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:19/01/2023
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.
I have a legal contract with Waste Connections of Canada for 2 years. It clearly states in the notes that there wont be any price increase; however, they increase the price for no reason stating that their is inflation.
Business Response
Date: 17/01/2023
Hi

This was sent to the wrong District as we are in *******. This would need to be sent to Waste Connections in ********* as it is there account.

Thanks
Business Response
Date: 23/01/2023
A message has been left on **************** voicemail, advising *** will be reducing the monthly cost back to the original amount stated on the agreement.
Customer Answer
Date: 24/01/2023

Complaint: ********

I am rejecting this response because: No one has responded me and I haven't received any call back from them. I emailed them several time but no response.

Sincerely,

*********************
Business Response
Date: 25/01/2023
*** Supervisor called this customer on Monday around 9am to advise that his pricing was being rolled back. There was no answer, and a message was left on voicemail for the customer advising that we are rolling back his pricing to the original rate listed on agreement.
Customer Answer
Date: 25/01/2023

Complaint: ********

I am rejecting this response because: I never received any call back. Also, if they did, can you please ask them to send an email to **************************************** to confirm about the changes.

Sincerely,

*********************
Business Response
Date: 06/02/2023
As requested by customer, email has been sent advising the rollback on his pricing. Account manager also on the email incase the customer needs further assistance with account.
Customer Answer
Date: 14/02/2023

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:29/11/2022
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.
Re account # ***************

This company used ***** to obtain a 5 year contract for its services and has been over billing in the amount of $300-$500 more than agreed upon amount monthly (approximately). After a series of 60+ emails back and forth I proved to them they owe me around $695.00
They are trying to charge me late fees despite the fact that I’ve been overpaying the entire time. After 60+ emails back and forth the agreed upon amount owing to me from their company is $695. A couple days after agreeing they emailed me a bill for $250 (approximately) and then after some 20 more emails back and forth they agreed they owe me $250 only which is contrary to the contract amount.

The resolution I am seeking is a one time payment from their company to my company of $695.00 and for them to come and get their garbage bin and terminate the contract by Dec 31, 2022 or sooner (one week notice required). The contract is void as it was obtained by way of ***** and their monthly bills are consistently higher than the contract amount. I will include an attachment of the financial figures and we both have a copy of the contract already.

Hopefully we will reach a resolution by BBB intervention so court proceedings will not be necessary. Thanks
Business Response
Date: 15/12/2022
Good morning,

Our Sales Supervisor, Lisa has contacted the customer since and resolved their concern.
Customer Answer
Date: 22/12/2022
Please be advised that I have not spoken to the sales manager Lisa and my concern/ complaint has not been resolved. This is a ***.
Business Response
Date: 23/12/2022
Good day,

I am sorry you feel this way however we most certainly do not operate with ********** practices and your invoice simply reflects the services we provide you as per your agreement. In our industry, we do incur cost increases in which we do need to pass along a portion of the increase to our customers. I can also see that we have not received payment on your account since September hence why our billing system is automatically billing you a small interest charge. You have now spoken with two representatives of our company in which neither of them could come to a resolution with you. Being that you have advised you will still not make payment on your account, we feel at this time it is best that we close off your account so you can seek services elsewhere. We thank you for your business in the past.
Initial Complaint
Date:10/11/2022
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.
The ***** ***** ********* ******** ****** terminated its contract with *** ****** *** (now Waste Connections) in August under the provisions of the contract for non-service by Waste Connections. Waste Connections continue to bill the church and will not remove their bins from our property.
On April 12, 2022 we sent a letter disputing the increase in fees as is allowed under our contract. The company either had to eliminate the increase or they could cancel the contract. They did neither. We continued to pay monthly what we owed without the increases. Their response was to suspend our collection. We objected to the suspension of service by registered letter on June 20th but no response was received. On June 30th we sent a registered letter in accordance with our contract demanding that they rectify the service problem within ten business days or we would terminate the contract as per the contract. On July 8th ****** ******** called from Waste Connections and agreed that we had been right all along and they would eliminate the fee increases and would pick up the garbage bin that day or the following Monday (had not been emptied since May 30th). The bin was not emptied as promised so on July 19th we sent a registered letter giving 30 days notice of the termination of our contract with no penalties as the contract allowed and asking them to remove their bins. We asked for an accounting of monies owed to the end of the 30 days and nothing was received. On August 5th we sent a final payment under the contract for all monies we calculated as being owed and that payment was accepted. However, they continued to bill us monthly and did not pick up their bins. We sent a follow up letter on Sept 6th asking them to cancel the invoices they continue to send and pick up their bins. ****** did phone me on Sept 13th disputing the contract termination and was to get back to me after consulting management and has not. We continue to be invoiced and the bins remain.
Business Response
Date: 22/11/2022
Good morning,

The customer was advised they do still have a valid Service Agreement with us. Our Sales Representative, ****** has been trying to work on a solution for our customer and is still happy to do so within the terms of their service agreement.

Thank you
Customer Answer
Date: 22/11/2022

Complaint: ********

I am rejecting this response because:
The contract has been terminated legally per the provisions in the contract as was outlined fully in our complaint as Waste Connections did not provide the services they were supposed to. We gave 10 days notice of non-service as provided for in the contract and they did not provide the service. Therefore, per the provisions in their contract the contract is terminated. ****** agreed that we were abiding by the terms of the contract. ****** has not been in contact with us and they have not been responding to letters for several months. Their non-communication, non-service practices have caught up with them and the contract is legally terminated. They need to accept this and eliminate the last several months billings after the contract was terminated and pick up their bins.

Sincerely,

*** *****
Business Response
Date: 24/11/2022
Good morning,

Our Sales Supervisor has reached out to *** and come to a mutual agreement.

Thank you
Customer Answer
Date: 24/11/2022

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. They have agreed to the termination of the contract, to rescind all outstanding invoices, and to remove their bins from our property as we requested.

Sincerely,

*** *****
Initial Complaint
Date:03/11/2022
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 have been with this company for almost 3 years. Their service was okay until this summer around May. I think they merged with ************* and ever since they're having problem. Our problem is
1. They don't come on shceudled pick up days(it's been 4-5 months)
2. They charged extra money for not clearing the pathway for the driver when they showed up on not scheduled pick up day (if they miss the scheduled day, they come random day)
3. Original contract was for 5% increase each year. I'm paying almost double service fee right now. They increase the fee whenever they feel like it
4. Our contract suppose to end January 2023 but I wanted to end it now(at the end of November). I sent a formal written notice that I want cancellation. They said I have to pay liquidated damages $1878.12 cancellation fee. They don't say anything about not keeping agreement on their part but insist to keep my part. This liquidated damages was not speficifed in the contract.
Business Response
Date: 04/11/2022
Good day,

We certainly value your business and want to work with you on a resolution for both parties. Someone will be reaching out to you shortly to come up with a resolution to your concerns.

Thank you,
Initial Complaint
Date:25/10/2022
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.
I, ***** *******, contacted Waste Connections of Canada "Customer Service Dept." @604-5252072 (Abbotsford)on Sept.22/22 to end the service after about 7 yrs. I asked to be forwarded to a supervisor twice after being told that I had to give 30- day notice (there was no contract signed) and submit an e-mail, The "rep" hung up on me. I then e-mailed them, also asking for a supervisor to contact me. To date, no phone call or e-mail. The last garbage
pick-up was on Sept.19/22. "WCC" has since invoiced me for another 3 months without any service. I want this invoice cancelled ($85.16). Invoice #***************, dated 09/30/22; account *****************.
Business Response
Date: 25/10/2022
Good evening *****,

We ask that our customers send in written request by way of email to confirm closure so we can ensure we are closing the appropriate customer account. Now that I have confirmation in writing of your account, we will go ahead and close off your services.

Thank you for your business over the years!
Customer Answer
Date: 26/10/2022

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:06/10/2022
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 have been customers of Waste Connections since Oct 2020, with relatively no issues until this summer of 2022 when our garbage, recycling and green bins stopped being picked up at the regular scheduled times for nearly 8 weeks.
- We attempted to contact our sales rep (who they did not tell us was no longer our rep, nor did they notify us who was our new rep)
-called customer service 4 times in attempts to connect us with a sales rep that could help us.

On September 12th we were able to get a hold of our new rep, Sarah. We immediately told her that we had tried to enact the "cure period" to cancel our account, but she informed us that because we did not send her an email, giving her written notice that we were enacting the cure period, we were not eligible to cancel our agreement. For weeks we had been trying to get in touch with a rep but customer service said wouldn't give us any email address or phone numbers, nor would they forward our calls, so it was literally impossible for us to enact the cure period properly.

Sarah said that she would enact the cure period starting September 12th, which we have in writing. She then proceeded to email us on Sept 26 to say that our account had been serviced, which was incorrect. We documented with photos everyday that our garbage was not picked up, was still sitting full on September 26th. We emailed Sarah on September 29th, with all the photos and dates, that our bin was not serviced and that we wanted to continue to cancel our account. Sarah responded the following day that it would be escalated to the manager. Now they have not responded to emails or calls, have not cancelled our account and continue to bill us.

On Sept 12th, Sarah said they would issue you a credit which should show up on our next billing cycle, which it did not, and further more they keep billing us.

We want to cancel our agreement with them and have our July, Aug, Sept and now Oct bills credited.
Business Response
Date: 06/10/2022
Good day,
We have looked into your account and had processed a credit for missed pick ups in the amount of $108.21 and have been able to get your services back on track. What we could offer further to this in good faith is to credit off the container delivery and exchange fees from invoice #********

Thank you
Initial Complaint
Date:27/09/2022
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.
We have not had our organic bin picked up from our residential 10 unit apartment building at **** ****** ****** in Vancouver for months and problem with pick up for regular garbage bin too yet still being charged and no one wanting to resolve this issue. As well our other property at **** **** ** ** too no bin pickup. Have called numerous times and they have told me they will do it but have not. This is a health issue !
Business Response
Date: 27/09/2022
Good morning,

We have collected and cleaned up the site as of last week. Further to this, we have gone ahead and applied a credit for missed organics collection equivalent to 2 months of service. We thank you for your patience.

Kind Regards
Initial Complaint
Date:23/09/2022
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.
We have cancel the account back in July and ask the garbage bins to be picked up but to this date, the garbage bins is still sitting there and we have complaints from the health department. We have called and emailed numerous times but still no reply to this date.
Business Response
Date: 26/09/2022
Good morning,

Container removal has been scheduled for September 29th as we are slightly delayed due to staffing shortages. Billing has been cancelled however as per requested date by customer.

Thank you,
Customer Answer
Date: 27/09/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is temporary satisfactory to me. Every time, they said they will pick up and it is still not picked up. I have another location located at **** ***** ******, the pickup hasnt been done as schedule for the last 2 months also.

Sincerely,

*** **
Initial Complaint
Date:15/09/2022
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.
Hello,
We have a signed contract for garbage pick up - yet over the last 6 months we have had an additional line charge added to our invoices - "Operational Surcharge" , This is on top of the a very heavy fuel surcharge fee. This month we receive a service rate fee increase. We called the company 3 times to discuss this pricing issue and the fact that we can not afford this increase. We finally contacted our Sales Rep. - He did not offer any solutions other than they would lower the price but with a renewed contract or we could pay out over $2700.00. We signed our contract in 2019 - we have had approximately a $50.00 per month rate increase on an annual basis. We have survived Covid and Shut downs but these rate increases are killing us and other small businesses. ** ** ** **** ** *** *** ******** ****************** ***** ******** *** *** **** ** ****** ****** *********** ******* *** *** ****** ****** ****** **** *** **** *** ******** * ***** ******** *************** ***** *********** ****** ******* *** **** *** ******** * ****** ******** **** ***** ***** *********** ****** ******* *** **** *** ******** * ***** ******** **** ****** *** ********** ** **** ****** ***** ** ******* ************
Business Response
Date: 21/09/2022
Good day,

The Account Manager has reached out to this customer directly to discuss the cost increases and come up with a mutually agreed upon solution.

Thank you,
Initial Complaint
Date:02/09/2022
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.
Waste Connections failed perform its obligations as set forward in our Customer Service Agreement. Waste Connection is in breach of the Customer Service Agreement as they have not cured the ongoing service issues within the required 10 business day period. We sent a registered letter to cancel services on August 19th and requested their containers be removed from our premises.
The major service problem began in mid-July. We sent daily emails pleading with them from service. Garbage was not picked up for weeks on end. The lack of services has left us to deal with an extremely unhygienic garbage area.

The Termination registered letter, dated August 16th, requested that their containers be removed from our premises by August 24th so we could commence service with a new provider. After daily emails requesting their containers be removed, we finally received a call, August 26th, from a Accounts Manager, who confirmed the agreements were terminated and that the bins would be collected August 31st 2022. It is now September 2nd and the containers still have not been removed.
Business Response
Date: 16/09/2022
Good day,

Liz the Account Manager is no longer with the company and did not process the request timely. This has since been done and the containers will be removed.

Thank you
Customer Answer
Date: 16/09/2022

Complaint: ********

I am rejecting this response because:
We contacted multiple representatives with regards to the cancelation of our agreements and the removal of the Waste Connections containers. Liz was not the Account Manager that we spoke to about the removal of the bins, it is not fair to blame the lack of service on someone who is no longer with the
company.
The containers were finally collected on August 14th, 2022, two weeks after the date scheduled by the Account Manager (not Liz), August 31st 2022 and three and a half weeks after the termination of our Agreement.
We now consider the matter closed as the agreements has been terminated and the containers have been collected.

Sincerely,

****** ****

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This business has 1 alert

Complaints

Customer Complaints Summary

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Waste Connections of Canada - Vancouver is NOT a BBB Accredited Business.