ComplaintsforAce Solid Waste Inc
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Complaint Details
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Initial Complaint
11/01/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Ace Solid Waste charges extra for yard waste pickup. They provide a container and let customers fill up to 20 bags per week. Over the past 3 weeks they have sent me messages saying they will not be picking up bags due to staffing shortage. I have reached out to the company for compensation, because I am not receiving the service I paid for. In short they are not intrested in refunds at this time.Business response
11/02/2023
We apologize for the inconveniences caused with us not being able the remove your additional yard waste bags due to staffing shortages. There was a letter sent in February 2023 advising that when staffing allows we would accept up to 10 additional yard waste bags per week. We have been able to service the yard waste carts, but current staffing has not allowed for us to pick up the additional bags. We have full intentions to get all additional bags picked before the end of the season. Since we have been able to service the carts, we typically do not extend a credit. As a courtesy we have issued a credit to your account for one month of yard waste service. The yard waste season started in April and ends the week of November 13th, weather permitting. It would be an eight month service, in which you paid $200.00. The credit amount issued to your account is for $25.00. Invoices for ******* services have already been processed, so you will see this credit reflected on your next invoice.Customer response
11/08/2023
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.Initial Complaint
11/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Ace was the only waste service that we used since moving into our home in August of 2021. We had good service until this fall. We had yard waste bags that didn't get pickup up on trash day. So mu husband called in and asked when they'd be coming out to get the bags. He was informed that they were short staffed and couldn't get the bags. Issue 1) if you are short staffed, and you know you're short staffed, call us and let us know not to rake leaves or not to bag the leaves or not to haul the full bags to the end of the driveway. But that's fine, we ask when they can come out and get them. They don't know. Ok so then do we get a refund? problem number 2) There was literally no effort to correct the situation. no indication of when the yard waste would be collected--if at all, no refund given when asked. only a reiteration that they warned us that they could pick up 10 extra bag "if staffing allows". Problem number 3 that disclaimer states that they will pick up yard waste "if staffing allows" but nothing else. We paid for a weekly service so it was our understanding that yard waste would be picked up on our trash day "if staffing allows", if staffing does not allow it would be picked up on another day that week.... not that it would not be picked up. We are paying for the yard waste service. We have a contract to pay a certain amount for a certain service.I don't have the paperwork in front of me so I can't tell you what we paid or exactly how long we were customers. But we paid in-advance for a service we will now never receive. *** did not deliver on their end of the contract so we moved on to a different company.Business response
11/02/2023
We apologize for the inconvenience with removing your yard waste bags, due to us being short staffed. A letter was sent in February regarding additional bags of yard waste would be removed when staffing allows. Emails and text message alerts have been being sent to our customers advising that the yard waste carts will be serviced, however there may be a delay in picking up the bags weekly. We have full intentions to get all additional bags picked before the end of the season. A credit of $28.96 was issued to your account for the cancellation. This credit will be issued back to your **** card ending in ****. We are sorry to hear that you have cancelled your services with ACE.Customer response
11/02/2023
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.Initial Complaint
11/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Yard waste days is Monday and Ace did not pick up my extra leaf bags. Been a customer for 25 years and they stated they are short staffed and may not pick them up for the remainder of the season. I had 12 bags that I brought down Monday at 5 am and I had to call them to inquire about them still there at 3:30 pm. They stated that I should go and bring them to the dump myself. I pay the for season as always and now they do not want to honor the agreement. They charge over $180 for the yard waste and the main reason I use this is for the fall season. WE are all short staffed but working for my company for 35 years, I would never tell the client basically tough, we probably won't do what we promised and we they were paid for. Extremely disappointed. Never really had any issues with them before and always spoke highly of them with our new neighbors. We were not the only ones with extra bags either. Just want my service that I paid for and always pay for. If they want, I can have someone drop them off at their offices?Business response
11/09/2022
My apologies for this issue. As informed by upper management, we will get all of your additional yard waste bags collected by the end of the season. If your yard waste cart is empty at this time, please place as many of the additional bags that will fit into the cart for service. It may take us a week or two to get everything collected, but we will get your needs serviced. We appreciate your patience and again apologize for your inconvenience.Customer response
11/09/2022
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 accept this response from Ace and hope that the situation is resolved.
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Customer Complaints Summary
4 total complaints in the last 3 years.
3 complaints closed in the last 12 months.