ComplaintsforSyracuse Haulers Waste Removal, Inc.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Syracuse Haulers yesterday March 5th about a bill for a dumpster pickup in February, that never happened. When I asked them why my dumpster was never picked up, they stated that on February 24th, an attempt was made, but the dumpster was blocked by snow and ice. Below are pictures of the dumpster and the surrounding area on February 24th. As you can see- there was zero snow and zero ice in front of my dumpster. Furthermore- I checked the entire month of February in my ring camera history. And not ONCE was there a Syracuse Haulers Truck anywhere near our dumpster. I want the dumpster removed from my property. Our account cancelled and my February bill deleted, as they are charging for services not rendered and lied about the reason.

  Business response

  03/22/2024

  This account is set up for one time per month service.   Set for February 19th.  The location was too icy to service on that Monday.  We have a template that we send out to notify customers of a service issue which admittedly we have refined the language slightly in – it is generic and we had a high volume on February 19th.  The photo that Miss ***** sent was from the 24th.  We ask the customer to confirm with us that the access is clear prior to sending the truck back to recover the pick up.   The attached email was sent from our dispatcher notifying of the issue the very next morning by 7:50 AM.   We have no reason to “lie” about access but if there was a mistake made we would have corrected and attempted to resolve the issue. Had we received a response on February 20th we would have scheduled our truck to return and there likely would be no fee.   We attempted to resolve this one time issue with Ms. ***** but she was frustrated by the situation and would not negotiate a solution. My apologies – that process was completed and the customer’s account was closed.   We made every attempt to satisfy the customer’s complaint but we were not given an opportunity correct the service.We did everything in our power to make apologies to *****, recover at no additional cost, and to make accommodations to ensure the service was top notch.  We spoke to her husband and really believed we had made the appropriate offer to save the business.  We feel that the response from the customer was unreasonable with all the effort we did to correct the problem.

  Business response

  03/27/2024

  The business states that there is no balance due from the consumer.  If they should not have received a bill.

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is a weekly trash removal service, which we pay for in advance quarterly, and our trash has not been picked up in over two weeks. We, and all of the neighbors who use them, have called repeatedly only to be told that there are “no notes on our accounts stating that the trash was not picked up”. Then we are told that “somebody will get out there today or tomorrow”. I have requested a refund of what I’ve paid for April-June, and have yet to hear back from anyone.

  Customer response

  05/04/2023

  Since filing my complaint, Syracuse Haulers management department has rectified my situation. I would like to cancel my complaint, or at the very least mark it as satisfied. They have begun removing my trash again.Thank you!

*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. ↩