ComplaintsforRed Oak Sanitation, Inc.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Wednesday, August 28th, a Red Oak Sanitation truck poorly attempted a three-point turn at the intersection of I live at. The driver of the truck drove over my landscaped area and crushed several items in the landscaped area. I saw this happen with my own eyes. The driver of the truck saw the damage as he continued his three-point turn, but did not stop. I have video of the truck that did this. I contacted Red Oak Sanitation to discuss the problem and sent them video and photos of the incident. They transferred me to their ****************** The ***************** is refusing to admit that it was their truck. Red Oak is saying that they did not have a truck in the neighborhood on that day. -That is a lie. I have contacted the owner of Red Oak Sanitation, **************************, to try to get this issue resolved. ******* has not responded.

  Business response

  09/10/2024

  The truck in the video as well as the truck that you show from the passenger side is NOT a Red Oak truck. If you look closer it is a completely different logo on the side of the truck.The Red Oak truck has a large pink ribbon as well as a bold company name.The truck you have a video of is a competitors and clearly not ours

  Customer response

  09/11/2024

   
  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,
  
  ****

• Initial Complaint

  09/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company continuously falsely states that an ACH or recurring payment is set up on my account. Evidentially they continue to charge what must be an old inactive card , after I made clear that I would call in the payment and was not authorizing any card to remain on file . The last payments I made were made by my calling in or online. Each time I made a payment, i have confirmed that my card is for one time payment and the *** has done so. There should not be a card or payment method authorized for them on file. There was none required at initiation of the account and I was told by the ***resentative they would not save the card on file..Attaching an example of the false record keeping. The email msg attached shows the company sending this email not recognizing the payment for Aug 1st was made by me online and then sending an email weeks later falsely stating the payment was due when it had been paid. or made online and had confirmation number.

  Business response

  09/04/2024

  Attached is a copy of the monthly invoice and the date the payment was made. Our late notice was sent out on 8/6/24 due to the payment not being made on time. The payment was made by customer on 8/6/24 after receiving the late notice. Her account is set up on a monthly auto draft group code, in which we bill on the 1st of every month. Since there is not a payment method on file to process the auto draft, she receives this late notice since the payment is not made on or before the first of the month. To prevent this from happening in the future, I have switched her account from a monthly auto draft group code to a quarterly group code. She is being sent an invoice for 10/1/24-12/31/24 by ***** Our system will only bill monthly from a credit card or ACH draft. Since customer refuses to have a payment method on file, her account will be switched to being billed on a quarterly basis. If she prefers to have it billed monthly, she will need to put a credit card or ACH information on her account. 

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I cancelled my service at March 23 2024 but money $75 for the next 3 months (April, May and June) already went from my bank account.As of today I haven't received my money back even I called 3 times in the meantime. Their excuse is *********** has delayed services and they are not responsible.My phone will show record that I called.Today 06/12/2024 spoke to *** customer service rep and also left a message to ****** (supposedly account manager) and still waiting on my check.This company seemed to be big scam and I want to resolve this issue.Thanks

  Business response

  06/21/2024

  TO ANSWER A COMPLAINT

  Customer response

  06/21/2024

   
  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,
  
  *****************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business refuses to pick up trash and recyclables. States they will not pick up any and all boxes even when broken down and put next to trash cans. States you have to rip them into pieces and put into a can then they may take them if the can doesnt weigh to much

  Business response

  03/06/2024

  customers service guidelines are governed by a contract agreement between ********** and Gwinnett county. Contract specifies that all waste and or recycling must be in a company provided container.

  Customer response

  03/06/2024

   
  Complaint: 21383505
  
  I am rejecting this response because: I have spoken to Gwinnett County Sanitation and the contract states that is the bare minimum that you have to abide by and that it is your choice if you wish to pick up items not in the bins. Other Companies in the area that service Gwinnett county have also confirmed that those are the minimum requirements and that they choose to pick up other items if they have the available space and means to do so. So plainly speaking you are sitting behind a guideline in a contract because you are lazy and to cheap to pick up and do the right thing for the residents in which you service. Your company sits behind these guidelines to save on their weights when they dump their items. You have chosen to s**** over residents within the county and do so openly. You should be ashamed of your behaviors. Your company is beyond ridiculous, cheap, and nasty to the residents in which they service. I have witnessed on multiple occasions your workers on trucks flicking off trashcans, kicking and complaining when they see things...they have made rude comments to residents and are basically lazy workers. 
  
  Sincerely,
  
  *********************

  Business response

  03/06/2024

  Please discuss the rules with your county sanitation department ************

  Customer response

  03/06/2024

   
  Complaint: 21383505
  
  I am rejecting this response because: Obviously you do not know how to read very well...in my last message it stated I already spoke to them. Someone from their office called me yesterday to discuss the issue...hence why I told you its is a guideline within the contract to pick up what is in the bins. It is left to the discretion of the waste management company if they choose to pick up anything outside of the bins or not. May I suggest going back to school and learning to read and digest the information that is being sent to you before you respond to me. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May5th, April 28th, and April 21st, Red Oak Sanitation has not taken all the trash in the provided receptical. They have often left significant trash in the bin every week. This has happened in the past and I have simply put it in the following week. This has gotten out of hand. The trash located in the bin was ripped open by the garbage men on the truck and left in the receptical. The trash is approved trash because they are empty paint cans. These cans are empty and dried so they are approved for normal trash.

  Business response

  05/09/2023

  i will direct this complaint to customer service to contact the customer in regards to excess trash and acceptable items per the contract with Gwinnett county

• Initial Complaint

  03/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We canceled service effective March 3 2023, cans were available for pickup on March 3rd. Red Oak chose to pick the cans up on March 10th, and are charging us for an extra week of garbage collection. WE DID NOT PUT GARBAGE OUT ON MARCH 10th. Our cans were available for pickup on March 3rd. Per ***** the policy is to pick up cans a week later and to charge for that week as their fees for picking up the cans. I asked where on the website is this policy listed, ***** said the policy and the so called fees for picking up cans is not listed on the website anywhere, however, it is in the "welcome letter". I asked for a copy of the actual welcome letter from April 2018, that supposedly was sent to us when we started this service. ***** stated he didnot have a copy of it. We never received a letter stating there were cancellation fees associated with our account. ***** actually admitted "now the welcome letters state that cancellation fees apply". Our March invoice was $31.20, we had three days of service at $3.02, so we expect a refund of $28.18, they are only refunding $17.57. I see that Red Oak posts the reply "they are no longer a customer of ours" to many complaints. No, we are not a customer due to underhanded unprofessional dealings. ************** agreed to an ***************** of $23.20 in May 2022 for two years with the required 80% home participation. Then after one year, they canceled the contract & increased rates to $31.20. That's roughly 190 homes that they are now servicing and within a year they canceled that HOA rate, it feels like a bait and switch. They got all these new customers then jacked up the rate without abiding by the contract. Secondly, instead of continuing with allowing 5 bags of yard waste, they mandated that yard waste must be in a can & you can get additional cans at $6/month each, this is on top of the rate increase to $31.20. We are no longer a customer but still expect our full credit effective March 3, 2023.

  Business response

  03/24/2023

   the statements about the hoa agreement are not correct, as far as the cancellation customer paid the balance due on 3/2/23 then called to cancel on 3/3/23 at 4:48 pm. at that point a ticket was made to remove the carts on the customers next service day being 3/10/23.when ******************* verified that they had removed the carts on 3/10/23 the account was able to be closed out and a refund request was issued

  Customer response

  03/28/2023

   
  Complaint: 19640823
  
  I am rejecting this response because:

   Red Oak Scheduled the pickup day, not us.  As stated, these cans were made available as of March 3, 2023 for pickup.   We should not be financially penalized because they waited a week to pick up the cans.  If you can't pick cans up sooner than one week, that's on you and we should not be financially penalized.  Our garbage service ended March 3, 2023, a refund needs to be made effective March 3, 2023.  As stated, they dd not pickup up any garbage on March 10, 2023 .  Attached are the notifications from our HOA President, stating that this rate was locked in for 48 months.  The rates were increased in 12 months and that is why we canceled this service.  It is dishonest to take our money for a service you did not provide.  We expect a refund minus ONE day of service.
  Sincerely,
  
  ***************************

  Business response

  04/10/2023

  Please see prior response on 3/24/23

  Customer response

  04/10/2023

   
  Complaint: 19640823
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business response

  04/18/2023

  please see previous response

  Customer response

  04/18/2023

   
  Complaint: 19640823
  
  I am rejecting this response because: see previous response: they continue to charge me for service they did not provide
  
  Sincerely,
  
  ***************************

  Business response

  04/28/2023

  Please see prior response on 3/24/23

  Customer response

  04/28/2023

   
  Complaint: 19640823
  
  I am rejecting this response because: they are ripping customers off.  I have all the time to continue this forever.  Consumers need to know what a rip off company this is.   
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There won't be a resolution other than me canceling this awful service. I posted a review online. The week following my honest review I was served with an updated bill for the next quarter. It went from $51 to $114. Including $2 for sending me a paper bill that I did not request. Canceling this account in the morning.MY REVIEW:Seems simple enough. We pay, you pick up the trash. Apparently it is much more difficult and complicated. We used Advanced for many years. WM bought them. Then shortly afterward we were gifted with the move to Red Oak, which is when problems began.In about 4 months they have failed to pick up our stuff 4 times. Our pickup day is Fridays, so when they fail to pick up we have to wait until Monday to call them and let them know.When we call and tell them they missed our entire street, they tell us each house has to call and schedule a pickup separately. So, when 10 houses call we have a major hassle getting through to anyone. When we do, after 2 or 3 of us get a rescheduled pickup they then declare that they are accepting no more special pickups for the week. So, the other 6 or 7 houses are screwed.This is totally unacceptable. It's a combination of bad processes, terribly designed trucks, and rigid attitudes about fixing their mistakes.I think I'll start burning anything I can and whatever I can't will go to the dump for $1 a bag.

  Business response

  11/01/2022

  unfortunately as we all know the prices from 3 or 4 years ago that you had with Advance no longer exist, as for missed pick *** we were only made aware of one miss on 10/17/22. We apologize for the miss and will do our best to provide the service you expect in the future

  Customer response

  11/01/2022

   
  Complaint: 18339470
  
  I am rejecting this response because: it isn't true. 

  You have missed our trash and/or recycling 4 times. But your process to accept calls is a total failure. So, of course,  you don't have every missed pick up in your system. How convenient. Your online forms are a dead end as well.  I've submitted contact forms twice and gotten 0 replies.

  You service is bad enough that "missed pickups" in an option on your phone menu when people call. 

  I don't care.  I'm over it. I'm not paying $9 a week for you to pick up 4 or 5 bags of trash. I'll drop it off myself at the dump for $1 a piece, if $0.50 when I *************** with it. 

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

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We started service in September and never received a trash pick up. They make you pay 3 months in advance only for them not get your trash, even in a subdivision with other collections. And when we called to schedule a missed pick up they just gave excuse after excuse saying the truck was late but it NEVER came! Then when I finally called to cancel services because non were being rendered their office lady wants to just yell at you and doesnt give one single care that their company is the reason for the issue. They also threatened to remove a trash bin they did not give us simply because they consider it theirs. Well I informed we are renting this home and it was their prior to our move in so it is not my property to give and she threatened to charge my account $75. This is an unethical business. They should be closed down.

  Business response

  09/27/2023

  unfortunately the ************** had a missed pick up back on 9/29/22 and there was some confusion on sending a miss truck back to her location. for the past several months it seems that there have been no issues with service at this location.

• Initial Complaint

  09/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had used **************** as our waste disposal service company. Our route was sold to Red Oak Sanitation (ROS). Wednesday, Sept 28th, a Red Oak flat bed truck with trash cans on it, came and took our **************** trash cans. I presumed Red Oak trash cans would've been left in place of the **************** (WM) trash cans. When no cans were left as a replacement, I called and email ROS. In return, *** said, "The cans were removed due to nonpayment. The September quarterly billing has not been paid or processed. We have attempted to reach out to the number on file **********". First, that is NOT our phone number (never has been) and have lived at this location since July 2021. Secondly, we received nothing from ROS about account information. As we can still logon to our WM account, we show a credit (to us) of $42 dollars. *** told my wife, the account import from WM to ROS must have been the problem. We're not past due as this location didnt even have an account setup because of the failure between WM and ROS.ROS has left this location without sanitation services; even asked us to pay an additional $110 dollars to begin service (when we already had service) and ROS will not provide service delivery (trash cans) for 7 days. We are being robbed and dragged through business processes where we dont have a part in... we are casualties of larges mistakes. We live in a area near woodlands and will be over run with mice because our trash will sit on the garage floor because ROS has wrongfully deprived us of our ability to dispose of waste. ROS should have a business process to recover from their mistakes when they cannot provide a necessary civilized service.

  Business response

  10/10/2022

  according to our records the concerns have been addressed and customers carts have been delivered

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Repeated missing trash pick up. Have called 5 different weeks for missing pick up. 4 other weeks was picked up a day or two later so did not call. Pay for a service that is not being provided as paid for. Have called a complained to company 5 times already and it is still happening. Cant change company so we are stuck with this rotten service.

  Business response

  09/22/2022

  customers desired outcome is our company goal as well

  Customer response

  09/22/2022

  Not satisfied.  Actions speak louder than words.  Do what you are paid to do not say your goal is customer satisfaction when you many other complaints from many other customers for these same issues and they are not being corrected.  

  Business response

  09/26/2022

  issue has been answered and resolved

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