ComplaintsforAir Capital Waste

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I have trash service through Air Capital Waste. We’ve never been late on a payment for service. My wife logged into their system last month and made a payment for 3 months of service. They failed to pick up our trash yesterday. They called later yesterday afternoon and left a message for my wife. They claimed we didn’t make our payment. My wife checked our account t and saw that the payment in July was never deducted the money from our checking account. My wife made a full payment yesterday afternoon. Now I’m being to they wont pick up until next Thursday. I told them this was unsatisfactory. They said they’d pick it up on Monday for a 20.00 fee. So they want to charge me extra and also not give me a weeks of service even though it has been paid for. How many other people are they ripping off.

  Business response

  08/19/2024

  Thank you for your consideration in this matter.

  The Koehn's did pay their bill in full on their trash service day at 4:15 PM. Unfortunately, the trash truck had already passed by their home at 6:16 am. Our company policy says the customer payment must be received by 4:00 pm the day prior to service. This was enacted to avoid this very problem. 

  We offered to come back on a different day for a $20 fee, this fee is spelled out in our policies. We keep our prices low by being efficient and not driving to a neighborhood multiple times each week. 

  I understand the Koehn's are disappointed they didn't get their trash dumped. We believe we followed reasonable business practices and our policies in this manor

  Thank You

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

  owner Air Capital Waste

  I have attached our communication with Mr. Koehn.

  Mr. Koehn:

  I’d like to know why my trash wasn’t picked up. My wife has paid the bill twice since July 2024 via your online service. I’m not very happy with this. I expect my trash to be picked up this week. If not, I’ll switch users. This has happened more than once.
  
  Thanks,
  Mike Koehn

   

  ACW:
  Good Morning...
  Thank you for your email...
  The system shows login information yesterday...the service day
  at 4:15pm, payment was not received until that time.  The driver
  had already been by at 6:16am.
  Payments need to be posted at least the day before your service day
  in order to show active for the driver.  
  We would be scheduled to be back on the next service day, Thursday,
  August 22nd.  We can take up to ten bags outside your cart for no extra fee.
  
  
  Kind Regards,
  
  
  Denise

  MR. Koehn:

  This is unsatisfactory. My wife logged in and paid it in July. It’s not my fault that your system did not take the payment. Payment was made yesterday after she received your phone call. A payment for the second time. My trash needs dumped before next Thursday.if it’s not dump before next Thursday, I will cancel my service with you ago with someone else. This is poor customer service. 
  Mike Koehn
  
  

  ACW:

  We are not showing any payment that was made in July in any form.
  I am showing the last payment we received was again, made online
  on May 3rd at 8:51pm.
  
  
  The next payment....yesterday at 4:15pm.
  
  
  
  
  Screenshot 2024-08-16 090245.png
  
  
  Wanting to make sure everything is credited correctly, do you
  have something that perhaps would show otherwise?

   

  MR. Koehn:

  Your customer service associates are rude.  Placing me on hold and not returning.  I’m wanting a week refunded of my account as I paid the full amount and you’re not providing the service.  
  
  
  If the refund isn’t provided I’ll be contacting the District Attorneys office and filling a complaint for failure to provided services that have been paid for.  As well as the Better Business Bureau. 
  
  
  
  
  Mike Koehn
  
  

  Customer response

  08/19/2024

  My wife logged in a paid the trash bill in July. However, Air Capital system didn’t process the payment. My wife has a screenshot showing she logged in and paid it in July. I attempted to explain this to the representative when I spoke to them. However, she was rude and wouldn’t listen to a thing I said. My trash still isn’t dumped. Now the driver will have to get out of his truck to pick up the additional bags and boxes. They never explained any of their policy when I called. They didn’t even offer the 20.00 extra pick up until I got upset over the whole situation. They need better customer service skills. 

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a loyal customer of Waste Link trash service. They were communicative, timely, dependable and ethical with sound business practices. Unfortunately, Air Capital Waste bought them out and their service has since gone to crap. Over the past year, we’ve noticed our trash going without pickup once every couple of months. However, the past two months it’s been an almost weekly occurrence. To the point I have had to call them again today about no trash pickup yesterday. Their call center rep was rude and said she’d “tell a manager” to call me. After no manager call and trash desperately needing picked up today, I called back. That rep said they were “prioritizing call reminders for bills to get paid” and that my customer service call would “be handled when they get time” after that. They’ve missed my trash collection repeatedly, of which I paid for in advance; yet my service is if not concern to them? Unacceptable! Now they won’t call back or set up my trash removal. Good thing I have logs and photos to support my complaint. They are a terribly unreliable and non customer focused trash service.

  Customer response

  05/20/2024

  I just wanted to let you know that I did hear back from Air Capital Waste regarding their lack of providing already paid for trash service at my residence. The manager who contacted me first let me know he was not happy I contacted the BBB. He then tried to call me a liar and complained that I had kept him on the phone for 7-minutes discussing resolution of the issue when he could be taking payments for accounts (collecting money). He refused to credit my account the mere $12 I paid for the weeks of trash service that didn’t get picked up on Mondays as per my contract, would not commit to having my trash picked up that day (which was already late), and would not even apologize for their error in picking up my trash. He had excuses for why they would miss picking up my trash and blamed me when I have photos on my ring camera and texts with time stamps from my daughters. By the end of the conversation, the manager was so rude and inconsiderate that I told him to refund my last month of trash service I had paid Air Capital Waste and I was canceling my account with them immediately. He had a truck over to get my trash and waste container in an hour. And I now pay $120 less a year for my trash service with a very friendly new company. Air Capital Waste wouldn’t make it right, they have no ethics in customer service and only care about the money. I resolved the issue by getting away from their bad service.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The company does not provide the promised service and does not offer a reasonable remedy. The response is basically too bad we will do what you paid for when we get around to it.

  Customer response

  04/01/2024

  Need to drop the complaint

• Initial Complaint

  09/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Customer service is *****. Lisa, Cathy, rosie... If not they are not the exact same person, same *******************. If you decide not to do business with them any more, for any reason, they charge $**. What the heck? In other words, they charge you to start and charge you BEYOND SERVICE LIFE. WHEN asked what for... It's to pick up their bin and to use the computer to close the account. Seriously??? They make you pay, for three months in advance. We are moving. We want to cancel services. We are paid up through the end of the month, new bill would be on October 1st. If they pick it up after the first, they want to charge me? Sounds normal, except I want to cancel. I asked what I am paid up until, they said till the end of the month. My new bill would be the first. Ok great. Cancel it. We won't be renewing. Guess what? They want to pick it up on the 27th!!! Ok fine, then I gets prorated refund for the days I prepaid? Nope! Plus I'm charged a $** pickup fee, when you are coming to collect it early?? Ok, since you did I have paid through the end of the month then you will pick it up on our street on the 1st since I paid until then..., right? Nope! They said, you are paid until the last pickup. If I pay by the pickup, why am I charged by the month? And you have never used that terminology ever! Rosie told me.... "listen, You only have two choices here... We pick it up on the 27 or you pay us for the extra week" I told her I would not pay ANY extra than what we already paid. She said, then we will send you to collections.

  Business response

  10/14/2022

  Business Response /* (1000, 5, 2022/09/24) */ Three CSRs and our VP of Operations tried to have a calm discussion and explain policies with said customer, but we will not tolerate rude behavior. Our CSRs are doing their jobs - they are human, and we will not allow threats (or "promises" as stated by the customer during one of many calls) to be made to our employees during phone calls. All trash is picked up weekly, on an assigned day. In order to keep our costs low, we only go into certain quadrants of the city on certain days of the week. When a customer cancels service, we pick up their trash cart ON their regularly-scheduled pick up day, in whichever week they choose. With gas prices as high as they are, it would be fiscally & environmentally irresponsible to run all over town the last day of each month picking up carts, and we wouldn't be able to offer our customers such low prices. If a customer needs to keep their trash cart through the last calendar day of the month, we can pick up the cart the following service day - which would be the first week of the new month - and we would prorate their bill to charge for only one week of service in that new month. We pick up the carts whether they're full or empty, so customers are able to continue using the carts until the moment we pick them up, thus creating the charge for one week of service. Being a locally-owned and -operated business, we work VERY hard to keep our costs as low as possible. Unlike other companies that service the ******* area, we don't put extra taxes, fees or surcharges on the quarterly bills. Our rates are flat (unless the bill is paid late, at which time a late fee will be assessed - late fees are listed on every invoice). This is a pre-paid service, meaning bills are paid in advance. As stated on every invoice, a small $** cancellation fee is applied when service is terminated. This doesn't even begin to cover the cost of mileage and driver wages to come to the customer's house and pick up the cart, wages/supplies for someone to wash the cart when it returns to our office, and wages/technology to have our CSRs close down and finalize the account. We feel this small $** fee is quite a reasonable price, especially when compared to other trash companies that charge $** for the same service. While discussing this matter over the phone with the customer, our VP of Operations gave a few possible options; the customer chose to terminate their account on the next regularly-scheduled pickup day. The trash cart was picked up on 9/20. Though our company policy is to issue refunds only if the remaining credit amount is more than $**, we decided to refund the previously-paid amount equal to one week of service (for one out of four Tuesdays/weeks/service days in September). This refund check is already in the mail.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over the last several months Air Capital Waste switched my service from a middle of the day route for my trash service to an early morning route and since then my trash rarely gets picked up. I have called many times to find out the reason and schedule a pickup. I have not had my trash picked-up many weeks because I am tired of calling them. I learned and have witnesses their drivers arriving nearly 30 minutes early. Their website and bills say "Our routes start at 6:00 AM each day. Please have your cart to the curb by that time, or simply set it out the night before." I have set my trash out a little before 6 am each Monday for the last several months and only a few times has it been picked up (trash truck is running late). Generally I have to call them and have them put me on a special route because the driver arrives before 6 am nearly every week. When I call them about it they look and acknowledge the drivers show up before 6 am they say they will report the drivers arriving early to the route manager to fix this issue and nothing has changed. I have asked to be on a different route and was denied. This business has not delivered the service I have paid them to do.

  Business response

  02/24/2022

  Business Response /* (1000, 8, 2022/02/09) */ Hello! I was able to review your request and the account in reference. Looking over your account I only show one time we were contacted in the last 3 months regarding the pick up being missed and your concerns about the pick up time. During that discussion it was confirmed that you are one of the first stops of the day and that the driver had been getting there prior to 6AM or shortly after over the last several weeks. It looks like at that time you requested an off-route pickup for that week, which was given at no charge, and that you be switched to a 2PM pick time. I am sure you understand that it is not possible nor feasible to perform an entire re-route in order to service one neighborhood later in the day, nor is it feasible to send a separate route driver over for just your stop later in the afternoon. However, it does look like the route manager has notified the driver of the issues you were experiencing and he has been arriving at 6AM or shortly after ever since we spoke with you on 1/25/22. We are able to provide you with the credit requested, however it is important to keep in mind you are one of the very first stops of the day, because of this we will be arriving early morning. If that is not a time that works for your schedule, you might want to consider seeking out a different service provider. We also urge you to reach out any time you have service related issues, so they can be addressed and corrected right away.

*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. ↩