Someone overfilled every trash bin on my street. I called the office as the driver will not take overfilled bins the resolution they suggested is to pay extra to have someone's else's trash to be hauled away. A shameful response from a national corporation.
Dumb service, my recycle bin was half way full, they didn’t empty it, i call and they want to charge me to came back. Very unfair what to do with this big companies taking advantage of the community.
They were supposed to do a bull pick up they never showed up or called last Tuesday. 6 Months ago I made a appointment to haul away empty carts because service was cancelled and property was vacant. All 3 of those times they never arrived... This company use to be REALLY Good something that Vallejo had was working! Not anymore not sure if there is new management or if all there normal employees quit.
Contacted them today because they did not pick up my recycling bin on Friday, according to the customer service rep, the driver was overwhelmed and did not pick it up. What the hell?!?! I'm calling again, because they still did not pick it up and my bin is outside, my recycling
Very poor customer service by agents on the phone. Called in today to notify of a simple issue about the new online portal use.
Agent ended the call after pretending not to hear me when I asked for her name several times.
Why would they care when they have monopoly over an essential government service.
For two days every week (trash day and the day after—what are they even doing here then??), their trucks stop on my street at approximately 4am and, for several minutes, emit the loudest and most obnoxious beeping noise I’ve ever heard in my life. We’re seriously considering moving out of Vallejo because of how disruptive this is to our lives. I can’t imagine a single reason why it could possibly be necessary, and I’ve never encountered another trash company that makes this much noise while conducting their business. Naturally, they also don’t answer their phones. Maybe they’d have a lower call volume if they didn’t regularly disrupt the sleep of entire cities for no possibly justifiable reason.
A driver refused to pick up my recycle bin, even though the two other drivers picked up the trash and compost bins that were sitting beside the recycle bin in the usual spot in front of my home, and my neighbors bins right next to mine were picked up. There was a note left on my bin saying "can't reach with truck parked there." I called Recology Vallejo and was on hold for 30+ mins and had to leave a message when I called within their business hours. The next day I receive a message from their office saying I need to move my bins away from the vehicle and call back by noon. Very poor customer service and a poor service experience that has not been addressed by the company.
Update:
After three weeks of pick-up with my bins in the usual spot in front of my home, the Recology driver today refused to pick up my bins again saying they could not be reached due to parked cars.
My home is at the end of a court, there is nowhere to park in front of my home when my bins are out, and my security system will attest to no vehicles during the day. This time I called and went to the customer service office with a picture.
Poor customer service experience again.
Update:
Again, my recycle bin was not picked up, while my other bins were. I reported this through the new platform and customer service called the following day to inform me the driver reported that they could not pick up the bin because they would have hit a vehicle parked on the opposite side of my driveway nowhere near my bins with the machine arm used by the trucks. A poor excuse for refusing to provide service.
5 workers sitting behind glass won’t help customers waiting in lobby. I finally lost it and said exactly what’s above. Then they helped me, but with an attitude. Poor customer service.
need some serious improvement!! the billing system is just awful.
so complicated and very easy to understand, not getting bills monthly, would charge two payments at once.
not happy :-(
Can I give them zero stars!!! I hate this trash company. They always skip my property. Right now they skipped it last week and skipped again this week. I have 11 units and the tenants are rightfully frustrated. I waste hours and hours of time on the phone with them. They promise it will get done and it doesn’t ever get done and then I have to call them again and again. I have had that property over there for 7 years and they have skipped me dozens of times. I have wasted countless hours talking to their call center. I ask for a refund to make up for my wasted time and they have yet to ever offer me even a penny. Can Vallejo please work towards starting a contract with another trash company for the love of God?!!!!! This is the worse trash company I have ever dealt with!!
Great customer service. Respectful and professional. They have a difficult job running a customer service/ call center, I appreciate how calm they were given that people most time call or come in when having issues.
Every so many months , garbage is taken and recycling is left or vice versa. And I have to keep calling them and reporting it. They shouldn't sigh or act like their job is so hard when they answer the phone. What they need to do is find out why their drivers constantly miss picking up the trash cans. Some of their drivers seem lazy if this happens often.
I've had several accounts with them for personal and business. They take a long time to pick up, and they won't help much. The attitude is that of an indigent person in some cases. I am often mis billed and then credits are added. The online system doesn't match the amount truely owed. They should have an attitude test to weed out the problem people who refuse to help with billing and just keep asking "is there anything else I can help you with" in a rather irritated manner, when they just refused to resolve or even clarify why thr billing is as it is. I know it's just a way to get rid of me and not be helpful. Not sure how they get these people.
Does not answer phone. You can stay on hold all day and nobody will pick up. If you go in the office, someone at the window will "fix" the problem, but on the next bill, the problem is still there.
I am beyond frustrated with this company, besides that they take an extremely long time to pick up calls, (one day I waited over one hour to speak to an agent) because they're understaffed, or their staff is not properly trained, but for whatever reason every time I call them it takes a long time to be helped over the phone. And if you go there, the office is always packed and it takes forever to be helped as well.
Anyway, I am giving them this review in hopes that someone in a higher position can hire more people and not only hire new people but train them how to properly address customer's concerns.
I have been calling to change the frequency of the service in a multi-house property and they have, but they are still charging the wrong amount every month, this causes a lot of trouble with budgets and other payments we have planned.
I am tired of calling, waiting a long time, and not having my problem solved, I would love for someone from the corporate office to reach out to me and help me with this issue.
Unfortunately there is no other W.M. company in the city of Vallejo yet, otherwise I would have canceled their services long time ago.
To Management/ or corp
I have all t he respect in the world for your outside workers. They work hard to keep our streets clear of the trash we collect.
I am not happy at all with your office personal an how they take care of your phones or recording from customers.
Been trying to contact the Vallejo office for a month now in reference to my account. Left messages stayed on hold for 42 minutes an longer more that once this month. Today I thought ok new day maybe they will answer my call today, sat on hold again
over 20 minutes so I called back and left a message with my name phone number an reason for call it is now 12.30 an still no reply.
I need a call back an ASAP so I can get this taken care of.
I bad reviews are what you want I will do them for you.
But I would rather get this cleaned up an taken care of.
Sincerely
Wanda Braden
Customer service never answer the calls. Have to wait on hold until eventually able to leave a message. Too frequently the drivers pass by and we have to call for missed pick up. I can see from the posts we are not alone. This company needs competition.
I am unable to update my autopay and called several times over the past two months to get my account unlocked. I spent more than 2 hours (total) on hold and just now tried to leave a voicemail and was promptly disconnected. So rude!
Scheduled auto pay to go through two days before bill due date. When due date came and passed with no payment processed, I had to call to see what was going on—called two days in a row, multiple times during the day…on hold 20-50 minutes. I finally deleted my auto pay and opted to make payment today (past due date).
I used to be able to call and folks answer quickly, unsure what is going on here.
They keep forgetting to pick up my garbage. How about I forget to pay my bill this is ridiculous and when u call your on hold for over an hour. Do better. We over pay as it is!!!!! The drivers are rude and very careless
I have had positive and pleasant experiences with Recology customer service in the past. However, something must have changed in management. I have tried for 3 days to get them to pick up my missed trash. I sat on hold for over 25 minutes before hanging up. I have emailed them 3 times. This morning I heard the trash truck at 6 am outside my window, lots of banging around, chains, metal slamming, etc. I saw two trucks near my can. I went out after they left, but they still have not picked up the trash. I have no idea what they were doing out there other than waking up the neighborhood. The two stars are for past experiences.
The customer service representative of this company is really poor. I called them 5 times, 3 hang up and 2 promised that the trash would be pick up on the same day, but never pick up. The driver keeps missing the trash and refused to come back. They said they will comeback but needs to pay 20 dollars. Is there any other trash provider in Vallejo other than this company? Their service is really poor
I’ve called and left them messages. I’ve been put on hold for 1 hour in order to speak to an agent. No one had responded to my messages. Finally a person by the name of Veronica answered, she was very kind and helpful. It just took too long to get my issue resolved. The driver said my bin was overflowing therefore he didn’t take it
Put my stuff outside at 4 am...was off that day, watched every truck go by...they never picked up my stuff. I call, wait on hold for 35 min - let them know im on my neighbors camera putting it out at 4 am because they questioned me - they say it can't be picked up until 2 weeks later and tell me they're going to send me the picture the guy took so I can see what went wrong...never get the picture. Why do I have to wait 2 weeks just because they messed up? And why lie about sending me proof of their error? Bummer experience.
I continue to complain to the city of Vallejo and hope they will one day contract with a different trash company. I have owned property in Vallejo for 6 years now and working with the trash company has been a nightmare the entire time. I have hours and hours of my time endlessly wasted trying to get ahold of them. I had many times too my trash just didn’t get picked up. My most recent frustration is that the trash price went up due to a green waste bin policy that supposedly was implemented by the city but we have always had a green bin that we would put green waste in so no additional service is being offered to us but we all have to pay more. Additionally I get constant complaints from them that the recycle is not perfect for them in every way. I let them know over and over again I can’t fight off homeless people that go mess with the trash weekly. I own properties in multiple cities and I can tell you the trash company in Vallejo is by far the absolute worst! Praying one day Vallejo contracts with a different company. I encourage others who are absolutely frustrated by this company to also send messages to the city of Vallejo to contract with a different company. The company that services Vallejo will only change with many voices calling for a change.
As the world continues to adapt to new ways of doing business, the value of providing good customer service is a critical skill. It was during a recent experience with transferring my service, that I received the most noteworthy service from two of your employees, Sharon & Rosalyn, whom I would like to commend for their professional customer service skills. Both women treated me with an empathy and respect that made me feel very positive and supported with this business. Employees such as these, are an asset to any institution and supports a high customer satisfaction return. J. San Clair, Vallejo, CA
They are billing people in advance for quarterly payments but this is not what is told to you when purchasing service. They tell you, you pay for service month by month but now they are billing my landlord with hidden fees like I haven’t been paying my services. Their offices are not open to accept cash or debit payment and I can’t even find my account online. Then when I call and ask how much I owe the amount is different every time I speak with some one new. This business is a scam at its finest taking advantage of old vallejo residents and people that just pay their bills on time. Reported this business to the better business bureau. The customer service is terrible and they hardly ever answer the phone, blaming covid for having offices closed, but yet they pick up germs from the trash from every house in Vallejo? Someone needs to put them out of business this place is stealing from Ballejo’s residents . Using covid as an excuse for them to bill people without question and then say that they can’t open offices up but I can go grocery shopping right down the street. Shaking my head absolutely disgusting business ethics.
Not sure what the other reviews are talking about. I have never had a bad experience in 15+ years with in several areas of Vallejo. When my dog went missing and I couldn’t find him anywhere, recology was the last place I checked. The staff member was so compassionate in telling me they picked him up after being hit by a car. They let me cry and talked me through it. Just recently, I ordered a special pick up. I had my load ready and an Xmas tree I was still trying to figure out what to do with. They took it for me even though it was 10 feet away. They cleaned up everything like nothing was ever there. I’m extremely happy with them.
The phone was answered quickly. I did not appreciate the abrupt tone of voice and lack of helpfulness from the staff member. From the minute she answered it was obvious she didn't want to talk to anyone. Very abrupt, unhelpful. In the past I have had a good experience with these people. It was not as if I was asking for something for free. I never even had a chance to mention that last week they did not pick up my broken green bin and replace it with a new one as promised.
My recycling bin was missed last week I did not call and complain because everyone makes mistakes.
Today I checked my bin again it was not picked up now I am feeling some kind of way all the other neighbor bins are picked up.
I only gave 1 star because I am forced to rate the service.
We have had 2 previous Recology employees that deserved 5 stars but this new employee is making think he has a personal issue.
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