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:09/03/2024

  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.

  Over the past four months, there have been four occasions where the mandatory valet trash service, provided by TrashButler.com, has failed to collect my trash. Despite being a non-optional service included in the lease, the service has consistently fallen short. TrashButler.com holds a D- rating with the BBB and has numerous complaints against them. Their pickup process is unnecessarily complicated, with 3 main steps and 14 different requirements. Most recently, they skipped my door and left a note claiming the trash bag was not tied, even though it was placed in their provided bin and set outside my door. On several other occasions, they simply skipped my door. This issue isn't isolated to me; multiple neighbors have experienced similar neglect, leading to fire safety violations as trash piles up in the hallways. Despite paying $30 per month for this service, there is no quality control, and opting out is not permitted. When I raised these concerns with the property manager, ************************* from LyraSarasota.com, she blamed me and defended TrashButler.com, ignoring my valid complaints. The service has failed to meet its basic obligation of picking up trash 5 nights a week, which amounts to $1.50 per pickup day. I am requesting a full refund of $450 for the 15 months I have paid for this subpar service and the ability to opt out moving forward.

  Business Response

  Date: 09/03/2024

  Hi *****-

  We at Trash Butler pride ourselves on delivering the best possible service to all our customers. We apologize if you feel as if you have received service that has been less than great. Our employees are trained to not remove any trash that is not completed tied, has visible holes and leaks, and not inside of the provided bin. When we encounter trash that do not meet the guidelines, we leave the trash for the safety of our employees and leave an infraction explaining why trash was not removed.

  Unfortunately, Trash Butler us not able to provide refunds, and any other concerns regarding opting out of service would have to be addressed through your apartment community. 

• Initial Complaint

  Date:05/10/2024

  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.

  Employee fails to pick up trash almost every time. I have Ring footage of him deliberately leaving bags in the trash or not picking up the trash, skipping doors, and sometimes just not even showing up. If these employees cant pick up the trash like we pay them to, then I think it would be best to part ways with residential companies and shut down this business. Ill be reaching out to my leasing office to let them know they are better of saving their time and money and this is not a service they should be offering any longer and as I can take my own trash out and Ill be SURE that it gets taken out.

  Business Response

  Date: 05/24/2024

  Hi *****************************-

  We apologize if you feel as if you are not getting the best service and for any inconvenience this may have caused you. We pride ourselves on being an industry leader in our field. We have taken measures to ensure that service is no longer missed by requiring our employees to show photographic evidence that all bags within regulation are picked up. To ensure you continue to receive the best service, please make sure all bags are tied and free from holes or leaks, do not exceed number and weight maximum, and that small boxes are broken down.

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21692678
  
  I am rejecting this response because:

  The Butler doesnt even take pictures of the door how hes supposed to. & at this point I need a refund for a month of service of something because the fact that I had to argue with him about taking out trash that had NO issues. He then turned around and lied to his supervisor stating that my bags are heavy or leaking when in fact the trash can seems to vacuum the trash bag and a little effort need to be put into pulling it out. < **** has nothing to do with me. I have had to take my own trash out several times. *** received tickets on my door from him all because hes just LAZY. Valet Trash was a way better service than this and they have to DRAG the trash around in a huge bag vs Trash Butlers who have CARTS! 

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

  Business Response

  Date: 05/24/2024

  Hi *****************************-

  Once again, I apologize for what you feel is lackluster service. Although you may not see it, if our employee leaves a note (infraction) on your door with a reason as to why your trash was not picked up, they also had to submit a photo to their manager showing why.

  Due to the fact that we have a contract with the residence and not individual residents, we are unable to offer refunds. If you would like to speak to your Property Manager regarding service, please do so and they will contact the supervisor in charge of your area to find resolve.

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21692678
  
  I am rejecting this response because:

  I have a Ring Camera Doorbell. I can see EVERYTHING. Hes taken pictures of the door all of maybe 2-3x. He does not photograph the door and he is not always picking up the trash and no matter what you guys try to argue with I have VIDEO PROOF of him just being lazy. 

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

• Initial Complaint

  Date:02/18/2024

  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.

  Feb 13th, 2024 11:09 pm 237 County Walk Pl Unit 202 Front door step, open bag of clothes leaning against my door Gone for 5 minutes to run back to the laundry and they took it

  Business Response

  Date: 02/19/2024

  Trash Butler was made aware of this situation on last week by the Supervisor in charge of the property. We questioned the employee who serviced the property, and it was determined that the employee mistook the black trash bag as discarded garbage as it was placed by the door during trash removal times. Trash Butler has also been in communication with ********, the property manager and they too sided with Trash Butler as it being mistaken for trash. During the initial altercation, **************** **** was called to the scene where the office advised the resident to stop harassing the worker, and if our employee had any further altercations with the resident, they should be contacted to file a harassment complaint. Additionally, once trash is removed from the doorsteps, it is taken to the onsite trash compactor and compressed down, no trash is removed from the property. 

• Initial Complaint

  Date:11/27/2023

  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.

  This company consistently fails to address trash collection, offering frequent explanations for non-service through emails or posting dubious reasons on doors.

  Business Response

  Date: 12/12/2023

  Trash Butler thrives on being one of the industry leaders in trash collection. We sincerely apologize that ********************** has experienced service that he feels has been less than great. While we do provide excellent customer service, our ********************* are trained to not remove any trash that is not properly bagged and leave an infraction note for the resident explaining why their trash was not collected. If there was a note left behind as ********************** explained, then it means either his trash was not properly bagged, had holes or tears, or exceeded the limit. 

  If ********************** would like to leave his building and unit number, we could ensure that his trash is picked up from here on out, granted he follows the pickup guidelines. 

• Initial Complaint

  Date:10/26/2023

  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 apartment complex, *************** managed by Greystar, contracts Trash Butler for trash removal. I am forced to pay $25 a month without the option to opt out for this service. My trash is inconsistently picked upor not picked up at all. I tried to call the ******************************** and was only able to get a voicemail. I tried emailing trash butler directly and never got a response. I finally left a bad ****** review and trash butler got in touch with me. Since the beginning of September 2023 I have been emailing regularly that my trash is not getting picked up. They apologize, tell my my unit will be on their radar and my trash still doesnt get picked up. I would like to be refunded and opt out of this service entirely.

  Business Response

  Date: 10/27/2023

  Building 71, ************************************* is currently on radar.They have been on radar from 9/19-10/19 and then put back on radar from 10/25-current. Management went through and reviewed all past radars again and they have never seen trash outside of that unit in one of our radar photos. We had a meeting with the Property Manager last week and they have informed the resident about the correct times to have trash out based on findings during our radars. We have tried to make contact 3 times with resident with no answer. Voicemails have been left as well as a support ticket earlier this week when resident was placed back on radar and requested a Manger follow up. 

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20773856
  
  I am rejecting this response because:

  I have never received a call or voicemail from trash butler. Just this week my trash was not picked up on 22nd or 23rd of October. After sitting outside for 2 nights I took my trash to the dumpster myself. I am well aware of the days and times they pick up at my complex and my trash is placed outside my door well before the pick up times. 
  

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

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

  Business Response

  Date: 11/02/2023

  While there were days missed in the past, there have had no missed days of service on this unit and all other radars at different units on 10/22 and 10/23. There is zero documentation for Bldg. 71, Unit 303 for any of the dates in question. This unit has been on a radar from 9/19-10/19 and 10/25 to current. This community is currently being serviced within standard and we have reached out to the Property Manager to see if there have been any complaints from other residents and there have been none. We hope that this explanation helps with any confusion on our service to this property and our hours of operating service.

  As always, we take each complaint seriously and investigate these issues to better service our customers. 

  
  

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20773856
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  This is blatantly incorrect. I have been in contact with my leasing office. In fact, they told me there have been many complaints regarding trash pick up on Thursday, October 26th when I stopped in to complain again. Regarding October 22&23 the whole building had trash left outside their doors for 2 days. No ones was picked up. Pretty sure people just stop complaining because trash butler makes the process exhausting. If I am paying for a service it needs to be provided. I should not have to file complaints every time the trash needs to be picked up. I have read countless complaints on multiple sites regarding trash butler. Clearly I am not the only one having issues wth them. 

• Initial Complaint

  Date:06/14/2023

  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.

  This trash service is charged fo my rent each month and my trash is never picked up by this company. *** complained to this company since October 2022 and nothing has happened. I would like a refund for 8 months.

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair 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.

  Trash Butler is supposed to be providing trash pickup services in the apartment/townhome complex that we rent/live in. Increasingly over the past year they have not provided trash pickup services as contracted ( sometimes days in a row and Im not talking about days when the trash compactor was broken either) and even reduced our service but not what we are forced to pay them via our complex monthly fees. I have followed all of their rules and never received a notice of an issue. I have entered service forms via their only means of contact and so has our complex staff and management as well as contacting their answering service with no response. As I understand our complex manager even met with the local supervisor to discuss the repeated complaints from the residents and that not only was my trash not picked up yet again last night, but neither were other residents trash. Something needs to be done to address this companys lack or seemingly refusal to provide the services that they are collecting our money for.

  Business Response

  Date: 03/13/2023

   

  We have spoke with the property manager **** and we have been monitering the door nightly. **** is fully aware of the resident and has spoken with them on the process. We have received no complaints since the first message so please close out

   

  Customer Answer

  Date: 03/27/2023

  I sent the email awhile back that this was taken care of so please close out!!