ComplaintsforJ.P. Mascaro & Sons
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have had SO many problems with this company. I have had to call numerous times for missed pick-ups of trash and recycling. I call, they say I will let the supervisor know and promise to come get it. Sometimes they get it, sometimes my recycling is sitting out there for 2 weeks until the next pick-up, because they never come. They never apologize when I call, sometimes they act defensive, and obviously nothing gets resolved. I am beyond frustrated. I strongly recommend using a different company if you can. Our township contracts with this company so this is my option.Customer response
09/18/2023
I received a letter from you about a complaint I had filed - **********. A supervisor from JD Mascaro came by and spoke to me about the situation so it has been resolved. Thanks for your help.******* *******Business response
09/19/2023
September 19, 2023
Dear *** *******:
In response to your letter dated September 10, 2023, please let this serve as my request that the above-referenced Complaint be re-opened.
The contract under which we service *** ******* is a municipal contract with the Borough of ****** ******. Under that contract, recyclables are picked up every other week. Apparently, *** ******* was under the mistaken impression that recyclables were to be picked up every week. As such, for the weeks that recyclables were not scheduled for pick up, if *** ******* placed her recyclables out, they would sit at the curb until the following week, at which time they were picked up on the correct pickup day. We received two phone calls this year from *** ******* regarding recycling pickups - one on June 20th and another on July 17th. Subsequent to the July 17th complaint, she was made aware of the collection days.
With regard to problems with trash pickup, we have received no calls or complaints from *** *******, so I'm not sure why she included trash pickup in her complaint.
You should also know that if you contacted the Borough, they would tell you that we have an excellent service record. In fact, earlier this year, Borough Council awarded a new five-year contract to our company (April 2024 through March 2029).
I hope you find this response satisfactory. If you require any further information, please do not hesitate to contact me.
Thank you for your consideration.
Very truly yours,Customer response
10/26/2023
Please disregard my last email that this has been resolved. Case ID ********. We have now had another missed pick-up since the supervisor stopped by our home, and he is not responding to voice mails. Please proceed with noting unresolved problems through Better Business Bureau.Thanks.******* *******Initial Complaint
04/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
1. Our service is supposed to include yard waste collection on Wednesdays, but it has been many months since they have picked up yard waste, even after I called customer service about the issue. 2. Our trash bin is broken, they said they will provide a new one when available, but it has been about a year and still no information about when a new bin will be available. In fact, we are still using the bin left by the previous resident who was also a JP customer; they never even gave us a bin associated with OUR account in the first place. Customer service was unable to address this in any way.Business response
05/16/2023
May 2, 2023
Dear *** *******:
In response to your letter dated April 21, 2023, and the accompanying Complaint of the above-captioned party, the service issues have been addressed and *** **** has received a trash container. I have no record of yard waste missed collections, but his address is on the alert list to ensure weekly yard waste collection.
I trust that *** **** is satisfied with our response/resolution.
Please call me with any questions.Thank you.
Very truly yours,Customer response
05/25/2023
I have reviewed the response made by the business in reference to complaint ID ********. We did receive a trash container, and the yard waste collection has been improved recently. This resolution is satisfactory to me.
Regards,
***********************Initial Complaint
11/04/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I live in Nanticoke PA and Mascaro is our garbage pick up I am disabled and so is my husband I am tired of going in the street and alley to get my garbage cans Can they please put them back where they found them I am also tired of driving around garbage cans around Nanticoke How hard is it to put them back where took them fromBusiness response
03/07/2023
February 17, 2023
Dear *** *******:
In response to your December 10, 2022 letter, our records do not show a customer listed in this name. Many of our contracts for municipal-wide collections are with the municipality. Since we do not bill the residents directly, we do not have their names or personal information. If I knew her address, I could look into it further.
I would note that our company has an excellent service record with our municipal customers. Where there is an occasional missed collection, we make the collection the very next day. We were awarded many new contracts from municipalities in the last 12 months and would not have received those contract awards if our service was not good.
If you provide additional information, I will look into the matter. Otherwise, I will assume that this response is acceptable.
Thank you.
Very truly yours,
Albert *. DInitial Complaint
01/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I live in a private community that uses this company for garbage removal they have not picked up my garbage in a few weeks I pay community dues which includes garbage removal they take the money but don't do the service this is wrong and something should be done.Business response
03/03/2022
Please note that **************** has not been a customer of Mascaro since our contract with ********************* ended in December. Any complaints **************** may have should be directed to his current waste services provider, and we don't know who that is. As such, we would appreciate your marking your file accordingly.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
14 total complaints in the last 3 years.
8 complaints closed in the last 12 months.