ComplaintsforWhitetail Disposal Incorporated

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a trademark can that went missing a while back during a storm.I called whitetail and let them know.Said they would drop off a can but never did.In the meantime I have been using my own can.Trash does not get picked up sometimes because it is not a White tail can.I always put it out along with the old trade mark recycle can Last week they got the recycling but not the trash.I called and got same response they will send a recovery truck out but never did Am now waiting for a whitetail can but it hasn't come yet.It didn't before either If and when I do get a new can I don't think I should have to pay the 89$ for it or what they charge since we paid for the trademark can years ago.I didn't find that can after the storm so I am guessing whoever found it is using it.

  Business response

  08/17/2023

  Whitetail Disposal does our best to respond to all customer concerns and resolve the underlying issues as quickly as possible. After a recent phone call with our team, an order was placed in for a Whitetail trash container to be delivered at no extra charge. We are actively working on having this done as quickly as possible. Our team will also follow up to confirm completion. 

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Terminated Service since selling house in May 2023 and have a refund of $48.00 due that has not been sent as requested since May. Have called company many times since May 2023 and told that a manager would get back to me but never has returned phone call. Service was terminated due to my mother passing away and the house was sold. I am the son and Co-Executor of estate trying to get refund for her estate beneficiaries.

  Business response

  07/31/2023

  ****************, we are very sorry for your loss. Unfortunately refunds, particularly when they are issued via check, can take some time to be fully executed and received in the mail. As requested, a member of our management team will be reaching out shortly to assist further. 

  Customer response

  08/02/2023

  [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

  07/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Whitetail Disposal in March 0f 2023. We agreed that my service would begin April 6, 2023, as my other service was ending March 31, 2023. I was told that trash cans would be delivered at least 2 weeks before service was to start.Well the cans never were delivered. When I contacted Whitetail, and spoke to ********, she told me they were out of cans and it would be at least 2 to 3 weeks befote they could supply them, even that was uncertqin. I asked if I could put mey trash out in trash bags for pick up until the cans arrived They said no . I had to use another trash company. In the mean time, I contacted my credit card company and filed a dispute. **** agreed with me and refunded my $87.00. Now Whitetail is dunning  me for the $87.00. I spoke with ****** on 7/10/23 and she had no answers. She said she would have a Lead Supervisor call me,That did not happen****** said they b wanted a copy of my crredit card statement, which I refuse to give them.I do not feel they have a right to my personal information. **** did advise them of the charge back. That should be that.

  Business response

  07/19/2023

  We are very sorry for any confusion. At the time of the account cancellation on 4/10/2023, the customer service team member who assisted in closing the account has placed on a refund request for $87.00. This was approved by management and issued 5/15/2023/ The credit card chargeback was then completed 6/5/2023. As we had already issued a refund for the start-up amount as previously agreed, when the chargeback hit it had provided a second $87 credit. One payment had been returned twice, first via refund by Whitetail Disposal and second by the credit card company. The initial refund of $87 is due back to Whitetail Disposal based on this. There will continue to be an $87 charge on the account until this has been rectified. 

   

  Customer response

  08/10/2023

  IfWhitetail had refunded my money or responded to my phone calls, this would never gave occurred.  Secondly, in my more than one hour trying to straighten this out with ****, they admitted to a double charge back and said they had corrected it with Whitetail’s  bank on 6/27!!

  Lauren from Whitetail has never responded to my many phone calls, or this would have been resolved months ago.  I also think since the double charge back came from ****, that Whitetail should have been dealing with ****!!, 

  Until someone from Whitetail, who has authority (******) communicates with me by phone I do not see the possibility of this being rectified! 

  Thank you for your help

  ***** ******
  
  

  Sent from my ******

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May, 2022 a Whitetail Disposal sales Rep came to the door trying to sell switching to their company. Which I agreed to because of the 96 gallon cans and just under 100 dollars every 3 months for garbage, and recycling. They dropped the cans off within 2 weeks. But after over a month they hadn't picked it up yet. Then I called and they sent they aren't doing our area. After 5 months they still didn't reimburse the money. Then I called once again in December and they said they were servicing our area again. So I said if they come get the garbage they can't put the initial money towards this time. Which then it went okay till June 2023. Now they just left a message saying they aren't doing our area again. I couldn't get back with my original company without paying double what I originally paid because I was no longer grandfathered in. They should be warned about. It should be illegal really.

  Business response

  06/28/2023

  ****, we are very sorry for these issues. Unfortunately due to the road conditions, it has been determined that there is too great of a safety risk to continue servicing. We are providing a refund for the upcoming quarter of service that was paid for; we do need to ensure the cans are removed prior to the processing of this refund. 

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since April 26, 2023 I have been putting up to the permitted (according to Whitetail's website) 3 lawn bags out with my trash. The bags are not heavy and are untied as per Whitetail's request. Their driver continuously collects the trash from the cans using the mechanical arm on his truck but refuses to get out of the truck to pick up the bag(s). I have seen him do this on 2 occasions. I called Whitetail on 4/26/23 (2:45pm), 5/4/23 (8:10am), 5/10/23 (2:53pm), 5/24/23 (1:30pm) and 5/25/23 (2:28pm). During each call I explained the situation and was told they would send another driver out 2 days later to collect the bag(s). On 5/24/23 I spoke with who agreed "this needs to be escalated to a supervisor, and one of the 3 of them will call you". I called again on 5/25/23 as I had not heard from anyone and was told by ******* "you are on the list for them to call". As of today (5/31) no one has called me yet from Whitetail. This clearly is an issue with the driver because other Whitetail clients I know that live in nearby neighborhoods never have this issue. In addition to the monthly Whitetail charge, they also charge a "fuel surcharge" that would be less if a second driver didn't have to come to my property every week to collect the ignored trash. All I want is for this driver to do his job and collect ALL of my trash. I have better things to do with my time than placing a call to Whitetail literally every Tues/Wed for uncollected trash that I pay to have collected.

  Business response

  06/01/2023

  We are very sorry to hear that you have been experiencing these issues. Our customer service manager has been in contact and is actively working on resolving this issue for you. We will continue to remain in touch to ensure this has been resolved. 

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 3rd, a Whitetail trash truck hit and destroyed my sons basketball net that he received as a Christmas gift and he uses everyday. I wouldn’t have known how it happened if it wasn’t for my surveillance camera. The driver of the truck hit my sons net at the bottom of my driveway and dragged it to in front of my neighbors property, got out took it off the truck, left it there where he stopped and got back into the truck and drove off. I called and filed a damage control ticket and was asked to send the video of the incident and someone would contact me. Three weeks later and many unanswered inquiries, I finally got a return call on May 24 at 3:07pm from a customer service rep who told me that her and the supervisor reviewed the tape and saw the destruction and asked what I wanted for the damage. I told her that I just want his net replaced. She asked what kind it was and I gave her the name (******** 52” portable basketball hoop), she ******* it and told me that it’s too much money and the supervisor said he would pay $200 for it. I looked and there was nothing comparable on the market to replace it for $200. She said unfortunately they’re not willing to replace it for the same item they destroyed because that’s just “too much for a basketball net (it is now on sale for $450 which is less than what it was bought for). The customer service rep also gave me unsolicited parental advice and said that she “wouldn’t allow her kids to play basketball in the street”. I informed her that my sons are 12 and 13 and play responsibly at the bottom of my driveway on the cul de sac where we live within the development we live in. My sons waited a long time for that basketball net and are now without one due to their destruction they won’t take responsibility for.

  Business response

  06/02/2023

  Whitetail Disposal has spoken to this customer and fully resolved this concern. We very much do apologize about any difficulty you may have experienced and thank you very much for helping us to resolve this issue. 

• Initial Complaint

  05/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my trash service in November 2022 to be effective at the start of the next quarter that was set to begin on 12/1/22. My account had already been charged on 11/2 for $96.00 so I had asked if I should just set the cancellation to begin after the next quarter had ended. I was told it was no problem and they would just refund me. I reached out on 11/29 because I had not received my refund and know it usually takes a few days, but at this point it had been a few weeks. I received a response stating that the refund would be issued 6-10 weeks after they come to pick up the bins - and they provided no information on when that would be. Although I was annoyed that I was not given that information prior (and it would have just made sense to keep the service running through the quarter like I initially offered to do) there was nothing I could do at that point but wait. The bins were finally picked up around Christmas so I assumed that worst case scenario I would receive the refund in mid-March as that would be 10 weeks from the pickup. When that time came I called in and they said that the refund was processing. I waited a few more weeks and called again, I was told that they would check with the department that does refunds and get back to me. No one called me back so I sent a follow up email. On April 28 I received a response stating that the refund was approved on 1/11/23, and that they reached out to accounting again for an update and would get back to me. Once again I received no response so I sent a follow up on May 5th with no response, called again on May 9th with no call back again as promised, sent another folllow on May 17th, and called again on May 22nd - again being told they would call me back with info. It is now May 25th, more than 6 months since cancelling my service and I still do not have the refund that I was promised. I have attached one of the email chains showing some of this correspondence.

  Business response

  05/31/2023

  Typically, Whitetail Disposal does not offer refunds upon cancellation of service however due to the circumstances, this was approved. As the payment was completed via e-check, the refund did need to be returned via check through the mail. We did receive your call that this has not yet been received and our team is actively working on attempting to track down that initial check and taking the necessary steps to ensure this refund is received. 

  Customer response

  06/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************
  

• Initial Complaint

  05/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I do not recall the exact dates, but my trash company and I have been back and forth for a very long time about the fact that they cannot pick up my trash, even though I pay them every quarter. At or around September of 2022, I filled my trash can up to the brim. Trash day was on Monday, so when I returned home that evening, it was still full, they didnt pick up any of the trash I left out. Long story short, it took 3 weeks of back and forth phone calls in order for them to finally pick up my trash for the service I paid for. They mentioned something about drywall in the trash can, which there wasnt, and they were giving me constant attitude and constantly hanging up the phone on me without resolving my issue. It was some time ago, but I remember the emotional details.I fell into financial hardships, so I had to stop paying my trash collection bill for some time. I live alone, so I dont accumulate much waste. They continued picking up my regular trash every week until the billing period ran out, which I was okay with; I stopped paying so then they stopped giving me service, this is understandable.What is not understandable, however, is that they bill me late fees for a service I do not get. I had to pay their 91+ late day bill, when not once they came over to pick up my trash I left out for them. It makes absolutely 0 sense as to why I need to pay a full $234 bill and a massive late fee for a service I was not using for some time. Overall, I wasnt going to complain about 3 weeks of missed service during September of last year, but this massive bill is ridiculous. I was trying to save up enough after paying a ton for taxes and running into financial hardships, yet they still bill me as if I was still using their service. I just wish to get some kind to reimbursement, because Im sure their customer service already dont like me after the 3 weeks of back and forth from them.Attached is a screenshot of the latest bill.Thank you,****

  Business response

  05/22/2023

  I am very sorry to hear about these issues. Whitetail Disposal is a family owned company and as such, we certainly do our very best to work with our customers when they do experience any type of hardship. We do ask that if this does happen, please reach out to our team to explain the circumstances and what type of arrangement you may be willing to make, we do have the ability to help in some capacities or to temporarily suspend service if necessary. We do see that a payment has been made on the account, the service will be restored this week. We strongly urge any customers experiencing any type of difficulty to reach out to our team via phone, email or our new Livechat (agents available Mon - Fri 9am to 4pm) so we may assist. 

• Initial Complaint

  05/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Breach of contract. Whitetail has missed trash collection at my residence. I contacted Customer Service, and was promised a 'recovery' pick-up later in the week. No show. Called again, and was rescheduled for the next day. No show. Contacted via Customer Chat, and was apprised I was rescheduled for a pick-up that very day. Again, no show. I am paying for a service that is not being delivered.

  Business response

  05/15/2023

  We are very sorry to hear of this issue with the service. We currently perform over 250,000 residential trash and recycle collections per week of which 99.8% are completed successfully, on time and without issue. We are continuously working to improve our services with a goal of 0 reported service challenges. In this instance, our team did report the service issue to our operations team and requested recovery. From the conversation over the weekend our team did issue a credit for the missed service. We will be on site for the scheduled pickup tomorrow (Tuesday); our operations team will be monitoring this stop to ensure it is picked up without issue. If there are any challenges with tomorrow's collection, we will reach out to follow up. 

  Customer response

  05/15/2023

  [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

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 02/03/2023 Whitetail Disposal hit and damaged the mailbox at my rental property. (Location is **** ****** ****, Walnutport, PA *****) My tenant witnessed the driver of the garbage truck and approached him. He did admit to hitting the mailbox and provided my tenant with his name and personal phone number. I called Whitetail to discuss, I was advised to send them pictures, which I did provide, and they informed me that they would look into it and get back to me. On 03/07/2023 after hearing nothing from Whitetail I followed up – they informed me they are looking into it and will call me back. (Talked to *******) On 03/14/2023 after still hearing nothing from Whitetail I followed up again – they informed me they are looking into it and will call me back. (Talked to ****, and manager ****** w/c/back) End of March after still not hearing anything from Whitetail, I contacted my handyman and asked him to go and replace the mailbox. He went to the property to see what supplies were needed and then proceeded to ****’s to purchase the supplies. On 03/31/2023 he went to the property to install the new mailbox. Upon his arrival there was a new mailbox installed?????? NO ONE called me or my tenant for permission to go on the property OR to inform either of us that they were replacing. They did not leave the old mailbox! I called Whitetail and they could not tell me who replaced it? But they would look into it and call me back. On 04/06/2023 after hearing nothing from Whitetail I followed up again – they informed me they are looking into it and will call me back. (Talked to ****** again, and she PROMISED ME , she would follow up with the progress)!! I explained to her how I got a bill from my contractor for his time. Which I TOTALLY agree with, and so did *******. I emailed her the bill while on the phone and she confirmed receipt of it. On 04/18/2023 I called Whitetail again, still could not give me any answer. I am requesting that the bill be paid directly to my contactor.

  Business response

  04/24/2023

  When notified of any suspected damage, Whitetail Disposal does a full investigation into the concern. This may take time to perform a full investigation and we do our best to keep customers up to date with the progress as applicable. Our team has confirmed we completed repair of the mailbox and is in receipt of the bill submitted. This is currently being reviewed and we will follow up with more information as soon as possible. 

  Customer response

  04/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I have been told "LOOKING INTO IT" since FEB. 2023. This is why I have filed this complaint. Please help. TY
  
  Regards,
  
  ****** ********
  

  Business response

  05/08/2023

  Whitetail Disposal does take all of these concerns seriously and our team has responded with this information. The mailbox was confirmed damaged on 2/3 and repaired on 2/10. This repair was completed in a timely fashion by our team. The contractor bill in question as supplied to Whitetail Disposal will not be paid by us as we had resolved and replaced the mailbox as needed. 

  Customer response

  05/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Yes, the mailbox was damaged on 2/3/23 but NOT repaired on 2/10/23 OR in a ‘timely fashion” as Whitetail claims.
  I called NUMEROUS times to get this resolved and there was NEVER any response from Whitetail regarding the status.  On 03/29/23 I was forced to hire my contractor to finally fix it, again I NEVER got ANY response back from Whitetail. After my contractor went to evaluate the job, (which at this point it still was NOT repaired), got material, & went on 3/31/23 to repair, he discovered it was repaired! I was NEVER informed that someone was going to repair it or that it had been repaired! The cost I am looking to recover is from the contractor charges for travel time for purchasing & returning items that he incurred due to Whitetails lack of communication regarding the status!
  
  Regards,
  
  ****** ********
  

  Business response

  05/31/2023

  Whitetail Disposal did our best to address and correct the reported mailbox issue in a timely fashion and communicate with the reporting party. All contact information on the account is different from the complainant; we do apologize if all information did not make it to the correct party. We have confirmed the repair was completed on 2/10. If additional documentation is needed, please reach out to our office so we can supply.

  Customer response

  06/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The reason the contact information is different is because I am the landlord for the property. You were given my contact information EVERY TIME I called from 2/3 TILL APRIL 2023, and every call I made I was told you are still investigating! Back to your claim about “timely fashion” ….so I had nothing better to do for 3 MONTHS than call you every two weeks to follow up and it was fixed in 1 week.  This may be my rental property but I live around the corner, and would have noticed that it was fixed. More importantly I would NOT have hired anyone to fix it! Yea, provide your documentation …. I would love to see it from 2/10/23. Do you want my documentation of all the dates I called and the names of your employees that I spoke to?
  
  Regards,
  
  ****** ******** 
  

*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. ↩