Complaints

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:02/04/2025

  Type:Service or Repair 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,
  
  
  
  ***** *****

  Business Response

  Date: 02/04/2025

  The customer called on 1/29 to cancel and we advised we can cancel as of the next available service day.  We do need advanced notice to close an account as she called too late for us to stop services and pick up the cart that same day.  In an effort to work with the customer we will take off the last date and pick up empty carts on Wednesday 2/5.

• Initial Complaint

  Date:11/20/2024

  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: ********
  
  
  
  I am rejecting this response because: we are arguing over $8 at this point on something I shouldn’t have been charged. I am sure most customers would concede to your bullying in this situation and just pay it. I am tired of corporate greed and loyal customers being treated unfairly. I have filed a claim with my credit card company for $25 as I feel I do owe you the $10.07 for services I received. Please do not credit my account. 
  

  I have also reached out to Waste Connections Corporate offices and filed a complaint with the FTC. No more responses are needed 
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 11/21/2024

  Customer called on 11/1 and stated they moved to a new location.  He moved from a contracted area, to an area that does not have a contracted rate, so the rate was going to be different.  He took the container to the new homes already.  He stated he didn't want to commit to service at the new location yet due to the rate increase.  We waited two weeks and he never contacted us to make arrangements to return the carts or complete the transfer of service, so we did remove the containers.  We reviewed the call and there were no arrangements for him to return the carts in the initial call.  When the cart was picked up, he called to find out why, and we advised he never called back to complete the transfer.  We quote the same rate for service at the new location on both calls. He was billed up until the time he had the containers and the cart removal fee.  The removal fee is quoted when we start service, and it is also stated on each invoice.  In an effort to work with the customer we will waive the two weeks of service charges, and leave only the cart removal fee of $25.00.  That credit will be applied once the $25 payment is received.

  Business Response

  Date: 11/26/2024

  Balance was already reduced to only the amount to cover services received at the new location for the two weeks.  No further adjustment to be made, but no refund will be issued for the remaining credit until customer agrees to not dispute the initial transaction.

• Initial Complaint

  Date:10/11/2024

  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: ********
  
  
  
  I am rejecting this response because: I did call and complain that the service wasn't being provided consistently. I do not remember the date of that call. I even spoke with the driver at one point. I also made a complaint about the fees continuously rising along with several others in my area. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 10/14/2024

  The account does have a balance of $140.16 for services from 12/1/23-2/7/24.  The account wasn't canceled by the customer.  Rather, the cart was removed and account shut down due to nonpayment.  We reviewed the account for the two years prior to the account closing, and there were no calls from the customer regarding service concerns.  The customer was past due almost every cycle, resulting in the account being suspended due to nonpayment each time, so those could be the times they mentioned having a service delay.  Again, other than those suspensions, there were no complaints received.  The balance due is valid.

• Initial Complaint

  Date:05/21/2024

  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.

  I received invoice ************ dated 4/15/2024 showing a balance due for $33.37 (break down $25 Cart pick up fee, $8.00 prorated service fee). I had called on 3/29/2024 and cancelled service effective that day due to the price increase. I was asked if I need a pick up the week of April 1st which I replied no as I had already contracted with another service provider. The person on the phone then stated that there would be a $25 cart pick up fee which I told her I was not paying Waste Connection to pick up their cart and that I was not under contract. Keep in mind I had been a customer for over 28 years. I stated that if you don't want to pick up the cart fine but I was not going to pay the $25 fee. Then I asked if she wanted me to set the cart out for pick up and she said yes and never mentioned there would be a fee. Based on the conversation I had with Waste Connection on March 29th, 2024 I do not owe any monies to them and consider this matter closed. I sent a note along with a copy of the invoice back to Waste Connections stating what I have noted above. Today (5/21/2024) I received a Past Due Notice stating that the past due balance needed to be paid immediately to prevent interruption of service. However there is no service to interrupt as it was cancelled. I find it very saddening and disappointing that a business would treat a customer (current or past) this way.

  Business Response

  Date: 05/23/2024

  The customer called to cancel service, which was then scheduled for the next available service date.  The cart pick up fee is disclosed on each invoice, and he was reminded of the fee on the phone call as well.  That charge is necessary to cover the costs of performing that service that was requested.  If the customer choses to bring the cart into our office, that fee can be avoided.  There is a balance of $33.37 owing for the billing of the cart pick up fee, the final service days, and the administrative fee.  These are all valid and disclosed charges.  In an effort to work with the customer, we are willing to accept $25 to pay the account in full.  We will note on the account and once that amount is received we can adjust the rest of the balance due.

• Initial Complaint

  Date:04/12/2024

  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.

  We put our trash cans out every week without any issues. This morning on 4/12 walked out and one of our large trash cans were missing. I had to chase down the garbage truck and ask about our trash can. He stated that he would call it in and that they would replace it. Called and spoke with Waste Connections and they said that they are not liable for personal containers which to them I asked if we ever signed anything in writing, they stated no. This was a $135.00 container that we use each and every week and we just throw it away!?! I’m outraged and they only want to cover $10.00 of it. I am beyond disgusted and dissatisfied with the level of customer service especially for being loyal customers for over 5 years! I want my container replaced and for the company to be held accountable for their actions.

  Business Response

  Date: 04/15/2024

  The customer has been made aware of the limitations on personal carts in the past.  We provide containers to rent with service, and the repairs and replacements are included in the rental.  IF the customer choses to use their own containers, we ask that they be limited to 30gals and about 50lbs so we can try to hand dump them, and all customer containers are used at their own risk.  Due to the size and overweight of this container, it was not able to be retrieved when it broke and fell in the truck.  We do provide a one time courtesy credit that would replace an allowed 30gal container.  If the customer would like to rent a container from us moving forward, we can waive a couple months of rental to work with them.  They will need to contact our office to set that up.