ComplaintsforGroot Recycling & Waste Services, Inc.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dont have a space in my garage, so I picked the small waste bin and a big size recycling bin. Today the recycling people didnt pick up my trash even though the recycling bin they gave is double the size of my garbage can.This seems to be an ongoing issue with the pick up team since this is my 2nd complaint I am filing to BBB. They leave sticker notes on the garbage bin saying the bin is too small for me, and the other one says its not recycleable??? Like can you not put the not recycleable item to the side and pick up the rest? This feels like they are singling me out in the *** covered townhomes and refused to pick up the garbage even though 99% of the items I put is sorted and put in recycleable container.

  

  Business response

  07/11/2024

  We pulled video of the trash service in question and the driver emptied the can and took the extra bag of trash. We tagged the recycling container because there was trash mixed in with it. It is not our drivers job to sort the recycling at the curb. It would appear the simple solution to your ongoing issue would be to get a larger garbage can and a smaller recycling container. This would give you the room needed to fit all of your trash in the container and not mix with your recycling. It would also take up the same amount of space as the current containers if you do have a recycling container larger than the garbage container.

  If you would like to switch these container sizes, please reach out to our local office at *************.

  Customer response

  07/15/2024

   
  Complaint: 21966612
  
  I am rejecting this response because:

  1. I gave your company a call and spoke to a representative last week, who told me my only option was to pay a replacement fee for the container or put enough trash to close the lid and put any remaining bags on the side. If your company had replaced it for free ( as you have in the past) in the first place we would have no issue. 
  2. I have no issue throwing everything in the trash bin, I do not need to recycle, your representative also stated this. 
  3. I understand you deal in garbage and waste management but your customer service doesn't have to reflect the items you pick up.  
  4. At no point in time was I offered any explanation of what may be in violation in my garbage. How am I supposed to know this information when it is NOT common knowledge? Since this is your business, should you not make an effort to connect with me to at least provide an explanation? Or even a simple link to an online how-to guide.  Not just slap a label on my bin and tell me to deal with it.  

  
  At this point, I am discouraged by our entire interaction.
  
  Sincerely,
  
  **************

  

  Business response

  07/17/2024

  What you are now saying is that you have already changed sizes before. It also sounds like both my team and I have offered you solutions that would solve the issue that we believe is happening. These solutions also fall within the contract terms with *****************. Once again you are not being singled out. We are simply stating facts. If you repeatedly have issues with trash not being contained within the container you have chosen, We have larger containers you can utilize to solve the problem. If you believe that we do not fully understand the problem, please let us know what the problem is in your opinion, and what you believe a solution could be rather than implying our employees are trash.

  We would love to reach out directly to customers such as yourself to explain contamination issues like this, but because your HOA pays your garbage bills, we do not have contact information for any individual residences in your HOA and no means to contact you.

  Resources for the rules regarding your garbage and recycling services were sent out at the beginning of the contract and can be found on the ***************** website at *************************************************************************.

  Please let us know what your proposed remedy to this situation is so we can have a good faith conversation moving forward.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We just started a service for garbage disposal by groot - first we did not request change - we live unincorporated ********************************* Groot said our name was on a list with a Bull valley residence list. We are not (see our address) with out warning groot canceled our self organized MDC recycle contract - and took over our services without price warning or communication of change. May 10 our MDC canisters were pick up and our new groot camister were dropped off. Garbage pick up on the 14 came at 5:30 morning - outside was 1 groot 96 gallon container and (2) personal 96/92 gallon refuse container similar to the groot however different color - one container was an old waste management container I bought from a waste management auction - I also had an OLD MDC container that o purchased at the same auction. I used those container with MDC for 4 years with no issue. Now the second time out with trash inside the garage truck did no dump the trash inside the canister they took the whole canister. Both.. it is private property. I own both those units - when called management of the issue - they watched video on truck then lectured my wife we are not to have canisters that are over 39 gallon if they are private - and refused to replace our units - they kept saying we are not suppose to have them out - then the garbage truck should have passed on them - but instead he took the private property and stole them the garbage operator did NOT do this under his own decision he was instructed by management. I confirmed that by speaking to the driver operator. He said someone does not like you in the office because you complained about the change of service. Bottom line Groot ind. stole private property knowingly with instruction from management to the driver.

  

  Business response

  05/17/2024

  Good morning,

  I apologize if the carts were taken, I can assure you this was not a manager's decision to take away those carts.

  MDC is our sister company, and we are cleaning up routes so that both companies are not picking up in the same area. If you could possibly show us a receipt for the carts, I would be glad to put a credit on your account.

  I hope going forward you receive only great service.'

  'Thank you

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Groots continues to charge me for services I did not receive, as my account was on hold. They also refuse to put my account on hold anymore when I dont need their services, forcing me to pay for services that I do not recieve

  

  Business response

  04/23/2024

  Per the contract you are allowed to go on hold once per quarter annually. If we wish to cancel your service, please let me know and I will have the account cancelled. Once cancelled we will pick up our carts and trash and recycle will no longer be picked up from this location. Please advise if this is you wish?

  Customer response

  04/28/2024

   
  Complaint: 21608182
  
  I am rejecting this response because: it is not clear Per the contract you are allowed to go on hold once per quarter annually means every quarter I can go on hold? When I asked the customer service told me it is only once a year.please clarify! Also I should receive an updated bill! 
  
  Sincerely,
  
  *************************

  

  Business response

  04/29/2024

  you are allowed to go on hold once annually for the duration of one quarter. Please let me know if you would like to continue service and I will have an invoice for you ready to go.

  Customer response

  04/30/2024

   
  Complaint: 21608182
  
  I am rejecting this response because:
  I never received a contract. I was told to ask from the village. Which I did. There is nothing about pausing the service in the contract with the village. Also rules seems to keep changing from week to week.you previously said Per the contract you are allowed to go on hold once per quarter annually I would like to receive this contract. Also once per quarter means every quarter one hold and not annually for one quarterWhy would I have to pay for a service that I dont receive?  If I am not home 6 months how can you ask me to pay? I am paying for services and not the villageSeveral weeks I had missed pickups. It feels like it is done in purpose against me personally since I am the only one with missed pickups.
  Sincerely,
  
  *************************

  

  Business response

  05/09/2024

  This is what the contract states with your village:

  Section 4.4     Vacation Stop

  A residential customer may request a temporary suspension of Residential Waste and Recyclable Materials collection by giving notice to the contractor, provided the suspension must be for at least 30 days and not to exceed 90 days.

  If you would like to see the actual contract with your village, you would need to FOIA the information from them. Please let me know if you would like to cancel your service so I can have our cart picked up.

• Initial Complaint

  11/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Failure to collect trash set at the curb. The company is reduced to lying about the incident and wants to charge me $50 dollars to make another trip. I declined their offer and referred to it as extortion. Im not going to pay twice for the same service!

  

  Business response

  11/27/2023

  I would be happy to look into this matter further but will need more information. You did not list your address, or what reasons you were given for your trash not being serviced. If you can provide this information I can look into the matter further. All of our vehicles are equipped with event recording technology and we are able to pull recordings of all services provided if we are given notice within a couple of days of the issue. In this case, a trip charge being charged would mean that the material either did not have stickers on it (necessary to be collected unless you rent a toter), or that the material was not out at the curb before the truck went by. If you provide more information I can verify if this is the case. I can assure you that a trip charge is not extortion. When we need to return to an address that we have already been, there are costs associated with that, most notably fuel and the drivers time.

  Please give me more information so that I can look into the matter further.

   

  Thank you

• Initial Complaint

  09/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Groot is engaging in unfair and predatory billing practices . On 7/27/2023 I paid a bill for ***** that included a late fee because the payment was late. The following week my garbage was not picked up because they said my account was in collections.They then added an additional $25 to my account . I called and after many calls, including to my city , they agreed to waive the $25 fee and my pickup resumed after I paid an additional ***** on 8/15/2023 to pay for the next three months of service. At that time they told me ignore any correspondence since they were between cycles and it would not be correct and I was paid up I received a bill for $25 . I ignored it . Today my garbage was not picked up , They are willinging to remove the $35 additional late fee they have added but I have to pay the $25 they originally said was waived. They will give me no proof that once i pay my account it is in good standing . I don't know how to proceed. I want proof if i pay the $25 that they will make my account in good standing and pickup my garbage. Account Number: **********

  

  Business response

  10/16/2023

  Customer was credited $60 on 9/29/2023 leaving a zero balance on their account. Was also advised that no more fees will be waived in the future. 

  Customer response

  10/17/2023

   
  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

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We went with this company on 8/7/2020 to bring a dumpster for waste removal, to be picked up 2 times per month.Our contract price at that time *****. Pretty steadily we watched this price rise and talked about finding another company. It is just not that easy of a task unless you know others to talk to it about. Just not an easy search on the web to find this service.Once the price reached over $80.00 we were pretty upset and were feeling like they were gouging. Then another increase for the total of $95.16 on 9/1/23. This was it for us, we called to terminate our business. We were informed that just the month before our contract auto renewed. Well how convenient!!!! After a few emails and a letter I wrote and mailed to terminate our business, we were told about termination fees. Not exactly sure of the amount but my neighbor is going through the same process and his says around ******. Now she, at the end here, did offer for me to sign a lengthy contract for the original contract price to keep the business going. At this point it is now too late to save my business and we do not trust you as a company. After going through steady price increases that over double in 25 months, we will never do any business with this company again or ever recommend them to anybody. As a business person I do understand increases but this is just unacceptable. I am not sure if there is a law against this or not but there should be.************************* ********************** ************************************************ ************

  

  Business response

  09/21/2023

  I am sorry the customer feels this way but unfortunately the cost of doing business has gone up dramatically over the years and per the signed contract we needed to raise our cost for this service. There is way to cancel the service which is spelled out in the terms of the signed contract.

  Customer response

  09/22/2023

   
  Complaint: 20626034
  
  I am rejecting this response because:
    Myself and many of my friends whom own businesses have not had this crazy of an increase in prices. And I did mail in my cancelation. Also I never received ANY notice of any of your price increases. 
  Sincerely,
  
  *************************

  

  Business response

  10/06/2023

  I will have my sales team contact you regarding your signed contract.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a couch that I need to be picked up for garbage collection. I called Groot to set an appointment on July 20th before my collection day on the 21st. I was told I have unlimited bulk item pickup and to just set the couch by the curb. I set out the couch at the curb for the entire day on collection day. The couch was not taken (but my regular trash was). I called again on the 24th and told what happened. They said to leave the couch out and it will be picked up. Another week and another collection day has passed and they still haven't taken the couch that is at the curb.

  

  Business response

  08/01/2023

  Our apologies for not picking the couch in a timely manner. The operations team has confirmed that the couch has been removed. If there is anything else needed please do not hesitate to reach out.

   

  Thank you

   

  Customer response

  08/03/2023

   
  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

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered extra garbage can on July 3rd and since then been calling 3 times and been given run around first driver was sick then it will be delivered Thursday then Friday and now its Wednesday two weeks later and I still dont have it . I was charged in July 11th I cant put extra garbage bags out as we have racoons so I am forced to overfill garbage ?? r keep some of it . In the house . Make it right and please credit me for the month .

  

  Business response

  07/27/2023

  We will make sure the cart is delivered today and we will issue a credit for July

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  06/06/2023.Garbage pickup declines saying exceeded 50 pounds. But thats not right other two bags are less than 50 pounds.I have pictures of the bags. I weighed above my shoulder. He didn't put acknowledgement reason for declined bags. I told him two other bags doesnt weight more than 50 pounds.Due to summer the trash becomes spoil and entire family may sick and please collect the trash. After few minutes recycle trash guy came and he asked why these bags are uncollected. He weighed and agreed that its less than 50 pounds. Why groot is not providing good service and changes their perspective and estimations for each truck pickup persons. My wife is carrying and entire family will fall in sick if trash spoils in delay pickup.Further Its inconvenience though we are paying for the service.

  

  Business response

  06/19/2023

  We do have guidelines for containers that are placed at the curb. They can be no larger that 32 gallons and weigh no more than 50 lbs. We did explain to the resident the guidelines and sent a driver back as a courtesy on the 6th of June. 

  Customer response

  06/20/2023

   
  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.

  You guys are awesome and reaching out to service.
  
  Sincerely,
  
  *******************************************

• Initial Complaint

  04/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My recycle bin was never picked up and emptied on my scheduled pickup day of 04/14/2023. To make matters worse the bin is full so I now have no room for any recycling this week for services we pay for but were not provided.

  

  Business response

  04/17/2023

  Thank you for reaching out. All of our collection vehicles are equipped with event recording technology and GPS. Using this technology, we were able to pull video for services provided at ******************** on Friday 4/14/2023 at 12:01pm. The video shows our truck dumping the recycle cart that is out at ********************* If you are in need of additional services, like an extra pick up before your next service day, please contact our customer service department at ************.

   

  Thank you

  Customer response

  04/17/2023

   
  Complaint: 19940787
  
  I am rejecting this response because: My bin is still full, despite what you have on camera, none of the trash came out of the bin It is full to the top of recyclables. 
  
  Sincerely,
  
  *********************************

  

  Business response

  04/17/2023

  I have attached photos of the event along with the corresponding GPS pin from the home located at the south east corner of ******* and **************** in *****************. The recycling container is actually dumped twice by the driver. Material does come out from the container.

  The container was either reloaded with material after we had already dumped it, or some of the material was stuck in the container. Please respond with a photo and description of the material in the container. If the material was stuck in the container we can send a truck out for a one time courtesy pick up. If the container was reloaded we would need to charge a trip charge or wait until the next service day. 

   

  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. ↩