ComplaintsforQueen City Disposal

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for services up until Jan - April. They cancelled my services in the first week of January. I never asked to have it cancelled. they will not refund me the money. they constantly send calls and bills, and emails. He cancelled my account approx. Jan 10. I won&#**;t return the trash cart

  Business response

  04/03/2024

  To whom it may concern, this customer is requesting that we give her a $60.00 refund although she has made a dispute. with her credit card company and they refunded her $49.25 back to her so she did get her full amount back and as soon as we find the emails of her requesting us to give her another $10.00 back before she gives our trash cart back to us. We will not refund anything that isn't due to her. She has kept our company property which doesn't belong to her. So as of today, she called our office and she told the customer service rep to tell **** that she has f****** destroy Queen City Disposals property and then she told customer service rep to tell **** to go f*** himself and hung up so after that, we are charging her $125.00 for the stolen property which and the cart. removal fee of $30.00 to have someone come and get our property and clean it as we do charge every customer this $30.00 fee. It's a pretty simple process of putting our trash cart out at the curb so we can pick it up and move on and it's kind of immature to act like to, then. Here is a history of her account we sent, and you will see on 1/29/2024 where the payment was returned to her.

  Customer response

  04/04/2024

  Complaint: 21525802
  
  I am rejecting this response because:
  My credit card company stated that they did not get money back from Queen City disposal. But I dont care about that since they did allow me to dispute the money. But the $10 you owe me is easy to find if you look at your notes. I moved houses to overhill ct and had my service moved with me. When I moved back to *********, I spoke to **** at your office and asked to put my trash on hold for 2 weeks. She told me that I would get $10 off my next bill. She completed her promise and instead of my bill being $59.95 it was $49.95 for the next 3 months. But when **** decided to cancel my service before I used my due $10 worth of service, he left himself in my debt. Therefore, I will not return his cart. Get me my $10 or send it to collections. I will no longer respond to your foul mouth. 
  
  
  Sincerely,
  
  *********************

  Customer response

  04/04/2024

  *************************************************

• Initial Complaint

  02/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I want to cancel my trash services. I paid for three months up front. They said that I could cancel but they would not reimburse the two months. I was never told that or received any documents detailing that. If that is their policy, then they should tell consumers that upfront and in writing.

  Business response

  02/06/2024

  We have refunded the customer her full payment $60.75 instead of the $40.00 as she requested.  Her bill was due for February, March and April. and with the refund we gave her back, we will not service her account and we'll pick up our trash cart since she hasn't paid for anything, and we refunded her full payment back to her. 

• Initial Complaint

  11/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is my first billing cycle with queen city. Everything was running good until I got a service interruption notice. I paid my bill on October 16. Apparently they didnt note it on my account. Its deducted from my bank account. I called in and the girl that answered the phone was pretty snotty and argued with me that I didnt pay my bill. I told her I did. I told her the date. I gave her the reference number on the bottom of the notification on my bank statement. She told me to email it to *********************************** I did so. I didnt hear anything back so I figured we were good. Today, November 15, my trash service was not picked up. I called in to ask them why it wasnt picked up and she said I didnt pay my bill. I said I did pay my bill. I told her I emailed a verification to the company all the while the person on the phone was arguing and talking over me. Claiming she was trying to help. She wouldnt give me her name. She wouldnt give me the owners name. She just wanted to argue. She said she couldnt give me a refund only the owner could do that but later she said that if I emailed her what is it the information again she would refund it. I told her I wasnt giving any information to somebody that wouldnt identify themselves. I shouldve read the reviews because this is not the only time this company has had pretty bad billing problems.I didnt think it could get worse than ******** Services. Queen city said hold my beer.I try to support small businesses as much as possible, but when they are running like this, Ill go back to the corporate monsters that Im not very fond of. At least they can pick up my trash and enter a payment. The billing issue and not picking up my trash didnt cost of my business but their customer service **** sure did.

  Customer response

  11/15/2023

  Please cancel this complaint. The owner and I came to an agreement. 
  

  Thank you. 

  Business response

  11/15/2023

  Customer came into the office today, and we resolved the complaint / issue that was cause by a clerical error. 

• Initial Complaint

  09/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Queen City Disposal sent a bill which included a late fee charge of $10.75 for the previous billing cycle. I paid the previous bill July 17. On the bill the Terms state "DUE UPON RECEIPT". The bill does not indicate that there is a date after which late fees will b charged. It also does not indicate an amount that would be charged after a certain date. I want Queen City Disposal to reverse the late fee charge of $10.75 and include a due by date on future bills. I spoke with the owner and he could not explain how he would charge a late fee with no due date.

  Business response

  09/22/2023

  The customer is correct about the bill on what it states and she even put it in capital letters so you are aware of it and DUE UPON RECIEPT means when you do get your statement it is DUE UPON RECIEPT and the customer decided to pay there bill 19 days late and our policy is after the 13th of the each month there will be a late fee of 10.00 and service will be suspended as I told the customer, this isn't her 1st time paying the late fee also. I did inform her if the balance wasn't paid the service will be suspended until it was paid, and she said she would complain to the bbb and write a bad review. So, we will NOT remove the late fee. If it's not paid service will be suspended and she is in a contracted HOA where she has to use us, and no other company may pick up trash in this HOA and the President of the HOA also knows our policy when they signed a contract with us, and it is up to the homeowner to keep up with pay their bills. 

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We used this trash services for just over 5 years at the duplex we rented in ***********. We've never really run into many issues with them. A handful of times they were late picking up or didn't come but nothing that bad. Today now that we've moved out and are needing not only a refund for a month of service we'll no longer need that we will probably never get but also an extra pickup and we've now run into huge issues. My husband arranged it with the receptionist to have them pick the extra garbage for us. My husband even went back and spent over an hour getting it broken down and everything put in trash bags he told the lady word for word what was out in that trash, including exactly how many bags we paid them another $20 for to come and pick that up so that our landlord wouldn't complain that we had left trash there. Today we found out they didn't come for the second time to pick it up, and when my husband called the lady, he had talk to before was extremely rude this time and told him over the phone that we were liars that there is more there, and it was not as described and that is not truthful. We have been back and there are actually less trash bags than we thought there were. These people not only took our money and called us liars and didn't do what they were supposed to, but treated us like garbage. My husband was angry and probably wasn't talking very nicely after all of this and the woman hung up on him and the owner called back and he was worse than she was. They steal your money and they don't do what they say they're going to do, after we talked to them, they called my husband back to inform them that they went to pick up their trash bin and took out the trash that was in the trash bin and left it on the trash pile. They wouldn't pick up after they were contracted to do so! We want our money back! Owned texting threats and Im insults now too! now. Address below of incident (have moved):***** and ********************* ******************************************************************

  Customer response

  08/05/2023

  *** already sent the pictures to you, but I did not get to mention yet that not only did he come back and pick up his trashcan, but dumped out everything that was in it on our yard along with the trash he didnt pick up and someone came and put extra trash on that pile in our yard. We want the money back that we paid to have extra trash picked up we want the money back for the month of ************** We no longer need because weve moved and now I would like compensation for the mess we had to deal with that involved driving a truck back-and-forth four times to get all the trash off the property that was supposed to be taken care of by this liar. Thanks. Also, please check the reviews on yelp and youll see that he does this to everyone especially women. 

  Customer response

  08/05/2023

  *** already sent the pictures to you, but I did not get to mention yet that not only did he come back and pick up his trashcan, but dumped out everything that was in it on our yard along with the trash he didnt pick up and someone came and put extra trash on that pile in our yard. We want the money back that we paid to have extra trash picked up we want the money back for the month of ************** We no longer need because weve moved and now I would like compensation for the mess we had to deal with that involved driving a truck back-and-forth four times to get all the trash off the property that was supposed to be taken care of by this liar. Thanks. Also, please check the reviews on yelp and youll see that he does this to everyone especially women. 

  Customer response

  08/05/2023

  Heres the screenshot of what he said to me 

  Business response

  08/09/2023

  So, the customer called in to have a special pick up and we charge everyone $20.00 for that service and this is for just dump*** the trash cart only. Customer failed to tell us she stuff the can way over full and had about 20 bags next to the cart and we called the husband to tell him it would cost $100.00 to haul that much stuff away and he said we were f-*** crooks and kept us*** the f-*** word to our customer service rep, so she hung up on him as he was be*** a bully. So, **** called him, and he had a different attitude when **** was explain*** why it was more than he was quoted. Then **** told him that he needed to apologize to the customer service rep for his foul language and he told **** he was sorry, and he said we'll you need to call the office and tell the customer service rep that your sorry and not ****. So, the customer decided to not have us haul anyth*** away and we told him we would take the trash out of the cart since they didn't pay for it and as you can see from there pictures it was a mess. **** did send them before and after pictures of what was there when he got there and told them again to find someone else to haul this mess off and he stated he already did. Also, we did refund the $20.00 back to them. Customer only sent you parts of the text messages from **** and we have them from the wife and the husband's phone and then the son sent threaten*** messages also and we are tak*** those to the police to have on file. 

  Customer response

  08/09/2023

  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.
  
  Sincerely,
  
  *********************

  Please do note my son is an adult and hasnt lived with us in years so that is clearly untrue on their part but money was refunded so Im willing to let it go so long as they dont treat others this way. Also note it was **** my husband spoke with, the owner, nobody else other than the lying lady that answers the phone, no other man so that is also untrue and no apology was given. 

• Initial Complaint

  05/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I payed a year in advance for trash pickup and left one month before the year was up. Called several times because the first few times i told them to end my service and pickup my bin when i called back a few days later they acted like they didn't know i stopped service so i made sure to keep calling untill when i called back a few days later they said they picked up the bin and i was all set. I couldn't check cause i moved out of state. Now i moved back 13 months later and i call them for service and the lady said i owe $95. I said that's impossible i paid for a year and left one month early and made sure to cancel service. She said no you went over a year. I can provide proof that i was only at that address for 11 months i rented through a property management and paid them in full for twelve months and gave them the keys at the end of eleven months. Im a respectful and responsible person. When i was telling the lady i can provide proof i asked to speak with the manager and she hung up on me.

  Business response

  05/09/2023

  Customer is right they paid for a year of service, and when customer moved and cancelled service our system will bill everyone for the next 3 months which is part of the reason why the bill $92.40 and then our system added a late fee and a cart removal fee to add up to the amount of the bill. Which we can take care of this balance and write it off, as in the cancelation date we have no records of that and we did call the customer on this date which is a screen shot of the notes in the customer account  5/20/2022 12:17:16 PM sw : LEFT MESS BILL
  6/13/2022 10:56:14 AM sw :  BILL WAS RETURNED MOVED TO FLORIDA.

  Usually when a customer calls to cancel service there will notes in the customer account as you can see from above screen shot maybe this wasn't done. And finally I'm not sure who the customer talked today but I don't think the customer service reps would hang up on anyone unless there were harsh words. 

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm selling my house, needed a roll off and called Queen City Disposal. I was asked where I wanted the roll off placed and told them to place on the east side of my driveway next to fence (there's fence on both sides), that my truck would be on right side (west side) of drive next to fence. I asked when the roll off would be placed and was told they couldn't give a specific time. I paid $210 for roll off. On day of delivery (6/6/22), I woke up at 8:00 and had 2 text messages and voice mail: they left roll off in middle driveway entry because my truck (little ford ranger) was in way. I immediately called them, asked them to come move roll off to position I'd requested, they told me they would charge me $45 to do that. I asked them why? i had given them instructions they requested, man on phone was yelling at me. 2nd man came and moved roll off where i requested with no problem, i asked why other guy was mad, 2nd guy didn't know what his problem was. This morning QCD picked up the dumpster since rental was up and broke several limbs on my mature apple trees. I called, left message wanting them to remedy broken limbs. Man left a horrible message I have saved, basically, "NO REFUND, NOT RESPONSIBLE FOR TREES, HAVE A BLESSED DAY, GOD BLESS AMERICA, GO TRUMP" I'm beyond angry, this man was rude, was rude from 1st contact, damaged my trees and invoked that bastard trump's name, total scum. I want compensated for damage to my trees and a $45 refund. I'm glad to be moving from Springfield and won't need their services any more. I have been a customer for years and never had any problems with them before this. I admit I did leave a rude text message for QCD after his rude voicemail.

  Business response

  06/16/2022

  When the customer set up the account for us to deliver the roll off box she stated we needed to put the box in from of her double gate fence in her yard so when the driver got there she had her vehicle in front of the gate so driver called her 6 times and she refused to answer the call since she was the 1st box of the day so driver left her a text message saying we tried to contact you and you didn't answer so driver left the container 4 ft in front of her vehicle so she could get out then she called screaming at him say you need to come and move this box or you can pick the can up after we told her it would cost $45.00 to come back out since fuel prices are so high but she can't seem to understand why we would charge that but its pretty obvious why we do, so when the driver told her we'll come and remove the box as she requested in a text message which he still has she changed her attitude and told the driver thank you and we can leave the dumpster there, then she calls and said she'll pay the $45.00 to move it and another driver went over there and moved it to where she instructed the driver to put and there wasn't no damage to her tree as she saying cause she was watching set the box off and then she  thank him also for moving it over. We will not issue a refund after she agreed for us to do it or otherwise we were going to remove the box and refund her $210.00 to her. Wish there was a way to send all the text messages from her.  God bless America and Make it Great again 

   

  GO TRUMP GO

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired them to pick up my trash. They have come up with reasons not to pick up my trash. There are giving me excuses. My bathroom trash was ripped open and thrown all over my yard. They are photographing my house. I tired to call and talk and they were not willing to pick up my trash, but they picked up the neighbors trash. I asked for my money back and they refused, but they are not picking up my trash. So I am paying for service that I am not receiving.

  Business response

  05/16/2022

  The consumer failed to set out her cans, we can not be responsible for missed pickups, the drivers do service their address on schedule. Our drivers have tablets and are instructed to photo any address on their route that do not have cans out,The photos help our company keep track of service concerns. The consumer cancelled our service, there is nothing more we can do at this time.

  Customer response

  05/17/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  This is wholly inaccurate. The cans were in the proper location the same as everyone else on my block when I left for work. There were boxes next to the dumpster as well. When I returned home a bag that had previously been in the dumpster had been tossed into the fenced in area of my yard along with the boxes. There were sanitary pads, tampons, panty liners, and various other trash strewn all over my yard as a result of this. When I requested a refund the owner refused and was verbally threatening and aggressive towards me. I have still not gotten any refund at all and I have repeatedly requested this. When I alerted the owner to the trash and the location of he dumpster he said that I should know that they have been taking pictures of my home while I am away. I am a survivor of domestic violence and when I told him that bc of that experience I was feeling threatened and not at all comfortable with men I do not know coming into my yard and taking pictures of my home he said that he can understand why I am a domestic violence victim and is not at all surprised that I am now a single mother. This is when I told him that I would be contacting the BBB for resolution as he has flat out refused to send me a refund and rather than operating an ethical business he was being personally attacking. When I attempted to review this business on facebook it was no longer searchable to me which I can only assume means that he blocked me in an effort to avoid accountability for his horrifyingly unprofessional behavior. I understand that there are lots of complaints that happen, but threatening me (albeit in a very veiled way) and blaming me for the violent rapes and physical assaults I withstood is totally inappropriate. Not to mention, billing someone for a service they have not ever had the benefit of using, regardless of the reasoning, is not the way an ethical business runs. Consumers have a right to the services they pay for and if they don't get them, then a full refund should be issued. 
  
  Sincerely,
  
  ****** ***

  Business response

  05/17/2022

  As our website states we do not offer any refunds the customer decided to cancel the service and we have cost for our employees to come and pick up there cart and we have a 3rd party company that cleans them plus the customers trash we did pick up until she canceled. Also we gave the customer 1 month free service when she signed up which everyone get too. 

  Customer response

  05/18/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  My trash was never picked up by this company and the only reason I cancelled was due to the threats and abuse I withstood from **** the owner. I need my money back. I am a single mom who has now paid them for no reason. He had previously stated he would refund half of my paid in amount. When I reminded him that I had not ONE SINGLE TIME had my trash picked up and was repeatedly given inaccurate times for when the dumpsters will be picked up. It is 100% unacceptable for a business owner to verbal harass a customer when they have a valid complaint regarding not being serviced. 
  
  Sincerely,
  
  ****** ***

  Business response

  05/18/2022

  as our company policy states on our website we DO NOT ISSUE ANY REFUNDS. We have cost of delivery the container and picking up the container and of course she is saying she never got picked up or nor has she fill our cart up with trash because she did state she had her trash at the curb and now she states she never used it or put any trash in our cart. So this is my last time I  respond to this issue I will not respond back again.  

   

  Thank you

   

   

• Initial Complaint

  02/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid my bill on 2/22/2022 and it was for service through May for $60. I asked them to pick up my trash. Around 3:00, a truck showed up and was picking up my dumpster. I asked why they are taking my dumpster and she told me I had to call the office. I called them and they told me they would refund the money I paid. The owner then called me and started cursing me out. I have waited all this week for my refund. I called back and asked when I would receive the refund and he told me he didn't know when they would send it.

  Business response

  03/04/2022

  To the response of Potty mouth ****** this customer WAS a customer since 8/23/17 and every customer is bill on a 3 month period and she has been late and charged with late fees since her 2^nd bill she received from us since 2017 and this time she was over 30days a late on her bill so our employee that delivers and picks up carts went to repo her cart and she came out scream and cursing at her for no reason because of ***** ****** didn’t pay her bill, then she decides to call the office and cuss out two of my customers service reps that day. She finally paid her bill and we told her we would bring the cart back out the next day and she blew up again this time it was the manager so 4 people she decided to be ignorant too. So she then told us to give her a refund and I told her to read our policy on refunds on our website and it states no refunds. Maybe if “*****” approached this different and treated people different and took ownership of her mistake that she didn’t pay her bill we wouldn’t be here right now. So there is no refund

  Customer response

  03/14/2022

  Hello....I received a response from the owner at Queen City disposal and I responded and let your office know that I did not accept the response. I explained that most of the story that they gave you, wasnt even true. I have proof that I paid my bill before my pickup day. I called the office to let them know I had paid it, and the lady that answered said that she saw the payment and they would pick up the trash. I have never once said I wasnt late, but there was no issue when I called to report the payment. Next thing I know, someone in a beat up truck and trailer, with no business name on it, pulled up and took our dumpster. I went out on the porch and asked her why she was picking it up, and she said "i dont know,  I was told to." So I called the office to find out why, and I was told that was the owners fiancee picking up the dumpster,  and she would see what was going on. She puts me on hold, then comes back and says the owner said I cussed her out ,which I did not, so he decided to pick up the dumpster and then she said I would get a refund. About 2 hours later I got a call from their office again, only this time it was the owner and he started screaming and cussing me out as soon as I answered the phone saying he didnt appreciate me talking to his employee that way. I just hung up. They never offered to bring the dumpster back out, because after that I wanted nothing to do with them. That was never mentioned to me. I didnt have any further contact with the office until I called a few days later to check the status of my refund, and the owner answered again and said they were still "deciding" if they were going to give me a refund or not. I paid thru May 2022, and on their website it says no refund is due if you move. Nothing else about no refunds. You can see by the tone of his response that he has to call me names and do nothing but make up lies and make me out to be the bad guy. This guy has a horrible reputation in Springfield,  and now I know why. I am due a refund and I am very disappointed that it has come to this .

*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. ↩