Complaints
Customer Complaints Summary
- 111 total complaints in the last 3 years.
- 28 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:06/22/2025
Type: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 Called Waste Connection on 4/30/25 to cancel. They made arrangements to pick up their containers and did. They billed me $32 for late fees and $ .50 late fee on 5/1/25. My service agreement says that a cancellation fee of $75 if I cancel before two years of service. I began service on June 28, 2017. It also says that I may call or mail a signed and dated cancellation notice. I mailed a copy of my agreement back with the payment they requested. My fellow neighbors who cancelled their service are not being billed for cancellation and I don't understand why I am. They are still billing me. I would like this resolved.
Business Response
Date: 06/23/2025
Hello,
I have reviewed your account and gone ahead and waived the cancel fee and late fees for you, please let me know should there be anything else that you may need, your account is now at a zero balance.
Customer Answer
Date: 06/23/2025
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:06/18/2025
Type: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 Connection bought my prior trash company. Trash pickup went from $80 to $186 per quarter over a period of several months. I terminated the trash service with Waste Connection over service became too expensive. Now they want me to pay a $32 cancellation fee. I have no contract with Waste Connection. Their website does not say anything about a cancellation fee. I believe I do not owe the cancellation fee. I have now received two statements requesting payment. I am concerned they will turn this over to a collection service.Business Response
Date: 06/19/2025
Hello,
I am very sorry about that and I have gone ahead and waived that fee for you, please let me know should there be anything else you may need.
Customer Answer
Date: 06/24/2025
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:05/24/2025
Type: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 been a customer of *********************** for approx 7-8 years. I recently called and alerted the company that I was not going to be continuing my service as of the end of the current paid period. I am not on a contract and I currently pay per quarter. I was told that they would charge me a $32.00 cancellation fee despite no contract and no early termination of services. I was sent a $32.00 bill for this. This seems unreasonable since I am not on a contract, I do not see any indication that this required on their website and I did not terminate service early. I am requesting that this fee be cancelled and I receive verification of this in writing from the company.Business Response
Date: 05/27/2025
Hello,
I have gone ahead and credited the cancel fee for you, please let me know should there be anything else that you may need.
Customer Answer
Date: 06/02/2025
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:05/22/2025
Type: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 has begun to not pick up my trash on my scheduled day of Wednesday. We are prepaid for 4 months ending end of May 2025. We always put it out the day before as always in the Waste Connections blue and black container. On Wed April 2nd and more recently on Wed. May 21st, they did not show up and pick up the trash that had been left out. In each case, I called them at 8 AM the next day and they informed me that they did not have a driver or a truck and they would not be coming by at all to pick it up and I would have to wait until the following Wed before they would come by to pick up two weeks of trash. They just informed me on May 22nd that they will not come by to pick up my Wed May 21st trash until Wed May 28th. Since my current prepaid billing period is up at the end of this month of May, 2025, I have informed them that I will not be continuing my service with them, due to failure to provide service which I have prepaid for. They unbelievably informed me that they will be charging me a $32 cancellation fee. This is outrageous and I cannot find any written policy or contract that I have agreed to such a ridiculous charge. Especially since I am canceling due to them not honoring what they have already been paid for. They took over from my previous carrier *************** when that company sold out. Thank you for any help you can provide for this fee that they have no legal right to.Business Response
Date: 05/23/2025
Hello,
I am very sorry to hear of your recent experience with our company, I have reviewed your account and gone ahead and waived the cancel fee for you, my apologies for that.
Customer Answer
Date: 05/23/2025
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:05/13/2025
Type: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 am writing to express my profound dissatisfaction with the handling of my recycling service. Despite my consistent efforts to address this issue, the lack of resolution is both disappointing and unacceptable.Timeline of Events:May 9: My recycling was missed. My security camera footage confirms the truck passed at 8:00 AM. I called at 9:30 AM to report the missed pickup. I was assured the truck would return.May 9 (3:00 PM): I followed up and was told a work order was in place for pickup.May 12 (9:00 AM): I called again. The representative was dismissive and interrupted me. I was promised a callback at 2:00 PM, which never occurred.May 12 (3:00 PM): I called once more. I was informed that trucks run until 7:00 PM and that a work order was still active.May 13 (8:00 AM): I requested to speak with a supervisor. I was told a dispatch supervisor would contact me ASAP.May 13 (10:00 AM): No callback received. I called again and was told supervisors were unavailable. When I insisted on holding, I was rudely told they couldn't tie up the line.This ongoing issue is inexcusable. I have been a loyal customer for over 15 years, consistently paying my bills on time. For a supervisor to not take my calls is not only disrespectful but also a clear indication of poor customer service.They need to refund me for not completing the service and also pick up my recycling TODAYBusiness Response
Date: 05/13/2025
Hello,
I am sorry to hear of your recent experience with our company however it does look like you spoke with a supervisor just a little bit ago and you are getting taken care of, please let me know should there be anything else that you need assistance with.
Customer Answer
Date: 05/13/2025
Complaint: 23323862
I am rejecting this response because I still need to be refunded for your company failing to do their job in a timely manner and for me spending three days trying to deal with this. I made 7 calls before a supervisor even bothered to call me back. My recycling was picked up at 3:41 PM today. My recycling should have been picked up at 8 AM on Friday, May 9th when the other recycle bins were picked up. Furthermore, your representatives need training on how to be more respectful to customers. I only had one nice representative (***** sp?) in the multiple calls I made. The others were rude and dismissive and this is no way to treat your loyal customers.***** ******
Business Response
Date: 05/19/2025
We would be happy to provide you with a missed pick up credit on the account, please look for that on your next invoice.Customer Answer
Date: 05/19/2025
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:05/07/2025
Type: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.
Attempted to close account but was told that I would have to pay for another 6 months, plus fees. Actual amount wasn't provided but charges increased $20 each of last 2 months. I have an email I can forward.Business Response
Date: 05/08/2025
I am very sorry to hear of your recent experience with our company, I have reviewed your account and it looks like you are commercial service and have a contract on file, unfortunately if you cancel before your contract is up there are fees involved which looks like has been explained to you, we are not able to waive any of that if you are wanting to terminate service.Customer Answer
Date: 05/13/2025
Complaint: 23261522
I am rejecting this response because:the business simply refuses to accept an order to stop service
Sincerely,
***** ***Initial Complaint
Date:04/28/2025
Type: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.
After terrible service, ridiculous charges, or charges for services not completed, I cancelled my service. When cancelling service I was told that I would have to pay for a cancellation fee. I told the customer service *** that I never signed a contract, nor was ever informed that there would be a cancellation fee ever with this company or the company they bought out. When asked exactly what the cancellation fee was for, the ***resentative could not tell me what the fee was for. Then when asked for reimbursement for the trash cans they destroyed, they refused. Now I am getting a bill for cancellation and late fee on top of it. Not only was their service poor, but the fact that they charge a fee for something that they cannot even explain, or show me where I have ever agreed to pay for a cancellation.Business Response
Date: 04/29/2025
Hello,
I have reviewed your account and we will go ahead and waive the $32.50 which is the balance showing owed on the account, please let us know should there be anything else that you may need.
Customer Answer
Date: 05/06/2025
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:04/14/2025
Type: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 waste connection as my trash service. On 4/10 I left my trash out and it wasn't picked up. I called waste connection and was told that they have made a mistake in their own billing system and mistaken me for late bills. They then proceeded to tell me to leave my trash out and they will pick up the next day. I left my trash out the next day and they didn't pick up my trash, I then called three more times, nothing has been done since. It has been 5 days without any trash pickup services I have paid for.Business Response
Date: 04/14/2025
I am very sorry to hear that, I have spoken with our dispatch department and she has advised me that the driver is on his way to you now.Initial Complaint
Date:04/08/2025
Type: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 signed a 3 year price lock contract with Waste Connections of Colorado in 2016/2017, which has clearly been met since *** had their service continuously since then. and Im switching service to a different company to reduce costs and theyre charging me a $32 cancellation fee, apparently just because. I dont have their trash bins, and have always used my own. So, what hardshipor cost is the company undergoing by having one of their customer service representatives close my account on a computer that they need to charge me for stopping my service?Business Response
Date: 04/09/2025
Hello,
I am very sorry regarding your recent experience with our company however I am showing that the *** that you talked with did waive that fee, so you are not being charged anything additional.
Customer Answer
Date: 04/10/2025
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,
*********** BurkemccandlessInitial Complaint
Date:04/01/2025
Type: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.
On March 3rd I received several cans for use to switch vendors from Waste Management to Waste Connections. I immediately called Waste connections to pick up their cans because I do not wish to have them as a trash provider. I have left 6 voicemails to pick up cans and today I finally emailed after waiting on hold for over an hour then hung upBusiness Response
Date: 04/02/2025
Hello,
I am very sorry to hear of your recent experience with our company and for not being able to get through to us when you call, unfortunately everyone from ********** is trying to reach us right now so it's creating long hold times, I will have someone reach out to you this morning to get you squared away.
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