Complaints

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

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  Queen City Disposal

  2957 W Kearney St Springfield, MO 65803-2085

• 

  Queen City Disposal

  PO Box 8371 Springfield, MO 65801-8371

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:01/13/2025

  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.

  This service has failed to pick up our trash for the last three weeks. When they do come the hateful driver, dumps top two bags and leaves trash on ground and a full can. 3 weeks in a row!!!! One week, our trash can was left dumped over in the middle of the street.

  Business Response

  Date: 01/13/2025

  Customer states 1st of all last 3 weeks the trash hasn't been collected which is false because on 12/30/2024 her trash was picked up at 5:41 AM Now the following week we ran 1 day behind schedule because of bad weather and we emailed all customers letting them know we would be running behind so we did pick her trash up on 1/7/2025 at 6:17 AM then today we picked her up on her scheduled day 1/13/2025 at 6:01 AM and there were some bags that didn't come out of the cart because they were frozen to the inside of the cart which driver took pictures of and when he did attempt to dump there cart there was no extra trash that was  on the ground and when he went back to try and dump the cart there were now 2 white bags next to the cart and a cardboard box which one side had snow on it and the other side didn't because that side was sitting downward on the ground but not next to the cart because there is no **** **** on the ground next to our cart so which tells the driver these 2 bags and box was not out there this morning when he picked up there trash the 1st time. Also, her address is *******************************, and her house is white with a long gravel driveway and the picture she took of the blue house with a piece of trash on the ground isn't even her house. We tried to call the customer with the 2 numbers she had left with us, and she never did answer her phone.  We do not issue any refunds the customer can finish the 3 months of service, and we'll cancel her service as she wishes.

  Customer Answer

  Date: 01/20/2025

  Complaint: 22803116
  
  I have reviewed the business' response and am rejecting it because: this business has continually lied to cover their employees actions. There is trash all the way up the road this morning. When asked about the bags which were "frozen" we were not given that information, we were only told they would come back, and DID NOT! 2 WERKS IN A ROW.  They had the time to take pictures of the frozen trash but not correct their actions. I do not accept their answer. They are rude, and charge you to even cancel their bad service. I want a free cancelation at the end of the three months I have already prepaid. This is company has terrible customer service and it should be known. 
  
  
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 01/21/2025

  I would like to see the trash that is up and down her street and have her  prove it came out of our trucks which is impossible,  but her is a picture of her house and compare it to picture  of the house she took. We will be happy to cancel her service and her last pick up day will be March 31, 2025. 

• Initial Complaint

  Date:12/17/2024

  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.

  I pay $57 every 3 months for trash. My bill ended 12/5. I got a call 12/10 explaining they needed payment. I told them I would be more than happy to pay. Just not the bill I just got for the next 3 months of service due to me moving out of my current place 12/21. I told them if they could send me a pro rated bill or let me know what services would run me from 12/5 to 12/21 that would be great and Ill pay. 12/11 the next morning my cart has been removed. I was told by the owner (****) and the office manager ******* they removed my trash because I caked yesterday and canceled service and asked them up pick it up. Why would I call and ask for my trash cart to be picked up and then call and complain when they pick it up ? Made no sense. Told them I was waiting to hear back on pro rated bill so I can pay until 12/21. They do send my trash cart back ( call harassing me multiple times a day. Harassing saying theyll pick up my cart if I dont pay ) still at this point I have no pro rated bill nor do I know what to pay. Finally they tell me $104 is what I owe. I owe them because they picked up my cart ( which they never were supposed to ) charge me to drop it back off ( again , never asked them nor was told theyd be picking it up ) and charge me late fee , suspension , and to start new service. Of course I refused to pay $104 for the next 3 weeks. Then they tell me I owe $45 or something like that. Again , no bill. Not sure why $45 when I pay $17.75 a month. The owner **** calls. Threatens. Leaves nasty comments back to people when they have the same problems Im having. He threatens to fight people. Literally the most unprofessional business. He and ***** need to be checked into for harassing people and threatening. Below is the bill I pay up for 3 months of service. This is the ONLY **** Ive received.

  Business Response

  Date: 12/18/2024

  The customer called us to cancel their service because they were moving, and we did remove the cart early, so we called the customer back and we told her it was a mistake even though she had a rude attitude, and we still treated her respect. We also told her on the phone what she would need to pay and she told us she would pay the bill on Friday and never kept her word so we our office called her 3 x that day she failed to answer or call us back then **** called her later in the afternoon and left her a message saying we needed to get paid for the service that is due and suspending her service and going to pick up our cart,  also there was threats or nasty comments that were made to her, and if people threaten me yes I'll defend my employees and the company I work for Its not our fault her account was suspended and didn't pay the bill as she said she was, she also told our customer service *** that we wouldn't get the cart back and she would hide it, now how childish is this for a grown adult . Also, about getting one bill we also send a suspended service notice bill and email and we call all the customers at least 3x before we cancel their accounts, so she is lying about this too. Every time we send a bill out to every customer or when we open an account there will be a stamped time and date with the employee's code in their account. 

  Customer Answer

  Date: 12/18/2024

  Complaint: 22701646
  
  I have reviewed the business' response and am rejecting it because:
  I have not received a pro rated bill. He did send me a bill. For 3 months of service. I still need a bill to make payment. I called the office and offered to bring cash , with a bill. I need the business to provide me with a pro rated bill. Not one for 3 months of service. Note to the owner :  Your reviews / responses speak for themselves. Very childish responses back to people. 
  

  
  
  Sincerely,
  
  ****** Beach

• Initial Complaint

  Date:04/03/2024

  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.

  I paid for services up until Jan - April. They cancelled my services in the first week of January. I never asked to have it cancelled. they will not refund me the money. they constantly send calls and bills, and emails. He cancelled my account approx. Jan 10. I won&#**;t return the trash cart

  Business Response

  Date: 04/03/2024

  To whom it may concern, this customer is requesting that we give her a $60.00 refund although she has made a dispute. with her credit card company and they refunded her $49.25 back to her so she did get her full amount back and as soon as we find the emails of her requesting us to give her another $10.00 back before she gives our trash cart back to us. We will not refund anything that isn't due to her. She has kept our company property which doesn't belong to her. So as of today, she called our office and she told the customer service rep to tell **** that she has f****** destroy Queen City Disposals property and then she told customer service rep to tell **** to go f*** himself and hung up so after that, we are charging her $125.00 for the stolen property which and the cart. removal fee of $30.00 to have someone come and get our property and clean it as we do charge every customer this $30.00 fee. It's a pretty simple process of putting our trash cart out at the curb so we can pick it up and move on and it's kind of immature to act like to, then. Here is a history of her account we sent, and you will see on 1/29/2024 where the payment was returned to her.

  Customer Answer

  Date: 04/04/2024

  Complaint: 21525802
  
  I am rejecting this response because:
  My credit card company stated that they did not get money back from Queen City disposal. But I dont care about that since they did allow me to dispute the money. But the $10 you owe me is easy to find if you look at your notes. I moved houses to overhill ct and had my service moved with me. When I moved back to *********, I spoke to **** at your office and asked to put my trash on hold for 2 weeks. She told me that I would get $10 off my next bill. She completed her promise and instead of my bill being $59.95 it was $49.95 for the next 3 months. But when **** decided to cancel my service before I used my due $10 worth of service, he left himself in my debt. Therefore, I will not return his cart. Get me my $10 or send it to collections. I will no longer respond to your foul mouth. 
  
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 04/04/2024

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

• Initial Complaint

  Date:02/06/2024

  Type:Order 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 want to cancel my trash services. I paid for three months up front. They said that I could cancel but they would not reimburse the two months. I was never told that or received any documents detailing that. If that is their policy, then they should tell consumers that upfront and in writing.

  Business Response

  Date: 02/06/2024

  We have refunded the customer her full payment $60.75 instead of the $40.00 as she requested.  Her bill was due for February, March and April. and with the refund we gave her back, we will not service her account and we'll pick up our trash cart since she hasn't paid for anything, and we refunded her full payment back to her. 

• Initial Complaint

  Date:11/15/2023

  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.

  This is my first billing cycle with queen city. Everything was running good until I got a service interruption notice. I paid my bill on October 16. Apparently they didnt note it on my account. Its deducted from my bank account. I called in and the girl that answered the phone was pretty snotty and argued with me that I didnt pay my bill. I told her I did. I told her the date. I gave her the reference number on the bottom of the notification on my bank statement. She told me to email it to *********************************** I did so. I didnt hear anything back so I figured we were good. Today, November 15, my trash service was not picked up. I called in to ask them why it wasnt picked up and she said I didnt pay my bill. I said I did pay my bill. I told her I emailed a verification to the company all the while the person on the phone was arguing and talking over me. Claiming she was trying to help. She wouldnt give me her name. She wouldnt give me the owners name. She just wanted to argue. She said she couldnt give me a refund only the owner could do that but later she said that if I emailed her what is it the information again she would refund it. I told her I wasnt giving any information to somebody that wouldnt identify themselves. I shouldve read the reviews because this is not the only time this company has had pretty bad billing problems.I didnt think it could get worse than ******** Services. Queen city said hold my beer.I try to support small businesses as much as possible, but when they are running like this, Ill go back to the corporate monsters that Im not very fond of. At least they can pick up my trash and enter a payment. The billing issue and not picking up my trash didnt cost of my business but their customer service **** sure did.

  Customer Answer

  Date: 11/15/2023

  Please cancel this complaint. The owner and I came to an agreement. 
  

  Thank you. 

  Business Response

  Date: 11/15/2023

  Customer came into the office today, and we resolved the complaint / issue that was cause by a clerical error. 

• Initial Complaint

  Date:09/21/2023

  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.

  Queen City Disposal sent a bill which included a late fee charge of $10.75 for the previous billing cycle. I paid the previous bill July 17. On the bill the Terms state "DUE UPON RECEIPT". The bill does not indicate that there is a date after which late fees will b charged. It also does not indicate an amount that would be charged after a certain date. I want Queen City Disposal to reverse the late fee charge of $10.75 and include a due by date on future bills. I spoke with the owner and he could not explain how he would charge a late fee with no due date.

  Business Response

  Date: 09/22/2023

  The customer is correct about the bill on what it states and she even put it in capital letters so you are aware of it and DUE UPON RECIEPT means when you do get your statement it is DUE UPON RECIEPT and the customer decided to pay there bill 19 days late and our policy is after the 13th of the each month there will be a late fee of 10.00 and service will be suspended as I told the customer, this isn't her 1st time paying the late fee also. I did inform her if the balance wasn't paid the service will be suspended until it was paid, and she said she would complain to the bbb and write a bad review. So, we will NOT remove the late fee. If it's not paid service will be suspended and she is in a contracted HOA where she has to use us, and no other company may pick up trash in this HOA and the President of the HOA also knows our policy when they signed a contract with us, and it is up to the homeowner to keep up with pay their bills. 

• Initial Complaint

  Date:08/02/2023

  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.

  We used this trash services for just over 5 years at the duplex we rented in ***********. We've never really run into many issues with them. A handful of times they were late picking up or didn't come but nothing that bad. Today now that we've moved out and are needing not only a refund for a month of service we'll no longer need that we will probably never get but also an extra pickup and we've now run into huge issues. My husband arranged it with the receptionist to have them pick the extra garbage for us. My husband even went back and spent over an hour getting it broken down and everything put in trash bags he told the lady word for word what was out in that trash, including exactly how many bags we paid them another $20 for to come and pick that up so that our landlord wouldn't complain that we had left trash there. Today we found out they didn't come for the second time to pick it up, and when my husband called the lady, he had talk to before was extremely rude this time and told him over the phone that we were liars that there is more there, and it was not as described and that is not truthful. We have been back and there are actually less trash bags than we thought there were. These people not only took our money and called us liars and didn't do what they were supposed to, but treated us like garbage. My husband was angry and probably wasn't talking very nicely after all of this and the woman hung up on him and the owner called back and he was worse than she was. They steal your money and they don't do what they say they're going to do, after we talked to them, they called my husband back to inform them that they went to pick up their trash bin and took out the trash that was in the trash bin and left it on the trash pile. They wouldn't pick up after they were contracted to do so! We want our money back! Owned texting threats and Im insults now too! now. Address below of incident (have moved):***** and ********************* ******************************************************************

  Customer Answer

  Date: 08/05/2023

  *** already sent the pictures to you, but I did not get to mention yet that not only did he come back and pick up his trashcan, but dumped out everything that was in it on our yard along with the trash he didnt pick up and someone came and put extra trash on that pile in our yard. We want the money back that we paid to have extra trash picked up we want the money back for the month of ************** We no longer need because weve moved and now I would like compensation for the mess we had to deal with that involved driving a truck back-and-forth four times to get all the trash off the property that was supposed to be taken care of by this liar. Thanks. Also, please check the reviews on yelp and youll see that he does this to everyone especially women. 

  Customer Answer

  Date: 08/05/2023

  *** already sent the pictures to you, but I did not get to mention yet that not only did he come back and pick up his trashcan, but dumped out everything that was in it on our yard along with the trash he didnt pick up and someone came and put extra trash on that pile in our yard. We want the money back that we paid to have extra trash picked up we want the money back for the month of ************** We no longer need because weve moved and now I would like compensation for the mess we had to deal with that involved driving a truck back-and-forth four times to get all the trash off the property that was supposed to be taken care of by this liar. Thanks. Also, please check the reviews on yelp and youll see that he does this to everyone especially women. 

  Customer Answer

  Date: 08/05/2023

  Heres the screenshot of what he said to me 

  Business Response

  Date: 08/09/2023

  So, the customer called in to have a special pick up and we charge everyone $20.00 for that service and this is for just dump*** the trash cart only. Customer failed to tell us she stuff the can way over full and had about 20 bags next to the cart and we called the husband to tell him it would cost $100.00 to haul that much stuff away and he said we were f-*** crooks and kept us*** the f-*** word to our customer service rep, so she hung up on him as he was be*** a bully. So, **** called him, and he had a different attitude when **** was explain*** why it was more than he was quoted. Then **** told him that he needed to apologize to the customer service rep for his foul language and he told **** he was sorry, and he said we'll you need to call the office and tell the customer service rep that your sorry and not ****. So, the customer decided to not have us haul anyth*** away and we told him we would take the trash out of the cart since they didn't pay for it and as you can see from there pictures it was a mess. **** did send them before and after pictures of what was there when he got there and told them again to find someone else to haul this mess off and he stated he already did. Also, we did refund the $20.00 back to them. Customer only sent you parts of the text messages from **** and we have them from the wife and the husband's phone and then the son sent threaten*** messages also and we are tak*** those to the police to have on file. 

  Customer Answer

  Date: 08/09/2023

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

  Please do note my son is an adult and hasnt lived with us in years so that is clearly untrue on their part but money was refunded so Im willing to let it go so long as they dont treat others this way. Also note it was **** my husband spoke with, the owner, nobody else other than the lying lady that answers the phone, no other man so that is also untrue and no apology was given. 

• Initial Complaint

  Date:05/09/2023

  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 payed a year in advance for trash pickup and left one month before the year was up. Called several times because the first few times i told them to end my service and pickup my bin when i called back a few days later they acted like they didn't know i stopped service so i made sure to keep calling untill when i called back a few days later they said they picked up the bin and i was all set. I couldn't check cause i moved out of state. Now i moved back 13 months later and i call them for service and the lady said i owe $95. I said that's impossible i paid for a year and left one month early and made sure to cancel service. She said no you went over a year. I can provide proof that i was only at that address for 11 months i rented through a property management and paid them in full for twelve months and gave them the keys at the end of eleven months. Im a respectful and responsible person. When i was telling the lady i can provide proof i asked to speak with the manager and she hung up on me.

  Business Response

  Date: 05/09/2023

  Customer is right they paid for a year of service, and when customer moved and cancelled service our system will bill everyone for the next 3 months which is part of the reason why the bill $92.40 and then our system added a late fee and a cart removal fee to add up to the amount of the bill. Which we can take care of this balance and write it off, as in the cancelation date we have no records of that and we did call the customer on this date which is a screen shot of the notes in the customer account  5/20/2022 12:17:16 PM sw : LEFT MESS BILL
  6/13/2022 10:56:14 AM sw :  BILL WAS RETURNED MOVED TO FLORIDA.

  Usually when a customer calls to cancel service there will notes in the customer account as you can see from above screen shot maybe this wasn't done. And finally I'm not sure who the customer talked today but I don't think the customer service reps would hang up on anyone unless there were harsh words. 

• Initial Complaint

  Date:06/16/2022

  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.

  I'm selling my house, needed a roll off and called Queen City Disposal. I was asked where I wanted the roll off placed and told them to place on the east side of my driveway next to fence (there's fence on both sides), that my truck would be on right side (west side) of drive next to fence. I asked when the roll off would be placed and was told they couldn't give a specific time. I paid $210 for roll off. On day of delivery (6/6/22), I woke up at 8:00 and had 2 text messages and voice mail: they left roll off in middle driveway entry because my truck (little ford ranger) was in way. I immediately called them, asked them to come move roll off to position I'd requested, they told me they would charge me $45 to do that. I asked them why? i had given them instructions they requested, man on phone was yelling at me. 2nd man came and moved roll off where i requested with no problem, i asked why other guy was mad, 2nd guy didn't know what his problem was. This morning QCD picked up the dumpster since rental was up and broke several limbs on my mature apple trees. I called, left message wanting them to remedy broken limbs. Man left a horrible message I have saved, basically, "NO REFUND, NOT RESPONSIBLE FOR TREES, HAVE A BLESSED DAY, GOD BLESS AMERICA, GO TRUMP" I'm beyond angry, this man was rude, was rude from 1st contact, damaged my trees and invoked that bastard trump's name, total scum. I want compensated for damage to my trees and a $45 refund. I'm glad to be moving from Springfield and won't need their services any more. I have been a customer for years and never had any problems with them before this. I admit I did leave a rude text message for QCD after his rude voicemail.

  Business Response

  Date: 06/16/2022

  When the customer set up the account for us to deliver the roll off box she stated we needed to put the box in from of her double gate fence in her yard so when the driver got there she had her vehicle in front of the gate so driver called her 6 times and she refused to answer the call since she was the 1st box of the day so driver left her a text message saying we tried to contact you and you didn't answer so driver left the container 4 ft in front of her vehicle so she could get out then she called screaming at him say you need to come and move this box or you can pick the can up after we told her it would cost $45.00 to come back out since fuel prices are so high but she can't seem to understand why we would charge that but its pretty obvious why we do, so when the driver told her we'll come and remove the box as she requested in a text message which he still has she changed her attitude and told the driver thank you and we can leave the dumpster there, then she calls and said she'll pay the $45.00 to move it and another driver went over there and moved it to where she instructed the driver to put and there wasn't no damage to her tree as she saying cause she was watching set the box off and then she  thank him also for moving it over. We will not issue a refund after she agreed for us to do it or otherwise we were going to remove the box and refund her $210.00 to her. Wish there was a way to send all the text messages from her.  God bless America and Make it Great again 

   

  GO TRUMP GO