I have never had to handle these services myself before because I live in a mobile home park, where they take care of it for you, however, someone stole my recycling bin, and I was desperate to get it back so I decided to go right to the source. After seeing the three star review, I can't say I was looking forward to making this phone call. However, I'm happy to report that it went awesomely! I spoke with a super personal, understanding, helpful, patient woman named Diane, who got me taken care of promptly while also putting up with interruptions from my comical (but so cute) five-year-old. Thanks for making this easy, Diane, and SD. read more

I been using Suburban for three and a half years and it was fine. However in the last 6 months the quality has service has gone down dramatically. They skipped picking up my recyclables for 3 weeks in a row I had to call them multiple times. I now have one bulk item sitting in my yard for the last 5 weeks that they have not picked up. Hold times for their customer service phone line is ridiculously long. read more

Family member lives in an association environment. Pay extra for garbage to be picked up at door due to medical handicap. Garbage is constantly left behind even though neighbors in the units adjacent have their trash picked up. Everything you call it's the same excuses. It's a new driver or we are short on drivers. How does being short on drivers effect anything when the driver is already there picking up the neighbors garbage. Promise to come back thebnext day but that rarely happens forcing younto waste your time calling them back just to hear then same worthless excuses. They have no problem taking your money when paying extra to have trash picked up at door due to handicap, but at no time has anyone in the office ever offered to credit the account. They are more than happy to take your money but your trash is optional. They truly are a "garbage" company. read more

If you've ever wondered which US-based company is the most poorly run, please, look no further and allow me to introduce you to Suburban Disposal. Like many customers, after seeing a 23% price hike in my Waste Management bill, I thought working with a smaller, local team would be beneficial. But I would have gladly eaten their price hike rather than lose hours of my life fighting with the clowns at Suburban Disposal. Now, picture this... On Wednesday, July 29th, I signed a contract for annual trash and recycling service. They explicitly promised my bins would be delivered by Friday, August 1st. Friday comes and goes: No bins. Monday, August 3rd: I call them. I'm given a laundry list of excuses--short-staffed, no trucks in the area--but I'm promised they'll arrive by Tuesday. Tuesday, August 4th: Still nothing. I call again around 3:30 PM. A staff member named Jose checks the notes, confirms my previous calls, and guarantees me they'll be delivered by 7:00 PM. Spoiler alert: They weren't. Wednesday, August 5th (My actual pickup day & 1 week since signing): At 6:30 AM, I email customer service asking to escalate this to management since front-line staff had now broken three separate promises. No reply. By 10:45 AM, I call asking for a manager. They transfer me to a random line that goes straight to voicemail. I leave a message. No callback. By 2:15 PM that afternoon--having received zero help, zero equipment, and zero service--I emailed back to cancel the account due to a blatant breach of contract. Because they never delivered the toters, I was forced to store my household waste in the garage. In the middle of peak summer heat, this resulted in flies, a maggot infestation, and a stench that took over my garage. To top it all off, they refused to acknowledge the cancellation or apologize, forcing me to file a chargeback with my credit card company just to get my money back. It turns out the secret key to Suburban Disposal's low cost is simple: they take your money and don't provide services or communicate with you as a client. I would recommend walking each and every individual wrapper to your town dump over working with this company. Deplorable, cowardly, unethical, and highly shameful buisness. DO NOT do business with them, you'll sorely regret it. read more

Horrible horrible service. Signed up as a new customer and cancelled after only 2 weeks. Neither week was my recycling picked u, had to call 3 times and was assured someone would be out to pick up and it is still not picked up going on day 3. Nor is anyone else's in the area. DO NOT sign up with Suburban. read more

The last year had been horrendous, especially since we haven't gotten our garbage picked up the last three weeks And if they manage to pick up cardboard they don't even completely empty the receptacle, is anybody else having the same issue? read more

By far one of the worst businesses I have ever dealt with. Tried their service for 2 months in Irondequoit. They have a Friday pickup. They only picked up the trash on Fridays twice. All the others were missed and they would maybe come Sat, maybe Mon, maybe Tues. One week they just never came. At that point I called and cancelled my service. That was June 22nd with a final pickup of June 26th. That pickup was missed and was picked up on Sat again. We then left the Bins outside for 3 full weeks for them to pick up. I have called their customer service about 7 times now wondering when they were taking them away and giving me my refund. You do have to wait on hold for at least 10 mins each time, with my last call having to wait 30 mins before someone picks up. I was then told, the order to pick the bins up was not even put in until June 30th, and they ask for 10 business days to come get them. I have called twice now on the 11th and now 13th business day. Each time im told, there is a new person who is learning the route, sorry. I have now pushed back to ask what route they are talking about, since this isnt a trash pickup, it is someone coming to take away the bins, to which I was then told, they are still learning how to use the truck. And then asking why I haven't received my refund check yet, I was told they need to wait until they pick up the bins before they can issue a refund check. I am beyond frustrated with this company and their excuses that make zero sense. Im still waiting for things to be resolved almost a month after trying to leave this company. read more

made a mistake paying for a year. I called them just to receive a recording .please stay on the line .I do not recommend this Co. Poor service and I will change to another Co. I am old and disable .Do not sign up with them. I would give them a minus star! read more

UNACCEPTABLE: Avoid Suburban Disposal at All Costs! If I could give this company zero stars, I would. Suburban Disposal is the most unreliable, unprofessional, and disgusting service provider I have ever dealt with. For months, their basic service has been a joke. They constantly miss scheduled trash and recycling pickups. Bins are routinely left sitting at the curb for days on end with zero communication or apology. You are just left hanging. The absolute tipping point happened recently when their crew spilled someone else's used cat litter and cat poop all over my driveway during their route. Instead of doing the decent, basic human thing and cleaning up the biohazard they created, the workers simply hopped back in their truck and drove off, leaving my property covered in animal waste. It gets worse. I immediately contacted customer service, and they opened a "work order" to have a crew come clean up their disgusting mess. It has now been over 10 business days and I have made multiple follow-up phone calls. Absolutely nothing has been done. No one has come to clean it, and no one has had the courtesy to call me back. This level of neglect is not just terrible customer service; it is a literal health hazard. They have no respect for their customers, no respect for private property, and zero pride in their work. Save yourself the headache, the ignored phone calls, and the literal biohazards on your driveway. Do not hire Suburban Disposal. read more

I almost never write reviews about companies. But this company is awful. Their customer service it the pits. They take your money but are very unresponsive to customers. I have simply been been trying to get a new tote bc the top is off and the pins are missing. They ignore web messages. Customer service (one of whom is awful) promised me totes weeks in a row and still nothing. read more

Prices are higher than most collection services in the area. Staff is sometimes rude when there is a problem with collection.

This company sucks. plain and simple. they have missed my scheduled pick up 4 times in 18 months, just spent 20 minutes of my life on the phone listening to "we are currently helping other customers, please stay on the line.) Made the mistake of paying a full year in advance, won't make it again when it's time to renew. In fact, i will not be renewing. Would not recommend. read more

I've been employing this company for about 5 years now and I've never had an issue. Like another user said, if I have something large I just call ahead of time and it's picked up. Maybe, maybeee I had one or two issues, but nothing that ever stuck out as something to complain about. They make paying online easy and are always friendly if I have to call the office. read more

I alerted the Suburban Disposal office about a missed pickup and was assured a truck would return to empty my trash container. Five days and six calls later the filled trash container has not been emptied. I was told each time a ticket has been created for return service. This company has lost my trust regarding correcting their mistake. Waiting until the next pickup date is not acceptable. read more

The man who is some sort of manager was rude and defensive when my sister was simply asking about footage of when they came to pick up the trash just to confirm it wasn't them who damaged her car. They made so much noise and after they left, my sister's car had a dent in the back side door. It's a sharp, hard dent and it must've been from trash falling. My sister called and the man on the phone kept shutting her down, questioning her logic and saying he wouldn't release the footage bc it just didn't happen, then started saying it was deleted. Awful customer service and treatment towards her and her property. Beware of this company. read more

I have had this company since moving into Brockport in 2015 and every single day has been a fight. Last year, I would go weeks without them picking up my garbage and get excuses after excuse. I have asked for a manger/owner to please contact me and that has never happened. Each time I called, they looked up the footage from the truck's camera and they say "oh yeah, he drove right by your house". We will send someone to get it tomorrow. Also each time they do actually pick it up, they leave the bin right in the middle of my driveway on it's side so I can't even pull in. My recycle bin is thrown up into the driveway and you want me to pay for it when it's damaged. No way. Today I call to give them notice that I have a few large items to pick up and I know it's a wait, which is normal. Now I am told that they can't pick up any pieces of wood over 4 foot long. OK, I am a single older woman - how do you recommend I get that wood cut. Oh and yes I have full totes to be picked up with old camping equipment. Oh they don't usually do that, they want it all in bags. Well you usually do nothing that I pay for. I have had to call the Village multiple times to ask what can I do and they have received complaints from other residents that Suburban's service is awful. Maybe a little shaming from your customer's will get you to do your job. read more

We have used Suburban Disposal for 20 years and have never had an issue. I always call the day before my pickup in case I have something unusual for them to pick up and they make arrangements to have the item picked up by another truck. read more

third time this year, having to call because the recycle collector does not do his job and collect. Have rescheduled for pick up the next day and they do not show up. Loyal dedicated customer that pays upfront for the whole year in advance and get poor customer service . Joke Mickey Mouse of a company. read more

Had to dispose of a Queen Mattress Set and per their easy to navigate website, called them 24 hours before my regular pickup, and as promised, they picked it up. I love a service company that does what it says they'll do. Thank you so much! Awesome service but all! read more

I have been using suburban for a year. I have used multiple waste management services prior to moving to Spencerport with great satisfaction. There have been numerous times where there was a single can or non-cardboard item in my recycling and they would subsequently leave the entire contents of the recycling bin untouched. Last month, I brought a brand new 32 gallon waste bin I had purchased with additional contents to be disposed of to the curb and they threw both the bin and contents in the truck and drove off with it. Yesterday, I called to ensure they would take 6 paper bags of yard refuse I had collected from the curb. I dragged them down and they failed to take any of them. I have been very discouraged with my experience so far. read more

Worst company ever. They do not have any care to take care of a paying customer. No problem taking your money but all the problems taking your trash. Missed multiple times a year. I am done. read more

I don't usually write reviews, but in the world of customer service these days I had to write about Suburban. I have had them for a couple years now and I have to say that no matter when I have called for additional pick-ups or questions their customer service has been excellent! And just the other day we had a lot of bedroom furniture to be taken. They gave me a window of 3 days. On day one first thing they were all taken. I have had 3 or 4 companies living here in Penfield, but would only use Suburban. .. read more

By far the worst service I've had. I just moved into a new house, and they have missed pick ups 3 weeks in a row (and counting). Do not recommend. Also, you cannot cancel early if you prepay for a year. read more

Suburban Disposal has been fantastic for my home and my business uses. Their in office customer service is helpful, responsive and it's very nice to speak to an actual human being. read more

They had to be reminded 3 weeks in a row to pick up recycling. Now they are forgeting to take the garbage.

The are the best! I moved in here in March and had a service at the previous owner had... Starts with a ,C... . Had lots of trouble with them didn't seem to be dependable. We switched to suburban disposal and could not be happier! Their customer service is great! I don't have to wait on hold for endless hours just to get no service. They picked up bulk items when they said they would they've done everything that I would expect from a service and then I pay for.... And they are consistently on time. I saw some low ratings but I don't know where they're coming from cuz this service is fantastic! read more

I really have had a very good experience with this company (after trying another local company). I have officially gone a couple years now and I've never had an issue with pick up. They are definitely busy on the phone after weekends and stuff; but I pay the year-in-advance deal and the people on the phone are very nice when it's time to renew-! read more

Apparently I'm paying for a recycling service where they pick through, decide what to take, and leave the rest on the grass? Nice work, great job. read more

The service was good as long as I was able to get the totes to the curb, but the minute I requested they pick up at the house since I could not wheel them to the curb, the service went downhill. I have called 4 or 5 times now for the recycling to be picked up as the tote is 3/4 full with not much room for more, but so far all I get is promises. So disappointed in trying to "keep it local". read more

So disappointed. At least once a month, either my garbage, recycling, or both are not picked up. Because my pick-up day is a Friday, I can't call the next day to report it since nobody is there on weekends. Used them for years, but will be looking for another company. read more

I have been with Suburban for many years now. They cost less than I was paying before and I haven't had any issues with the service. They have been helpful when I've had to call the office for any reason. read more

I've had nothing but good experiences with Suburban. Every time I call I get a pleasant person on the line who is able to help with whatever I need. read more

Worst garbage company ever! I have to call every week and complain because our house either gets skipped or they knock over our can and spill garbage all over. read more

Used to be a good company. Lately though, they keep skipping my pickup. I can see from the other reviews that I'm not alone. I call and complain and they tell me they'll have someone come later or the next day, and then they don't show up then, either. Over and over. read more

Worst garbage company ever! I have to call every week and complain because our house gets skipped, On several occasions they promised they would collect it the next day and skip that day as well. They have even blown us off that way till our next garbage day only to skip the next week. I went to the BBB to file a complaint and they have an F rating already. We are going to a new provider lilac is under new management no matter how bad they are i know it will still be an improvement over this craptastic service. read more

3 of the past 5 weeks, they have not picked up our recycling. It takes multiple calls on multiple days to get it picked up. Every time we are told "there is a work order on the truck and someone will be there today." Their words mean nothing. No one shows up. Just like today. We pay our bill on time. Why do we have to call you repeatedly to provide the service we pay you for? read more

Always leaves important updates on their phone line. Always have had great service for many years.

I am so disappointed in this local company. I understand there are issues that arise but their customer service is horrible. The woman I spoke to on the phone was rude and seemed annoyed I would even call to try and resolve a problem. Very disappointing. It is sad that this woman is representing this company. Sadly, we left. read more

I have had to call twice this year to remind them to pick up the recyclables. The first time they missed me 2 months in a row and got it into the 3 month,the second time skip twice again and and called to remind them again. I pay monthly for every week garbage and once a month recyclables. Some one is not doing there job. read more

Regrettable service. I wish I had looked into them before using them. I suspended my account with them a few months back because the house was going to be vacant and no trash to pick up. They had a record of me calling. I called back today to have them do a one time pick up. They said they couldn't because I hadn't paid my bill. I was surprised because I always prepay a few month out and there was still money in the account when I told them to hold service. They explained that their driver had been going to the vacant house for months and that I owed them for trash pickup. They refused to accept that a mistake may have been made. This company is a joke and I'll be taking my business elsewhere. read more