Complaints

• Initial Complaint

  11/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My husband worked for MSW, until he had a vehicle accident back in April- May. He was wrongfully terminated by this company. He was off work for a while due to the accident, but when was released to go to work, he went in and they terminated him due to the accident he was in. I have the video of the accident and speed was not a factor. They made up some kind of excuse about safety issues. During this time we were recieving trash service from the MSW company. When they terminated my husband we had never received a bill from them for trash service. Until I called in to get the new pink sticker to put on my can. A few days later I receive this 231.77$ bill in the mail. Of course they are trying to blame it on us because they didn’t send me my bills. I had no idea the account was still open after they terminated him because as long as my husband worked there you received free trash pick up. So, the billing lady should have noticed in her records that we were not getting free trash pick up anyway being they had wrongfully terminated my husband. The trash lady Darlene, was still picking up our trash regardless and we never told her to do that. So, I see a lot of fault in MSW. One, we should have received a bill before November 14, 2024. Two, the billing person shoulda realized what was going on and now I’ve got a 231.17 $ bill to pay because of their stupidity. There is a copy of the bill I got invoice date November 14, 2024. The only invoice we received in 6 months, otherwise the bill would have been paid up. They refuse to pick up my trash until the balance is paid in full, even though the bill says I have until January 3rd. To pay it. As you will see in my copies I’m sending to you. They had me on speaker phone when I called trying to make me look like an idiot and trying to make me out to be a lier. I was trying to explain all this to them and the whole time of doing so they were trying to make me out to be a lier. Very rude people.

  Business response

  11/21/2024

  The details surrounding the termination of Mr. ******’s employment with Mountain State Waste are not within my department and will not be discussed in a public forum. However, I can clarify the actions taken regarding his account.

  The customer was terminated in late April 2024 and was receiving free service at the time. During a routine account audit, it was flagged that the customer was no longer eligible for free service. A collections letter was sent, explaining the need to transition to standard billing status. This letter outlined the amount due for services rendered between May and November 2024 ($231.77) and provided a 30-day window to contact us to arrange payment options.
  Mr. ****** contacted us and acknowledged that he continued using the service but expressed frustration, insisting he should not have to pay due to what he considered our error. During the call, he used profane language and refused to pay, leading to a recommendation to close the account.

  Shortly after, Mrs. ****** called and displayed similar behavior, stating it was unfair to expect payment and instructing us to send her account to collections. When asked if they continued to use the service, she confirmed they had. Despite attempts to discuss payment options, both Mr. and Mrs. ****** repeatedly refused to cooperate and used inappropriate language toward our staff.

  As a result of their behavior and refusal to settle the balance, the account was canceled. We remain willing to address any concerns respectfully and professionally should they choose to reopen communication.

  Customer response

  11/21/2024

  Better Business Bureau:
  
  I have reviewed the 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.
  
  They were very rude to us not listening to what I had to say about the billing. More concerned with trying to make us out to be liers when we were telling them the truth about not receiving any bills. Why was this not caught 6 months ago, why wait until you’ve gone thru 2 billing cycles and finally send a bill to us November 14th upon starting your new billing cycle. Which says I’ve got 30 days to pay. I’m willing to work with them, but don’t accuse me or make me feel like I’m a lier. This shoulda been caught sooner by your billing personnel. 
  
  Regards,
  
  ****** *********

  Business response

  11/22/2024

  If the customer and their spouse are willing to communicate calmly and appropriately, I am more than happy to discuss payment arrangements to bring the account current. My contact information can be found on the collections letter in their possession.

  Customer response

  11/22/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I have sent payment in FULL by Delivery Confirmation. So, I do not need payment arrangements. I would like trash to resume as soon as possible and billing sent to my correct address beginning with *****. I also am still not aware of this letter that they keep saying is in my possession, because AGAIN, I only received a BILLING STATEMENT in which I provided here on this complaint dated Nov. 14th, 2024. 

  Regards,

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

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is only one trash pick up company in the ****** County area, Mountain State Waste. I did not receive a bill and was under the impression that the next bill was due in February. The trash was not picked up because of the weather but i decided to check online and noticed that my bill was past due and I had not been notified. I paid the bill in full almost $200. My trash was not picked up so I called the Weston Office. The girl informed me that because dispatch is done on Fridays, even if i paid my bill in full I would have to wait another week for service. I explained that they have forgotten me before and they were able to call the truck and he could come back. She said they don't do that nor do they do return service anymore. I called the main office in Morgantown this morning and spoke to a supervisor who got rude with me and she said the same thing and basically said it wasn't their problem. I explained to her that the neighbors dogs were getting into the garbage and she said that it was my problem. She said they don't provide the services of letting people know they are late on a payment nor do they do extra pick ups. They are the only trash service in the area and have raised their prices and got rid of services. It doesn't make sense.

  Business response

  02/14/2024

  The customer had not remitted payment for a period spanning five months, resulting in the suspension of their account due to non-payment. Despite having online access to their customer account, as well as invoices and late notices being sent to the billing address provided by the customer and confirmed as accurate by them, the outstanding balance was not settled until Sunday evening, the night before their normal pick up day. It's important to note that payments made after hours are not posted until the following morning after our trucks have been routed for that particular day. When contacted, the Customer Service Representative explained our policy to the customer, emphasizing our inability to contract drivers, for any reason to return, due to safety issues. 

  Upon the customer's insistence on speaking to a manager, I engaged with them to clarify that their account had been subjected to a credit hold, thus resulting in a lapse of service for three weeks. My communication was conducted with a demeanor of firmness adhering to our established policy of resuming service on the next scheduled pick-up day.
  

  In response to the customer's question regarding notification procedures for missed payments, they were told of our standard practice of our online portal, late notices and invoices, and not individualized calling. It is pertinent to underscore that the customer was not told by this manager that it wasn't my problem regarding animals getting in waste, but rather they were reminded, by our guidelines, of their obligation as a customer to maintain containment of their waste.

  Resolution: The customer was picked up on their next scheduled pick-up day, one week later, as the customer was advised and all three weeks of waste was collected without charging any additional fees even though the customer was on credit hold.

  
  

  Customer response

  02/14/2024

  Better Business Bureau:
  
  I have reviewed the 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.
  
  They do not mail out late notices or email them. I don’t appreciate them saying they do. Also they did not respond to the removal of some services nor the price raise  

  I would like them to start mailing late notices or using the sticker placement like they used to do 

  they Just stop service without letting the individual know  

  no notice 

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

  Business response

  02/19/2024

  Attachments:
  1. The late notice that was mailed to customer's billing address on 12/12/2023. These are automatically generated and mailed through the **** to customer's billing address not emailed as customer does not indicate she would like notices emailed.
  2. The original invoice ****** that was mailed to customer's billing address on 9/30/2023 due on 11/19/2023
  3. The second unpaid invoice ********** shows the past due amount that was mailed to customer's billing address on 12/31/2023
  4. Our company guideline updated on our website **************************, that states:

  "SERVICE INTERRUPTIONS
  You must pay your bill on or before the due date to avoid service interruptions. Payments made online are subject to the following business day posting. If that day is your normal schedule day, then your service will not be restarted until the next scheduled day due to our routes being printed before office business hours.  We are unable to return same day for credit hold release accounts.
  
  Mountain State Waste does use decals that alert our drivers to credit hold accounts using tablets with every driver. Customer was on credit hold for two weeks prior to logging in on her online account and making a payment through that portal at 10:28PM the night before her scheduled pick up day on Monday. Again, that payment was NOT posted until the next morning after our routes had been dispatched. Customer was, according to our guidelines, restarted the following pick up day with no additional charge for extra bags.

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our garbage pick up day is normally Fridays (sometimes Saturdays). Our garbage pick up was missed on December 15th. We thought it was just a fluke and did nothing. Our garbage pick up was again missed on December 22nd. We called that day and were told they would pick it up on Tuesday the 26th because of the holiday. No one picked it up. Our garbage pick up was missed again on December 29th. We called January 2nd and they told us they didn't know where our address was. We have lived in this same house for over 30 years and been with this company for a very long time. We have never had this issue before. Thought we got the address thing sorted out. Our garbage pick up was again missed on January 5th. Called again that day and were told someone would pick it up on Saturday, the 6th. No one picked it up. We keep getting lied to and we are paying for a service that they are refusing to provide. Not sure what else to do since they seem unwilling to fix whatever their problem is. In the mean time, I have a growing mountain of a months worth of garbage sitting at the end of my driveway. Please help. In case you need it, our account number with them is *****. And the contact number on our bill is not the one listed when I picked the company on your website. The contact number for them that I have is 866-679-2776.

  Business response

  01/17/2024

  Our route manager went to location to find out what the problem is and found customer did not have company decal. New drivers are trained to look for the decal that matches the accounts. Customer has been completely recover and a new decal has been placed. Driver of that route has been to location so problem has been resolved. I reached out to the customer to confirm. Also gave him my personal contact information should he have any additional concerns.

  Customer response

  01/18/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently Moved in to my new home July 2023. For as long as I can remember, there has been a trash service at this location. Upon moving in, I was notified roughly three months ago that the agency would no longer service my home. I was then told to continue service. I would have to transport my garbage to the local community. Rather than have to transport the material myself and still pay monthly service fee. I opted into transporting my garbage to the local dump which would be cheaper. Throughout this 3 months. I noticed the same organization. Had a truck that went by my home every Tuesday which they support a home. Roughly two miles passed my house. With multiple contacts to the company I requested information as to why I could not have my home service by this particular truck. Still with no remaining answer I was told they would not service my home.

  Business response

  01/15/2024

  On September 19, the customer was informed that, due to the driver of that route having to back the garbage truck down a hill and across a bridge, we could no longer provide service at his home. The customer would need to bring his trash to ******** Road, but he did not want to do that. He informed us that we service another customer on that road, but that customer takes his trash to the main road on the other side of his home. We do not service **** *** except for main road access on either side. He canceled on 9/19. He then called again on 11/19/2023 to see if we would service him at his home. The customer service rep spoke with operations and was told, again, that he needed to bring it to ******** Road. The customer was told on 11/21/2023, when he called in, that we could only service him by bringing his trash to ********. He refused and did not restart the service. The customer was refunded $42.31 for the two weeks in September after canceling his service, as well as the month of October 2023 that he had originally been billed. The customer was also credited $13 for two weeks in July when he chose to take his trash to the dump himself. The customer was informed of the reasoning why we can't service this address but was also informed of an alternative

  Business response

  01/15/2024

  On September 19, the customer was informed that, due to the driver of that route having to back the garbage truck down a hill and across a bridge, we could no longer provide service at his home. The customer would need to bring his trash to ******** Road, but he did not want to do that. He informed us that we service another customer on that road, but that customer takes his trash to the main road on the other side of his home. We do not service **** *** except for main road access on either side. He canceled on 9/19. He then called again on 11/19/2023 to see if we would service him at his home. The customer service rep spoke with operations and was told, again, that he needed to bring it to ******** Road. The customer was told on 11/21/2023, when he called in, that we could only service him by bringing his trash to ********. He refused and did not restart the service. The customer was refunded $42.31 for the two weeks in September after canceling his service, as well as the month of October 2023 that he had originally been billed. The customer was also credited $13 for two weeks in July when he chose to take his trash to the dump himself. The customer was informed of the reasoning why we can't service this address but was also informed of an alternative

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Skipping my trash bin all the time I've payed bill I've called I've oreder there trash can but they continue to skip mine

  Business response

  06/27/2023

  Carts were delivered 6/22/2023 and customer trash has been recovered. Address on file was incorrect. We have changed to reflect the correct address. Our route manager has spoken to customer to confirm they received the carts. Work orders have been put in to monitor service for the next few weeks. I have reached out via email to the complainant to let them know the resolution.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  see Attached document

*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. ↩