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:03/15/2024

  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 am the sole homeowner at my residence. For the past several years, I have had issues with my trash being picked up. I have had to call Valley Waste more than I would like to admit to get them to pick up my trash. I have, in multiple instances, gone two-three weeks without a trash pick up. I have one trash can, which should not be a problem because I live alone. My trash can is always in the same place, on the side walk in front of my house which is appropriately labeled with my address. This week my trash was not picked up on the scheduled day of the week, Wednesday. I call on Thursday and they say they will put in a work order. Friday, my trash can still being full, I call again and I am told that their notes say it was picked up and I can file a dispute. Dispute order is filed and they state they will be by later to pick it up. By Friday afternoon, garbage can still full, I call again to verify it will be picked up before the weekend. Customer service informs me that maybe someone will be by today, maybe someone will be by tomorrow. In her words: "I can not promise or guarantee that someone will be by to pick up your trash." V.W. has increased their service contract price every year. Their contract being that my trash would be picked up and removed weekly. They do not uphold their portion of the contract. I have previously requested to speak to a supervisor and I am either denied or sent to a voicemail and never contacted back. I have asked customer service for a partial refund for the weeks that my trash is not picked up and removed and have also been denied. Customer service has told me that because it gets picked up eventually they still fulfill their duties. Incorrect, I am paying for a weekly service; not a sporadic service. Additionally, they have broken my trashcan and have refused to even acknowledge fault. I live in an area with raccoons and other pests and I can not leave bags outside. I have had to clean up after raccoons because of trash piling up.

  Business Response

  Date: 03/26/2024

  ***** *** **** ****** ******** ****** ******* ******* ************ *** ** **** ******* ***** *** ********* *** ***** ********* *** ******** **** *** *******
  We have investigated Ms. ********’s claims.  We have a record of a missed pickup for 3/14/24 which Ms. ******** called in.  Our staff made a work order, and it was mistakenly dated for 3/16/24 instead of 3/15/24.  We completed that work order and picked up her trash on 3/16/24.   Prior to this incident the last time there was a reported miss for her address was on 11/24/22.  Additionally, Ms. ******** never reported a broken trash can to our customer service during any conversation.  I will have a supervisor investigate.  If we are responsible, we will replace the can.  I will also have a supervisor monitor this location so that there aren’t any future occurrences on our behalf.
  
  We document all phone calls, work orders and complaints in our system and I feel this complaint is unjustified.
  
  As far as Valley Waste is concerned all of Ms. ********’s complaints and misunderstandings are corrected and there should be no issues moving forward with his service.
  
  Joseph M*********
  General Manager
  ****** ***** ******** ****

  Business Response

  Date: 04/29/2024

  In response to Ms. ********’s follow up claim regarding her trash can.   We have purchased ($52.99) and delivered a new can matching her damaged one.  We purchased and delivered the can on 4/24/24.
  
  This now satisfies all of Ms. ********’s complaints, but we will continue to monitor her service via the route supervisor on a weekly basis.
  
  Thank you,
  
  Joseph M*********
  General Manager
  Valley Waste Service, Inc.

  Customer Answer

  Date: 05/02/2024

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  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:06/21/2023

  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.

  Starting a few years ago Valley waist has been missing my pickup regularly. I call to complain the following day because they are open during my work hours and it takes several days to come back and pick up. They charge three months in advance for services. In January I received a bill which I paid in February. I received a late charge of 10$. I called to let them know I would not be paying that fee since their bills have no due date. Since then they have charged me a late fee of an additional 10$ each month that I do not pay that initial 10$. 2 weeks ago they did not collect my recycling. I called the township to complain. They said they would reach out and have them call me. That has not happened. I called valley waist to see what the issue is. I was told my service is suspended because of the built up 10$ late fees. They have no records of any of my calls. I have continued to pay my regular service fee but the late fee is now about 70$ as it has built up each month. Now that I am suspended they still want me to pay for regular services. When they are not collecting at my house. I have no other option because they are contracted by the township. I do not get to ask for a credit when they miss my home yet they are incapable of doing their job. When I complain they state they are short handed. That should not be my problem as they bid the job with hopewell twp.

  Business Response

  Date: 07/07/2023

  We have investigated Mr. *****'s claims. We have no record of his phone calls in our system. All phone calls are documented, and every phone call is recorded and logged every day. There is a record of one phone call on September 30, 2021, for missed recycling for which we did a work order and picked up. 
  We will credit Mr. ***** for a few (not all) of the finance charges. Credit will be given for the statements that did not provide a due date. There were a few mistakes printing some invoices where this was an issue. However, on the past due invoices that are sent it clearly states at the bottom of the invoice that all past due invoices are due upon receipt. 
  As far as Valley Waste is concerned all of Mr. *****'s complaints and misunderstandings are corrected and there should be no issues moving forward with his service.

  Joseph M********* 
  General Manager 
  

  
  

  
  

  Customer Answer

  Date: 07/07/2023

  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.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:02/08/2023

  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 called Valley Waste on 1/23/23 and informed them I had some bulk items I would like disposed of. Informed them it was mattress, box frame, headboard, and dresser. The woman I spoke to said the mattress needed wrapped in plastic which I did. She then told me the next bulk pickup I had was the first pickup in February. I asked to confirm 1/1/23 then and she informed me it would be 1/8/23 for some reason. I said okay though and did as she instructed. I placed the items out and valley waste did not take them. I called to ask why and they told me it was last week like I had asked before but told me they don’t know why someone would tell me otherwise. Then continued to tell me it’s only one item a month and that I have to call no more than 24 hours before pickup. I was not instructed on these other guidelines. I asked if at least one item could be picked up since I was given false info and they told me they would only take something for a charge. I’ve had a number of issues with valley waste such as not picking up at all for the week or picking up 1, 2, or 3 days late. Being overcharged with fees that did not make sense and terrible customer service. I just want my trash picked up on time and for them to do as they say and not keeping changing things as they need to makeup for their errors. I know many others in my neighborhood have had issues with them but they have a contract with the township and there’s nothing we can do. I hope the BBB can help us and keep valley waste professional. Thank you

  Business Response

  Date: 04/28/2023

  We have done everything we can to try to satisfy Mr. **********. We have no record of his phone call on 1/23/23. Every phone call is recorded and logged every day. Our first phone call from Mr. ********** was on 2/8/23. On this call he asked why all of his bulk items were not picked up. He was informed that per the contract with Hopewell township we were permitted to pick up ONE bulk item from his address per month. This pickup is the first week of every month on his normal pickup day which would've been 2/1/23. Every resident in Hopewell received Guidelines and schedules regarding their recycling and bulk item pickups. We sent him a second copy and made arrangements to have his bulk picked up. Mr. ********** was also issued a credit of one week in December 2021 due to him claiming he was missed consistently. This was also corrected at that time with the Route Supervisor. 

  As far as Valley Waste is concerned all of Mr. **********'s complaints and misunderstandings are corrected and there should be no issues moving forward with his service. 
  

  Joseph M*********

  General Manager 

  Valley Waste Service, Inc. 

  Customer Answer

  Date: 04/28/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while at this time I see no further action on my end, I do hope that valley waste continues to provide the services they are paid to fulfill at the times they have agreed to. While I assume it was valley waste who picked up my bulk trash, I am disappointed that it took the threat of a call to the BBB for them to fulfill their obligations  I hope for a more professional and healthy relationship moving forward.

  
  Regards,
  
  Orlando Sciarretti

• Initial Complaint

  Date:12/13/2022

  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.

  The company is a trash service business that I pay to have my trash picked up. It is supposed to be weekly but turns into monthly which causes garbage to pile up and waste to get littered through the streets. I have left messages with them and have not been called back.

  Business Response

  Date: 07/17/2024

  Dear *** ******, 
  

  In response to *** ****** claim regarding service issues. After looking through our records, *** **** was missed one time on 12/9/22. This was a backup driver and due to *** ****s location, the driver did not notice his cans. Customer reached out after business hours on 12/13/22. We made a work order on 12/14/22 to make sure to pick up and take all extras on 12/16/22. We notified the customer of this, and he decided to sign up for our cart service. Our cart has our name and phone number on it, which makes it distinguishable to our employees. There have been no issues with *** ****** service since this time. 
  

  I feel *** ****** complaint has been satisfied. 
  

  Thank you, 
  

  Joe M********* 
  General Manager 
  Valley Waste Service Inc
  

  
  

• Initial Complaint

  Date:06/14/2022

  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.

  My complaint is about their garbage pick up. In the past 6 months there have been several calls made (phone records indicate 7 phone calls on my part and 3 from my daughter) notations we're supposed to be made with every phone call. Sadly I was lied to more than once stating that notation was made . When I called 6-8-22 was told AGAIN a notation was put on. Low and behold garbage was not picked up this garbage day. I put my can to the curb every week. And when they don't pick it up , the next morning I have to clean up garbage the stray cats and other animals have ripped apart. Do they want to come to my house and clean this up at 5:30 in the morning? I have video proof that they pass my house more than once. Neighbors across the street get theirs picked up. You can see my can from neighbors can. This has been going on long enough. It has happened more in the 4 years since service has started. I call, get lied to, every time and it happens again and again.

  Business Response

  Date: 07/17/2024

  Dear *** ******, 
  

  In response to *** ******* claim regarding her service issues. Looking back at this timeline during the first two weeks of June 2022, we had a replacement driver backing up in Ellwood City during the permanent driver's vacation. This is in no way an excuse, just the fact that some things did get missed during this time. We had Supervisors and others help out dealing with 
  missed pickups. Since this time, we have a backup trained and there haven't been any issues from this address since this complaint. 
  

  I feel this now satisfies *** ******* complaint. 
  

  Thank you, 
   
  Joe M********* 
  General Manager 
  Valley Waste Service Inc. 
  

  
  

  
  

  Customer Answer

  Date: 07/23/2024

  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.
  For reference to this, it was well over a year and a half to get this response AND the issue is still happening. Might not be every trash day but at least once a month.

  Unfortunately,not permitted to go elsewhere so it'll have to be ignored like they have been doing.
   
  Regards,
  
  ******** *****

  Business Response

  Date: 07/24/2024

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

  In regards to your reply, I am respectfully disputing your version of events.  The last phone call and note in our system from *** ***** **** ******* ***** ** ***** are as follows:  The phone call and note in our system is from leaving extra bags outside of the cart that were not yellow (purchased).  We left them, the driver took a picture and it is loaded into our system with a note to document.  The last work orders were completed on 6/15/22 (original complaint) and on 6/22/22 as a reminder to the driver to not miss which was also completed.  I have a Route Supervisor that is in Ellwood City every day monitoring the routes.  I recommend that if there is any issue at *** ******* address for her to please call us immediately.  We can't correct issues if we do not know about them.  In regards to this address, we've monitored since my initial response and there hasn't been a problem.  

  Thank you for your time,

  Joe M*********

  Valley Waste Service

  Customer Answer

  Date: 07/24/2024

  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.
  
  I would like to see the picture of this claim to make sure it is the correct house. (Which it was confused with ***** in the past.)Also was it garbage or recycling day? Further more, why has it taken OVER 2 years since this dispute started. So the number of times that I called obviously isn't on the account either. Because I called MULTIPLE times regarding the same issue. Thankfully I no longer have to deal this service. 

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

  Business Response

  Date: 07/24/2024

  *** *****,

  The picture is attached to this response is from 6/20/2023 at 10:40AM EST which is the last note/call/info in the account.  The cart number in the picture is the same as what is registered in our system for *** ***** ***.   I apologize for the delay in the response.  I regret not being able to respond and handle the original complaint in a timely manner.  The previous General Manager retired in June of 2022 and I took over July 1, 2022.  Yours was one of a few complaints that was not sent to our location. So when I found out and reached out to the BBB, they notified me of the unanswered complaints and sent them to me and updated their contact info. I then went back through our system and viewed the notes, calls and pictures and responded to each claim, albeit extremely late.   I can assure you from the time that I received the first complaint to now through the future that my Supervisor is spot checking this address every pickup day.

  I apologize for your bad experience, but I can assure you I'm working daily to improve all facets of our business, including customer service.  

  Thank you for your time,

  Joe M*********

   

   

  Customer Answer

  Date: 07/25/2024

  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 dates that I am discussing are from 2021 and 2022 NOT 2023. I was no longer living there at this date.

  So that picture isn't the date of the original complaints . 

  At this time there is nothing else that can be done since I no longer reside there.

  Had this been dealt with at the time not years later it would make sense to continue to discuss this. But it no longer matters. 
  
  Regards,
  
  ******** *****