..I sent pictures of the statements in to resolve the situation and they keep telling me it doesn’t show in their end even though the charge is visible on my bank acct..I have been charged on 8/4/22 and then again 8/10/22..same amount 2 different accounts but they have no record of it..I have asked to speak to supervisor initially in august and “they were out” and now I have asked again and they are all “on vacation “..the office staff now wants my bank card information which I have not provided as I feel there is fraudulent activity going on

  Business response

  11/23/2022

  Customer: ****** ******
  
  **** ***** ***** ****** ** *********** ** *****
  
  To whom it may concern,
  
  See attachment for complaint. We have asked customer to please provide her credit card number if that is how she made a payment through Forest Bank.  This is what we need to search our credit card system for payment. Also, her name and address on the bank statement if that indeed is her bank account, where she is showing a payment. I have enclosed all the information that shows customer went online herself and made the credit card payment on 08/09/22. So, we question if you indeed make the payment with your account through Forest Bank why you would then go online 8/09/22 and make another one. We need more information from the customer to search Forest Bank payment. 

  Customer response

  11/23/2022

  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.

  I have provided a copy of the 2 bank statements to trash company..I sent them the dates and amounts that were charged and sent them a copy of each statement..there were 2 different payments made due to the fact their office was unable to process correctly..i made an over the phone payment and when I called several days later they told me no payment had been made so then I made an online payment with a different bank account(both accounts are under my husband and I’s name)..I sent them the dates and bank statements that they asked for and now they want my credit card number..not the last 4 the whole number..there has been numerous complaints regarding over charging, not getting a service that is paid for and after I provided the bank statements now they want my cc information..unfortunately I will be disputing the charge with the bank since the company is still not willing to refund or credit the 2nd payments..    

   
  Regards,
  
  ****** ******

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I dealt with Fayette Waste for over a year before we had to switch to a different garbage company. During the April 2022- July 2022 billing cycle I paid a charge of $72.99 on 4/26/2022 twice to fayette waste. I was just going to use that 72.99 as credit to pay ahead when the next bill came out in July. We cancelled our services with fayette waste in June and I requested a refund of the $72.99. I have been told for 3 months that it is still under review, I would just like my refund and to be done as we did not use there services once July hit.

  Business response

  09/16/2022

  Re: ID #17804221 

  
  Fayette Waste is aware of the over payment of $72.99 and was submitted for refund on July 1,2022 because the account was open and active until June 30,2022. We could not but in for request with an open account. 

  
  Also, the customer was advised the credit request was submitted and can take up to one to two billing cycles. With residential billing it is quarterly which is every three months. 
  Fayette Waste has had some changes in departments which may have a delay in some of the processing that's why we advised one to two billing cycles. 
  

  Please send all correspondence to **** *** **** ********** ** *****. 
  Thank you, 
  Fayette Waste 
  

  
  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had to cancel our residential garbage service due to potentially selling our home. We were billed on a quarterly basis. We canceled to be effective the end of the quarter 6/30/22. We normally pay ahead on our bill. The last invoice we owed $34.31 we sent check **** cashed 4-22-22 in the amount of $72.99. This created a credit of $38.68 on our account. When we called to place the cancellation we were told it would be effective 6/30/22. And requested a red fund of the over payment. Nothing was mentioned about a cancellation fee. the bill does not disclose any cancellation fee or administrative fee for cancellation. If we had kept the service the $38.68 credit would have been applied to our next invoice that would have been due 7/25/22. We called today and we’re told that the owner denied our refund because we were charged an administrative fee for cancellation. AGAIN, that is not mentioned anywhere by phone or on the bill of any such fees. And what makes it so funny is their false fee was the exact credit we had remaining on our account. This is a bogus charge. It is unscrupulous business practices, if there is a cancellation fee, it needs to be disclosed on the bill and by phone. We were customers with this company for many years and have always paid our bill and followed their pick up rules. I have enclosed all documentation and I want my refund for $38.68.

  Business response

  08/03/2022

  A person by the name of **** called our office on 6/15/2022 to cancel account number ******. A note was put in of who called and what was going on. A ticket was put in to close this account at the end of June 2022. At that time a refund request was placed by the person that took the phone call. 

  
  A refund request is one of many procedures that we have and are to follow. The refund request gets placed with the owner of Fayette Waste and they are the ones that make the final decision. Refund requests are only looked over once a quarter at a meeting. If there would happen to be more than one meeting in a quarter than they will get reviewed sooner. 

  
  When **** called in on 7/19/2022 our new customer service rep answered the phone and did tell **** that the credit was used as an admin fee. This customer service rep misspoke, being new she did not know what the charge off on the account meant. The new customer service rep should have said that the credit was placed, and a meeting would occur on Tuesday 7/26/2022 to review the request. 

  
  On Tuesday 7/26/2022, there was a meeting, and the owner reviewed all requests at this time. Mr. ********'s refund request for $38.68 was approved. 
  We are very sorry for the confusion on the customers part but please understand that this was a new customer service rep and she is learning and actions have been taken on our part to correct this. 

  
  Thank you, 
  Fayette Waste 
  

  
  

  Customer response

  08/04/2022

  
  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,
  
  ***** ********

*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. ↩