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:12/24/2024

  Type:Service or Repair 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 trash *** *** is the best always goes out of his way to get the job done then they replaced him well its been a crapshow dealing with this company apparently they love to blame there customers they lie to their customers they fail to pickup at least once a month they break ur trash can and claim its ur fault they spread trash all over the road cause the driver didnt use the truck properly but blamed us claimed to day the driver had a time scale they had to keep to but 20 min later seen the trash guy at the maverick for 30 min then came home to my trash cans gone after they told me they cant come on my property cause of safety and liability but 45 min was walking on my property with no adult there then i call up to find out first they said we cancelled our service then 20 min later they said they cancelled it all this company does is lie and deceive and they even told me there big enough now they dont care about there customers wow great service so dont complain or write a review cause they will cancel ur service wow guess more people should switch to a company who cares about there customer they dont take responsibility and there rules change constantly to make ur the client a bad person and they broke my trash can

  

  Business Response

  Date: 12/28/2024

  This is just another example of how the BBB is used by entitled people who do not know how to treat others with respect run to reviews to try to extort or hurt a business when they dont get their way. These people did not do their part and failed to put their items out. Both the husband and wife called in, acting like childrenscreaming and cursing at our *** team, trying to threaten them with their '***** friends leaving bad reviews.' Good luck with your next service; we hope you can put your items out for them and act like adults.
  

• Initial Complaint

  Date:10/13/2024

  Type:Product 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.

  On July 10, 2024, soco waste took a $7070 payment instead of a $70 autopay - Ive been working since then to get this payment back.I requested a refund and was told they couldnt process ******* has been in dispute process, and socowaste has not responded.Soco waste sent a letter saying they refunded money in September 2024, and have yet to refund any money.

  

  Business Response

  Date: 10/13/2024

  Please take responsibility for your actions and stop trying to make a small business look bad on the internet. The amount of you said we processed was not processed by us it was manually entered and processed by you on your end on the online payment portal. You chose to let your card company refund you to avoid the credit card fees you had racked up by processing this amount of money on our online system. We have not heard a single word from your credit card company if you would like to have them contact us the phone number is ************* 

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22417388
  
  I am rejecting this response because:

  I have provided all documentation and information on how to work with **********

  this company claims that I have authorized a charge of $7070 for a $70 charge. They should never have processed such an egregious charge. When I asked for my money back, I was told that they would refund all but $600+ of credit charges from their bank. That isnt a sufficient refund. 
  
  I am at this point needing to solicit legal support for help.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 10/16/2024

  Lady.... you processed that amount yourself on an online sign up system and didn't notice for weeks....and then you sent us an email with the information ********* asked YOU to provide. We are not an authorized user on your account we cannot access your account and YOU made the payment for that amount by YOURSELF then you said you were going to contact them and have it reversed and you did not. You also said they would contact us which they DID NOT.  Now you're on the internet trying to make a small business look bad over YOUR mistake.  Like I said take responsibility for your actions and grow up.    

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22417388
  
  I am rejecting this response because:
  I will not accept harassment nor slander. I have provided all documented evidence and will keep this as evidence for legal proceedings.
  

  Ive not received a refund. My bank has tried to contact this merchant 3 times. 

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

  Customer Answer

  Date: 10/30/2024

  Soco waste finally processed refund 10/28 

• Initial Complaint

  Date:02/06/2024

  Type:Service or Repair 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.

  I had a brand new radiator delivered to my house. It was ************** with protective film and the invoice. The trash man took it away with our trash and I've been unable to get any response at all by phone for 8+ days. I told them that I had the radiator delivered and they called the radiator shop who did not do the delivery and told me via email that since the radiator shop didn't deliver it there it's my problem and they would do nothing for me. What does it matter who delivered the radiator? All I can do is leave messages.

  

  Business Response

  Date: 02/10/2024

  This review alone is why people do not pay or trust the better business bureau as it is used to harm companies and black mail them.  

  This is a person trying to bully our company into paying for a used radiator that was in an open box next to his trash can. 

  We have seen the receipt for this radiator from a used radiator shop the problem we have is the story keeps changing and we have phone recordings of every call.

  We contacted the driver and found the box was wide open not wrapped and a beat up radiator was inside of it and it was leaning on the trash can. 

  First the customer accidently put a radiator next to his trash, then we were told a person that doesn't even live at the residence put it there and it's his radiator, then he told us it was delivered by a company when we contacted the company to resolve this with them they said it was picked up in person now he's saying a delivery service dropped it off. 

  If any of these are actually the case it is still not our responsibility as the customer pays us for a walk up service to take his can plus items sitting in his trash pile next to the can. 

  Our driver did his job picked up your trash with your items next to the trash and we will not be black mailed by your bad reviews you need to contact the delivery company that supposedly put your item in the trash they would be the ones responsible. 

   

   

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21254435
  
  I am rejecting this response because:
  

  This business continues to downplay their role as this was a brand new radiator, it was brand new in-box, protective plastic blue film all over the thing and an invoice in the box. It was leaning on a fence tucked away behind the trash cans, so that it wouldnt be noticed and package thieved. This business never let me speak to anyone but a secretary, and then they blocked me on the phone and have been acting like three-year-olds with their fingers in their ears. They single-handedly screwed my attempts to fix my car and cost me weeks of productivity. This is absolutely insane.
  

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

• Initial Complaint

  Date:01/29/2024

  Type:Product 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.

  On November 21, 2023 we entered into a 3-month service contract with SOCO Waste for residential garbage pickup, with the first pickup scheduled for Friday, December 1, 2023. Their website offered a free month of service for signup, but when we initially signed up and asked about it we were told this would only be credited towards the 4th month, after our initial 3-month contract. Accordingly, we paid $63 to SOCO at their quarterly residential rate. We have a copy of the receipt and of the web ad for a free month of service.On Friday, January 26, ****, SOCO skipped our pickup and said this was due to weather. Our neighbors, who also have a Friday pickup schedule, but with another company, had their trash picked up by their provider on the designated day. SOCO instructed us to put out our trash on Monday for pickup since they had elected to skip it on Friday.I placed the trash out today, on Monday, and right after the garbage was picked up, we received a call from SOCO to say that they were cancelling our service effective immediately for no reason other than they think our neighborhood is not worth the trouble for them as a money-making business. They said they would issue a refund only for the remaining time period for which we prepaid but would not receive service.Future potential customers need to know which businesses would cancel a prepaid contract immediately with no advance notice and for any arbitrary or capricious reason. They also need to know which businesses will drop service areas and neighborhoods at their own convenience but not disclose blackout areas on their website. And they need to know which businesses dangle a one-month promotional credit as a sign-up incentive and then refuse to honor it.

  

  Business Response

  Date: 01/29/2024

  This customer has already received a refund to their credit card for the remainder of the service plus a month worth of service to cover their free month and we still have one last pick up so the customer still has a week to call the company we referred or any company of their choosing most companies deliver a trash can in one week or less. 

  We did not know we would not be able to service this area and it would become a "black out area" until recently and we decided to discontinue service in this area after seeing our full size trucks had issues getting in to the area due to weather and the size of the roads. This customer knew we had issues safely accessing their road because they also called in during the bad weather yelling at our customer service reps because our drivers did not want to take a full size garbage truck down a one lane road covered in ice and they stated  "they can try to come from a different direction".   

  Unfortunately, we care about our drivers, our equipment and our surroundings. We do not wish to hurt anyone or destroy property so we have to ask ourselves what happens when they do come from a different direction and have no where to turn around and are forced to go down the road they originally tried to avoid?   It would be irresponsible of us to ignore all of these safety and service concerns so when we realized this area would be a safety issue for our drivers and we would not be able to provide a high level of service if this happened again in the future, we made the hard decision to protect our drivers and we made sure to refer these customers to a company with a smaller 4x4 truck that would be able to access the area safely.   

   

   

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21216597
  
  I am rejecting this response because:  There are several false statements in SOCO's response.  First, they only refunded $21 of our $63.  They need to refund another $21 for the promised free month of service.  Second, the discussion I had with two customer service reps on Friday was civil, I did not "yell" at either lady, and they responded professionally with me as well, calling back and sending a text about delaying the pickup from Friday to Monday.  Third, we were told by the customer service rep on Monday that there would be no more pickups by SOCO, that they were cancelling all service immediately.  Fourth, the writer of SOCO's response is grossly exaggerating the road conditions of our neighborhood.  I have already spoken with two other immediate neighbors who have two other trash collection companies.  *************** had a weather delay this past week, with the one company picking up the trash as scheduled on Friday and the other picking up the trash as scheduled on Monday.

  Potential future customers need to be warned that this is an unreliable business and the owner/manager is very unprofessional in dealing with customers.  

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

  

  Business Response

  Date: 01/30/2024

   I checked the status of your refund last night and there was a refund of an extra month to cover the free month of service and I also checked our system and there is still one last pick up that was left so you would have time to find another company to service your property. Your neighbor uses the company we referred and that is exactly why we referred them for your area they run smaller trucks with 4x4 in your area.   Everything has been done on our end to make sure you had no gap in service and your funds were refunded I wish you luck with your future company.

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21216597
  
  I am rejecting this response because:  While I appreciate the more conciliatory tone in the latest response from SOCO, we checked our credit card account records online and the only credit that has been received from SOCO is the one issued Monday, January 29 for $21 to reimburse us for the third month of service, February, we had already prepaid to SOCO for the quarter.  Right after SOCO picked up our trash on Monday, January 29 (since they elected to delay the pickup from its normal Friday schedule on January 26), they called us to tell us they were cancelling service to us, and that they would issue a refund for the service we had already paid for but would not be receiving in February.  We still need another $21 credit, so that SOCO honors its website advertisement of one free month of service for signing up as a new customer.  
  
  Sincerely,
  
  ****************************