ComplaintsforStevens Disposal & Recycling Service, Inc.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A few months ago our local trash company was bought out by Stevens Disposal. Shortly after that we originally had a one yard dumpster and it was switched to a two yard dumpster without asking us and i could not even fill the one yard dumpster. When they brought the bigger dumpster out i told the driver if there was going to be a price increase to not even unload the new one. He assured me there would be no price increase. I was also forced into signing a contract that i never had before. I was also told the contract was just a formality and could be bypassed if something happened. I just received my new bill with a significant rate increase and when i called and questioned the bill and told them i no longer wanted their services for being lied to i was pressured to try one of the other services that i did not want. After many back and forths with the salesperson and numerous times telling them to come get their dumpster i was threatened with having to pay out the rest of the contract and other fees. This is clearly a bait and switch tactic that should be illegal.

  Business response

  06/13/2024

  Stevens Disposal and Select Sanitation merged on 12/1/2023.  Stevens Disposal requires service agreements with all it’s commercial accounts.  Our normal service agreement is for a 3 year period.  Service agreements were mailed along with our welcome letter and their first invoice with Stevens.  Mr ******* signed the agreement on 12/27/23 and we received it back in the mail on 1/2/24 with a note to change to quarterly billing.  Our letter indicated that dumpsters may be switched out.  Stevens runs mostly frontload Trucks for commercial dumpsters.  We ourselves do not offer 1yd dumpsters, so anyone with a 1yd once per week was switched to a 2yd every other week service.  Rate increases for these customers were made beginning 7/1/2024 to bring their cost up to our standard rates.  There is a clause on the service agreement that if service is cancelled prior to the term of the agreement the customer will pay out 6 months liquidated damages plus pull fees and any late fees.  We would prefer Mr ******* remain a customer and therefore will not waive the any breach of contract fees in the event that he cancels.  If he does not need this amount of service there are options of reducing to Toter cans as well.

  Customer response

  06/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The contract I signed was for a one yard dumpster. Your letter and contract you sent said it could be switched out but did not say you didn't offer that size or I would have never signed the contract and did business with you.this is clearly a bait and switch tactic that I will have no part in. I signed a contract for a 1yard dumpster not totes . Honor your contract or void it.

  Sincerely

  **** *******
  
  
  

   

  Business response

  06/24/2024

  Customer was informed that there would be changes and the dumpster would be switched out.   The services offered are equivalent and we will stand by the the service agreement that the customer signed.  He may call our office and speak with a sales rep for further solutions.

  Customer response

  06/24/2024

  
  Complaint: ********
  
  I am rejecting this response .Per their letter and contract that they sent it stated the dumpster could be changed it did not state they do not do 1yard dumpsters.They never advised us that our dumpster was going to be switched they just showed up. The contract I signed states right on it a 1yard dumpster. They replaced it with a 2yard and raised the price. I do not want a 2yard dumpster. My contract states a 1yard dumpster. If you can not hold your end of the contract I don't know what to tell you.

   

  Sincerely

  **** *******

  
  

• Initial Complaint

  06/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Company vehicle ran over my yard destroying curb and grass. Witnessed by neighbors. I've contacted company multiple times and been told they will repair. Currently my calls are not returned and nothing has been resolved.They have admitted to being responsible for the damage and stated they will make right.

  Business response

  06/11/2024

  The consumer has agreed to repair the curb and grass as we're giving them a 9-month credit.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ******'s destroyed 2 of my personal trash cans - 1 large toter and 1 Rubbermaid can; a value of well over $100. They replaced them with company toters, which was fine until I recently cancelled my service with them due to horrendous customer ************************ had called to drop my service down to 1 toter pickup and had only been setting out 1 toter every week for months. I had kept the other ******'s branded toter that they had replaced my destroyed toter with next to my garage. When the new bill came out, it was exceptionally higher than normal. Our HOA has a special discounted rate and my bill didn't seem to reflect that.I called in and has a lengthy and heated conversation with the rep, who was incredibly rude and unprofessional. She explained to me that I was still being charged for 2 toters as their driver saw that I was utilizing 2 toters which was a lie. They also threatened to charge me for the toters if I didn't return them, even though they were supposed to be mine to replace the ones that they destroyed. She explained that they are not responsible for customer-owned property if it is accidentally broken. My cans were not accidentally broken, it was reckless and malicious. I have street facing security cameras that confirmed that the driver was at fault, which is why they agreed to replace the toters to begin with.After cancelling, they sent me a bill for services that have already been paid for. I did return both toters even though they should have compensated me for my destroyed property.They have threatened credit collections on the new bill even though it just came in the mail. They again lied saying they have attempted multiple times to collect the balance. This is the first communication from them on the new bill.At this point I just want the balance zeroed out and to be done with this awful company.

  Business response

  02/13/2024

  ******** called in on 6/24/2021 and told us that our driver threw away one of the cans at ****************. We did deliver one of our cans out, waived the delivery fee but ******** was told this can will still be Stevens Disposal property. This was delivered on 6/26/2021.Cans are kept as Stevens Property as in the future if the can is damaged due to regular wear and tear, we can then exchange this out at no cost to the customer. We do not sell our ********************************************* toter cans to customers or give them out to cover a customer owned can. On 6/22/2022 ***** called in to increase service from 1 Toter per week to 2-Toters per week as well as scheduled a 3rd can to be emptied that week. Service was never requested to be lowered after it had been increased on this date. On 2/2/2023 we received a call that the blue Republic Toter was missing and only the metal bar from that can was on-site, we delivered one of our toters out and did not charge a delivery for this, it is not noted what happened with that republic toter just that the customer said it was missing. The bill was paid at this time as well for the 2-toter limit and the account was restarted from being quit for non-payment. We did send a toter out as we were under the impression this left the customer with ******* to use for trash when they are paying for 2. Still these Stevens Toters are to be kept as Stevens property.
  
  The collection letter the customer received was not his first invoice for those service dates. An invoice was mailed out on 10/1/2023 for services 11/1/2023-1/31/**** as well as the January **** invoice which was mailed on 1/1/**** and showed the previous balance of the 10/1/2023 invoice on it.
  
  Furthermore, the contracted discount for *********** HOA is only for 1-Toter at $45 per quarter. This is just a preferred provider contract meaning as long as 80% of the residents are using Stevens Disposal, they are allowed the $45.00 per quarter for the 1-Toter. We did however lower your 2-Toter limit to $67.00 per quarter as of 8/1/2023 although it was not a rate contracted with the **** we did this to give the rest of the residents using Stevens with higher limits a discount as well to help with the 80% retention in the **** Since the service was already discounted this final balance will stand as it was for services rendered. The final balance is $58.54. Let me know if anything further is needed.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had requested a dumpster delivery service to be emptied every 2 weeks . They kept billing us and not emptying the dumpster. I called and got it fixed once then the problems started again. Everytime I called to say they didn't empty the dumpster they would say it's the wrong week, even when it would be back to back weeks. I told them to just com get the dumpter may 11th they didn't. They stopped emptying it and left it full continued to bill us. I called to say we will not pay for a service we are not receiving. Then when the truck came by and ran over my cat I called again and said to come get the dumpster to send someone to come get it but don't send the guy that ran over my cat that I don't want any other animals harrmed. Again they kept billing and still haven't emptied the dumpster. They sent a letter stating that if we didn't pay them they were picking up the dumpster on NOV 17 . I didn't pay them because they had not emptied the dumpster. They never cam to get the dumpster. My husband called and they said they are going to leave the dumpster till the bill is paid even though they have been told.to.come pick it up multiple times. It's Dec 22 and its still here and hasn't been emptied for 6.months. I called and they basically called me a liar .

  Business response

  12/22/2023

  Customer was called every month once her auto pay declined on 5/15/2023.  Customer never returned any calls.  Customers service was suspended for non payment on 9/21/2023.  Customer still refused to pay for services rendered.  Notice was sent out if we did not receive payment that the dumpster would be pulled and account sent to collections.  Still no payment, so the dumpster was pulled today.  Account will go to collections next month if we do not get payment.  Customer never called about being missed.  Customer called in March and April and made payments to keep services from being suspended.  Customer called on 9/1/2023 stating driver ran cat over intentionally, she was told our driver would not intentionally run over an animal.  She then stated she wouldn’t pay us if we suspended her services.  She did not offer to make a payment for services still due for June through August services.  Customers last payment was 4/15/2023.  Customer has always paid late, with exception of one time in April and then stopped paying.  A company should not be expected to provide services when they are not paying.

  Customer response

  12/23/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  This thing aren't true .I have called repeatedly and told them we weren't receiving service while our account "was in good standing" we were treated rudely and.told that we were wrong that it had been emptied. I know that was incorrect because I can see the exact same trash in the dumpster. 

  I have made multiple attempts to try to get to a solution to the problem. And then and only then did I say I was no longer going.to pay for a service not being rendered. 

  I told them to.come puck up the dumpster again when they ran over my cat and they didn't .

  The phone number they have on file was to my husband's cell phone maybe 10 people have the number he wouldn't have missed the call. We never agreed to contact by email because my husband doesn't use his email for work. We are farmers and it's an unrealistic form.of commication for him. I have also told them that on multiple occasions. I deal with the billing and I need a paper statement. It was neve an issue in the beginning but once I told them that they needed to pick up the dumpster for non service they got nasty and started lying to me about me .I know what I said I know when I called and I know that the dumpster wasn't emptied while we were paying for service. HOWEVER IF YOU UPSET THEM THEY JUST SAY WHAT THEY WANT AND TREATEN  TO RUIN YOUR CREDIT AND LAUGH ABOUT IT  . While.saying there is nothing we can do about it they can do what they want

   

  
  Sincerely,
  
  *** ******

  Business response

  12/27/2023

  The customer owes money.  Has not paid for services as said prior.  We have pulled our dumpster and customer owes for services from May through September plus the pull the fee.  If customer refuses to pay it will be sent to the credit bureau.

  Customer response

  12/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ******

• Initial Complaint

  11/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Steven's Disposal has trash pickups every Wednesday. Our service has been consistent and reliable since we started with them, but last week when I went to retrieve the trash bin, it was missing from it's usual spot. So, I called customer service and they told me that the drivers reported that my trash was not put out that day. (Which is false, because I do it every morning on Wednesday.) I work from home and even heard the garbage truck stop outside of my house like normal, which would be strange for them to do if my bin wasn't put out for the day. Confused, I called back and was told to look around the usual pickup area and check to see if the any of the neighboring houses might have the bin. I wandered the roadside, checking in ditches and looking for any signs of the missing bin. Nothing. No signs of anyone hitting it with their vehicle or anything. I live in the country and the nearest driveway is a good quarter mile down the road, so it's unlikely that a neighbor mistakenly took it or the drivers put it back in the wrong spot. Looking down the road, the neighboring homes still all had their Steven's Disposal bins out for the day. Exhausting these options, we're left with two reasonable assumptions. Either the trash company took the bin at/after pickup or a stranger decided to steal it along with all of my garbage for the week. Being that it was mid-day, both my wife and I were at home, and our driveway is just beyond the crest of a hill, I find it unlikely that of all the houses on our road, someone would stop and choose to steal our bin. I called back and explained the situation, but they want me to pay $100 for a replacement bin. Given the circumstances, I feel this is entirely unreasonable. As a customer, I shouldn't be held responsible for this. All I would like is for them to provide a replacement bin so that I can continue to put out my garbage for collection.

  Business response

  11/13/2023

  The customer is jumping the gun filing a complaint with the BBB and a one star review online.  Management is working on this account and will be in contact with the customer today.

  Customer response

  11/16/2023

  
  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. The business has replaced the trash receptacle. Thank you!
  
  Sincerely,
  
  **** *******

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We pay 75 dollars quarterly for trash pick up from ******'s Disposal.Just paid our bill.The past 3 months, they have only taken 1 can of garbage, the past 2 weeks they did not take any of our trash.Called to try to get resolution.The lady was so rude and told us we only pay for 1 can per week.Which was not what was agreed to when we started service.The agreement was 2 trash cans, which we strictly only put out 2 cans.We are paid up until December, yet they have not picked up any of our trash in 2 weeks *** won't give us a refund.We never complain, but this is not ok and they do nothing to make up for services we have not recirleved,yet paid for.

  Business response

  09/27/2023

  Service is for 1 96 gallon Toter for $75 per quarter.  If the customer would like to use 2 96 gallon Toters the rate is $120 per quarter.  Our customer ********************** rep was not rude.  Customer was notified by letter, in August of 2022 that their service was changing from their own 3 32 gallon calls to one of our Toters.  I see the customer has 2 of our Toters but is only paying for one. We can either upgrade her service to $120 per quarter or pull one of the Toters.  Customer still has a balance on their 9/1 invoice. Customer did not cancel **********************.  Refunds are only issued on qualifying events per our policies. I have listened to the phone recording and can provide if needed.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trash pick up was paid for and not provided 2 weeks in a row. They were contacted over the phone last week, and I was told a truck would be back to pick up my trash. A truck never came. Once again this week, trash was not picked up. This time I reached out over email. At this point I had several weeks of garbage and nowhere to put it. I had already had it hauled away when they finally offered to send a truck back, which, after not coming back the previous week, I wouldn't trust it to be back this week. I asked for a refund or billing adjustment for the weeks where service was paid for and not provided and they refused. I should not have to pay when they are not going to provide the service paid for repeatedly.

  Business response

  08/04/2023

  ID *******.

  I will need to know what number they called from previously stating they were missed as I only show the email before I can make any decisions.  Customer states missed all the time but I only show the email note and a note from 2021.  I do see quite a few not outs noted from the route sheets.  Please provide number and date and time of call from last week.  Thank you.

   

  Customer response

  08/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:
    Company was called at *** *** **** on Wed 7-26 at 1217pm from **********.  My trash is frequently left out and not picked up. I don't always call to complain because every time I do, nothing changes and nobody comes to pick up the trash. Now I want refunded for the recent weeks of you not providing the service that is paid for where my trash was out the night before and was again not picked up 2 weeks in a row.

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

  Business response

  08/04/2023

  Upon further review of your account, I see that our employee was still working on your account and a credit for 1 week was issued per her email.
  
  On Fri, Aug 4, 2023, 12:13 PM ******* ********* <***************************> wrote:
  We were not notified of a missed pick up the previous week as we would have sent a truck back to get this hauled. We did offer to send a truck back this week to haul these items as well. The Residential Accounts Supervisor did say even though we were able to send the truck back that I can give you a credit for this week’s pick up since you already had it taken care of. The credit will come out to $5.08. In the future we will either haul all the following week or send a truck back if available. Please notify us when trash is missed so we can correct the driver and note your account. These notes help us track which routes are receiving missed calls and is used as a tool by the route supervisors to correct the drivers and reduce the number of missed calls we receive in the office.

  
  I have searched your phone number back to July 1 and there is no incoming call from that number in our que from 7/1 – 8/4/2023.  We issued the 1 week as stated above.

  Customer response

  08/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  2 weeks of service not provided, not one week. I want refunded, not credited, as I am seriously considering not renewing my service with your company after this current service period due to poor customer service.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  02/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have been seasonal customers of Stevens Disposal since they took over from Countryside. We began our 2022 service at the beginning of June and paid for 3 months service. Our pickup day was Tuesday. We are not always at the home during the week as this is a summer vacation home. At some point we realized our trash was not being picked up on Tuesday. But by the end of the week it was gone so we thought maybe they were having problems picking up on Tuesdays. At some point my husband was out working by the road on a Thursday and witnessed a competitor service taking our unpicked up trash. I immediately called Stevens and reported this to them. The next time we were there, our trash was still not picked up on Tuesday. We again witnessed another service taking it on Thursday. I called again and asked them if there was a problem, we should switch and pay the competitor because they had been picking up our trash all summer anyway. The following Tuesday, July 26, Stevens picked up our trash for the first time all summer. We stopped our service November 7. We closed the home October 27, so our last pickup was November 1. When they sent me a bill for September-November, I requested a prorated bill for the 2 months they did not provide service. They refused. I told them I wouldn't pay the full amount because of nonservice. They then sent me to collections. At this time, my husband asked me to just pay the bill, even though it was through extortion so it wouldn't hurt my credit rating. I disputed with the collection agency, but sent Stevens the money under protest. They now have me in collections for a $40 credit bureau fee. They also reported to the collection agency that they couldn't pick up our trash because the competitor already had. My trash day was TUESDAY and the competitor picked up my uncollected trash on THURSDAY! They never provided 2 months of paid for service and refused to prorate my bill.

  Business response

  02/16/2023

  A collection letter was sent out on this account on 12/9/2022 that stated if it was not paid that a $40 collection fee would be added and sent to the credit bureau.  Her payment was not received until after the account was sent to the credit bureau. As for missed pick ups there are no notes indicating that there were service issues which is why we could not do anything regarding the claim of missed pickups in November.  I will waive the credit bureau fee so that we can just have the account completely closed out.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We ordered a mattress pick up for Friday January 6th and paid a 30$ fee. I was told Friday there was a miscommunication with the driver of the truck and it was rescheduled for today, Monday January 9th. I called this afternoon and left a vm to ensure it was on the list for pick up. I received a call back from ******** confirming it would be picked up today. At 430pm I called again and spoke with ******** who told me there were still trucks in the field and it would be picked up. I explained the inconvenience of having to move the mattress to and from the street multiple times now and with the weather since Friday- we have had to reinforce the plastic multiple times and frankly- no one really wants to sit with a mattress out in their front yard all day on multiple days now….. I asked for a refund of the 30$ both on Friday and now on Monday and was blatantly hung up on. I returned the call and no one answered the phone so I then had to leave a message. It is now 745 pm and the mattress is still sitting at my curb. Thank you Sent from my iPhone

  Business response

  01/11/2023

  This was resolved.  Mattress was picked up.

  Customer response

  01/11/2023

  
  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. 30$ refund is not being offered and would have made up for the lack of timely completion of the job and the fact I was treated rudely by your customer service representative ********. Hopefully moving forward she will understand paying customers deserve respect. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  12/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  RE: acct ******* I recently switch service to ******** Services due to multiple rate increases by ******s disposal. Service was paid for services from 6/01/2022 to 8/31/2022. I had ******** start services on 8/25/2022 so service would overlap 1 week (see attachment). I left my ******** tote out for ****** to see on 8/26/2022 so they would know I switched to ********. At sometime before 11/30/2022 I received a bill from ******s for previous balance of $71 and $66 for service from 12/01/2022 to 2/28/2023 totaling $137. I called ****** to dispute these charges and was told they would delete the current but I would still owe for service (they never performed) from 9/01/2022 to 11/30/2022 and the late fee, so $71 total. I told them I would not be paying for service I never received, wished them a good day and hung up. I recently got a letter dated 12/09/2022 threatening collection if I don't pay $155 by 12/22/2022. an addition fee of $40 will be added. also an additional equipment fee of $100 for a toter can, I own the toter can they are referring to. just more bullying in an attempt to collect these fraudulent charges. Please Help THANKS

  Business response

  12/19/2022

  A simple call canceling service at the end of August would have cleared this up.  The office staff does not drive around looking to see if customers are using another service provider.  Since he has now provided proof of services with another company, we can close out the fees for services.  However, our records show the Toter is a Countryside Toter which ******s owns these.  We either need the Toter, $100 equipment fee or proof of purchase of the Toter.   

  Customer response

  12/19/2022

  
  Complaint: ********
  
  I am rejecting this response because: I do not have or have I ever had a countryside toter can. Your records are wrong. If needed I can submit a picture of my toter can.
  
  Sincerely,
  
  ******* ******

  Business response

  12/19/2022

  We closed the account out.

  Customer response

  12/19/2022

  
  Complaint: ********
  
  I am rejecting this response because: I am not sure what account closed means. If you are saying a $0 balance and no further collection threats I accept. I hope you understand my reluctance to accept because of all the fraudulent billing and threats, I don't know that in the future this won't go to collections. So please confirm $0 balance and no charges for my toter can and account closed and I accept.
  
  Sincerely,
  
  ******* ******

  Business response

  12/19/2022

  The account is closed with a $0 balance.  We are not pursuing the equipment charge.  ******s Disposal did nothing wrong.  You failed to call in and cancel your account.   This is the same for any account you have, you need to call and cancel not just assume that we know you went with another a company.

  Customer response

  12/19/2022

  
  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.
  I would like to thank the BBB as I don't think this would be the outcome otherwise. I  learned a lesson from this, check companies ratings with the BBB and stay away from 1star companies like ******s. Thanks again BBB.
  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. ↩