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:01/30/2025

  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.

  I have had Recology since they took over the garbage collection in my area several years ago. I have had over 10 missed pickups in the last 12 months, which is minimal compared to the billing issues I've had.I paid my balance in full, as reflected on the payment portal online. I took screenshots, because they have lost my payments several times in the past. The next day, someone came to pick up my cans for non payment.I explained I had Ready paid in full and showed them the screenshot. They left the cans. The next day someone else came and removed all of our cans as I attempted to show them I had paid. He wouldn't listen and drove away with them.I contacted Recology and was told I my account was closed for non payment and had been transferred to a collection agency. They refused to pull up my recent payment and did not respond to my email, with confirmation of it being paid.The collection agency sent a notice and I returned their appeal form. That was 6 months ago. I have never heard back and when I called to get their number from Recology, (I hadn't written it down from the appeal notice, as I had anticipated a response) and they told me they don't have any record of me or my being sent to collections in their system.They made sure to say I could not have service restored until I paid $1,700, but when I asked how they came to that number if there was no record of me in the system, they said to take it up with the collections company, that they minutes before, said they had no record of me being sent to.I again requested that companies contact info and the Recology representative, said she couldn't give it to me.All I want is my garbage service restored or to talk to someone who knows how to resolve my issue.Sonoma County needs an alternative trash collection company. Recology is not a professional or organized company and there's should some type of oversight..

• Initial Complaint

  Date:01/13/2025

  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 was charged $****** in error in return check fees through recology Doxo bill pay system. I have proof the money was in my accounts at the time. One ***** fee was charged in April 2024. The other (3) ***** fees were on my October 2024 bill. I was alerted my bill was due. I clicked pay now. System accepted and approved. Two days later I would get notice couldnt pay. Knowing I had the money I hit pay again, etc. finally I went directly to recology and paid. I was unaware of return check fees till I pulled up my bill online. The money was in my account to cover! I tried to resolve issue 3 times with recology and they refuse to refund ****** in fees. I feel something is wrong with their payment system Doxo.

• Initial Complaint

  Date:11/12/2024

  Type:Customer Service 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.

  In the 4 or so years we have had their service, they have missed pick up service more than dozens of times. It happened so frequently that the bins would constantly overflow because of the failure on their part to perform their services. Now they are charging us for overflowing bins, an issue caused by them. They started a "program" around September that required customers to ***ort missed services to the company. No notice of this change in policy was ever issued to us until the extra charges arrived. We had originally contacted them to try to resolve this issue but their response was that we did not ***ort the missed services so the fault lies with us. While they did provide a solution to ***orting the problem, they seem to fail to understand how long of a wait one person must be on the phone to even speak with a *** from their company. Reporting is not an easy option every single time they miss a service. This seems like it the system was designed this way to discourage ***orting. So in essence, this company charges you for their mistakes.

• Initial Complaint

  Date:10/29/2024

  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.

  We have had numerous missed trash pickups at our address -- we've been trying to work with Recology to address the issue but they have been less than helpful. We have lived at this house about four months. Over those four months, they've neglected to pickup the trash at least twice, the composting bin at least once, recycling pickup has been a day late at least 5 times. The last time we had a missed trash pickup, we called Recology, they said they'd come out to pickup the trash but didn't ever come back. When I report recycling issues they say they won't do anything because "it's a free service".Last time the trash was late, I spoke with a supervisor said they would work with me to get a larger bin at no cost given we have had persistent missed pickups. However, when I called to ask for this today, the agent was argumentative and rude, requesting that I go through the same process as before -- talking with a route supervisor. He refused to transfer me to a supervisor who would be more able to assist.I would like Recology to give us a larger trash bin at no cost as previously discussed given the frequent missed pickups, and lack of follow up when I've reported issues. We can't just leave extra trash bags on the street given we have many animals in our area. I'd also like a credit for every missed pickup that we've had.

• Initial Complaint

  Date:09/26/2024

  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.

  My wife and I pay $93.72 for Recology's commitment to collect our garbage weekly on Wednesdays.Recology did not fulfill its commitment on Sept 25, 2024. I called them and spoke with *****. She said to leave it on the street for pickup on Thursday or Friday. I explained that I have mobility concerns. I attached a photo of the blue recycle can with a box under the lid. The box in the picture is folded in thirds, however, it doesnt stick up very high. He couldve used his arm lift with no issue. The truck driver was too lazy to get out and pull the cardboard out.Recology would rather have me walk back and forth to the curb, instead of performing their job correctly the first time.We used to have a driver that would get out of the truck. Or if I had extra bags, he would empty the can, then extend it to me to put more garbage and wait for me to step back each time.

• Initial Complaint

  Date:08/29/2024

  Type:Billing 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 have submitted payment and wish to continue paying until balance is paid. I have contacted Recology Sonoma Marin they did not accommodate my request for a payment plan. They said they will send to collections if not paid in full They did not resolve my problem

• Initial Complaint

  Date:05/18/2024

  Type:Order 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 signed up for service with Recology Sonoma-Marin on April 24th, 2024. I am on a payment schedule of $38.15 per month (paid quarterly), which provides weekly trash collection in the following designated bins: a 32 gallon trash bin, a 64 gallon recycling bin, and a 64 gallon compost bin. I was informed these would be delivered the following Friday. The Trash and recycling bins were delivered, but the compost bin did not arrive. I have had to call in weekly to confirm the status of this green/yard waste/compost bin, and I was always promised a date that they failed to deliver. Their steps to resolving this issue is for me to keep calling in until they are delivered, which still results in a failure to deliver. This issue involves the consistent failure to deliver the yard waste/compost bin so green waste collection can begin. Getting my yard waste/compost bin delivered will resolve this issue.

• Initial Complaint

  Date:01/30/2024

  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.

  I have Monday morning trash collection, so I leave my bins out on the curb every Sunday night. Last Monday, I called Recology to let them know they failed to collect my garbage. I was told to leave my bin out and they would return. They STILL failed to pick up my garbage. When I called again, I was told I would be charged extra for the trash collectors to return. This is a service required for public health and safety. I pay without fail. My garbage needs to be collected.

• Initial Complaint

  Date:12/20/2023

  Type:Customer Service 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.

  Recology is monopoly provider of refuse collection in Sonoma and Marin counties, usually OK but last few months very erratic service: missed my garbage bin collection twice and failed to make scheduled pickup of oversized items on Dec 14. Contacting the company by phone is arduous, with promises for missed services going unfulfilled, and contacting them via their email connection never results in a reply from them beyond thank you for contacting us, a customer service rep will contact you shortly - but that never happens. Even their email contact site doesnt work well, as if they really dont want to hear from their customers. This system is very frustrating and insulting to customers. Very unprofessional too; with no competition, one gets the strong feeling that Recology doesnt really give a **** about customer service, or providing good, competent service, at approx $155/quarterly, and rate increases once or twice every year.

• Initial Complaint

  Date:12/10/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 manage 89 Apts @ 450 Entrada Dr. ** are paying for trash & recycling Bin pick *** 3 times a week. For the past few months, Recology Sonoma Marin has NOT PICKED UP the bins ALL WEEK. I called yesterday Friday Dec 9 to be sure that the bins will defintely get picked up bcuz they are OVERFLOWING esp with the heavy rains coming, I was told she would "send a note to the driver" to be sure this would get done. Today Sat Dec 10 IT WAS NOT PICKED UP !! This has been an ongoing problem, NO consistent dependable service. Can you even imagine with 89 units what an OVERFLOWING MESS THIS CASUSES.I AM LIVID. ** are stuck with Recology Sonoma Marin bcuz there's no other company to use and they have the monopoly on this service and yet even with NUMEROUS complaints WE CAN NOT DEPEND ON THEM TO DO THEIR JOB !! THIS IS A VERY SERIOUS MATTER! PLEASE HELP!!

  Business Response

  Date: 01/06/2023

  The issues that we were having the last few months have been due to staffing issues. We have had 15% of our workforce out to multiple reasons that we cannot discuss due to employment laws. We have since hired more drivers and have gotten drivers back from leaves etc. We have for the first time have had the two full FEL routes available to service this area back this past week and we are continuing to monitor the situation with our ****** supervisor and our District Manager of the area. The plan moving forward will be as follows: The supervisor or District Manager will be placing service reminders for all drivers for this area for the foreseeable future and will be going by and checking the site on service day to ensure that the service has been provided on the given service day. We have provided direct phone numbers for the supervisor and the District Manager should any issues arise.

   

  Customer Answer

  Date: 01/11/2023

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