ComplaintsforGroot Industries

• Initial Complaint

  08/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed a contract 5 years ago, they tripled the price and auto renew my contract . now they want over a ******* to get out of something I never signed up for. $$$$$$ Dont do business with them!! They will stick it to you in the end!!!!!!!

  

  Business response

  08/08/2024

  We have a signed contract with this customer, that contract clearly states that the rate was only guaranteed for the first year and is subject to price increases after that. The contract also clearly states that without a cancellation letter the contract will auto renew. The $1000 you are referring to, is an early termination clause in the contract you signed.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  *** church signed a 5-year format service contract with Groot on 5/28/2021. Groot breached the contract and overcharged us. When we realized the problem and contacted Groot, the sales rep asked that we sign another 5-year contract. We called Groot's customer service line and were always referred back to the sales rep. *** certified mail to Groot got no feedback. No one from Groot show the courtesy of communicating/addressing customer complaints. When we cancel auto-pay setup in March 2024, Groot stopped collecting garbage in May, forced us to pay the overcharged fee plus interest and penalty before agreeing to come and pickup piled garbage container. Grout treats its customer badly and lawlessly.

  

  Business response

  07/15/2024

  After reviewing the account information, it appears that True ********************* has experienced price increases of approximately $10 per year. I have read the letter from Mr. ** claiming that these increases violate his contract. While reviewing the terms of the service agreement, I found a provision in Article VI: Rate Adjustments that allows us to increase prices to cover our increasing expenses. Our sales representative did speak to a church representative and offered to roll back the increase to $55 and cap future increases to minimize their impact. It appears we failed to follow up after this discussion. Therefore, I propose honoring the lower rate of $55 for the remainder of the existing agreement.

  Customer response

  07/21/2024

   
  Complaint: 21863358
  
  I am rejecting this response because:

  There are 2 parts in my original complaint: 1) disrespectful customer service and 2) breaching of contracts

  1) disrespectful customer service: I noticed that ******************** sent many messages to *************************** of Groot without any feedback. The person (I guess it is the sales rep) finally answered a month later did not even bother to give his name and contact information. All communication to Groot's customer service will end up with the sales rep who is in charge of the  account. The sales rep is the dead end and no one else from Groot can be reached to properly discuss any customer issues.

  2) small prints in Article VI allows Groot for reasonable price increases to cover cost changes. We are a small church opening on Sundays for worship only. The original price of $41.95 was for once-a-month garbage pickup services, which was increased to $85.16 as of this month for the same services, representing 103% increase in 3 years. Groot apparently abused its monopoly power and forced the contractual terms onto customers who has no power to negotiate. When we talked to the sales rep., he quickly suggested to add a clause in a new contract to cap the price increases to 5%. It is obvious that Groot did not adjust prices based on reasonable cost calculations. The 5% cap on price increase is used when customer complained. Otherwise why this price cap was excluded in the original contract? A public utility company in a monopolistic position should be subjected to public hearings on price increases! 

  3) the sales rep mentioned about adding 5% price increase cap, but he refused to acknowledge and address the abnormal price increases in the past.

  Sincerely,
  

  
  Qingjian Fu

  

  Business response

  08/05/2024

  We are a capital-intensive industry serviced by union labor, which requires significant costs to maintain a high level of service. Over the past 3 years, we have seen the prices of many services and goods double. We have a valid service agreement and have offered a significant rate reduction in recognition of your nonprofit status, capping your increases at 5% per year to address your primary concern of high costs.

   

  Customer response

  08/06/2024

   
  Complaint: 21863358
  
  I am rejecting this response because: again, we don't know who is this person responding to our complaints and whom to contact for any further questions. We are stuck with the sales rep assigned to our account. Both ******************** and all Groot's customers don't have the contact channel other than useless customer service line which always refers back to the assigned sales rep. ************ style="font-size: 0.875rem;">The message from Groot is very clear: Groot dictate everything. Customers either accept its terms at its discretion or leave. very bad customer service attitude.

  
  Sincerely,
  
  Qingjian Fu

• Initial Complaint

  06/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In the past year, Groot took over the waste management contract for my village. I set up paperless billing and auto bill pay with their website and was able to initially process payments. However, they have recently been claiming that my payments are being declined even though none of the payment information has changed, and the bank has no record of their attempting to process a charge. They have been racking up late charges on me and lying about trying to process payments when they are definitely not. I am going to be requesting that the village not renew their contract, as this is extremely shady.

  

  Business response

  06/11/2024

  We are currently working with the customer to fix the IT problems that are occurring with the credit card

• Initial Complaint

  03/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have had Groot Service since they took over the contract in our village. I have been asking each year to purchase the garbage can (aka tote) as the rental fee is ridiculous and adds up. I was always told that was not something they offered. 5 years ago I asked why it was not an option when I purchased the Recycle Tote. I was told they did not offer this for the Garbage Tote. In August when I called and asked, I was told it was ALWAYS something that they offered. I have been irate as I have paid so much in rental fees that I could have purchased several Garbage Totes. When I asked if my rental fees could be credited towards the Tote purchase they said that was not an option. When I asked if I could just keep the Tote I have been using for 7+ years and remove the rental they said that was not an option because they dont sell used Totes. This sounds like a scam. The *************************** has a lack of integrity, untrustworthy, and each person you speak with gives you a different answer. When the village contracted with **************** we never had such problems or bad customer service.In addition, I have changed my phone number with the company multiple times, as of Friday, it was still not updated. It Does NOT Help If You Call A Number that is Not My Current Number. I gave it to them, and they refuse to update our account.

  

  Business response

  03/28/2024

  I'm sorry for the misunderstanding with purchasing a garbage tote. Unfortunately, back in august when you called, we were awaiting an order garbage totes. I understand your frustration as you were expecting a callback. We put a credit through for you and we will reach back out to you in June, as agreed upon with your conversation with our District Manager. I apologize for any convenance this may have caused. 

   

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/26/2023, I contacted Groot and explained that I had a small sink and vanity to dispose of. Per their request, I sent a picture, and they advised me that they would pick it up for a $25.00 fee but that I had to have it moved to the garbage room by early morning on 12/27/2023. My emails were sent to ************************************ per request of Groot. I had to pay two people to move this item to the garbage room in order to comply with their requirement that this item be placed next to the dumpster in the garbage room by early morning on 12/27/2023. Groot failed to pick up this item for several days, despite my continued emails and phone calls. Screenshots of the emails and pictures that I sent to Groot are attached to this complaint. I never heard back from them despite my multiple outreaches as well as my voiced concerns that this was causing a tripping hazard for the other residents of the building, the vast majority of whom are elderly and disabled. I disputed the $25.00 fee with my credit card company who investigate the matter and credited my account, since ********************** failed to provide the service as agreed upon. I spent many hours communicating with Groot by phone and email, to no avail. I was able to speak with someone by the name of "T.J." on 12/27/23 who verbally guaranteed me that the item would be picked up by the end of that day, as I voiced sincere concern that the item was posing a real tripping hazard by being left for days in our small garbage room. As you can see, the item hadn't been picked up as of 12/29/23. Again, I had to PAY two people to move this item to the garbage room where it sat for days. I could have saved that money and had it moved for free if I was informed that I had a few days to move it. I recently received a bill from Groot for $25.00. I called them to discuss this matter on 03/12/24 and spoke with a customer service representative by the name of "Key" who listened to my concerns and treated me with kindness. However, she informed that she could not credit the $25.00 but instead had to escalate the matter to her manager, *****, who would call me back. These calls back and forth on 03/12/24 took up even more of my time on this long, drawn out issue. ***** did call me back and rudely spoke with me, informing me that she would not credit the $25.00. I again explained all of the above-noted issues, but ***** continued to rudely speak with me and refused to provide any degree of customer service.Since ********************** did not provide the service as per our agreement, I am seeking a $25.00 credit and a statement from Groot reflecting a zero balance.

  

  Business response

  03/15/2024

  Thank you for reaching out. We have credited the $25 back to the account and the attached picture shows there is a $25 credit in the unbilled. There is no further action needed on your part and we apologize for the inconvenience. 

   

  Thank you

  Customer response

  03/18/2024

   
  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

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They did the same thing to ** last year. We leave our house and go to ******* for the winter. We contacted Groot before we left for the season to have our service suspended. We talked to our representative (*******?), he assured us it would be taken care of. In the interim they continue to charge us for service. BBB resolved this for us last year and we are requesting the same help this year.

  

  Business response

  03/15/2024

  Good afternoon,
  I apologize for this confusion. We will adjust the billing on the account to reflect the vacation hold and have service resumed on 4/10.

   

  Thank you very much

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April 2023 requested container pick up and stop service after I took over the business I was advised we were under contract until November. I went back and forth with sales rep. asking for a final bill though the end of contract and get my container picked up. I was told he couldn't do that, this was at the end of June. In September my bill being paid up to date I did not receive service. I called and complained that I was not getting service. Supervisor said the they are servicing our address which they were there servicing the units on either side of us. Then in November when I called to get container picked up Supervisor said our contract renewed and gave me a total amount to pay off new contract and container pick up fee. He said I did not give proper notice of cancelation must be between ****** days, yet I was still discussing getting this resolved in that time period. On November 7th I asked to speak with a supervisor. The supervisor reached out to me Jan 4th. Requesting I pay thru December and they would credit me January. I was not serviced November or December or January. This should have been resolved in November when I requested the supervisor. It has now been a month since I offered to pay to have container emptied (someone dumped garbage in our container) and I offered to pay $100.00 pick up charge and still no response.

  

  Business response

  02/15/2024

  I have reviewed your account and noticed that you are currently in your cancellation window. my sales ***** will be reaching out today to notify you of this. I have looked at the services for the months in question and see that we have recorded services for every week that we were supposed to service your account. this is a every other week service. I would hope you would give Groot the opportunity to quote you on the services that would suit your business better then the current service levels, thus reducing your overall costs for waste disposal. 

   

  thank you.

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

   

  Customer response

  02/19/2024

   
  Complaint: 21284090
  
  I am rejecting this response because: Are account was never bi-weekly we were a weekly pick up. You may be servicing the building but not our unit, not since the end of October. I do have video of the truck coming to this building but not servicing our container. I requested to speak with a supervisor in early November when our contract was expiring and did not hear from him until January. I have done everything you have requested to terminate this service and have our container picked up. Please check you records and the video footage from the truck and make sure you are checking the right unit as Groot does service 2 other units in the building.

   

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

  

  Business response

  02/21/2024

  one of my sales reps have reached out to you with no response. we have closed your account and will be pulling our container this week. I hope you will consider Groot Waste for any of your trash or recycle services in the future. 

  Customer response

  02/26/2024

   
  Complaint: 21284090
  
  I am rejecting this response because: You are looking at the wrong account and you picked up the wrong container. Our company is located in unit 3 not 4. So lets try this again. In March of 2023 I  contacted Groot to have container removed as I bought the company and was told by previous owner we did not have a contract with you. ********** informed me there was a contract and per the sales agreement the contract was passed to me. On June 1st I requested a final bill thru the end of the contract and to have the container picked up. On June 29th I sent a second request (this time frame does fall within the ****** day cancellation request period your policy requires). On October 5th I was told by ********** that I did not give proper notice. On November 10th I received and email from ********** with a bill for the buy out amount of the new contract. On this date I requested to speak with a supervisor. Was finally contacted by ************** on January 4th he said I needed to pay thru December as they were still coming to our location and servicing us. I responded back that they may come to the location to service the 2 units on either side of us but they are not servicing our container. On January 11th I sent an email that I would be happy to have the container serviced 1 time and I would also pay the $100.00 container pick up fee. At this point 11 months later I would like the account closed with no money owed and the container picked up. Please review the trucks video and you will see we were not serviced in May, June, July, August, September, November and December of 2023, and we have not been serviced at all in 2024. Yet I paid thru October of ******************************** November.
  
  Sincerely,
  
  ***********************

  

  Business response

  02/28/2024

  Your waste service account has been closed out / cancelled.
  You have not further obligation to Groot, *** regarding this account regarding any amounts due OR past due.

  please ignore the amount due on the 3-1-24 invoice as this amount will be credited off by Groot. 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer since 4/1/2006 and now need to end service. I was told to give them 30 days notice and called in October 2023 for notification of service ending November 28, 2023. There has been no dumpster service beginning Dec 1 2023 as expected but the company and continued to bill us for December 2023 and January **** for a total of $$1579.83. Groot has also not removed their dumpster. Since confirming with customer service that they had the request to stop service, I have called 4 times to stop the billing for a service terminated and not rendered. Each time I call customer service, the nice people on the line say they can see all the calls and cancelation documented on the Groot system but I must talk to a sales ********* sales rep talked to me once and I asked him to remove the dumpster and credit the billing. He claimed I must have a sales receipt for my house. I said that is not a requirement. He said he would talk to his boss and get back to me. That was in December 2023 when we received a bill for service in December. I have called back again with no response from a sales rep. I want the billing corrected, dumpster removed and Groot to not be allowed to make it difficult for people to stop service when proper notification has been given. We have been an excellent customer for since 17 years and we rewarded by them playing games to stop service.

  

  Business response

  01/11/2024

  I am very sorry to hear you are having trouble with this. I have spoken with my team and informed them that the account should have been canceled effective at the end of November. Our sales team will be closing the account and putting in a refund for the December and January ********. We will also schedule to have the container removed.

  We appreciate you being a customer for so long.

  -Thank you

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reside at ***************************************** ********** have had nothing but repeated issues with Groot industries and I have had it up to here and this is the final straw on Monday I received an invoice for $112 for garbage service all which $77 included a late fee $35 included a suspension fee My service was never interrupted my trash was picked up I made my payment for the past due amount yesterday I contacted groot today as of October 5 I had to cancel my pending payment and make it with an agent so the payment will post right away I have paid the late fee like I shared with the agent like Im sharing with you I will not be paying a $35 suspension fee for service and that I have been receiving that never stopped My garbage pick up day its supposed to be tomorrow and I know for a fact this issue will not be resolved prior to so I am sending this as a typed notice My service is still active as of today thought the account may reflect suspension as of Thursday, October 5 my trash has been picked up every week if it is not picked up as of tomorrow it will officially begin a suspension Ive made the past due amount which includes a late fee I will not be paying a suspension fee for service but never ceased or interrupted if this cant be fixed you can cancel out my account totally

  

  Business response

  10/23/2023

  This is not the first time that ******************** account has gone on suspend. In April of 2023 her account went on suspend, we did advise her when accounts go on suspend we can waive the suspend fee as 1 time courtesy with the understanding that she would place her account on auto pay. The fee was waived but **************** did not sign up for auto pay. So, when her account went on suspend again for the July billing cycle it was explained to her that we had already issued a credit for a suspend in April we would not be able to issue another credit. She then complained that her service was never stopped so she would not pay the suspend fee. We explained that even though the driver's continued to pick her up during the suspension does not excuse her from being charged the suspension fee or paying the fee. She came into the office and became very combative to the point that in order to clam the situation we agreed again to waive the fee one last time, with the understanding that if her account goes on suspend again and the driver continues to pick her up she would be required to pay the suspend fee in order to reinstate her service. We also sent drivers back to pick up her trash and recycle on Oct 6th the following day of her service to resolve the issue.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I sent a certified letter to Groot telling them that I no longer wished their service as of June 1st, 2023. I did pay another full month in June because they refused to pick up their dumpster and one of my tenants put garbage in the dumpster one week. I am an honest and forthright person so I paid the full month. There was a contract made with the garbage company in **** by an owner of a building in the community stating she (*****************************) was the President of the *********************** and she did this for all 19 buildings which are 4 flats. There is and never was a H.O.A. I never heard of the contract and never signed anything. Other owners never heard of such a contract. It was fraudulently done. They claim that the contract states I needed to give 90 days notice. I have been informed by two attorneys to just pay them as they create trouble for people frequently and will take me to court which will cost even more. I have owned the building for 20+ years and always paid my bill. Groot is not pleasant to work with so I decided to change to another garbage company. I am paying it because I am 84 years old and cannot handle the stress but I would like my money returned. It is often thought because an owner owns a building they are wealthy. That is not true. They now have a ****************** (Collection Experts) contacting me. Can you please help? I do not know how to Upload the contract and documents they have given me. If I can e-mail them, I will be happy to do so. Please let me know where to e-mail. Thank you for your assistance.

  

  Business response

  10/02/2023

  after reviewing your account. you were enrolled in a master agreement back on March 11th **** for a 3 year contract. this contract rolls over for 3 year extensions if not notified by the owner 90 days prior to the contract date. we have reached out to you about a roll back in pricing and signing a new agreement to benefit your costs. you were not willing to sign any new agreement. we have still rolled back your costs without any new agreement. being in the master agreement since ********************************************** the past. if you would like to buy out of your contract, you have been given the costs of doing so by my sales department. otherwise you will need to send in a notification of cancellation 90 days prior to the March 11th date in **** as your contract has rolled over for 3 more years prior to you sending in a notice to cancel.  if you would like to discuss any other options we would be able to do for you, I would be happy to help. 

  Customer response

  10/13/2023

   
  Complaint: 20659453
  
  I am rejecting this response because:
  
  I reject their reply and state again below the problem as the BBB told me to do October 11, 2023.
  
  Groot knows that it was fraud. There was a woman who owns a building down the street who negotiated a contract with Groot stating we had a ************************ and she was President. She signed for all 19 owners and we did not know about it. Groot will only work with me if I renegotiate the costs. I do not wish to have them as my garbage company and sent them a certified letter that as of June 1st I was no longer needed their service. That is how I found out about all this. If I wanted to work with them I would not be hiring another company. They sent me to collections then (Collection Experts) and I have been hassled by a ****************** and Groot. I have contacted three (3) attorneys and they each have told me Groot is extremely difficult to work with and they will take me to court. They have said it will cost me more to go to court and I should pay what they are asking. So, I did. I sent the amount the ****************** was asking for to the ******************. I was advised to go to the ***************** and claim Fraud by the Owner *****************************. I did that but to the best of my knowledge the ************ has done nothing. I even paid the monthly fee for an additional month as my tenants put some garbage in their dumpster instead of the new dumpster. They would not pick up their dumpster and threatened me if I moved it. I keep getting their bills each month and nothing has since put in their dumpster. All of a sudden about two weeks ago their dumpster is gone and I am still getting billed. I knew nothing about their 90 days because I KNEW NOTHING ABOUT A CONTRACT. I have owned the building for 20+ years and have always paid my bill. Groot is not pleasant to work with. It is often thought because someone owns a building they are wealthy. Well, let me explain that in this case that is not true. I am 84 years old and owning a building all these years is a full time job. All I want is for Groot to disappear and leave me alone. If I have a nervous breakdown or heart attack it will be their fault. Please help me.
  ***************************

  

  Business response

  10/19/2023

  you stated that you did not know that you and the other building owners had a contract for all the locations mentions. how exactly did you thing the garbage was getting picked up? your account is closed and you have a new hauler. unfortunately Groot provided the services every service day under the contract we had on file, that you benefited from all these years, with the lower rate because of the multi unit pricing. Groot stands firm on the decision to bill out for the drivers time and fuel in the truck that stopped at your location on the service days stated in the contract until the decision to close the account under your direction. It was your decision to start a different contract while you were included in a contract with Groot Waste. we fulfilled our obligation under the contract we had. 

  Customer response

  10/21/2023

   
  Complaint: 20659453
  
  I am rejecting this response because: The garbage was being picked up because I was paying the fee each month. I knew nothing about a contract so I am not responsible for a contract. I never signed a contract and it was never mentioned to me directly from Groot throughout all those years.

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

*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. ↩