Complaints

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:01/31/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Apex Waste (*************) has continuously charged us (my wife and I) for weekly trash pickup services, while rarely showing up. At the moment, it has been 3+ weeks since last pickup, I have called numerous times and been told 3 different times in the last week alone that someone will come out to pick up the trash that is now overflowing and piling up beside the bin. This has happened numerous times over the last few months with another 3 week stint of no pickup occurring just before this one. Every time I call, the people I speak to simply say things like yeah, I can see you werent serviced but theres no notes so Im not sure. It seems that as theyre the only option available in the area, they dont care to provide the service youre paying for, and you have no other option in the area so it just seems like a tough luck situation as a customer. Paying ~$50 a month for weekly pickup and having to worry about when or if the trash will even be picked up is absurdity. The lady I spoke to today was nice enough to offer a partial refund, which is appreciated, but I just want the service Im paying for to be carried out!

• Initial Complaint

  Date:01/22/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We have been Infinite Disposal - now APEX Waste customers, for nearly 3 years. Our experience started off very well. Recently they came under new ownership with Apex Waste. Our service has deteriorated as a result. The most recent incident was yesterday, January 21st 2025, a Tuesday, which is our regular trash pick up day. The trash was never picked up for us our any of our neighbors. When I spoke on the phone today, Wednesday January 22nd 2025, I was told by their customer service representative that their trucks did not start up on time yesterday, I believe because of the extreme cold weather we have experienced in the area recently. They thought they would make it to our home, and they did not. They did not notify us as they have in the past if they were running late. I said, okay, "you're going to pick up the trash today then, right?" They said no. They would not be back for one more whole week at which time they would pick up our extra trash then. I told them this was unacceptable, our trash can was completely full and we have no other place to put it in the meantime. They also couldn't assure me that their trucks would not have issues starting up again, next week. I asked to be transferred to a manager. The manager also had no interest in offering help. I cancelled my service on the spot. They made no offer to refund our service, though they breached the contract, which was an agreement that we would pay them every 3 months for service, which we have done... and they would pick up our trash EVERY WEEK. Not every other week. I would like a pro-rated refund of the rest of this billing cycle. We paid $59.30 in December 2024 for the current billing cycle. I have our last invoice, but it will not attach on the BBB website without creating an error message.

• Initial Complaint

  Date:11/18/2024

  Type:Sales and Advertising 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.

  I havent had my trash picked up for weeks. I call them and no one returns my calls. I have made ******** posts as well. I am one of at least 67 residents with the same problem. Some people have gone as long as 6 weeks with no pickup. We need some assistance as this is the only trash service in *************. This company is taking our money and not providing us with service.

  Customer Answer

  Date: 11/21/2024

  Could you please change this to resolved? I have resolved this with the company ****** *****

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This waste pick up company will not give me a trash pick up schedule Ive called 8 times with no help they said several differen dates for pick up but it doesnt happen in disabled and need a actual pickup day!!!

• Initial Complaint

  Date:10/14/2024

  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 weeks ago (mid/late September) while moving to set up trash pickup service at my new home. It was to start Oct 14. Waited and waited for a garbage bin/tote to arrive to put my trash in. Finally on Oct 10, I called to find out when the tote would show up. I'd been storing trash bags in my garage for weeks now. They said they'd deliver it on the 14th, the first day of service and that I should just set the trash bags out. Mind you, I live in the middle of animal country. Bears, moose, and all types of other animals are in my yard daily. I raised the concern that animals were going to get into the garbage. They basically said too bad. I asked if they were going to pick up the trash after it was scattered by an animal. Their response...."oh, no, we charge extra if an animal got into the trash and we pick it up". To refresh, they tell me to put the trash out for pickup without a tote when there is a 99.9% certainty that an animal will get into it and then they're going to charge me extra for having to pick up the scattered trash. Great business model! Oh, but they will do the courtesy of prorating my trash pickup for the month since they would only be picking it up twice instead of 4 times and they let me know how wonderful they are to do that.Oct 14 arrives and the tote is delivered. I start down the driveway with it and make it 10 feet when a wheel falls off the tote. I call them and tell them to forget it. I'll go with another company and they need to pick up their broken tote. They refuse to refund my prorated monthly payment despite them never having picked up my trash. So I just paid $14.62 to have a broken tote delivered and picked up and got to deal with the headache of multiple phone calls for absolutely no service. I WANT MY $14.62 BACK, YOU CROOKS!

  Business Response

  Date: 10/21/2024

  Hello,
  
  We apologize for the inconvenience and understand your experience fell short of expectations. Typically, carts are delivered on the first day of service unless a prior request is made and availability allows. We regret that this was not communicated clearly, leading you to call for an update. 
  
  Regarding the cart, the wheels and axles should lock in when firmly pressed. It seems that something may have interfered or the wheels werent fully secured at delivery. We understand the frustration this, along with the communication issue, has caused, and its not how we aim to do business.
  
  Wed love the chance to make things right and keep you as a customer. If youve already canceled or choose to, please call and ask for the customer service manager for a refund of $14.62.
  
  Thank you.

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22420846
  
  I am rejecting this response because:

  I think I made it pretty clear in my complaint that I want a refund of the $14.62  I shouldnt have to call in yet again to get the refund.  Just refund the money already.  

  Sincerely,
  ******** **********

• Initial Complaint

  Date:10/09/2024

  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.

  Company bought out the two trash services in *****************************, then raised rates with no notifications to customers.

  Business Response

  Date: 10/17/2024

  Hello,

  Thank you for reaching out. We typically try to give notice as much in advance as possible. This particular letter was sent in September for your October Statement. If you did not get this notice please contact our team to make sure we have up to date information. As for the price Increase, we truly only increase as needed to keep up with Inflation. We do this so we can provide competitive wages, safe vehicles and training, and up to date technology to service our customers better. I believe our **************** Manager reached out to explain these topics as well but if you have any further questions, please don't hesitate to reach out. 

  Thank you,

  The Apex Team

• Initial Complaint

  Date:09/18/2024

  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.

  This company is not does not care about it employees or there safety. all they care about is there name half there trucks are broken down or send trucks out that should not be on the road. Theses trucks really need a good dot inspector's to come visit them most of the fleet is broke or on the way out leaving drivers stranded.

• Initial Complaint

  Date:07/19/2023

  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.

  Started services in June. Paid for 3 months of service but cancelled after 3 weeks due to unprofessionalism. The workers would walk onto my property on the days the trash cans were not set out, instead of skipping it for that day. I cancelled service, was told a final trash and recycling would occur before cans were removed from the property. Final pickup the week of the 4th was not executed, so when they came to remove the cans, they were full, therefore not removed from the property. The company invoice shows that my cans were not left out that day but I have video evidence of them being out.I spoke with their office that week and they put in a work order for trash and recycling to be serviced on the 10th, but only trash was. When they came to remove the cans the following week, recycling was still full. The workers came onto my property once again, and took the recycling contents and placed them in a difference service providers can. They literally passed off the trash to another company instead of picking it up themselves.I requested a refund for the services not provided. ******* at the main office said theyd waive the $45 pickup fee and refund an amount. They only gave me an $18 credit for all of this and still charged me for the $45 pickup. This company continuously came onto the property, lied about services on 7/4 and passed off trash to another company. I have videos and pictures of it all.

  Business Response

  Date: 07/26/2023

  Hello!

  We sincerely apologize for this situation. We strive to provide a very professional customer experience. Our drivers try to go above and beyond in service, which is why, if they see a customers cart not by the curb, they will try to help the customer by servicing it anyways. Many of our customers appreciate this gesture, however, we do understand your frustrations that we provided the service when you did not want it and were uncomfortable with our drivers walking up to retrieve your cans. On 7/19 you were refunded $55 for a total of $73.87. We appreciate your feedback and we will take this opportunity to coach up our drivers and delivery/removal specialists on removal procedures. Please know that 100% customer satisfaction is our management team's top priority and we hope to service you again in the future.

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20343464
  
  I am rejecting this response because I paid for 3 months service and cancelled after only 3 weeks of service, so the refund should be prorated for that duration. 
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 08/01/2023

  This company has also refused to give any defense to them lying about the cans being on the curb for the week of 7/4, and the fact they passed the recycling materials onto another company. For these reasons, I believe I should be given a prorated refund for the 3 weeks I received service. 

  Business Response

  Date: 08/17/2023

  Hello,

  
  After reviewing the situation again. You signed up for services and were charged $96.72 for JUN/JUL/AUG for the service and rental of the 2 cans and charged a $48 delivery of the cans for a total payment of $144.72. We waived the removal fee and refunded $55 for the Recycling you did not receive in June and the removal fee in lieu of service paid for and not received due to cancelation in JUL/AUG. You were also refunded $18.87 for services not received due to cancelation in JUL/AUG. You were refunded a total of $73.87 of the initial payment of $144.72, leaving a difference of $70.85. Your initial cart delivery was $48.00 which is non-refundable, leaving an outstanding total of $22.85 for service provided in June and the cart rental. We believe full service was provided in the month of June. Your cancellation was due to our driver coming onto your property because he was trying to provide above-and-beyond service by grabbing your can because he thought that you might have forgotten to set out in the morning. Our drivers are often greatly thanked for providing that extra service. We apologized at the time of the incident for making that assumption and said we would note on your stop not to go onto the property and not to provide service if your cans were not out at the curb. You continued with the cancellation without giving us a chance to make it right and provide you with our new specified services. We apologize again for the situation and have confronted our team on the situation as a teaching moment but we stand by the amount refunded and services received.
  

  
  

  Customer Answer

  Date: 08/24/2023

  The cancellation was also due to their drivers lying about services issued on July 4th. The driver stated my cans were not out, when in fact I have video proof that they were. Once again, this company has failed to acknowledge that lie, and then they passed off trash to another company. Neither issue of which **** had commented on or defended. I stand by my cancellation.  

• Initial Complaint

  Date:06/16/2023

  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.

  Apex Waste continues to not take all of our trash, and they recently took one of our trash cans and did not replace it. We had to purchase a new one. We are allowed up to 2 bins of trash, and as a family of 6, we use both waste receptacles. They refuse to dispatch someone to come back out and take the remaining trash that they leave. This is a repeated issue with this company month after month. We have called them and attempted to resolve this matter directly with them to no avail. We are in a contract through our HOA, or we would go elsewhere. Our desired resolution is that pick up all our trash each week.

  Business Response

  Date: 06/26/2023

  Thank you for bringing this issue to our attention. Our VP personally reached out to figure out what could be causing this issue. The truck that services that area cannot dump the large items that were in the customer's can per our acceptable limits. We were still able to send a different truck back, the same day to get the trash. We reached out to the customer to resolve and explain the issue. The customer was pleased by our effort to fix the situation quickly and is happy with our service. Please know that 100% customer satisfaction is our management team's top priority.

• Initial Complaint

  Date:02/02/2023

  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.

  We are attempting to cancel service with our trash provider, Little Dumpsters, after repeated missed weeks of pickup during the month of December, during which time trash piled up to unsanitary levels for weeks on end. We called on Christmas Eve to cancel service and set a final collection date of January 10. Meanwhile, we hired a new company and received their cans, so we now have 6 trash cans in our yard. Little dumpsters has told me in weekly phone calls from January 10 onward that theyre coming to collect the cans. They havent come. Every time I call they set a new date. Meanwhile, some of our neighbors keep calling in a code violation w the city of centennial bc of all the trash cans. We are being threatened with a noncompliance fine if we dont have the cans removed, but I am at a loss as to how to get this company to respond. Im also 8 months pregnant and having a high risk pregnancy w mobility issues, so I cant exactly toss these cans in a truck and haul them away myself. We are contesting the payment of whatever our final billing cycle ends up being, and we need these cans removed asap. Any help would be much appreciated.

  Business Response

  Date: 02/15/2023

  Thank you for the opportunity to respond.   We did receive a call from ******** on January 10th to cancel service.   According to our notes, she called back and scheduled a final pick-up for January 27th which delayed the cancellation to that day.  The notes indicate that is when her new service provider was going to start collecting.   Service was canceled after that date and the carts were removed on 2/10/23.   In January, we did have service issues in her area due weather which we sincerely apologize for any frustration/stress this may have caused.   In addition, our cart recovery crews were taking longer than normal to keep up with their cart recovery schedule during the storms.   We waived any cancellation and cart recovery fee (usually $48.00) given there were service delays which led to her decision to cancel.   

  We sincerely apologize for any delays in her service and we are aware of any inconvenience this has caused.  

  Regards, Little Dumpsters 

  Customer Answer

  Date: 02/15/2023

   
  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, however, they are incorrect in their statement of our extending services to January 27th. We called and cancelled our service on Christmas Eve after repeated failures to pickup trash and deteriorating sanitary conditions. We asked for a service end date of January 12th, which is also when our new service provider began collection. I have receipts from the new service and can demonstrate the veracity of this. We did not have a trash pickup from Little Dumpsters past January 12, and we will not be paying for any services alleged past that date. We had, instead, several visits from the city of Centennial code enforcement for having our cans sitting out for weeks, because each week when I called to ask when the cans were being collected, I was told this Friday. This went on until this past Friday, February 10th, when the cans were finally retrieved by the company, one month after the cessation of our service. We are now under scrutiny of aesthetically minded neighbors who are upset enough about the cans being out for so long that they keep calling the city to complain. 
  

  we are relieved the situation has finally been resolved, and we sincerely hope the company will not put future or present customers through the same experience.
  
  Sincerely,
  
  *******************************