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

  401 S Bay St Bunnell, FL 32110-7644

  
• 

  Waste Pro

  422 Waste Pro Way Hardeeville, SC 29927

  
• 

  Waste Pro USA, Inc.

  4785 Fulton Industrial Blvd SW Atlanta, GA 30336-2009

  
• 

  Waste Pro USA, Inc.

  1405 Danielsville Rd Athens, GA 30601-1309

  

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:12/09/2023

  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.

  We have been a customer of waste roe for quite a few years now and recently (the past three months) we have had repeated missed service with no remedy provided by the company. Waste pro failed to pick up our garbage three times in November this year and have missed our service again on December 7. I contacted the company on December 8 and was told that service was completed. I can only imagine that the reason they are now marking my service as completed is due to the fact in November when I contacted the company I pointed out that I could see on their calendar on my account. That service was missed repeatedly. on the eighth, I was told that the representative would look into it and contact me which, as usual, they did not. I am interested in having the company remedy the problem or terminating my service.

  

  Business Response

  Date: 12/19/2023

  We
  reached out, communicated with the customer and have resolved the issue. He
  also has our direct contact info should something else come up. 

  Customer Answer

  Date: 12/19/2023

  
  
  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.  The business primary contacted me and met me on site to resolve the problem.  I am grateful for their response and will continue my relationship with Waste Pro!
  
  
  
  Sincerely,
  
  
  
  ******* **********

• Initial Complaint

  Date:12/08/2023

  Type:Delivery 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.

  Account Number: ****** On June 30, 2023, I opened an account with ********************** to begin trash services at my residence, which is a new construction. I was told that I needed to pay for the first three months of services in advance, plus an additional fee in order to get carts delivered to my address. I was warned that it would take up to a month to get carts delivered because of a shortage. It has been almost 6 months and I still have not received any trash carts. I followed up on the phone every two weeks (sometimes even more frequently), and was always told that my order would be added to the next delivery cycle, yet carts never arrived. After several months, I asked for a credit on the expenses incurred thus far, because trash services by Waste Pro were never rendered to me. I was told that they would not honor that, because they said I could put loose trash bags out to the curb in the meantime, and Waste Pro would pick them up. I refuse to believe this is an acceptable solution, as we have bears and other wildlife in the area that could easily get into our trash and leave a mess all over the street and lawn. If this were to happen, I am certain that Waste Pro's drivers would not take the liberty of cleaning loose trash off the street.In September, I stopped paying for trash services altogether because a solution still had not been reached. I enlisted the support of a waste management consultant in communicating with Waste Pro to resolve the issue and collect my trash carts. They agreed that if I pay the outstanding balance on my account ($71.20), then Waste Pro would deliver my carts by Dec. 8. I paid the balance, emailed Waste Pro to let them know, and was then told I would have to pay for an additional 3 months of service and a $25 fee to reinstate my account before they would honor the original agreement. I refuse to give Waste Pro another cent of my money before receiving my trash and recycling carts. Waste Pro is running a fraudulent operation.

  

  Business Response

  Date: 12/20/2023

  This has been handled. DM spoke with her and all has been resolved. She received her carts, and was give a credit for the time she didn't have any. 

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20977769
  
  

  Carts were delivered, which I appreciate. However, I only received a credit of $45.10, which nowhere near covers the sum of what I paid while I didn't have carts/couldn't use Waste Pro's services. I would like my credit to reflect that total before I can deem this resolution acceptable. The screenshot attached shows my billing history to date. 

  Best,

  ********

  

  Business Response

  Date: 01/05/2024

  This has been handled. DM spoke with her and all has been resolved.She received her carts, and was given a credit for the time she didn't have any. 
  This issue has been resolved. 

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 20977769
  I received a TINY credit of around $45. This in no way covers the totality of fees I incurred during the time I didn't have carts or trash service. I will not be satisfied with this resolution until I receive a refund or credit for the total amount I am owed.

  

  Business Response

  Date: 01/15/2024

  Waste Pro is reviewing her account and will credit her account for any further amount due.

• Initial Complaint

  Date:12/02/2023

  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 pay for weekly trash removal to the City of ********, **. The city has a contract with Waste Pro (***********, **) to provide trash removal services. We have not ever missed a payment to the city for this service. The last time that Waste Pro serviced our residence was on November 2nd. Our scheduled pickup time is Thurdays of each week in the early AM hours. To date, Waste Pro has skipped servicing our residence on Thursday 11/9, Thursday 11/16, Friday 11/24 (holiday schedule), Thursday 11/30. Between 11/9 and 12/1, I have called the City twice & personally made two trips to City Hall to speak to them about this issue. During both the phone calls & the two trips, the clerks who assisted me told me that all they could do for me was to notify Waste Pro that trash had not been removed. During the last visit, that city clerk went so far as to tell me that there were a lot of complaints recently & that Waste Pro doesn't communicate with them much. During the same time period mentioned above, I also reached out to Waste Pro myself by calling them on 11/22 and spoke to a very nice lady & informed her that, at that point in time, we hadn't had service for 3 weeks. She told me that due to the Holiday our service would happen on Fri 11/24, however, it didn't. I also believe I called them once before that time but can't be certain. I also went to WP's web site recently & found a spot where a complaint could be made & I did file a written complaint. The site said that they would respond but I have not seen a response yet. I would like to see a refund issued for the period of non-service & regular service restored to our residence ASAP as its getting pretty stinky around here and the buzzards are beginning to circle. Thank you for any assistance you can provide toward resolving this problem.

  

  Business Response

  Date: 12/06/2023

  One of the Supervisors is going to go by the house to talk to the customer to work it out.   We will also give her two weeks credit.
  

  Customer Answer

  Date: 12/08/2023

  Our trash was picked up and removed, thank you Waste Pro.  Unfortunately, the day the trash was removed, my husband and I were out of town until early evening.  I did have someone at the house though and she told us that a gentleman in a suit picked it up but she did not say that anyone had come to the house and asked for me. I cant imagine that a Supervisor did not attempt contact after coming all the way out here so I wonder if she just did not hear a knock at the door.   While I am very satisfied that the current situation has been handled I would still very much appreciate speaking to the Supervisor.  I'm not certain that the problem isn't with us. Are we not handling something like placing the bin in the wrong spot, etc? I've never been able to speak with anyone to find out.  Maybe it was just a temporary glitch in Waste Pro's service such as short staffing that they were working to resolve. Give me the opportunity to clearly understand what the problem is and if it's on me, I will fix it.  If it's on Waste Pro, I can show a lot of patience while they work to fix it. So, I am 75% satisfied that the immediate problem has been handled but until I can speak to the Supervisor I am not 100% satisfied.  A phone call will suffice.  I am happy to make the call if given a contact # or I can be reached at ************.  Thank you Waste Pro for picking up the trash and getting the buzzards out of our yard and thank you BBB for mediating this issue for us.  *****************
  

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20947522
  
  I am rejecting this response because:Date Sent: 12/8/2023 12:33:16 AM
  Our trash was picked up and removed, thank you Waste Pro.  Unfortunately, the day the trash was removed, my husband and I were out of town until early evening.  I did have someone at the house though and she told us that a gentleman in a suit picked it up but she did not say that anyone had come to the house and asked for me. I cant imagine that a Supervisor did not attempt contact after coming all the way out here so I wonder if she just did not hear a knock at the door.   While I am very satisfied that the current situation has been handled I would still very much appreciate speaking to the Supervisor.  I'm not certain that the problem isn't with us. Are we not handling something like placing the bin in the wrong spot, etc? I've never been able to speak with anyone to find out.  Maybe it was just a temporary glitch in Waste Pro's service such as short staffing that they were working to resolve. Give me the opportunity to clearly understand what the problem is and if it's on me, I will fix it.  If it's on Waste Pro, I can show a lot of patience while they work to fix it. So, I am 75% satisfied that the immediate problem has been handled but until I can speak to the Supervisor I am not 100% satisfied.  A phone call will suffice.  I am happy to make the call if given a contact # or I can be reached at ************.  Thank you Waste Pro for picking up the trash and getting the buzzards out of our yard and thank you BBB for mediating this issue for us.  *****************
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 12/20/2023

  The customer has been contacted regarding the issues.   We sent someone out to Clean her up.   They will also issue a 2-week credit on the account.

• Initial Complaint

  Date:12/01/2023

  Type:Product 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.

  First thing Rates went up on waste pro collection fees, they want you to pay for poor services, and the biggest issue is they don’t come on time to dump trash in my neighborhood rather your account is in good standing or not it’s always the following service week if it’s a holiday they don’t come like they say a day after , my neighborhood trash cans are full right now 12/1/2023 Friday. They never even came yesterday on the service day which is Thursday 11/30/23 for the original pick up bottom line is this is an ongoing issue the service is terrible and my nxt move will be to get the news crew here to see how poorly the service is. It makes the neighborhood look run down if the service days are Thursdays they won’t show until Friday or the nxt Thursday this is the worst waste pro company ever they don’t care about customers they hire anybody that’s not qualified to to the job and how hard could it be to make your route on time.

  

  Business Response

  Date: 12/07/2023

  Please provide service address.   We cannot find anyone with this name in our system.

• Initial Complaint

  Date:11/29/2023

  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 had waste pro trash service for a year we missed one payment. I paid the amount plus late fee on Monday the 20th 2023 we were told they would do a curtsey pick up never happened then on our scheduled day Friday the 24th the driver said it wasn't on the curb which it was the Monday the 20th when I paid the bill ..we called abd was told they will pick it up Saturday the 25th never happened come the following Monday was told they will pick it up never happened then again on Tuesday never happened then again on Wednesday nope when we call they said when I paid it ..it was on credit hold when it was paid in full there shouldn't have been a credit hold I'm out here every morning since Monday the 20th picking trash off the ground because if the cats getting into flies nasty smell unsanitary plus my 9 yr old son has health issues takes medicine and we can barely stand out to wait on the bus because of the smell and that it's overflowing with trash so nasty unprofessional and had health concerns

  

  Business Response

  Date: 11/29/2023

  We have tried searching by the address, customer name, and email, this is not a ********************** customer.  Please provide further information.  Thank you.

• Initial Complaint

  Date:11/27/2023

  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.

  On October 1, 2022 I paid for a full year of service. At this time I was informed that if I canceled service at any time there would be a pick up fee of $80. It took them at least 3 weeks to bring me a can and start pick up. I called multiple times trying to remedy the situation. I was told via phone call I would receive a credit because of the delay but the person I spoke to told me she would note this on my account but refused to give me any proof of credit on paper. Fast forward to October 13, 23. Thinking that I had a credit until October 21. I canceled my service. After at least 6 calls to Waste Pro and as many calls from them trying to collect, each time I requested a paper bill so I can pay them $80 for their pick up fee. I FINALLY get a bill on Nov 25 in the *** of ******. I have now been charged $75 for 3 more months of service plus $80 can pick up fee and a $5 late fee after I've already canceled service. And as it turns out I never received the 3 week credit as I was told I would by a Waste Pro ******** also took them over 30 days to pick up their trash bin.

  

  Business Response

  Date: 11/30/2023

  From the *************** Manager:

  I called the customer and left a voice mail requesting a call back.
  
  
  I reviewed her account and call notes and I do not show where she ever questioned or requested any service credits until yesterday.  Several attempts have been made to contact the customer and we have not had much luck in that department, but that being said I reviewed the account and found that no credit was ever issued even though the services were delayed in start so I issued a 1 month credit on the account for the delivery delay. Also the customer was originally charged $150.00 as the container was not recovered during time of removal but I see that it was recovered at a later date and the fee was not waived. The customers new balance is now $67.48. I have also emailed and will be mailing the email,statement, & invoices to the customers address.

• Initial Complaint

  Date:11/17/2023

  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.

  Good morning, Today my complaint I have is about the garbage men that pass through the neighborhood where I live at Cambridge Drive Waste Management garbage men left trash on the ground in front of my house they didn't collect all my trash they left trash beside my can and didn't empty the whole can they left my can laying flat on the ground and did things with a bad attitude and gave me bad service I need y'all to handle Waste management garbage truck men for not collecting all the trash siting out by the edge of the driveway in front of my house this happened 15 minutes ago my address is *********************************** ******* ** my name is ******************* Thanks

  

  Business Response

  Date: 11/30/2023

  A Supervisor went to the house and there was nothing there @ **** *********.  We will continue to monitor this address. 

• Initial Complaint

  Date:11/17/2023

  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 am writing to file a formal complaint against Waste Pro regarding their abysmal service and blatant disregard for customer satisfaction. On 7/31, I paid $109.80 for the delivery of a trash can and recycling bin, along with pickup service for the quarter. As of 11/17, not only have they failed to deliver the trash cans, but they consistently fall short in picking up my trash.The level of frustration I have endured is exacerbated by the fact that I've called Waste Pro every single week, seeking resolution, and receive a different excuse every time. Ive been told that my trash doesnt get picked up sometimes because it isnt in an official Waste Pro bin, but they fail week after week to deliver the bins I paid for back in July. Today, I witnessed one of their drivers violently throwing my personal trashcan down the street, resulting in the complete breakage of the top. My neighbors cans were put back in a row and I do not feel he would have tossed my trash can if it had been an official bin. My attempts to escalate the matter by requesting calls from a manager have been futile, as no calls have been returned. The customer service representatives provide inconsistent and conflicting information every time I call, promising weekly deliveries that are never fulfilled. This situation has caused significant inconvenience and distress.I implore the Better Business Bureau to investigate this matter promptly, ensuring that Waste Pro rectifies their failure to provide the services paid for and finally follow through in delivering my trash can and recycling can. Their lack of accountability, unprofessional conduct, and disregard for customer service standards should not go unaddressed.Ive attached my initial payment to the company as well as the remainder of my statements. *** tried to get explanations of the payments, but again, receive different answers every time I call. Thank you for your attention to this matter.*********,*************************

  

  Business Response

  Date: 11/29/2023

  These containers were delivered by **************** and the customer thanked him while there. The information was received here on the 22nd and the containers delivered on the 24th of November

• Initial Complaint

  Date:11/16/2023

  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.

  Issue: Consistent failure in recycling pickup services on the scheduled day (Fridays) over several months.Attempts to Resolve:Multiple contacts (13 phone calls so far) with customer service without effective resolution.Email to management at ****************************** as advised, with no follow-up received.Joint phone call with a neighbor to customer service, yielding no results.Impact: Significant inconvenience and frustration due to failure in service and lack of response or accountability from Waste Pro USA.Desired Resolution:Immediate and ****************** pickup as per schedule.Formal apology and explanation for service failures.Compensation or refund for the period of service failure. (8 weeks since our last regular pickup at the time of submission)Additional Comments:This consistent failure in service, coupled with a lack of communication and accountability from Waste Pro USA, raises concerns about their competence and commitment to their customers. A prompt and effective resolution is sought to address this ongoing issue.

  

  Business Response

  Date: 11/29/2023

  That was recovered already.   We will be adding this address to hotlist to monitor future pickups.  

• Initial Complaint

  Date:11/11/2023

  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.

  WastePro has not picked up my trash in over a week. I have called multiple times. I'm told they will review the truck film and call me back. Doesn't happen. Then when I called after no pickup on Friday, "Sol" told me they would come get it Saturday. Of course that did not happen. I'm paying these people and they won't collect the trash - meanwhile its rotting at the curb.

  

  Business Response

  Date: 11/29/2023

  We have contacted the customer and his issue was resolved on November 13th. 

  Customer Answer

  Date: 11/29/2023

  
  
  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,
  
  
  
  *********** ****