Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have not had trash service since January 2, 2025. I've called residential customer service 6 times and emailed them once since January 15 with no resolution or status update communication initiated by Prime Disposal. They will not let me speak with a supervisor. The *** makes excuses (the truck broke down, you are on the list for pickup today,etc). ********************* is a state maintained partially gravel road that has been plowed after snowfall. Neighbors on the paved portion and before my driveway have had service. I drove down to the ************** dead end and they did not get trash pickup this week from Prime Disposal either. I want my trash picked up weekly, $75 dollar refund for this quarter & an apology from Prime Disposal Management.

  Business response

  01/23/2025

  ********,
  
  I apologize for any inconvenience, but please understand these trucks have standard road tires and do not do well on ************. We have given the drivers the leeway to make a judgement call on whether to attempt or to call it in as not able to service. In our opinion it is better to be safe than sorry, not to mention that since the first snow we as a company have compiled over ***** dollars in tow bills and property damage bills. 
  
  We did make an attempt to recover your trash the Saturday after your initial pick up however again, the road was unsafe for our driver.  We will personally drive down to your address tomorrow in my pickup and swap your can and haul your garbage out. Please make sure it is accessible.
  
  Thank You!
  
  ***** Lane 

  Customer response

  01/24/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******** Boston
  
  
  
  
  

  Customer response

  01/24/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******** Boston
  
  
  
  
  

  Customer response

  02/03/2025

  Reference BBB ID complaint ******** was closed by BBB even though I rejected Prime Disposal response which did not provide a solution for their non-service, an apology nor refund the pro-rated part of the 3 weeks of non service. Then I found out from the ******* Community page (a social network page), two other customers of ********************** (******* Royal & ******* ********) had the same problem with Prime Disposal in January! See below upload.

  Business response

  02/04/2025

  Date Sent: 2/4/2025 9:38:57 AM
  We issued an apology when we spoke to you on the phone and agreed to send someone out to you and also again in the first response to your "complaint". We went above and beyond and sent the owner of the company in his personal vehicle to pick up your trash since a trash truck was still unable to safely travel on the icy road that you live at the end of. 
  
  We will gladly issue you a credit for the 3 weeks of missed pick *** caused by Mother Nature/weather related conditions however please note, we do not generally issue refunds (nor does any other hauler in the area) for circumstances out of our control such as inclement weather.  The safety of our drivers is top priority which most of our customers completely understood and showed ***** and patience.
  
  I'm not entertaining the "social media" attachment.
  
  You missed 3 weeks of service and will receive a credit for that.  If you would like a full refund for the $75.00 (that has you paid through the end of March) we will issue that and end your services with Prime Disposal as I do not feel we are going to satisfy your demands and you are not going to understand that the safety of our trucks and drivers takes priority while operating such large equipment.  A 30 ton trash truck CANNOT go on an icy & untreated roads safely.  They are not 4-wheel drive.  The entire area was shut down due to this past storm, known as one of the worst in recent times due to the continued freezing conditions.
  
   

  Customer response

  02/04/2025

  Date Sent: 2/4/2025 10:15:12 AM
  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to refund the $75 & go find another trash service and, if it does, will consider this complaint resolved. If the company does not perform as promised. I can get back to you at: *********************************************** if bbb goes to Prime Disposal web page on ******, they will find at least10 dissatisfied reviews of Prime Disposal's breach of contract services.  I do not consider the weather as the reason they are not picking up trash from their paying customers for 3 weeks in January as i had home health services 2 times a week, ********* truck deliveries, mail and huge farm trucks running up & down ********************* during the 3 weeks in January.  
  
  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. ↩