Complaints
This profile includes complaints for Waste Pro USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 228 total complaints in the last 3 years.
- 84 complaints closed in the last 12 months.
If you've experienced an issue
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:02/19/2024
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 had several issues with waste pro over the last 4 years!! There is almost always one of the 3 that always miss our house ir the entire street!! It happened again last Tuesday the 13th I reported it in the app that the city has and within 24 hrs it was closed and was stated that the driver came by at 12:36pm and nothing was out It was out the night before ! I replied to the email and got a phone call back ( I missed the call ) on Friday the 16th from ******************* ( last name bit completely sure of. I called her back Monday morning 10:55 am waited til 4:30 pm and called her back got her VM again ! She had more than enough time to contact me and get this resolved I called the city two years ago 70+ times in 3 months for always missing our street or house !! Im fed up !! I want my trash, recycle and yard waste picked up when its supposed to be. *************************
Business Response
Date: 03/01/2024
The person she refers to is a City employee, not Waste Pro.
I am going to have our supervisor for the area check this location weekly to ensure we do not have further service issues, but I cant help with city employee issue.Initial Complaint
Date:02/15/2024
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.
Date of the transaction was 2/15/2024. My garbage was not picked up and I reviewed my account to find out what was preventing my service from taking place. I initially review my text messages and saw that my account was past due but nothing indicating account suspension (I previously received a message in 11/23 that said my account was suspended). I went online to find that there was a credit hold on my account. I called my local Waste Pro office in ****** and found that my account was on hold. I advised that I realize my account was past due but explained that there was not any indication that my account was suspended. I explained that the previous verbage let me know that the account was suspended. I asked about getting my garbage picked up as I would make the payment online and I was advised that would not happen. I spoke with a supervisor and was given the same answer and denied a curteousy pickup as I had previously had an issue with the account. I was lied to previously and given a courtesy pickup. I had spoken to a representative in the summer of 2023 and told that if I made the payment the same day, I would have my garbage picked up. I made a payment on the same day in November of 2023 at 9:30am and my garbage was not picked up at a driveby time of 10-10:30am. I inquired about it and they advised that payments made the day of are not honored. A separate incident where my garabage was not picked up was because the garbage was not by the street, my garbage was in the same spot I had it placed for the past 6 months at the time. An additional incident I was lied to about was when my yard waste was not picked up as they suspected that I had household waste in the can - the can was never inspected as my wife was home and was in the front room at the time the garbage truck drove by. This company has lied to me on numerous occasions and is not providing service for money paid. I wish to have upper management reach out and resolve this with me.Business Response
Date: 03/01/2024
I received an email from **************** in November when his account was placed on credit hold. After reviewing the account, we did a courtesy pick up for him on Saturday for his recovery. I also asked **************** to make payments earlier to avoid this issue going forward. **************** was sent a friendly reminder message on 01/29/2024. He was also sent a message by text or call on 02/02/2024 and 02/09/2024. The messages seemed to have been ignored by **************** as he stated in his comments. The account went on credit hold and the driver did not service on 02/15/2024. ****** issue was a miss and the customer was issued a credit for $3.08 on 10/25/2023. I will left a voicemail to him for and he has not returned the call.Initial Complaint
Date:02/09/2024
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 contacted Waste Pro back in October *********************************************** July 2022 and not even delivered until approximately September 2023. I paid my bill, which is required to be paid a month in advance, but did not pay for the dumpster that I requested to be removed. The dumpster wasn't removed for more than a month later. Waste Pro refuses to take the amount due off of my bill and has now sent me to collections. I have spoken with numerous people at Waste Pro...*****, *****, left a message for ****** (with no return call), among others. I have been told I was wrong, hung up on, and told the debt was removed. If I wasn't required by Lee County to have these services, I wouldn't. I want Waste Pro to not only remove the debt from my account, but to also pay for the collections charges totaling $392.04. This company is absolutely awful. They don't deliver or pick up on time, and they are rude.Business Response
Date: 02/19/2024
We removed **************** account from collections and issued the credit. We reached out to her and left a message regarding the new status.Customer Answer
Date: 02/20/2024
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:01/31/2024
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.
Residential service was Cancelled Dec.15, 2023 Payment out of my bank was taken out Dec.22, 2023 of $138 next quater Jan-Mar **** No REFUND after a month, called many times, spoke to supv, NO REFUNDBusiness Response
Date: 02/01/2024
I reached out to Corporate to verify when this check was processed for this customer and it was mailed out yesterday. I submitted a refund back on January 2, **** for $138.00 due to customer not canceling services until December 31, 2023 and have advised the customer that it could take up to 30 days for him to receive his refund.Customer Answer
Date: 02/09/2024
Complaint: 21225640
I am rejecting this response because: SERVICE WAS CANCELLED DEC.15, 2023 (SPOKE TO SOL CUSTOMER SERVICE ************), NOT ****** AS THEY CLAIM.
Sincerely,
*****************************Business Response
Date: 02/13/2024
We have reached out to the customer and he has indicated he received his refund check.Initial Complaint
Date:01/12/2024
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.
Waste pro refuses to pick up an abandoned garbage can that is at the end of my driveway. It could belong to a neighbor who has moved out. It is filled with garbage. Bears keep getting in it and I have to keep cleaning it up. I have contacted waste pro repeated for 3 months. The response is that they will get someone to pick it up. They have not.Business Response
Date: 01/24/2024
This was picked up last week when she called- We went by again yesterday and there is no waste pro can at 63 ***********************, only a waste one can is there.Initial Complaint
Date:01/04/2024
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.
My house was skipped during the normal garbage route. I called WaistePro and they told me that they would send someone out the same day (Tuesday) to pick it up. They told me to leave the garbage out. Noone showed, so I called again two days (Thursday) later. Noone showed again, so I called again Friday. They said that they have ***** hours to respond when we request a pick up and someone would be by Saturday. Still noone showed up until our next normal garbage day. I explained that I live in an HOA and that leaving my garbage out would result in a fine. This is unacceptable. This service is included in my taxes and I feel that they are not concerned with the quality of their job since they are already getting paid. I am requesting ****** for refund of my trash pickup for the month, the fine and time and inconvenience.Business Response
Date: 01/05/2024
Service was completed on this, prior to your email. This one was a missed trash p/u -Service day Monday (Delayed due to holiday).No other missed pickups or calls since 2021.
12/28 Call received
12/29 Email sent as a reminder
1/4 ticket closed
We have no record of any other issues at this location. Since it was recovered, we would not provide a refund.Initial Complaint
Date:01/04/2024
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 closed on new construction in ********** in July 2023. I was told 30 to 60 days for household garbage bin to be delivered. Its now January and after numerous calls, emails and messages I still have no trash can. This company sucks! The customer service representatives do absolutely nothing to resolve issues. They need a course on problem resolution. I have been told several times that my account was being sent to someone to escalate the issue and nothing. All i get is a generic email says it will be delivered as soon as possible. Maybe when I start delivering my trash to their front door I might get a can. They monopolize my trash services and fail to do the bare minimum of providing a can. This is unacceptable! Six weeks understandable, Six months absolutely outrageous. Get it together!Business Response
Date: 01/08/2024
Carts have been delivered.Initial Complaint
Date:12/29/2023
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 requested trash containers when I purchased our new home almost 3 months ago and they still havent been delivered. Since this is a new house there were no containers at all and I had to borrow 1 from a friend who already needs it back. Since there is no recycle bin Im having to place plastic bags on the ground which have been destroyed by animals several times. Its beyond ridiculous that after all this time they still havent delivered our bins especially since they have plenty of them just sitting at their location, they just dont care about the residents. I called a week ago and all I got was that they were going to send another request. They found my initial request so I assume they were sending a reminder or something. However no sign of our bins yet. Almost 3 months is too long, proper trash collection should be no different than any other utility service, yet this company could care less. They have the containers they just dont care.Business Response
Date: 01/08/2024
Carts have been deliveredCustomer Answer
Date: 01/08/2024
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. The carts were delivered Saturday morning. We appreciate the prompt attention and resolution. Thank you.
Sincerely,
*****************************Initial Complaint
Date:12/16/2023
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.
Waste Pro has the contact for waste management in Buncombe County **. They were my only choice when I moved. I opened an account with them in July and paid for my garbage & recycling cans & have yet to receive either. I have spoken with CS on numerous occasions & have been given multiple excuses & promises to no avail! Im disabled & provided them with the necessary documentation to have back door pick up. I was informed, after the fact, that this service would only be provided once I received my Waste Pro receptacles. I was told they would only pick up 13 gallon bags of trash at the roadside, which can be difficult for me. After months without receptacles and calling many times I stopped paying my bill. I have managed to get single bags of trash up to the road approximately 6 ************ have never collected any recycling. One *** told me to put my recycling in with my garbage until I got my receptacles. On Nov. 28, 2023 I received this text message:Waste Pro ***************** acct #****** has been canceled for non-payment and your container is scheduled for removal. To reinstate service and keep your container make a payment for $59.56 at **************************************************** or call the office at ************ Do not reply I called and explained but, received the same text on Nov. 29 & Nov. 30! The *** I spoke with was going to have the operations manager email me but, I never received an email. I called again and asked to speak to a supervisor. *********************, Operations Manager finally called me on 12/12/23 and I explained the situation and he promised to see what he could do & would send a truck out by the end of the day to pick up my recycling if I would put it on my front porch. Quite a bit had accumulated & I asked him if they would come that day for sure & he confirmed & provided me with his number. The truck never showed up, Ive called & left a voicemail every day since. Still no pick up! My account has been turned into collections!Business Response
Date: 12/20/2023
Please provide service address so that we can research this information and respond. Thank you.Initial Complaint
Date:12/15/2023
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 pro refuses to provide me entitled side yard service. Recycle can left street side all weekendBusiness Response
Date: 12/20/2023
Please provide actual service address so we can research this information and respond to this complaint. Thank you.Customer Answer
Date: 12/20/2023
418 Warwick
*********** ** 32561
Business Response
Date: 12/20/2023
Date Sent: 12/20/2023 10:35:04 AM418 Warwick
*********** ** 32561
Customer Answer
Date: 12/20/2023
Date Sent: 12/20/2023 10:35:04 AM418 Warwick
*********** ** 32561
Business Response
Date: 01/05/2024
I spoke with ****** with the City. She checked the records and no issues from this customer. The only call was in April when ************* service was set up. We are trying to pull video for 12/15 to see if container was put back. The city will credit the customer 1 quarter of a month for the container being left out. ******, please make an adjustment to the bill for the city for the 1 quarter of as month for the service mishap. I spoke with the driver about replacing containers for side yard service customers. ****** will also contact the customer about calling the city with any service issues with Waste Pros service.Customer Answer
Date: 01/05/2024
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. Billing credit
Sincerely,
*********************
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