Apple Valley Waste Reviews (%countItem)
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Apple Valley Waste Rating
Address: PO Box 309, Kearneysville, West Virginia, United States, 25430-0309
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I resolved everything, it was my own fault. I tried to delete my comments, but you don’t have the option to delete them. Thanks
I understand issues rise; therefore, it would be professional and nice if we (customers) were notified in advance. Otherwise, I'm going to deduct $5.00 per day for late service.
They only emptied half of my trash cans.
We are supposed to have trash picked up weekly on Tuesday. Several times they do not stop to get our trash but pick other trash up from houses about a mile from our stop. We have called the business several times to try to resolve the matter. When billing us, the bill arrives the same day it is due.
There is no response from higher management.
This is the first time I have ever filed a complaint against a business. I will not use the business again, but have paid for three months service and would like to have my payment for service until then.
Thank you for helping with this matter
Date Received: July 30th, 2020
Response to complaint:
Thank you for submitting the concerns you have with the trash service so we can look into this matter and better the service going forward. We apologize the trash has been missed often within the last couple of months. Looking at the account it seems we had a different driver on the route that services your area. Our Operations Manager has addressed this with the new driver on your route and it should not be missed going forward. It seems every time we have been notified of the missed service we returned the next day to get it picked up, but due to the inconvenience we also have credited your account for a month of service. Your account is still active so if you wish to discontinue service at any time please reach out to us to complete that. For further questions or concerns, you can contact our office at or or [email protected].
Kind Regards, Apple Valley Waste Customer Service Team
I have only lived here since July 2019 and have had nothing but problems with the trash company not picking up our trash! Even the neighbors have had to call and complain. Bobby and Donell . When I first started I asked where to set our trash out. They said by our driveway/mailbox. Which I did and they never picked it up for another week. I kept contacting them, sending them pictures via email and I could not understand why my trash was not being picked up. Then a neighbor (Bobby) came and explained to me that the trash had to be put down at the end of our road. Which another thing I do not understand, our road is big enough/wide enough and suitable enough for a big trash truck to come down and turn around in! Its as good if not better than the paved road! There is a big turn around spot at the end of our Strawberry Lane. Where I use to live was on a dead end street in a town and that road was very tiny and horrible and a HUGE trash truck backed down it every week to get the trash. Here are dates I have had to email/contact the company because our trash was not picked up: 8/1/19, 8/30/19, 12/28/19, 1/10/2020, 4/01/2020 and a few other times of phone calls I don't have record of. I have got excuse after excuse and I'm getting so tired of it! They cannot pick up loose trash etc... even though the pictures I have taken most recently there is nothing wrong with the bag, maybe a little tear in it but not scattered out or so bad it cannot be picked up and put in trash. There are a ton of cats down at the end of the road that like to get in the trash, which I've tried to do something about but our county will not pickup cats and no one will do anything. I asked the trash company about putting a trash bin down there for all of us but that costs extra and other people would probably use it instead of the residents on ***. I've got several pictures I can email you to show you my trash that's been left behind. 9+ sep. homes are up our road, we also have to mark our own bag
Response to complaint:
Thank you for submitting the concerns you have with the trash service we provide so we can try to better the service or explain the problems at hand. We apologize the service has been missed or certain bags have been left throughout the time you have had our service. Looking through the account there have been occasions where the driver said he cannot service due to the bags being ripped into causing things to be loose. Another occasion where the bags were simply too heavy. When the bags are too heavy, and they start to lift them into the truck, the bag starts to rip and cause a mess of loose trash they wouldn't be able to take which is why they would leave them behind. The type of truck that services this area is an open top truck that cannot take loose trash due to it flying over the top and littering. We apologize for the inconvenience, but we do ask that all trash is bagged and that each bag does not weigh more than 35 pounds. If animals are getting into the bags, we suggest you put the bags into a can that animals cannot access. The driver also stated the road getting back to the house is not suitable for our truck which is why we have you bring it to the end of the road. This information about the road was verified by a route supervisor before making our decision. For further questions or concerns, you can contact our office at or or [email protected].
Kind Regards,
Apple Valley Waste Customer Service Team
Same thing with my road. They wanted my handicapped husband to walk our trash all the way to the end of the road when the road can be traveled down. They arranged to pickup from our house due to so many issues, but then today they only emptied SOME of the trash from our cans.
I have had service with Apple Valley Waste for trash and recycling pick up since June 2018. The service is very lacking. Even though, I pay for service, the trash oftentimes is missed- usually on a biweekly basis. I have to call Apple Valley Waste to rectify the issue and am always met with resistance from customer service. I can't get an answer as to why my service is interrupted. I have also been told that I will need to pay extra for the trash to be picked up the next day, even though they failed to provide the service I already paid for. Additionally, whenever I ask customer service how my recycling is processed, they will not answer my question. I fear that I am paying for recycling in addition to trash pick up but my recycling is not being recycled. Also my automatic billing cycle always becomes disrupted in someway causing me to get past due notices and late fees attached to my account. I set up automatic billing to avoid this issue to begin with. I have left a voicemail for Tiffany, the manager, without being contacted. I would like more transparency in this business and I would like for it to be held accountable for poor communication and failure to provide services.
Response to complaint:
Thank you for submitting the concerns you have with the trash and recycle service we provide. We apologize the service has been missed often throughout the time you have had our service. I can account for last week when this area had weather causing your road to have icy road conditions on the day we service causing us not to be able to come on that particular day. At certain times we may need to cancel service due to weather or road conditions. Areas that are affected by this cancellation will be picked up double the following week when the conditions are safe. We understand some customers do not like to wait until the following week to be serviced, in which case we would refund that week of service that was not provided by us if you take to the landfill and have to pay to dispose of the trash. In this instance we would ask to have a copy of the landfill receipt so we have the necessary documents to attach to the account for this credit. We will address the concerns of this location being missed often other than last week with our Operations Department and look forward to bettering the service we provide. The recycle that we collect goes to our recycle facility in Hagerstown and does not get collected with the trash. We have more information about this facility online. For further questions or concerns, you can contact our office at or or [email protected].
Kind Regards
This business has unreliable service, and their employees are rude and disrespectful. They are not keeping to their agreement of picking up bulk trash items and as such, they are price-gouging. They are counting very small-sized bulk items that I could easily carry myself, and trying to count one small, 2 pound deck chair as one item.
Thank you for submitting your concerns with the services we provide. With your service in Jefferson County we are required to pick-up two free bulk items per month. Bulk items would constitute as anything that is not normal household kitchen waste and something that does not fit into a bag. We apologize for the inconvenience this may have caused for you, but a chair is considered a bulk item. We did however, as a courtesy, pick up four chairs and a bag of carpet tiles for you on October 29th, 2019. As for the cancellation policy you can email, send a letter, or come into the office to process this request. For further questions or concerns, you can contact our office at *** or *** or ***.
Kind Regards,
Apple Valley Waste Customer Service Team
They refused to pickup mine as well. I’m new and only the second time they have actually picked up my trash, and they didn’t even take all the trash in my trash cans either.
Auto payment for Jul-Sep 2019 Account #: *** for service NOT fulfilled. Current TRASH for scheduled Friday, September 20, 2019 pickup still remains waiting (currently three days) for service (pickup) not only in front of my home, but all of ***. It appears ONLY on Lullwater Way is there trash still waiting to be picked up. Several attempts have been made by phone, but only voice messages were permitted. AWW provides no emergency phone number. WHY???? Yes, the homeowners find it extremely frustrating to pay an advertised business that does not provide guaranteed service. Brookfield HOA requests to AWW. Thanking you in advance, for your prompt attention!
Date(s) instances occurred: September 20th 2019
Response to complaint:
Thank you for submitting the concerns with trash service the week of September 20th 2019. We apologize service was not made on the day that it was scheduled. Due to unforeseen circumstances the route was delayed into the following week. We are not opened on the weekend to get the phone correspondence, but did get the message on Monday September 23rd 2019, and sent someone back to this area to get everything cleaned up. Again, we apologize for the delay in service that week and will work on making sure this doesn't happen again. For further questions or concerns, you can contact our office at ***
Kind Regards,
Apple Valley Waste Customer Service Team
If I could give less than one star to Apple Valley Waste in Kearneysville, WV, I would. I have had nothing but trouble with this service since I prepaid my account in December 2018. My recycling is very rarely picked up as scheduled and now my trash is being missed as well. It takes forever to wait on hold to talk with a customer service representative who only can forward the call to a supervisor's voice mailbox, which usually is full and cannot receive messages. On the rare occasion that it will take messages, there is no return call or other communication. It's difficult to express how incredibly frustrating it is to do business with this company!
I was a customer of Apple Valley Waste of Kearneysville, WV for several years. Because I had yard waste, I would buy stickers at $3.00 per sticker for my paper bags containing yard waste. For me, that is expensive. Last spring I ordered 15 stickers at $45.00 + $2.00 shipping and handling. I never received the stickers. The office manager and another lady insisted they mailed the stickers. So I had to accept that I was not going to get the stickers. I took my lawn bags to the local dump. I decided to cancel waste pickup with AVW on April 29, 2019. I was told I would receive a credit of $62.94 for services I had already paid for—about the end of July. To this day I have not received my refund, even though I have called multiple times. My check is “on the list.” The Apple Valley website promises to send refunds within 60 days. For me it has been around 105 days. Please help me get my refund.
Name/Address: ***
*** Hagerstown, MD ***
Date(s) instances occurred: Stickers sent via mail on March 14th, 2019, yard waste was scheduled for service on April 2nd, 2019, customer cancelled service April 29th, 2019 and added to the check refund list.
Response to complaint:
Thank you for taking the time to express your concerns. We have reviewed the account thoroughly and found that you did get service for yard waste after the date that we sent the stickers which makes us believe that you did eventually get the stickers to use; However, we noticed you are still waiting on your refund. We are processing this refund as soon as we can. We have had recent changes within our accounting department and it's taking longer than it usually does, but it is still being sent out. We apologize for this inconvenience and will get this resolved as soon as possible. If you have further questions or concerns please call our office at or email us at [email protected].
Kind regards,
Apple Valley Waste Customer Service Team
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards,
***I am glad that after 6 months I finally received my refund. I never received the green stickers for yard waste. I had some stickers from the previous year and was able to get rid of the bags with those. I stopped the trash service in disgust and now take my trash to the landfill, which is much less expensive. Your poor customer response cannot be excused by changes in your account department. Your company needs courses in accounting and improving customer relations.
AVW from Berkeley County STILL owes me a refund check of over $100, it’s been almost a YEAR and I never got it. I moved to Berkeley Springs WV about a month ago, requested service then, and have had my entire trash picked up ONCE and then the second time they only took half of my trash.
On Friday August 9th a approximately 0345 Apple Valley Waste stopped to pick up trash at the end of my driveway. They usually come at the exact time my husband is leaving for work...and he always watches for them and then rolls the trash can back into our garage before he leaves for work.
After the trash truck left....around 0345, my husband walked to end of driveway to get trash can and noticed that the trash can lid was missing and wasn't rolling properlyh.....
It appeared that the trash can may have been ran over...and lid was missing ...possibly put in trash truck for disposal.
I contacted Apple Valley Waste as soon as I got home from work and informed them of what happened. The lady I spoke with stated to txt a picture of the missing lid and trash can to this number and someone would contact me back asap.
No return call. I called back a few days later and was told that a $10.00 credit was posted to my account. I did not agree to this credit nor is it acceptable since I paid over $100.00 for the trash can.
I then told the rep that if I did not get a call back with some other type of resolution, I would be contacting the Revdex.com.
I had my property destroyed by Apple Valley Waste and I want it replaced, or value of trash can credited yo my account.
My trash was not picked up this morning. I just paid my last bill on 7/8/2019 for $83.15. Online account on the company website shows paid in full, no existing balance. However, it also shows some sort of Credit Hold. I called Apple Valley Waste this morning. After more than 10 minutes on hold, I was informed by the agent that I was a billing cycle behind. I told the agent that is incorrect. The agent told me to send her $73.52 and they can reinstate my account, and pick up the trash on the normal day next week.
- I am in an HOA - I need this picked up TODAY.
- I am not behind in any payments.
- The agent said to look up my receipts and bank statements and call them back. Apparently, I am missing a payment in February 2019.
My receipts for payment are in my email:
7/8/2019: $83.15
3/7/2019: 75.59
11/26/2018: 76.13
8/17/2018: 76.07
5/27/2018: 75.53
I do not see where I am missing anything since May of last year.
I tried to call the company back. No answer, on hold forever. Now they see my phone number on my caller ID and refuse to talk to me.
If this is not resolved by this evening, I will load my truck with my trash that they were supposed to pick up, and I will dump it all over their parking lot.
I wish I could leave a good review, but that would make me a feel as if I were telling a lie. For the past 29 years, I have subscribed to Apple Valley Waste and all in all they had been a decent company to deal with. Then again, they were the only one in town, thus a monopoly in place unless you take your trash to the local landfill. That places them in a winning position until a competitor rises to the challenge and we now have more than one trash service for the county (thank God). Today was the last straw. I had set some things curbside, even disassembling a large desk, to facilitate the gentlemen placing items into the trash hauler. Not only did they leave half of my trash curbside, the customer service department told me that the "rules had changed" --- yet there had been no mention of it in my billing NOR on their website. The customer service gurus at their office weren't keenly aware of what the website had on it. A call from a supervisor afterwards proved equally as incompetent -- not bothered about my legitimate concerns, and when I informed them to cancel my service I was met with an attitude of "oh well!" Not a good way to maintain a business is to anger and upset folks who have been with you nearly 30 years. You care about your customers? If you do, you would try harder to retain their business. No wonder you have a poor rating on the Revdex.com site! Well deserved Apple Valley Waste. You should feel really proud of your D- rating. D MINUS! Keep striving upward and you will reach the pinnacle of abysmal.
Hello,
We are sorry to hear about your bad experience. It has always been our policy that bulk items have to be scheduled at least one day prior to your service day so we can schedule accordingly. You can find this information on our website at ***. We appreciate the feedback and will use this to find better ways to communicate this policy to customers.
Thank you
I just had a couple of cardboard boxes and they refused to pick it up. I didn’t think that was a bulk pickup? They refused to empty all my trash as well.
They are horrible at picking up the recycling. Trash pick up is okay but still not great. We just recently moved here about a year ago and I have never had a waste company only come out to your house once a week for pick up and then on top of that not even come most of the time. We have to call several times before they pick up a missed day. Terrible.And.Annoying.
This company has continually not picked up my residential trash on the set date. When we call to complain they state they will be there the next day. Also when the do finally pick up trash the leave a mess or tear bags open and leave them for me to clean up. When we have called them regarding the mess the tell me that if a bag rips they don't have to clean the mess or take the bag.
Apple Valley Waste has consistently and repeatedly failed to pick up my roadside trash bags on a timely manner since taking over the publicly regulated utility from *** service of Davis, WV.,a few months ago. I have made many complaints directly to the company without relief.