Complaints
This profile includes complaints for Flood Brothers Disposal/Recycling Services's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 43 total complaints in the last 3 years.
- 16 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/04/2025
Type: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 am filing this complaint against Flood Brothers Disposal *** due to a breach of contract and their failure to resolve a billing dispute in a fair and timely manner. Below are the key issues:Unauthorized Rate Increases:Flood Brothers increased my service rates without providing proper notification as required by our contract. The contract states that any rate changes must be communicated to me, but I was never directly informed of the increases. Instead, they claim that a generic statement on invoices (e.g., when hauling costs increase you could see unit increase) constitutes proper notice, which is insufficient and misleading.Overcharges:As a result of the unauthorized rate increases, I have been overcharged for several months. Flood Brothers has refused to fully compensate me for these overcharges, despite my repeated requests.Failure to Resolve the Issue:I have made multiple attempts to resolve this matter directly with Flood Brothers, including requesting that they revert to the original contract rate, lock in that rate for the remainder of the contract, and provide a credit for all overcharges. Alternatively, I requested that the contract be canceled without penalties. However, Flood Brothers has refused to honor these reasonable requests and has instead offered a partial resolution that does not address the breach of contract or fully compensate me for the overcharges.Refusal to Cancel Contract Without Penalties:I no longer wish to use Flood Brothers services due to their breach of contract and lack of accountability. However, they have refused to cancel the contract without imposing penalties, which I believe is unfair given the circumstances.
Business Response
Date: 03/04/2025
we have attempted to resolve this issue several times. The last communication was in February. The customer wanted to cancel ******************** outside of the terms of the service agreement, we provided the agreement as well as their legal options.Initial Complaint
Date:01/22/2025
Type: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.
They don't stand by what they preach. Back in November the garbage man crushed my personal aluminum trash can with only sticks in it and they, specifically ******* Flood, refused to respond to my numerous emails, requests for a call back on a resolution from anyone for over 2 months and then ultimately refused to pay $40 to have it replaced or deduct it from my bill. Their lack of consideration for my property being damaged and taking responsibility for their employee's wrong doings provides a horrible customer service experience. I will be cancelling service with them and I'm sure I will run into issues getting reimbursed for the next 2 months I've already paid for in advance.Business Response
Date: 01/22/2025
We apologize for the issues that have occurred with the container. The style of container you have is not made to be used for the new way residential services are provided. The type of container you use was used when the services were all done by hand. Know they are all down using arm claws. We always recommend using our containers and or rubber made containers.Customer Answer
Date: 01/22/2025
Complaint: 22843095
I am rejecting this response because:
Sincerely,
******* ****Customer Answer
Date: 01/23/2025
A resolution was not provided. The fact still remains is, they damage my personal property and refuse to take ownership of that. My valuable time was wasted due to refusal to respond to multiple emails and phone calls to resolve this matter with the company directly. There has never been any correspondence to say only use rubber or plastic containers (they already ruined my plastic one and crushed/cracked it as well).
So I would like the company to own up to their mistakes and replace my item or provide funding/reimbursement ($40) to have it replaced.
Business Response
Date: 01/24/2025
We would not be able to replace the personal bin. We will, however, provide you with a 1-month credit for the inconvenience and time you spent reaching out to us.Customer Answer
Date: 02/06/2025
Complaint: 22843095
I am rejecting this response because:The resolution provided by flood brothers would not be sufficient for the simple fact, I no longer have an account with them.Therefore, a 30 day credit will not be beneficial. I am asking they reimburse me the $40.00 to purchase a replacement aluminum garbage can that was destroyed by their employee.They also still owe me for the pre-paid months of February and March as mentioned I closed my account with them based on their unprofessional behavior.Thank you in advance for your time and assistance on this matter.
Sincerely,
******* ****Customer Answer
Date: 02/10/2025
Complaint: 22843095
I am rejecting this response because: Flood Brothers mentioned this as their resolution: We would not be able to replace the personal bin. We will, however, provide you with a 1-month credit for the inconvenience and time you spent reaching out to us.
However, I cancelled my account with them on 1/31/2025 due to their unprofessionalism. Therefore, they cannot provide a 1-month credit to an account that is no longer active/open. Unless they plan to reimburse me the full $117.62 (pre-paid for Feb, March and April) rather than just March and April since the account was closed.
I would like some type of clarification on this matter please.
Sincerely,
******* ****Business Response
Date: 02/11/2025
Yes, you are in the system to receive a refund check. The check is for $85.16. We will be mailing it to *****************************************Customer Answer
Date: 02/11/2025
Complaint: 22843095
I am rejecting this response because: you already owe me the $85 already since 3 months is pre-paid and my account was canceled end of January. If you initially offered a free 30 days then I am requesting the full $115 returned to me. Or an additional check for the $40 for the trash can on top of the $85 owed.
Sincerely,
******* ****Business Response
Date: 02/11/2025
the credit was offered of a free month of service. The refund is for what services you paid for that will not be provided since the account was cancelled. The refund can only be applied to what was paid for in services.Customer Answer
Date: 02/20/2025
Complaint: 22843095
I am rejecting this response because: I am not getting correspondence when the business replies and now the case is closed. They are stating: you are in the system to receive a refund check for $85.16. The credit was offered for a free month of service. The refund check is owed to me for the 2 months of service that will not be provided because I cancelled the account. Them offering me a credit for a free month of service is not applicable because I don't have an account with them. So, I want to know what other means they plan to resolve this matter. Therefore, I'm rejecting their response. Thank you.
Sincerely,
******* ****Business Response
Date: 03/03/2025
I am not sure why the correspondence had not been sent to you. We apologize for the inconvenience this may have caused you during that time. As previously stated, the free month of service was offered to you prior to the decision of you cancelling services. Had you continued with our services that free month of service would have been provided. The credit refund that was issued to you, can only be for what you have paid. We cannot give you a refund for something that was not paid.Initial Complaint
Date:01/14/2025
Type: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.
Im submitting this complaint in hopes of obtaining a refund of an overpayment on the residential account for a home we sold in ***** Stream October 4th 2024. Our service address was *************************************************. We received our final statement for $38.70, which did not include the notification that an auto withdrawal would occurred, so we paid the balance of $38.70 with our check # ****. Subsequently an auto withdrawal for the same amount was processed 10/***** wife has reached out to your staff on two occasions, 12/12, and 12/19/24. Most recently spoke with Lily, and left a voice mail for **** Flood, unfortunately weve received no response nor indication this matter is being resolved.We've sent emails through the contact us page on the Flood Brothers website. Additionally I have sent emails to both ******* and **** Flood on 1/10/25. Please advise when we can expect to receive the refund of $38.70 at our current address below.*** and **** ***** ***************************************** Regards,*** ***** ************Business Response
Date: 01/15/2025
Yes, we have the refund in the process. The over payment was mailed in on 11/4. We have processed your refund since then and will be mailed within the week. We apologize for the inconvenience in this process. It normally takes 8-10 weeks for the refunds to be processed.Initial Complaint
Date:12/24/2024
Type: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.
Flood Brothers had an issue where our entire towns bills were not sent out or received and we received a pink slip that was left on our garbage can however there was no information on the slip informing us that we needed to call or we needed to pay the bill. When I called they told us that they were going to charge us an additional $25 to have some come out and have our garbage picked up. I spoke with the supervisor and the supervisor informed me a mass communication was sent out when I informed the supervisor that we did not receive any communication. He told me that I was a liar that we did receive the communication and that they will not be helping us unless we pay. I dont believe we should have to pay for an issue that was out of our control or that we were not aware of. Our garbage is full and now has to wait another week to be picked up.Business Response
Date: 12/24/2024
We spoke with ******* this morning about this situation. We informed ******* that for the last 2 weeks, our driver tagged the containers with pink stickers. This was to have the residents call our office to correct the payment issue. We also had a robo call and email that was done on 12/10. ******* was informed that there was a $25 return fee since the driver was there Monday morning but did not service because of the past due balance. ******* called our office on Monday at 12:02pm and paid the balance. Since that was done after the driver left the area, the $25 fee would be needed to send a driver back to the area.
Initial Complaint
Date:12/13/2024
Type: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.
We have repeatedly witness Flood Brothers mixing our trash and recycling into the same truck. They claim that they sort later; however, they have provided separate trash and recycling bins, indicating that they recycling should be separated. We attempted to terminate our contract and were refused. We would like Flood Brothers to agree to terminate our contract without penalty.Business Response
Date: 12/16/2024
we will have someone from our sales team contact you to discuss this matter further.Customer Answer
Date: 12/20/2024
Complaint: 22685079
I am rejecting this response because: the business has not made any contact that references the BBB complaint. They sent one letter that was requested prior to initiation of this BBB case.
Sincerely,
***** ********Business Response
Date: 12/23/2024
We left a voicemail on Wednesday. *** ****** did not hear back from anyone. The voicemail was left at 2:47pm on 12/18.Customer Answer
Date: 12/26/2024
Complaint: 22685079
I am rejecting this response because: Toms voicemail asked if I had received the letter which I had discussed with *** ***** to initiating a BBB complaint. I subsequently received the letter, which did not address the BBB complaint. To date, I have no received any communications from Flood Brothers (besides the communications here) that mention a BBB complaint.
Sincerely,
***** ********Business Response
Date: 12/30/2024
we will have *** ****** contact you again to discuss the service agreement and the cancelation process.Customer Answer
Date: 01/08/2025
Complaint: 22685079
I am rejecting this response because: still no reply from business to requested email.
Sincerely,
***** ********Business Response
Date: 01/20/2025
according to our records *** has spoken to the property about this issue. We have resolved this issue according to our records.Customer Answer
Date: 01/21/2025
Complaint: 22685079
I am rejecting this response because: Based on emails with ***, we have reached an agreement in theory. However, we are still waiting for signed letter (per Flood Brothers terms) specifying that services will terminate on 03/31/2025 and that we will only be liable for invoices sent in January 2025, February 2025, and March 2025, with the final invoice sent in April 2025. Toms last email did not specify what once all invoices are paid in full included.
Sincerely,
***** ********Initial Complaint
Date:11/14/2024
Type: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.
On October 30, 2024, I mistakenly electronically paid Flood Brothers $2,191.79 instead of my mortgage company. I called them on October 31st and explained the situation. The employee told me I would receive a call from someone. On November 1st, I called the company again. The employee acknowledged the payment was received and that someone would call me. I offered to pick up the check rather than go through the mail. I called again on November 1st, 4th, and 6th. I requested to speak with supervisor multiple times and was to no one was available. On November 6th I left a voicemail for ****** Flood, supervisor, requesting he contact me. I have yet to receive a phone call from any employee at the business or a refund check more and today is November 14th. We are in good standing with Flood Brothers and do not currently owe them payment.Business Response
Date: 11/15/2024
We have the refund in the system to be cut and mailed out. We are doing our run of checks Tuesday and will be mailed out Wednesday. We normally do refunds 2xs per month.Initial Complaint
Date:10/24/2024
Type: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.
Flood brothers comes down our alley to collect garage every Monday and Thursday morning BEFORE 4 am. Which is illegal and against the noise ordinance. The aldermans office reminded them of the ordinance and they still continue to do so.Business Response
Date: 10/24/2024
Thank you for bringing this to our attention. We will speak with the drivers in this area and will make sure the drivers are aware of the time restrictions.Initial Complaint
Date:09/27/2024
Type: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.
Flood Brothers had me set up autopay to pay for my utility bill with them revolving around trash pickup. The autopay system has failed on two separate occasions and. On the first occasion they tried to charge me a late fee stating that its not there responsibility to make sure the payment goes through. Thus led to a standoff in which they refused to pick up my garbage for many many months after but still charged me repeatedly for use of a service that they were not providing. The customer service team was abhorrent and rude and beyond unhelpful. When I finally had to cave and have my trash picked up again the very next time I was set to pay the auto pay function didn't work yet again. This time it was called a fraudulent charge. It is beyond ridiculous that a garbage company can just do as they see fit and get away with it whenever they please.Business Response
Date: 09/27/2024
I spoke with ****** the last 2 days and neither phone call did anything of these issues come up. The original issues came back in 2023. On 2/27/23 we attempted to run the credit that ****** provided for automatic payment. That card came back because of the expiration date on the card. We attempted to correct his issue for several months but never heard back from ****** until 8/31/23. At that time, yes there were fees for the past due balances. We had gone over 7 months without a payment.
The current issue that was resolved today stems again from the automatic payment not going through. The payment for the automatic payment was attempted to be run on 9/26/24 but did not go through. The report that we received was that it was suspected fraud. The credit card that ****** provided today for the payment was different from the credit card we had on file for the automatic payment.
Initial Complaint
Date:08/22/2024
Type: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 have been waiting and waiting and waiting for my recycling to be picked up. When they fail to come get the recycling I call. I have called 10 times in the last 3 weeks and still nothing.Business Response
Date: 08/22/2024
we spoke to someone from that area this morning. We do have a driver going back to get everyone's recycling serviced today.Initial Complaint
Date:08/22/2024
Type: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 paid Flood Brothers $50.00 for a new garbage can. It has been now more than year and they are refusing to deliver the garbage after I paid for it.Business Response
Date: 08/22/2024
We would not have charged $50 to replace carts. We have no record of this payment, and we have no record of the cart replacement being requested. Who did you make this payment with? When was this request made?
What is wrong with the carts?
Customer Answer
Date: 08/22/2024
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.
Sincerely,
*************************************
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