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:01/30/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased this property on Nov 1, 2024 in a lawyers office. I was at no time informed there was a mandatory trash agency nor who the agency was. On Jan 27, 2025 I received an invoice I owed for Nov and Dec trash collection which no garbage was collected. House is vacant til March ******. I was informed by Aiken it was my responsibility to notify them I purchased the house and I was mandated since purchase of house to pay for collection. I offered to pay going forward now I know collection is mandatory but was informed after 3 attempts to talk to someone who knew anything that I still have to pay for no service. That I will continue to add to the bill even I do not use their service. I don't have a verbal nor written contract with them nor was I informed in front of legal counsel of this agreement.

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On 6/17/2024, I contacted Aiken Refuse to terminate trash services. The representative (who did not identify themselves) recorded my information down (I.e., date of termination and forwarding mailing address). Services were being cancelled due to the selling of the home. The representative further stated that the trash cans will be picked up within (2) weeks. Fast forward to closing on 9/20. The trash can a still have not been picked up. On/about 10/14/2024 I receive an invoice stating I owe for (2) billing cycles for $186.60. I contacted Aiken Refuse on 10/15/2024 to dispute the charges. A representative (who did not disclose her name) who was later identified as ***** said it was miscalculated and I would owe $93.30. ***** further stated that although I canceled trash with Aiken, I did not submit suspension with the local municipal/borough, which I was supposed to do. When I contacted Aiken on 6/17, the representative never disclosed such information. Further, ***** mentioned that I should have known that when I started services with Aiken. When I had trash services, I had ******** Hauling, who was later bought by Aiken Refuse. I did not receive any information regarding how to terminate services properly. Aiken Refuse also does not know who recorded my cancellation papers and they claim they did not have a forwarding address for me and had to look it up in county records. They sent me a bill that was over 4 months late (if I really had to pay) and also, they never picked up trash at my former property because it was canceled on their route. The only item that was not canceled was with the municipal for contract purposes, which again, Aiken failed to communicate that as the contractor. Aiken refuses to remove the charges and cooperate with me.Similar instances appear to have happened if you check on their ****** reviews..I did my due diligence and Aiken Refuse failed to communicate and have proper internal processes.

  Customer Answer

  Date: 10/16/2024

  
  ****** ***** <********************************>
  Attachments
  8:56 AM (4 minutes ago)
  to me
  
  Good morning 
  
  Attached is the invoice Aiken Refuse mailed to me, which was sent on/about 10/9/2024, that I forgot to upload to my complaint. 
  What is ****** out reads cancel/June 2024/moved/toter stays on property/waiting for new home owner
  
  Thank you for your assistance.

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 city recently changed to Aiken. I received my first correspondence from them the Week of October 2, 2024. This letter stated that I had a past due balance. I wrote and mailed them a check. I called them on October 8th and never got a call back. They didnt pick up my trash. I called them again and left a message. I finally received a call back on October 14, 2024. I explained that I never got an original bill and that I sent them a check around October 2. I asked how I can fix the issue now and they advised that I could pay with a credit card over the phone. I paid them with the credit card over the phone, and they will be getting a check at some point. They failed to pick up my trash again and refuse to come back and get it. They suggest that I spend more money to buy bags from the City. I have two weeks of trash in front of my house now. This company takes over an area and instead of assuming there will be issues with a transition they immediately suspend service. The customer service is horrible and Im not the only resident having issues with them!

• Initial Complaint

  Date:09/04/2024

  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.

  In march of this year I moved from the property of **** ***** *** *** **** ****** ** *****. I asked to cancel my trash service. My property was for sale and vacante. They charged me. Then they charged me again for the next three months. Yesterday I received another bill. I have called them and told them the property was sold. They still did not cancel the service. What they are doing is fraud. I didn't know trash service was forever and you can't ever cancel.

  Business Response

  Date: 09/10/2024

  Better Business Bureau Fax 403-933-1525 
  

  **** * ************ 
  

  September 6, 2024 
  

  I have enclosed the notes from this customers file. She has had services suspended numerous times for nonpayment. 
  We explained to customer that her location was under East Butler Contract terms. I have confirmed with the EB Boro that residents are required to pay for service 
  even if the house is vacant or customer is away for extended periods of time. 
  We explained that the property tax office still has her listed as the property owner. 
  She stated the house was sold. We suggested that she mail us a copy of the Bill of Sale or the disclosure page with new owner's information. 
  That was not done. Therefore, she is responsible for the charges. 
  I have also enclosed copies of her emails to us with regards to our staff. Our staff does not work from any homes. 
  Perhaps you can explain this in terms that she may understand. 
  

  Sincerely, 
  Beth A**** 
  Aiken Refuse, Inc. 
  

  
  

  Customer Answer

  Date: 09/10/2024

  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.
  
  I lived in east butler 7 years and have never been late on any payment. That is false. You mean when I cancelled my trash on the vacant property? Why would trash service be needed at an unoccupied home? Makes no sense.

   East butler boro is aware of this company doing this to a lot of people. They are not in agreement with a trash company making people pay when they do not require trash service. 

   Regards,

  
  *** ********

• Initial Complaint

  Date:07/30/2024

  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.

  ***** ******* *** ******* ***** ****** ***** ** ***** ************ ******************** Better Business Bureau On July 16 I called Aiken Refuse to inquire about a roll off dumpster to be delivered to my home located at *** ******* ***** ** ****** ***** ** ******  I was having an old swimming pool demolished and removed on Tuesday July 16th and was requesting they deliver the roll off on Wednesday July 17th. It was delivered with no problem. The rental policy through Aiken was for a 14-day rental and for me to call when the roll off was ready for pick up. These are the terms that we agreed to. I payed them $608 for the 14-day rental using my Mastercard by Marcus and was not given a receipt. The complaint is that on Friday July 26 around noon they came unannounced and took the roll off 6 days too soon. I work during the week and was planning on loading the remainder of my stuff over the weekend of 7-26-24 through the remaining days of the agreed upon rental and calling them for removal. To resolve this problem, I left several messages on Monday 7-29-2024 with their office. I was told that Aiken had a driver deliver a roll off a street over and the driver noticed that the one in my yard. The driver decided at this time to take it upon himself to load up my dumpster and remove it. A representative from Aiken told me what fuel costs to run their trucks and the decision was made to save them money and violated our agreed upon terms. I requested from Aiken to be reimbursed for 6 days of my bill for roughly $260 or they provide me with a small roll off to complete my job for 6 days at no cost to me. THIS IS ONLY FAIR! A lady representative from Aiken told me that they would do nothing to rectify my situation. This morning of July 30th I have filed a complaint with Mastercard reporting Aiken Refuse for consumer fraud and they will be putting a temporary credit for the payment I made to them. ***** ******* ********* 

  Business Response

  Date: 07/30/2024

  *** ******* did order a rolloff to be delivered asap.   We delivered as he demanded he needed asap as he had people to load it.   His credit card was charged for the disposal and roll-off.

    Receipts are automatically mailed from our software.  It comes from GATEWAY.  I'm sure if he looked in his spam folder he would discover it. The majority of the cost is for disposal, labor and fuel.   On the final phone call I explained all of that.   I also explained that the box was full, articles were actually hanging over the top and sides.   That is unacceptable as per our guidelines that are verbally read to customer on  each order,   and  was removed. ** ******* said the back portion of the box was empty and he had more material to dispose of.

  .  When I explained that it didn't appear that way, he stated "well I hired two mexicans to load the stuff and they didn't use the entire box."   I am sorry Mr. Haggart doesn't understand but we cannot accommodate his request.  

  Beth A****

   

  Customer Answer

  Date: 07/31/2024

  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 have included a photo that I took the night before they removed the dumpster.  I had planned on finishing my loading over the weekend.  I was not given the opportunity to make sure the dumpster was loaded correctly to their stipulations.  I was told by Aikens that the dumpster was 600 pounds short of being overloaded so it was not excessively overloaded.  The price of dumping and fuel is irrelevant to this situation.  We agreed on a 14 day rental and they violated the terms of this transaction.  Dont try to blame me for loading it incorrectly when I was planning on moving items to places that it would be to their standards and not given the chance because they violated the terms of the agreement. They came unannounced and removed the dumpster/rolloff.  This could be construed as theft of services. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:08/12/2022

  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.

  I bought a house in New Castle, and Aiken Refuse made me pay for the prior owners time owning the house. The lady at Aiken claimed that this is the law from New Castle. I went to city hall and discussed with the lady at the front desk. She said there is no such law.

  Business Response

  Date: 08/15/2022

  New Castle has a municipal contract for trash removal.  It is set up that all home owners must participate whether the home is occupied or not.    In the case of a sale of a home, we are required to obtain a copy of the deed transfer and go by that date.

  This resident was given a written information that all residents received at the beginning of the contract.    I am forwarding a copy to the BBB also for your convenience and hopefully understanding these complaints.

   

  Thank you,

   

   

  Beth A****

   

   

  Customer Answer

  Date: 08/15/2022

  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.
  
  And the city of New Castle denies that the contract requires them to charge me for time that I did not own the house. I only owned the house from March 28 and on-they charged me for January, February and all of March. And they admitted that they billed the former owner as well. So they charged both the former owner and me for the January->March time period. That is fraud - they are trying to collect from both of us one time periods charges. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:07/12/2022

  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.

  On 6/27/22, per my tenant's request a dumpster was delivered to my property. The driver in his attempt to deliver the dumpster hit the brick retention wall bordering the property. The tenant told me that he and his wife contacted Aiken Refuse on that date and two (2) subsequent days that week. On 07/01/22, I learned of the incident. As it was a holiday weekend I waited until 7/5/22 to telephone Aiken Refuse. On 7/5/22, I was told that Aiken Refuse was aware of the incident, and someone would contact me. After not hearing from anyone from on 7/7/22, I called Aiken Refuse again. This time I asked for the owner's name and the insurance carrier's information. I was denied this information and was told the owners were very busy and would get to looking at the property when they get the time to do so. On 7/11/22, I called Aiken Refuse again. I was told that the driver acknowledged that he hit the wall and the owner had not reported to the office worker as to whether he had been to the property. I insisted that I be given an update. Later that day, the office worker called me and said that the owner reported to her that he had been to the property and talked to the tenant. I reiterated that I'm the property owner and communication needed to be directed to me. She said she had nothing else to add. On 7/11/22 I contacted the city of New Castel Waste Management office to assist in getting this matter resolved. I have not heard back from them. I sent an email to Aiken Refuse on 7/12/22 requesting insurance information. I have not heard back from them. My tenant's wife reported to me that a man, who did not identify himself, came to the property and initially denied that the driver did the damage. Upon being shown a video clip of the incident the man changed his "tune" and said that he had a friend that is a bricklayer, and that person would come by and look at damage.

  Business Response

  Date: 07/28/2022

  We have already been in contact with customer several time and are dealing with her directly.   Thank you,

   

   

  Customer Answer

  Date: 08/15/2022

  Date: Mon, Aug 15, 2022 at 2:34 PM
  Subject: c*** * ********
  To: [email protected] <[email protected]>
  
  
  Hi,
  
  I filed a complaint and your office received a reply from the business. I wanted to reply to the business’ reply but the Dispute Resolution Specialist never responded to my voice message or email. The matter is not resolved as the business has refused to provide their insurance information. I want to make sure that this is documented in the complaint.
  
  Please advise.
  
    ******** ******