Complaints

This profile includes complaints for Waste Pro USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Waste Pro USA, Inc.

  2101 W State Road 434 STE 305 Longwood, FL 32779-5053

  
• 

  Waste Pro

  422 Waste Pro Way Hardeeville, SC 29927

  
• 

  Waste Pro USA, Inc.

  3512 Oakcliff Rd Doraville, GA 30340-3003

  
• 

  Waste Pro of North Carolina

  138 Tavistock Rd Arden, NC 28704-9152

  
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  Waste Pro USA, Inc.

  4517 Methodist Home Rd Jackson, MS 39213-4202

  

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:05/10/2024

  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.

  On Monday, May 6, 2023 between 6 AM and 7 AM your crew destroyed my $90 Rubbermaid trash can by cracking it in half and rendering it useless. The ticket number for my complaint is #********. I turned my complaint about the broken trash can into Seminole County Solid Waste management, and I sent them photos of the trash can. In additon, I verified that ********** in ******, ** still carries this trash can. I went over their and took photos of the exact trash can that you needed to buy and included the *** code and the ********** SKU and merchandise tag in my photos. All you needed to do was buy the EXACT SAME TRASH CAN that you broke at the ********** that is 5 minutes from my house and deliver it to my house. That is all you needed to do. But, that is NOT what you did. Instead, you put a GIAGANTIC green Waste Pro brand trash can in my drive way right next to my broken Rubbermaid trash can, and you expect me to accept this GIGANTIC GREEN MONSTER that is too large for any family to handle as the substitute for the original trash can that you broke. THIS IS UNACCEPTABLE. I AM NOT ACCEPTING THIS GREEN GIGAINTIC MONSTROCITY THAT YOU PUT IN MY DRIVEWAY. YOU ARE TO TAKE IT BACK AND GET THE EXACT SAME TRASH CAN THAT YOU BROKE AT THE **************** AND DELIVER IT TO MY HOUSE. You broke it. You simply need to replace it with the EXACT SAME TRASH CAN!!!!! No one in my family can even handle the GIGANTIC MONSTER TRASH CAN which you are trying to substitute. In addition, you absolutely should NOT be expecting your employees to lift such a trash can either as it will break their backs and do permanent damage to their bodies. Are you really expecting them to lift something that huge on a regular basis? You have to be kidding. You must take this GIGANTIC green trash can back and get me the correct Rubbermaid trash can that is in the photos you received from *************** Solid Waste Management. You even have the *** in those photos. FOLLOW DIRECTIONS!!!!!

  

  Business Response

  Date: 05/16/2024

  We will drop off the Rubbermaid replacement trash can today,thanks. 

• Initial Complaint

  Date:05/03/2024

  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.

  Months before *** (around 3 years ago) I called Waste Pro.I explained that the lid of the brown garbage can had been missing since the last time it was emptied.I also explained that this lid had been completely broken months ago due to improper handling by the garbage crew. Waste Pro explained to me on the phone that this often happens and that I would get a new cover.Waste Pro said this would take about 4 weeks.8 weeks later I called Waste Pro again and asked when I would get the promised cover. The lady from Waste Pro then apologized and promised that I would receive the cover within 14 working days. After that I made further calls over several weeks. The telephone ladies always promised the same thing.Nothing happened within 5 months.Then *** came So it was clear to me that further calls would certainly be unsuccessful.On January 2024, 4 months ago, I made the first call again.I explained that I had actually been waiting for 3 years and said that the cover of my green garbage can was also completely destroyed.The telephone lady then assured me that I would receive two completely new garbage cans within 14 working days.Nothing happened again.On February 27, 2024, I called again.I then spoke to a telephone lady named *****, who assured me that I would definitely receive these garbage cans within 3 weeks.On April 23, 2024, I called again and spoke to ***************************** then promised to call me back the same day to tell me exactly WHEN I would DEFINITELY receive my garbage cans.******* did not call back.Therefore, I called again on April 24 and spoke to ********.******** said I wouldn't get any new garbage cans, just the two covers replaced. ******* promised me this within the next 3 days. Once again nothing happened, so I called again.I then spoke to a lady whose name I couldn't understand, who said I would get the covers within 14 working days. These 14 working days have now passed without success.What should I do now ?

  

  Business Response

  Date: 05/16/2024

  This has been completed.  This matter is resolved.

  Customer Answer

  Date: 05/17/2024

   
  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:04/29/2024

  Type:Product 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.

  My trash service was paid through March 2024. Because of horrible customer service and numerous missed pickups I canceled my service with the last pickup being February 23, 2024. I was told that I would receive a refund check in the mail in approximately 30 days. Around the 45 day **** I called to inquire about my refund. I was passed around without any real information. I called corporate office three times. The final time I asked to speak to a supervisor. The person who I spoke to (L) said their supervisor was unavailable. I questioned if her supervisor was unavailable that surely another supervisor should be available. She transferred me back to the local office. I specifically mentioned I didnt want the local office as I had been calling with the same issue that caused me to cancel my service and they couldnt fix the issue of the company not picking up my trash even though I followed all direction from the local office. I eventually spoke to *** who was great with apologies but I am no closer to my refund than the day I cancelled service. She said I cant lie to you but could only apologize and make excuses. I sent an email to corporate asking for a supervisor to call me. I received an email from a corporate customer support named L(whom I had spoken to on at least one occasion about my refund). I replied to her email and instantly she called me. I declined her call as she isnt a supervisor and has been no help to me in obtaining my refund. K.. promised to call me today. At 4pm I called her. While leaving a voice mail she called me back. She said a check was issued but obviously I had not received it. Previous phone calls she indicated that no refund checks were issued in February. She could not find where a refund check had been sent to me at all. Today she said one had been sent. I hadnt received it and it hadnt been cashed. She indicated she would forward me emails of her communication. Havent received any email. I just want my $50 refund.

  

  Business Response

  Date: 05/01/2024

  DM spoke with **************** today and advised him that his check was processed on 4/24/2024 for $50.76 and he should be receiving it by the end of this week.  I also apologized for him not receiving his refund sooner that there was a mix up with his refund not being processed until 4/11/2024.  ***************************** did speak with him on Friday, 4/26/2024 and Monday, 4/29/2024.  

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21642456
  
  I am rejecting this response because:
  I have not received the check. I spoke with *** those days but she couldnt give me that information.  She was the one that I spoke to that told me that she was going to have a check cut the first day I talked to her and if I didnt receive it by April 25, 2024 to call her. I waited until Friday April 26 after I checked the mail. She promised to call me on the 29th. I had to call her before she called me back. She couldnt give me this information. I have talked to *** on three occasions. I have talked to the DM at least twice. 
  I asked DM where the check was being mailed from she indicated *******, **. Mail typically doesnt take a week to travel from *******, ** to **********, **. Mail from NY doesnt take over three days. 
  I have gotten nothing except excuses and apologies. When I see the check and postmark then I will believe what date it was sent out. My perception is this is more smoke and mirrors on their part. When I receive the check no matter what day it was cut I will be satisfied.
  Thank you for your assistance. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/16/2024

  I spoke with **************** today and advised him that his check was processed on 4/24/2024 for $50.76 and he should be receiving it by the end of this week.  I also apologized for him not receiving his refund sooner that there was a mix up with his refund not being processed until 4/11/2024.  ***************************** did speak with him on Friday, 4/26/2024 and Monday, 4/29/2024. 
  
  He stated that once he received his check, he would update BBB.
  

  Customer Answer

  Date: 05/26/2024

  Last communication was that a check had been mailed and I responded that I didnt agree because I hadnt received the check. I did not receive any other communication until today. eventually received the check but it was postmarked two days after they said it was out in the mail. I appreciate the BBB because I do not believe I would have received the refund. They kept making excuses and based on their track records they seem to have a lot of complaints similar to mine about horrible service and being missed more than a few times. 
  Thank you BBB. 

  Customer Answer

  Date: 05/28/2024

  Date Sent: 5/26/2024 3:56:40 PM
  Last communication was that a check had been mailed and I responded that I didnt agree because I hadnt received the check. I did not receive any other communication until today. eventually received the check but it was postmarked two days after they said it was out in the mail. I appreciate the BBB because I do not believe I would have received the refund. They kept making excuses and based on their track records they seem to have a lot of complaints similar to mine about horrible service and being missed more than a few times. 
  Thank you BBB. 

• Initial Complaint

  Date:04/15/2024

  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.

  Called on april 3, 2024 to pay my bill of $*****. The next day I got an email receipt for $4*****! I called on the 4th, 5th, 8th and asked to talk to supervisor and representative said one would call me. I never received a call. I called on the 9th, 10th, 11th. All representatives said I was going to get credit and I still havent received my credit. I called on the 12th and told them I was contacting the BBB because they drained my account and left me with no money for bills, food and gas for vehicle for 3rd to now which is 11 days without a credit of $400.00 that I did not authorize for them to take only *****. Please help me resolve this

  

  Business Response

  Date: 04/16/2024

  We refunded the customer $377.61 on 4/12. Attached is a copy of the refund receipt.

• Initial Complaint

  Date:04/08/2024

  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.

  Lid broke off trash can I have called probably 10 times in last 3 months said they were waiting on parts that were ordered when I called 3 weeks ago parts were in and it would not be long now still no track can replacement That do do good job picking up trash I just need can replaced

  

  Business Response

  Date: 04/12/2024

  We delivered ************* a cart earlier this week. I did attempt to reach him twice and left him a voicemail. I have not heard back from him but his cart was delivered.

  Customer Answer

  Date: 04/16/2024

   
  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:03/06/2024

  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.

  We pay taxes and ********* has contracted Waste Pro to collect our recycles. There has been an ongoing issue of ** having our recycles picked up. I have made to email complaints to the company and they do not respond. It is difficult to get anyone on the phone. Our recycles were supposed to be picked up on Monday and they are still sitting on the curb on our street. This is unacceptable. Again I pay my taxes so I expect this service. The lack of response is irritating.

  

  Business Response

  Date: 03/13/2024

  We had a new driver missed one side of this street and we got it serviced once I got the complaint from the call center last week.  We will have this area on our Hot list for the next few weeks.
  

• Initial Complaint

  Date:02/28/2024

  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.

  Iam a custmer of this garbage pickup setvice and have been for years and they havent picked up my garbage for the entire month of February 2024 i have reached out to them numerous times and they promise they are sending out their truck to pickup my garbage but they never come and get it i have paid my bill faithfully but they are not giving me the service iam paying for.

  Customer Answer

  Date: 02/28/2024

  I have been in telephone contact with waste pro today as well as monday and Tuesday of this week. Monday they told me my account with them was in good standing and that they were sending out a truck to collect my garbage that day ASAP no one ever arrived i callex the next day tuesday they said the same thing someone was being dispatched that very day ASAP to collect my garbage no one arrived i called back today talked to a supervisor she said someone will come today and collect so again im waiting to see if they come ? Thank you sincerely *****************

  

  Business Response

  Date: 03/13/2024

  I spoke to the customer last week . She didnt have carts,  We got her carts and she is now on our backdoor route . 

  Customer Answer

  Date: 03/13/2024

   
  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:02/27/2024

  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 trying for months to get a new trash bin or even a refund of some sort and I keep getting the same response the bins are on back order but I asked before Christmas and still do not have one

  

  Business Response

  Date: 03/13/2024

  cart has been exchanged . I left a message for the customer to call me back . 

• Initial Complaint

  Date:02/27/2024

  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.

  The ***************** has contracted with Wastepro to service the pictured dumpster twice a week on Mondays and Thursdays. However, Wastepro only picks up the trash once weekly, and refuses to get out of the vehicle to close the sides of the dumpster which is resulting in trash spilling out all over as shown. We have tried remediating the situation with Wastepro local staff and they had the nerve to try to upsell us to a third pick up day when they arent even servicing ** for the two that the city is paying them for today.Townhome community is located at *************************************************************,******************* ******************* Manager, CMCA P.O. Box 2427 ************, ** ***** Ph: ********************* Fax: ************ E-mail: ******************** ******************

  

  Business Response

  Date: 03/11/2024

  They were serviced on 3/4 and 3/7 of last week and are scheduled again today.  We have advised the drivers to be aware of the surroundings to avoid any potential spilling.  

  Customer Answer

  Date: 03/19/2024

   
  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:02/26/2024

  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.

  This company has a garbage truck that leaks out broken glass all throughout our neighborhood when it is picking up garbage. The broken glass is dangerous for both people and animals walking on the street as well as people's car tires. Multiple people have called the company to complain and I in particular called over four times and spoke to three different people, one being a supervisor. I was told by each of these people that a truck would be here that same day to clean up the mess. No truck ever came. I am the president of our association and feel it is my duty to report this to your agency and have something done about it. We have been very patient and they have shown no concern or care for our safety in this matter.

  

  Business Response

  Date: 03/13/2024

  We sent the shop out twice and was told it wasnt cleaned up properly.I went out last week and cleaned up what I saw and spoke to ****** and her husband while there. We pulled the truck off the route until the tailgate seal could be replaced. It has now been replaced.

  Customer Answer

  Date: 03/16/2024

  The response from Waste Pro isn't accurate.  After multiple calls, I was told twice that a truck would be out, but no one came, until after I filled the complaint and finally got a call from the district manager.  No one spoke to my husband and me.  I don't know why they said that.  Only I spoke with the district manager on the phone before a truck came out to clean up the glass.  Most of it was cleaned up but some was overlooked. 

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21349379
  
  I am rejecting this response because:Date Sent: 3/16/2024 5:52:58 PM
  The response from Waste Pro isn't accurate.  After multiple calls, I was told twice that a truck would be out, but no one came, until after I filled the complaint and finally got a call from the district manager.  No one spoke to my husband and me.  I don't know why they said that.  Only I spoke with the district manager on the phone before a truck came out to clean up the glass.  Most of it was cleaned up but some was overlooked. 
  
  Sincerely,
  
  *************************************