ComplaintsforCustom Disposal Service, Inc.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I moved in the property, *************************************, over a year ago. The previous owners recycling company has still not come to pick up the garbage and their two bins for over ONE YEAR. The business has no email address that I am aware of, and I have made more than my fair share of attempts in order to have them pick up their c*** Every time their route representatives arrive, I flag and stop them but they tell me that I am not on their route.It is summer and the foul Oder is disgusting. Both for me and the people that walk their pets or jog by the sidewalk. I am not sure what to do anymore. A year is a long time in my opinion for this to not get done.Please help me Thanks in advance.

  

  Business response

  07/27/2023

  Thank you for making me aware of the situation. Mr. **** also contacted our office in the last few days prior to the complaint and our office and myself have been in contact with him this morning. We have it on our schedule to pick up our property and the requested roll cart that belongs to a different company that happens to have our sticker on it. I am not sure how many times he has contacted us and what we have told him in the past about picking up our roll cart but we are on it now. Mr. **** has never used our service nor has he been a customer. We apologize for the inconvenience! Thank you!

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have addressed my concern with my service with Custom Disposal for several months with what I feel is harassing by the trash truck driver and workers. Each week I place my trash can on the curve and each week the workers place my trash can in the driveway to intentionally block my entrance to my driveway. I have sent several RING videos and pictures which clearly show intentional acts of blocking my driveway even after filing complaints with management. The last incident was recorded today, December 28, 2022. The workers continue to cause unwarranted stress and harassment on a weekly basis. Ms ******** has been helpful in her attempts to resolve my concern with forwarding my concerns to management; however, the workers continue to be passive m-aggressive with their continued harassment.

  

  Business response

  01/03/2023

  We have record of 3 phone calls stating that the customer did not want our roll cart left in her driveway over the past few months. We do not have record of her contacting us weekly as stated from what we understand is that she wishes for our guys on the back of the truck to leave our roll cart in front of the mailbox in the street after we empty ****************, this is against all our training and protocol. The ************ Postal service has contacted us in this neighborhood in the past and asked us to not obstruct their delivery drivers with the garbage roll carts. In addition, when we have left carts in the street we have had cars pass by and hit their mirror on the roll carts. A few times they expect us to pay for their new mirrors for leaving cart in the roadway that is paved for their travel. I have attached a photo that this customer provided to us.  I do not see that it obstructs her driveway but appears to be off to the side with plenty of room to maneuver around it. We have had two managers speak to the customer about the next steps after the 12/28 complaint. The next step is for a supervisor to come out on site and put a label or labels on the lid of our cart that says "please return cart to the location the customer has it in it in after emptying the cart. Customer states that the driver doesn't put it where they want it. However, the driver does not touch the cart. The driver stays in the truck most of the time.  But to say that this is harassment...that is preposterous and unfounded. In addition, the customer states what their intent is. This too is unfounded and lacks evidence. I agree that the crew does intentionally roll the cart back to the customers property after emptying it because that is their job. The " passive m-aggressive statement is confusing to us. We are not sure what that means. I suggest calling the police if being harassed. I also say, please call the *********************** as well to complain that we will not leave the roll cart in the roadway in front of your mailbox. We service over ****** homes per week, with every kind of request possible. Here are a few that we receive. "Please do not leave the roll cart blocking the mailbox because my mail carrier passes me by if blocked."  "Please do not leave the roll cart in the street because cars can't pass each other." "Please don't leave the roll cart in the driveway. Please don't leave cart on side walk, or the grass"...the list goes on. I am glad to say that at least we have been providing the service each week when we say we are coming and in the picture the cart has the lid closed and the cart is straight and neat. Is there a pattern of complaints anywhere out there? Be it BBB of ****** reviews that claim we are harassing anyone else by not leaving our cart in the desired location after we roll it to the truck and empty it and then roll it back? ******+ customers served weekly 52 times per year. I will say that we have had several new employees lately on that route that we have been training. Maybe this too contributes to the issue. We will try to do better and are sorry for the inconvenience we have caused. Thank you very much for allowing us the pleasure to serve you! 
  

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Every week my house is being skipped by my garbage disposal company, Custom Disposal, and every week trash accumulates. Every week I call to ask why and the ladies that return my calls at Custom are always very reassuring that it wont happen again but they never provide a reason and it happens again . I see the red colored Custom disposal truck on my morning walks with my baby in carriage and they remember everybody elses trash living on my street so this feels personal. I feel Im being discriminated against and I dont know why. This is becoming a health hazard as the trash receptacle can no longer accommodate the trash and Ive caught evidence of a rodent breaking open the trash bags at night to consume it. Please help me get garbage pick up service. I am a paying customer. My account has always been current so why is my house constantly skipped several weeks in a row?

  

  Business response

  11/26/2022

  Our response is below in the pasted email to the customer. Her picture showed half garbage and half recycling. The recycling can is Blue and should contain all clean recyclables. In addition, the card board is recyclables as well. If these roll carts were to have been at the curb for pick-up on the customers pick up day Tuesday, 11/22/22, they would have been emptied. the Customer called to set up at house pick-up a couple of weeks ago. We quoted her $20 per month for garbage and $10 per month for Recycling. The person she was working with ******** has had an unexpected life event that has taken her out of work for the past two weeks. Our office manager picked the undone work from Berkeley and left a voicemail about at house pick-up starting 11/29/22. I called on my off day yesterday and left an extensive voicemail as well for ****** (***) and left my cell number and did not get a return call. We sent a special truck this morning and walked down to the garbage and picked up all garbage. pictures attached. We have no record of missing the customer every week,. If we have been doing this she would have much more than one full cart and one bag on the ground. As far as the discrimination comments. We do not discriminate against anyone. We only stop service when payment for services are more than 15 days past due. No other records of multiple times missing this customer. 

  11/26/22 ******,
  Good morning. I hope you had a good Thanksgiving.I left you a message yesterday morning 11/25 with my cell phone number and asked you to call me back if you have your roll cart out today for a make-up pick up. I did not receive a return call form you. Please listen to my message.

  Also, in reference to your BBB complaint. We have no record of you being missed this past week. Our video footage shows no carts out for pick-up on Tuesday 11/22/22. Youre at house pick-up service is scheduled to begin on Tuesday 11/29/22. The office manager left you a VM stating that and you told ******** on 11/23 you did not receive or listen to that voicemail according to the notes on your account. Did you receive my voicemail? We made a special trip this morning (Saturday) at 7:38 and dumped your roll cart. The guys walked down your driveway to get it because it was not at the curb. We do not discriminate against anyone and the comment you made in reference to that to the BBB is unfounded. I will reply to the BBB about your claims and let them know what our records show. Our records and videos do not show that we miss you week after week and that we discriminate. The only other note we have about a missed pick-up was from October of this year. You called on 10/11 about being missed but our video showed that you were picked up on 10/10. Not sure what the details are about that time.
  We are human and do make mistakes every week on dozens of accounts and we do miss stops every week as well. I apologize for any time we have ever missed picking up your garbage. For the most part we do a ****% good job for ****** residents per week.
  Please reply to my email and let me know what else we can do to satisfy you.
  Thank you,
  

   

   

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid to open a new residential account with Custom Disposal Services, by competing their registration form and paying the invoice on Sep 26th. When I paid I received an automated email, saying that I would receive my trash receptacle on Sep 27th. When it did not arrive I called and left a message. The voicemail asked me to not call again due to high call volume. I waited more than a week and emailed them. They have not replied at all. Since I do not have a receptacle it is very awkward and difficult to get much volume of trash to the curb at the right time. I live in a very strict HOA neighborhood. I want reimbursement for the weeks I did not have a receptacle. Also, I would like them to commit to increase their customer service staff.

  

  Business response

  10/13/2022

   

  The customer is correct that we did in fact fail to deliver the roll carts on 9/27/22. We did have a human error and his roll-carts did not get added to the delivery sheet for 9/27/22. I am looking into why we didn't receive his message and respond to it before now about the issue. Before the complaint was received through the BBB our office was in touch with the customer during business hours yesterday and the resolution was already in process. Our action after receiving this complaint from BBB was to get the roll carts delivered on a special delivery right away this morning and they are at the home now as I type less than 24 hours after receiving this complaint. I have also spoken by phone to the customer and sent a follow up email confirmation of our conversation and the credit total. We have decided to waive the set up fee and go over and beyond and credit off two months of service for the customer's troubles and inconvenience. The total credit given was $64.90. To my knowledge the customer was very satisfied with our response. Thank you!

*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. ↩