Complaints

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

• Initial Complaint

  Date:03/19/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a year of residential trash pickup with Waste Connections that was due to end in the beginning of March 2025. On February 26 I called to cancel service. I then had to call again on March 10 since I got an invoice for $280.45 in the mail for the coming year. I was told that was due to the billing system having started the billing for the upcoming year and I should ignore it. Now here I am on March 19 and I get yet another invoice via email that still includes billing that shouldn't be there, including a $2 late fee and the supposed $32 cancel fee, for a total of $135.39.I just want this billing to go to $0 which is where it should be. I never signed any contract or agreed to a cancellation fee of any kind when I started service so a surprise fee at the end is just plain wrong. I also had my own tote so there was no tote rental or pickup involved. There's also something seriously wrong with their billing system when it can't even handle a simple cancellation properly and zero out an account.

  

  Business Response

  Date: 03/19/2025

  Hello,

  I am very sorry to hear of your recent experience with our company, I have gone ahead and adjusted the account so it will now show that you owe nothing, you can disregard the invoice you just got.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23086932
  
  I am rejecting this response because I haven't seen any change in the web portal for my account. A screen shot of the main page is attached for reference.

  I appreciate the positive response from the business, but the web portal is the only way I know that something has actually changed and I'm not going to continue to receive penalties and future invoices. When it tells me I owe $0 then I'll know that everything is in order.

  I acknowledge that it may just be a matter of waiting for the changes to be reflected on the portal although it has been 5 days already and I had to respond before this complaint was automatically closed.

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

  

  Business Response

  Date: 03/29/2025

  I have checked your account again and there is a zero balance on the account.

  Customer Answer

  Date: 04/02/2025

   
  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.
  

  The Waste Connections web portal now shows me owing $0.10, which while not 0, is close enough to confirm that the changes to the billing have indeed been made.

  Thanks for your help in facilitating this! 

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

• Initial Complaint

  Date:02/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had waste connections for three whole years in which I paid yearly for their service. I never had a late payment. They aggressively raised their rates. I decided to find a cheaper company after talking to them. They would not change their rates so I told them To cancel my service. They then told me I had to pay 40 to cancel their service after 3 years. I was never told about this fee or my paper work I got when setting up service. I feel that they are stealing money from me because I changed. I feel this is wrong after 3 years of service and paying yearly. It is wrong.

  

  Business Response

  Date: 02/25/2025

  Hello,

  I am very sorry to hear of your recent experience with our company, I went ahead and waived the cancel fee for you that would leave you with a balance of $7.41, please let me know should there be anything else that you may need.

• Initial Complaint

  Date:02/07/2025

  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.

  My trash was not picked up on 2/6/25. I drove to the trash truck and advised the driver that he missed my house. He took my address and assured me he would pick it up. He never did. I chatted with the company once yesterday and spoke with a representative twice. I was assured it would be picked up. Ive called twice today. The first ***** advised me she would send an email to dispatch, the second ***** was condescending and refused to help. She said someone would call me, but no one has called me and my trash has not been picked up. One ***** advised me that the trash was not picked up because I had 2 bins out. I advised her it should show on my account that I dont even HAVE 2 bins. I asked her to check the cameras to see if perhaps one of my neighbors put theirs too close to mine.

  

  Business Response

  Date: 02/10/2025

  Hello,

  I am very sorry to hear about your recent experiences with our company, I am showing that you are in talks with someone and that *** should be reaching out to you this morning regarding your missed pick up, please let me know should there be anything further I can assist you with.

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22913120
  
  I am rejecting this response because: even though I was AGAIN assured they would pick up the trash, and I even called at 3:30 to confirm they were still coming, no one showed up.  
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 02/18/2025

  I am sorry to hear that, did you call in to report that?

• Initial Complaint

  Date:01/22/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for garbage services in August 2016, the contract I signed said I must use their services for 2 years or I will have to pay $75 cancellation fee. I used their services for 8 years before cancelling due to their services repeatedly did not pick up our trash and their prices doubled. They are now trying to charge me a $32.50 cancellation fee that was not in the contract I signed.I called their customer service, she told me to upload my contract and sent it to them. They still insisted I pay their new cancellation fee even though it wasn't in my original agreement signed with them in 2016. No where in the original contract did it say I must pay a cancellation fee of $32.50 that they are currently billing me for.

  

  Business Response

  Date: 01/22/2025

  I am very sorry to hear of your recent experience with our company, we will go ahead and waive the cancel fee for you.

  Customer Answer

  Date: 01/23/2025

   
  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:01/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After being a customer for a few years I decided to hire a different trash pick up service due to several price increases . On 1/03/25 I called Waste Connections to cancel my service and to set up a time for for them to pick up their cart/container and was told I would be billed a $36.00 cancellation fee . This is truly outrageous as I never broke the contract and always never had any issues with them, I am asking for the $36.00 cancellation fee to be removed from my account and for this unfair practice to stop. Am I supposed to stuck with this company forever ? Why do I have to pay those $36? Had I known this before setting up an account with them years ago I would have never gave my business to them! Please waive this unfair fee.

  

  Business Response

  Date: 01/06/2025

  Hello,

  I am very sorry to hear of your recent experience with our company, I have gone ahead and waived the cancel fee from your account, please let us know if there is anything else we can assist you with.

   

• Initial Complaint

  Date:12/04/2024

  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.

  Once again, service was not provided (recycling pickup). If I call the office to complain, I will not be treated in a manner I deem respectable to their failure. They will probably give the standard answer - our driver said there was no receptacle outside. There are full receptables up and the down street.I ask they provide a credit and mail me a check. I'll not be renewing my service in January. This company is terribly mismanaged.

  

  Business Response

  Date: 12/04/2024

  I am not showing that we have received a call to report this miss you are referring to, please call in to report it, we need the date of the miss and then we would be happy to provide you with a credit to the account that we will refund back at the end of your term if you choose to not renew with our company.

• Initial Complaint

  Date:12/01/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** has continued to remove services from my address. There have been many weeks where my trash has not been picked up... even though it was picked up the weeks before. And even though I had paid for it to be picked up. They have even placed non-removeable stickers on my private trash bins. Then refused to picked them up. I have had many complaints and conversations with WC. And I ended my services with them.. at the end of my contract. Now they are trying to charge me a $32 cancelation fee. This was something I was not even made aware of when signing up for their service. This is a completely bogus/junk fee. I believe this is illegal in the state of Colorado. I want this fee removed. I will not pay it.

  

  Business Response

  Date: 12/02/2024

  Hello,

   

  I am very sorry to hear of your recent experience with our company, I am going to go ahead and waive the cancel fee, please let me know should there be anything else that you may need.

  Customer Answer

  Date: 12/02/2024

   
  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:11/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Waste Connections destroyed our $275 bear proof trash can. When I called them, they said "sorry, it happens" and would not offer to reimburse me for the cost of the can. Read their reviews and their rating here on BBB, its a 1.15. The lowest is a 1.00. I will switch and give our business to their competition and I urge others to do the same.

  

  Business Response

  Date: 11/26/2024

  I am very sorry to hear of your recent experience with our company, I am very sorry that that happened to you  and yes the *** was right we are not responsible for personal toters customers use, that is why we ask customers to use our containers because if anything happens to them we can ***lace them, I am *** **** happy as a onetime courtesy to provide you with a $20 credit to your account but ordinarily we do not usually do that in these circumstances. Pleas let me know should there b anything further that we can assist you with and if you do decide to cancel your account please make sure to call in to get that taken care of.

• Initial Complaint

  Date:11/24/2024

  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.

  I have been a Waste Connections Customer for many years, and was a customer of a prior company that *********************** bought before that. Recently Waste Connections has changed policies, service options and pricing. Pricing has increased, service options have decreased and company policies are not customer friendly. After calling to try understand the new offerings and expenses we have found new changes do not meet the needs of our family and will be using another service going forward. We have been making our quarterly payments in two payments for several quarters. At no time did Waste Connections inform us about a cancelation fee.Mid-way through this quarter, Waste Connection called to demand payment and reinstatement fees. Although we have a balance left on the quarterly payment that was made in advance, Waste Connection stated we will have to pay of service to continue service--we chose to cancel service completely and we were informed we would have to pay a fee to cancel service. Any communication through **************** on the webiste ( file a cancelation or send info to customer service) at ********************** requires we agree to the new terms and conditions before submittal--we did not agree these and certainly would not ever agree to a fee to cancel service with a company. My family longer wants to deal with this company, we never agreed to a cancelation fee with the old company that was absorbed by Waste Connections. All we ask is to cancel service at no additional cost, as we agreed to through our many years.

  

  Business Response

  Date: 11/25/2024

  Hello,

  I am very sorry to hear of your recent experience with our company, I am not showing that you have canceled your account just yet but should you so choose to cancel we will go ahead and waive the cancellation fee for you. I will add notes to your account so that when you call in any *** that answers can help you with this. Please make sure to call in and get your account canceled if that is what you wish to do.

   

   

• Initial Complaint

  Date:10/22/2024

  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.

  We called to cancel service with Waste connections when we replaced service thru Mile Hi Waste and Recycle in June 2024. Waste connections did not cancel service as requested and then canceled our acct for non-payment and threatened collections actions (for service we were not receiving since June 2024). We paid the $168.44 to avoid negative credit rating and called again 10/22/2024 to cancel for the 2nd time. We were told by ******* to submit proof we replaced coverage so we could be refunded. I submitted a bank transaction dated 7/17/2024 showing the charge for Mile High waste services and was then told that the manager declined to backdate the transaction, and it will be canceled effective 11/01/2024 so no refund. This sems to be a problem with this company if you look at the ****** reviews and something needs to be done to protect the consumers. This company has not picked up my trash since June 2024 and I would like the $168.44 refunded. They also make it extremely difficult to cancel service. It cannot be done online, it cannot be done via email, and only by telephone. They purposely make it difficult. Please do your due diligence and look at the reviews. This has become a pattern for Waste Management. Also note that when the bad ****** reviews post there is NO response from management, only when there is a GOOD review do, they even bother to respond. There were several times when we did have service with them that our trash just didn't get picked up as well, so we changed companies.

  

  Business Response

  Date: 10/23/2024

  Hello,

   

  I am very sorry to hear of your recent experience with our company, I did review the account and we are not showing you ever called to cancel service back in June of 2024, I have pulled phone records as well and again unfortunately no calls going back to June 1st of 2024, the reason we cannot backdate even though you went with another company is because we never received a call from you to cancel your account, the account has been canceled so you will no longer be billed but we are unable to refund what you have already paid towards the account. Please reach out if there is anything further that you would like to discuss.

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22460246
  
  I am rejecting this response because: I do not believe the response. I have 3 different phone numbers and I also have work numbers as well. Did you pull each and every phone number? If so, I would like the proof. This company has a habit of being dishonest. I can tell you this much. I have photo recordings/House cam of each and every week that your company has NOT PICKED UP MY TRASH since June of 2024 and I will gladly provide that!! 
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 10/31/2024

  I apologize there is nothing that we can do because we did not receive a call, we did get a call from your boyfriend or husband attempting to cancel but advised to him that we could not because his name was not on the account, that is the only call we are showing we have received.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22460246
  
  I am rejecting this response because: First they said we didn't call at all, now they are stating that we called, but they didn't cancel. They are lying. I do not accept the response. Please hold this company accountable. They have a clear history of shady business practices. They stated they had phone records to prove that no one called them from my household, yet now they acknowledge that we did call when asked to provide the records. I have proven I replaced service with another company.
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 12/03/2024

  We have pulled the numbers on file and there is no phone records you've ever called to cancel the account

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22460246
  
  I am rejecting this response because: ************ has done nothing but LIE. Your first response stated I never called, your second response stated that I did in fact call, but you didnt cancel because it was my SPOUSE who called and his name was not on the account ( even though all the billing was in his name) and now you are back to the same as the first response stating I never called. Let me ask you why you stopped picking up my trash in June 2024 if I never called to cancel. I have video proof from June to present which shows every Thursday ( my regular trash pick up day) your truck not stopping at my house or picking up my trash. I am willing to provide all video. Why is it so difficult for this company to actually do the right thing??? I will continue to reject your responses because you are being deceptive. 
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 12/13/2024

  There is nothing to send since we never received any calls.

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22460246
  
  I am rejecting this response because: There was no response from the business. They keep responding with nonsense and lies. There is NO customer service with this business, and you may think if you keep waiting 3-4 weeks to respond that I will forget, but I wont. I fully intend to pursue this matter. You did not provide service, you threatened us with collections so we paid, we ABSOLUTELY DID CALL TO CANCEL, you stopped picking up our trash and even though I have provided proof of replaced service thru another company you still refuse to refund the payment. You are a dirty, deceptive money hungry company and the facts are the facts. I have the proof and yet you still refuse. I will share my experience with your company with every person I meet, and I will share it on social media including your contradictory responses to the BBB. 
  Just do the right thing and refund the money!
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 01/08/2025

  We did service until the account got suspended due to nonpayment, and then resumed once we received payment, and services were suspended from 8/5/24 to 10/1/24.

  Customer Answer

  Date: 01/24/2025

   Waste connections has responded that I did not cancel (which I did), they have responded that I did cancel and that the person who canceled was not on the account and therefore it was not canceled (my spouse), and now they have stated the account was canceled for 'non payment' and was 'reinstated' when we made payment. The payment was only made because they threatened to send our account to collections. We were told to send proof of replaced service to them and our payment would be refunded, which we did. Then they refused to refund the payment. We replaced trash collection service thru Mile-Hi in June 2024. Waste Connections has NOT provided service for us since June 2024. The billed amount that was paid was for future service after June 2024 which was not provided by Waste connections. The proof was submitted as requested to waste connections and the refund should be issued.