Complaints

This profile includes complaints for Best Way Disposal, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Best Way Disposal, Inc.

  2314 Miller Rd Kalamazoo, MI 49001-4146

  
• 

  Best Way Disposal, Inc.

  7901 Dan Smith Rd Watervliet, MI 49098-9549

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed my account with Best Way in January due to lack of communication/resolution on a separate matter not concerning this specific complaint. Upon closing, the representative indicated a credit balance over $200 that she would need to call back with resolution how the refund would be processed. I've received no communication in 2+ weeks and when I've called for an update, I get forwarded to the "account manager" voicemail and have yet to receive communication as to how to retrieve what is due. Their leased bin was retrieved shortly after calling to close the account so there is nothing preventing the refund from being processed other than simple negligence on their part. I'm seeking the refund owed, including the amount paid in January for service that was not received.

  Customer Answer

  Date: 02/13/2025

  I have received a call back as of this morning confirming the issuance of a refund which will take up to 8 weeks. 

  

  Business Response

  Date: 02/13/2025

  Good afternoon, 

   

  Although this complaint came into the Western Michigan BBB this is an issue that is being resolved in another one of our divisions outside the state of Michigan. 

  I reached out to management for the division in which this complaint originated, and I was told that they reached out to Mr. ****** regarding the refund he is to be receiving following his cancelation of services. I was informed that the request has been submitted, and that Mr. ****** will be receiving a check by mail in the coming weeks. 

  If I can be of any further assistance, I will be happy to help. 

  Thank you,

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

   

   

   

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 26, my trash pickup day, my trash was not picked up. It was put at the curb on December 25 at 9 pm. I called best way at 3pm on December 26th to inform them and expecting the company to setup a pickup for the next day, December 27(as this is how they have resolved missed pick *** in the past) I was told the driver said my container was not on curb, not true, And that they could pick up on Monday the 30th. I asked why. They informed me that they were not open until then. I believe this is erroneous information, as they are open. I asked for manager and was put on hold for an extended period of time. I hung up and called back. Again I was told my container was not at curb. I explained that it was. She told me Monday pickup, and I asked if there could be some credit for the missed pickup, the lady said I could bring my container to the transfer station myself at no charge. My complaint is the company not providing paid for service and a lying driver who claims my container was not out.

  

  Business Response

  Date: 12/27/2024

  Good afternoon, 

  I did research Mr. ********* account and it did show that we were in front of his home at 11:56 am on 12/26/2024 - one day delayed following the holiday. The driver marked the container as not being out. Because of the holiday and routes being pushed back at the time he called we had already closed the missed picked up list for Friday. We were more than happy to come back and pick the container up on Monday which was the next available day. 

  We don't believe that we were being unreasonable, but I spoke to our operations team, and we will go back on Saturday to empty the container. 

  Thank you, 

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

   

  Customer Answer

  Date: 12/30/2024

   
  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.
  
  Sincerely,
  
  *********** *******

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Did not pick up trash as contractually obligated.

  

  Business Response

  Date: 12/01/2023

  Good afternoon, 

  On Tuesday November 28th *******'s home was scheduled to be serviced. Our truck was not capable of accessing his home on Harmony **** due to a recent snowstorm that left the road service snow covered and icy.

  Their street is difficult to access when weather conditions are optimal, as it is narrow with a slight hill, and we do not have room to turn around once we reach the end of the road. Our drivers are forced to back down the street to be able to access the ********* with the automated arm on the passenger side of the vehicle. This particular road only has houses on one side and a privacy fence on the other that separates it from a new subdivision. 

  ******* called our office twice today December 1st demanding that we return to his house to empty the *********. It is unfortunate that ******* home is in *********, ******** and we only have residential routes near his home 1 time per week. As we do in all instances when we are dealing with an act of God, we offered ******* the ability to place out additional waste on this coming Tuesday and our employee would accept the extra. In speaking with our customer service representative about this situation, ******* did get loud before hanging up on her. 

  It is our intention to provide our customers with quality service, but we error on the side of caution for the safety of our driver and customers alike.  

• Initial Complaint

  Date:04/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up January 2023 for garbage and yard waste service and paid Best Way and they dropped off both carts. The garbage service has been fine. Yard waste started on 4/1 and my cart was not picked up. I called, and they said I didn't pay. I was dumbfounded as they dropped the cart, and never sent me an invoice. So I paid them over the phone, 4/10. I was not happy as they would not credit me for the one week I never received service. ******** assured me that my yard waste would be picked up on 4/14. Well, here it is 4/15 and they never not picked up my yard waste. They have been paid and are not providing service. So now 2 weeks have gone by that I've paid for and no service. I want them to provide the service and credit me the weeks they never showed up.

  

  Business Response

  Date: 04/21/2023

  I am truly sorry that this misunderstanding took place between Best Way Disposal and ***********

  We did deliver the container out to her home in December when she set up service with our company. Even though the container was delivered, we do not bill for the seasonal yard waste service (April-November) until February. ***** was billed for the service in February with all of our other yard waste customers. We also sent a reminder letter in March and a second bill in April to start up the yard waste service.

  
  I was informed that she called in the second week of April confused as to why we had not picked up her yard waste. ***** spoke to our Office Manager who explained that yard waste is a prepay service and for that reason we had not added her address to the route since we had not received payment.

  
  I believe there was some confusion as to when her first pickup would be at the time of payment. We strive to provide our customers with quality service and I want ***** to enjoy her experience with our company. I have provided a credit on ****** account for the 2 weeks of Yard Waste as she requested and look forward to working with her for years to come.
  
  Sincerely,
  
  ***************************
  Best Way Disposal 

  Customer Answer

  Date: 04/24/2023

   
  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.
  I did not however receive any billing that they are claiming. But appreciate their acknowledgement.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/04/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After 12 month using their services, thay added $10.46 called fuel surcharge to everyone **** and the person I had conversation over the phone explain that they are trying to cover part of the business expenses, just imagine how much money they are making with this increase from all of people who are using this service with no extra action or adding any better services into the company ,also the gas price is back down already,so there is no reason for extra charge

  

  Business Response

  Date: 08/05/2022

  The customer is correct; we do add a fuel surcharge to customers bills based on the average price per gallon of diesel fuel as reported by the US ********** of ******* The fuel surcharge does fluctuate as a percentage of the invoice based on the cost of diesel fuel. We feel that this is the most equitable means of covering operating costs without permanently increasing the customers cost of service.The figure that ******* shared is the fuel surcharge on a quarterly **** (3 months), for containers that are serviced once per week.