Complaints

This profile includes complaints for WIN Waste Innovations's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  WIN Waste Innovations

  90 Arboretum Dr Suite 300 Newington, NH 03801-7857

  
• 

  WIN Waste Innovations

  484 Dow Highway Eliot, ME 03903-1440

• 

  B & S Carting Co., Inc.

  8 Viaduct Rd Stamford, CT 06907-2707

• 

  WIN Waste Innovations

  434 Harold L Dow Hwy Eliot, ME 03903

• 

  B & S Carting Co., Inc.

  PO Box 17250 Stamford, CT 06907

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/29/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ***** She provided me with the customer care # to cancel once I was ready. I called customer care on 4/25/25 to cancel as instructed. I was then told I was unable to cancel because my contract automatically renewed and I did not send them a certified letter within 30 days. In no previous calls was I instructed that I needed to send a certified letter. I have sent them all documentation that I stated I was cancelling in December ********************************************************************************************* since the first time I tried to cancel in September 2023. Also, mislead me when I told them I was not renewing in December 2024. Also, the dumpster is now costing me $168.73/month which is roughly 150% more than the contract I signed. My desired resolution is to be let out of this contract and have the dumpster removed from my property.

  Business Response

  Date: 04/29/2025

  To whom it may concern, 
  
  We want to thank Ms. ***** for reaching out and providing a detailed account of their experience. We understand her frustration and sincerely regret any confusion or inconvenience caused during their attempts to cancel the service.
  
  After reviewing their account and the communications she referenced, we acknowledge that she first inquired about cancellation in September 2023 and was informed at that time of the automatic renewal provision. We also note that in December 2024, Ms. ***** indicated to our representative, ******* ******* that she did not intend to renew the service. While ******* advised her to disregard the new contract and provided her with the customer care contact to initiate cancellation, it is standard company policyoutlined in the original agreementthat cancellations must be submitted in writing via certified mail within a specific notice period prior to the renewal date.
  
  Unfortunately, as that certified written notice was not received within the required timeframe, the contract automatically renewed per its terms. While we understand that the certified mail requirement may not have been clearly reiterated during every communication, it is included in the contract and remains enforceable.
  
  Regarding the rate increase, please note that our contracts include provisions for periodic rate adjustments based on market conditions, fuel costs, and other operating expenses. These increases are standard across the industry and are communicated in advance.
  
  At this time, while we are unable to waive the contract terms, we remain open to working with *********

  To prove as such, our lead **** has had communication with Ms. ***** as recent as 4-25-2025 to find a reasonable solution. Which according to the phone conversation and email our leadership team has received, the most recent negotiation was a 12 month contract instead of paying liquidated damages. However, my Lead, ****, informed me that Ms. ***** has yet to actually return the contract signed. So, as it currently sits, Ms. ****** at this time, would still be held to the previous contract and liquidated damages until we receive that new 12 month contract back. 
  
  Please let us know how you would like to proceed.
  
  Sincerely,
  *******
  Supervisor
  Win-Waste Innovations

• Initial Complaint

  Date:04/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since Spring 2016, I have had ****** ****************** which I believe was sold to Win Waste Innovations. In 2022 and 2023, I had multiple issues with billing. Often, it would be finding out the bill is higher without proper notification before going into effect. In September 2023, I had enough and found another service for garbage disposal and notified Win Waste. I had to call for my final invoice and ask them to pick up their containers after a month. The customer service representative reviewed my account and said it was $0. Never heard from Win Waste again. In April 2025, I received a collection notice from the Eastern Account System of Connecticut for $39.98. I am frustrated because I called in October 2023 to ensure there was no final balance, and they picked up the bins so I would not be charged. I did not have any services after September 9, 2023. This is another example of the billing issues I had with Win Waste. I've called them, and they said they could do nothing. I would like this balance waived - I've already discontinued services. I have sent a certified letter to the debt agency, as Win Waste cannot assist. I cannot log back into my account as it is inactive.

  Business Response

  Date: 04/17/2025

  To whom it may concern,

  My name is *******, and I am a supervisor here at Win Waste Innovations Corporate Headquarters in **************

  I want to thank Ms. ******* for reaching out. We understand Ms. ******* frustration, and were sorry to hear about the difficulties she experienced.
  
  Wed like to clarify that when ****** ***************** transitioned to Win Waste Innovations, we made every effort to maintain continuity in service and communication. While we regret any confusion or inconvenience regarding billing adjustments, our records indicate that notifications were sent in accordance with our standard procedures and terms of service.
  
  As with any subscription type services, all cancellations take place for the end of the month. Regarding the final balance of $39.98, while we acknowledge your call in October 2023, a review of your account history shows that this balance may have resulted from a prorated charge from the cancellation or a final service-related fee, which may not have been fully processed or visible at the time of your call. Occasionally, final adjustments can post after account closure, especially if the container pickup occurred after the final bill was generated. 

  
  Thank you 
  
  

  Business Response

  Date: 04/17/2025

  To whom it may concern,

  My name is *******, and I am a supervisor here at Win Waste Innovations Corporate Headquarters in **************

  I want to thank Ms. ******* for reaching out. We understand Ms. ******* frustration, and were sorry to hear about the difficulties she experienced.
  
  Wed like to clarify that when ****** ***************** transitioned to Win Waste Innovations, we made every effort to maintain continuity in service and communication. While we regret any confusion or inconvenience regarding billing adjustments, our records indicate that notifications were sent in accordance with our standard procedures and terms of service.
  
  As with any subscription type services, all cancellations take place for the end of the month. Regarding the final balance of $39.98, while we acknowledge your call in October 2023, a review of your account history shows that this balance may have resulted from a prorated charge from the cancellation or a final service-related fee, which may not have been fully processed or visible at the time of your call. Occasionally, final adjustments can post after account closure, especially if the container pickup occurred after the final bill was generated. 

  
  Thank you 
  
  

• Initial Complaint

  Date:04/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23195169
  
  I do not accept the business's response as a resolution to my complaint because: I dont disagree that I cancelled the service or that they pro rated the bill. What I dispute is that I did not receive a final bill and although they say they robo dialed me in Sept of 23 I have not heard from them since. And just this month I get a collection notice. I thought I paid it on my final call (and am trying to see if I can find data in my bank statements) so did not think about it. They have mismanaged their service both from a billing and actual service stand point since they took over Orfice Waste. It was terrible service, terrible customer service and terrible billing service.  I dont trust their accounting as they messed up my bill on other matters  
  

  They dont get to not contact people and then pass on almost 2 years later to a collection agency.  
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 04/17/2025

  To whom it may concern, 

  My name is ******* and I am a supervisor here at Win Waste Innovations Corporate headquarters in *************. We thank you for reaching out. We understand Mrs. ******* frustration, and were sorry to hear about the difficulties she experienced.

  We would like to clarify a few things as I don't think the whole situation is being ***resented. After review of Mrs. ******* account and reviewing the call log from 7/19/2023 at 5:48pm, it appears Mrs. ******* spoke to one of our **** and advised them that she'd like to cancel the services. Mrs. ******* stated that she was not happy with how the transition/acquisition went, and that another smaller company was offering a lower rate than what we were at that time. After our *** explained that we did have options available to lower her rate and was hopeful to retain Mrs. ******** she declined and still decided to cancel.

  At that time, our *** explained to Mrs. ******* that as a customer, she would be responsible for the month in which she was cancelling and that the remaining portion of the quarterly invoice would be adjusted off. According to record, a 10/1/2023 invoice generated showing that $99.96 was adjusted for 8/1 to 9/30 and all that was left to pay was the month of July, which as it stands is $49.98. This balance was explained to the customer and therefor is a valid balance owed.

  Like with any type of subscription services, we cancel our services for the end of the month. In doing so, this allows the customer uninterrupted services till the end of the month. we would then come out and remove our toters and our billing would prorate accordingly. 

  Again, we are sorry for any inconvenience this may have caused but the balance is valid and will need to be paid to either our third party or our accounts receivable department here at Win Waste Innovations.

   

  Thank you 

  *******. 

  Business Response

  Date: 04/21/2025

  To whom it may concern, 
  

  While we regret that your experience with our service did not meet your expectations, we want to assure you that your account was handled according to our standard procedures. 
  
  ************ cancellation was processed in a timely manner, and a final pro-rated bill was issued accordingly. While we understand you may not recall receiving this final invoice, our system shows multiple outreach attempts, including automated calls in September 2023, to notify you of the outstanding balance. We did not receive a response or payment following those notifications.
  
  We are committed to transparency in our billing processes and do not take the decision to escalate any account to collections lightly. Our team followed standard protocol, and after a significant period of non-payment and no contact from your end, the account was transferred in accordance with our policies to our third party. 
  
  That said, we want you to know that the third party, while a collections company, it is not one that hits your credit or affecting it in away way at this time (though it could in the future). We use them for our residential accounts as the volume of cliental is higher and should amounts default, we at this time do not have the staff to follow up internally and use them in our place to collect. appreciate you taking the time to investigate your records, and if you are able to locate a payment or provide additional documentation, we are more than willing to review the information and re-evaluate the status of the account. However, we at this time stand in our decision and will not be eliminating the charges as notification was relayed properly before any balance was sent to the third party. 

  Thank you 

  Michael 

   

• Initial Complaint

  Date:03/17/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint: 23070206
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  It is March 25 and I still have not received the reimbursement.

  Business Response

  Date: 03/17/2025

  To whom it may concern, 

  My name is ******* and I am a supervisor here at Win Waste Innovations corporate office. 

  We are sorry to hear that this process took so long to resolve. I want to inform you that our ************************** has let us know that this check was cut on 3/10/2025 and was sent out Via the ****. Please allow for at least 7-10 business days for this check to come to you. If you do not have your money in hand by 3-24-2025, please give me a call at ************ and ask for ******* *. 

   

  Thank you 

  Business Response

  Date: 03/31/2025

  To whom it may concern, 

  I have emailed back and forth with the customer and have confirmed our check was received on 3/27/2025. 

  this situation should be resolved and the customer and I have agreed overnighting a new check was the right thing to do. 

  If anything else is needed, please let me know. 

   

  Thank you 

  *******. 

  Customer Answer

  Date: 04/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23058782
  
  I do not accept the business's response as a resolution to my complaint because: 

   

  I stand by my initial statement of bait and switch tactic, with and absolutely absurd cancellation policy and an even more absurd automatic renewal clause. You know thats the honest truth. Oh and by the way, when you purchase every small disposal company in the region and try to set the standard for the regional costs, isnt there a term for that? Yes, very dissatisfied past customer here. Ill be happy to settle it out with collections, you have stolen enough from us. Your current rate that we were charged is that of weekly service for a 2 yd container, and there is nothing at all unique to our location, or access that requires an above average rate. Our new provider has us at $80/mo with no contract or terms. Thats a WIN. Your organization is a complete ripoff and absolutely take advantage of customers that you have allegedly locked into contracts. This contract does not say WIN waste on it and has been expressed as out of date by your organization. And not for nothing but WIN has also attempted to bribe and pursued us to update and sign a contract with a $75 credit to incentivize us to lock us into some legit contract that probably has even more disgusting terms. Bait and switch. 
  
  Sincerely,
  
  ******* *******

  t termination policy is a very specific window that is impossible to get them to acknowledge in their required timeframe. Win waste and ** ****** do not care at all about their customers, they only care about profit and binding consumers into sneaky, unfair, and absurd contract terms that nobody in their right mind would agree to if they were presented in a manner which discloses their snake policy. You can take your liquidated damages fee out of the excessive charges you have imposed for the services that you have charged us for the last few years. I still havent been shown a WIN Waste contract with my signature on it.

  Business Response

  Date: 03/14/2025

  To whom it may concern, 
  My name is ******* and I am a supervisor here in the corporate headquarters, located in ************** 
  I am writing in response to complaint # ******** submitted by *** ******. 

  We genuinely appreciate feedback as it helps us identify areas for improvement.However, wed like to take this opportunity to clarify a few key points and address the claims made in your message.

  First and foremost, WIN Waste Innovations is committed to providing fair and transparent services. Our goal is to offer high-quality waste management solutions to all customers while remaining competitive and sustainable in the market. It's important to note that when WIN Waste Innovations acquired ****** Waste and took over operations, we made every effort to honor existing customer agreements, as to make it a smooth transition for customer who went from ** ******, who sold to ************************** and then ************************** sold to us here at Win Waste Innovations. In doing so, this included an increase in pricing that was communicated clearly and was agreed to at the time of transition on the *** signed agreement *** ****** signed in February of 2020. The terms of that agreement states in  " Length of Agreement" that "the term of this agreement is 36 months from the starting date which is set out on the reverse side of this document. Unless terminated by one of the parties as set out below, this agreement shall automatically renew thereafter for an additional term of 36 months. Thereafter, this agreement shall continue to renew for additional terms of 36 months each. The customer may terminate the agreement by certified mail of termination to the company not more than 180 days and not less than 90 prior to the end of the initial term or prior to the end of any renewal term". The customer did not terminate service within that time frame and we as a company continued to provide services. While we understand that price increases can be frustrating, we strive to keep our rates fair and in line with industry standards. We actively monitor our competitors pricing to ensure that our offerings remain competitive. The claim that our pricing exceeds that of local companies may not reflect all the factors involved in providing services, such as the specific level of service, equipment maintenance and environmental considerations. Competitors, when a customer calls in to ask about pricing will give them the new introductory rates for " New customers" signing on, which will reflect a lower cost than those who have been with the company years and those who have had increases prior. This happens in every business, **************** companies & transportation business.

  We are sorry to hear that you feel dissatisfied with your experience and assure you that our intent is never to mislead or exploit customers. ********************** takes pride in being a responsible and customer-focused company, and we remain committed to resolving any issues in a fair and amicable manner. As *** ******* is aware, the liquidated damages will stand as proposed in the initial contract he signed. The cost is $895.38 + any remaining balance on said account. In total, the customer owes **********************, $1,048.86 for Liquidated damages and the cost of the last remaining invoice on the account. 

  Should *** ******* fail to pay the Liquidated damages and the remaining cost on the account, the customer will be sent to a third-party company who will then look to collect the funds on our behalf. 

  Thank you 

  Michael 

  Business Response

  Date: 03/28/2025

  To whom it may concern, 

  
  My name is *******, and I am a supervisor here at Win Waste Innovations Corporate headquarters. Teetering on becoming counterproductive, this will be the companies last response regarding this matter.

  
  Regarding the statement "I still havent been shown a WIN Waste contract with my signature on it." Under the valid UMM agreement, Terms and Conditions, it states under the Assignment ****** that the company shall have the right to assign this agreement at its sole discretion without the customers consent". What this does is it grants the company the ********** right to transfer or assign this agreement to another party at its sole discretion, without requiring the customer's consent or approval. As such,*** sold its book of business to win waste and there for the contract still holds, is valid and the signature given at that time stands. WIN Waste Innovations is committed to providing fair and transparent services. Our goal is to offer high-quality waste management solutions to all customers while remaining competitive and sustainable in the market. Again, price increase,additional taxes/fees and rate adjustments are all part of the industry standard that is waste management. Every company, from *****, Troupe, Republic, ********** and WM have experiences rate increase due to operational costs, maintenance overhead and inflation upkeep, all of which helps them stay in business.

  The $80/monthly price that the customer was offered, is more likely than not, an introductory rate, just like our rate was back in 2021 when we started the account off at $80.00. As mentioned in our previous statement, we are sorry to hear that you feel dissatisfied with your experience and assure you that our intent is never to mislead or exploit customers. In total, the customer owes **********************, $1,048.86 for Liquidated damages and the cost of the last remaining invoice on the account. As Mr. ****** said in his rejection statement, he will sort things out with the collections 3rd party and therefore we will consider this closed. 

  If the customer has any more questions, we will be more than happy to answer them, but we will reserve the right not to, should we find it to be argumentative, counterproductive or ineffective to the matter at hand.  

  Regards

  Michael 

  
  

• Initial Complaint

  Date:02/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2024, In contacted WinWaste via its website about a new charge on my invoice, in the amount of $4.24. The representative claimed it was because I did not auto enroll for payment. I explained that I would not pay that charge, as I never agreed to it. I never heard again from WinWaste, and believed the matter was closed.On January 10, 2025, I received another invoice from WinWaste, which again included the same fee and also reflected I was delinquent in paying the prior fee. I then e-chatted with a representative, during which i) i restated my objection to the arbitrary fee, and ii) cancelled my service. The representative ultimately said "I will close the account." Note - see attachment.I subsequently called WinWaste to arrange for it to pick up its totes. I was told the account was not closed, despite the statement by the representative on January 10, 2025 ; i now was told that to close the account, ********************* must pick up its totes.The totes finally were retrieved on January 30, 2025. I took that to mean the account was closed.But of course, it was not. I received an invoice for $8.48 reflecting the two "delinquent" payments for the charges described above.WinWaste fails to acknowledge that I NEVER AGREED to pay any fee because I did not auto enroll. This is a simple contracting matter and yet WinWaste persists in pursuing an unsupportable position, leaving me no choice but to raise it with the BBB.Thank you for your attention to this.

  Business Response

  Date: 02/26/2025

  To Whom It May Concern: 

  My name is ******* and I am a supervisor here at Win Waste Innovations. 

  I am writing in replay to ****************** complaint about our admin fee. 

  in September 2024 we implemented an admin fee. Notifications were sent out well before September, auto dialers were made and on the monthly and quarterly invoices customers received, they were notified as well with the verbiage reading " Thank you for allowing us to serve your trash and recycling needs. This invoice may reflect an adjustment to charges due to operational costs".

  The cost of processing payments manually is rising. When you set up your account, so your bills are automatically paid - from the account of your choice - it is less costly for us at win waste to process your payment. This helps us keep the cost of our essential waste services affordable. 

  The admin fee isn't something one must agree too. A company such as ours, mobile carrier/provider, airlines, etc. Can add an admin fee at any time. We as a company tried to handle this cost internally but due to the rise in cost, had to give a portion of that responsibility to the customer. 

  After reviewing ******************* account, it appears that he currently owes $8.48. however, I will go ahead and submit an adjustment to eliminate that cost. Please note, In doing so, this could take up to 2 billing cycles. This account is closed down but should ***************************

  Business Response

  Date: 02/26/2025

  To Whom It May Concern: 
  My name is *******, and I am a supervisor here at Win Waste Innovations. 
  I am writing in replay to ****************** complaint about our admin fee. 
  in September 2024 we implemented an admin fee. Notifications were sent out well before September, auto dialers were made and on the monthly and quarterly invoices customers received, they were notified as well with the verbiage reading " Thank you for allowing us to serve your trash and recycling needs. This invoice may reflect an adjustment to charges due to operational costs".
  The cost of processing payments manually is rising. When you set up your account, so your bills are automatically paid - from the account of your choice - it is less costly for us at win waste to process your payment. This helps us keep the cost of our essential waste services affordable. 
  The admin fee isn't something one must agree too. A company such as ours, mobile carrier/provider, airlines, etc. Can add an admin fee at any time. We as a company tried to handle this cost internally but due to the rise in cost, had to give a portion of that responsibility to the customer. 
  After reviewing ******************* account, it appears that he currently owes $8.48. however, I will go ahead and submit an adjustment to eliminate that cost. Please note, In doing so, this could take up to 2 billing cycles. This account is closed down, but should ***************** receive another invoice saying it is past due. please advise him to ignore it and we will make sure it is taken care of on our end. 

   

  thank you 

  Michael 

• Initial Complaint

  Date:02/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22907713
  
  I do not accept the business's response as a resolution to my complaint because:

  In addition to the complaint items, this company is now making false claims specifically regarding their attempt to offer a lower rate with no response on my end. Attached is the email communication that I had with a representative explaining my hardship and requested that they do not charge the termination fee because I am going through a financial hardship as I am already 3 months behind on payments.
  

  In response to the manager, they DO use deceptive & threatening practices.

  The Deceptive practice: Not informing your customer that they are signing a 4 year contract but instead the sales representatives focused solely on this document locks your monthly rate in for 12 months This IS a deceptive practice especially when you dont inform your customer verbally they are signing a contract for 4 years and if cancellation is needed, you will be required to pay an exponential amount of money.
  

  The Threatening Practice: If for any reason (financial hardship, choice, etc.) the company threatens their customer with paying over $1,000 (in my case). Or they will offer a lower amount with a new  signed contract, still extending the time you are locked in with them.

  I currently owe 3 months worth of service, and I am willing to resolve that balance with the agreement I can be let out of my contract with no cancellation fees or liquidation fees. In the end, this would help their customer as they claim they want to do. I informed the representative that I would file a BBB complaint if they refused to assist me and consider my situation instead of just focusing on the amount of revenue I can create. Prior to this email communication there have been at least if not more than 2 separate occasions, I have shared my hardships that I cannot afford the service any longer and have only decided to stay because I DO NOT have the funds to pay over $1,000 to cancel my contract

  Things happen everyday in peoples lives. When a company is focusing only on the amount of money they can make instead of treating their customers like people it shows and proves the real goals and narratives a company follows.

  Sincerely,
  
  ******** *****

  me to pay over $1,000 to cancel them. They do not care about their customers and only care about their money. I informed them I am willing to pay the outstanding balance that I have with them (due to my situation, I am 3 months behind) as well as the pickup fee for the dumpster if they are willing to agree to not charge the cancellation fee and they refuse.

  Business Response

  Date: 02/07/2025

  
  To whom it may concern,
  
  My name is ******* and I am a supervisor here at Win Waste Innovations.
  I am writing in response to Ms. ****** complaint.
  While I can understand the consumers frustration, what she is saying however, is false.
  We do not use deceptive or threating practices.  We have had multiple conversations with the customer and have offered on those conversations and occasions to work with her to reduce her monthly rate. When Ms. ***** originally started with our company in October of 2023, Ms.***** signed our agreement ( contract ) that gave her a 4yd container at $115.20 to be serviced every other week.
  At that time, our agent explained to her that the pricing could increase after the first year as materials and operational overhead was on the rise. As outlined in our agreement, Section 5. Taxes and Fees, Section 6. Rate Adjustments and Section 7. Additional fees, Our contract outlines that pricing can go up and price increases can be done at any time, should the hauler/company deem it fit to do so. Ms. ***** was subsequently increase 10 months later, bring her cost from $115.20 to $137. 98
  In August, 2024, same month that the customers bill increased, Ms. ***** called in and spoke with another agent who agreed at that time to roll her price back. The agent agreed to roll her back from $137.98 to $120.00 a month, locking Ms. ***** in for 48 months, with the first 12 months having the rate locked at $120.00. Month.
  Upon Ms. ****** cancellation request, which they did via our digital chat (email ), our digital agent advised that we could again, lower the customers bill, taking the customer from $120.00 a month to $109.09 a month.

  As we did not hear back from the customer within 24 hours, the digital chat was closed and the case was documented.
  Because there was no movement on this, the rate has stayed at the $120.00 a month.

  
  If the customer would like to cancel before the term is up,as it is outlined in Section 12. Termination, Customer terminates, this Agreement other than as provided herein, Customer agrees to pay Hauler (in addition to all
  amounts due for Services rendered to the date of termination) as liquidated damages an amount equal to the average of Customers monthly ******** for the most recent six (6) months multiplied
  by six (6); provided, that if less than six (6) months remain in the Term, Customer shall pay an amount equal to the average of Customers monthly ******** for the prior six (6) months multiplied
  by the number of months remaining in the Term. Customer acknowledges that the foregoing liquidated damages are reasonable in light of the anticipated loss to Hauler caused by the
  termination and are not imposed as a penalty. In the event Customer fails to pay Hauler all amounts which become due under this Agreement, or fails to perform its obligations hereunder
  and Hauler refers such matter to a collection agency or lawyer, Customer agrees to pay, in addition to the amount due, Haulers reasonable collection and legal fees and expenses.
  Customer acknowledges that this failure to perform provision will apply in the event of a sale of customers business if tile new owner does not, with the consent of ******, assume customers
  obligations hereunder for the balance of the Term.
  
  We do not what to lose the customer over billing and again,have tried to work with Ms. ***** on this. If Ms. ***** would like to stay and we can work with her on the pricing, we would be more than happy to. However,if Ms. ***** decides to cancel, she would be subject to our cancellation policy and the pricing/liquidated damages would stand.
  
  If you need anything else from us, please let us know or contact us at ************

  Customer Answer

  Date: 02/10/2025

  This is the file with the emails fully legible, I did not realize the original attachment was in portrait mode

  Business Response

  Date: 02/25/2025

  To whom it may concern,
  
  At risk of this conversation becoming counterproductive,this will be our last response. The slanderous attack and false accusations against our company will not be tolerated.

  We have never threatened Ms. ***** nor would we. We as a company have been straight forward with our cancellation process and sign on process.
  I have attached both contracts the customer signed. One will show the first agreement, when the customer first signed on with us and the second agreement will show that we as a company agreed to roll her pricing back.
  We have had multiple conversations with ******** and have offered on those conversations to work with her to reduce her monthly rate and to relieve some of that financial burden. We at win waste do all that we can to retain our clientele. When Ms. ***** originally started with our company in October of 2023, ******** signed our agreement (contract ) that gave her a 4yd container at $115.20 to be serviced every other week.
  At that time, our agent explained to her that the pricing could increase after the first year as materials and operational overhead was on the rise. As outlined in our agreement, Section 5. Taxes and Fees, Section 6. Rate Adjustments and Section 7. Additional fees, our contract outlines that pricing can go up and price increases can be done at any time, should the hauler/company deem it fit to do so. Ms. ***** was subsequently increase 10 months later, bring her cost from $115.20 to $137. 98 In August 2024, same month that the customers bill increased, Ms. ***** called in and spoke with another agent who agreed at that time to roll her price back. The agent agreed to roll her back from $137.98 to $120.00 a month ($17.98 savings), locking Ms. ***** in for 48 months, with the first 12 months having the rate locked at $120.00. Month.
  *************** cancellation request, which they did via our digital chat (email), our digital agent advised that we could again, lower the customers bill, taking the customer from the offered $120.00 a month to $109.09 a month in an attempt to save the customer from cancelling. As we did not hear back from the customer within 24 hours,the digital chat was closed, and the case was documented. Because there was no movement on this, the rate stayed $120.00 a month.

  We at this time will stand *** and hold the customer to their agreement. Just like any other company that issues out a contract for service and states their terms and agreement, we feel as though we have done all that we can and legally aren't doing anything outside of it to warrant a change. 

   

  Thank you 

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22907713
  
  I do not accept the business's response as a resolution to my complaint. 
  

  All that I am looking for is for understanding from this business and they are refusing to do so.

  On multiple occasions I have explained my situation, from a customer service standpoint and conflict resolution this company should show their customer that they are valued and agree to cancel the contract without the abhorrent cancellation fees. As I have stated multiple times in this specific complaint as well as via phone & email I cannot afford to continue with their service. It is NOT discussed during the sales call of any cancellation fees. I never said I have been threatened, however I did say this company is using threatening tactics by forcing their customers to stay with them if they do not want to/cannot pay the cancellation fee.
  

  As a last ditch effort, I am pleading to cancel my contract without the cancellation fees. If the company agrees to cancel my contract without the fees, I agree to pay the outstanding balance that I have. 

  If this company continues to disregard my request, I will not pay any cancellation fees and will not pay my outstanding balance. Which in the end, the company will then lose out on recouping any monies from me.

  This is an easy fix and if resolution is wanted they will agree. If they do not agree, feel free to write off the outstanding balance because I will not pay anything to the company or any agency they transfer and/or sell my balance to.

  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:12/10/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is that the contract states weight as a means of overage charges.  I have paid overage charges many times but the moment I start to question them and find fault with the opinion of what an overage is I am faced with a $100 fee which I cannot afford.  I don't agree with the overage and not once has Win Waste given me a weight to verify my overages as stated in my contract.  All photos provided have been household trash.  There is not furniture, mattresses, large items that would be considered obvious overages.  Win Waste has not provided me with the weight to enforce a $100 fee, therefore I needed to cancel.  I can't trust a company that doesn't provide proof of charges and feel as though my termination of the contract is not just one sided, therefore I should not be held to the exorbitant amount of money to cancel.  I have provided my contract which states " 90 lbs. per cubic yard"damages of $1222.00 ************ has incorrectly signed contracts with me but has no problem charging me $100 a week in overage charges that are not based on weight as stated it should be in my contract. This is clearly fraudulent behavior and should be recognized for all future customers.

  Business Response

  Date: 12/10/2024

  To whom it may concern, 

  My name is *******, and I am a supervisor here at Win Waste Innovations.

  After review of Mrs. ****** account and claims of not knowing the contract length, overages, ***. We at win waste innovations find this to be very misleading. In her first agreement, signed with ****** M back on 3/10/2022, it was advised that this contract length was going to be for 24 months and started 4/1/2022 (bringing her to 4/1/2024). The next contract was an increase in service contract that was signed on 3/4/2023. This was to bring the customer from every other week service to weekly service. As stated by the agent on 3/6/2023, this new contract was going to be for 60 months. Under terms and conditions, section 2 " Term" it outlines the length of said contract.  on 4/16/2024, we offered to do a 10% roll back for the customer and lock in the new rate for 12 months, along with continuing the contract thereafter. This would still fall under the Terms and agreement section 2 & section 6. While we understand the mistake made in April of 2024 regarding the size, labeling the size of the container a 4yd vs a 2 yd, we corrected said mistake and updated the contract accordingly to reflect appropriately. 

  Moving to the issues surrounding the overages. This issue has been ongoing since late 2022. We as a company have tried several times, to discuss overages with the customer, at which time, we get met with resistance or receive no response from the customer. We tried reaching out in March of 2023 and then again more recently on 11/27/2024 as the issues continued. 

  I have included some photos that our drivers have taken so that you may see what they are seeing on a consistent basis. As I cannot attach them all, I have counted 6 overloaded containers between the time of 5/24/2023-12/4/2024 & 3 from 12/29/2022-2/23/23 (9 all together). 

  furthermore, after reviewing all the calls that Mrs. ****** has made into our call center; the complaint and issue all came to ahead on 12/4/2024 and continued up until yesterday 12/9/2024. On 12/4 our agent advised Mrs. ****** of the 5-year contract & continued that she wanted to work with Mrs. ****** rather than see her go. Our agent gave multiple options and asked if Mrs. ****** was open to changing up the service as to eliminate the constant overage charge and to maybe help her with the pricing. Mrs. ****** stated that she can't afford to go higher in size or in price and when our agent tried to explain our cancellation policy and liquidated damages for terminating services early, Mrs. ****** escalated and asked for someone higher. This call then went to one of our leads on the floor. Our lead, like our agent before, offered multiple options but also defended our contract to the best of their ability. She again advised of the Liquidated Damages and the cancel process. Our lead then tried to offer a 4yd EOW & stated it was about the same price as the 2yd that Mrs. ****** has now but that she would have extra yardage which would prevent the overages. Mrs. ****** again refused as she states she didnt have the room for a 4yd and didnt want it as shes stated, " she always had a 2yd and have never needed to increase size before". Unfortunately, the calls from 12/4/2024 to 12/9/2024 stalled with the last call being a call out to Mrs. ****** yesterday 12/9/2024 at 4:22pm that went to voicemail.  

   We as a company believe we have done all we can to help and assist Mrs. ******* We have not hidden any of our fees, rates or terms and have, on multiple occasions, tried to work with Mrs. ******* We would like to continue our relationship with Mrs. ****** and would be more than happy to work with her as we have tried too recently. 

  Should Mrs. ****** decide to proceed with the cancellation, Mrs. ****** will be responsible for the balance remining on the account, along with the Liquidated Damages as outlined in section 12 of her contract under terms and conditions. 

  Thank you 

   

  Michael 

   

• Initial Complaint

  Date:10/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I overpaid Win due to a recent cancellation of service. I contact them over seven times and no one is responding to my calls or emails They need to send me a refund for my overpayment. Im not able to get an answer.

  Business Response

  Date: 11/06/2024

  To whom it may concern, 

  My name is *******, and I am a supervisor here at Win Waste Innovations. 

  After review of the account, Mr. ****** is not due a refund for any overpayment. The customer did not overpay. we sent him an invoice dated 10/1/2024 showing him that we credited off the invoice that we "charged" for the next service period after his cancellation, but it was an invoice to tell him that he is all set, not that he needed to pay. We do not owe him anything at this time. While we understand the confusion, after pulling the call, the customer even admitted to one our account receivable analysts ********, that he in fact did not pay anything after April 2024. So why this claim or complaint to the BBB is a little worrisome, we hope that with our reply, it will eliminate the confusion and resolve this matter. 

   

  Thank you 

   

  Michael 

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22336363
  
  Dear *******,

  Thank you for your response and finally get a supervisor to contact. What drives the situation crazy and illegal dumpstering is the lies from the agents. You may check the recording from my calls. I called on Friday morning and I was told the dumpster will come on Saturday. I called on Saturday I was told there was no chance to come on weekends and it will be guaranteed on Monday. I called on Monday and I was told it will come on Tuesday. I called on Tuesday morning I was told it will come on late Tuesday night. I called on Wednesday I was told the Truck went to the wrong place. It's really frustrating for us and we cannot bear these situations any more in the future. I don't know whether I can trust the words from the phone calls,  chats or emails from your company. I would like to stop the contract at no cost after October. 

  Sincerely,
  
  ******* ****

  Business Response

  Date: 09/25/2024

  To whom it may concern, 

  My name is *******, and I am a supervisor here at Win Waste Innovations. 
  First let me apologize for the miscommunication. The call center relies heavily on our operations department and drivers to make sure services are completed and serviced in a timely fashion. With that being said, the information Mr. **** is relaying is not exactly factual. The extra pick-up service Mr. **** is referencing was scheduled for 9/19/2024, WO# ******** Upon our arrival at his location, 9/19/2024 at 5:15am, the photo attached, indicates that the 2yd container was in fact not out. We as a courtesy to the customer, advised that we would put on a recovery pick up to service him. Unfortunately, due to company protocol, as our HOC (Haul or Call) process was followed, there was push back from operations as the driver did their job and what was asked of the customer. However, because the bins were not out, internally, there was a delay. 

   After further review of the account per Mr. ****** latest call, he mentioned that he scheduled the service for 9/20/2024 and not 9/19/2024 and we came a day early, hence the dispute of the not out and has demanded his $100.00 back, however, from our digital chat, which I have also included, you will see that Mr. **** talked with our rep *** F on 9/5/2024 at 1235pm and approved/agreed to have the service done on 9/19/2024. So, while I understand the frustration, we as a company have tried to do what we could for Mr. ***** I have also confirmed from our ops team, that we did service Mr. **** today before pulling out of the city. We did at first go to the wrong location, but did go back per our GM and Supervisor and serviced said container. 

  From what Mr. **** has stated, it sounds like he may have some issue with illegal dumping at his location, which we as a company, can certainly try and help with by potentially upgrading his container to ones that have a lock bar Or if the illegal dumping continues, he would be best to call the town or local PD to set parameters on violators.  We are not responsible for the overflow of trash from surrounding folks or neighbors but will try and accommodate as best we can. 

  Again, we are sorry for lack of proper communication and if there is still a " pile of trash " from today 9/25/2024, please send photos or camera footage and I'd be more than happy to escalate this to our VPs of ops and get this resolved. 

  as it pertains to any billing or credit of the *** (Extra Pick Up) schedule for 9/19/2024, there will not be a credit of the $100 at this time. 

  Thank you and best regards.