ComplaintsforHarter's Fox Valley Disposal, LLC

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pay for their yard waste service. Last season they'd pick up every friday around noon, with no problems. This year however, they're also supposed to pick up fridays, but now don't come until around 4. Last Friday they didn't pick it up. I called just before they closed, and the girl said they should be here soon. I asked if she can radio them , she said she'd call back. She called back and said she didn't know why it wasn't picked up, that they were short of drivers... I said I paid to have it picked up, not to pick it up only if you have enough drivers. She said she'd see what she could do. They picked it up the next day, Saturday. This last Friday, June 14th, they didn't pick up again. I called, but they were closed already for the weekend, so I left a message. Today, Monday 17th, called again and told them they didn't pick it up again. She had to check with drivers, called me back and asked when I had my bin out. I said I put it out on Thursday, since last year they came earlier and now they always come later, I wanted it out just in case of earlier again. She said the driver said he came by and it wasn't out. I said BS! I was outside working in the yard and even added to the bin while I was gardening. He never came by. So they're telling me the week before they didn't have enough drivers, but now he drove by and my bin wasn't out?! Lies, shoddy service. I don't mind paying, but do the job when you're supposed to! It sets me back every time when I need to use the bin that's still full. I paid for weekly pick up, just do it.

  

  Business response

  06/18/2024

  Thank you for you communication regarding yard waste service in ****** Ln vicinity of ******. We strive to continually do our best to service customers; however, unforeseen circumstances can at times inhibit that service from happening as expected. When service interruptions occur we strive to "make it better" in whatever way we can. I am happy to hear that when you called, they were able to pick your yard waste container the next day. It appears that *** have been the week surrounding the holiday. All residential services, including yard waste runs 1 day behind when the holiday falls on a weekday prior to the service, hence the Saturday pick up. I did track our trucks responsible for the service the following 2 weeks and according to the **** they were by your location at 9:36a.m. and 9:28a.m. respectively. The times that we service individual locations can vary each day based on routing, construction, driver availability, etc. We have noted your location for our drivers and they will strive to ensure that your yard waste can is serviced appropriately in the future. Thank you again for your communication. 

  Customer response

  06/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I understand about the holiday and they did pick up the next day, BUT they were NOT by my residence this last Friday.  As I stated, I have my bin out the day before, on  THURSDAYS. I also told them I was out in the front yard all day cleaning out the gardens. They did NOT come past my house. I continually added to the bin the whole day. If your driver was on Oriole Ln,  it wasn't near my residence. He missed me. Just stop making excuses. 
  
  Regards,
  
  *****************************

  

  Business response

  06/28/2024

  Thank you for reaching back out to us regarding your concerns. I have attached date and time stamped GPS data from the dates in question which was the basis of our response. I believe when you called the ******** office regarding your concerns, our dispatcher did send a driver back to service your containers as soon as we were able. We take pride in consistently servicing our customers and acknowledge that misses do occasionally happen, at which time, we strive to make things right. If you continue to be unsatisfied with the yard waste service, please call our office *************) and we would be happy to work with you to retrieve your yard waste container and refund you this year's charges equal to the remainder of the yard waste season (April-October). 

  Thank you again for your communication.

  The ******** Team

  Customer response

  06/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Oh please! The least they could've done was use a CURRENT PICTURE! The ones they used are OLD. The circled pine tree in our neighbors yard hasn't been there for at least 5 years! It also doesn't show our fence which surrounds our property, which has been there for 4 or more years! The other picture I provided shows our fence, and the date says a year ago. Just stop with the lame excuses and lying, admit you were wrong. MY BIN WAS OUT. I am paid through the end of the season, the end of October, then you can collect your bin. 
  
  Regards,
  
  *****************************

  

  Business response

  07/01/2024

  Good Morning, 

  Thank you once again for your communication. As I noted, once you called our office, we made every effort to service your containers as soon as possible, regardless of the *** data. If you continue to be unsatisfied with the service provided, you are welcome to call our offices at ************. We would be happy to work with your to retrieve your yard waste container and cancel your service, providing a refund for the seasonal charges that would not be fulfilled. 

  Sincerely, 

  The ******** Team

  Customer response

  07/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Still no apology for actually calling me a liar about my bins being placed out in time. So it's a take whatever service we give you, no apologies. Even if you did come and get the bin after the complaint, is no excuse for calling me a liar and providing false information as your proof. Checking with a lawyer for this.
  
  Regards,
  
  *****************************

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  More often than not this company does not follow through on their trash and recycling removal. I often end up going weeks with them not collecting our bins, and when they do collect them they leave them blocking either the street or alley I live adjacent too. As well as dumping most of the trash and recycling on the street and our yard. They have zero punctuality as I see them drive past at several different hours of the day for the same route. If it wasnt apart of our agreement I would simply switch companies or just take the trash to a dump myself. All I ask is that they do their job, and if I am doing something wrong, they leave a note on the bins/door so I can fix whatever it maybe. Because as of right now, they are just simply passing my house. Thank you.

  

  Business response

  06/02/2023

  Thank you for your communication. We take our customer service very seriously and communicated with you today regarding this issue. If you have any additional questions, please don't hesitate to let us know. Please know that all trash and recycling needs to be curbside by 6a.m. as our routes do begin early in the morning and many routes run throughout your area during the week, so you may see our trucks on various days and times completing different/adjacent routes. We have addressed your concerns with our operations team and the driver responsible for the route. Please let us know if you have any other issues. Thank you again for your communication and we look forward to serving you in the future.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we first moved into our house, Harters backed into our Jeep. The office lady lied about the backup cameras. The owner was rude, yelled and swore at my fiance. Now the past two weeks our garbage hasn't been collected. Last week when I called, the rude lady said "well, was the garbage in the can". Yes. And now this week the driver said the lid wasn't closed so he can't pick it up but we watched our neighbors get theirs collected without their lids.

  

  Business response

  12/15/2022

  Unfortunately, we have no record of any damage being done to a vehicle during that time frame, nor was any police report filed or submitted to us. It is our policy to address any issues of the type in a timely manner. For the trash collection services, if there are items sticking out of the container that prevents the container from being emptied safely, we are unable to service it. We advise our customers to remove any obstructions and ensure that the lids are able to close so that we are able to service during their next scheduled pick up.

*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. ↩