Whitetail Disposal, Inc. — Local services in New Hanover Township

UPDATE: This was resolved Thankfully!

Sales guy showed up at my house while I was waiting for an AC guy to come at the exact same time so I felt under pressure to keep it moving. He basically had me signed up before I could even consider if I wanted to or not. He forgot to mention all the hidden fee's. I told him I would sign up but didn't really have time to look into them at the moment and asked if I could cancel when I did get a chance to look into them if I didn't like what I saw. NOTE: I already paid my trash company through December so I figured I had months to do this. He said that was fine. He did insist on the first quarters payment which I post dated for August. With August coming up I decided to look into them and WOW... between Google, BBB, Yelp, and other review sites they are absolutely trouble! I figured great now call in and cancel before they cash the check..... WELL apparently I only had 3 days to cancel after signing up. So now they will only refund me a small portion of the check as a cancellation fee even though my service wasn't to start until January. I hung up defeated, but the girl said she would talk to her manager and see if they would want to do a full refund, so called back later. NOW they aren't accepting any cancelations at all and say we HAVE to try them out first before canceling. WHAT?! You can't force me to use your service... Apparently they feel like they can and insist they will refund me in MARCH 2025 if don't like their service. They forgot to mention they have a $50 pick up fee for their cans, so my "full refund" would actually be $40. Thank god my neighbor mentioned that. He also cancelled, luckily within the 3 days on Jun 12th, it's now August 8th and he still has not received his refund, every time he calls they just say he'll get it. I honestly was going to give them a chance if my neighbors liked it, but now I absolutely don't trust them. I know I won't get the $90 back because I signed a contract apparently with a bunch of little writing, but they can't MAKE me use them either so I will be sticking with goods, eating the $90 and telling anyone who will listen to me how terrible Whitetail is. I should have know their price being that below the other competition only meant there was ton's of hidden fees. Goods has never and would never charge me for picking up can's of THEIRS. PLEASE read all the reviews before signing up, and don't let the pushy salesman pressure you into signing up. I wish I had not been in a hurry because I would have stopped and read everything. Lesson Learned.

*Response to owner's comment: I received one email from Whitetail days after I signed up, stating absolutely nothing about cancelation time frames or cost (I just went and reread it). Nothing else was sent since that email. Also your not even following your supposed cancelation policies anymore because I was told on the phone yesterday that you are refusing all cancelations. So now I'm not even offered a partial refund but a straight up, no you have to give us a chance. Which after this, I absolutely do not. I uploaded the email incase you needed to review to, cuz that information...

DON'T WASTE YOUR TIME WITH THIS COMPANY! Switched to Whitetail at the beginning of August because of all of the missed services with AJ Blosenski after they were bought out. Signed up with a rep from Whitetail who came door-to-door and offered competitive pricing. Bin was delivered and service was supposed to start, but they missed the first 2 scheduled weekly pickups. Gave them the benefit of the doubt, assuming they were slammed with new customers coming from AJ, and contacted them the second week to confirm when they'd be picking up and to get a credit for the 2 missed pickups - apparently they have a "policy" that states they "must be notified within 24 hrs of a missed pickup" (how would we even know this as new customers?) and said they would not issue credits for the services they didn't perform. This was not a good first impression for a new customer. We were considering cancelling because of it and were told we'd "have to pay the $75 early cancellation fee" that we "agreed to when we signed the contract with their rep" (even though it's a contract for SERVICE & they were not providing said service as agreed), so for the sake of not arguing, we decided to continue with the service. Two more weeks go by, and they missed service yet again. We've now officially cancelled and have been told they'll be sending the cancellation fee to collections if it's not paid. If they want to argue about a 3 sentence "contract", they can waste their time and money doing so, but we're not paying this scam company any more money. They charged up-front for service, provided the service less than half the time they were contracted to, wouldn't provide small credits for services they missed at no fault of ours, and are trying to threaten collections over a cancellation fee in a contract that they're not even holding up their end for. They blew a golden opportunity to gain tons of new long-term customers when AJ went belly up. We've moved on to Mountz now and have no complaints.

Edit on 9/26/23: Since I can’t reply to the owners comment below, lol’ing at “99.8% completed successfully, on time & without issue” when you have a 2-star Google review rating. 🤡 Your customer service confirmed with me via email last week that they’d service our bin yesterday ahead of the bin removal (yet another missed service from last week), and instead of servicing as agreed, you DUMPED ALL OF THE TRASH FROM THE WHITETAIL BIN INTO OUR EMPTY MOUNTZ BIN THAT WAS RIGHT NEXT TO IT. Unbelievable. Thanks for reassuring us that we made the right...

UPDATE: I recently posted a Google review and was prompted to review some of my old ones and saw this - I'm leaving the original text because it was totally accurate but I will upgrade from one star to three and say this: Whitetail must have seen my review because shortly after it was posted they called me, apologized for my experience, and offered a plan at a reasonable price that accommodated the number of cans I needed picked up. I've lived in my home for 18 years and had three trash companies in that time; none deserve more than 3 stars. Since the initial bad experience was resolved, Whitetail has been as good (or bad) as any other. That's about as positive a review as I can give for a trash company so there you go.

Original review (update above) Absolutely horrid customer service and deceptive sales. Was told by a door to door salesperson (should've known) that weekly pickups included 3 additional items and bulk pickup was free, no scheduling required, just leave large items on the curb. I said I have 3 cans of my own and the salesperson told me that the whitetail can plus 3 cans would be taken no problem.

First pickup they showed up a day late. Second pickup I put out 2 of my cans plus theirs, and they only took the trash the truck would pick up, nothing that they had to get out of the truck for.

I called repeatedly. Even if you call the second they open they have "high call volumes" and take 20 minutes to answer. After finally getting someone, I'm told that they will take 3 kitchen size bags, or one additional can, and there is an additional charge for bulk pickups and they have to be scheduled. When I said I'd likely have to look for another trash company due to being promised things they wouldn't deliver, I was told the welcome email explained all the policies. I said, in a tone I'm sure reflected my annoyance but was in no way louder than my normal voice, that by the time I got the welcome email it was too late, I'd already signed up and cancelled my other service. Then I was told to "stop yelling or the call will be disconnected". When I said, in an intentionally calm and even voice, that I was not yelling, the CSR told me I was still yelling and she was ending the call.

So this is how Whitetail handles unhappy customers: gaslight them and hang up on them. This is my last month with this company I can...