AES Bord na Mona 

My recycling bin has not been collected for 8 weeks now. I have contacted customer service 7 times and have been on hold for over 30 mins each time eating for someone to answer. I have had texts, emails to tell me to leave my bin out to be swapped ! 4 weeks the bins is still out and waiting to be collected. We have paid the account in full for the year. Now have 9 extras bags of recycling as have no where to put it. Even customer service agents are astonished by this ! But that really is not helpful. I cannot express anymore how frustrating this is. Do not go near bord na mona for your waste disposal. They are worse than useless

Appalling service, and complete lack of respect for customers. It looks that there's only one person answering the phone. I have been trying to get in touch since 6th September to subscribe to waste. After waiting for 35 minutes on 12th Sept, I eventually managed to talk to someone who took a €50 deposit from me, told me new bins would be delivered within 5 to 7 days, and that the next bin lift was on 20 Sept. She also was to send me a Welcome email with my account number so l could log in to their website. I am still waiting, both for the bins and the email. I emailed them, got an answer saying they were busy and would reply within 48-72 hours, but they didn't. In the meantime, I got texts telling me to top up online, but, as the Welcome email wasn't sent to me, I cannot log in because I don't have an account number. Now the next lift is tomorrow, the bins haven't arrived, I have no account number, and nobody is replying to emails. This is worse than in a third world country and a complete lack of respect for customers.

I set up an account in July, paid the security deposit - Bins finally got delivered the 2nd week in August. First time I put my bin out it was not collected, bearing in mind I was still charged for this. Called, stayed on hold for over half an hour to be told the situation was a mistake and my bin would be collected, so left my bin out for collection, my bin was not collected once again, we through the whole call system, to be told the driver didn't know he had to collect my bin. Told to leave it out and that I was allowed leave 4 clears bag out for the 3 weeks of uncollected bins, Once again my bin was not collected. This had been ongoing for over a month, my recommendation is to stay clear of this company. The headache alone of trying to contact them whether that's by email or phone there is no point, emails they do not respond to and with wait times of over half an hour its just very unrealistic.

Waited 25 minutes to talk to someone to be told our account had been closed, no communication to inform us of this until our bin wasn’t collected on Thursday even tough they allowed our account to be topped up a few weeks back and still in credit. The woman I spoke to lacked in her customer service skills and was in fact rude and unprofessional. Very disappointed after being a customer for almost 19 years .

If I could give less stars I would. Their customer service is appalling, and on a regular basis they only half empty the bins. Long story short, while I was trying to clarify my bill, pointing out they were trying to over charge me they stopped collecting the bins. At that point I could not be bothered dealing with their incompetence so I cancelled the service. Three weeks later their four bins are still sitting in my driveway. Avoid Avoid Avoid

No collection and no response but happily taking my money, how a semi state body can get away with this is disgraceful, nobody answers or responds, nobody there cares, I will be changing service provider as soon as I can get through to cancel!, the Fawlty Towers of waste removal

Wont even bother saying whats wrong with this company just look at the earlier 20+ Negative reviews.And a big shout out to 2 of the biggest liars I have ever had the misfortune to deal with, Joanna and Rachel. BNM Have trained you well. Even I believed you when you said my problem will be sorted. Disgraceful. -5 stars if I could.

My experience with AES has been consistently negative. After a price hike in June 2023 I decided to move providers and had awful trouble doing so. It took nearly two weeks to cancel my account, however customer service never alerted my that my account had been closed. The attitude when I finally got through after three weeks was, “oh, did you not know that account had been closed?” Since the 21st July 2023 (now September 2023), I’ve been going back and forward over email and calls (when they answer) to try and get my bins collected. I deal with someone new every time and have to explain my situation to every new agent. The agents keep promising that the bins will be collect and still, they’re sitting outside our house. I have tried to get this resolved but have found my emails are largely ignored. Terrible service and would not recommend this company to anyone. There doesn’t seem to be any follow through and customers are made to feel like a nuisance if they speak up. Very disappointing.

Our bins in our development were not collected on Tuesday - we then got an email to say you were collecting on Saturday and now a further email to say collection is Tuesday - this is unprofessional and appalling customer service- my refuse bins are full to capacity - I cannot put another bin in - with the exceptional heat this is unhygienic and I have nowhere to store black bin rubbish - considering bins are collected forth nightly this pushes this collection to 3 weeks! We should be able to trust our bin service provider and I feel that this is not the case

Very poor service for Business customers. We have been overcharged for a skip for a few months and we cannot get a refund out of them. Avoid.

Awful service, don't answer the phone, very expensive compared to other providers, awful customer service. Avoid, avoid avoid!!!

My mother has been using AES Bord Na Mona for her household waste collection for over 20 years (she is now in her 80s). This year she had bins that went uncollected, and she had to chase the company to get an explanation which was never forthcoming. Then in May this year a bin was removed and not replaced for over 6 weeks, despite chasing for a replacement none arrived when promised which meant more chasing and more false promises. Eventually a bin arrived at the beginning of July. We asked for a partial refund for loss of service, were told this was possible but AES never responded again, another broken promise. Then, without warning, AES started taking an increased amount of money via the monthly Direct Debit in place. When this was queried we were told that the price had gone up (by 30%) to 31euros a month. They stated that we were informed of the increase via text or email which absolutely did not happen and to date they haven't been able resend a copy of any email or text to prove it.

Whatsmore, they actually began to take 35euros a month from the bank not 31 euros!! Needless to say we have taken the business elsewhere, as have most of the neighbours in recent years which is not surprising.

Something very odd about the behaviour of this company! Had a very good, reliable and fairly priced service from Tag a Bin, but they were bought over by AES BNM, as was the rest of the competition in my area in Navan. The Competition Authority were no better than cardboard cutouts and did nothing.

I've written (paper) and emailed them asking for a statement of account from the takeover to the present; absolutely no response!!!!

Price keeps going up with no warning or explanation.

I've never encountered or even heard of a service provider that demonstrates such contempt for its customers; as if normal rules of business and etiquette don't apply to them!!!!

The smarted decision you can possibly make is to stay as far away from Bord Na Mona (aka AES) as possible. Some facts:
Multiple price increases within the same year (was quoted 405 EUR compared to 250 EUR with a competitor), terrible and borderline rude customer service (budget in at best 20 min waiting time when trying to get in contact with someone, in some cases over an hour waiting time), multiple missed collection dates and when notifying about missed collection their response was to wait for next collection in 2 weeks (!!), multiple times our bins were half emptied, when our bins got collected they always left them in the middle of the street or in our neighbors house (!?!), and when it came time to cancel my service they told me 5-7 working days to come and collect their bins which turned into 21 working days which turned into a full calendar month passing and still waiting after 32 days from date of cancellation. When asking to speak to a manager or supervisor they are always conveniently on training or "not in the office today" or it needs a special request that takes 3-5 working days!! Personal opinion: If you value your peace of mind please go to a competitor and stay away from Bord Na Mona.

Awful ,awful,I am not a customer ,there are 4 bins belonging to this company that were left by the last person, 5 weeks,endless calls,dealing with, Ben,Abbey,Danielle, Aoife ,all of which have said this is logged to be picked up still waiting on a call from Aoife and Ben,no sign of any pick up,bin men that work for the company essentially laughed and said the customer service is terrible, I am reporting your company and property to the litter warden and the County Council ,what is going on ???

It used to be very easy to contact AES but recently it takes much longer. However when you do get through they're always very helpful and I have no complaints about the service provided. Hopefully, customer support can be improved.

0 stars AVOID
NOT FIT FOR PURPOSE.

Absolute joke of a company.

Much more expensive than every other company in my area, I have changed and saved over €150.

The worst communication skills I’ve ever encountered.

Cannot provide me with a bill or a breakdown of my charges for my own account.

Increased the price mid contract with no communication regarding this.

Missed collections regularly (I have security footage of this) their online account has logged collections and weights for days that they have not collected my bins.

I am not entitled to a breakdown or physical copy of information regarding my charges or service provided apparently.

In explanation for the missed collections I was informed sometimes the drivers just decide not to collect certain bins, BUT the service team cannot communicate with them to see why or to advise them to collect bins. It’s the drivers prerogative and apparently that’s ok with the company and I should just continue to put my bins out and hope he likes the look of them the next time.

I have called multiple times to rectify the situation to be promised call backs from managers, copies of my bill everything and yet none of this has happened.

I have spent hours on the phone to this awful company. None of their staff have ever acknowledged they are the issue, no ownership or accountability on their behalf no apology for the inconvenience and no solutions. Just round and round in circles.

Their online services are inadequate and not fit for purpose.

Their customer service staff all need up-skilling and retraining in communications and complaints handling

Management need to be updated on their own policies and complaints process.

The whole company needs to reassess how they operate in the domestic market or bow out of it.

Such a useless set of tits I have never before encountered.
You sign up online and receive an email saying you'll get a call from the set up team. They let the phone ring for 10 - 15 seconds before hanging up and it is impossible to call them back.
The contact form on their website doesn't work and they don't reply to emails.

Website experience to check account is painful! Slow and constant errors. Very difficult to get through to Customer Service.

Absolutely horrendous. Consistently missing collections for no apparent reason. Say they will call back but very rarely do. Missed 4 weeks ago. Collected that bin 2 weeks ago and now no collection this morning. The only time I got an immediate response was when they dropped a load of rubbish outside the house and drove away. That rubbish included nappies that we definitely did not have. The main reason for the prompt response was we had actually captured it on camera. On hold for over 30 minutes this morning . Time to change vendor I think.