ComplaintsforSweetheimer Trash Removal

• Initial Complaint

  06/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  6/3/2024 I called Sweetheimer Trash Removal this afternoon to complain that a specific object (lightweight plastic garden hose holder) that was in my garbage bin had not been picked up 2 weeks in a row from my house. I was not able to state my entire complaint to the person on the phone before I was rudely interrupted, being told that I was welcome to try to do it myself, hung up on, and told that the company would no longer provide me with their service and that I should not complain because after all, it was "only trash". I called back a few times and asked to speak to a different person at the company but was refused this opportunity and was again met with extreme rudeness, and hung up on. I don't know if the woman who answered the phone is one of the owners of the business or not but if she is not, I hope that the owner of this business is ok with her making the decision to lose a customer.

  Business response

  06/26/2024

  This stop is an "arm truck route", meaning that one driver drives an arm truck and uses an automated arm to dump the trash at the top of a truck at least 8 feet up. Their trash was shoved into the can so hard that he shook the arm trying to get the trash to come out of the can, which it would not. The driver got out of the truck and tried to adjust the can better so maybe it would come out. He will NOT reach into a can and throw loose trash up into the air 8 feet. The caller was told this and proceeded to rudely tell me how light the trash was and it needed thrown away. And no we do not need her business, it is not worth being screamed at and belittled on the phone over a little trash stuck in the bottom of a can, so we chose to no longer service her residence. She does still have the trash can which belongs to us, which we have tried to remove several times, so it will be out of her way for her new company.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is week 2 or 3 (not in a row) where we've gone out and our trash was not picked up by this company, we're a house of 6 people and missed 1 trash day so now our trash pile has piled up outside. Every Tuesday after they pick up our trash we fill the bin back up with more, never putting stuff beside or overflowing the bin as not make more work for the workers. I called today after not having our trash picked up and the lady on the line was extremely unprofessional and when I was answering her questions she yelled at me telling me to not interrupt her because she has questions to answer. I being hotheaded as I am yelled back and said "I am answering your ******* questions!" Which I should not have swore but she yelled first and I was upset as I have every right to be. She then hung up after saying she doesn't take kindly to those words and we need to fine someone else to talk to. My roommate and I then go to their office to attempt to sort things out because we can't keep allowing our trash to pile up outside with so many of us in the house. We were greeted very kindly by a lady who walked us up to the office, there were 2 other women there and when we started explaining why we were there one of the other women got really defensive said she was upset when swore at and I tried to calmly explain that I got upset when I was yelled at. She then proceeded to tell us she called the guys and they swore there was nothing in the bin even though I can guarantee there was because again we refill it every Tuesday after they come. All of this happened on Tuesday October 24th.

  Business response

  10/25/2023

  We have a contract with the Town of *********, and I have been in contact with the Town Clerk about this address. The person filing the complaint is not even the trailer owner, and she says he has no valid complaint. The trash at this address was picked up, and he said it himself, they just refill it. They also are very good at not setting it out until after the driver is already past. I have three witnesses that saw and heard everything that went on and he was never yelled at.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I write to express profound disappointment with Sweetheimer Trash Removal and submit a formal complaint regarding an incident on July 7th. I wish to articulate my concerns about their actions, hoping for a fair resolution.On that date, Sweetheimer Trash Removal collected a roll-off dumpster from my property. Despite no visible indication of a full line, they deemed the load excessive. To my surprise, they carelessly threw wood boards with nails onto my lawn, creating a liability and safety hazard.Upon discovering this, I left a detailed voicemail expressing urgency, but received no response. In a subsequent call, I spoke to ****, who dismissed my concerns, citing superior contractor knowledge. Moreover, the woman on the call consistently talked over me, displaying unprofessional behavior.Compounding matters, this is my out-of-town vacation home, over an hour away. Their rudeness, irresponsibility, and lack of communication are beyond belief. They have caused property damage and refuse to address the issue. Their behavior epitomizes ignorance.I implore you to thoroughly investigate and address this matter. Sweetheimer Trash Removal must acknowledge the liability and take prompt action. I seek resolution and restoration of faith in their integrity.Thank you for your attention. I trust in your commitment to consumer protection. I anticipate a swift and satisfactory resolution.

  Business response

  07/25/2023

  The contractor that ordered the roll-off knows that containers can only be filled level full. These boxes have to safely be driven down the road, and this job was more than 60 miles away from our shop, so not a short trip. There is a tarp that goes over the load, but this box was so over full that it could not properly fit over the load, and would have injured or even killed a person if the boards would have slid off the back and hit them while going down the road. I guess I prefer his boards to be in his yard and not through some innocent persons windshield and face. He didn't want to hear that though.

  The driver is a small guy, and these boards were long and heavy. Therefore it was hard for him to get the boards pushed off of the box and he just dumped them beside it. He simply physically could not have thrown the boards all over.

  I have pictures of the over full box and also of how he just dropped the boards off over the sides. 

• Initial Complaint

  06/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Just started using them a few weeks ago. Paid my first bill today. (6/26/23) And, since I had them using MY can I was curious as to whether the truck could hook up to it ok. I asked, she said she knew of no issues. About a half hour later she calls me back telling that she recalls the driver saying the can had a crack. I explained that the can WAS in perfect condition when I put it up on the hill for collection. (keep in mind that they have dumped it at least three weeks in a row) So, with her on the phone, I went out and looked. And sure enough, RIGHT where they hook up to the can it was broken. The entire handle! I told the lady that it was not like that before and I did not want to have to start paying an extra 10 bucks for THEIR can when mine was fine before their driver got hold of it! She was very rude. Instead of trying to work out a solution she said, in a nasty tone, "well, we will just refund your money and you can find someone else!" And HUNG UP on me. Yet my can is still broken. At the very least I would like my $104 refunded. At most I would like the can replaced as well.

  Business response

  06/26/2023

  First of all, there was money owed to us from him several years ago, which was included in that total. Second of all, he told me he was using an old ****** trash can, and they have not been in our service area for several years, and you can tell from the picture just how old that trash can is. His card has been refunded for the service time not used with us, which was $59. 

  Customer response

  06/27/2023

   I am rejecting this response because: I have not received one dime refund. And they broke the can! Doesn't matter how long I have had it. It was in perfect shape!
  
  
  

  Business response

  06/27/2023

  The same credit card that was used to pay was refunded yesterday. I am guessing it will take some time to post...patience is a virtue.

  Customer response

  06/27/2023

   I am rejecting this response because:Patience is a virtue? Where was this reps. patience when it comes to my damaged can? She was abrupt, rude, and just totally unprofessional. I do not accept this.
  
  
  

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been with this trash company since July 2021. I paid ****** for my own personal heavy duty trash can from lowes that had a 10 year warranty on it. On May 12,2023 I paid them $74.00 for the next 3 months trash. Last Friday (may 12, 2023) my 8 year old took the trash can down. At 9:30 when we got back from town I checked the mail and looked at the trash can and seen it was still full. We left again later that day and came home to our own personal trash can gone. I called the company and she said she hasn't **** anything and she will talk to the driver and more than likely it ended ** in the back of the trash truck. Friday evening before closing hours she left me a voice-mail. She said the driver said our trash can was busted all down the front so he put it in the trash truck . Today (Monday may 15th) I called sweetheimer trash back and explained to them I do not understand because it was not cracked it is a very heavy duty trash can and it was so light my 8 year old took it down. She said "it wasn't her problem" "there is nothing she can do" I then explained to her I have cameras and the trash can was not busted and it still had a warranty. Without a trashcan I can't get a new one. I then asked for my refund (that I just paid them) she told me they don't do refunds. My parents use the same company and they never just take anything broken my mom has to write on the item please take it is broken. I would like my refund of $74.00 and $****** for my trash can.

  Business response

  05/15/2023

  I talked to both the driver and the thrower of this route, and they both informed me that her trash can has been missing a support bar for several weeks and had a crack up the front of it. They continued to use it and overfill it, and the thrower admits he did throw it into the truck to dispose of because it was in such bad shape. He should not have done this. I called her back and had to leave a voice mail because she did not answer and told her we could bring her one of our heavy duty trash cans at no extra charge.

  No one in this office ever said the things she claimed we said. She did just pay, but it was delinquent, so the service paid was for April 1st thru June 23, 2023. However, per office policy, we do not send refunds for service people do not use. She is paid through the end of June and we told her we could provide her service until then. 

  Customer response

  05/15/2023

   I am rejecting this response because:
  
  This response does not help anything. Yes our trash can was missing the bar but that was from a month ago when they picked our trash up that we ignored. Our trash can was NOT cracked and they did not have our permission to throw it in their truck. Our trash can was full but not heavy. We are a family of 8 so we will have lots of trash.. So therefore we have no trash can and can't get a replacement from the warranty. We are no longer using this trash company so therfore how is using their trash can going to help **. 

  Business response

  05/16/2023

  I am sorry for the thrower throwing the can away. If you refuse to use our service, which we would provide the can for, there is not a lot we can do. I will refund the $34.50 for the service not used. 

  Customer response

  05/16/2023

   I am rejecting this response because: without having our trash can we can not turn it in for the 10 year warranty and get a replacement. The trash can was less than 2 years old and was not damaged when sitting at the road.  So therefore it is ****** plus the unused service. 
  
  
  

  Customer response

  05/16/2023

  I filled a complaint against sweetheimer trash. There has been many complaints almost like ours. We have videos of how our trash can was in perfect shape and not overfilled and voice recordings of how they talked. They say we was delinquent but we was not. We have paid on time. Our trashcan was in perfect shape.  We no longer have service with them and so therfore them letting ** borrow their trash can will not work. THE 34.50  does not cover our trash can of $136.00 or the service we paid. If you look them up they have two different names they go under. There is many complaints of the same bad service, smashing peoples things. Sweetheimer trash has told me 4 different things about our trash can. 

• Initial Complaint

  02/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had service for 16 months. My pickup has always been the same. After calling, complaining and ultimately canceling service, I was given a day and time for my final pickup and told to leave the can that another truck would be by to get it. My can was out before my designated pickup time. They drove by. Then drove back by. Both times not emptying my can. Now, it cannot be picked up and I cannot finally be done with this company. I called, and NOW there's an answering machine that says pickup is now BEFORE 7am. With ZERO communication from them regarding this change. It's predatory and vengeful.

  Business response

  05/17/2023

  I have no idea what this person is talking about. She called ** in February to cancel and she told ** it was because we did not offer recycling. We always have asked all of our customers to have their trash out to the road by 7 a.m., not before, which is what our voicemail and invoices both state.

  We had a different truck come and remove our trash container which was full of trash, as to be expected. We completed what she asked ** to do, which was cancel her service and remove our trash container. 

  Customer response

  05/17/2023

   I am rejecting this response because:
  It was February. Now it is **** You know who I am. You know the cans were empty. That's how they were easily loaded into the bed of a pickup truck. That you sent after this complaint was filed. 

  I need nothing further as we are very happy with our new waste disposal company. They have never responded rudely, even when a mistake was made. Always on time and cheaper too. 

  
  

*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. ↩