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Business Profile

Garbage Removal

Arnold Legacy Hauling

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garbage Removal.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/19/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 called Arnold Legacy on Thursday 1-16-25 & asked why trash was not picked up again this week, I received an email that they were unable the week before due to weather & road conditions but had not received anything regarding this week. The lady that answered the phone told me they would pick it up next week on Tuesday, I also informed them that other trash companies did not have any trouble picking up neighbor's trash.After some thought I called my neighbor's trash ************** gave me a lower **************** stated they had no problem with them picking up the trash & requested their services because this was not the first time Arnold Legacy has not picked up the trash it happens routinely.I called Arnold Legacy back & cancelled my services with them & asked them to refund me the next 2 months that I paid ahead for & she told me that they do not do refunds anymore?So they take people's money & don't provide the service weekly like promised?All I want is my money refunded for the months I cancelled.

    Business Response

    Date: 01/20/2025

    When a customers starts service we email or mail out a welcome letter I have enclosed a copy of the letter it states we do not offer refunds. I told the customer it is our company policy we do not offer refunds we will continue to service her through her paid to date. She did not like this response and used the BBB as a threat. Due to the incluement weather (snow/ice)  the saftey of our drivers/employees and our equipment and customers road was ice covered we were unbale to service the customer on her normal pickup day. The owner instructed drivers to use there own discretion & saftey. Our drivers are aware what customers they couldn't service due to her road being ice covered that we will get her trash cleaned up the next week taking over her weekly limit assured her everything will be picked up on her schedule pickup day as long has her road condtions have improved.

    If you have any further questions please let me know.

    Thank You

    Customer Answer

    Date: 01/23/2025

    Complaint: 22832518

    I have reviewed the business' response and am rejecting it because: In my welcome letter it does not state what the business claimed it did.



    Sincerely,

    ******** *******-******

    Customer Answer

    Date: 01/23/2025

    I have attached the Welcome letter that I received by this  business & it does not state anything about NO REFUNDS.

    Business Response

    Date: 01/27/2025

    The following is a message from Arnold Legacy Hauling, via ****************
    Do NOT directly reply to this message. Please click here if you would like to reply to this message.


    01-20-25

    We are running our routes as usual this week this morning Monday 01-20-25 our drivers are getting a late start trying to get trucks started due to extreme temperatures. Again, we are on our normal weekly schedule.
    Arnold Legacy Hauling

    Good Morning ,

    I spoke to the owner as stated earlier we do not offer refunds as we informed customer to refer back to her welcome letter we do not offer refunds. We will continue to service our customer thru her paid to date.Customer is paid March Tuesday 03-25-25 will be her last pickup date with our company . She will have to find another service effective April 1st,2025 We were unable to service this customer during inclement weather ( extreme temperature & snow & ice covered ) road along with other customers we told her as soon as her road conditions improve we will have our employees clean up from the week she did not get trash picked up. I check customers account on 01-14-25 was the only time customer did not get service due to icey roads. I did attach a mass email I sent out on 01-20-25 that we are running our normal routes that week but for the safety of our drivers & equippment it was still left up to our drivers discreation and if road conditions. Any roads that still were not treated the extreme tempertaure prevented roads from melting the ice.

    Customer Answer

    Date: 02/02/2025

    Complaint: 22832518

    I have reviewed the business' response and am rejecting it because: We did not get out trash picked up for 2 weeks, not just one. I have already paid another company to take over my trash pickup. I want my money refunded, I don't understand the problem with refunding my money for services that are paid ahead & that I no longer want from this company. I have found another trash company that is more reliable & cheaper.



    Sincerely,

    ******** *******-******

  • Initial Complaint

    Date:11/17/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Hello, I paid my trash bill on 7-5-23 it was for 3 months of service in the amount of $97.95. Then in august our trash was not picked up a few times I called the company they 8/9/2023 they said they had a new driver and it would be picked up the next day. Then 8/10/23 I got an email stating they were no longer servicing our area and it was effective immediately and it would take up to 90 days for a refund for unused services. On 10-24 I got an email stating I was going to be issued a refund however that card was since replaced due to me getting a new card from my bank so the refund of $46.17 was not received to my bank. I called the company they assured me a check for the $46.17 would be in the mail on 10/31/23. It is 11/17/23 and now they are stating they are having money issues and cannot issue me my check refund until 12/1/23. However I feel this is unacceptable they canceled a service I had already paid for with no notice and won't even let me come to their office to pick up a refund check or mail it. I called and tried to talk to them today and the office manager hung up on me. I try to be a really patient person but that is not a good way to conduct a business. All I am asking is my refund be issued and I can go pick it up or it be mailed immediately.

    Business Response

    Date: 12/27/2023

    On 10.24.23, we did reverse the charge and put $46.17 back on the customer's card.  She came up here on 12.5.23 and we gave her a refund in a check (#****).  She cashed the check on 12.6.2023.    

  • Initial Complaint

    Date:09/05/2023

    Type:Order Issues
    Status:
    Resolved
    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.
    They took my money and didnt provide the service. They hang up on me when I call to ask them about it. ***** Arnold is a *****.

    Business Response

    Date: 09/21/2023

    Thank you for reaching out ********************* was a customer we provided trash service for we lost the driver that picked up for his area so we cancelled ALL the customer on those 3 route a email went out letting customer know we could know longer provide trash service also in the email we did tell customers it could take up to 90 days if not longer to issue a refund. This letter was sent on 08-14-23 
    We are working on the refunds but it is very time consuming because I have to go under each individual account, adjust charges for the days they received pickup then refund customers for the time he/she did not get serviced. Once again we are working on refunds.

    Customer Answer

    Date: 09/21/2023

    Complaint: 20559108

    I am rejecting this response because:

    90 days is too long for a refund to take. 

    Sincerely,

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

    Customer Answer

    Date: 01/30/2024

    ** 01/30/2024 [CR]  This complaint has been resolved, they finally sent me a refund.

Arnold Legacy Hauling is NOT a BBB Accredited Business.

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