Complaints

This profile includes complaints for American Disposal Services, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Disposal Services, Inc

  10370 Central Park Dr Manassas, VA 20110-4196

• 

  American Disposal Services, Inc

  PO Box 1290 Centreville, VA 20122-8290

• 

  American Disposal Services, Inc

  PO Box 1326 Centreville, VA 20122-8326

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:11/24/2023

  Type:Order 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 pay $150/month for my Home Owners Association (HOA) at the ******** ****** Country Club in Haymarket, Virginia. The American Disposal company has failed to pick up my trash to which I pay a monthly fee to my HOA. They have failed to pick up my trash on November 24, 2023. I paid $60.00 to have a special bulk item, a 55" flat screen TV removed and they failed to remove this item. I want them to remove my trash and television which I have paid for this service and they have not fulfilled.

  Business Response

  Date: 12/04/2023

   We sincerely apologize for any inconvenience created by the holiday delay in removing the 55inch television as scheduled. The customer was able to verify on Monday, November 27th the television and trash had been removed from ********************** in Haymarket.

  Please let me know if there are any further questions.

  Customer Service

• Initial Complaint

  Date:11/06/2023

  Type:Product 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.

  Account closed 8/28/23, in good standing. Empty cans were to be picked up by company on 9/8/23. We're not picked up. They rescheduled for 9/25/23. We're not picked up. Billed us $200.00 for the cans not being returned. They rescheduled for 10/20/23. Finally picked them up and promised the refund within 7-10 days for a charge they should have never taken out of our bank account. No refund on the 11th business day and said it will be refunded in another 10 days. Very bad business practice taking advantage of 88 year old customer moving to assisted living.

  Business Response

  Date: 11/10/2023

  Good morning, 

  We attempted to remove the containers on September 8th and September 25th; however, the containers were not curbside and empty for removal. The containers were removed on October 20th, after the charge of $200.00 had been placed on the account for unreturned containers. The last autopay payment made to the account on October 3rd was made using a checking account, in which requires a paper check refund to be mailed. Processing time for a paper check refund is 8-10 weeks after the removal of the containers. I have requested for this refund to be expediated; however, can not make promises beyond our standard 8 -10 week processing time. 

  Best regards, 

  Customer Service

• Initial Complaint

  Date:11/02/2023

  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.

  Called and canceled service in July of 2023 before moving out of the house I was renting. A few months later I receive and invoice for the upcoming quarter for trash pickup. I call again and inform the company there is a mistake. They continue to try and charge me and then add an additional charge for trash cans not returned. They should have been picked up in July after I canceled. Terrible company. Use alternate if possible.

  Business Response

  Date: 11/13/2023

  Good morning, 

  The customer was advised on November 2nd 2023, we were able to confirm with our recorded call records, no call for cancellation was received in July. The customer contacted American Disposal to cancel the account on October 4th. The customer provided the number in which he states he called from in July and there is no record in our system. The containers are scheduled for removal tomorrow, Tuesday November 14th. Once the containers are returned a credit of $200.00 will be added to the account, leaving an outstanding balance of $42.87. 

  Thank you, 

  Customer Service

• Initial Complaint

  Date:11/01/2023

  Type:Order 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.

  September 1, 2016 my housing development stopped use American Disposal Services. Letters were sent to the owners of the homes. I am a renter. I did not receive a letter and my my landlord failed to provide one to me. 10/2023 in casual conversation with a neighbor, I was informed our trash services had ceased with American Disposal Services in 2016. Our services were transferred to another trash disposal service, to which our payments were included with the HOA.  American Disposal Services continued charging me for services for 7 years. I called American Disposal Services and spoke to *******************, who informed me he would have to ask his supervisor what to do. On 10/30/2023 ******************* called me back and indicated that his manager the office manager could only refund the years up to 2019. I am seeking the full amount owed to me.

  Business Response

  Date: 12/04/2023

  Good afternoon, 

  The customer's refund check was mailed on November 21st to the on file address provided by ******************. Please call customer service at ************ if you have any further questions regarding the refund for service at ***************************** in Lake Ridge, VA.  

  Thank you, 

  Customer Service

• Initial Complaint

  Date:10/10/2023

  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.

  NEED TWO CONTAINERS REPLACED. I have two waste containers from American Disposal. The trash container is small and not the standard size. I would like it replaced. The recycling container has been broken for 18 or more months. It has no wheels and is split open on the bottom so trash leaks out. **** I have filed numerous (8+) service requests on their website and they have never resolved either issue. **** Nevertheless, they bill on time and even regularly increase their rates.

  Business Response

  Date: 10/16/2023

  Good morning,
  
  I sincerely apologize for the inconvenience you have experienced while attempting to have your containers replaced. When the replacements have been scheduled previously this year, the crew is reporting the cans are not at the curbside when they arrive. I have attached the photos submitted by the crew for your confirmation, this is the correct location.
  
  To further ensure these replacements are completed, will you please send me a picture of both the trash and recycle cans for verification of the size of each? Please also include the company name that may be printed on the side. 

  Thank you

  Customer Service

  Customer Answer

  Date: 10/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution provides a path towards resolution. I hope that they follow through.  

  The requested photos are attached.

  Of all the service requests I have made, I have only been informed ONCE of a day when they would be coming to replace the containers. On that day, I MOST DEFINITELY had the containers empty at the curb.

  Regards,
  *********************.

  ************

• Initial Complaint

  Date:10/02/2023

  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.

  American disposal dropped off a recycle bin at my garage unexpectedly. I called to find out why the bin was left and the rep had no idea as she could not locate any ticket nor other reason as to why it was left at my address. She then informed me that it could not be picked up for over 3 weeks on Sept 29,23. I told her that was unacceptable, this is not my bin nor my neighbors and they should come get it immediately and that I am not taking responsibility for the bin nor would my neighbor and that it would be left at the curb until picked up and that I would notify HOA of their mistake. I also asked for a manager to contact me and that call never happened. Sept. 29th came and no pickup happened. I called again on Oct 2, 23 and was told the pickup was voided and she didn't have any reason as to why it was voided and that the bin could not be picked up until Oct 27, 23. Again I told her that is unacceptable and it needs to be picked up today. She also saw that I had made several calls as well as asked for a manager to call which never happened. I was told the manager was unavailable (again) this time at lunch and she would point out to him that a call was requested and never happened. Still no call from management and the bin is still out front of my house. This is American disposal lack of proper logistics and management and we the home owners are having to deal with our HOA for their mistakes. Someone needs to come clean up their mistake immediately and ensure it never happens again. I'm tired of calling getting no results. This company is literally trash.

  Business Response

  Date: 11/02/2023

  Good morning, 

  We sincerely apologize for the inconvenience of an extra recycle container being delivered to your residence. According to our records when the crew arrived to remove the container on October 3rd and October 27th, the can was not curbside for removal at 7:24am and 8:21am respectively. We have rescheduled the removal of the 64g recycle container, serial# ********* for November 10th. Please verify the container is placed at the curbside the night before or prior to 5:00am on November 10th. Please also confirm the serial number listed in this correspondence is the serial number shown on the can. If the above listed serial number is not accurate, please immediately call customer service at ************ to provide the serial number listed on the can. 

  Thank you, 

  Customer Service

  Customer Answer

  Date: 11/14/2023

  This complaint can be closed as someone (manager) from the waste management company already called me back to apologize for the error and had the bin picked up after I filed the complaint.  I was not able to update the complaint as I did not see a way to do so on the site directly however the issue was resolved a while ago.  The letter I received with the statement from the company just goes to further show the validity of my complaint and the lack of organization.  As I stated initially that the company had no clue/record/ticket as to why the bin was dropped off in the first place, this letter states that they've made 2 attempts to pick up a bin that was already picked up almost immediately after filling this complaint.  The company should already see that the serial number associated with the bin is back in their system but according to the letter dated 11/2/2023 apparently they still can't locate the bin or just didnt bother actually doing the work to see that it is in the system.  The bin is back with the company and has been for some time now THEREFORE there is no bin to pickup (PROPERLY CHECK YOUR OWN SYSTEM) otherwise you have an internal logistics problem that is yours not the customers, which is why you have problems in the first place.  There will be no confirming of info as you have your bin back in your possession.  This case is closed.

• Initial Complaint

  Date:06/30/2023

  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.

  American Disposal is not planning to honor online rates to pickup Residential waste. As you can see from the attached document, I went to American Disposal website and paid $126 per quarter for the Residential waste pickup. Despite charging my credit card and confirming the rate, I received an email that American Disposal will not honor the quoted amount online. This is despite the fact that they created an account and accepted the payment.In fact, American Disposal person stated that they will charge $162. If I do not agree, they will cancel my account and refund the money.This is false advertising and failure to honor the quoted rate online. This is also price gouging. This is despite the fact that credit card payment was charged and account was established online.

  Business Response

  Date: 07/28/2023

  WE HAVE RECEIVED THE COMPLAINT REGARDING **. ******************** LOCATED AT ************************************** IN GREAT FALLS, VA.
  
  AS ORIGINALLY EXPLAINED TO ************** FOLLOWING HIS ONLINE REQUEST TO BEGIN SERVICE ON WEDNESDAY, JUNE 28TH 2023, OUR SYSTEM WAS EXPERIENCING INTERNAL ERRORS AND PROVIDED ************** WITH AN INACCURATE PRICE OF $126.00 PER QUARTER.
  
  THIS ISSUE WAS BROUGHT TO **************** ATTENTION VIA EMAIL ON THURSDAY, JUNE 29TH AT 8:38AM, PLEASE SEE ATTACHED EMAIL. ************** WAS INFORMED OF OUR APOLOGIZES AND THE CORRECT RATE OF $162.00 FOR QUARTERLY SERVICE IN THIS AREA.
  
  AS THIS AREA IS AN OPEN MARKET AND RESIDENTS ARE FREE TO CHOOSE THEIR WASTE REMOVAL COMPANY, THE CUSTOMER WAS ADVISED THE AVAILABLE OPTIONS TO EITHER CANCEL HIS REQUEST FOR SERVICE AND RECEIVE A REFUND OR CONTINUE WITH HIS REQUEST FOR SERVICE AT THE RATE OF $162.00 PER QUARTER.
  
  ************** RESPONDED WITH HIS REFUSAL TO THE PAY THE RATE OF $162.00; THEREFORE, HIS REQUEST FOR SERVICE WAS CANCELLED AND HIS PREPAYMENT OF $126.00 REFUNDED BACK TO HIS CARD.
  
  ************** WAS NOTIFIED OF THE SERVICE REQUEST CANCELLATION AND THE PROCESSING OF HIS REFUND JUNE 30TH 2023 AT 8:03AM.
  
  OUR ONLINE SYSTEM ERROR HAS BEEN RESOLVED AT *************************************************************** AND REFLECTS THE QUARTERLY PRICING OF $162.00 PER QUARTER. 
  
  AGAIN, WE APOLOGIZE FOR THE SYSTEM ERROR AND ANY INCONVENIENCE THIS MAY HAVE CAUSED **************.
  
  PLEASE FEEL FREE TO CONTACT ME WITH ANY ADDITIONAL QUESTIONS OR CONCERNS.

  Customer Answer

  Date: 07/30/2023

  [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:
  
  As the company acknowledged that this was an internal error, they should have honored their published price.

  in Fact, despite raising this issue, the website was not updated for 5 days.
  

  As an acknowledged in the email, the company also charged the credit card.   The right thing would have been to honor the charged price per quoted contract and accepted payment 

  Regards,
  
  ****

• Initial Complaint

  Date:04/28/2023

  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.

  On 4/28 during regular trash pickup i had my bin and 3 bags outside at curb for collection. The bin was picked up, but the 3 bags were left behind. American has repeatedly told us that up to 10 additional bags will be picked up. Complaint to business directly said they will get them next week. They are not complying with the service agreement.

  Business Response

  Date: 05/24/2023

  Good afternoon, 

  Thank you for bringing this issue to my attention. Will you please confirm, at your earliest convenience, this oversight of (3) three overflow trash bags have since been resolved?
  
  After reviewing your account, I noticed you did report this missed collection through our website on April 28th, 2023, at 6:13am. Our customer service team responded at 8:05am on April 28th to extend our apologizes; as well as, to advise we would return on your next service day to collect up to (5) five standard household trash bags of overflow. American Disposal will collect up to (5) five standard household trash bags of household waste per week outside of the American Disposal trash can. 
  
  American Disposal will collect up to (10) ten paper yard waste bags per week filled with grass clippings or leaves with your yard waste collection service.
  
  Customer service is available Monday through Friday, 8:00am until 4:30pm at ***** ******** or visit our website www.americandisposal.com outside of the listed office hours for assistance. 
  
  I look forward to hearing back from you and the confirmation this situation has been resolved. 
  

  Best regards, 

  Customer Service

  Customer Answer

  Date: 05/26/2023

  [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:
  American did not collect the 3 bags of overflow on the original day and failed to make any reasonable effort to provide the agreed to service on the designated collection day. I was forced to store the uncollected trash for additional week only to be told they would collect 5 bags of overflow the next week.

  They are suppose to collect up to 5 bags of overflow normally. Responding by saying you will provide the exact same service next week that you failed to provide the prior week is unacceptable. 

  Regards,
  
  *******************************

  Business Response

  Date: 06/06/2023

  Good afternoon, 

  We apologize for any inconvenience the missed overflow bag collection may have caused and have issued a one-time inconvenience credit of $5.00 to ************************ account. This credit will appear on ************************ next invoice, which will be issued August 1st 2023. 

  Please call customer service at ************** with any further questions or concerns
  

  Best regards,
  

  Customer Service. 

  Customer Answer

  Date: 06/11/2023

  [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

  Date:04/11/2023

  Type:Order 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.

  American Disposal is unresponsive to emails and phone calls. At the moment we're having an issue with AD being non-responsive about our emails about picking up their dumpster after we asked to terminate our contract as of March 31, 2023 due to relocation of the dumpster without our approval. We have emailed our account representative *********************** and ******************* on April 7, 2023, and April 10, 2023, respectively. Both of these American Disposal employees have failed to reply back to our last few emails, and even the ones we sent in March asking to terminate our contract. American Disposal employees display unprofessional and unresponsive behavior that clearly shows they try to lure clients in to signing predatory contracts. Luckily I signed my contract with a clause to cancel with 30 days notice, which I did in March 2023. For some background information, for the last almost 4 years the dumpster was right next to our back door in a designated parking space for the dumpster. Without any notification they moved the dumpster to a location far from our business suite, and placed it adjacent to our neighbor. Attempting to get any answers from them by email or phone calls was met with a complete lack of response from the account representative until I emailed them notifying that I am canceling the contract. The account rep only called me when we emailed all their email contacts we could think of serving a cancelation notice. The vibe was clearly unprofessional displaying complete lack of value for their customer base. The same is occurring now with their negligence about retrieving their dumpster when it is no longer needed, and a complete lack of response to any emails.

  Business Response

  Date: 05/08/2023

  Good morning, 

  We would like to apologize for any lack of communication the customer may have experienced with the mentioned representatives. Cancellation requests must be made in writing, as the customer did on February 27th, 2023. The letter was received on March 6th, 2023, and the account was closed on March 31, 2023, as requested. The dumpster was removed on April 20th, 2023. Unfortunately, due to mechanical issues with our container removal truck this was the earliest we were able to complete the removal. The outstanding balance due on this account is the container removal fee of $ 75.00. Please let me know if you have any further questions.

  Thank you, 

  *********************

  Customer Answer

  Date: 05/08/2023

  [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:

  The company is now trying to add charges not mentioned in the contract despite their knowledge of the contract I have with them at the time of signup. The contract  doesn't mention any container removal fee, and I also was not notified of any such fee at time of termination in the email thread that I have with their representative **************************

  I was suspicious of their business practices at time of signup back in 2019 and made sure the contract had the following clause added: "Customer may terminate agreement upon 30 days written notice, with no termination fee."

  The fine print of their contracts is very favorable to their business and allows them to charge customers without recourse. For that reason I had the above clause among others added. A copy of the original contract is attached.

  I made this complaint to the BBB to highlight the predatory practices and poor communication of American Disposal.
  
  Regards,
  
  *************************

  Business Response

  Date: 05/23/2023

  Tody American Disposal has issued a credit for $75.00 to account # *********** in response the rejection of our response. The account balance is zero and the account status is closed. We greatly appreciate our relationship with ************** and hope it resumes in the future.  We apologize for any inconvenience this charge may have caused. 

  Best regards, 

  American Disposal Customer Service

  Customer Answer

  Date: 05/25/2023

  [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:
  
  American Disposal's actions displayed predatory business practices using contracts that are heavily favored towards their side, which is coupled with lack of communication, and unresponsiveness to customer complaints unless they are brought in to a public forum. Other customers and potential customers should be made aware of this before entering into a contact with American disposal. 

  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

  Date:04/10/2023

  Type:Sales and Advertising 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 cancelled trash service as of March 2022 because of the company not picking up trash, not following through on phone calls made, and customer service committments not upkept. Up until March 2022 I had called at least a dozen times on getting these issues addresed which they never did. After I cancelled in March 2022, I continued to get bills for services not rendered, was told that I would be taken to collection even though I had not used/gotten any services. I had called and spoken with numerous different customer service agents who assured me that my account was current and that my garage bins would be picked up soon. The soon finally came (7) months later. I am still bein persued and now a collections agency has been brought in on my supposed ($348) bill. I called multiple times previous and was told that I would be getting a call back by a supervisor which never took place. As I was on autopay, I involved my credit card company which attempted to contact them to no avail either and the final outcome was a credit in my favor on my account due to good/******************** never recieved. This is one of the most dishonest and truly disgusting companies I have ever dealt with and need assistance in getting this supposed bill removed off my account and removed from collections.

  Business Response

  Date: 05/01/2023

  Good afternoon, 

   

  The service at ****************************************************************** was cancelled on September 23rd, 2022. All balances have been removed from this account and the account status is "Lost Account". We have no *********************** in process for ************************ regarding his previous account ***********. Please see attached statement of account which shows the account balance as zero. 

   

  Thank you, 

  Customer Service