ComplaintsforCounty Waste LLC

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We keep getting bills saying we owe two months service (even though we only owe ONE) The **** has BOTH NUMBERS. I have called numerous times and no one ever answers the phones. I have emailed them numerous times and no one ever responds. We see other services coming through the neighborhood and neighbors that stopped using their service. Im tempted to cancel them, yet there is no option to even do that on their site - only add new service. I want them to reply back to my requests for info and have a number with a REAL PERSON that actually answers the phones. They show that customers are unimportant when they hide behind a phone that is not answered.

  Business response

  07/07/2022

  Thank you for taking the time to reach out with your concerns.  I apologize for the trouble you have had getting through to us on the phone and will have a representative reach out to you by Friday.  Thank you again and I hope you have a wonderful day! 

  Customer response

  07/11/2022

  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.
  
  In their own response, the company said they would contact me by Friday. Friday came and went and they show they care so little for their customers that they cannot (or will not) make any effort to assist. This morning in my neighborhood, I counted over a dozen homes that now use a new service. Its a shame that the company that at least made some effort to be helpful and respond, now chooses to stay behind a phone or email without any response. The *** company that bought out County Waste took a viable business and impeded a long-standing reputation of service. After numerous attempts to get in touch with them regarding bills that appear to consistently attempt to double-****, we never received any response by phone or email. Sending a **** with the proper amount due in one place, but having double the amount due in the portion thats submitted with payment appears an unethical business practice that should be reported to the VA State Attorney General.
  
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  06/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  County Waste/GFL missed pick up of our trash and recycling the week of 5/30th-June 3rd. I reported the missed pick up via their online system and requested a credit for the missed week, but the most recent invoice does not reflect a credit. They also missed the recycling pickup the week of 6/13th-6/17th, and again I submitted multiple requests for missed pick up and requested credit to my account. The invoice I just received is the normal monthly charge with no credits. I have tried to call several times but have been on hold for 20-25 minutes and just gave up. Through the automated system, I have requested for someone to please contact me in regards to the above, but have not heard from anyone. I'm not sure why they feel they can charge for a service they do not provide.

  Business response

  07/01/2022

  Thank you for taking the time to reach out with your concerns.  I apologize your request has not yet been completed and have reached out to the customer service manager to make the necessary adjustments.  I have also requested that they follow up with you about the new status.  I appreciate you bringing this to our attention.  I hope you have a wonderful day!   

  Customer response

  07/19/2022

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by County Waste LLC regarding complaint ID 17466435.
  
  Regards,
  
  Andrea Walsh
  

• Initial Complaint

  06/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For the past month I've been trying to cancel my account with County Waste. Their service (which used to be acceptable) has gone from bad to worse over the past few years and I am no longer interested in doing business with them. Last week I spent hours on hold with their customer service phone line (which they outsource) and they never picked up a single time. I tried them every single day. This is because they stopped answering emails some time ago, and ignored a notice of cancelation which I sent via postal mail. At this point I'm at my wit's end and legal recourse is the only option remaining. It just seems strange to have to resort to that for what should be a relatively simple matter.

  Business response

  07/01/2022

  Thank you for taking the time to reach out with your concerns.  In reviewing your account I do see that it is cancelled as of the end of May.  I apologize for the trouble that you had in reaching us via phone, we do not in fact outsource our calls.  If there is anything additional that we can assist with please don't hesitate to reach out.  Thank you and have a wonderful day! 

• Initial Complaint

  06/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called County Waste in the beginning of May to let them know that I was moving at the end of the month and I would no longer need the trash service. I was told by the representative that I would need to call back 2 weeks prior to canceling my service. The next day, my trash cans were picked up from my house. I called when I got home and was told by another representative that they had no idea why my trash cans were picked up but it would take 4 weeks to get them sent back to my home. I would already be moved in 4 weeks so they said they would put a note for my trash to be picked up without trash cans for the remained of the month. That following Monday when my trash service was to be picked up, it wasnt. I called the company and yet another representative told me that she didnt know why my trash wasnt picked up but she would put a call into dispatch to get it picked up by that Wednesday. Of course Wednesday and no trash picked up so I called back again and yet another representative stated that they didnt have enough drivers to make a special trip to pick up my trash! They said they would not be out again until the following Monday! I agreed and that following Monday the trash was picked up. Then the following week comes and goes and no trash pick up again, then the following Monday which was supposed to be my last pickup, nobody picked up. So I have new tenants in my old home and what do they find when they go to move in?? Trash in the front of the house because it hasnt been picked up again! I refuse to call these people again because I have gotten a different story/answer every time I called! Its absolutely ridiculous that I paid for trash service for the month of May and only 1 time did they pick up my trash. This has been a nightmare with this company. The whole issue was that my trash cans should have never been touched until the end of my service. The representatives have no control or idea of what they are doing!

  Business response

  07/01/2022

  Thank you for taking the time to reach out with your concerns.  I apologize that the carts were removed in error as well as for all the miscommunication that followed.  I have sent your request to our customer service manager so that we can ensure that your account was closed properly and any needed adjustments can be made.  Thank you again for reaching out, I hope you have a wonderful day! 

• Initial Complaint

  05/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Recently County Waste was acquired by GFL Environmental. I had been paying my **** online for years and was registered on their website for automatic billing at no additional charge foe mailing statements. I paid my most recent **** in advance on April 26, 2022 because it had not been generated yet through their website. On April 30th I received a **** in the mail for the $18.80 I had already paid and they were adding an "administrative charge" for $1.95 for the ****. They did credit me for the $18.80 I had already paid but the $1.95 administrative charge was remaining. There had not been ANY notice of this new charge and the "fine print" advised to sign up for their online billing to avoid the charge. I called the local office at ************ and after waiting 30 minutes I finally spoke with a rep named ***. I asked to please remove the $1.95 fee since 1) I had already paid the **** in advance and 2) I had signed up for their new online (no charge) billing before placing the call. *** refused to credit the fee and advised that NO ONE there would be able to accommodate me. I asked for a supervisor and was told it would/d take ***** hours. That was over a week ago. I would like BBB assistance in resolving this issue.

  Business response

  07/01/2022

  Thank you for taking the time to reach out with your concerns.  I apologize for the trouble that you had during the change over in our billing system. I have reached out to the customer service manager on your behalf to have the fee waived and to review what occurred.  I appreciate you brining this to our attention and hope you have a wonderful day!   

  Customer response

  07/07/2022

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  05/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried repeatedly to reach County Waste by phone to cancel my service. Three days I have placed many calls and held on for as long as 40 minutes. I have never gotten through to an agent. I have emailed them to cancel my service by end of this month and asked them when can would be picked up. No answer. Very frustrating to deal with this company.

  Business response

  06/27/2022

  I apologize for the trouble you have had getting through to us on the phone.  In reviewing your account I can see that you were able to have the account cancelled.  If there is anything that we can assist with in the future please let us know.  Have a wonderful day! 

• Initial Complaint

  05/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a new resident at a home in central VA. The previous homeowners appear to have used County Waste (now I suppose owned by ***?) waste removal services. We have decided to go with another company for waste removal. I have been trying to contact someone with County Waste/*** for several weeks. I have called and have never been able to connect with a customer service representative (I have remained on hold each time I have called, unable to leave a voice message, and no one has answered my call). I have left a message on the *** website for service. I would like these County Waste trash cans removed from my property but have been unable to connect with someone to make this request. I am disappointed and frustrated by not being able to make contact with this company to have their trashcans removed.

  Business response

  06/27/2022

  I apologize for the delay in removal.  If you could please have the can visible from the road we will have a driver out this week to remove it.  Thank you or talking the time to reach out, have a wonderful day! 

• Initial Complaint

  05/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted ********** Waste Services in early March ******************************************************* April 2022. At the time, their website enabled application to sign up for services quoted $28 dollars for residential trash and recycling services. I was sent an invoice to begin services that had $30 as the service charge. When I contacted the company regarding the difference in charges I was informed the extra $2 per month was due to new county regulations for yard waste pickup. I have paid for this service, yet have not receive the stated service to date. When I contacted the company today to complain I was then and only then informed that yard waste service is every Wednesday. The representative could not provide pick up today so I informed her that I would be submitting a complaint and wish to be refunded for the services I have paid for but not received due to the company's inability to convey the proper information in 4 previous exchanges including when I signed up for the services.

  Business response

  06/27/2022

  Thank you for reaching out with your concerns.  In your area, the County of Woodbridge, there is a specific way in which yard waste must be disposed of which incurs an additional cost of $2.  I apologize for any confusion or misunderstanding when your account was created.  If there is any additional questions that we can answer please don't hesitate to reach out.  Thank you! 

  Customer response

  06/28/2022

  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.
  
  

  The basis of my rejection is for 6 weeks I attempted to have yard waste collected. I used the prescribed bags and placed the waste at the curb the evening prior to pick up and it was never collected. I was forced to dispose of the yard waste myself. As I will not be requiring GFL/********** Waste to collect yard waste in the future, I demand a refund of paid yard waste disposal services not provided and a cessation of any future yard waste billing.
  
  Regards,
  
  *********************
  
  
  
  
  

  Business response

  07/01/2022

  I apologize that we were unable to provide the service for you.  The request to refund the yard waste charges and remove the service from your account has been requested.  Please allow one billing cycle for this to reflect on your account.  Thank you again for reaching out.  

• Initial Complaint

  05/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today is the second week my garbage has not been picked up. I have called every single day this week multiple times. Staying on hold for 10-30 mins at a time. Tried different extension numbers. I cannot get through to anyone. How can a business not answer a phone 4 days in a row? Why am I paying for a service that doesn’t provide what is promised? This is unacceptable and I’m very unhappy I ever switched to their services.

  Business response

  05/16/2022

  I apologize you are having difficulties with your service, unfortunately you have reach the ******** operations.  Please reach out to your local BBB for assistance.  Thank you and have a wonderful day! 

• Initial Complaint

  03/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Our Trash service was not picked up on Tuesday, March 15. When i called in to ask why, I was told the account was locked and could not be opened. They said the card on file expired in November 2021 which it did not. They also said someone had called in to take our account off of autopay on December 21, 2021. No one called them or authorized any changes. we have verified our phone records to prove this. The email that we get our autopay statements to has not changed since service was established in 2016. Why did they allow this to continue and not contact the customer?? They offered no resolution!!! We have a family of five and our cans are full. The customer service is terrible and they offer no higher person or corporate number to speak to anyone regarding situations that that are not equipped or authorized to handle.

  Customer response

  04/29/2022

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

*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. ↩