ComplaintsforRecyclops, LLC
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Complaint Details
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Initial Complaint
08/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
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
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 response
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
08/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 response
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
05/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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
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
01/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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 response
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
12/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 response
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
08/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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
05/31/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
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
05/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
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!Initial Complaint
10/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Im not one to usually complain about this type of stuff, but the new recycling option that Bowling Green is offering is terrible. Not only did Recyclops not drop off our bags(which I made a support ticket for), they also charged me 112 dollars(which I also made a support ticket for), when I signed up for the 8 dollar a month plan. To top it off, Ive reached out and made those support tickets, and have not gotten a response or had anyone reach out to me. Its been 7 days. Not a good way to start out a business relationship, would not recommend this company.Business response
10/27/2022
We're certainly apologetic for the misunderstanding regarding your subscription frequency. It looks as though you were able to resolve this issue working with one of our Customer Experience Team members and that you were refunded in full as you requested. Please remember that should you ever choose to try our service again, we have our 30-day money back guarantee. We want to be sure our customers are comfortable and can try our services risk free when they signup. Thank you for reaching out to us!Initial Complaint
09/16/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Recyclops owes me $ for missed pick up. I have an email verifying this. Now Recyclops has canceled service for all of Sanpete County. I am paid through January 2023. I want a refund. Finally Recyclops missed my last pick up. I continue to submit “help tickets” on their web site. I never receive an answer. What I do receive is okay this ticket is done I am closing it out. I Write back and say no, the issue is not resolved . Open the ticket back up. No you must submit a new ticket and on and on . I am the hamster stuck on a wheel since July for the first refund. I issues are piling up and this hamster is tired.
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Customer Complaints Summary
15 total complaints in the last 3 years.
6 complaints closed in the last 12 months.