Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Did 2 jobs for this company on june 4, 2024 was told it 6 business for payout to be completed its now june 26, 2024 still no payout just a run around about how they are trying and cant afford to payout

• Initial Complaint

  Date:09/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked piano removal through this company for Saturday, August 19th at 1:00pm. The service provider no-showed and several hours later asked to reschedule to the 20th at 2:00pm. I reluctantly agreed and then they no showed again. Dimension/Trash Warrior said they would find someone else to do the job that day and they'd arrive around 6:30pm. After a lot of back and forth with the new provider, they arrived at 8:30pm and were not equipped to do the job. They moved the piano to my front porch, where it was blocking the door, then said they'd be back in about an hour with more equipment to finish the job. They didn't come back that night and didn't communicate about it at all. The following morning I reached out to Dimension and they finally reached the provider and said they'd arrive by 1:00pm. They didn't show up then. After messaging with the local provider directly all day on the 21st, and being unable to use the front door for 24 hours, they finally arrived at 10:30pm to move the piano. Dimension didn't do anything at that time to make the situation right. My husband even had to assist the movers because they were so unprepared. Subsequently, I received an invitation to leave a Trustpilot review. I left a 1-star review, then Dimension offered a 30% refund. I said yes to the refund and they asked me to change my review. After a couple of days of back and forth, I said I would consider whether or not I could update my review if they actually sent the refund. They finally issued the refund on 8/25. Then kept messaging me asking me to update the review. I haven't updated it and saw on 9/7 that they reversed the refund. That's extortion - I didn't authorize the reversal and did not state I would actually do anything to "earn" the refund. They screwed up and need to just issue an unconditional refund. This can't be a legal business practice.

• Initial Complaint

  Date:04/22/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is *********************** and I was recently a provider for get dimension currently trash warriors they are giving out false or misleading information I had completed a job on 4/15/23 it is now 4/22/23 and I have yet to be paid for it I will attach a copy of the conversation with support I recently had. This is not the first time this has occurred the past three jobs I believe were like this and took me complaining to finally receive my pay almost 2 weeks later

  Business Response

  Date: 04/25/2023

  Dimension does not *guarantee* a specific timeline for payouts to providers. Our provider FAQ states that payouts *should* reach the provider 5-6 business days after booking completion. This timeline can extend for a variety of reasons: the provider submits incomplete information with the booking (lack of a dump receipt or before/after pictures as proof of service), Stripe flags the account being transferred to as suspicious or fraudulent, or the provider submits pictures that have already been uploaded to our system for a previous job. In this case, the provider initially submitted duplicate pictures (i.e. the exact pictures submitted had been previously used as proof of service for a separate, earlier booking), which prompted an internal review of the submission to ensure service was completed and the customer's junk was removed. 

  Despite this, the payment was triggered within 5 business days of booking submission (booking occurred on 4/15, payment was triggered on 4/23) and arrived in the provider's bank account 7 business days after booking submission (4/25). 
  

• Initial Complaint

  Date:11/23/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a pickup job with a larger-sized truck for $99 on the website. Upon uploading photos of all items to be picked up, the quote didn't change from $99.On the day of pickup, the warrior cleared out the items in under 30 minutes. The warrior did a quick and clean job of removal, so my complaint isn't with him.At the end of the job, I received an invoice for an additional $900 on top of the original quote. They didn't update the quote when I sent photos of the items. They didn't update the quote upon arrival of the warrior. They only updated it once all work was done and they had the ability to effectively just pick a number.Plain and simple, this is fraudulent billing and will probably lead to the company ceasing to exist eventually. They refuse to address the issue through support, so I'm forced to file a chargeback with the bank and waste more of my time.

• Initial Complaint

  Date:11/20/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Below is a copy of the complaint send to Trash warrior I booked an appointment last week for $72. A day later someone called me to tell me that job had an extra charge of $200, immediately I rejected the estimate and asked the agent to cancel the order and issue a refund.I had used trash warrior in the past and the experience had always been extremely convenient and price competitive. Not even 6 months ago I was charged less than that to empty an entire 1 apartment. A couple of years ago I used one of your competitors ***** for a move and they charged less than $100 to empty and load a 3 bedroom house. Yesterday I received a message saying my job was confirmed. I contacted your team to ask WTF? And they confirmed the job was cancelled and the refund authorized (screenshot attached). By the way, I already had the job done by one of your competitors for $55.Today I got an email confirming my refund of $65. Receipt #****-6988 So if I understood this correctly, this is how things work with Dimension: I book a job and I got to the trouble of getting approval from the condo, schedule the service elevator, pay my deposit to the condo etc. Next you more than triple the original estimate and I reject the quote for obvious reasons and ask you to cancel and return my money. You fail to do so and I have to contact you again. And after all this I get charged $7. So in summary, you advertise a price, then you triple it and you still charge a fee to customers that don't accept your scam, am I right? I will be posting this review in every possible site I find to warn others not to fall for your scams. And obviously I want my $7 back Thanks and have a good day.

• Initial Complaint

  Date:10/11/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled junk/trash removal through this site. I choose two rugs (2xs charge) and the truck size (another charge) and typed that there was additional trash to be removed. I paid in full for the service $130.05 today 10/10. I then received a slew of emails saying (a couple of times) that the price might not be correct and they requested photos before they could book/dispatch my request. I requested them to cancel my order as nothing had actually been scheduled and not work had been done. They changed the price and I cannot afford anything higher. I was also miffed that they were changing the price they had quoted. After requesting a same day cancellation, again where nothing had been scheduled or work done, they said they could only refund 90% (which they have not refunded anything thus far). I questioned why I could not be refunded and they said that the price is based on the weight of the items, not the truck size or what fits in the truck size. No where on their site does it state that the price is based on weight. The site requires you to choose a truck size. Essentially, this is a third party Uber of trash removal and it is my take that they make their money on poor souls like me with a price change, then when someone cancels due to their price change, they pocket the 10% to which most people wont waste their time with a measly 10%. I have email threads from our interactions today that I will attach. I would like my money refunded and to hopefully stop this from happening to someone else. 10% may not be much to some, but as a single mom-every cent counts. Their business practices are intentionally deceiving customers with the intent of making money. As a small business owner, I am especially appalled at them operating in this manor. Thank you for your time and help in this matter.

• Initial Complaint

  Date:06/30/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trash warriors is not good company to do business with.I setup a junk removal appointment with them on June 23rd at 7:30am the person did not arrive until 12:00pm in the afternoon.the service I had done is to have a sectional couch sectional remove and a set of rims and one tire.They sent one person to remove the couch which is over 300 lbs and he did damage to my wall and heating vent. I immediately sent pictures to them to show the damages.they refused to take any blame in it .they said they would let the warrior know and he would take of it he did not .I contacted trash warriors and let them know he is not responding to me at all. I hired trash warriors and they were responsible for any damages.All I ask for was $75.00 back for the damages that I have to pay someone to fixed .I contacted them many of times I even sent pictures right when it happened to them and they still refuse to settle.This is unacceptable for them to leave me with these damages and not come to any compromise or agreement to resolve the matter.He should have never tried to remove a couch by himself that size I never seen one person remove a couch.I"m not even asking for much back.it's going to cost me way more to get the damages fixed for what I am asking. I have never had a company that have no compassion and be this unprofessional.They yet to contact me and ask me was my damages resolved.