ComplaintsforFrontier Waste

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I did not receive service for **** or July due to non payment. In mid July, I paid an invoice for trash service thinking it was for the month of May (which I did receive service) not realizing their invoices were prepaid a month, meaning I just paid an invoice for services for the month of ****. Again, I did not receive services in **** so I requested that it be applied to August and restart service then since it is impossible to go back in time and receive service for ****. They not only refused, but are expecting me to pay the **** and July invoices as well (which I wasn't serviced) before they would restart services. At that point I requested they cancel my account and refund for the month I paid and received no service. They have refused. They keep mentioning thier "container". They actually took my personal container and replaced it with their own so I told them I would just keep thier's as a replacement for the one they took.

  Business response

  07/22/2024

  Our records show that your account was past due due to non-payment, which resulted in the suspension of services for **** and July. Despite the outstanding balance, we made several attempts to contact you. During this period, our container was still in use at your location.
  In mid-July, you made a payment that was applied to the **** invoice, as our billing system operates on a prepayment basis. This payment covered the **** ******** even though services were not rendered due to the delinquent status of your account.
  Regarding your request to apply the **** payment to August and restart ******** we regret to inform you that we cannot accommodate this request. The payment was correctly applied to the **** invoice per our billing policy, and we do not offer refunds or adjustments for past services when the account was not in good standing.
  To reinstate services, we require payment for the outstanding **** and July invoices. If you choose to cancel your account, any remaining balance will need to be resolved first.
  Concerning the container, our standard practice is to provide our containers for service use. If there was an issue with your personal container being replaced, please let us know, and we will address it promptly.

  Customer response

  07/22/2024

  Complaint: 22019440
  
  I am rejecting this response because: they are frauds. They take money for a service, service is not provided, then they refuse to refund or prorate money that was paid to them. 
  
  Regards,
  
  ***************************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Telephoned Frontier Waste's ******, ** office to cancel contract as we are moving home. Invoices are issued three months in advance and we have always paid invoices within seven days of receipt. Current payment made was for service to end of July and we are closing our home sale on 28th June so expected a refund. Instead Frontier stated there is a $50 cancellation fee and requested payment of an additional $9 to close the account. We have never before had such a demand from a service provider. Even Utilities companies where you typically enter into a two year or longer contract allow cancellation at no cost during the contract period when selling your home. At the time of service commencement in 2021 we were not provided with any information or contract terms and would not have engaged Frontier had we been given this term as we had a choice of suppliers. When I challenged this Frontiers agent threated to put a $9 debt in the hands of a debt collector agency!This is extremely sharp business practice and we need written confirmation that this charge will not be raised and the account will be closed.

  Business response

  07/01/2024

  Good morning,

   

  We do require a cancelation fee to be paid when an account is cancelled that covers that cost of the cart removal and cancelations. We do have this on our sign up form on our website and we do apologize if this was not sent to **************** when he signed up before this form was made available. The remaining balance has been waived.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We prepaid for our trash services with Frontier Waste for months in advance. A week ago, on the trash pick up day, trash personnel took both of our trash cans. I work from home, I heard them come to pick trash up, I came outside a few minutes later to roll the trash cans back, but they are nowhere to be found. Since that incident, my husband and I called Frontier every day for a week asking to bring the trash cans back. Every day a phone representative picked up saying today they will bring your trash can (just one even though we had two). But every day, no one came. That went on for a week. We are now in the second weekend without trash cans. Phone reps ***** super bothered when we call and unempathetic. My husband is active duty military working late every day. I also work full time and I am currently pregnant. Since we dont have the trash cans, wild animals take the trash bags apart on our property so I keep having to go around our yard to pick up all the trash in this high heat while pregnant. When I explain the situation to the reps on the phone, they just do not care. Horrible customer service! What are we paying exactly for??

  Business response

  11/06/2023

  We extend our sincerest apologies for the distress and inconvenience you've experienced regarding the missing trash cans and the subsequent lack of timely response from our team at Frontier Waste. Your situation is not reflective of the level of service we aim to provide, and we deeply regret the frustration caused to you and your husband, particularly given the circumstances you outlined.

  
  Upon investigating your case, it appears there was a miscommunication that led to the removal of both your trash cans during the last trash pickup. We understand the essential nature of these bins and acknowledge the urgency in resolving this matter promptly. We assure you that steps are being taken to locate and return both of your trash cans at the earliest. Additionally, we are implementing measures to prevent similar incidents in the future and to improve our communication and responsiveness.

  
  We recognize the toll this situation has taken on you, especially considering your husband's service, your current pregnancy, and the added stress of managing without the necessary waste disposal resources. Please accept our deepest apologies for the distress caused by the unavailability of the trash cans. While the bin has been delivered, we want you to know that we are actively revising our customer service procedures to ensure a more empathetic and responsive approach when addressing such critical issues.
  
  Your feedback is immensely valuable to us, and we genuinely appreciate your patience and understanding in this matter. We are committed to regaining your trust and delivering the quality service that you rightfully expect and deserve. Please be assured that this issue is receiving the utmost attention, and we will make every effort to ensure your satisfaction moving forward.
  

  If there is anything else we can do to further assist you, or if you have any additional concerns, please dont hesitate to reach out to us at Frontier.

  Customer response

  11/07/2023

  Better Business Bureau:
  
  The trash bins has been delivered to us. I sure hope that the customer service for this trash company will improve in the future. 
  
  Regards,
  
  *****

• Initial Complaint

  08/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I signed up for ***** service with LT's perhaps 8 years ago or so and the company got sold to Frontier. When they took over I had no clue the company was being sold. I just knew there was a new truck picking up my *****.Fast forward to several months ago and they raised the rates for something like the 3rd time in a 6 month period so I could no longer afford their services. I called to cancel and they told me I owed them a $50 cancellation fee.I never agreed to that. I was never told of such fee when they bought out LT's ***** and given the chance to cancel.Now they are threatening to send me to collections over a fee they never informed me of. I refuse to pay a bogus fee I was never told about until the day I cancelled.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  company has been late to pu my trash 2 weeks in a row by a whole day. Called their local location in ****** to get it resolved with no satisfaction. Asked them to refund my late fee they charged me for my bill being late for them not pu my trash on the designated day 2 weeks in a row I believe the late fee is *****

*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. ↩