Recology provides debris boxes for large-scale removal of waste from your home. Joe Geist runs this program, and he is AWESOME. He's responsive, professional, friendly, flexible, smart, and offers the most excellent customer service I've ever experienced. His can-do attitude goes a step further and results in does-do execution. Thanks for the exceptional experience I've now had renting from y'all twice. read more

If possible to leave less than one star for 'The Ratto group' 'the unicycler' or 'waste management' group that contracts with Santa Rosa for curbside waste pickup then I would do so! After being an excellent customer for 10+ years my family and neighbors have been treated to outrageously poor customer service at all levels and espoused most vociferously by the self proclaimed manager "Joe Geist". We have found this group to be adversarial, confrontational, not solution or resolution oriented....and basically everything you would NOT want to experience from a business or in the case of curbside pickup utility. They have acted in a dismissive, punitive and discriminatory manner with regards to our service! Despite repeated assurances from their staff that our concerns would be addressed they failed to follow through on every case. Our concerns with the utility side of their business will be addressed with the city/county. Please consider this to be our strongest recommendation to find another business to fulfill your needs. Caveat emptor! read more

Me "my garbage cans were picked up and removed, why?" Customer service " I don't know. Did someone move in your area?" Really??!! I now need to keep track of my neighbors accounts in order to continue to have un-interrupted service? Payment for services doesn't matter?? No apologies for mix up, no apologies for my interrupted service that I am paying for, no discount for the amount of time I have to go without trash cans due to their mix up. No guarantee of when I will receive cans back. Horrible customer service. read more

I have been attempting to get in touch with Recology, Sonoma Marin for 2 days. Their website doesn't help as it won't accept any question or information. Telephoning is most frustrating as you listen to their information robot repeatedly and for at least 20 minutes. Using the call back service just repeats the same robot message when it finally calls you back. I have actually been connected to a real person twice and each time after I supply my address I am disconnected. This is completely unacceptable and infuriating. read more

Their website is a disaster. The phone system drops every call. I don't know how they can run a business this way.

Someone stole my garbage can 3 weeks ago. I called more times then I can count. and I finally talked to someone about getting a can on September 11th. I was told the following monday I would have a can delivered. still nothing. my neighbor has been complaining to me because I have been throwing my garbage on the ground. what does he expect me to do with it? at this point u would think it was a public health hazard but this company doesnt seem to care. I shouldnt be chasing them for a garbage can. Im this close to calling the police to get one.lol read more

When you are a monopoly, as is the Ratto Group is in Sonoma County, you can pretty much do as you want...customer inquiries and concerns ? No need to acknowledge... Missed pickups? Tough, we don't really care...Schedules for pickups? We will pick up some cans bright and early, but will leave another to block your highway vision all day ( possibly more? )...ah, to have an alternative would be great! read more

Wow worst customer service ever.... I called because they switched out our garbage can with a much smaller one (I can't even fit one bag of garbage in there) so I called to see what was going on. I figured it had been a mix up, they basically told me ,very rudely, that we have been paying for a smaller garbage can but using one of the larger ones (which was never big to begin with). That's fine I'll pay more but I would like my "larger" garbage can back, they told me I have to pay them for the other can difference for the past 3 YEARS ... seriously no that's not going to happen ... I am not going to pay for their mistake that is absolutely ridiculous. When I asked if I could talk to their supervisor I was denied and told a email will be sent to her manager! When I asked why I could not talk to the manager she said it was because I was not on the account. Wait really we just had a 10 min. Argument about everything about the account...what is going on... this is totally absurd . The whole conversation was so unprofessional. Oh and they could never answer the question to why the cans were swapped out to begin with .... ugh don't ever call this place expecting to get straight answers or any type of customer service. *UPDATE* spoke to Robert after finding his number on another yelp review and found out I had spoke to a new employee. He was 100 times more helpful, I really appreciate his professionalism and courtesy ! THANK YOU ROBERT! read more

My sister has been calling on behalf of my disabled mother for five weeks now to get cans delivered to her house. These people keep saying they have delivered the trash cans, or they are gonna send out some manager type to check it out to see what's going on. Five weeks now they have been saying they have delivered the cans and five weeks now trash has been piling up at my mothers house. Either they are the dumbest people in the world or they are not delivering cans on purpose... either way this sucks! read more

Laughable service. Coming from SF where they actually get out of the truck and are happy to toss extra bags next to your bins for free these guys are a joke. Multiple times they have not emptied my bins for seemingly no reason (closed bins), then want an extra $5 to pick it up the next day, which they may or may not do. Didn't pick up any trash on the whole block today for some reason. Terrible customer service. The worst. read more

How about a half star or an 1/8 star, no more like a 1/16, star. Then we would be getting close. Did our city managers really make this arrangement? Is the company owned by the Mayor's grandson? How is it possible that this is our garbage service? The fact that this review is under the name "waste management" ...what is their name? Ratto Group, Unicycler, Sunrise what!? A perfect example of their elusive, vague, we don't give a shit, attitude. My poor experiences with this company are so many, I do not have the time or character space to spell out each one. ******But most importantly of all of them is that in no way will we ever be able to speak with a supervisor. They live in an ivory tower where no common level representative is allowed to address them or look them in the eye. All requests to speak with a manager must be requested in writing , in triplicate and presented on a gold plate. And even then your request may not be accepted. If the gods of garbage smile upon you, they may call you back but don't get ahead of yourself, you have not won anything close to customer service. These gods are the epitome of obstacles and excuses. Follow their rules exactly - I warn you - or they will take their revenge. ******FIRE RATTO GROUP! This was once Sonoma County where people talk to each other, where we get things done by hard work and honesty. These guys are not from here and should be banished to beyond county walls. #takebackSonomaCo read more

Horrible customer service. Their trucks take all day to pick up, and then they don't even empty the bins all the way or they don't pick up a certain bin and don't even bother to tell you why. So after years of service, all of a sudden they won't pick up a green waste bin because a branch is sticking up. HORRORS. Then after waiting on hold for 20 minutes, they reassured me the bin would be picked up the following day. The following day the bin still was not picked up and was supposedly because the bin was too full. Are you kidding me? What kind of lazy people are working there? The manager apparently does not have a phone number. And, he MIGHT call me back sometime, they could not even tell me if it would be today, tomorrow, next week, next month or next year. HORRIBLE SERVICE. Now they want us to only give them "clean" recycling, they bid for a certain job and they got the job. Deal with the consequences of perhaps not making as much money as you thought. Just because the recycling market has tightened you don't have the right to change the rules after you submitted a bid a certain way and it was accepted. Get a grip, improve your customer service and perhaps you might receive a positive review. UPDATE: The very incompetent customer service reps told me that they could not give out the manager's phone number. They did give me his name, it's Robert. His direct line, for those who need it, is 707-586-7722 read more

After reading all of the negative posts, I was surprised at how easy it was to Cancel my account, perhaps that made the difference. My account was closed, they arranged to pick up the cans at the end of the month and will send me a prorated invoice to my new address out of state.... pretty easy. read more

I guess I am the "odd man out". I have had good service with them. They have been so understanding when my husband almost died and I forgot to pay the bill. They understood and ask I pay in payments for that time period. Pay something in good faith. Then I forgot and two months later a phone call reminding me that I forgot. They were very patient with me. They also explain my service I have thoroughly helping me save money. You do have to wait a long time on the phone to get someone. Email. seems to work better for me. read more