I was one month behind in trash. I got a bill to pay my balance and old balance in two weeks. Then they suspended my service with no notice. They sent a notice the next day after trash wasn’t taken to cover themselves and dated it the day before but it was all done via email so the dates don’t match. Then when I contacted them about it they told me that they only suspend services if accounts are 90+ days behind. Which I was far from that. They did not fix the situation, stopped talking to me about their issues on my account and wouldn’t rectify their inconvenience and not following their own policies.
Needed to get my balance for my bill used the chat and was connected quickly. I was able to get the account balance and will now make my bill payment. Good and quick service.
We are very impressed by the expeditious resolution of our request. We had requested replacement trash cans since our old ones were cracked, and within 24 hours the new cans were delivered. Also, our initial request was responded to within an hour. Good job!
I’ve been a Concord resident for years and was hoping our local trash service would be understanding toward families going through serious medical situations. Unfortunately, they don’t offer any type of relief or accommodation — not even something simple like a larger trash bin while we’re at home more. It feels really uncaring, especially compared to other utilities like PG&E that have hardship programs. For the price we pay, they should have more compassion and flexibility for families dealing with medical issues.
This is the worst company I've ever seen. If I can give him zero Stars I will gladly do that they will raise their price every 6 months but when it comes to pick him the trash they're not doing their job I wish we had a choice to choose another garbage company
Wish I could give -12 stars. Worst trash company I have ever had the displeasure of using. Going on two weeks straight of them not picking up my trash cause the cans aren’t “three feet from the fence and three feet from each other”. Then they go on to call you and tell you they’ll come back if you pay a $35 charge. Absolute scam company with no backbone; you’re better off bring your trash to a local dumpster behind a shopping mall or something cause these guys don’t get it done.
MDRR has been very responsive and provides great service for special requests such as extra trash, battery and CFL pickup. This morning, I chatted with Leslie via SMS about replacing aging carts that are showing cracks after 21 years and got the same great service. Leslie was very helpful and was able to set up a quick turnaround time for the replacements. Thanks Leslie and MDRR!
They had the audacity to take a picture of our trash cans and leave them because they were “overloaded”. Nothing was on the ground, the trash was full to the top and the lids did not shut flush. We just moved in not too long ago and we cleaned out our garage over the weekend. So yes there was a little extra cardboard and trash than normal. So we called, they said we have to take out trash and cardboard and then call them and they’ll come back and get it. So what do we do with the extra bag or two of trash and cardboard. Just hold onto it for another week? That’s insane. The trash being a little extra full doesn’t do anything to them with picking up the can and emptying it like normal. I can’t believe we pay $80 a month to be treated that way. Update: They told us if we called by 2:30 they would come and get our trash same day. My husband called at 2:20 and they said we’ll have to wait til the next day…Then they told us that this was a one time courtesy and next time we’ll have to pay $35.
Disgusting money hungry mindset of a company. And lazy workers.
Customer service not a thing with this company. Horrible. Had partner call to have trash collected since they didn't wouldn't take extra trash- small item put on top of can) so I tried to get them to collect it again. They would not accept my partners request since he's not on the account. So today I called twice and the phone kept disconnecting. Then I started a chat instead. after half hour waiting for this person to "take 3-5 minutes pulling up my account", I finally chatted back, asking if they were still there---nope. Suddenly there were "technical difficulties". If I had a choice in the matter, I'd go straight back to Republic Services which was wonderful to deal with.
Mt. Diablo Resource Recovery has been anything but helpful or customer oriented and its clear from the reviews and issues noted here that I am not the only customer with complaints. The question is what are we going to do about it? I have lived in the Easy Bay specifically in Concord for a little over a year and have had problems from day one with them. From customer service on the phone, to divers not picking pick trash to straight out lying that my phone was disconnected so they could not notify me that they were not able to pick up my trash. I have made several calls to customer service only to have them read their standard policies and argue with me instead of trying and listen to the customer who is paying for the service. If I had another option I would have switched a long time ago, given that is not an option I am proposing we as a community take action. Our city officials, news media, and legal teams need to investigate Mt. Diablo Resource Recovery. If anyone has had problems with their service and is feed up and wants to join me let me know. I plan to make sure we get the level of service for the fees we pay and are respected from customer service when we call with an issue and most importantly that our trash gets picked up!
Called the office for customer service for my 93 year old Mom. Anna answered the phone and was the perfect customer service representative for the company. Very professional and handled all my requests. Thank you Anna. She probably deserves a promotion!
This company is a complete joke. $150 fine for a trash bin that’s slightly overfilled? Are you serious? Yes, they sent a photo — but instead of warning or helping, they go straight to charging outrageous fees.
No communication, no respect, just looking for any excuse to make money. Terrible service, greedy policies. Total scam behavior.
Always unpleasant when calling. I guess the bar is set super low. The call recording says proud to be a part of the community. Certainly not reflected by the customer service team. Also not reflective of the constantly increasing prices. Clearly the price increases didn't go towards improving quality of service. Celebrate your Two Star review average. BRAVO!
They’re extremely unprofessional. There system will knock you off automatic payment and your not alerted through a text message or somehow, until months later when they don’t pick up yr garbage. Then when we were taken off auto pay and I asked to wave the fee for pick up, Leslie, refused. She is grossly rude and unfair to the residents. it’s no wonder they are rated one star. Leslie also state there POLICY is we cannot be Transferred to management. They must call you back. Which is a lie and legally they cannot deny management’s information, email, name etc.
I’m not happy with the service. Often not pick up due to car is too close of trash bin & is not true, plus is not our fault that neighbors have 5 cars per family. They make us to pull out heavy trash bins 1 block away instead of making everyone move their car’s away on the pickup day. They are causing me stress every Wednesday cause I don’t know if the driver will go above & beyond on his job. This problem started right in the new year 2025 I wish it was easy to move to another city.
I love the driver that takes away the stuff I don't want and all of my garbage. It is well worth the monthly cost and I'm happy to pay their price even if they do have to raise it occasionally. This is a helpful business with sweet people working for them. That's my experience with them anyway. Sharon Beck
Trash guy never pics up our trash 20% of the time. He’s very entitled. And one time yelled at me since the trash cans weren’t spaced out 1-2 feet apart. He also will not pick up the trash if it is too heavy. Seriously, these unions are awful.
I am trying to understand why a donut business I manage the waste for in Concord, Ca. is $5935.00 per month for trash ! This is $2000.00 more per month than a far busier locations elsewhere in California. When cities decide who us the consumers are forced to use they have a fiduciary responsibility to protect us from price gouging! Last month we were billed$6235.00 because of extra garbage above the lip of the bin. Frankly, I find Mt. Diablo's, rates unconscionable ! What happened to competition , The American Way? Robert Nini
Terribly unhelpful customer service. Little to no guidance on the website of what is recyclable in the blue can, so I called. Told that even if I disassemble a metal item, eg a chair or some shelves, so they easily fit in the blue can - it is not allowed in the blue can... It's still a separate bulk item, even though it is not bulky, that needs a special pickup. Twilight zone. The CS person concludes with "good luck getting that recycled". That? Simple safe non bulky pure metal household items! I ~ never hang up on someone, but this time I made an exception.
For the 5th time my green waste bin was not picked up. I’ve had to call customer service to get them to pick it up the next day. If the driver worked at my company they would be fired. How can you miss a large green waste bin? Really?? I think I should receive credit to my account for lack of service and aggravation. Instead I received a notification of a rate increase! Get your act together!!
Absolutely ridiculous "service." Please train your people on how to effectively empty trash cans. I can't begin to tell you how many times I've seen the person shaking my can like there's no tomorrow instead of letting gravity do the work, thereby leaving trash at the bottom of the bin. It's a good week when they actually empty the entire bin. They also lie - recently they failed to pick up my entire street's green waste bins (I checked my neighbors' bins as well to make sure it wasn't just mine). When I called the next day, they told me they had picked up and threatened to charge me an extra fee to come back out. This is what happens when you have a monopoly. They raise rates every year yet the service continues to decrease.
Most ridiculous services of the customer services representative. Due to the long weekends bill did not go through but call first thing in the morning and pay the bill and ask them to call truck driver to pick up the garbage who was standing in front of location. They refused and ask for $ 75.00 extra to pick up when truck was right there. They take the advantage of being single source of service.
Easily the worst waste management company I've ever had to deal with. One time they refused to take my trash because the top wasn't down all the way (literally 5-6 inches up). I've seen these same guys take my neighbors can that had a snowboard sticking out of it. I called them multiple times to have them drop off oil containers and they never did. Probably the most egregious thing they did was send the neighborhood a letter threatening to stop picking up the trash because someone dumped a bag of trash into one of the green waste bins. Awful management.
Im giving them 2 stars because maybe 3 or 4 times when I forgot to take the trash out, one of their guys walked up my driveway and pulled it down for me. I've had good interactions with most (not all) of their drivers.
I moved a year ago and I pay half of what they charged for the same service.
This is the most worst garbage recycling company I've ever had to deal with. Not only do they continually raise prices, but their services are incredibly unprofessional. The drivers choose to pick up garbage and recycling at their convenience. When they do forget or miss a pickup, they come up with excuses, blaming the property owner for not meeting their so-called "requirements." There are instances when they claim to have completed pickups even though they just simply drove past the property without collecting the garbage. Every single time, there's something left behind that they fail to pick up. Their customer service support is unhelpful and just gives you the runaround without ever actually solving any problems. One star is being too generous.
Services were turned off but had them turned on later that day the following week they didn’t pick up my garbage because they said the system didn’t post my payment till the following day. They said someone would pick up at 8:37am…. Did they come back NO. I called at 9:20am and they said sorry but they can’t come back till next week or if you want them to come back today it’s a 35.00 fee to go pack. So I have to pay cause your driver is rude and didn’t do his job and come back. This place is a joke this is the first time this has happen in my 2 years in concord and no courtesy pick at all cause they have a dinosaur system. You guys are a joke and have horrible customer service.
in the past we have had to call them multiple times to come back out and empty the trash because they forgot.
this morning i get into work with garbage still in the dumpster, garbage underneath dumpster. called for service, they said they will charge us again to come out to to finish the job they left this morning. asked to have this done immediately. was told no, and that they will have someone call me back still waiting over an hour at this point. this is very unprofessional
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