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:11/07/2023
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.
I am a resident at ***** ************ Trial, *******, Florida, *****. My boyfriend and I have contacted the Waste Pro office three times now regarding our trash not being picked up. I have emailed the Division VP as well, *********************. It was not picked up last week, so we called Thursday morning to ensure it would be picked up this week. We were told it would, and if that does not happen, she will send a truck out Friday morning. Friday morning we call again to let them know no one had come. We were told now they would put an order in and it would take ***** hours to receive a pick up. We waited and called back again at 5pm to notify them that someone had not come and to speak to the manger. I was told she not at work and there was no one else to speak with. It has now been 30 hours since reaching out via phone and email without any update or our trash being collected. This is the only trash service in the area. I dont have the option of switching to another company, or I most definitely would. I would just like my trash collected on time and to be credited for the weeks of service not received. They are taking advantage or their monopoly in this area.
Business Response
Date: 11/29/2023
I was initially contacted on November 3rd with the request for pick up. The request did not include an address for service,she responded late Friday. I saw the address on Sunday and assured her I would have someone there first thing in the morning on Monday. We do not service this area on the weekends.
I followed back up Monday letting her know it was serviced as promised and sent an apology on Tuesday if the recovery took longer than she anticipated.Initial Complaint
Date:10/30/2023
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.
We paid in advance for Waste Pro to collect our curbside trash on Fridays beginning today, Friday 10/27/2023. We live in an HOA and are not allowed to leave trash on the curb for longer than the night before scheduled collection. We put our trash out last night, and Waste Pro never collected it. Even after calling several times and being told they were on the way, they did not collect it. We had to haul it back inside and dispose of it via the landfill dump.Business Response
Date: 11/07/2023
Waste Pro has reviewed her account will issue a refund for the full amount onto her
**** *ard. Thank you.Customer Answer
Date: 11/08/2023
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,
******* ********Initial Complaint
Date:10/23/2023
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 is supposed to pick up the can since this route is no longer theirs. I have called two or three times every week and no one seems to know when the can is going to be picked up. They tell me “we will dispatch the truck” and “they’ll get to it” and “they’ll call me back” then no one calls me back or pick the can up. The can has been on the side of the road for a month. Come get your can!!!!Business Response
Date: 10/24/2023
Sending a driver to pick up can today.Initial Complaint
Date:09/18/2023
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.
Because I did not give the driver and his helper a 100% on his survey he can continually squeezes the juice from the truck onto the road in front of my house when with or without pickupBusiness Response
Date: 09/25/2023
This is the areas that we cleaned up last week , Where the
truck was leaking real bad, The driver is not doing it to be
mean, The truck in question has been repaired as of last Tuesday .Initial Complaint
Date:09/11/2023
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.
Hello!In June, we updated the contract and waste pro from once a week to twice a week. However, they did not come to collect garbage on every Fridays, which means they did nothing but charged us more than $100 more a month. , from the original price of 198 US dollars (over load $ 15) to 327 US dollars, we kept calling to complain, and the customer service was perfunctory every time, saying to remind the manager or the driver, but nothing changed.We dont know how this kind of garbage company can exist, and we even cant change companies because they cooperate with the city and cant sign contracts with other waste companies.Business Response
Date: 09/25/2023
It was the drivers error. The conversation was done with the driver and clarification provided.
The customer will be issued a credit for the missed Fridays.Customer Answer
Date: 09/27/2023
Hi! Got the couple calls from waste pro, said gonna issue ** credit, but haven't got it yet.
Thank you so much
Customer Answer
Date: 09/27/2023
Date Sent: 9/27/2023 12:29:46 AMHi! Got the couple calls from waste pro, said gonna issue ** credit, but haven't got it yet.
Thank you so much
Business Response
Date: 10/02/2023
The credit will show on her next billing cycle.Customer Answer
Date: 10/07/2023
Hi! After the complaining, they did pick trash once , but it has not been pickuped twice since then. Still haven't ********** yet.
Thank you!
Customer Answer
Date: 10/09/2023
Complaint: 20581034
I am rejecting this response because:Date Sent: 10/7/2023 12:44:37 AMHi! After the complaining, they did pick trash once , but it has not been pickuped twice since then. Still haven't ********** yet.
Thank you!
Sincerely,
***************Business Response
Date: 10/13/2023
We are having issues with the truck. She will be given credit for all of her missed pickups.Customer Answer
Date: 10/18/2023
Complaint: 20581034
I am rejecting this response because:Date Sent: 10/18/2023 12:30:22 AMHello! To be honest, very disappointed with the way they handle things, even at the top level, it's just a simple thing, just playing around, received the invoice last week that they promised to give us credit, I already mentioned it in my previous complaint, the driver I've been here only once or twice on every Friday since the new agreement , and it's been three months now, and they've given me less than a month's credit. Last time someone threw furniture into ours trash can, they immediately charged me $150. change it to a bigger trash can if the driver inconvenient please.
thank you so much
Sincerely,
***************Business Response
Date: 10/23/2023
I spoke to a gentleman. I issued a credit for two weeks. He called me back after he saw the credit he felt he should receive a bigger credit. I agreed to issue a second credit.
We also discussed going to a bigger can and going back to his regular service of once a week on Tuesdays.
This has been communicated to sales.
In the meantime, service has been monitored on Fridays.Customer Answer
Date: 10/24/2023
Hi!
Every Friday the driver didn't come for three months, not two weeks, and you only gave me two weeks of credit. At first, I called to complain that the driver didn't come, and then I complained through the city's sanitation deparment website , How long has it been until now? Salesman has not contacted us since the last time we contacted,
Customer Answer
Date: 10/25/2023
Date Sent: 10/24/2023 11:14:09 PMHi!
Every Friday the driver didn't come for three months, not two weeks, and you only gave me two weeks of credit. At first, I called to complain that the driver didn't come, and then I complained through the city's sanitation deparment website , How long has it been until now? Salesman has not contacted us since the last time we contacted,
Business Response
Date: 11/02/2023
Spoke with the Customer and I agreed to issue a second credit.
We also discussed going to a bigger can and going back to his regular service of once a week on Tuesdays.
This has been communicated to sales.
In the meantime, service has been monitored on Fridays.Business Response
Date: 11/02/2023
Date Sent: 11/2/2023 9:48:25 AM
Spoke with the Customer and I agreed to issue a second credit.
We also discussed going to a bigger can and going back to his regular service of once a week on Tuesdays.
This has been communicated to sales.
In the meantime, service has been monitored on Fridays.Customer Answer
Date: 11/07/2023
The garbage was not picked up on 10/6 and 10/27. dont know how to monitor . It does'nt seem to work . The sales still hasnt contacted . so frustratedBusiness Response
Date: 11/08/2023
Date Sent: 11/7/2023 11:37:30 PM
The garbage was not picked up on 10/6 and 10/27. dont know how to monitor . It does'nt seem to work . The sales still hasnt contacted . so frustratedCustomer Answer
Date: 11/08/2023
Date Sent: 11/7/2023 11:37:30 PM
The garbage was not picked up on 10/6 and 10/27. dont know how to monitor . It does'nt seem to work . The sales still hasnt contacted . so frustratedBusiness Response
Date: 11/29/2023
Credit was issued and service has been on schedule twice a week.Customer Answer
Date: 12/04/2023
Hi! We haven't received the credit you mentioned, and then we noticed that increased our fees only four months after signing the new agreement, anyway you did a great job in November, but even so we still want to Change it to once a week. as my experience and everyone i spoke with, I still worry.Customer Answer
Date: 12/12/2023
Complaint: 20581034
I am rejecting this response because:Date Sent: 12/4/2023 11:22:00 PM
Hi! We haven't received the credit you mentioned, and then we noticed that increased our fees only four months after signing the new agreement, anyway you did a great job in November, but even so we still want to Change it to once a week. as my experience and everyone i spoke with, I still worry.
Sincerely,
***************Business Response
Date: 12/20/2023
We reviewed this account and additional credit has been issued. $307.20.Customer Answer
Date: 12/26/2023
Hi ! Yes, we got the credit
However, the driver still missed picking up the garbage twice this month . After communicating with the manager, and make it right , but we still very worried.Customer Answer
Date: 01/03/2024
Date Sent: 12/26/2023 12:30:13 AM
Hi ! Yes, we got the credit
However, the driver still missed picking up the garbage twice this month . After communicating with the manager, and make it right , but we still very worried.Initial Complaint
Date:09/11/2023
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 have been patiently waiting for my garbage bins after buying a new construction home 4 months ago and still nothing, waste pro is a disgrace, nice on the phone but they don’t do anything. It is just ridiculous. To add insult to injury today they tell me that I should call more often to follow up. A new construction needs garbage disposal same as it needs water and electricity. They do an awful job and they know it.Business Response
Date: 09/25/2023
They have been delivered. We apologize for the inconvenience.Customer Answer
Date: 09/25/2023
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,
****** **********Initial Complaint
Date:09/11/2023
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 was told one amount for my bill and then it was changed and they added additional fees and I was told they were not suppose to charge me and then I was told that was wrong. I ask for a manager to call and explain as well as why they missed me so often for pickups but no one care at the companyBusiness Response
Date: 09/12/2023
We have reached out to Mr. ********* He is saying he
was not informed that there were two additional weeks he had to pay for
(started prior to quarter start).
We have offered a credit of the $32.66 for this month’s
invoice. The request has been sent to Josh to apply and re-invoice.Customer Answer
Date: 09/12/2023
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. However the statement is not correct. If it was correct the 2 weeks would be part of the $90.00 for 3 months and two weeks does not add up to $32.00. I was told the $32.00 was sometype of floating fee that changed. I was only told that after calling in multiple times to resolve this issue. Patti told me the $32.00 was simply a credit and I accepted it once she told me my final bill would be $107.00 after signing up for $90.00 per quarter. I would say these folks can't be trusted based on this side step move. I accept the $32.00 and will live with the higher price even though my neighbors pay $97.00 per quarter with a different company.
Sincerely,
****** ********Initial Complaint
Date:09/11/2023
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.
The garbage pickup in the Pistol Ridge community is not very consistent. Our weekly pickup schedule sometimes turns into bi weekly or longer. My garbage has been sitting outside for over a week right now. Will my bill reflect all these weeks you don't show up. Answer: NOBusiness Response
Date: 09/12/2023
We
have no notes on any service issues and he is scheduled for yesterday. We have confirmed he was serviced. We called but no answer. I will try again
laterCustomer Answer
Date: 09/12/2023
Complaint: ********Not just me but the entire community has not been serviced since labor day. Yes, yesterday the garbage was picked up in my community... one week late.
Initial Complaint
Date:09/11/2023
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.
Liberty County switched to Waste Pro in January 2023. It’s September 8, 2023, and we still have no Waste Pro trash can. That’s 9 months. I receive bills from Waste Pro to pay for trash pick up when I don’t even have a can. I’ve called many times over the course of this year, but what prompted me to leave this review was receiving notice that my account was being sent to collections. For what?!?! We’ve been hauling away our own trash for 9 months. Every time I call Waste Pro they say they’re on it, and they note my account. All of my neighbors have cans. I don’t understand why it’s taking so long. On one of the phone calls I was told they had no idea when I would receive a trash can. Very strange.Business Response
Date: 09/26/2023
The Can has been delivered.Business Response
Date: 10/05/2023
Waste Pro will be issuing a credit for any and all missed pickups. She will see it on her statement. Thank you.Customer Answer
Date: 10/06/2023
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,
******** ****Initial Complaint
Date:09/11/2023
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.
I had a pretty disappointing experience with Waste Pro's trash removal services due to a lack of transparency and communication. I entered into a contract with them on August 17th, expecting to receive my garbage cans within 7-10 business days as informed. However, they only arrived on September 5th, without any prior communication about the delay. When I attempted to cancel the service due to this delay, I was surprised to learn that I'd need to pay for 6 months of service just to cancel, despite not having received any service up to that point. It's worth noting that the agreement I signed did not mention any such cancellation fee, and their website does not clearly display any Terms of Service or Service Agreements regarding this. The most disappointing point about this whole experience was the fact they leveraged their contract to squeeze money out of me even though they had done nothing on their part to provide any service.Business Response
Date: 09/25/2023
We will issue the requested
credit. There are no liquidated damages listed on the service
agreement. It is a 2 year agreement, however. And not charging for
delivery of the subsequent removal, 6 months termination is what we ask and
he paid.
We will issue the credit and
reimbursement.
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