AMERICAN DISPOSAL SERVICES — Local services in Manassas

This is my Long story with This company. I am a new customer July 1 first day they didn't show up. I called the office 3 times that day 10 am, 12 pm and 4 pm and everyone is telling me it is assigned to a supervisor and is taking care. July 2nd, they didn't show up so I called the office 3 times 10 am, 12pm and 4 pm said crew supervisor is taking care of it and it is assigned to two trucks for pickup, waited and they didn't show up. July 3rd, called the office 10 am told the rep my story, put me on hold and transferred me to a supervisor who apologized for the frustration I am going through and said I see through the GPS monitoring that the crew stopped on July 1st at your address and he doesnt know why they didn't pickup the trash. No body at that office throughout my calls knows exactly why the crew are not picking up my trash, it is a Mystery. the supervisor said he needs sometime to Dig Deeper into the matter to investigate. That was 10 Am on July 3. Waited till 12 pm with no one calling me. So I decided to go to the Office at Manassas City. I got there and I met with Supervisor Mark at Manassas City Office at 12 pm and to my surprise he was the one on the phone that said will get back to me after investigating the matter. Why he didn't back to me? I didn't ask. Mr. Mark confirmed the pickup will be today and they work till 6 pm. Gave me some company stickers to put them on my unmarked container, saying maybe this is the reason our crew missed the pickup. but the address has active service how can they missed? me asking, but Mr. Mark has no answer. He has very cheerful smile, give you a sense of trust.that was 12pm Wednesday day before 4th of July. I asked is this how you treat a new customer? He apologized and confirmed me the pick will be TODAY. July 3rd, 4pm I called the office saying no body showed up yet the representative, said you are on schedule for today so they are coming. July 3rd, 6 pm and No show, trash and recycling still on the curbside. The sad part of that story is on the 4th of July my trash and recycling are stitting on the street in front of my house. Is this how American Disposal treats their new customer? Tomorrow is the 4th office is closed and they are working on Friday the 5th. What do you think should I do? Friday July 5th: Finally the arrived at 8 am and picked up the trash and recycling and some more items after I walked to the crew and told them my story. They truly apologized for what happened and they even took some more recycles items as a compensation for the ordeal that I have been through. Thank you American Disposal service, it took you 4 days to collect missed Pick up even your policy say missed pick up it gets done the next business day. case closed. oh, the crew were very polite and made sure all items are being taken. Update on July 24 2024: Trash was missed again and I called to speak directly with Mark, op Manager. It was 8 am. He assured me the missed pickup will be done today honestly didnt believe. But what a surprise before 12pm small truck came and took care of everything. So Mark called me to confirm the missed pickup is taken care of. Additionally I was offered a new disposal container at no cost since Iam on waiting list and he gave me his extension to call him once I arrive at the sit. Mark Came down to the work area and loaded the container himself in my truck. Thank you very much Mark real customer service with a wonderful attitude. Thank you American disposal Service for having such great staff like Mark who is Willing to do what it takes to make another happy customer. Rating updated...

January 2022: Completely ignored. My yard waste has been missed for 4 weeks now. It has been broken down and in the proper container, curbside the entire time. I had a tree go down from the January 3rd snow storm and have 5 trash cans of yard waste. Each week I report the miss primarily through phone to customer service (tried online last week but didn't work, got email that said call customer service). During the first call the issue is "submitted to operations" then "operations supervisor assigned to the route" but that doesn't mean anything if they aren't willing to send any trucks out to pick it up. Escalation is requested and no call backs are ever made beyond customer service supervisor who doesn't have any teeth to resolve an issue to begin with. Most are polite, few bad eggs within but a non issue since they can't actually resolve underlying issues. They cite a variety of issues impacting all (COVID, labor shortage, rising costs, etc...). These costs impact all business and allow leeway at first but not appropriate response for a recurring problem which yard waste has been an ongoing issue. In the summer [supposedly weekly] yard waste was averaging every other week, fall they were averaging every third week and now we are 4+. Each instance was reported through the same process. The point is they skip the pick up until they decide they want to pick it up on a scheduled pickup. Needless to say this takes a lot of time and curbside is littered with what should have been picked up.

My question should American read this an identify someone with enough teeth to resolve an ongoing problem please look up my name (Alexandria VA service area) and call my on the phone number on account.

Folks that are considering American Disposal, know that none are perfect, but American will mess with your rate, deliver spotty service and as described above, no issue resolution process.

October 2020: Not that Republic is much better, but after a year of terrible service, just ended service with them. This company repeatedly missed pick ups while hiking rates several times. They cited costs, however note unemployment is at a high and fuel costs at a low, its just their attempt to gain margin. The customer service team (with a few good apples hidden in there) for the most part doesn't want to take ownership of the issue and refuses to let you speak to the operations team (which they blame). They have a system where they put in an internal automated ticket, which after weeks of missed pick ups (particularly for yard waste) I conclude goes into a black hole. This was also during the time that they were supposed to have a supervisor on the route. All said, good luck with these guys.

November 2019: Bait and switch (with paid contract too). I signed up at a negotiated rate of $69 / quarter and paid at that time. Noting this was to include a 3 year price lock. I received an invoice a month later for a higher rate which as of now the company refuses to honor the negotiated rate saying the employee shouldn't have given that rate in the...

This company is absolutely infuriating. We are new to our neighborhood and immediately arranged for trash service, opting for American Disposal. I highly recommend you don’t make the same mistake. We were informed that we could put our trash and recycling out starting on April 8, even though our bins would not be delivered until April 18. No problem, we thought. However, we were wrong. It was a problem—a ✨huge✨ problem.

On our first day of service, April 8, 2025, they completely missed/forgot about our address and did not pick up our trash or recycling. I called as soon as I noticed that all of the neighbors' trash had been picked up. I was reassured that this was a mistake and that someone would be out either that evening or the next day. Of course, no one came out that evening. The truck arrived the next day, and the employee treated us ✨horribly✨, as though we were a burden or inconvenience to his job duties for that day. We let it slide...

Big surprise: here we are on our ✨second✨ pick-up day and our ✨second✨ supposed “day of service” with American Disposal, and they once again did not pick up our items. On May 8, I called multiple times and reached out via email; I did the same thing today. I called early this morning and was reassured that all of our items would be picked up, as we have paid for the service and they were aware that we had items that were not in bins yet because they had not delivered them. I was told we were on their route for service today, and they would be picking up our trash…NOPE! No one came…no one answered the phone even though they were “open,” and no one responded despite my reminder and folllow-up calls.

Although we secured our items well and I put large labels on them that read “American Disposal,” they still drove right past and did not service our address. Even when I called them early in the morning to remind them that we have paid for the service, hoping they would uphold their end of the bargain, they still did not pick up our trash and recycling. It’s by far the windiest day of the year, and I have had to situate the trash and recycling all throughout the day because they just won’t pick it up.This has been nothing but an absolute nightmare. I have gone above and beyond my duties as a client to inform this company that I have paid them and have trash that needs to be picked up.

I also really don’t need some copy-and-paste reply from someone who claims to “work” at this company, stating that if I want to speak about my concerns, “I should give them a call”. I’ve called more times than I can count, I’ve reached out via email, I’ve contacted them through their website, and I’ve spoken with actual people at the company. If you want any more information from me as a client who paid for a service I didn’t receive, please feel free to reach out… I’m sure someone in that place has my contact...