ComplaintsforAAA Disposal Service, Inc.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Twice in the last month, AAA disposal has missed our trash pickup. When contacted the company will only state that they will pickup the following week. My neighbor and I are both physically handicapped and cannot move the bins. The former driver was walking the 15 feet from the road to get both homes as we are a duplex. We want the company to get the driver of the route now to pick up our trash! As a part of any settlement we need to have an owner, Holmbergs call us. We know that their USDOT number is ****** and that their business address is ****** ** **** **** ******* Missouri. Phone ************* We have made multiple attempts to rectify this, but the office personnel will not let us speak to a manager or owner.

  Business response

  05/02/2024

  Mr. **********,

  I received your message.  I regret to inform you that Holmberg Hauling and AAA Disposal Services are two separate companies and that AAA Disposal is not a subsidiary of any other company.  But to address your concern, Independence is curb side only.  While we do have some drivers that will go to the house to pick up individuals trash when they are aware of disabilities when new drivers or subs are filling in they do not always have the information from the original driver.  I have have put a note on the file to indicate that you are disabled and that you are unable to bring the trash to the curb.  The current and future drivers should see this starting next week when they go to service your stop again.  The request for credit of $41.00 would not be processed at this time as neither miss was documented as a call in.  We ask that you give our customer service a call each time a miss happens.  When you call in please make sure that you are speaking with customer service about any service related issues or concerns, our owners have hired the customer service team to address these issues within the parameters that they have laid out for them to follow.  The number to call would be the ************ and remain on the line until the residential department picks up.  I do understand that this does not fully satisfy your complaint but rest assured that we have taken the steps to resolve this issue moving forward. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I thought I was signing up for a good reliable trash service. I originally them in February to try to set up. In February AAA service told me they would start picking up my trash the first week of March(Wed) Wednesday came, by noon , no one had came. I called the office they said they were still coming . By 3pm, I called again they said that the driver already came to work and left for the day. I told them my trash was still sitting out there. The lady started yelling and told me she would have a manager call me back. By 430 I had called the office and inquired about the No call back, and my trash. My concern was that as a new customer, I only had trash bags out & lived in front of a wooded area, that I was afraid animals would get to my bags. The lady told me that there was several complaints on ******** about AAA Disposal Trash Service. I told her I was not aware, that I just wanted my trash picked up. She told me to leave my bags out and she would have someone pick up the trash by the end of the week. No one came, it rained really bad, and an animal had got to all my trash. Trash was all over my yard. I called AAA, they started yelling at me again and hung up on me. I called back and told them to cancel this service due to them being unreliable and rude. Today (3/20) I noticed a AAA truck come by and stop in front of my house recorded by my camera. I thought it was strange because no one on my street has AAA . I called them and they said I have service with them. I told them no , that I canceled because they never picked up my trash and was nasty/ rude to me as a new customer. I asked her to please don’t charge me. She started raising her voice with me. I told her to please stop. And, that I should not be charged for a service I did not get and was canceled because they never picked up my trash. I disclosed to them when they did not pick up my trash and I called them canceling with them, that I went to another company. AAA please do not charge me anything!

  Business response

  03/21/2024

  I do apologize that your experience was not to your satisfaction it does appear that we did make a few errors and I do apologize for that inconvenience.  I show that your account was set up the day before you were to start so it did not make the sheet as a new start on the correct day.  I did review the notes with the customer service reps you spoke with and I am sorry that you felt that they were yelling at you, by no means was that something that we would tolerate from any of our customer service representatives.  I do show that we did get it routed the following week which is why you did see our truck there to pick up and the lady you spoke with last did cancel the services.  Currently the service is canceled and you do not owe anything.  

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cancelled my service with AAA in May of 2022. At this time (6/28/2023) they have failed to pick up the trash can from my home even after multiple phone calls asking that it be removed. They keep telling me I am on “a list” for pick up, however after a year of negligence I find that hard to believe.

  Business response

  06/28/2023

  I do apologize that this has gone on for a year, we have had our fair share of issues much like other industries in finding good quality full time employees.  We have been working through the pick list as we have staff to do so concentrating in specific areas at a time.  I am not sure why this did not hit a previous list unless it was an oversight. I will try to get someone out there shortly to get this cart collected.  

  Business response

  06/28/2023

  I do apologize that this has gone on for a year, we have had our fair share of issues much like other industries in finding good quality full time employees.  We have been working through the pick list as we have staff to do so concentrating in specific areas at a time.  I am not sure why this did not hit a previous list unless it was an oversight. I will try to get someone out there shortly to get this cart collected.  

  Customer response

  06/29/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** ******* * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  Regards,
  
  *********** *****

• Initial Complaint

  06/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I cancelled my service over a year ago after they started constantly skipping my house. Since that time I have requested they pick up their trash bin a dozen times and each time I keep being told they will have someone out ina couple weeks because they are short handed but nobody ever shows up. Everytime I call I get an excuse as to why they can't pick it up. I have been fined by the city twice. It has become a neighborhood trash can at this point. Now I am getting ready to move and my soon to be old landlord wants to charge me for it as well. This is the worst company to do business with I have ever seen.

  Business response

  06/01/2023

  I show that the account was locked for non-payment of $125.12 in June of 2022.  We do have the cart on a pick up list for collection when we are picking up in this area next.  Unfortunately this is not something that we have exact time frames on due to multiple variables.  I will put in a request to prioritize this as much as possible, however, it is requested that you place the container on the side of the house visible from the street until we are there to collect.  Please also contact the office to resolve the balance on the account our phone number is *************

  Customer response

  06/01/2023

  It's impossible for it to been canceled on your part in June 2022 because of non-payment. I canceled the service in in January 2022. I've had another company since then. So your records are inaccurate. I would request that you remove any and all records that show that I have a past due balance with you because that is not true. This is the reason why you have the rating that you do on this site. You continued billing me after I canceled the service with you, another issue I have confronted you over. That is an error on your part, not something that I'm liable for. Why would I continue to pay for service you stopped providing in December of 2021? At this point you're a dumpster is abandoned property. I request that you pick it up by the end of the week. [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  ********** ********
  
  * ** ********* **** ******** ******** ******** ****** *******

  Business response

  06/02/2023

  We will contact you directly to discuss the cancellation/locked.  Again we have the cart listed to be picked up, we have many carts that are still out there and due to shortages on both personal and equipment it has been a slow process to get carts delivered as well as picked up but we have made a lot of headway within the past quarter.

  Customer response

  06/02/2023

  There is nothing to discuss.You believe I owe you money for services you did not provide. Even if I did not cancel the services before June you stopped providing them in December, why would I pay for services you did not provide? All I want is the dumpster gone before I move at the end of the week. You literally have 1 week. [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  ********** ******** * ** ********* **** ******** ******** ******** ****** *******

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am not now or ever have been a customer. Someone dropped full trash bin on my curb. Have called numerous times over last 4 months to try and get them to pick up bin to no avail.

  Business response

  03/07/2023

  I do apologize that you received a container at your location.  I am not sure why the individuals you spoke with did not properly pass the information along but I have done so and you should have this picked up shortly.  

  Customer response

  03/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  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

  03/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have used this company for approximately 2 1/2 years now. Lately I’ve seen a decline in quality service.. Trash has been left on the curbside for 3 weeks now. When I contacted the company, they informed me that a new worker was on board and unintentionally missed the resident. The secretary responded by telling us that they would be sure to pick up trash the following week and she would note on account that there would be a double load (2 weeks) to pick up. Week 2-trash still on curb. Contacted office and I receive the same excuse. Week 3-once again the office was contacted. The secretary responded “they haven’t made it to your neighborhood yet”, needless to say I was infuriated since I had made an extra fee for a household item that needed to be hauled off. So here we are going on the 4th week of no trash service. This is insane and not to mention unprofessional. My next step will be CALL FOR ACTION : CHANNEL 4

  Business response

  03/09/2023

  I do apologize that we have had quite a bit of inconsistency in our drivers on this route as of late but we are working very diligently to get this resolved so that our customers of ******* are happy with our service.  I appreciate you bearing with us through this rough time.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  AAA came on my property to get our trash can that I pay for, and they said they were taking it because I haven't paid for my service. I told them they have the wrong house. there were two workers, and one was on my property guarding my trash can, while the other guy was on the phone with the office. I told them multiple times that they need to get off my property and they wouldn't leave. They need to get all their ducks in a row before they just block me in my driveway and enter my property. I called the office to report the issue and she was rude. They came back to my property this morning and took my trash can and canceled my service.

  Business response

  02/23/2023

  I received the complaint noted here and there are a few things.  

  First off I apologize that there was a mix up.  The previous tenants of your residence had our service and there was a pick up order on their account to collect the can.  The person that started your service did not go into the old account and remove the pick up order and follow that through unfortunately with us being so far behind this particular part of our business we are collecting it several months after you started the service.  The individuals that were there to pick up were in the process of resolving the matter when they called the office and they were instructed to leave the can, until you called and cancelled your service with the customer service rep, shortly after their conversation.  Due to the threatening manner that you engaged with our staff we did go ahead and retrieve that container today so that we did not continue to cause further ill will.  If the cancellation was made in error I do further apologize for this if you would like to continue service with our company you would just need to call the office to re-establish the service. 
  

• Initial Complaint

  02/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We cancelled our trash services with AAA disposal out of Buckner MO in January of 2022- our last pick up date was supposed to be January 28th 2022. I have called 5-6 times over the last year to verify we are still on a “list” for the can to be picked up following service cancellation and they state yes we are still on the list every time I have called. They state they are short staffed and running behind, and continue to offer that I can load it and return it to them myself if I would like. I have made it know I am not available to bring it back myself and they still have not picked up the can over a year after cancelling. I am past tired of looking at this extra can in my driveway that is just taking up space and cannot be used.

  Business response

  02/13/2023

  I have put in a request to have the container picked up ASAP.  I apologize this was not picked up prior to this.

  Customer response

  02/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  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 as long as the container gets picked up. If not I will re submit another complaint. 
  Regards,
  **** *******

• Initial Complaint

  02/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I recently received a bill from AAA Disposal on around the 1st of February that shows a late fee of .49 charged on 25-Jan-2023. Prior to this bill I received one l last year around mid year and chose to pay for several months in advance at that time. I'm surprised that this current bill even made it to my house as the address is incomplete. I tried to log in to pay this and had difficulty so called AAA and spoke with *****. I asked how I was charged a late fee when I only recently received the bill a week ago. She said the late fee was because my bill was due in January. Oh so that explains it they waited to mail me my bill to ensure it would be late so they could charge a late fee. I told her the issue with my address and she never offered to even update it and make it correct. I asked her to remove the late fee and she said, 'ma'am it's only 50 cents', (and of course i heard it as if we can steal 50 cents from all our customers by sending them their bill late then we made bank for this pay period). Yes ***** it is only 50 cents but it is the principal of the situation. You you have my address incorrect, I received it after 6 days after you charged the late fee. She couldn't do the math nor could she justify refunding the .49. I asked her to put someone in charge on the phone and she said there was no one at AAA Disposal in charge at the moment. This 50 cents she belittled me for complaining about is apparently a big deal to her as she couldn't waive it when i clearly pointed out it was an error on their side. The evidence is right there, black and white, plain as day. Yet she is going to hang on to that 50 cents like its going to buy her next meal. I feel like they are intentionally pursuing additional money. They have to know they are not the only trash service in the area. I want a phone call from *****s superior  and i am only asking for a refund of .49.

  Business response

  02/08/2023

  I have contacted the customer and addressed her concerns.

  Customer response

  02/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  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

  12/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They are leaving trash all over our road when they empty our trash can

  Business response

  12/16/2022

  It is our understanding from the driver that this address is over the limit of trash and the extra bags do not have the required extra bag tags that are purchased from the city of Lexington.  We have left extra bags of trash that are outside of the limit, but trash is not left all over the road when we leave the area.  If you would like the extra trash collected next week, please contact City Hall of Lexington to purchase the required tags to place on the extra bags so that we can clean it all up.

  Customer response

  12/16/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ****** ****

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