ComplaintsforCounty Waste & Recycling Service Inc

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/28/24 I sent service request #******* to have my broken garbage can replaced. I was told that it would be replaced in 2-3 weeks. On 7/15/24 I sent service request #******* to have my broken garbage can replaced. I was told that it would be replaced in 3-4 weeks. On 8/2/24 I sent service request #******* to have my broken garbage can replaced. I was told that it would be replaced in 3-4 weeks. The claim that they are low in stock, but this has gone on too long. In my case the wheels fell off making moving the garbage can very unmanageable. Also, I would think a repair would be quite simple making the need for a replacement unnecessary.

  Customer response

  09/03/2024

  County Waste has resolved the issue - *****

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have tried to prevent filing a BBB complaint, but this company is terrible. They fly through the neighborhood, knocking down 50% of the trash cans, they don’t fully empty the trash cans, so as they are lowering them back onto the street garbage and/or recycling flys everywhere, I separate my bins as far away from each other as far as I can, but they always pick up the bins and then drop them right in front of my driveway, so I can’t pull in without moving them, and their trucks are leaking hazmat fluid all over the roads. Somehow their competitors do not do any of the above.

  Business response

  07/25/2024

  I am writing in response to Mr. *********** complaint. Our operations team will be addressing his concerns with our drivers. We did try calling Mr. ********* but got his voicemail, we left a message advising the same. If the issue continues, we advise that Mr. ********* give our office a call. ************. We apologize for any inconvenience.   Sincerely  County Waste and Recycling. 

  Customer response

  07/29/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, however this issue is becoming habitual, and I have called the office multiple occasions and emailed videos as well before filing the BBB complaint.   Regards,  ***** *********

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Discontinued garbage collection after 20 years on April 4 2024. Called three different times to have trash containers picked up to no avail. These have been in front of my house since April 4th. I move them twice a week so my grass does not die where they are sitting They are an eye sore to myself and my neighbors. PS never late with payment

• Initial Complaint

  05/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We were previously paying $66. every three (3) months for the pick up of garbage and recycling using the smallest containers provided by this company. They recently increased those charges to $107.09 for the same period of time without any notification that the billing would increase. These charges are paid on a direct withdrawal and our first notification was when we viewed our statements. County Waste was going to discount the rate to $84.24 per quarter but they continue to charge the higher amount. Spoke with Cooper on 5-6-24 about the matter without a satisfactory explanation, requested to speak with a supervisor but they refused to connect me. Erica was supposed to call me but that hasn't occurred. Our concern is that County Waste isn't consistent with their billing and taking advantage of customers when possible. We are friendly with people who currently use the same company and are paying $66. per quarter and have their largest containers. County waste needs to be investigated for deceptive business practices regarding billing, failure to notify customers of billing changes and price gouging. Should also note they failed to pick up our recyclables on several occasions without any type of credit to our account.

  Business response

  05/14/2024

  This matter was already addressed with Ms. **********, she can call our office with any further questions or concerns. sincerelyCounty Waste & Recycling 

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In Sept/Oct 2022, 18 months ago, I contacted County Waste to open an account. I spoke with a service rep that advised me of a new customer discount given - which was 6 months of free service. I was also told about a referral service where you could obtain 3 months free when someone signs up using your name. In addition, I was advised of a discount for paying for a 2-year contract up front. I referred someone and that was documented. I agreed to terms. In April of this year, 6 months before the end of the contract, I was billed for services. I contacted customer service and they told me they had no record of the contract or agreement. I went through emails and produced the string back and forth between myself and the agent. They refused to follow through on the terms. At the time, I was in the car and could not find the signed version of the contract - so they would not honor it - regardless of the fact that I'd paid for it and they openly told me they have no system that keeps record of it. Only my copy would be a proof point. I cancelled my service, but they made me pay for a week between. I found the signed version and emailed it - following up 3 times with the rep I spoke to on the phone. She had transferred me to a VERY rude manager who did not care about customer service AT ALL and would rather lose a customer than honor a contract. Her name was Erica. She should not speak to customers. I asked the initial rep to forward the email to Erica several times and verify that our service was being extended until November - when the contract would have terminated. I have received no response in 3 weeks. Today, I saw a truck go by trying to pick up our garbage cans to remove them from the premises. When I tried to speak with him, he drove away hastily. I paid for 2 years of service and County Waste is not honoring their agreement. I'd like a refund for 6 months, plus the week, or an extension until the termination date in November - and then my service cancelled.

  Business response

  05/20/2024

  I am writing in response to Ms. ********’s complaint. Ms. ******** started service with County Waste on 9/22/2022. At that time, a rate of $25.00/ month and one month free was offered. Then on 10/5/2022 a 3-month referral credit was placed on Ms. ********’s account as she referred her friend **** ******* Ms. ******** then paid for 1 year worth of service which covered services for 4/1/2023-3/31/2024, she also received a 5% discount for prepaying for a year.Attached is an email that went back and forth between a customer service representative and Ms. ********, note Ms. ******** herself mentioned one month free and said that she didn’t want to sign the agreement, you would also notice that the agreement wasn’t signed. April 5th, 2024, we received another email from Ms. ******** and that email showed the agreement was signed. We are not able to honor 6 months free since the agreement wasn’t signed when we originally sent it out in September of 2022. This account is cancelled, and a refund was processed.

  Customer response

  05/20/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. As you can see from the attached email, I signed the contract on October 4, 2022 and confirmed my referral signed up. We were on vacation, which was the product of a very short delay in signature.  There was no other information given to me for 18 months that I didn’t have a contract. I only received a bill and was told that they kept no records in April of 2024. If they did not, after all of that back and forth, accept the terms of the contract they set forth, or keep records of it, it was on them to inform me. The contract stands.  Regards, ***** ********

  Business response

  05/21/2024

  We are not able to honor 6 months free since the agreement wasn’t signed when we originally sent it out in September of 2022. This account is cancelled, and a refund was processed.
  

  Customer response

  05/21/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The account was cancelled in April 2024 because they would not honor the contract or provide a refund. The amount for this contract was not refunded. Before I realized the date was early, I made a payment for an additional year (in April 2024 for the next 12 months.) That was the refund processed. Not anything for the previous service. There was no information or deadline expressed for when the contract needed to be signed. It was signed in under 30 days. If there was a deadline, it needed to be stated. There was no information provided for 18 months that the contract was not in place. This business does not want to admit to poor record keeping and abysmal customer service. In April, on the phone, I was told that if I provided the email with the signed contract it would be honored, multiple times. No specializations on date were given at that time. When I did produce it, it was another excuse.  Regards, ***** ********

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a small property claim with one of their truck drivers damaging a solar light near our driveway. I submitted the claim in January of 2024 and did not hear back after an initial automated response. A few weeks ago in March I called to find out what could possibly be taking so long for such a small claim and I couldn't get a straight answer other than they were sorry for the long delay. I was sent up the chain to a supervisor (whom I cannot remember the name, possibly Ryan), who told me he was going to take care of my next bill to cover the damaged property and my inconvenience of waiting almost 3 + months for a resolution. He did not go into any more detail and said it was going to be all taken care of. I just received my bill and there is only a small 1 month credit on my account that doesn't even cover the cost of the damaged item, let alone the inconvenience of the whole situation. I called again and the woman I spoke to this time told me that is all they are crediting me. She said her supervisor Erica was on "lunch" and would return my call at her earliest convenience, which magically happens every time I call about something. The customer service rep then didn't like how I was speaking and hung up the phone abruptly. I don't even care about the money (we are talking about a small amount), the principle of this whole ordeal is what makes a difference. Poor customer service because they can if they want to!

  Business response

  04/18/2024

  I am responding to Mr. ******* complaint, Mr. ******* spoke to the office manager on 3/28 she issued a credit for the full quarter. If Mr. ******* is still not satisfied, please have him call our office at ###-###-####.  thanks County Waste & Recycling

• Initial Complaint

  02/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In early June of 2023 I canceled my waste collection services. They continue to charge me for over 6 months. It has now gone to a collection agency for services I did not want and did not receive.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/28/23, I, Nicole, set up trash service with County Waste on behalf of my elderly mom. Referred by the **********, at the time, promo was 3 mo free with referral for each customer. (attached) I then called cust service at County Waste re when totes would arrive and about the referral. She said it may take a while on billing and to call and follow up. I paid the deposit and the next partial bill. On 2/6 we received the first full Qtr bill, no credit for the 3 mo. I called and spoke with Katlyn. She said there was no referral on file and I gave her their name, phone. She located their acct ***** ********** said she would have to call them to confirm referral, ok and what do I do about this bill. She said she couldn't do anything about this bill and she would call the ***********. I paid the bill on 2/14 and followed up today on 2/15. I spoke with Andrew and he said they pulled " the call" from 9/28 when I spoke with the rep and there was no mention of the 3 month referral. That is incorrect and asked that he send me the call or if he listened to it. He did not, said he doesn't have access and offered $30 off the bill. ( this is the current promo) I rejected and said to go back to the online referral with all info, on 9/28/23. He then said well so much time has gone by, I said it has not, this is the first full bill after I paid the deposit and then the remainder up to 2/1. I told him to cancel the service today. He said ok. I called back to find out when they would pick up the totes and confirm refund pro rata on the acct. The lady said the account was not cancelled?? Called four times today to cancel with email confirmation. Ciya said she would send the email and told me the pro rata amount is $12.50. They said 1-3 weeks to pick up the cans, to leave outside. Requesting a 3 mo credit for my account plus the pro rata refund for this recent bill with investigation. 72.90 plus 60.40, I owe $12.50 for 2/1-2/14/24. What about the ***********? No one called them.

  Business response

  03/22/2024

  I am writing in response to Ms. ********* complaint. Ms. ******* signed up for services through our website on 9/28/2023, there wasn't a conversation with a customer service representative so there was no mention of a referral credit. She then called back on 10/18/2023 with no mention of a referral credit, just wanting to find out when she will receive her containers. The next phone call after that was 2/6/24 where she called to discuss our billing cycle and 3 months free. The representative tried to help her, but she became angry and uncooperative. She then called back on 2/15 and cancelled the account without giving a reason. There was a payment made on 9/28 when the account was started, then there was a payment of $64.22 for November - January's service, then a final payment of $72.90 for February through April service, which $60.75 of that was refunded back to the customer. 3 months free referral credit is given to a customer with the intention that the customer will keep our services for at least a year. Ms. ******* cancelled the services in less than 6 months. we looked through our system and there isn't any referral form that was filled out. We will go ahead and issue the 3 months referral credit on the account and send the credit back to the card on file. We also will appreciate it if Ms. ******* wouldn't be so aggressive and rude when she calls our office. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my service with County Waste via a form on their website at the end of August 2023. The company reached out at the end of September asking why we cancelled, and I responded and asked when they could pick up the cans. They continued billing us for 2 months without picking up the cans after we sent them multiple emails reminding them that we cancelled their services in August. They sent the invoice to collections for $71.85. The account number is ************* Invoice number ************.

  Business response

  01/19/2024

  I am writing in response to Mr.********* complaint. This account was already credited and closed at the collection's agency. Please have Mr ******* call our office at ************for any further questions.   Sincerely  County Waste & Recycling 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After using County Waste for about 10 years, I called on 11/17/2023 to cancel their service. The company's invoices require advance payment for 3 months at a time. Having prepaid $162.31 for three months' service (from Oct. 1 to Dec. 31, 2023), and canceling halfway through the second month of that term, I expected to receive a refund of 1.5 months value, or $81.15. Instead, I received a refund of only $67.63. A customer service agent, McKayla, then a manager, Stephanie, explained that the refund was correct according to their accounting scheme: They charge for 12 weekly pickups for every three month period, with 4 pickups each month paid for by the customer, and a free fifth week pickup for each month containing a fifth week. While I understand their logic, that internal accounting scheme is not printed on their invoices, nor was it communicated to me when I signed up for their service or at anytime since, including during the call I made to cancel the service. I paid for a three month service and should be refunded for 1.5 months of the service that they did not provide. Moreover, their accounting scheme allows them to improperly refund potentially all of their customers! All customers are prepaying for the service, and eventually most customers must cancel their services. If the company was forced to disclose their accounting scheme (or billing system), i.e., the fact that customers are paying for a weekly service of up to four paid pickups each month and any fifth pickups are free, then it would be possible for customers to make an informed decision as to when to end their service. With their accounting scheme not described anywhere, customers cannot time their cancelation in order to receive their proper refunds. I want (1) to receive a correct refund (to total $81.15 as described above) (2) the company to clearly state their accounting/billing scheme on their invoices, and any appropriate webpages dealing with account initiation and cancelation.

  Business response

  01/19/2024

  I am writing in response to Ms. ******* complaint. As explained to Ms. ***** when she reached out to our office, our bill cycle is quarterly, and we charge based on 4 weeks in a month. Ms. ***** cancelled as of 11/16 which means at that time, she had already received 3 pickups in the month of November. The refund that she received is accurate, 1 pick up in November and all of December. There are months where there are 5 weeks, we don't charge for an additional pick up. The refund amount is accurate and at there isn't anything else to be given at this time. We are sorry for any inconvenience this may have caused.   sincerely  County Waste & Recycling 

  Customer response

  01/26/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  My complaint is not resolved because the response by County Waste was just a repeat of the details I provided in my complaint!  This does not resolve anything.  All of the details County Waste provided in their response were already present in my original complaint. As long as their true internal financial handling of billing and canceled accounts does not match their billing practices as described to customers on customer invoices and when customers sign up for their services, this matter is not resolved.  My original requests stand.  Regards,  ****** ***** PS Here is County Waste's response in full: "I am writing in response to Ms. ******* complaint. As explained to Ms. ***** when she reached out to our office, our bill cycle is quarterly, and we charge based on 4 weeks in a month. Ms. ***** cancelled as of 11/16 which means at that time, she had already received 3 pickups in the month of November. The refund that she received is accurate, 1 pick up in November and all of December. There are months where there are 5 weeks, we don't charge for an additional pick up. The refund amount is accurate and at there isn't anything else to be given at this time. We are sorry for any inconvenience this may have caused.  sincerely  County Waste & Recycling "

*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. ↩