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:03/04/2025

  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 spend $408 a year with Recyclops to pick up recycling from my home every week. They have missed the last several pickups at my address. I've submitted multiple help tickets, left multiple phone messages, tried calling every number I can find and gotten no response. I've paid for a service I'm not receiving and can't get the business to respond to me at all. I don't know what else to do.

• Initial Complaint

  Date:09/23/2024

  Type:Billing 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.

  On July 29, 2024, I submitted a ticket through the Recyclops online customer support portal requesting that my subscription be cancelled. I have moved, and no longer need their service. I was then charged the monthly fee of $25.00 on August 1, 2024. When I heard nothing from their customer service team, I submitted a second ticket on August 27, 2024 again requesting that my subscription be cancelled. Again, I received no response and again was charged the $25.00 monthly fee on September 1, 2024. On September 10, 2024, I called the local Recylops franchise owner for Cedar City and left a message with a request to cancel my subscription. I have not received a call back, nor any response from the company at all. I would like my account with this company to be closed and would like the $50.00 they've charged me over the last two months to be refunded.

  Business Response

  Date: 09/30/2024

  We apologize that the tickets you submitted were not dealt with in a timely manner. In most cases, franchisees are able to respond to tickets in no more than 2-3 business days. We'll reach out to the local franchisee to see if there were any technical issues on their end with responding to these tickets. Your requested refund has been issued and full processing should be complete with in 5-10 business days depending on your banking institution. We apologize for the inconvenience you experienced. Best of luck with your future recycling goals! 

  Customer Answer

  Date: 09/30/2024

   
  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.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:08/06/2024

  Type:Delivery 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.

  On July 22, 2024, there was a missed pick up at my house. I called Recyclops customer service and made 2 tickets that week. Their response was I need to contact the franchise owner for information. They gave me his number and I called and left a message. No response back from the franchise owner until July 26, 2024 stating he had a medical emergency and was unable to provide pickup service. He then promised a makeup pickup on Tuesday, July 30, 2024. Then on Monday, July 29, 2024 I received another email from the franchise owner saying he needed to reschedule the makeup pickup date to Friday, August 2, 2024. I got home from work on Friday, August 2, 2024 at 5:00pm to find my recycle bags still in my driveway. I then called the franchise owner to ask him if he is still picking up today and his short response was, paraphrased, ...Im in ****** right now and will be in your area soon. Well, Friday, August 2, 2024 came and passed. My recycle bags have still not been picked up.On Sunday, August 3, 2024, I received an automated email that the normal, scheduled pick up day would be Monday, August 4, 2024. So we again placed our recycle bags out on the driveway. No pick up on Monday as stated in the automated email. So today, Tuesday, August 5, 2024, I received an email at 10:53 am that they were on their way. At 10:56 am they sent another automated email asking how their service was. Well our regular pick up day is Monday and of course we cannot have our recycling bags out on non-pick up days because we have already received a warning from the *** for bags sitting outside. I have not received any further communication from the franchise owner. I want my service canceled immediately and I will not be renewing my contract on September 6, 2024. I am going to have to take the time to write my *** to let them know what is going on so I will not receive any citations for taking out the recycling bags 4 times.

  Business Response

  Date: 08/08/2024

  **************** has been cancelled and refunded $24.30 for 7/22/24 - 8/5/24.  This area is franchised and the franchisee had some pickup issues that were not relayed to the corporate office.  We have full confidence that the issues have been resolved. 

  Customer Answer

  Date: 08/08/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/01/2024

  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 have paid for service and only received spotty service. They have missed pickup dates at times with no notice, makeup pickup dates are continually postponed, the bin delivered was filthy. Ive put thru numerous service tickets, all unanswered. *** left voicemails and sent texts to the franchisee, and all go unanswered. Ive tried to cancel but get no response. Ive called the main line for the company and was told theyd check into it and get back to me, but no one has and when I tried calling back I was on hold for about 10 minutes before getting an automated message no one was available and to call back. I want to cancel my service and have half of the latest payment they deducted from my bank refunded as I only received half the pickups.

  Business Response

  Date: 08/13/2024

  Service was cancelled on 8/7/2024.  Complaint was refunded $11.00 on 8/7/24.  Refunds can take 5-7 business days. 

  Customer Answer

  Date: 08/13/2024

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:05/01/2024

  Type:Customer Service 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 signed up for service at the beginning of April. The advertised price for every other week service was $18/month. I was charged $25/mo plus an extra $8/mo for glass pickup. Once I saw the price discrepancy I immediately sent an email ticket through the Recyclops customer portal regarding the price difference and to also remove the glass pickup part of my service. I have sent many of these emails/messages over the last month, they have never been responded to. Because I never heard back or got any sort of resolution, I sent yet another message to end service, again with no response. Yesterday I called the local franchisee, *************************** *************) and left a message asking to discontinue my service. I also called the main Recyclops number yesterday and spoke to someone that said they would get in touch with ****** to discontinue service. I have not heard anything.This morning I sent another email to ***************************, explicitly asking to end my service. My next months payment is to be charged on May 9th. If I get charged on that date, I plan to dispute the charges. I just want my service ended at this point. I am not asking for a refund, though I feel I deserve that. I just want a discontinuation of service.

  Business Response

  Date: 05/06/2024

  We apologize that you were surprised by your monthly invoice amount. Typically, upon signing up, we include the price as part of the signup flow so our customers are aware of the cost of service before entering a payment method. As a returning customer, this process is manual and if you were advertised a specific price and invoiced another, we would have gladly corrected that. We do see the franchisee of your community replied to your tickets and you were issued a full refund. We're sorry that you did not receive a more immediate response, but are glad to see that the issue you had was resolved. Thank you for doing your commitment in doing your part to keep our planet green! 

• Initial Complaint

  Date:01/05/2024

  Type:Product 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.

  Last year my recycle pick up was missed 8-10 times. On 5 occasions I filed service tickets. I received 1 response. I filed a service ticket in mid Dec requesting that they let me know what the cost for 2024 would be prior to billing me. The reason for this request was that I was supposed to receive several rebates for missed services in 2023. Again, I received no response to this request. On the first recycle pickup of 2024 my pick up was again missed. Recycle was left at the end of my driveway for 3 days. I called and spoke with a service person who told me that the person in charge of my area would get right back to me. No one ever got back to me. I have requested this service be canceled and I receive a full refund for 2024 ($401.08). No response, no refund as of this morning. Customer Service is no existent. They collect your money, and your recycling may or may not get picked up.

  Business Response

  Date: 01/16/2024

  We would like to apologize for the negative experience you recently had with our company. After further review of your missed pickups, 2 support tickets were located that reported a missed pickup, the first one being in September 2022 which was confirmed collected the following day. One in October of 2023 which a credit was added to your Recyclops account due to driver error. That credit did apply to the renewal. You were responded to on December 21st by the franchisee of the area regarding subscription cost. It appears that the email was never opened or responded to by you, the respondent. Not seeing this response from the franchise owner likely contributed to frustration and we apologize for that. I can confirm that the dispute has been accepted by our company and the refund initiated. We would have never withheld funds for services that were never intended on being rendered after you cancelled your service. The feedback that you provided is valuable to us, and we are grateful that you brought this matter to our attention! Best of luck with your sustainability goals!

  
  

  Customer Answer

  Date: 01/16/2024

   
  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.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:12/07/2023

  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've been trying for several days to contact the company to cancel service. They do not answer the phone. They have not answered multiple support tickets put in. They are not answering in the live chat. Their portal does not allow me to cancel service or to remove my credit card from auto billing. We've MOVED. We're no longer even living in the house where the service is.

  Business Response

  Date: 12/18/2023

  Recycler,
  We apologize you had a difficult time getting a hold of us! From what I am able to see, you were able to use our online Chat to submit a support ticket. We do apologize that it took us 2 business days to respond to your ticket as we strive to have a less than 1 business day response time. The holidays tend to bring in a higher volume of tickets and our team works as hard as they can to keep up with this influx. We're sorry to hear you felt inconvenienced, but luckily it does look as though your issue was resolved with a single response. We wish you the best of luck with your future recycling endeavors. Thank you for supporting our mission and impact here at Recyclops!

  Customer Answer

  Date: 12/22/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/09/2023

  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 requested service from recyclops. The first week no pickup, I made a complaint and someone responding saying they would pickup the second week and apologized for missing the first pickup. Second week rolls around, again, no pickup. I’ve submitted 4 “trouble tickets” letting them know there was no pickup and that I want a refund and to cancel. No response. I’m now disputing the charge with my bank.

• Initial Complaint

  Date:05/31/2023

  Type:Customer Service 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.

  We have been using this company going on 2 years. The service has been fairly good. However, this "transitioning to on-line customer service" is a joke! I was sent an email telling me that I needed to pay a $12 "prorated" fee with NO EXPLANATION. I paid this small amount as I didn't want my service disrupted and then called to see what it was for. Of course, NO ONE answers their phone, so I have filed 2 tickets to have someone call me. I'm going onto the 2nd week and no call back. Makes me angry that they charge something with no explanation and then you can't talk with anyone. How is that a way to run a business; NO CUSTOMER SERVICE AT ALL!!

• Initial Complaint

  Date:05/13/2023

  Type:Billing 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.

  this business does not answer the phone. they do not answer online requests. they will NOT allow me to easily cancel service and I cannot remove my credit card from auto billing on their website. Prices have gone up and we wish to cancel but the vendor is unresponsive!