Complaints

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:11/07/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 contacted Twin Bridges about 2 weeks ago in regards to a hydraulic spill caused by their garbage truck. The spill is in front of our driveway on a private drive. They came out and supposedly cleaned it. But they barely got the hydraulic stain out of the pavement. Our neighbor called about it, as we all maintain this drive and Twin Bridges supervisor was very nasty to him. basically telling him he was not their customer and to clean it with a power washer. We do not have one and neither do they. We would like the spill cleaned properly and not noticeable.

  Business Response

  Date: 11/18/2024

  We apologize for the spill near your house.  This was non hazardous biodegradable hydraulic fluid.  We came out to clean it the same day it was spilled. There was no damage and any staining will go away in time.  We apologize for the hassle. Thank you

  Customer Answer

  Date: 11/18/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  It has been several weeks now.  The stain has not faded.  They really did nothing to clean it.  It is still very apparent.  The residents that live on our private drive all pitched in to pay for the black top this summer to improve the appearance and seal the drive.  They are not happy with what happened and the existing stain.  I'd like them to have someone come out and have it thoroughly cleaned and the stain removed.  Regards, **** ***********

• Initial Complaint

  Date:02/20/2023

  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.

  I cancelled Twin Bridges Waste garbage removal effective 3/1/23. On 2/20/23 they removed my garbage cans and would not return them for next weeks pick up. They told my to just leave garbage out on road until they come pick up on next scheduled date which would be 2/26/23. I was told by manager that garbage cans were not mine, i just paying for the service only, so cans are not needed. This is in violation of city ordinance and possible NYS DEC. I would also, not be able to recycle properly per NYS law, do to that fact that nothing can be left in plastic bags for recycling. It also, causes a safety issue with all the wild animals in the area around our house(especially bears and coyotes) with open rotten food laying around. This garbage will not be left in my house to smell for a week until garbage day either also, due to health concerns

  Business Response

  Date: 02/21/2023

  We spoke with Mr. ******** and explained the containers are not a requirement but we did deliver another set to him already today.

  Customer Answer

  Date: 02/22/2023

  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.   Regards,  ******* ********

• Initial Complaint

  Date:10/03/2022

  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 diminished my service by going to the smallest containers and was told my price would $22 and change, but they sent me a bill for $28 and change. Mind you, I was paying $27 with taxes for the bigger bins. Thus, when I called they indicated that the price went up, but they never notified me of this price increase. Also, I called today to request the total owed and was told $30 and change and the representative threatened me by saying, “we have your address”. After not being moved by her comment and continued to contend that it was more than their billing statement of $28 and change, she dropped the amount to $28.08. Please investigate this company to see how many people are being taken advantaged of. Thank you. This is poor business practice and it needs to change. Moreover, their representatives need to be retrained. Who makes such a threat to a customer. I can surely bring this matter to the police. Anyway, I want to know why I was not notified of the increase in advance and want a refund of the difference initially charged. Thank you.

  Business Response

  Date: 10/12/2022

  In August 2022 Ms* *********** was paying $25 per month plus tax.  She called and requested smaller containers and we agreed to the change at a new rate of $21 per month plus tax.  In September we had a company wide increase in pricing and her monthly payment went to $28 per month plus tax.  We notified her via text as shown in the attached screenshot.
  She called at the end of September regarding the increase and requested we adjust her rate back to $21.  We advised her that due to rising costs we could not do that, but we offered $23 per month plus tax.  She stated that $23 per month was fine but she would not pay the tax.  We agreed to close her account and remove our containers the following Monday.
  She called again Monday morning asking why we had not removed her containers.  We let her know that a different truck picks up the containers not the garbage truck and that we would get them that day.  She asked if we had her address and the representative said yes and confirmed with her.  Since she had not provided it on the phone call the representative had pulled up the account by her phone number.  At no point could this be construed as threatening.
  She then asked what her final balance was and was told $30.24($28 plus tax for September).  Ms* *********** then argued that she had received a bill for $28.08 which is incorrect but we offered to credit the few dollars as a courtesy.

• Initial Complaint

  Date:09/16/2022

  Type:Product 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.

  In June of 2021 a Twin Bridges Representative was going door to order offering a special to change recycling carriers. The offer was six months free service then a monthly rate of $26.00 with no added taxes or fees for 36 months. The six months went fine but the first bill was $26.00 plus $1.82 sale tax for a total of $27.82. I e-mailed customer service and after some back and forth the final reply was " I do apologize for what the representative has told you. Unfortunately there will be sales tax added to the monthly rate " I decided to change providers based solely on the guarantee of the Sales representative so I don't see what saying they are sorry for what is said is adequate since they seem to be admitting he wasn't telling the truth? Now the September bill comes in and the monthly rate is $33.00 plus sales tax of $2.31 for a total of $35.31. This is more than I was paying to the previous provider! The Sales Rep assured us the monthly rate of $26.00 (with no added taxes or fees ) was good for 36 months. Based on the misrepresentation of the Sales Rep /Agent of Twin Bridges the monthly rate should remain at $26.00 . The alternative would be to Void the contract at no charge to me and pick up their containers. I had been with the previous carrier for many years with no real problems and the only reason I changed was due to promised savings we would get.

  Customer Answer

  Date: 10/21/2022

  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 was contacted by Twin Bridges regarding my complaint and we were able to come to an agreement to resolve the situation.  Regards,  ******* ***** 

• Initial Complaint

  Date:08/31/2022

  Type:Product 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.

  Hello, I want to file a complaint against 'Twin Bridges Recycling' in Halfmoon NY. Twin Bridges recently bought out another company called '********* ***** *********' that I was an existing customer of. In December of last year (2021) I signed a contract with ********* ***** ********* to pickup my trash for $24 a month for 3 years. Twin bridges is now telling me that they are raising my rate $7 which is 30%, when I am not even 1 full year into my 3 year contract. They should be honoring the contracts of the customers of the business they bought out. I think this is wrong as I have a signed a contract guaranteeing me a specific rate for a specific period of time and they are breaching it. I called Twin bridges and the person on the phone told me that nowhere in my contract does it say that the price will not increase. This is incorrect and wrong. I have attached my contract for you to review, it is very clear that I am supposed to be locked into the $24 rate for 3 years. I don't understand why this company has an A+ BBB rating when they are treating customers like this. Please let me know if you can assist me with this issue. Thank you, 

  Business Response

  Date: 09/01/2022

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

  We have received your complaint and reviewed your account. As you mentioned, Twin Bridges Waste and Recycling did acquire ********* ********. ********* ******** did not have any "Assignment Clause" in their contracts. An Assignment Clause would have outlined that, in the event that ********* ******** was acquired, the purchasing company would be subject to the terms of the contract. As such, the contract you're referring to is not enforceable by Twin Bridges. Under the same logic, we cannot hold you to those cancellation fees and charges that are outlined on this ********* ******** contract. In summary, this is not a valid and enforceable contract with Twin Bridges; we're not subject to these terms and you are not subject to these cancellation charges. That being said, we would love the opportunity to earn your business. As a local business, this price increase was out of our control. The current economic situation we're all facing has caused our prices to skyrocket (fuel, insurance, parts/repairs, labor, etc). As a local company, this price increase was a necessity in order for us to continue servicing our communities.