Complaints

This profile includes complaints for Trash Taxi of Georgia's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Trash Taxi of Georgia

  5421 Pine Ridge Ln SE Acworth, GA 30102-3120

  
• 

  Trash Taxi of Georgia

  PO Box 933 Acworth, GA 30101-0933

  

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:12/02/2024

  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 paid trash taxi ***** on aug 1st 2024 for a 3 month term i requested services be suspended september 2nd there policy states no refunds for cancellation mid term ok great then service should continue until the paid for term ends or a refund should be issued period you cant just take peoples money and not continue to pick up until the term paid for in advance is up oh and dont try to come at me with a can fee cause your can is still sitting at top of my driveway

  

  Business Response

  Date: 12/02/2024

  There is no cart fee on the account. The customer canceled on 9/2/2024.  We do not honor refunds in the middle of a billing cycle (payment was made on 8/1/2024 online for the August quarter). See website FAQs and Guidelines on our website under "Billing Guidelines" for refund policy.  I have copied it below for reference.

  Billing Guidelines
  Trash Taxi will furnish the containers for your use to be delivered before the start date of the first pickup. The container(s) are owned by Trash Taxi and will be surrendered back to Trash Taxi if the customer discontinues service. If the can is not returned to Trash Taxi the customer is responsible for paying a $150 can replacement fee.
  NO refunds will be issued for services canceled within the billing quarter.
  Invoices are sent out 30 days prior to the due date. Accounts will automatically be charged a $25 late fee after the 10th of the month the bill is due.

   

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22625943
  
  I am rejecting this response because:
  i understand your policy states no mid term cancellation refunds that being said if someone cancels mid term for a pre paid service that service should continue until the paid for service term ends since youve already been paid to do 
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 01/07/2025

  Her response was to cancel the service as of 9/2/2024.Because her qtr. started in 8/1/2024 services were picked up the month of August.  She asked to stop service as of 9/2.
  
  Canceling on 9/2/24 is canceling in the middle of a billing cycle which we do not honor refunds in that case. 
  

• Initial Complaint

  Date:11/08/2024

  Type:Sales and Advertising 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.

  The driver on today and last Friday will not pull truck to the side. Last Friday the truck was literally across the whole road and even when asked refused to move truck. Today I pull out of my garage go down the road in our neighborhood and hear the same driver. Has the truck stop in the middle of the road and he and another employee pulling the garage can to the truck then walk them back several times before getting in the truck and moving.

  

  Business Response

  Date: 11/18/2024

  We did have a conversation with the driver about blocking the road during pickup.  We wanted to let you know that cars parked on the street make it very difficult to maneuver on small streets like this.  The manager has been notified. 

• Initial Complaint

  Date:09/06/2024

  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.

  9/6/2024 10am.Trash service came to pick up trash. Picked up partial amount, left mess in street. They rode by a 2nd time looked at the mess they made and just kept going. Company fails to answer phone or return calls

  

  Business Response

  Date: 09/16/2024

  Per guidelines, we do not pick up extra waste outside of household trash.  Our **************** Manager sent the driver back after speaking with you (within 10 minutes) and all of your waste was collected on the service day.

• Initial Complaint

  Date:04/03/2024

  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.

  After transitioning to a different trash service, we promptly notified Trash Taxi that their services were no longer required. We requested a refund for the three-month payment of $150. They assured us that the trash cans would be collected within a week and that the refund process would follow once the cans were retrieved.However, despite our timely communication and their acknowledgment of the full trash cans, it took Trash Taxi an extended periodapproximately a monthto pick up the cans and process the refund. To our disappointment, they did not refund the entire amount, citing the fullness of the trash cans as the reason for withholding part of the payment.This experience has been frustrating, and we strongly advise against using Trash Taxi due to their poor customer service and delayed refund process. Even when attempting to address the issue by phone, we encountered unresponsiveness. Its ironic that they were swift in taking our payment but sluggish in returning it.Upon receiving an email today indicating that my refund was in progress, I contacted Trash Taxi. However, the refunded amount was only $97.50, which falls short of the full payment. After persistent attempts, I finally managed to speak with a representative. According to the receptionist, the deduction was due to the trash cans being full. This explanation contradicts their initial assurance when I canceled servicesthey had assured me they would handle the situation without any mention of deducting funds based on can fullness.Furthermore, I was allegedly charged a late fee. It is perplexing that such a fee would apply when the payment was for services that were never rendered in the first place. I firmly request a complete refund of the original $150.00. Their actions amount to withholding my money due to their mistakes.

  

  Business Response

  Date: 04/11/2024

  Upon reviewing your account and the details of your request, we see that you were within the billing cycle when you requested the refund. As per our company policy clearly outlined on our FAQs and Guidelines page,refunds are not processed in the middle of a billing cycle. This policy is in place to ensure fairness and consistency for all our customers.
  It looks like a payment was made on March 1st after the account was suspended and was declined. Late fees are non-refundable.  In the event of a full CAN, a prorated fee based on a week service will be deducted to collect the waste left inside the container.  We have to pay to dump waste at the landfill.
  All calls are recorded and there was not a separate call for cancellation but only the call to reinstate service after the suspension of service. 
  Side note: We offer two weeks grace ****** on all suspensions which means an account would be three weeks late to go on suspension.

• Initial Complaint

  Date:02/07/2024

  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.

  One of these guys were servicing *************** today in front of the restaurant district. The driver honked his horn repeatedly, and then proceeded to provoke a fight between my husband and I (bordering on a hate crime since we are same sex). He leaned out of his car door stared me down and honked his loud a** horn at me as I was entering the restaurant. So his intent to start a fight with me - a random bypasser was very evident. This was at approximately 2:30-2:40 pm on Wed Feb 7th, ****. I do not want resolution except the man's job who did that. Fire this guy. He's dangerous. With the information above you should be able to determine who had that route at the location I described (***************) at the date and time provided. The only resolution I want is this man's lively hood. Good day.

  

  Business Response

  Date: 02/08/2024

  Drivers will honk the horn when backing to assure awareness and perform the maneuver safely. Backing is one of the riskier maneuvers since drivers have a limited field of vision. Other vehicles tend not to pay attention to our backing or rush passed which can cause an accident.  I am sorry that you thought this was deliberate.  I did see the ****** review.  Our driver didnt pick you because of your sexual orientation but was trying to notify everyone that he was backing up.  It is policy for our drivers to honk to assure we are doing everything possible to alert others of our presence when backing. The driver also had other vehicles and an *** truck he was alerting.  He was also wearing a health face mask and only his eyes were showing.

• Initial Complaint

  Date:12/05/2023

  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.

  I left my trash out the night before. We are allowed to leave the trash can, and 2 extra bags next to it. The trash truck came today, and I watched the garbage man lift, and look at the 65" TV box that was left next to the trash with only 1 extra bag (just following their requirements). After he was sure it was trash, he just left it. I picked up the box, and ran after the truck. When I caught up to the truck, the garbage man wouldn't even get out of the truck to discuss why he wouldn't take my trash, as is his job, but instead just told me that the box isn't broken down so he doesn't have to take it. First, I have seen Trash Taxi take TV boxes just like mine, even bigger. If I break down the box, and all of the packing, it would completely fill the garbage can, and I wouldn't be able to throw away trash for a week. Second, I called them while the truck was still in the neighborhood, and was told that the truck was an "arm truck" so it will only lift the garbage cans. Couldn't the garbage man put the box on the arm so it would lift it and throw it away?? I asked to speak to a supervisor, and was sent to their voicemail. No call back. Trash Taxi is a trash removal company, and I pay my bill on time each month! What am I paying for if the garbage man (whose salary my bill helps pay) can decide if he/she wants to take my trash or not? I now have to drag the box back into my garage, and put it out again next week. This is not acceptable! During the holidays, I have seen Trash Taxi take way more than what they "allow". This is not the first time they have not taken my trash, but I am now fed up with it! You are a trash company whose job is to pickup trash from paying customers. Right now you have your clients chasing your trucks, getting back talk from the garbage man (I wish I had gotten his name, as he was rude, and clearly not interested in doing his job). If Trash Taxi comes back with video, I promise I have more since I have 4 cameras facing the street.

  

  Business Response

  Date: 12/13/2023

   

  Thank you for bringing your concern to our attention, and we sincerely apologize for the inconvenience you experienced with our trash pickup service. We understand your frustration and want to assure you that we take such matters seriously.
  We appreciate your detailed account of the situation, and we apologize for any inconvenience. We aim to provide a reliable and efficient service to our valued customers.
  After investigating the incident thoroughly, we found that the box was not broken down but left in tact.  All boxes MUST be broken down for our drivers to be able to pick them up and crush them in our compactor.  Large double ply and triple ply boxes are very hard to crush in our compactor and they can damage the blades or at the very least keep the garbage from being crushed so that we can fit all the other garbage of the day in the truck.
  We will be glad to take it if you break it down and bundle and leave it beside your cart. Our drivers have been informed of our policy on boxes and he is unable to take any box without it being broken down.

   

  If you would like to review our policy I have included it below. 

   

  Collection Guidelines
  If you have any issues with your service, please contact us no later than 24 hours of your service day. You can reach us by phone, email, or text until 4:30 PM Monday Friday.
  Put trash out the night before your collection day. We start early!

  
  Service includes a full cart plus three additional bags outside the cart, no bags over 35 gal. (kitchen size).
  Any bags after the allotted three are $2.00 each and must be called into office at least one business day before service day. This includes residential size 35 gal. trash bags, not contractor bags.
  Customers are responsible for cleaning their trash cans. Keep yours happy by using disinfectant! Your can will stay cleaner longer if you bag your trash.
  
  Personal trash cans will not be serviced as they are unreliable and easily damaged.
  
  Georgia law prohibits us from collecting batteries, tires, oil, liquid paint, or combustible materials deemed hazardous, such as propane tanks or acids.

  
  Bulky materials such as drywall, concrete, bricks, dirt, tree limbs, lumber,  carpet or rocks are not accepted for regular pickup.

  
  Furniture and Major Appliances will be taken if you call the office for a special bulk item pick up.

  
  Cardboard boxes smaller than 25 X 50 inches will be taken if they are broken down and bundled with tape or string. Larger boxes with triple cardboard walls jam up the truck compactor and cannot be taken.

  
  NO BATTERIES of any kind! These can start fires in our trucks.

  
  NO Car parts allowed such as Brakes, Rotors, Tires and ************* These items will not be accepted.

  
  NO metal materials, rods or bars can be taken at the curb as they can puncture our compactor.

  
  Use proper disposal of needles with sharps containers as advised by your physician.

  
  We do not accept dead animals.

  
  Notify our office immediately when moving or transferring service.
  Remember, dont forget to tie your trash bags.
  Note: Any prohibited item placed in your trash cart will have to be removed in order for trash service to be continued for your next service day.  

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20962887
  
  I am rejecting this response because:
  The box was broken down, it was taken yesterday (nothing changed). You mentioned the driver has to lift the box into the compactor, but the representative I spoke with said it was an arm truck and the driver cant just throw things into it. So you are contradicting yourself. As I stated before, and watched them do it yesterday, the box could have been put on the arm, like they did yesterday. So as stated in my original complaint, your drivers decide what they feel like taking and what they dont. They need to be consistent, and take the trash as that is their job!

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

  

  Business Response

  Date: 12/21/2023

  Our policy is as stated, below (this was taken from our FAQ page on our website)

  Collection Guidelines
  If you have any issues with your service, please contact us no later than 24 hours of your service day. You can reach us by phone, email, or text until 4:30 PM Monday Friday.
  Put trash out the night before your collection day. We start early!
  Service includes a full cart plus three additional bags outside the cart, no bags over 35 gal. (kitchen size).
  Any bags after the allotted three are $2.00 each and must be called into office at least one business day before service day. This includes residential size 35 gal. trash bags, not contractor bags.
  Customers are responsible for cleaning their trash cans. Keep yours happy by using disinfectant! Your can will stay cleaner longer if you bag your trash.
  Personal trash cans will not be serviced as they are unreliable and easily damaged.
  Georgia law prohibits us from collecting batteries, tires, oil, liquid paint, or combustible materials deemed hazardous, such as propane tanks or acids.
  Bulky materials such as drywall, concrete, bricks, dirt, tree limbs, lumber, carpet, or rocks are not accepted for pickup. A small dumpster is the perfect size to rent and get those items taken away.
  Furniture and Major Appliances will be taken if you call the office for a special bulk item pick up.
  Cardboard boxes smaller than 25 X 50 inches will be taken if they are broken down and bundled with tape or string. Larger boxes with triple cardboard walls jam up the truck compactor and cannot be taken.
  NO BATTERIES of any kind! These can start fires in our trucks.
  NO Car parts allowed such as Brakes, Rotors, Tires and ************* These items will not be accepted.
  NO metal materials, rods or bars can be taken at the curb as they can puncture our compactor.
  Use proper disposal of needles with sharps containers as advised by your physician.
  We do not accept dead animals.
  Notify our office immediately when moving or transferring service.
  Remember, dont forget to tie your trash bags.
  Note: Any prohibited item placed in your trash cart will have to be removed for trash service to be continued for your next service day.

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20962887
  
  I am rejecting this response because:
  You keep sending the guidelines which does not address this issue! I called the day, in fact, while the truck was still on my street, and I followed ALL guidelines. Your driver picked up the same item, in the same condition the following week. So, the driver who didnt take it, didnt do his job! 
  

  Instead of sending me guidelines that can easily be found on your website, why dont you actually look, and read the complaint? Youve now sent me almost identical responses which do not relate to my complaint. Either you dont care about your customers, or you only know how to be consistent in your responses to the BBB, but not the service I pay for. Once again, I pay $70/month for you to pickup my trash. I chased your driver down because he didnt. The same item was taken the next week in the exact same condition. Never should I have to chase down the truck to take my trash, nor should I have to receive lip from the driver after I run down the street with trash. Do your drivers know customer service? You mailed out a long email about taking gifts, and how much work you put into it so your drivers are compensated. Why not take a look at your customer service, and spend some time working on that instead of getting more money out of people? Or is that all you care about; money? Your trash collectors NEED TO DO THEIR JOB CONSISTENTLY, AND NOT ARGUE WITH CUSTOMERS! 
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/16/2023

  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.

  I paid for the trash service on June 8th for a QUARTER ( 3 month ) so you could assume that your service would run from June 8th till September 8th. That is not the case they sent me a bill in July with a due date of August 1st, then my service is suspended on the 14th of August. I would like to know why its advertised as a quarter of service for the price they give, but then turn around and suspend the service prior to the quarter being reached. I either want my service for the actually amount of time I paid for, or refund me the difference. This is a very shady and unethical way of operating. Don't tell customers its a quarter of service when thats not what you give.

  

  Business Response

  Date: 08/24/2023

  This customers bill was due 05/01/23 for the quarter of 05/01-07/31. They submitted a LATE payment on 06/08/23 (39 days past due). This amount was $108.25 which includes $83.25 for the quarter of 05/01-07/31 and a $25 late fee. The most recent quarters bill was generated on 07/01/23 to be due by 08/01/23 for the quarter of 08/01-10/31. This payment has not yet been made causing the account to be 23 days past due; therefore, as stated in our terms and conditions the account went on suspension as of 08/14/23 until payment is received.

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20479443
  
  This isnt a car note or an electric bill where service continues even if Im late. When I paid you guys on 06/08 from the moment it should be three months, when I didnt pay my bill on 05/01 my trash stopped being collected which means zero service was provided. How is the bill I paid on 06/08 cover the month of may where my trash wasnt collected. Sounds like I may need to involve an attorney because god only knows how long and how many people you guys have done this to.

  

  Business Response

  Date: 08/28/2023

  I have explained fully that you are not due a refund and you had service even while you were delinquent for two weeks.  In further research, I have found an old account from your email address that was put on suspension and never paid.  It seems to be your habit.  You can seek an attorney if you wish but the facts are stacked against you and you have a habit of non-payment.  If you are late for any utility, the same is true. 

  Customer Answer

  Date: 08/28/2023

  Yet again, this is a service that is paid in advance so someone pays and then they get 3 months of service the 2 weeks past the bill that guys serviced us when I hadnt paid is what should of happened along with another 2 weeks. There probably is another account from a prior address but I can not stress this enough ITS A PAID IN ADVANCE SERVICE if I didnt pay the other account that means I didnt want it anymore its not like you provided 3 months of service then I pay. Yet again I have zero contract with you guys I paid for 3 months of service which you failed to do end of story 

  Customer Answer

  Date: 08/28/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  

  Business Response

  Date: 08/30/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  

  Business Response

  Date: 08/30/2023

  Better Business Bureau:

  I have documents and information I will present at the mediation with a shared screen.  I am asking that ******************************* be present at the meeting since she is the account holder.

   

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

  Trash Taxi of Georgia

• Initial Complaint

  Date:06/21/2023

  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.

  Hello! I been paying them for the past 2 years without knowing i dont have to pay at all. Because, my HOA already pay them. So, they been took my money and my HOA money. When i found out, i dont have to pay them for all those years. And asked for money back. They refused, to give my money back for the past years. They only refund my money back last 2 times during this year. This business is not honest at all. The manager was the worst talking to her.

  

  Business Response

  Date: 06/30/2023

  I responded by email to BBB directly with an attachment phone recording 

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20219203
  
  I am rejecting this response because:
  I didnt see what was their answer 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/05/2023

  **************** is part of the Chestnut Hills HOA which pays for trash service only for all their residents.  Originally, they paid for both trash and recycling.  When they decided that they will pay for trash only, we contacted each resident that used the recycling service and asked them if they would still like to continue with the recycling service and discussed the cost.  I have included the recording of *************** agreeing to continue the service.

   

  We will not offer a refund because she did receive the service and her HOA did not pay for recycling.  *************** was only charged for the recycling part of her bill. 

   

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

  Sales and Marketing Representative

  Trash Taxi of Georgia

• Initial Complaint

  Date:12/08/2022

  Type:Billing 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.

  Trash Service was transferred from Georgia Waste on 10/1 to Trash Taxi we were notified on 9/20. During this time, we were notified that this was being done. Our account then incurred a bill for the Quarter from 10/1-12/31 for the amount of $53.01 Our daughter had emergency surgery the week and so it slipped our mind to pay our trash bill. The services were provided up til Nov 4. And later received a suspension notice on 11/14. I later paid for the services on 12/2 for the full amount after it was previously indicated I would only have to pay for services 10/1 - 11/4 by the previous agent that reinstated my account. When I called to see if they would pick up the 3 weeks of trash to accommodate the weeks of suspension they said no. Even though I had back paid for the services. When I asked if they could tack 2 weeks onto my service in ********************* who I spoke with at 4:04pm on 12/8 stated they would not be able to do so. Even though I back paid them for services so did it receive. I then asked to cancel services and ***** stated they she could cancel but wouldnt be able to provide a refund for the month of December. Despite cancelling for services I would not receive.

  

  Business Response

  Date: 12/15/2022

  All invoices are sent out 30 days prior to the due date.  We ***** a two week ***** ****** for all late payments before we suspend service as a courtesy to accommodate customers who have issues that come up.  That gives the customer 59 days to pay their bill before they are suspended.  In looking up this account, I found another account under this address for *************************** that was on suspension and was never paid from 2017 which still owes $64.76. 

   We feel like we have given enough ***** for this late payment .  The payment was to reinstate the account not add additional weeks because of an error on the part of the customer.  We do not owe this customer for two weeks of service as we did service the account for two weeks without payment.  No refund is in order.

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18545920
  
  I am rejecting this response because: The account in question is under the name *********************** and is regarding the account that was apparently assumed from Georgia Waste where there was no bill or indication that services were being transferred sent out 30 days prior to service being assumed. In fact the only information we received was from GA Waste indicating services were being transferred to Trash Taxi on 9/20 to which  my services were paid for with them up until 9/30.  When I called into question why I had not yet received a bill from Trash Taxi they told me we would be receiving one soon. In fact we did not receive a bill  until after 10/7 in the mail letting us know we had been acquired and our trash had not been picked up. Shortly there after our daughter was hospitalized and honestly completely forgot about the bill because she was in the hospital for a month. Upon receiving the notification of suspension on 11/14 I attempted to find out what had happened because we thought we had paid, to which was our fault for assuming but given the chaos of the previous month we went ahead and paid on 12/2 for an entire quarter of services. 

  To which brought us to here. Where we simply asked if we could leave the trash that was not picked up from the weeks previous to satisfy what we back paid for. And ***** was extremely rude to my wife, no empathy or understanding of what had transpired or lack of communication or knowledge from the transfer of GA waste. 

  The bill we finally received from Trash Taxi was on 10/3 for the amount of ***** due to a positive balance left from Ga Waste. The issue is not so much the amount or that we ultimately paid for service or even the refund. Its the fact that given the timing of the transfer, the timing of the bill from Trash Taxi and the misunderstanding as to what was going on in the most of our daughter being hospitalized Trash Taxi of Ga advertises that their customer service is exceptional and understanding when in fact they are not and seems to be more of a testimony to what is reflected on our Next Door by customers who are looking to change because of the lack of actually customer service. 
  

  Lastly, this brings me to 2017 to which services were suspended on 4/12/2017 because of the number of pick *** that were missed on 3/3 and 3/24 of 2016 and we were dissatisfied with the service and failure to remedy therefore choosing not to continue which was exactly one month after the start of the quarter therefore a full quarter payment is not necessary and the account was then closed, services were not rendered thereafter, the can was picked up on April 20 a week later, and the account was closed resulting in a $0 balance. 

   

  
  Sincerely,
  
  Guy 

  

  Business Response

  Date: 12/16/2022

  This is the most detailed information regarding both accounts.  As of this response, we have no desire to continue discussion regarding these accounts.

  Back in 2017 he was a customer of ours. His bill was due April 1, 2017. His account went on suspension April 12, 2017. On April 20, 2017 ******** spoke with the customer regarding the past due balance of $64.76 at which time they still did NOT make a payment. On May 19, 2017 the account was closed out as a write-off because they never paid the balance. We picked up the trash can on June 8, 2017. At no point did they contact us or notify us of any missed stops at the end of March nor did they ever tell us that they didnt wish to continue service with us due to dissatisfaction of service.
  
  We reacquired them as customers Effective October 1, 2022 as part of the Ga Waste deal. On September 15, 2022 Ga Waste sent them their original statement for the quarter of 10/01-12/31 with a due date of October 3,2022. This statement included a note to the customer regarding the transition of service to Trash Taxi. Since the customer had yet to pay Ga Waste or us for 10/01-12/31 we sent them another statement on October 3, 2022 in the amount of $53.01 ($59.55 Quarterly rate - $3.99 missed stop credit issued on 08/25/2022 by Ga Waste). A text message was sent on 10/26/2022 1:28 PM and 11/2/2022 10:54 AM reminding them of the past due balance. They didnt respond to either of these messages. On November 14, 2022 the account went on suspension due to this balance not being paid and the customer was notified via email and robo-dial.They still did not submit any payment until December 2, 2022 in the amount of $53.01. On December 8, 2022 they called the office demanding a credit for the time the account was on suspension 11/14/2022-12/02/2022. When we notified them that we can not issue a credit for past due suspensions they demanded we close the account and issue a full refund. As we did pick them up from 10/01/2022-11/14/2022 this was not possible. The account was closed on December 8, *********************************************************************************************************** the amount of $17.67 even though we were never able to successfully collect our trash can. On December 13, 2022 we learned from TrashBilling that the customer has disputed the full payment of $53.01 that they made on December 2, 2022.

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18545920
  
  I am rejecting this response because:

  TrashTaxi indicated they did not pick up our trash can. The trash can they picked up was a Georgia Waste Trash Can as they acquired the route. I am working to see if I can get the video file sent over of the trash can pick up. Trash can was picked up on 12/15 @ 1:25 per video surveillance from our cameras and neighbors as well as a witness stating they did pick up the can at the end of driveway. I was also at home, the gentleman that picked up the van was wearing a lime green shirt, exited the truck went to retrieve the can lowered the mechanism that assists in loading the can, and later entered his truck and sat in front of my house for up to possibly 6 minutes and departed around 1:35pm. 

  In addition ******** at 8:16am with Trash Taxi this morning 12/16 was able to confirm the pick up. 

  If would be preferred if this communication could be handled over the phone. 

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

• Initial Complaint

  Date:10/04/2022

  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.

  10/4/22 Today I had my service canceled because I was accused of yelling? Now, I do speak loud and that has been like that for me since birth. This is due to hearing lose. *******, manager of the office was extremely rude. I was trying to find out why they were charging such a large amount for service fees. I told ******* that I am not paying this until I have answers? ******* cut me off and said "Thats fine I will cancel your services." She accused me of yelling at her over the phone. When she would never let me speak but simply talk over me. I am completely beside myself. I really am not understanding this kind of rude behavior from a Office supervisor. ******* told me that she was the office manager. I later finding out that she is not a manager but a supervisor. I was not getting through to her that I just needed to know the extra charge and other things. I had to finally talk to the commercial side and he had to help me. I was needing to know why that charge is there. This gentle man explained everything to me. I could hear ******* in the back ground bad mouthing me. Telling him to hang up the phone. He had also explained to me that the card on file ended in ****. This account has expired. ******* would not give me that chance to find out. The man, which I cannot remember his name, found out this information for me. He than hung up on me. I called back to confirm the card for paying for the account. He confirmed it with me and hung up again. I called back again, I explained to him that card has expired. I asked him if she canceled my account. To which his reply was " Yeah, yeah she canceled your account and credited back you November billing". None of this is what I wanted. Now, because of this. I am not receiving back my money Now, They blocked me from all calls. Every time I call, they will not pick up the phone. It just goes to voicemail. This is a horrible service from your business. I do not want my service canceled.

  

  Business Response

  Date: 10/12/2022

  This customer was rude and abusive to our staff including cursing.  He refused to pay a fee associated with the account.  We said we would cancel his account and he would not owe us anything further.  He was very upset by this and said he would have his lawyer sue ********* He later apologized and we reinstated the account.  We have kept the account and will continue to service his account if he treats our staff with courtesy.  I have attached the phone calls we recorded for your records.  

  Customer Answer

  Date: 10/13/2022

   
  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,
  
  *******************************