ComplaintsforBest Way Disposal

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A few months ago, an industrial quality garbage can that we owned for approx. 15 years was crushed by the Best Way garbage collector. One side was split open starting at the top and going 3/4 of the way down the side. When I called them I was rudely told since the can did not belong to Best Way they would not replace it. Even though they were the ones who crushed it. They did not care. Now today, after they were suppose to empty the can, they only emptied it half way. We had three small bags on top of some sticks and garden weeds. All the took were the three small bags and left everything else. I would like to pass along my experience so others can be aware of there very unprofessional, disrespectful practices.

  Business response

  07/30/2024

  I would be more than happy to deliver a 96g Best Way cart to *** ******* residence; however, this cart would remain the property of Best Way Disposal. We do not sell or give away our carts, so that in the event the cart is damaged we can exchange it for an undamaged cart.

  I apologize if *** ***** felt his complaint about his personal can being damaged wasn't handled in a way that was satisfactory to him. I do see a note on his account from April 2024 that our Customer Service Representative explained that we do not replace personal cans; due to the nature of the truck's operation, it is unavoidable that damage to carts/cans will occur.

  No cart/can is indestructible, as much as we wish they were, so we prefer to service carts that we provide.

  There will be no extra cost associated with the use of our cart. Please let me know if *** ***** would like to have one of our carts delivered and I will schedule that delivery for any Tuesday of his choosing.

  Thank you,

  Martha B******

  Customer response

  07/30/2024

  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. 
  They can deliver another can any Tuesday.  We are usually home but if we must be here to accept delivery, please let us know date and time.

  
  Regards,
  
  **** *****
  

• Initial Complaint

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bad business, beware!! I called to cancel service and the “no refund” policy was not mentioned and it should’ve been. Was only addressed when I asked about my refund. I was told “all trash companies do it”, which is a lie because I then called another company and they do not do that to people. I understand “it was listed at the top of the annual statement” but that still doesn’t make it okay to steal someone’s money. Terrible terrible company to charge for a service and then keep the money that was paid when the customer cancels. I am writing this in hopes of a refund, but mostly to warn others. Also, trash pickup was skipped multiple times over the past year. I had to call at least 3 times to complain and have another truck sent out… and yes, the can was out the night before every time.

  Business response

  07/19/2023

  I understand that *** ****** disagrees with our policy of not issuing refunds, but as she stated, it is clearly stated on the invoice she paid. We would be more than happy to service her for the remaining term of her service.

  In regards to her complaint that she's been missed multiple times I only show that she's called us once, in January 2023, regarding missed service and it was on the scheduled day of her pick up and her route was still in progress and we received no further complaints. Unfortunately, mistakes do occur, but we have processes in place to make certain that if a customer's rubbish is missed, due to a mistake on our part, that we will correct that in 24-48 hours. 

  Thank you,

  Martha B******

• Initial Complaint

  12/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am being billed for 2-95gal can service and I only put 1 can out to be picked up for several years now. So, I have been paying double the amount on the bill. The bill has 2-95gal Residential subscription on it. I can't get an answer on the phone when I call (automated message) and have emailed asking for the service to be changed from a 2 to a 1-95 gallon service. No response has ever come back.

  Business response

  12/15/2022

  I apologize that *** ******* was confused by his invoice. He is not being charged for two cart service, but the invoice does reflect that we will service two carts.

  Had he been charged for service on the second cart he would see a separate line item on his invoice indicating that. His base charge of $61.74 is accurate and what our single cart customers are being charged. Attached you'll find a copy of an invoice for another customer that is being charged for two cart service so you can see the separate line item that *** ******* would see if he were being charged for the second cart. Our system requires that the number of carts be entered on each account so that our drivers then know how many carts they are permitted to service at each address. It appears that *** ******* had a permissible second cart due to his being grandfathered in from Bavarian Waste (who had a static second permissible cart) when we acquired their residential accounts in August 2013.

  I can remove the permissible second cart from *** ********* service, but it would not change the price he pays as the price he's currently paying for two carts is what he'd pay as a single cart customer. 

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Best Way, ***** supposal picks up a dumpster full of tires at 1:10 E. Main St. ********* tire company in a residential area between the hours of 1030 to midnight two days a week I live right next-door my windows rattle it wakes us up it has even knock things off the wallI have contacted repeatedly Best Way disposal and they tell me there’s nothing they can do about it this is unbelievable the noise and the beeping of their truck so late at night

  Business response

  04/26/2022

  This service is not handled by Best Way Disposal located in Burlington, Kentucky. This customer is NOT a customer of our division. Any and all complaints should be made to his local division which as near as I can figure is located in Anderson, Indiana. The customer should forward his complaint to that division.

  Thank you,

  Martha B

  Customer response

  04/27/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** *****
  

• Initial Complaint

  04/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I moved and had prepaid services for 12 months and asked for a refund for the unused months of service and they have refused to return my money.

  Business response

  04/21/2022

  Hello,

  *** ********* reached out to our office on 2/25/22 and spoke to our Billing Manager regarding a refund, it was explained at that time that we do not offer refunds per the disclaimer on our invoices (see attached), but that we would make an exception if he could provide us with Closing documentation from the sale of the home or End of Lease, OR provide us with copy of documentation showing proof of his new address in the form of Purchase documentation or signed Lease Agreement. Our Billing Manager provided *** ********* with her email address to send the documentation to, but to date we have not received any of the requested documentation. 

  Again, per the terms listed on the invoice, we do not provide refunds. 

  Thank you,

  Martha B.

  Customer response

  04/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  My new address is *** ******** ***** *** ******* **** *****
  
  Regards,
  
  ****** * *********

   

  Business response

  04/21/2022

  We thank *** ********* for providing the requested documentation and will be happy to stand by the promise of our Billing Manager to refund for unused service. *** *********'s refund will be requested today and should arrive to his new home address in approximately 15 business days.

  Thank you,
  Martha B.

  Customer response

  04/26/2022

  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. 
  
  Regards,
  
  ****** * *********
  

• Initial Complaint

  01/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a Best Way Dispoaal trash truck driver skip my house and leave my full trash can twice in the last month. The first event happened about 3 weeks ago and I called Best Way Disposal to file a complaint. Today he skipped my house again and I had to run down the street again to try and stop him to tell him to go back and get my trash (it was 20 degrees this morning when I ran to catch him and I'm 72 years old). He said he didn't skip my house, that the trash can wasn't out there, which is a lie. (He was the same young kid as last time, dressed very sloppy with a very surly attitude). I always put my trash can can out the day before pickup and I really don't appreciate someone blatantly lying to me. I called Best Way Disposal again and filed another complaint. I want to be sure this doesn't continue to be a problem for me. I'm afraid this driver will continue to do this if he keeps getting by with it and lying about it. Thank you, ***** *******

  Business response

  01/18/2022

  The complaint is being made for a location that is outside our service area. The customer, I believe, intended to leave a complaint/review for our *********** ** location which is run by our Indianapolis, IN Customer Service Dept. 

  Thank you,

  Martha B******

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Absolutely awful!!! Called to cancel today (11/10/2021) because they have damaged our mailbox now twice, and was told after we cancelled, they will not refund us because the billing cycle is paid 3 months in advance. We then had to get a supervisor to reopen our account so we could finish the billing cycle out that we already paid for and was told if we call to cancel again, they wont reopen it. We don't want to even have service with them, but are forced, as they wont refund us our money that we paid. Their billing cycle is paid 3 months ahead of time, so essentially we are stuck until the end of February. The first time they broke our mailbox, someone came out right away and fixed it. We even supplied the mailbox and didn't ask them to purchase one. Then they damaged our mailbox again and broke both our trashcans on the same day. The workers are careless when they pick the garbage cans up and place them back down. Majority of the time we find our trash cans thrown in our driveway with trash around them. Would love to leave them now and go back to ******, but can't because we just paid for three months of service and they will not refund us. Even though the reason we are leaving is due to bad service and constant damage of our property.

  Business response

  11/11/2021

  I apologize that *** ******** has had this experience with Best Way Disposal. We strive at all times to provide the best service possible for our customers. His complaint was not handled in the manner it should have been by our team, and if he would like to call my office directly at ###-###-#### I'll be more than happy to take care of the issue. 

  Thank you,

  Martha B.

  Office Manager

  Best Way Disposal

  Customer response

  11/12/2021

  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. 
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  10/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cancelled garbage pickup august 27th, can was picked up September 3rd. My credit card was billed Sept 3 for future 3month service of $62.45. Refuse to refund money to credit card because I refuse to give them my mailing address in *******!

  Business response

  10/12/2021

  As stated on our invoices (attached is a copy of the most current invoice for ***** *****'s account), refunds are not generally issued. We were willing to make an exception as the customer indicated they had moved from our service area. All we require is a forwarding address to complete the transaction. I don't feel this is asking too much from a customer who is asking us to violate our refund policy. We do not sell address or phone number info, it is strictly for our internal tracking/recordkeeping.

  We are more than willing to issue the requested refund if the customer will only supply us with their new mailing address.

  Thank you,

  Martha B******

  Office Manager

  Best Way Disposal

  Customer response

  10/13/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** *****

     Since I cancelled the service before I was billed, I do not understand the dilemma. Furthermore , what does my present address have to do with the fact they billed my credit card after service was cancelled and their trash receptacle had been removed from my property! Seems to me, this is just an opportunity to steal from the public. Also gave my phone number for to the operator for a call back from someone in the organization, still waiting! I could make a formal request through my credit card company to investigate as a fraud complaint I suppose.

  Business response

  10/13/2021

  Per the customer's own admission, which corresponds to our records, service was cancelled on 8/27/21. However, the customer's assertion that service was cancelled before it was billed is incorrect. The invoice went out on 8/1/21, and was paid on 8/3/21. We are NOT trying to steal from our customers, and the customer was aware of our "no refund" policy per the notice on the invoice previously sent, this notice appears on ALL invoices we send, so would not have been the first time the customer was made aware of the policy. We, again, are willing to forego that policy if the customer will provide proof (ie. forwarding address) that they have moved from our service area. 

  I am aware that a voicemail was left for our Billing Manager, but she has been instructed not to return the call as this issue is now being handled using the BBB as a moderator. 

  I apologize that the customer is struggling with adherence to the agreement made when the bill was paid, but don't feel that asking for a forwarding address is taking advantage of the customer in any way. Again, we NEVER sell customer information.

  If the customer proceeds with lodging this as a fraudulent charge with their company, the balance owed on the account will be forwarded to our outside collection agency, as this invoice/payment was in no way fraudulent. 

  Thank you,

  Martha B******

  Office Manager

  Best Way Disposal

  D-Division

  Customer response

  10/14/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** *****

    Billing for services not provided is not fraudulent? I have provided you my mailing address, please remit my refund. It is correct you state prepayment of funds with cancellation will not be refunded. Since I payed by credit card which you demanded upon creation of our account. These statements really were not examined thoroughly. Shame on me!

*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. ↩