Business Profile

Industrial Recycling

Waste Connections of Canada - Vancouver

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Pattern of Complaints

Complaints

This profile includes complaints for Waste Connections of Canada - Vancouver's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

39 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

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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:09/08/2024
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.
This guys bought our previous hauler revolution and they buy the company, They are 100% price increase over year and half, we dicide move out to other hauler, We dont have contract with them but keep claim I do have contract with them and not let me go out the service.They show us 2013 initial paper works with auto renewal clause keep claim we are undercontract but I do have email proof no contract with them since revloution company.They now want me to pay buy out option or keep use the service. I have email record which is I decline revoltion and waste connection new contract. I add picture of conversation Revolution, I decline contract and pay more expensive option $95 at 2019, which is they said with contract $89 +1month free offer without comtract $95 per month.But now we paying $317 with taxes..This company always do lie
Business Response
Date: 09/08/2024
Please be advised you have sent to the wrong BBB account. *************************************** is district based and this is ******* BBB site and not Vancouver. Kindly redirect your communication to the proper channel. You can reach Vancouver's Waste Connections customer service department at ************
Business Response
Date: 13/08/2024
From the screen shots provided it looks like the pricing was initially given by the previous company in 2019. The market has changed significantly in the last 5 years along with pricing at facilities and landfills. All companies have had to increase pricing over the last 5 years, especially the hauling industry. WCC will have this customer's *** reach out to see if there is something we can do to assist. I do not see any current correspondence with the current account ***.
Customer Answer
Date: 21/08/2024

Complaint: 22116119

I am rejecting this response because:
Looks like nothing willing to do.
Sincerely,

***************
Business Response
Date: 22/08/2024
As mentioned in previous response the customer is basing his pricing off of an email from 2019. The market has changed greatly over the last 5 years. The increase in fuel, labor, operation, facility and landfill costs has risen dramatically. As a company and like every other hauler, we need to adjust to the rising costs of operating.
Customer Answer
Date: 22/08/2024

Complaint: 22116119

I am rejecting this response because:
I understand all the factors increase, but if not willing to make it price adjustment, we want hire another hauler. I have non of agreement with Waste connection and also before Revolution , which is merger and acquisition 2years a go.
since Revolution our initial agreement not valid but you guys said Im bounding with you by agreement and pay money for hire another haulers? This is fraud.
Sincerely,

***************
Business Response
Date: 23/08/2024
We reached out to the account *** here at WCC and was advised they have called your location 2 times and left a message, since the first BBB complaint was filed. There has been no response yet. Please feel free to call us back at ************ let the customer service agent know you need to speak to your *** and that the customer service manager has been assisting with your BBB complaint. We can get you in contact with your *** and you can start the discussion about pricing
Customer Answer
Date: 23/08/2024

Complaint: 22116119

I am rejecting this response because:

We never got call from WCC and also never got voice mail.
I have been spoke with WCC 2 agents by email. Customer *** said I have to buy option for getting out your service. And your territory manager not respond my email.
at this point who am I speaking ?Also at this point I wont any new contract.Only way is need contract , we will hire another hauler. So please take back your bin here. For pricing discussion , please call our depot And looking for ***
************
***************
Business Response
Date: 26/08/2024
Our customer service team does not have agreement access and would not be able to provide information on your cancellation policy. We will reach out to the **** and have them call you before 12pm today. As well we will send a follow up email in regard to the conversation.
Customer Answer
Date: 30/08/2024

Complaint: 22116119

I am rejecting this response because
the manager call me and all the same answer just keep claim buy out option even we don't have any agreement with them.

so everybody careful you might not in contract but those people keep claim and ask money when you try cut them off! But do not just trust them. This normal things for WCC and such as WM.
they knew not enough paper works for themselves.
I really want to finish smoothly with them but they are not willing to do that.

will not close this case and keep posting until they remove bin honestly.
Business Response
Date: 06/09/2024
WCC called and explained the terms and conditions that the customer is under. Customer is refusing to acknowledge this. As mentioned, the customer is basing their pricing on pricing from 5 years ago. The customer is able to cancel if they send a registered letter in the cancellation window or pay LD. the objection to the price increase is invalid because in the rate adjustments part of the contract the customer is able to object to the price if the increase did not take place due to labor costs, disposal costs, insurance costs, transportation costs, or a change in disposal facilities. The key words in that portion of the contract are where the circumstances above do not apply
Initial Complaint
Date:09/08/2024
Type:Billing 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.
Ridiculous increase in charges in a contract over the past 4 years
Business Response
Date: 13/08/2024
WCC is more than willing to look at this customers invoice and listen to the concerns / inquiry they have. WCC will have the sites *** contact then right away to see where we can help.
Initial Complaint
Date:17/07/2024
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.
I live in a strata so I am complaining on behalf of our six owners of seven units. Our strata number is VR2152.We hired this company (Revolution Resource Recovery) to remove our garbage several years ago. The only contract we can find is dated 2016, and that contract indicates we were already clients. The company I am filing a complaint about, Waste Connections, acquired RRR at some point.In 2023, when we discovered that our neighbours were paying about $300 less a month for the same garbage removal service, we decided we wanted to switch to the other company. However, Waste Connections was not forthcoming with our contract, did not respond to emails, and we were unable to talk to someone on the the phone about our contract. It took us months to get to talk with them.Eventually we were made aware of the contract dated 2016 that was signed by our strata president who has since moved away. (Note that RRR had a class action lawsuit against them for over charging ****************************************************************************************************************************************)At this time, we would like to switch companies, but have been told that if we remove ourselves from the contract with Waste Connections at this time, the penalty is $8000. This seems outrageous.We have no one in our building or strata at this time who has signed a contract with the company, and no contract since the ********************************************************************** consent.
Customer Answer
Date: 17/07/2024
Hello
My title on our council is Vice President.
Please let me know if you need more information.
*****************************
Business Response
Date: 24/07/2024
Waste Connections is looking into this matter and gathering information. We will respond shortly.
Customer Answer
Date: 26/07/2024

Complaint: 22001141

I am rejecting this response because: there is no resolution or plan for a resolution in the response. Every month we are over paying for a service and are forced to adhere to a contract we did not sign or agree to.
We expect the issue to be resolved with a fair agreement to end our contract without penalty in a reasonable amount of time.
Sincerely,

*****************************
Business Response
Date: 29/07/2024
Speaking with the *** there has been no issue brought to him in regard to this. This site reached out for their agreement, and it was provided. If the customer would like to speak to a supervisor or manager to see if we can help resolve, we are more than happy to have a conversation.
Customer Answer
Date: 02/08/2024

Complaint: 22001141

I am rejecting this response because:
We contacted one "rep" named "*****" but did not readily respond to our queries, which began in 2023. We also received an email from ***** regarding our most recent complaint about a sudden and substantial rate increase on our bill with no forewarning. These reps are not consistent and not helpful.
Again, we want to discontinue the service without penalty. The contract is from 2016 and was not in our possession until 2024. The lack of transparency and lack of communication from Waste Connections is unacceptable. Even the latest increase was not communicated in advance. This is something I have never experienced from a reputable business.
Please provide the names and contact information of the manager and supervisor so that we can talk with them.

Sincerely,

*****************************
Business Response
Date: 08/08/2024
Customer was not reaching out to the correct *** and her call did not get to her account manager. Customer called the customer service department and of the the ***resentative emailed the *** and informed them that the customer is in need of the agreement. Please see screen shots, client was provided the agreement within the hour of call customer service. Customer did not inform the *** of the issues one they received the agreement and this is the first he is hearing about it. *** would appreciate the courtesy of trying to work with the customer.
Initial Complaint
Date:22/03/2024
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.
Our contract with Waste Connections had already expired, but Waste Connections automatically renewed the contract for 5 years without explicit consent/signed agreement. According to applicable laws, any renewal extending beyond 2 years requires explicit consent and a signed agreement, rather than being subject to automatic renewal. Further to this, Waste Connections charged a significant and unreasonable price increase for the above-mentioned automatically renewed contract. We expressly aired our grievances to them via emails, stating that we didn't sign that auto-renewed contract. We sought an amicable way of solving this impasse through multiple emails. However, Waste Connections has only provided us generic and standard replies that they "cannot close {our} account without a registered letter within the cancellation window". The Account Managers, ********************* and *********************************, have been very uncooperative and refuse to acknowledge the fact that what they are doing is in direct contravention of Consumer Protection Laws. Give the above, we decided to cancel the automatic payment set up for our account and formally notified Waste Connections of our decision. In response to our action, **************** warned that he would continue to charge us and would escalate the matter to debt collection if we ceased payments. Given the direct violation of the renewal process and the unprofessional handling of this matter, we have decided to file this claim. We seek guidance on how to address these issues effectively.
Business Response
Date: 01/04/2024
Waste Connections is looking into this matter and will have a new rep ******* the customer to help solve the current complaint.
Initial Complaint
Date:14/12/2023
Type:Customer Service 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.
Dec 1st, 2023 Waste company wouldn't comply to take away their garbage bin after the business change of ownership and we signed with another company. Their charges were over 250% over other competitors.
Business Response
Date: 25/01/2024
Customer did not leave address in ******************** "customer info" area. Unable to pull up account. If we could have the service address listed, we can look into this for the customer & ********************
Initial Complaint
Date:29/09/2023
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 have a contract for waste recollection that we signed 12 years ago that automatically renews every 2 years. The current term is due to end this coming November but according to the contract we have to notify no less than 90 days prior for termination (we missed the window). The problem is that this company is increasing their charges frequently in the last year (was not the case before) and they are charging us twice as much as their competition. When i tried to negotiate with them better prices, they just gave us a small discount (not even close to the market value) and wants to renew the contract for three years. I would be happy to stay with this company but i would also like to pay a fair price for their services.
Customer Answer
Date: 29/09/2023
Thanks for your email.
it is right that each company has the right to determine their own pricing structure and that it is the customer responsibility to do price comparison however, the price increase has been made unilaterally by the provider and we are under contract to continue with their services. There is a clause of RIGHT TO RENEGOTIATE but they are not receptive to it. I need some help to negotiate with them a competitive price or we would be stock with the current conditions.
Customer Answer
Date: 01/11/2023
I am requesting a Billing adjustment as the company has been charging 40% or more for Fuel Surcharge while in the contract clearly says it would be only 9% (you have copy of the signed contract already). According to my calculations, since the company changed to Waste Management we have:
    Invoiced   Invoiced   Invoiced                Percentage   Percentage        Right
       Date        Service    Fuel Surcharge       Charged       Contract        Amount   Difference

31-Mar-22        *****        31.28                 39.99%         9.00%              7.04 -24.24
30-Apr-22        *****        31.28                  39.99%        9.00%               7.04           -24.24
31-May-22 *****    *****                  *****%         9.00%    7.04 -27.44
30-Jun-22    *****        *****                  *****% 9.00%              7.04 -27.44
31-Jul-22    *****    ***** *****%         9.00%              7.04           -27.44
31-Aug-22        *****    ***** *****%         9.00%    7.04 -27.44
30-Sep-22    *****    ***** *****% 9.00%              7.04 -27.44
31-Oct-22         *****        ***** *****%         9.00%              8.80 -34.31
30-Nov-22    ***** *****    *****%    9.00%              8.80           -34.31
31-Dec-22        *****        ***** *****%          9.00%    8.80           -34.31
31-Jan-23         *****    ***** *****%          9.00%              8.80 -34.31
28-Feb-23    ***** *****    *****%          9.00%              8.80 -34.31
31-Mar-23        *****         ***** *****% 9.00%    8.80    -34.31
30-Apr-23    ***** ***** *****%          9.00%              8.80 -34.31
31-May-23     ***** ***** *****%    9.00%              8.80 -34.31
30-Jun-23        ***** ***** *****%          9.00%              8.80 -34.31
31-Jul-23       ****** ***** *****%          9.00%            ***** -40.37
31-Aug-23     ******         *****                 *****%          9.00%    ***** -40.37
30-Sep-23      ******    ***** *****%    9.00%            ***** -40.37
Amount Overcharged     $ 615.60

Business Response
Date: 06/11/2023
The sales representative and this customer just recently negotiated a new agreement. The customer is now coming back asking for credits from years prior. It has been explained that costs in the hauling industry (along with every other industry) have gone up exponentially over the years. ******* advised the customer we cannot give credits from years prior & is unsure why this is coming up now.
Customer Answer
Date: 07/11/2023

Complaint: 20671431

I am rejecting this response because:
We did agree new terms for their service (which we will be happy to keep) but we said that we were not going to sign a new contract until this matters had been resolved. I am requesting the money that was wrongfully charged above the contracted amount (contract clear says that Fuel Surcharge should be 9%) to be accredited to my account. If they don't want to honor the contracted terms, then we will not sign a new contract, they can take their bin away and we will still seek for the refund that we believe is rightfully ours.
In reference to their representative, she almost never replies to our emails and, when she does, she replies something very short and/or incomplete that *** not even be related to our enquirer or email. When Waste Management mentioned that we were advised that they can not give the money back, what their representative mentioned was that a "rollback" was not possible without any explanation whatsoever. Again, we are not requesting a discount for their services already rendered - we are requesting a refund for an amount wrongly charged.

Sincerely,

***************************
Business Response
Date: 14/11/2023
Customer received reduced pricing on new agreement. This is where the "roll back" is. WCC rep advised when signing the new pricing that this was the pricing going forward. WCC does not give refunds for past price increases. All of the agreements state increases can happen at any time due to facility increase, commodity increases etc. We are happy to give the reduced pricing to our customers, but we cannot give a credit for increases that were deemed necessary from years past.
Customer Answer
Date: 15/11/2023

Complaint: 20671431

I am rejecting this response because:
Again, we know that they can increase the cost of the service based on inflation and that is what they did for the ************** The increase of the Fuel Surcharge (base on the contract that we have signed) is a percentage to the Basic Cost. Nowhere in the contract says that this percentage can be change during the contract. IT IS A PERCENTAGE OF THE ***** SERVICE AND FIXED TO BE 9% WHICH IS CLEARLY WRITTEN IN THE ***** OF SPECIAL INSTRUCTION OF THE CONTRACT WE SIGNED. This illegal charges are the one we are asking to be refunded.

Sincerely,

***************************
Business Response
Date: 23/11/2023
As per the sales rep, this was gone over with the customer. The fuel is based on a percentage of the basic service charge (as mentioned above) if the *** goes up due to operational, inflationary costs etc. the fuel will automatically go up as it is based on the increased ***. All of this has been / was discussed and explained to the customer.
Customer Answer
Date: 24/11/2023

Complaint: 20671431

I am rejecting this response because:

Once again, the percentage of the fuel surcharge cannot be more than 9% AS PER SIGNED CONTRACT. THEY CANNOT CHARGE MORE THAN 9% FUEL SURCHARGE.

Sincerely,

***************************
Business Response
Date: 15/12/2023
The fuel surcharge is based on the dollar amount of your basic service charge. If the basic service charge goes up, your fuel charge still stays at 9%. The reason for the higher fuel amount is because 9% of your new basic service charge is at a higher than your previous basic service charge.
Customer Answer
Date: 15/12/2023

Complaint: 20671431

I am rejecting this response because what he is saying is not true. The fuel surcharge is NOT a dollar amount. According to the contract (which i have already sent in my original complaint) it is a percentage which cannot be more than 9%..
Just for your information, i have not paid the last two (2) invoices from Waste Management because they have charged the same very high fuel surcharge and i have asked them to adjust the quantity accordingly in order for us to pay them. I did receive an email from our account executive from Waste Management replying to my request saying that they would be correcting the invoices accordingly but they have not done it yet but she already acknowledged (sending the email) that the fuel surcharge charged is not according to our contract. So PLEASE PROCESS THE CREDIT TO MY ACCOUNT SO WE CAN MOVE FORWARD WITH THIS.

Sincerely,

***************************
Business Response
Date: 25/01/2024
WCC can appreciate the concern of rising costs. The rising costs the hauling industry have been explained to the customer. As customer mentioned, WCC did offer a reduced rate. Term and conditions of cancelling are in our terms and agreement and gone over with customer upon signing agreement.
Customer Answer
Date: 26/01/2024

Complaint: 20671431

I am rejecting this response because:
Again, Waste Management never has explained to us about raising cost and I can understand the effect of the effect of inflation on the service cost but we have an offer from their competitor that is way less than they are charging us. Again, I would like to keep their service but at a reasonable (market) price and, again, according to the contract that we signed with Waste Recovery (NOT WITH WASTE MANAGEMENT), the percentage of Fuel Surcharge should be only 9%

Sincerely,

***************************
Business Response
Date: 29/01/2024
WCC has explained the rising costs of the hauling industry. Fuel increases, facility increases, cost of parts and shipping increases just to name a few. As for the fuel surcharge, as stated in the terms and conditions it is a percentage of your basic service charge. If you BSC increases, the surcharge for fuel is still 9%...9% of your new rate.
Customer Answer
Date: 29/01/2024

Complaint: 20671431

I am rejecting this response because:
This is exactly the problem. They say that the Fuel Surcharge is 9% but according to my math it is *****% (please see as example last invoice attached). Please explain to me how $50.93 of Fuel Surcharge is 9% of basic rate ($117.32). It is very clear to me. YOU ARE OVERCHARGING US FOR FUEL SURCHARGE.
Again, once you have issued the respective credit note, i will gladly pay for the service.

Sincerely,

***************************
Business Response
Date: 30/01/2024
Speaking to ******* they is advising agreement you are on a 10% fuel rate not 9%. Rep has email correspondence with site advising we cannot give you credits for years back. Our rep has also been to this site and spoke with contact in person in regard to all of this. All terms of the agreement are gone over when the agreement is signed. If you would like we I can ask ******* to send you your agreement as there seems to be confusion.
Customer Answer
Date: 31/01/2024

Complaint: 20671431

I am rejecting this response because:
It seems to me that the confusion is on their part. They are saying that the Fuel Surcharge should be 10% and not 9% (again, our signed contract says it is 9%), then why are they charging more than 40% ?? They say they cannot give credit for years back but they have overcharged since they took over Waste Management (the company that originally had our contract). They are saying now that it should be 10% so why they keep charging more than 40%? Their response make no sense. Their rep have come just one to our shop and it was for the contract renewal (which we have not signed yet) and not to answer anything related to this overcharge.(NO NEW AGREEMENT HAS BEEN SIGNED). Please, when answering our complaint, have your facts straight and, if you do have a new agreement signed as you say, please have your representative send it to us (it does not exist).
In the spirit to resolve this issue we would be willing to accept the 10% if they revise the invoices from January 2023 up to today. If they issue a credit for the Fuel Surcharge overcharged from January 2023 to date (difference between amount actually charge and the 10% they say it should be), we will be happy to pay the balance of the outstanding invoices and sign the new contract. If they cannot go back to January 2023 and issue the credit, then we can go to an independent body (small claims court) with our (original)complaint and let the judge decide. I do want to resolve this matter and have the account up to date but they have to fix their invoices. We will not pay the more than 40% that they are unlawfully charging for Fuel Surcharge.

Sincerely,

***************************
Business Response
Date: 13/02/2024
Waste Connections has sent an email to ******* for this site asking them to call the customer and have another sit down conversation. This way they can go over the agreement and what was agreed upon together. There seems to be no resolution this way. Customer will see a request for a meeting from ******* withing 48 hours.
Customer Answer
Date: 20/02/2024

Complaint: 20671431

I am rejecting this response because:
It has been a week and nobody has contacted us about this. They always say one thing and then don't do it (same as with the invoices, they said they were going to fix them and still have not done it yet). Also, I have noticed that they have not picked up the trash since January. Not sure if it is because the lack of payment but they know that i have not paid the invoices because they are wrong (they are still invoicing 40%plus for Fuel Surcharge). If they are not going to pick up the trash, they can take away their bin so i can hire another company to do the job. This situation has been gone far too long for what should be very easy to fix.

Sincerely,

***************************
Business Response
Date: 26/02/2024
Our account rep met with this customer on 2/14/2024 and offered a lower fuel rate to help with monthly cost, and the customer denied the offer. Customer told rep again he wants credits from 2 year prior. There is no credit to give this customer from 2 years ago. There is no resolution here. WCC has offered to work with customer many times and customer is not wanting resolution, declining offers and continually coming back to BBB.
Customer Answer
Date: 26/02/2024

Complaint: 20671431

I am rejecting this response because:
Sorry to say but these are all LIES. NOBODY has contacted us or met with us in long time. THEY HAVE NOT CALLED OR COME TO OUR OFFICE. This is simply not true. They have not even sent us an email in this regard. PLEASE DO NOT LIE. We do want to resolve this issue but they have not contacted us in any way (other than thru this BBB claim in which they lie). The last commutation that we have received from them (other than automatic email asking for payment) was from *********************************** from JANUARY 30 (,more than 4 weeks ago) where she said they were going to correct the fuel surcharge on our invoices but they have not done so.
We have been clear from the beginning. We want to pay our invoices but they keep invoicing more than 40% for Fuel Surcharge (which is not the amount on our contract). I have asked many times to re invoice these pending invoices with the ********** Surcharge so we can pay but they have not done so

Sincerely,

***************************
Business Response
Date: 05/03/2024
Our rep made multiple offers to help him lower fuel but he didnt accept it. He keeps asking credit from last year, which is not valid. This is also coming from out Asst. ******** sales manager who has been following up with ******* and correspondence with this site.
Customer Answer
Date: 05/03/2024

Complaint: 20671431

I am rejecting this response because:
Still they do not say why they still keep invoicing the Fuel Surcharge at more than 40% (even today) and have not fixed the invoices not even the one for this year. Sorry but they are not straight forward. In December 2023 i objected November invoice (that's when i realized that they were way overcharging for Fuel Surcharge) and they told me in early December that they were going to fix it. I said i will pay the invoice once it was fixed but they have not done so. In fact, they are still invoicing the service for December, January and February with the Fuel Surcharge more than 40%. Each time, i ask them to fix them so i can pay them and still nothing. The Fuel Surcharge on the invoices still is more than 40% on all those invoices.
Furthermore, they have not collected the garbage (i am guessing because i have not pay) but I have not pay because they do not fix the invoices and still invoicing the illegal charges of more than 40% for Fuel Surcharge . i believe they have policy to keep invoicing even if they do not collect the garbage but in this case, i have not paid them because their are at fault. If we do not resolve this case soon and they restore the service, we will not liable for the invoices of those months that they do not provide the service.
Again, we can go to small court claims and let a judge decide.

Sincerely,

***************************
Initial Complaint
Date:29/08/2023
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.
Hi, Summary as follows: 1) I signed a 24 month term with Waste Connection Canada which initiated in April 2022 and the term ends in April 2023. 2) During the time that I have been with the company I have had nothing but problems, billing, service issues, incorrectly charged are just a few to identify. 3) I just received an inflated invoice on Aug 11,2023 which was a result of a pricing increase and the attached contract page # 2 shows that if a dispute is filed within 15 days the company has to revert the charges back to the contracted value however the company refused to do so and is ******* me to sign a 5 year term if there are to do the changes on the pricing. Please note that a dispute was filed on August 11,2023 and I am reminding them on a regular basis of help resolve the issue however I am getting a run around. 4)
Business Response
Date: 14/09/2023
As of this morning the customer and new rep have spoken and worked out a deal. The previous rep who was handling this account has left the company and new rep was not receiving the calls from customer.
Customer Answer
Date: 21/09/2023

Complaint: ********

I am rejecting this response because the issue is still pending.
Scarlet A******** on Thu, Sep 14, 2023 advised that a roll back has been added on our account and adjustment credit has been posted as well however I don't see anything reflected on our account so far.
For all the issues that has been caused to my company I am also humble requesting a couple of months of service credits to be applied on the account
Sincerely,

*********************************
Business Response
Date: 25/09/2023
Speaking with our sales rep, Scarlet has spoken to this customer and provided the credit that he has requested & the sitiation has been resolved.
Customer Answer
Date: 28/11/2023
The consumer contacted BBB and stated the complaint has been resolved.
Customer Answer
Date: 28/11/2023
Hi *******,

I replied back to your email already on Friday 11/17/2023 with a go ahead to re-open the case.

While the contract pricing has been changed however there are pending credits which still need to be applied on the account. I have been following up and continue to do so with no satisfactory response so far.

Thanks

********
Business Response
Date: 14/12/2023
Customer has been made aware many times we are not crediting their account. There are no credits owed to this *********** rep has gone over this many times with the customer, in depth. Although the customer did not like the increases, he experienced they were agreed to when term was signed.
Customer Answer
Date: 14/12/2023

Complaint: ********

I am rejecting this response because the issue is not around the monthly charges,the contract amount has been re-instated. The issue is the blocked container charges which is a common occurrence and we charged for this regularly where else no prior notification is made on site when the garbage truck is coming for collection.
We are a retail location where customers can come in at any time and I cannot keep the parking lot empty at all times waiting for the truck driver, I hear from the neighbours that the garbage truck has been on site as early as 4:15 am in the morning as well so really cannot predict when the driver will come.
I need this issue fixed and the unwanted charges to be kept away.
Sincerely,

*********************************
Business Response
Date: 15/12/2023
Credit for the $25.00 blocked charge has been applied to the account. Type of credit was not specified in the original complaint.
Customer Answer
Date: 15/12/2023

Complaint: ********
I have email communications to proof that the credit was requested for the specific task.
If the credit has been applied it is great however the issue may come again as we don't get notifications before the pickup.
Sincerely,

*********************************
Business Response
Date: 18/12/2023
Thank you. As credit has been applied, this matter seems to be resolved.
Initial Complaint
Date:08/06/2023
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.
I requested to have our bin removed May 29th. I was told it would be picked up June 6th. **** *** ******* *** ******* *** *** **** ******** *** *** **** **** ***** ************ We tried to negotiate but it was unsatisfactory, so we didn't sign an agreement. We got another company to drop off a waste bin for June 6th. Waste Connections didn't pick up the bin, and then when i inquired they are now saying we need to pay ******** if we want the bin removed. * **** ******* ******** *** ******** i cant understand this. Please see the attachment
Business Response
Date: 21/06/2023
Reading the correspondence in the email the customer asked for "the bin to be picked up" they did not say they wanted to cancel their services with WCC. Customers call in each day asking for their bin to be picked up, which means, "please comes service my container." This is where I think some of the mix up was. This customer is still in an active agreement. If they wish to cancel term early, they absolutely can, as per the terms of their signed agreement.
Customer Answer
Date: 21/06/2023

Complaint: ********

I am rejecting this response because:
I didn't ask for the refuse or waste to be picked up, I specifically asked for the *** to be picked up, and normally I would understand your mistake but not when the context of all prior communication was discussing a contract that we didn't want to enter into. Because you said you were picking up our bin on June 6th, I ordered a replacement bin with another company and we now have two waste bins. You also ********** almost 4k in liquidated damages, which is insane when all we want you to do is pick up your bin and cancel the service. ***** ***** ** ***** * ***** ******** ***** ******* **** *** ** * **** **** *** ** ******** All we are asking is for you to follow through on what you said, because it has put us in a bad position and that is not our fault. So please remove your bin from our property, as you said you would, and without penalty. We are obviously still ok with the $125 pickup charge. There is nothing unreasonable about this request, especially after you said you would and only as a result, do we now have two bins.
Sincerely,

*************************
Business Response
Date: 22/06/2023
We are very sorry to hear that the customer went ahead and entered into another agreement with another hauler, however the current agreement with this customer and WCC still stands. Just because someone is speaking to rep in regard to re-signing, and pricing does not in turn mean you can leave the agreement without following the terms within the agreement. Agreement & Cancelation terms within the agreement are clear and need to be followed.
Customer Answer
Date: 27/06/2023
This makes me very sad, I would never have acquired a replacement bin if you didn't commit to picking it up June 6th. The onus is on you, as a business to follow through on the things you say. Trying to lock someone into a contract (that you were not even honoring and that was with a different company altogether) and then pretend that "oops i thought you meant pick up the waste not the bin" when I clearly said BIN is a really sad way to operate as a business. Any basic customer service practices would dictate picking up the bin even if you just made an honest mistake when you said you would. We signed an agreement in 2018, it is now 2023 and you have hiked your rates astronomically and above the set 10% fuel surcharge amount laid out in the agreement. Im left feeling super violated and embarrassed that I caused the company I work for to have two bins when it is really Waste Connections *** ****** ** ********** *** ******** *********** *** ** * **** ********** ******* *** ********** *** ******* **** ********** ***** ********** ********* ******* ******** ******** *** ** *** ***** **** *** ******** *** *** *** *** ** *** **** ******* ***** ********* *** ***** ******** ** ********* ******** ********** ****** ********* ** ***** ********** *** ******* ** *** ***** ******* **** ***** ***** ****** ***** ************ At very least I have record of the email correspondence where you said you would pick up the bin June 6th. I just hope that you do the right thing and remove your bin. * **** * ***** ******* *** ********* ** ***** ** ** ******* **** ****
Complaint: ********

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
Date:06/04/2023
Type:Customer Service 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.
I would like to send out a complaint against Waste Connections.I want to get out of my contract with them due to increase after increase in there rates. Very hard to get a hold of don't respond.I had a contract with North West Waste back in 2012 and it was a 1 yr term.Then the company changed to Resolution Resource and no contract was signed with them and then changed again to Waste Connections no contract.We want to cancel and they won't let us. They're saying now that our contract is to ****. Please help us.Warm regards,Dr. ********************* ****************** ************
Business Response
Date: 10/04/2023
We would love to help this customer; however, we will need a little more information to do so. Can the customer provide us the service address to his site and the name as to where we service? This way we can have a rep ******* him and try to help with this inquiry / needs.
Initial Complaint
Date:21/03/2023
Type:Customer Service 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.
Waste Connections and the staff we've spoken to have dealt with us in bad faith for the past year, throwing hurdles to avoid answering questions about their failure to deliver service, ignoring emails and phone calls, and trying to keep us on contract telling us it would be $2000-3800 to cancel. This has been a widespread issue with their company, with other business owners telling us they operate more as a cartel trying to keep your account within different arbitrary clauses in their contract. Though their ******* acknowledged they failed to service our business properly upon repeated complaints. Her acknowledgement "..very hard & difficult merger & re-route, I sure know how this has been very frustrating for you, as I feel the same. We bought Revolution, then we decided to do a re-route, which went sideways, and a complete disaster. We had routes all over the map from one end of the city to the next, routes that were way too large for the drivers, and they could not complete, so this became a huge data error and malfunction to say the least...."It's fair enough for a company to have issues. The major issue is that they refuse to allow their clients to cancel, through a series of hurdles like ignoring emails (we've sent more than a dozen), delaying replies, changing information and penalty dollar amounts, refusing to answer questions or escalate to supervisor and ignoring calls. They first attempted to scare us from cancelling by saying we'd have a penalty charge, that changed from ~$1800, to $2500, to ~$3800. Somehow that amount continued to increase over time, and later told us that because we sent our cancellation letter within the timeframe before contract-end, we actually don't have to pay anything. Our property is now installing a storage container outside where the bins are, and asked for a number of weeks for them to take their bins before they have to be moved to the street/city property. They've refused saying we have to pay our way out.
Business Response
Date: 23/03/2023
Customer was in an agreement with *************************************** of **********************. The site was within their window to cancel services & the term would be completed and bins would be removed in July 2023 closing out the agreement & term. The site demanded we close the account and remove the bins before July when the term ended. This customer was advised that they do not need to pay any penalty or LD to get out of the agreement they just needed to finish the term, which ended in July. Customer advised they were going to push our bins onto a main roadway if we did not remove them right away. Customer was informed we will remove the bins, but they are still in an agreement until July and would need to pay for services until then.
Customer Answer
Date: 24/03/2023

Complaint: ********

I am rejecting this response because: Waste Connections removed their bins from our property on March 23, 2023. Emails dating back to August 2022 up until February 2023 incorrectly quoted cancellation penalties of >$3,800. Despite ******'s new insistence that there is no cancellation penalty now due to our taking action, we have 7 months of emails misquoting exorbitant penalties meant to dissuade us from cancelling due to their multiple failures to perform their contracted duties.

Now that WasteConnections has removed their bins (witnessed by four staff members as well as myself), we acknowledge that WasteConnections has cancelled the service agreement, has possession of their bins, and will no longer be charging our account.
Perplexingly ********** and ************************ have repeatedly refused to escalate our requests to a supervisor, and flat out refused to provide any information for supervisors to escalate to. This is not a usual or professional business practice. It is clear that despite the history of documented issues with their service, their intentions were to attempt to keep us locked in and paying, quoting their service agreement term, and not quoting the clauses of their contract that indicate action when there is identified Failure to perform on the part of their company.
In the future, I recommend WasteConnections reevaluate their practices in communicating with clients, escalating issues, and misquoting/threatening penalty amounts in the thousands of dollars that are later acknowledged to not apply. This is the repeated practice that the plethora of complaints filed through BBB have quoted.
Our next steps had we not resolved this issue with the company were to escalate to Consumer Protection **. I sincerely hope this practice does not continue occurring with other clients, as it is at best unethical/misleading and at worst, fraudulent. I'm happy to provide the full email chain dating back to August 2022 with other relevant information to BBB and Consumer Protection to ensure this does not continue affecting other clients.

Sincerely,

*********************
Business Response
Date: 27/03/2023
The customer was first quoted the price of LD prior to the facility / operational increase. Once the increase went in, the customer was then re-quoted, as their monthly price changed. Pricing change(s) are listed in the terms of our agreement. WCC had to remove the bins prior to the true term end date as the customer was threatening to place the bins on a main roadway. This forced WCC to remove the bins prior to term end date, due to a public safety concern. Customer was informed that we were removing the container, so they did not place the bin in a way that could potentially hurt someone. Customer was also informed they although we were removing this due to the potential threat, they were still obligated to pay for the remainder of agreement.
Customer Answer
Date: 12/04/2023
Hi ******,

The only reason for keeping the complaint open, is that WC inserted language in their response saying they intended to keep charging us for services that they cannot deliver. Especially now as they chose to pick up their bins and we no longer have any WC property at our site, and no services continuing from them.

Concerningly, WC sent drivers to try and service our site after they removed their bins from our premises. This was witnessed and logged by our staff, as follows:

"12:40pm - March 29/23
WC driver came to pick up cardboard. Came to door and spoke with ****. Asked if it was stolen. We then told driver metal bin was removed by WC."

This is emblematic of the systemic issues plaguing WC. Though they removed their bins they failed to communicate with their own team that there are no bins on our site and services are no longer active here.

My mandate is to ensure WC will no longer come to our property and will never send us another invoice for services that they are not providing. If this cannot be agreed to by WC, we will have no option but to take legal action for fraudulently billing our account and entering our premises against our advice and consent.

Best,

-- *************************
Customer Answer
Date: 13/04/2023

Complaint: ********

I am rejecting this response because:

WC inserted language in their response saying they intended to keep charging us for services that they cannot deliver. Especially now as they chose to pick up their bins and we no longer have any WC property at our site, and no services continuing from them.

Concerningly, WC sent drivers to try and service our site after they removed their bins from our premises. This was witnessed and logged by our staff, as follows:

"12:40pm - March 29/23
WC driver came to pick up cardboard. Came to door and spoke with ****. Asked if it was stolen. We then told driver metal bin was removed by WC."

This is emblematic of the systemic issues plaguing WC. Though they removed their bins they failed to communicate with their own team that there are no bins on our site and services are no longer active here.

My mandate is to ensure WC will no longer come to our property and will never send us another invoice for services that they are not providing. If this cannot be agreed to by WC, we will have no option but to take legal action for fraudulently billing our account and entering our premises against our advice and consent.

Once WC confirms they will not attempt to charge us for services that they are aware they are no longer providing and no longer able to provide due to the removal of their bins, we will close this complaint.

Sincerely,

*********************

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