Complaints

• Initial Complaint

  11/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Monday I had reached out to Budget Dumpster through a chat on their website. I spoke to a salesperson named Adam. He gave me his direct number to call him. I set up to have a dumpster delivered the next day. He looked at my driveway from what I would imagine is Google maps. He told me I should be good to go. We have had other dumpsters in our driveway and all have fit. Tuesday came and by 3:00pm we still did not have a dumpster. I reached out to the sales person and he said they were unable to deliver because their truck was too big and the dumpster wouldn’t fit. I was never texted, emailed or left a message. A supervisor contacted me and said that they could bring a 15 cubic feet dumpster and put it on our street. I declined. The money for the dumpster was adjusted but then they charged me $150 because they came out and couldn’t deliver. I was never notified. I was never asked if I wanted the 20 on the street. I have reached out both yesterday and today to get my money back. They have informed me that it is not policy to give back. I am asking for that money returned.

  

  Business response

  11/15/2024

  We sincerely apologize for any communication shortcomings and resultant frustration. Our drivers may make on sight decisions in order to protect the safety of the property and our equipment. A standard fee is charged to cover the costs of the resources and fuel exhausted during this service attempt. We are sympathetic that this affected the project schedule and would like to rectify this for you. This fee will be refunded.

  Customer response

  11/15/2024

  [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

  11/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Rented a dumpster with 1 ton / 2000 lb weight limit for a 13 ft x 8 ft mobile home bathroom. They are trying to charge me with 1.55 weighr overage. There is NO WAY it was over 1 ton/2000 lbs. Let alone being 2.55 ton. Attached is their invoice AND a picture of the contents of the dumpster and a list of its contents WITH estimated weights of said contents. I responded to one of their emails with this picture and contents list with weight estimate. I CANNOT prevent anyone adding to the dumpsters contents once it leaves the property on the truck.

  

  Business response

  11/08/2024

  Our team has made several attempts to contact the customer to rectify their experience. This overage has not been charged and the invoice subsequently voided. We expect this resolves the customer's frustration. 
  
  

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a dumpster through Budget Dumpster LLC and experienced the worst customer service of my life. First off, they didn't even service me directly. They subcontracted ******+ to deliver and eventually pickup the dumpster I ordered through Budget Dumpster. Budget Dumpster essentially functioned like a drop shipper of dumpsters. If I would have known this up front, I would have gone directly to ******+ to begin with. Anyways, the dumpster was delivered July 29th and two days later it was filled and ready for pickup on July 31st. I immediately contacted them for pickup and they said that they were running significantly behind and would eventually come get it. The dumpster was used to discard the leftover wood scraps from a new home construction. However, here is where the disaster started. Budget Dumpster refused to pick the dumpster up. ***** from Budget Dumpster said they were running behind and couldn't pick it up till after August 12, 2024. Normally a dumpster sitting around wouldn't be a big problem for me. However, this was on a construction site sitting right where we were going to dig a septic field. I called Budget Dumpster begging for a pickup, but they refused. The septic contractor couldn't begin since the dumpster was sitting there, so he had to bump to a different project. This caused a scheduling nightmare and significantly delayed the entire project. The pickup delay caused another problem, we got a massive amount of excess rainfall from Hurricane Debby during that delay. This soaked all the wood inside the dumpster. While I was irate that the company refused to pick up the dumpster, they responded me by charging significantly extra for the added water weight inside the dumpster. On their website, Budget Dumpster makes a big deal out of their "Flat-Rate Pricing." Eventually, they picked up the dumpster and also doubled the cost to me. They didn’t follow their own terms of service and I find this unacceptable.

  

  Business response

  10/18/2024

  We sincerely apologize for the delay in the removal of the dumpster due to the hurricane and the subsequent problems this caused for the customer. As a measure of customer service, our team has issued a refund of this overage charge in hopes to offset additional costs for the customer. 

  Customer response

  10/18/2024

  [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

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I rented a dumpster from Budget Dumpster rentals back in the beginning of July, was charged around $450.. now 2 months later they charged my card another $192 and emailed me saying my dumpster was over weight.. when I rented my dumpster I told the guy all I was putting in it was shingles from my roof, the driver that picked it up even said I didn’t use all the space I should have.. I never got a phone call never heard anything from this company for 2 months then all of a sudden I am robbed of my money without authorization.. I would appreciate something being done about this.. I don’t think it is legal to just say 2 months after pick up that the dumpster was over weight and be charged especially when I got the biggest dumpster they had and I only have a single story modular home.. Think company did something extremely shady in this act..

  

  Business response

  09/17/2024

  We are truly sympathetic to hear this charge came as a surprise. It's important for us to ensure that our customers have a clear understanding of our service and pricing. As such, a manager has been in contact with the customer to address his concerns and we have issued a refund of this charge as a measure of customer service. 

  Customer response

  09/18/2024

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *****
  
  
  Emailed from consumer:
  
   As you can see they are not all on the same page and it has been like that from the start of this last Friday morning.. always someone different with a different response either by phone call or email..

   

  See below for the emails received by Budget Dumpster:

   

  ***** ******* ***** ************************** ***** **** *** *** **** ** ***** ** ******** ****** *** **********************
  
  
  Hi *****, 
  Thank you again for speaking with me on Friday! Just wanted to followup and share that the refund for the overage has been processed! 
  
  ******* *****
  
  Reputation Management Specialist 

  _________________________________________________

  ***** **** *** *** **** ** **** ** ******** *** ***** ****** ****** ******** **** *** ***** *** ******************** ********************** *** ************************ **************************
  
  
  Dear ***** *****:
  
  
  This is ******, a supervisor with Budget Dumpster. I left you a voicemail but I wanted to reach out via email as well in regards to your concerns about your overage charges.
  
  
  
  I apologize but I am unable to waive the cost of your overage charge. At the time of your order being placed it was advised that your dumpster had a weight limit of 1.5T, and that if you went over this weight limit it would cost 3 cents per additional pound. As the weight of your debris at the time of removal has been determined to be accurate I am unable to waive the cost of your overage charge as it is a valid charge.
  
  
  
  I apologize once again for any confusion you had when you spoke with Katelynn, but at this time we are unable to waive your valid overage charge.
  
  
  
  If you have any questions or concerns please do not hesitate to ask,
  
  
  Thank You,
  ****** *.

  

  Business response

  09/18/2024

  As previously stated, the customer has been refunded this valid overage as a measure of customer service. Since this charge has been refunded, we ask for this matter to be marked as resolved. 

  Customer response

  09/18/2024

  [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

  07/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I rented a dumpster from Budget dumpsters this July 2024, when I called and requested a dumpster it was an easy process as I have done business with them before! The customer service representative had asked me if I wanted to dumpster in a certain spot, I told her that if they could put it beside a pile in my back yard I would appreciate it! She said she would make note of it! When the dumpster was delivered the guy who had delivered it called my cell phone and asked if they could put it somewhere else that they couldn’t put it beside the pile as I understood since it’s rained for the past 5 days. My husband soon went over to said property to fill the dumpster realizing that they have destroyed our yard after multiple attempts to place a dumpster beside the pile! I do understand I was asked if I wanted them to place the dumpster in a specific spot but I didn’t expect them to make multiple attempts of doing just that after the first attempt and destroying my yard. I didn’t demand that the dumpster be placed in that spot or I didn’t want it! If a customer calls in wanting a dumpster and they have a requested spot then the rep should make them aware that if the area is feasible they will place the dumpster. They continuously went back and forth in my yard with it currently raining and budget dumpsters told me it wasn’t neglectful, and would not call me just email! No contract is asked to be signed and they don’t send emails out till after they have collected the money! Not one time did they ask if we wanted a credit on our account for the incident but just told us sorry it’s not our fault! Now as professionals they should have known better than to attempt to put a dumpster on a incline while it was raining! Per the excuse of the ground wasn’t feasible! Seems to be a reputable problem with this company and to make excuses for careless behaviors! Customer service should be top notch and making sure the customer is satisfied.

  

  Business response

  08/09/2024

  Our claims department has been in contact with the customer to work to reach an amicable resolution. This claim was denied as there was a reasonable expectation of lawn damage associated with the desired placement on the lawn. Based on the details of this claim, we are not going to make any repairs. Per our mutually agreed upon Terms of Service, we are not held accountable for any damage that is a result of the structural integrity of the placement instructions. While placement was followed as closely as possible as instructed, our team has issued a credit of $50 as a measure of good faith.

  Customer response

  08/09/2024

  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.
  
  It is understandable that they sent an agreement after the money was collected that they are not responsible for damages! Due to the fact that they contract out for dumpster delivery using local companies, the company who delivered knew it had rained and when a customer is asked if they have a specific place for the dumpster to be dropped but if it is not possible the dumpster will be placed elsewhere is acceptable also! Due to the fact that they destroyed my yard then attempted to put the dumpster somewhere else is the first sign of disrespect to customers, if there is any sign with reasonable cause that a dumpster can't be placed somewhere based off of knowledge driving a heady load vehicle the best decision should be made on whether to place the dumpster somewhere else and give the customer a call, which would only take 5 minutes to do so instead of spending 30 minutes destroying someone's yard and to say well it's not our problem here's $50! It's not about the money but about having respect for people's property and using your knowledge to do what's best in that situation and if the person driving such a heavy load doesn't have that knowledge I'm sure they could finder another job with much less knowledge needed! I don't accept the response as the company decides to make a statement as we gave the customer $50. Better training for your employees and damages not to happen to others property based on ignorance, and a signed contract before paying in full would be a excellent start to having better reviews as this company has had multiple complaints on BBB.
  
  Regards,
  
  ***** ******
  
  
  
  
   

  

  Business response

  08/13/2024

  We have reviewed this complaint internally in an effort to improve onsite communication. Placement was confirmed at the time of the order and the container was placed as instructed, negating the need for a call to verify. Per our mutually agreed upon Terms of Service, we are not held accountable for any damage that is a result of the placement instructions. With any lawn placement, some damage is assumed and unavoidable for us or any dumpster company. The credit was issued to improve the overall customer experience and remains our final determination on the matter. 

  Customer response

  08/13/2024

  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 regards to the company and there regulations on the property damage, there was no contract signed or a signed agreement for the damages! Any information that was given about the company not being held liable for damages was sent after the money was paid via phone! Customers should be made aware of and should consent to the form prior to payment! If a dumpster can not be put in a certain location or if there is risks the company should attempt to contact the customer for different positioning, customers should be made aware during the time of placing the order that if the driver feels as tho it is not a good spot without damages being made they will place it in a different location!  The call was not made from the contracted company until after the damages were extremely bad. Via the contract that I received the email from budget dumpsters on July 23rd at 15:52 with the service agreement as I have reviewed it and the agreement states except for recklessness or intentional misconduct which the damages made to the yard were very reckless due to the fact the contracted company could see the back yard on a slight slope, knew it had rained for multiple days and a safe driver would know that wouldn’t be a spot to place a dumpster with out destroying the yard and doing so after multiple times! I do not assume full risk of the damages because the driver was reckless when placing the dumpster by doing it multiple times not just once! My services will no longer return or be referred to budget dumpster due to the issue at hand without taking any responsibility besides $50 when I paid almost $600 for the dumpster. 

  
  Regards,
  
  ***** ******
  
  
  
  
   

• Initial Complaint

  06/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was moving from my residence and wanted to dispose of things I didn't want to move. I ordered a dumpster to be delivered and dropped in a specific spot, next to my driveway. I had a very detailed conversation with the service rep. who was viewing a satalite image of my residence and assured me there would be no problem. When the dumpster was delivered it was dropped directly in front of my garage, obstructing access to items in the garage. I had a 16 ft. boat in the garage I was not able to get and was forced to leave behind. They didn't return my call for 3 days. I had only 2 days to complete the move. When they finally did return my call they made excuses and didn't correct the problem. The option they gave me was to take everything out of the dumpster and they would refund my fee. On top of that they picked up the dumpster 4 days late, causing additional problems.

  

  Business response

  07/03/2024

  Our team confirmed with our dispatch that the dumpster was placed as safely as possible as yard conditions were wet and muddy, which would run the risk of the dumpster and or truck getting stuck. This in turn could damage the property or result in the dumpster getting towed out and billed to the customer. Our team presented the customer with the options to leave the container empty and our dispatch would remove the container when conditions improved for a full refund, or a $75 credit. Additionally, our team confirmed with our dispatch that the container was removed 6/10 as scheduled by the customer. Ultimately, the container was placed in order to avoid any damages or additional fees; as the dumpster was kept on the property by the direction of the customer, and removed as scheduled, no additional credits will be applied. 
  
  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One day late on the first dumpster, causing issues with my project. I called to schedule removal when that was full and to order an additional dumpster. That was late two days with no communication causing further delay, and the next delivery is 4 days after. I had to cancel that and order with a more reliable company. Please do not work with this company, it's terrible. My driveway is damaged because they didn't place wood under the wheels of the dumpster, and of course, their "claims department" said it wasn't their fault and wouldn't do anything.

  

  Business response

  05/31/2024

  We apologize for any communication shortcomings during the customer's experience. Our team worked to provide updates from our dispatch and regret the delays from the holiday weekend affected the customer's schedule. This customer's experience has been extensively reviewed by our claims department who has been in communication with this customer. Budget Dumpster fulfilled the rental service as agreed to and followed the placement instructions. Ultimately, their property was unable to support the weight of the dumpster, truck and materials. Per our mutually agreed upon Terms of Service, we are not held accountable for any damage that is a result of the structural integrity of the placement instructions. The damage was unavoidable based on the instructions and would have resulted from any dumpster company providing service to this location based on the weight of the dumpsters.We do not supply boards but would have placed the container on them if they were provided and requested. 

  
  

• Initial Complaint

  05/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Budget dumpster charged me twice for items that I did not purchase/authorize. I have called the business 4 times to resolve the issue and the charges remain on my account. I have tried to dispute the charges with my credit card issuer but it is still not resolved.

  

  Business response

  05/21/2024

  We sincerely apologize for the error in the billing of these charges. The overage for $315 and $372.50 were refunded to the customer's card. Our team has called the customer to apologize and confirm that the refunds were processed. The customer has our team's contact information should he have any additional questions or concerns.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Contract for 7 day rental did not actually cover 7 full days. The language used online to describe the service and the legal stipulations used to define that 7 day contractual period as well as subsequent communications generate considerable ambiguity and opportunity to mislead customers. The dumpster was contracted for the 1st of the month contract but was not delivered until the end of the that day - that would have been considered day 0. Subsequently, the dumpster contract period ended on the 8th however because there is no way to ensure pick up the end of that day (vendor can only commit to a 2 day pick up window), it was picked up at 8am on the 7th day. In truth that meant the contract only covered 6 days rental. There is no real way for customers to control for this as scheduling for the day after the 7th day might result in an overage fee for having the container removed later than the contract period. My guess is that this allow the vendor to advertise a full 7 day rental but systematically increase cost efficiencies and/or incremental revenue from penalty fees on the back end. Ambiguity = profitability.

  

  Business response

  05/08/2024

  We do not appreciate the accusatory claims about our organization. This dumpster rental was fulfilled exactly as outlined on our website, in service agreements, and as communicated verbally to our customer. We take customer experience very seriously and work with our customers as generously as possible to meet their individualized schedules. During the course of a rental, our representatives are happy to adjust the customer's service dates to be earlier or later depending on the customer's needs. In the case of this rental, the dumpster was at the service address across eight calendar days. Unfortunately, we were not privy to the labor schedule of the team filling the dumpster. Therefore, this complaint comes as a surprise since the service was carried out as indicated by the customer. The customer scheduled the dumpster pickup for March 8th and we advised them the dumpster would be picked up between 6am-6pm. This is exactly what happened. Had there been a request for a later pickup date or time, our team would have been happy to accommodate. However, asking for a refund after the service was carried out as planned, is unable to be accommodated. 

  Customer response

  05/08/2024

  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 vendor did not address the issue reported. We contracted for a 7 day rental and received in truth only 6 full days of rental. We spoke directly with representatives to arrange the recovery of the dumpster but received conflicting instructions. It was notated that the dumpster should be picked on the following morning  - the 9th since the dumpster was delivered so late originally (outside of business hours) on the 1st. The short description of this issue is that the dumpster was delivered late and picked up much earlier than expected.

  
  These are the simple facts:

  
  1) The contract was understood to have been for a 7-day rental period

  
  2) No estimated/fixed delivery or pick-up times were provided or committed to

  
  3) The container was delivered on the first day of the contract period after 4:30pm and picked up on the 8th at 8am, limiting the effective use of the dumpster to 135 hours or a little less than 6 days (even if the delivery day was considered day 0 of the contract).
  

  
  4) The contract does not state clearly that pick-up and delivery times are inclusive of the 7 day rental period (i.e. delivery logistics can/will eat into the rental period)
  Had it been stated clearly that seven-day rental includes the delivery and pickup transportation time and that may limit the total rental time to less than seven days that would be fine.

  
  Alternately, the seven-day rental could have been calculated from the time of drop-off to the same time seven days later or the next available pick-up slot during business hours, that would also work.

  
  In this case, the contract, marketing messaging and live agent communications were ambiguous at best and conflicting at worst – one stated that pick up can only be arranged in advance of pick-up for a two-day window (no promise of the exact day), another stated that the request for pick-up could be made the same day as the rental period expiration. So if you calculated it incorrectly, you might end up paying for an extra day.
  

  
  Whatever the intent, the outcome was real confusion. From a quick read of the rest of the comments on this site a pattern of mis-aligned customer expectations regarding terms and conditions emerges.  The responses to these complaints also seem to be consistently defensive which suggests that there might be a little too much sensitivity to criticism or perceived legal liability concerns versus customer satisfaction or NPS.

  
  The irony is most of these complaints could be easily resolved through a recognition that misunderstandings are understandable and happen from time to time. Recognizing occasional service shortcomings and offering small remedies that validate and strengthen customer trust will not significantly affect the bottom-line but will endear more customers to you and could increase loyalty considerably – a one-time partial refund, a 10% discount code or credit for the next rental, a small donation to charity, or a video of the owner in a Speedo diving into a small pool of pudding for a dare (really don’t need to see the last one).   Evan a simple promise to take the feedback and try to do better in future would no doubt go a long way to humanize the company and improve retention and growth. Customer care does not need to be a zero sum game, done well it can actually be a brand differentiator and competitive advantage.
  

  
  Regards,
  
  ****** ******
  
  
  
  
   

  

  Business response

  05/10/2024

  in the order agreement supplied, it is clearly notated "Please note that your equipment can arrive ANYTIME throughout the day on the delivery date." Additionally, the customer omitted including that the service agreement details:  
  Your dumpster can arrive anytime during the day of the delivery date. Your delivery date is noted on the attached order confirmation.
  
  We cannot guarantee delivery times or dates
  
  The dumpster was not delivered late as stated by the customer himself, and the date of delivery does not count within the rental period. The dumpster was on site starting 4:30 on 5/1, and removed on 5/8 as scheduled by the customer. This fulfills the requirement for a 7 day rental. On the removal guidelines, that the customer also omitted providing, it states that "Our routes can begin very early in the morning and sometimes run all the way to the evening hours." Ultimately, there is no error within the customer's experience; the dumpster was delivered and removed as scheduled by the customer. We do not feel we will reach an amicable resolution via this process, and ask for this matter to be marked resolved.

  Customer response

  05/10/2024

  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.
  
  We stand by the statements made earlier. The dumpster was delivered after hours on the 1st and picked up, in spite of our specific request to live agent,  before the full 7 day rental period expired.

  If vendor had clearly indicated  the 7 day rental period includes delivery and recovery times which may limit the rental to 6 days actual use that would have been fine, but they do not make that attestation.

  The language used in messaging both digital media and live communications was ambiguous at best and potentially deceptive at worst.

  Defensiveness by a company is also never a good look, and it is clear from similar complaints posted to the BBB that the vendor prefers to remonstrate than to try to resolve. This will undoubtedly erode trust and undermine customer confidence in their services in future as more of these posts accumulate.
  

  
  
  Regards,
  
  ****** ******
  
  
  
  
   

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a dumpster from budget dumpster and asked for a month . was told they could only rent for 2 weeks and to change the pickup date online and it would not be charged extra budget dumpster shared 350.00 for 2 weeks and a overage charge of @68 dollars for extra weight I had plaster wood in dumpster and not near a ton 590 for dumpster 350 for 2 weeks time 68 for overage (no verification).

  

  Business response

  05/17/2024

  Our communication is clear to customers at the time of order and within the service agreement that customers are responsible for scheduling the pickup of their dumpster. This is notated via: 
  Remember to schedule the pickup. Please contact us using the information below before the last day of your service period to avoid late fees
  Late Fee: If you keep your dumpster longer than the specified service period, we charge for each additional day.
  The customer did not schedule their pickup until 14 days following the end of the rental period; the extension fee is valid. The customer's dumpster had a weight limit of 1 ton and weighed 1.34 tons upon removal. The overage reflects the additional weight beyond the pre-purchased tonnage, and our team has provided the weight ticket to the customer. 

*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. ↩