ComplaintsforAthens Services

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the fourth straight week, Athens Disposal Services has failed to pick up our barrel with the grass and leaves and other yard clippings. It is now 6:30pm on pickup day (Thursday) and they havent picked up ANY of the barrels (including the recycling and regular trash). I have had to call and leave voice mail messages each and every time. The first time it happened they promised to send a truck out the next day but they didnt and I had to wait for three days, even after repeated calls. They used to pick up early every Thursday and I never had issues. Now it is a WEEKLY occurrence!

  Business response

  09/11/2024

  Good afternoon Mr. ***************** hope this message finds you well. I tried reaching out earlier to assist with the recent service issue you've experienced. I want to assure you that I've been in contact with our operations department to ensure that your service will be handled on a consistent weekly basis moving forward.
  
  To apologize for any inconvenience we may have caused, I will be applying a credit to your account.
  
  I've left my contact number in the voicemail I sent earlier. Should you have any further questions or concerns, please don't hesitate to reach out to me directly.
  
  Thank you for your understanding and patience.
  
  Best regards,
  *********

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Athens Services because I have Wooden table and 8 chairs 25 Kitchen cabinet doors 25 2 bundle of card board Kids bike and toys about ******************************************************** They said I'm allowed 4 items only which is 4 chairs 6 times a year. I asked I pay my bill every month and know knows how to help get rid of my trash legally. I don't want to dump it. That's why I asked my trash company fir help they don't care. Prior to them taking over Pomona trash company would send a recycle truck and the a trash truck to pick up left over items

  Business response

  09/09/2024

  Good afternoon,

  We appreciate you using our bulky item pickup service. Currently, the service allows up to four items per pickup, with a total of six pickups per year. I noticed you're scheduled for a pickup with five items. Since you have about 40 items, including a table, 8 chairs, 25 kitchen cabinet doors, and 10 kids' bikes/toys, it might be worth considering a temporary bin. This option could be more convenient for handling all your items at once.

  Please let us know if youd like more information on the temporary bin service, or if youd prefer to adjust your bulky pickup to fit within the standard limits. We're here to help make this process as easy as possible for you!

  Thank you

• Initial Complaint

  08/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Athens Services is waste collector and supposed to provide services to us picking up our trash.They are billing us $115.00 for weekly pick up. Our business is selling water, and we do not have enough trash to load our 64 G cans. We don't need weekly pick up, WE NEED ONLY ONCE IN A MONTH pick up (Monthly pick-up)and fee must be adjusted to $28.00 per month.Numerous times with phone call, email and letters we request them to adjust our bill, no response. This company took over since January 2024 and from the beginning start over charging.Their customer service is dysfunctional and nobody response logically.

  Business response

  08/28/2024

  Dear *****,
  
  I hope this message finds you well.
  
  I wanted to follow up on the voicemail I left earlier. I apologize for any inconvenience, but unfortunately, we do not have a monthly pick-up service available. Our standard service is scheduled on a weekly basis to best serve our customers.
  
  To assist with your account, I can apply some credit to help keep it current. Please feel free to reach out if you have any questions or need further assistance.
  
  Thank you for your understanding.

  Best regards,

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

  Customer response

  09/04/2024

   
  Complaint: 22166743
  
  I am rejecting this response because: It is not fair and nor logical to be charged for the service which in reality not happening and don't need. I would like to have arbitration please.
  
  Sincerely,
  
  ***** ****

  Business response

  09/11/2024

  Dear *****,
  
  I hope this message finds you well.
  
  I have verified that we unfortunately do not provide monthly or on call service for commercial customers. Our commercial ******************** are provided on a weekly basis, ranging from the lowest service of once a week to six and seven day a week collection service. 
  
  As mentioned during our conversation, your location is categorized as commercial, which is as defined by the Citys municipal code and your account is already set up with the lowest available service level and rate.
  
  Should you elect to continue to not pay the service amount for commercial customers with once weekly collection, your account will continue to accrue delinquent fees and penalties and will not be able to be reinstated until the account is brought current.
  
  Sincerely,

  *********

  Customer response

  09/17/2024

   
  Complaint: 22166743
  
  I am rejecting this response because:

  I cant believe Athens service company, which is supposed to charge people for providing services that customer need, but strangely, they are billing us for the services which we never used and dont need, this is unfair and unjustified.
  Athens company already provides monthly service to us, their truck never picked up our trash weekly, they do not come to our location, they never done special stop just for us. This is wrongful to ask us to pay extra for a service which we never asked for and never received by Athens.
  We have been paid $28.00 per month and we will keep paying the same amount, which is fair.
  Zoning of our property is Mixed used according to city of Lomita.
  We are seeking mediation or arbitration.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Athens services is our trash pickup service provider. They failed to pickup my trash on our regular pickup day of Monday. I have been back and forth with their customer service 4 or 5 times since then and they won't come back to pick it up. They even said that they scheduled someone to come out and pick it up today and claim that "we had been serviced." My trash is still here. I need those barrels emptied so they can be filled with new trash and green waste.Ever since Athens bought these new red pickup trucks, the servicing plan has been different and we've had several missed pickups this year. What a mess! Oh, and for bad service, we even got a major rate increase.

  Business response

  07/24/2024

  Good afternoon,

  I called the number provided and left a message for Mr. ********** I will be reaching out to the customer again in a later time.

  I am reaching out to the operation team to ensure the customer get service. However, I do want to speak with him to see if there anything else I can assist him.

  Thank you

  Customer response

  07/27/2024

   
  Complaint: 22006250
  
  It took 4 or 5 emails and ultimately a phone call to their customer service in order to finally get my trash picked up three days later on Thursday.  All the while, telling me that my house had been serviced, when it had not.

  The next week, Athens once again skipped my house on Monday.  I complained via phone call.  Their customer service said that I was skipped because I was had extra large barrels that weren't authorized.  I have had the same personal trash barrels for decades!!!!  I believe that their lazy crew didn't want to empty my green waste barrels that had some cut up (small) tree branches in them (well within the weight limit, however).  They did, however, come back on Tuesday and picked up my trash.  Athens service has been terrible this year--and we are paying quite a bit more to subsidize their ridiculous red pickup trucks!
  
  Sincerely,
  
  *********************************

  Business response

  07/30/2024

  Good afternoon,

  I wanted to let you know that I reached out to the customer last week and again this week. Unfortunately, I haven't received a response yet, but I did leave a detailed voicemail.
  
  In the message, I mentioned that we will provide a credit for the customer and requested that they follow up with me if they have any questions or need further assistance. I also left my contact number, ************, in case they wish to discuss the matter further.
  
  Thank you for your understanding.

  Customer response

  07/31/2024

   
  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.
  
  

  I realize that you have instituted some quite new and different methods for collecting trash this year and that you must still be working out the faults, leading to several missed collections.  However, it is professionally impolite to be making claims and accusations against a customer, that obviously were false and couldn't be proven.  I am referring to multiple claims that my home had been "serviced" when it had not and claiming that I had 96 gallon sized personal trash cans, which I have never had...my regular 32 gallon trash cans have been in service for decades.
  

   

  Sincerely,
  
  *********************************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had the worst experience with Athens Services' billing and customer service department. I called and emailed a week before January to cancel our commercial account as we were moving to a new location. Despite my efforts, they kept telling me that someone would call me back, but no one ever did. I continued emailing and finally got a hold of someone in April.During this time, I kept getting charged even though I had canceled the services. I was told I would receive a refund check, but it never arrived. After reaching out again, I was informed that the check was never processed. Now, I have to wait another week for someone to review and hopefully send out the refund check.This entire process has been incredibly frustrating and disappointing. I sincerely hope that this time the check will be sent.

  Business response

  07/17/2024

  Good morning,

  I spoke with ****************. I will be correcting her account and take care of the issue. I will be following up with the customer to ensure everything is taken care of.

  Thank you,

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Athens services in regards to service not rendered on the month of **** and getting some credit for that month. I called **** 4, 2024 and talked to someone in collections and billing. I told both representatives, if needed to cancel the account and collect the bins or just plain out collect the bins so as not to be charged for **** because I would not get any service on that month. They mentioned putting the account on vacation so that I would not be charged for the month of ****, I told them do as need so that I dont get charged the month of **** as I will, by their admission, will not get service. I called again on the 20 of **** 2024, as I had set up payment for the two months I owed (April and May) and they said I would get transferred from collections to another department to see about the credit. They hung up the phone and I called again at 4:42 pm and explained everything to the new lady I was talking to. She said we would get a call back from route supervisor as he had to approve the credit for **** by looking at the trucks cameras to see that we had no service for 3 weeks on **** and that he would give us a call back the next day (I was given this reference number by said person 1719 52 72). We did not get a call back and I called back and they said I should wait. I did, until today July 5, 2024 when I called again. I talked to someone named **** and I told him everything of what I was told last. He said that I did not get service because of the two months owed and that I would still need to pay for services NOT rendered. I did not ask for credit of the months I owed, I only asked for credit for the 2 to 3 weeks not serviced on **** 2024 and **** very rudely said no your not getting credit and the city has a contract so there is nothing you can do about it.

  Business response

  07/15/2024

  Good afternoon,
  
  I spoke with **** about her billing issue, and we were able to understand the problem and identify a solution. Rest assured, I will be taking care of her account and resolving her billing issue promptly.
  
  Thank you

  Customer response

  07/25/2024

   
  Complaint: 21948115
  
  I am rejecting this response because: nothing has been done. The representative I talked to said that I would be given credit for the two weeks we did not get service and that I would see that credit reflected this week, but as of today 7/25/24 nothing has been done and my ******************* shows the same amount. 
  
  Sincerely,
  
  ***************************

  Business response

  07/30/2024

  Good morning,
  
  Thank you for bringing this matter to our attention. I have spoken with **** and am pleased to inform that the credit adjustment was processed and posted to the account last night. Additionally, I would like to confirm that the charges for the entire month of June have been waived.
  
  Please feel free to reach out if you have any further questions or require additional assistance.
  
  Best regards

  Customer response

  08/01/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am one of the Board members for our HOA community. On January 25, 2024, I completed a form to reduce Athens refuse removal from 3x/week to 2x/week. When I went to confirm the change, around March 11, 2024, with the City of ************* (our billing agent), Ms. *** ************ confirmed the 2x/week change of 10 bins in our community measuring 3 yards each. It was then that I learned that we have 2--yard bins and not 3-yard bins. Ms. *** indicated that she needed to receive an email or other form from Athens Services to make the correction to their records as we are being overbilled. I have trying to get this resolved since March 12, 2024. I have spoken to more than one dozen people at Athens Services who confirmed their records indicating 2-yard bins, the most recent on July 1, 2024, being *******************************, a supervisor who stated, like many before her, "I don't understand why this has not been corrected. Let me get back to you in 1-2 business days or you can call me". Today is July 5, 2024. At 12:37 pm, I attempted to reach ********************. I was told "she will call you back within one (1) hour. It is currently 3:00 pm and like many others before her, I have not received a call. In the meantime, the City of ************* continues to overbill us for refuse removal of 3-yard bins when we have always had 2-yard bins.Can you please help me resolve this issue, who knows how many others are being taken advantage of. Thank you,******* ************

  Business response

  07/10/2024

  Good afternoon,
  
  I received a request from one of our customer service agents regarding a customer needing us to inform the city that they have 10 two-yard bins on site.

  To address this, I sent our route supervisor to confirm the equipment on 6/24/24. I received confirmation on 6/25/24, and on the same day, I emailed the city utility to inform them that the customer has 10 two-yard bins on site and is receiving service twice a week. I provided all the necessary information and mentioned that if they needed any additional details, they could email me.
  
  Please note, the city is responsible for the billing, while Athens Services handles the servicing for the city.

  I can send another email to the City to follow up with the customer.

  Thank you,
  *********

  Customer response

  07/16/2024

   
  Complaint: 21947874
  
  I am rejecting this response because:  We are seeking a credit from our billing agent (*********************-Ms. **** ****************************** and they require Athens' cooperation in submitting full historical records of our account to determine how long we have been billed for 3-yard bins.  This case should remain open until the over payment is determined and credited to our account.  ******************** has given me the runaround and has outright lied before finally sending the correction to our billing agent.  
  
  Sincerely,
  
  *************************

  Business response

  07/22/2024

  Good afternoon,

  I provided more information requested by *******************. I reviewed everything and provided to them. 

  I sent the information to the city on July 18th. 

  Hopefully, this resolves it. The city should follow up since they take care of the billing.

  Thank you,

  *********

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Athens services has/had been charging for services not performed. They claimed they took out garbage cans to the curb and then needed a special truck to access the road, when I have personally been taking out the trash bins for years and have seen the same trash truck go up and down the street, not a special truck

  Business response

  07/09/2024

  good afternoon,

  I spoke with Mr. ******** I am still reviewing this and will follow up with customer.

  Mr. ******* requested a solution; I am working on it. I did mention it may not be guaranteed but I can try.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have not ever opened an account or requested ******************** from them. Up to now I did not know what service this was about. I have been receiving some "Reminder Notices" saying that my account is past due. No other information but the amount due. In this notice there is an account number. There is no itemized list of charges or fees or anything. Today I received a past due notice again from Jul 2023 to Feb 2024. Clearly stating Garbage Collection. I have been living in the same house for the last 14 years. I set my garbage collection on autopay and never worried about that. I am trying to register and get on auto pay but it seems that I need a ACCESS CODE that does not appear on the notices. Tried calling but there is NEVER an answer on the phone.It does not make sense to me that I am getting charged without ever entering an agreement or signing a contract.

  Business response

  05/22/2024

  Good afternoon ********************,

  Thank you for taking my call today. I went ahead and made the adjustments with the new cart. You will received a 32 gallon trash cart on your next service day. I will also be waiving 1 statement which will be a total $71 and mail out all your statements. 

  Once the credit is posted, I will follow up.

  If you have anymore questions. You may reach out to our call center through ************, chat or email, *****************************.

  Thank you,

  *********

   

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/11/23 @1645 athens trash services hit my home. It caused damaged and left the scene. I have video footage of the incident I reached out for repairs and was told to file a claim with my home owners. I did speak to director **** and he stated athens was at fault and would cover all repairs to my home. The claim rep *************************** said *** us and file a claim with home owners.

  Business response

  05/09/2024

  Good afternoon,

  We spoke with the customer and we agree to repairs at $1,400. We are issuing a payment for the customer.

  The customer emailed us the cost of repairs on 05/06/24.

  Thank you,

*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. ↩