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:02/20/2025

  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.

  Pick up the trash

  Business Response

  Date: 02/26/2025

  Dear Mr. ************ appreciate you bringing your concerns to our attention and sincerely apologize for any inconvenience you have experienced. Ensuring reliable service for our customers is always our priority.
  After reviewing your account, we can confirm that your trash was successfully collected last week as well as this week. The primary issue we encountered this winter was the significant amount of ice on the roads, which at times made it difficult for our trucks to proceed safely. Our drivers do their best to navigate challenging conditions while keeping safety as the top priority.
  As a gesture of goodwill and in the hopes of rebuilding your trust in our service, we have applied a credit on your account - equivalent to a quarter of your service charges for the period of November 1, 2024 January 31, 2025.
  We appreciate your patience and understanding and value you as a customer. If you have any further concerns, please feel free to reach out.

• Initial Complaint

  Date:01/09/2025

  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 garbage company has only picked up our recycling garbage one time since November. Numerous calls were made. Company supervisor stated she would send someone out. There is an over abundance of cans spilled over onto the ground, and there are multiple recycling containers in the house that need thrown away. I am paying for a service that is not being provided. This is stealing. This company is stealing my money, and Im being left with a mess that they are paid to clean up..

  Business Response

  Date: 01/20/2025

  We sincerely apologize for the frustration and inconvenience this customer has experienced. After reviewing the situation, we identified that the issue was caused by the assigned route driver failing to properly document and complete recycling pick-**** These errors led to a misrepresentation of service status to our office team and contributed to the delays in addressing the problem.
  Disciplinary action is being taken against the driver.
  A supervisor has since addressed the issue and worked to rectify the missed services. To compensate for the inconvenience caused, we are issuing a refund for a four-month period covering both recycling and trash services. This refund will be reflected on the customers account.
  We are committed to improving our processes to ensure reliable service in the future. If the customer has any further concerns or needs, we encourage them to contact our office directly.

• Initial Complaint

  Date:12/31/2024

  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.

  Pro Disposal has made it a routine to leave my recycling bins full and untouched despite being payed for trash and recycling disposal. I leave them out in the same place as I have since I moved here in December 2020, and everything was fine until a few weeks ago when it was left and a supervisor had to come rectify the issue. We have had to call for a supervisor to do that the last two recycling weeks in a row. So my wife called on Monday 30 Dec 2024, and was told a ticket was made and that someone would come pick it up on Tuesday 31 Dec 2024. Come Tuesday afternoon, and my bins are still there and still full. My wife called again, and the receptionist said she'd make a ticket and that a supervisor would be out on Thursday 2 Jan 2025 to empty the bins. When asked why that didn't happen today, the receptionist said she didn't know off the top of her head. Considering Pro Disposal is the only option for me, this is very poor customer service. It's an even worse reflection on your company because you're the only one who can do this job, and you're not even doing it. I want half of my money back for the last month of service, because you have only offered half of your services. It's a crying shame that Pro Disposal doesn't have more integrity than this. I want an explanation as to why a supervisor never came out, because that's clearly out of the realm of responsibilities for the very unhelpful receptionist. Where am I to put my recycling if I can't fit it in my bins? The trash, correct? Is it safe to assume that Pro Disposal is simply throwing my recycling into the landfill instead of properly disposing of it, if this is their approach to my recycling? Do better, you clowns. I will be looking into whether or not I can make some sort of complaint with the ******************************* as well.

  Customer Answer

  Date: 01/03/2025

  This is a continuation of complaint #********. Pro Disposal lied to my wife twice about picking up our recycling. After missing pick-up for the second week in a row on 30 December 2024, my wife called and a work order was put in for a supervisor to come pick it up the next day. After they lied, she called again and was told it would be picked up Thursday 2 January 2025. After they lied again, my wife called and now my recycling will sit (still full) until the next pick-up on 13 January 2025. Pro Disposal has no integrity, and that's sad. Your company is a disgrace and should be embarrassed of itself. ****** Reviews show your company at 2.6 stars, and at least two recent reviews reflect missed items. This is clear indication of laziness and apathy on Pro Disposal's part. I want a full refund of my money for the substandard service I have received in the last month.

  Business Response

  Date: 01/10/2025

  Upon review of this situation, we found that the issue arose due to inaccurate documentation by the route driver, not due to any intentional misinformation provided by our customer service representatives. The route driver's incorrect paperwork and improper use of the company provided tablet that communicates with the office is what led the office team to believe the recycling bins were serviced as scheduled. Disciplinary action is being taken to address the driver's failure to accurately document services.
  A supervisor did reach out to the complainants significant other, ******** to address their concerns. During this conversation, ******* expressed dissatisfaction with the recycling service and stated she would prefer to discontinue it, opting only for trash service moving forward. When asked about the placement of their trash bins, ******* mentioned she was unhappy with their current location. Our supervisor immediately inquired about a preferred location to accommodate their needs, but ******* ultimately decided to keep the current arrangement. We reassured her that should they choose to change the placement of the bins at any time, they are welcome to contact our office, and we will accommodate their request.
  We sincerely apologize for any misunderstandings or frustrations caused by the delays in rectifying this issue. Efforts were made to resolve the recycling pick-up concern, but we acknowledge the situation could have been handled better.
  As a gesture of goodwill and acknowledgment of the inconvenience, a full quarter was credited towards the account.. $87.24.
  We are committed to learning from this incident and ensuring our processes reflect the level of professionalism and reliability that our customers deserve. Should there be any additional concerns or questions, we encourage the customer to reach out directly to our office.
  

  Customer Answer

  Date: 01/12/2025

  
  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. 
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:09/28/2024

  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.

  I have been a customer with ********************** for our weekly residential trash pick up since approximately 2017. Last week our trash was not picked up. When I spoke with someone at Pro Disposal I was told a work order was being submitted to ensure that someone would pick up our trash from last weeks missed pick up and this weeks. Our trash was not picked up again this week. I now have 2 weeks worth of trash sitting outside my home. I pay for this service via automatic payment and should be paid through November I believe. The trash is outside, out front next to our sidewalk and has not moved. Im seeking a refund for my prepaid months including September as my trash was only picked up once during the month of September. I had 3 large trash cans outside which 2 of the cans now have broken bottoms due to them being thrown and slammed around and mishandled, 1 is missing entirely. I had a large blue recycling container that was swapped out for a smaller square recycling container which is cracked. If you review their FB page there are quite a few customers also complaining about broken and missing cans. I am paying another provider a much higher rate due to the emergency pick up. This has been a huge inconvenience and highly inappropriate. Due the trash sitting outside for 2 weeks animals came and shredded the bags which posses a health hazard. My husband has went out and rebagged and cleaned up the mess several times wasting multiple trash bags.

  Business Response

  Date: 09/30/2024

  Complaint and customer account has been reviewed. Upon further inspection of account and account notes, it was determined that a refund for the last quarter, 7/1 - 9/30/2024 was to be issued due to missed trash and damaged trash cans. Customer was also refunded for the last quarter of the year that was prepaid, 10/1 - 12/31/2024. A total refunded of $168 was issued today, 9/30/2024. Account is now closed. 

• Initial Complaint

  Date:08/13/2024

  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.

  Our trash man is now deciding what he wants to pick up without informing us. Our recycling was not picked up this week but couple of weeks ago he decided not to pick up our trash at all. I don't have room or the time to play games with my trash. I'm not going to do this anymore. One more time and they don't get paid.

  Business Response

  Date: 08/14/2024

  The customer account has been reviewed... The most recent complaint was made on 7/10/2024 for missed trash; this was resolved. We do acknowledge there was an issue during a recycling collection day; there was truck issues and another truck was sent to finish the route. This was after the original route should have been completed. We apologize for any inconvenience this may have caused you and after reviewing the account, we have gone ahead and credited the account for the last quarter of the year, 10/1-12/31/2024

  Customer Answer

  Date: 08/17/2024

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  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. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:04/18/2023

  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.

  They want me to pay for a service that they did not perform I have no problem with paying the back bill that they did the service that they did but not for what they did not do now they are not picking it up at other rentals that are up to date *documents bills from them a email from them saying when they stopped picking it up receipts from the dump from when I took it myself because they stopped services

• Initial Complaint

  Date:04/04/2023

  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.

  Pro disposal started charging a fuel surcharge in 2022 and increased normal monthly charges without notifying there customers. No letters,no emails were received about any surcharges or rate increases at anytime. I'm willing to pay my past due charges minus the fuel surcharges and monthly rate increases that were charged without notification

  Business Response

  Date: 08/20/2024

  Case #: ********
  

  Account was adjusted 4/5/2023 and payments were set up after

• Initial Complaint

  Date:06/27/2022

  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.

  I pay my bill on the 3rd of every month. They don't credit my account until the end of the month,
  therefore making it look bad on my credit report.

  Business Response

  Date: 08/20/2024

  Case #: ********
  

  On 6/3/2022 a cash payment was brought in by *** ****. On 6/24/2022 *** **** had called in to check that payment was applied; he was told that payment would be applied at the end of the month due to how account was paid. Customer began paying with credit card thereafter for it to be reflected on account quicker. Customer moved away in June of  2024. 
  

  
  

• Initial Complaint

  Date:06/13/2022

  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.

  On March 1 I made a payment of 353 to pro disposal, and again on April 25 I made a payment of$89. My account balance was left at $89. About a week ago I received a phone call that there was a dispute filed on the account and $100 of the 353 paid on March 1st was refunded. So they suspended my garbage account and said I now owe 189. I contacted my bank because one I never filed a dispute and two no money was ever deposited back into my account. The bank then three wade pro disposal and told them there was no such refund and no disputes whatsoever. The bank asked for the transaction ID number to which they cannot provide. I was told they are in the process of tracking down that number meanwhile my garbage is still going to be suspended. I have made my payments, I have prove that I have made my payments, I have proved that there was never a refund , and they refused to do anything to help me at all unless I pay another $189. I don’t understand how they’re able to do this they’re saying it shows on there and the hundred dollars was refunded, my bank and all my statements show nothing was ever refunded. I need someone to help me straighten this out I can prove I never got $100 back so I should not have to pay it again. I really need help with this.

  Business Response

  Date: 08/20/2024

  Case #: ********
  

  On 6/15/2022, *** ****** was emailed a copy of a billing dispute done by VISA that included the transaction number. Account was paid in full after and property is no longer in service due to other circumstances.
  

  
  

• Initial Complaint

  Date:06/08/2022

  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 particular garbage company does not come and take my garbage at least 50% of the time. I am in auto pay, so they get their money. They were to come Saturday and here it is Wednesday and nothing. I have called everyday. They say it will be resolved, but it never is. This time it was not just me, it was a lot of residents here. Something needs done!

  Business Response

  Date: 06/09/2022

  We have created three separate work orders to resolve this issue.  The first of which was for a supervisor to complete a site visit of the complainant to ensure that there were no issues or concerns to be raised by the crew.  This site visit was completed today and the supervisor did not find any issues with the site and will accompany the crew on Friday, June 10 to ensure that the pickup is made for this stop.  The second work order will be issued directly to the crew making the collection of this stop and will be included in their route paperwork on Friday, June 10.  Finally, to reinforce repetition, a third work order will be issued directly to the crew making the collection of this stop and will be included in their route paperwork on Friday, June 17.