Recology American Canyon - Vallejo, California

Stefan P.

All residents are forced to use them. Their billing system and billing customer service are terrible. Do not use their auto-pay system: it's a lot of work to set up and then will randomly stop working so you will miss bill payments and have to start over with the account set-up. Customer support refuses to help or get this fixed. Arrogance of a monopoly!

Ric N.

Open Letter to Tom Phillips - General Manager

Tuesday, November 21, 2017

Hello Tom,

I am a resident in Vallejo. I called this week to schedule a special
pickup for some trash at my home. The woman who answered both
yesterday and today named Lisa (I didn't get a last name) informed me
that there is a rule that you won't pickup any "bags" larger than 32
gal and 30 lbs.

I understand the need to to set standards, however in business I'm
also aware that some standards are merely in place to avoid certain
issues. In this case, it seems this would be in regards to the safety
of the persons picking up the "bags". Considering I've had a couch and
a love-seat that were much larger and heavier picked up this way, I
have a hard time seeing how a bag larger than 32 gal is of any issue
unless the contents were obviously heavy. As a business owner myself,
I look for ways to avoid adding costs and time to the issues I face.
This is why I called yesterday and today.....

I explained to Lisa that I had a "bag" that was much larger than 32
gal. however I could personally lift it over my head with one hand,
clearly showing that it's not going to injure anyone loading it into a
truck. I also suggested that I could send a pic (attached) to
demonstrate this and included I am trying to avoid spending additional
money on unneeded bags and trying to save the time to go get them and
repack the trash. Unfortunately Lisa seemed impatient & had no time to
discuss the matter with me. She continued pressing that "the rule
states" and would not consider any other possible outcome. When asked
to speak to someone who might be able to consider the issue in regards
the specifics of the matter, she said there was no supervisor on duty
and wouldn't be until the following WEEK! I was then forwarded
someone's voice-mail never coming back online to tell me she was
pushing me off onto someone else.

What is her purpose at the company? Certainly not customer service as
a few extra minutes of her time to clear this up surely wouldn't have
stopped the rest of the company from functioning. She clearly DID NOT
try to ask anyone if this was flexible.

I can't imagine my request is so outrageous it should've been ignored
completely. To be treated with such disregard is disgraceful. Is this
the service we customers should expect from Recology?

Regards,

Ric Neece
(Noel R Neece Jr.)

UPDATE: Wed 11-22-17 - Was contacted by Bill Burrage - Op Mngr to resolve the issue later that afternoon. I am editing this to reflect their attention to the matter. I won't hold a grievance against an entire company when their management took immediate action in response to a single staff member.

Catherine D.

Drivers have been coming later and later in the morning, sometimes as late as NOON. This forces me to WAIT for them to fill the green bin up. I have alot of yardwork to do and Monday is essentially a wasted day for me to be able to use a service my family is paying for!!! And the current driver is NITPICKING to find excuses to write notices on our bins for, saying our bin lid did not close when IT SURE DID when I came in the house this morning. You wanna explain that, or would you like me to provide security footage from our house for you? SMILE, YOU'RE ON CAMERA TOO!

Jay B.

The collectors always make excuses why they don’t pick up the bins. Were in the city’s agreement does it say these rules for pick up. The collectors are paid to collect the bins and empty them. I’m paying for a service that is not being done. I will be looking at the cities agreement with this contractor and the cities codes on waste. Any issues I find my lawyer will bring up to city council.

Douglas S.

I called to complain that their website for payment does not work.

It does not recognize the account number on my bill.

For six years this has been a recurring problem

I called their Vallejo number, and the woman hung up.

I WANT ANOTHER GARBAGE COLLECTOR.

Leigh C.

Horrible horrible company. I wish there could be a way to sign up with another company! They keep forgetting to pick up my recycle. I have to call them over and over again to remind them. They have said they would fix it like 10 times now. It's so frustrating!

Leti L.

I have never had any issues with their services or with the customer service team. In fact, I find them helpful, nice and always willing to help.

John T.

They do pick up the garbage, and if the are not paid, they can make an assessment on your house. We have spent over an hour on hold waiting for a response...I don't think they answer their phone. That is why they have a low rating. There is NO RESPONSE.