ComplaintsforCounty Waste of Virginia LLC

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  We canceled service in August. It is now January. I have called multiple times for them to come pick up their two trash cans to no avail. I am having to store their trash cans. It is unsightly to have so many trash cans at my house.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We cancelled our service in February. Our bins were removed and we had no further pick up. We were owed a refund of approximately $***. When we did not receive the refund, I contacted County Waste at the beginning of May. I was told that our account was never closed (despite our not receiving any service since February) and our refund was not processed. The agent told me that the refund would be processed and we would receive it in four to five weeks. As we have not received it, I contacted County Waste again. I was now told our refund would be processed when billing closed in a week. After that time, it will take another eight to twelve weeks to receive the refund. That is completely unacceptable. We demand our refund immediately.

  Business response

  07/01/2022

  Thank you for taking the time to reach out with your concerns.  I apologize for the delay in closing/refunding your account.  I will have the local office reach out to you with further information so this can be resolved.  I appreciate you brining this to our attention and your patience while this is resolved.  Have a wonderful day! 

  Customer response

  07/08/2022

  Better Business Bureau:
  
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I am not satisfied with this response because the local office, as has been repeatedly proven, is incompetent and dismissive of customer complaints. I do not trust that I will get a resolution from them. We have been waiting for our refund since February. I expect it to be returned to us promptly.
  
  
  Regards,
  
  ******* ******* 
  
  
  
  
  

• Initial Complaint

  02/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I canceled garbage collection service from County Waste in December 2022, with my last pickup being 12/30/22. They committed to picking up their two garbage receptacles within 30 days. I have contacted them multiple times since the 30 days elapsed and they keep promising to come get these barrels and saying that they are behind, but nothing happens. Many many of my neighbors are having the same experience as evidenced by your complaint history. I do not have the ability to deliver these barrels to County Waste or I would have done so long ago. This is their responsibility.

  Business response

  03/14/2022

  Thank you for taking the time to reach out with your concerns.  Due to circumstances beyond our control we have been unable to remove trash or recycling carts within in our normal time frames.  We are working hard and have expanded our staff and working days to resolve this situation. I apologize that we have been unable to remove your carts but please be assured that we will be out there as soon as possible.  You are welcome to leave the carts up at your home instead of on the street if you would prefer.  We just ask that they are visible and accessible for the driver when they arrive.  We appreciate your patience and thank you again for reaching out.  Have a wonderful day! 

  Customer response

  03/17/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  For three months County Waste has been giving out this same answer, and taking no action to resolve the problem. They need to pick up their cans and remove them from my property. I have written to all 3 local news stations and their CEO (who did not even bother to respond). Next I will write to county and legislative officials and maybe the Attorney General. 

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

  
  

• Initial Complaint

  02/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  We cancelled our garbage service with County Waste in September of 2021 and have gone back and forth through email to request they retrieve their Trash Bin off our property. They have missed several provided dates for retrieval and now refuse to provide a date when they will take their bin off our property.

  Customer response

  03/02/2022

  
  At this time, I have not been contacted by County Waste of Virginia LLC regarding complaint ID 16737909.
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  01/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  This business continually does not show up to pick up my recycling. I would change companies but they have a monopoly where I live. Whenever I call to complain or ask why the service was not provided, I have to stay in que for at least 30 minutes before anyone picks up. Today I called because they have not showed up for 2 weeks now, stayed in que 32 minutes, was told that he is coming today. Today is Thursday, my scheduled day is Wednesday. I asked for a credit for the week(s) that I paid and didnt receive the service. I was met with "I will make a credit request for you but we dont do that"! How can they charge me for service they dont provide and refuse to credit me? This is by far NOT the first time they haven't dumped my can, how can they be allowed to not provide service and charge for it anyway, refuse to credit when they dont, and be allowed to hold a monopoly on the services?

  Business response

  01/24/2022

  Thank you for taking the time to reach out with your concerns.  We appreciate your feedback and apologize for the inconvenience that you have experienced.  In reviewing your statement it appears that you were given incorrect information.  The route was push back by a week , not delayed by a day.  Unfortunately like many other industries we have been working through staffing shortages as well as mechanical delays caused by Covid.  We have been working very hard to ensure that good communication has been going out through call blasts as well as updating our website.  If there is a different number you wish to be called at please let us know.  Thank you again for reaching out and I hope you have a wonderful day!     

  Customer response

  01/25/2022

  I have not had my recycling picked up in 2 weeks and have not received a credit for those 2 weeks that have been billed.  I want to be credited for the services billed and not provided.  This was my request in my initial complaint and has not been met
  
   
  
  
  

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  It is January 18th and my trash has not been picked up once this year! I have been paying for County Waste trash service for years. I have a security system and they tell me that I didn't have my trash out - it gets put out the night before. Then there was bad weather, which is understandable, but they NEVER came back to pick up my trash. Now again, no pick up. I call and they are unkind. Now they are calling me a liar - my trash wasn't out there, they came by and so on. My trash has been at the curb for three weeks! They said they would credit my account on Thursday, January 13, 2022 and they didn't. I received a bill for the full amount PLUS a recycle bin fee on Monday. This is typical. I went from two trash pickups a week and now down to one, which they can't be bothered to do. To make up for the cut in trash service, my extra recycle bin is free. Now they are charging for my recycling bin. When asked what to do with my 3-week old trash, they told me to put it on the ground! Three weeks of having trash on the ground in a rural neighborhood is insanity and I doubt they would pay the fine for littering. The customer service is terrible. I've only had one person tell me the truth - "The GPS does not show the driver being on your street that day." County Waste claims they won't be able to pick my trash up this week either and now they refuse to credit my account.

  Business response

  01/24/2022

  Thank you for taking the time to reach out with your concerns.  I apologize for the inconvenience that you have experienced over the last few weeks.  In review of your account you may have been given incorrect information from customer service.  The account is noted by the driver that he was unable to access your stop, while it does not say specifically, I would assume it was due to the icy road conditions.  Safety or our customers, drivers, and equipment is a priority during times of inclimate weather and we can not risk going into areas or on streets that may present a hazard.  We will take any extra trash that you have accumulated over these last few weeks when we are able to service you.  Regarding your recycle service fee, your account shows 2 recycle services.  One does have a charge but the other is at no charge.  Thank you again for reaching out and I hope you have a wonderful day!  

  Customer response

  01/26/2022

  The problem is, I’m paying for a service and not receiving what I’m paying for.  I'm being told multiple reasons and excuses by different employees. My trash wasn’t picked up for 21 days – 3 weeks. No effort was made to provide the service I was promised. No refund or credit was received for the service I lost for the weeks of January 4, January 11 and January 18. My recycling was picked up January 12th, but not my trash. I was told to leave my extra trash that didn't fit in the can on the street until they could pick it up. Two employees told me I would receive a refund for services not received. After receiving the full bill and calling back, the manager said I wasn’t telling the truth and refuses to give me a refund stating the roads were bad.

  I understand and agree with driver safety and stated that more than once on the phone. There hasn't been snow on the roads for 3 weeks straight.  My recycling was picked up on January 12 and January 19, so this doesn't make sense.  My trash was finally picked up yesterday, January 25th by a different truck with "GFL" on the side.

  I’ve been a customer with County Waste for a long time.  I wasn't aware the GFL had purchased County Waste, but it certainly falls in line with when customer service started to suffer.

  When I began service with County Waste, my trash was picked up twice a week and recycling once.  There was no charge for my bin.  When they cut my service in half to one pickup a week for the same cost, I received an extra recycle bin at no charge.  Every time I get a bill with a recycle bin charge, I have to call into their office to remind them my second bin is free.  I don't understand why this can't be noted in my file.  

  
  Regards,
  
  **** *****
  

• Initial Complaint

  01/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have leaf bags that need to be removed from my property that county waste is saying is too heavy to be moved. I received a call back from Aiesha stating dispatch said that I am to separate the bags into two different ones for them to lift. I am NOT doing that to cost me more money. I filled my bags up last year that were heavier with no problems and this year it is? They said they don't have to technically take the leaf bags since it's a free service. Well now I am going to pay the $1 a bag extra so they have to take them. if they refuse then the county of Prince George will be notified of garbage that is persistently being skipped because they can't get 2 people to lift the bags when I lifted them by myself. Trust I am much weaker and smaller than them and they can't, it's hilarious. Get these damn bags of leaves and do you job! I feel as if I should have the BBB on retainer for my problems when it comes to dealing with county waste. Every time I have filed against County Waste they end up doing what I needed them to do in the first place, so I don't understand all this big dog bark with their puppy dog bite.

  Business response

  01/24/2022

  Thank you for reaching out with your concerns.  We are happy to take 5 bags of leaves or yard debris along with your service each week.  We do ask that the bags are light enough for one person to lift approximately chest high to place inside the cart for disposal in the truck, this would be the case if you pay the additional bag charge or not.  There is only one person out providing the service and they indicated that the bags were to heavy so the bags would need to be lightened for collection.  I apologize for the inconvenience that this may cause and appreciate you working with us toward a resolution.  Thank you again for reaching out and have a wonderful day!      

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/2/2021 we notified County Waste that we would no longer require their service as we were closing on the sale of our house on 12/3/2021. An individual who identified himself as "Samelly" acknowledged our cancellation and that there would be a delay. After a week, the cans were still at our neighbors house, as we did not want to have the new owners deal with the issue. Repeated emails to "Samelly" were answered with the same " . . . . there is a delay. . . .". On 12/19/2021 I informed him that after that day, I would no longer be responsible for the carts. He responded that he had a date of 12/31/2021 to have the carts removed. A follow up email from me told him that I could no longer guarantee that the carts would still be there. He was quick to point out that I would be charged $** for each unrecovered cart. I then told him that I would assess a $***** a day, per cart storage fee. His response was ". . . . .there is a delay. . . ." Long story short, it is 1/11/2022, the carts are still not removed.

  Business response

  01/24/2022

  Thank you for taking the time to reach out with your concerns.  I apologize the the inconvenience that you have experienced with the cart removal.  Due to circumstances beyond our control we have fallen behind in our cart removals.  We have been working through staffing issues as well as mechanical delays over the last several months due to Covid.  There should never have been a specific date provided by customer service, only that removals are done on service days.  If you did not want to leave the cart at the curb you were welcome to leave it up by the house as long as it was visible and accessible for the driver to remove.  We have recently added to our staff as well as our fleet and are working toward getting everything taken care of as quickly as possible.  Thank you again for reaching out.      

• Initial Complaint

  01/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1/4/22, County Waste posted on their site that they would have a delay due to a storm that occurred on 1/3/22 and all services would be by 2 days. My usual service would have been on 1/5 but it was pushed out to 1/7 so I put both my trash and recycling out on 1/7. The recycling was never picked up as scheduled and nothing was posted on the website so there was no notification. County Waste claims that they send out phone blasts when delays occur but these are few and far between and that did not happen in this case. I called County Waste on 1/10 to complain and after staying on hold for 40 minutes, I was told that no credit would be issued and recycling services would resume the week on 1/12. On previous calls with the company, they said that credits would be issued if they had missed service for the entire week which in this case, they did. Today their story has changed and they can choose to provide trash/recycling service when its convenient for them, not the paying customer. This is not the first occurrence of this company not providing their services, this is just one example. They consistently push back on providing any kind of credits and do not notify their customers of any changes in the schedule.

  Business response

  01/24/2022

  Thank you for taking the time to reach out with your concerns.  I apologize for the delay in service, you should have received a phone call at the number that you have listed letting you know that the service would resume the following week.  We are continuing to work through staffing and mechanical issues due to Covid and will continue to make every effort possible to provide the service that you deserve as a customer.  Thank you again for reaching out!

  Customer response

  01/30/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID 16447712, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As stated in my original complaint, the phone calls regarding service delays either do not come through or are very delayed. Please use email for these notifications. I realize that Covid is an on going issue but you aren’t providing any kind of customer service to your paying customers and don’t seem to care. You are raising rates and not providing service at all some weeks. 
  
  Regards,
  
  Brooke **********
  
  
  
  
  

• Initial Complaint

  12/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  This company will not remove their bins after termination of service nor give a location to properly return them back to their posession. The customer service people are useless in providing a solution. The will charge me if the bins are disposed of as well.

*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. ↩