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:09/05/2023
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.
Customer of Waste Pro in Transylvania County. Learned from my neighbor that trash service has been discontinued in Transylvania County, did not receive any notification from Waste Pro that my trash will no longer be picked up and that our service is no longer effective. Not a letter, email, nothing.
Called customer service, and was met with a rude person who told me that it could take up to two weeks to remove the Waste Pro bins from my property, even though they are full of stinky trash.
This is an egregious customer service error, and I feel that Waste Pro has little to no empathy for the customers they have decided to no longer service. They should have phased out the service with a 30-day notice to customers to allow them to find a suitable replacement, and to arrange bin pickup without being full of trash.
Business Response
Date: 09/25/2023
We did a call them all for the area we stopped servicing. We
stopped servicing that area due to the distance we had to travel and the lack
of density.
As a site we could have done a better job on making sure the
customers being affected knew about the canceling and gave them more time to
find another company to service them
I have called and talked with Mr. ***** about the situation
and how it came about and how we could have done a better job communicating
He has the cans alongside of his home but will have them out
tomorrow for us to recover.
I will go by in the morning and remove the cansInitial Complaint
Date:08/15/2023
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.
Two weeks of trash NOT being picked up. I was told this morning that I needed to pay $25, for what? Incompetent workers who have to be told to do their job? I don’t ever recall someone telling me I need to do my job. I get paid to do something, I just do it. I should’ve to call all day every week for my trash to be picked up. I am beyond tired of this nonsense. It’s this kind of foolish behavior that causes problems. I want my trash picked up every week! The trash has maggot in it. The bugs have gotten into my car which I had to detail. I paid for that since it seems as if there’s a mental disconnect with your service workers.Business Response
Date: 08/16/2023
The customer has been contacted & details of the address
being missed were discussed. For the remainder of August, we are requesting the
driver call dispatch after the can has been serviced(so that we have a
documented service time). Moving forward, the account has been flagged, in
order to BE SURE the address is serviced.Customer Answer
Date: 08/18/2023
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:08/14/2023
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 live in the city of Debary who contracts with Waste Pro for out weekly garbage on Wednesdays and yard garbage on Fridays. I just moved in to my home and have started maintaining it properly
On my 1st weekend of July I placed about 10 bags and a good size row of hedge trimmings. So did the neighbor. In Friday they bypassed me and picked up the neighbors.HMMM I thought. Well the next weekend I added 8 more bags. And bundled the hedge trimmings with twine. Again the other neighbors was picked up and mine was left. The next weekend I added another 6-8 bags and I called them on Monday. They apologized and guaranteed me it would be picked up Friday. NOPE, PASSED ME BY AGAIN!! My wife called on 8/1/3023 and they promised it would be picked up. It again was not and I called on Friday 8/4/2023 and they said yes your wife called and we will 100%pick it up in 4-5 business days. NOPE. So I called the City of Debary who also called and was assured it would be picked up ASAP!! NOPE!! HERE WE ARE 6 WEEKS. There are now 50 bags out there and Waste Pro is a no show!! The neighbor informed me the rumor is I am a dead beat who won't pay taxes. I'm getting the looks, no one speakes to me. Me next move will be legal!!Customer Answer
Date: 08/14/2023
Waste pro seems to be picking up neighbors yard trash. A neighbor around the corner had a good portion of their trash picked up on Friday. It was not all though. It does appear I am being singled out as NONE of mine has been picked up in 1.5 months. I have received zero calls. Zero communications from waste pro as to why this is happening?Business Response
Date: 08/25/2023
He had 15 bags of rubber mulch. He put it
out on yard waste day. The bags were too heavy. We had to send a different crew
out. We spoke to him personally he understood the reasons why it was not picked
up. This has been resolved.Initial Complaint
Date:08/10/2023
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 was contacted by Randy ************* our association president on June 2, 2023, to have our dumpster replaced due to a missing lid. I followed up on June 18th to confirm the dumpster was ordered and my email was confirmed on June 19th by Jessica H***** at Waste Pro. In my email I stressed the importance of getting a dumpster with side doors as our community has a large population of older people who cannot through the trash into the top of the dumpster. On July 20th I talked with Brittany at Waste Pro, still no dumpster. I discussed the only problem with our dumpster is missing one top lid. Asked if they can come replace our lid and we would be good to go. Brittany reached out to their maintenance with that request. On July 31st I talked with Brittany again, still no progress on dumpster, again requested that we just get a new lid. Brittany was reaching out to maintenance again. Each time I stressed the need for side doors. On August 4th our new dumpster arrived without any side doors. I called waste pro and talked to Brenda. She said she saw all my previous correspondence, but side doors are a "nice to have" but not necessary. She is submitting another special request. She could not provide feedback on why maintenance did not just come and give us a new lid so our current dumpster with side doors could remain at our location. All ladies were kind and helpful, but our side door request has not been provided. I now have a community with 109 doors that will be returning in October, and we will receive many complaints from owners who cannot reach the top of the dumpster. I would like this issue resolved as soon as possible.Business Response
Date: 08/15/2023
We
could not find any orders under the address she provided. However we did find a
request for a special order 8 yd with side doors at an address in the same
complex. We believe this may be the one she is referring to. We have it
scheduled for delivery this week.Customer Answer
Date: 08/16/2023
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:08/07/2023
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.
They are blocking our driveway with trash can. We have made several calls to complain. They say they will address the issue but never do. We live on a very busy road and it creates a safety issue. We can not stop in the road do to it being very busy and in a curve. So we have to drive down the road and walk back to move the can. We tried to drive around last week and scratch my car. I was very upset and called yet again and have not even had anyone return my call. They have it on file where we have called multiple times and nothing being done. I am afraid that we are going to have a crash because we are trying to dodge the can and can't get in our driveway. We have been very nice when calling and getting nowhere. Please help!Business Response
Date: 08/15/2023
Had scratches buffed off At body shop. Customer is very
satisfied.Customer Answer
Date: 08/17/2023
Today was trash day and they did not pick up again. This has made two weeks in a row that they have not picked up. So....No. I am not very satisfiedBusiness Response
Date: 08/23/2023
We are monitoring this stop to ensure it does not happen again.Initial Complaint
Date:08/01/2023
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.
Our Garbage, Yard Trash and Recycle is scheduled to be picked up every Monday. As of July 24, 2023 our Yard Trash has been left with NO pick up. I have called various times and spoked to customer service of which I was told to all 48 hours for pick up, and nothing has been done. I sent an email to Bill Jones who is supposedly the VP of this Division. His office staff Leslie and Brittany A have replied to my email stating the yard trash on our street not just mine would be pick up and yet NOTHING. It been one week and I am constantly having to deal with this every other month or so. This is NOT acceptable as Tax Payers we pay for this service. Why does this continue to occur. Terrible service. Please I want this escalated to CEO of the company so they are aware of the terrible management and service that we are dealing with.Business Response
Date: 08/02/2023
Waste Pro has picked up all the garbage. We apologize for the inconvenience.Initial Complaint
Date:07/31/2023
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.
This is an ongoing problem. Our garbage is not being picked up. This is 3 weeks in a row we have been missed. We are doing everything correctly involving placement if our garbage bins. Last week, a bag was taken out of our bin. But our recycling, and remaining garbage is still in cans. Now, hundreds of flies are getting inside my home, maggots all over the cans. I have a very small child in my household. It is very important for our waste to be disposed of. No excuse. Everyone else,'s trash is picked up. This poses a potential health hazard with disease. Please, do something about this.Business Response
Date: 08/03/2023
We sent someone back to pick up the same day that we got the
complaint. I also just talked to the customer who said he is going to call the
BBB back and let them know that we handled it correctly and he is happy with
the way it was handled.Business Response
Date: 08/03/2023
We sent someone back to pick up the same day that we got the
complaint. I also just talked to the customer who said he is going to call the
BBB back and let them know that we handled it correctly and he is happy with
the way it was handled.Customer Answer
Date: 08/13/2023
This is the very first email from the BBB. I could not respond to something I never received. I am requesting that you do NOT put this in complaint in their profile, as the very next day the issue was handled with speed and professionalism. Put that in there.
Regards
* * ******
Customer Answer
Date: 08/13/2023
This is the very first email from the BBB. I could not respond to something I never received. I am requesting that you do NOT put this in complaint in their profile, as the very next day the issue was handled with speed and professionalism. Put that in there.
Regards
* * ******
Initial Complaint
Date:07/31/2023
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 have a small recycling bin, but have been charged for the same size bin as my larger garbage. I have also called twice about getting the recycle bin replaced as the lid was cracked when I moved in. I was told twice that repair orders were put in, but nothing has been fixed or replaced in the three months of service.Business Response
Date: 08/14/2023
This was completed, they switched out the recycle cartInitial Complaint
Date:07/19/2023
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.
Wastepro personnel damaged my trash container approximately 5 weeks ago. I called the Daytona, FL office with my complaint and the receptionist said she would give the message to the supervisor. I waited approx 2 weeks and called again. This time the lady sent my call to another supervisor and I explained the situation, he said he was going to look into the problem. He asked for my phone number / I sent pics and the next day he sent me a thumbs up emoji. I called back again and the Daytona office sent my complaint to the South Daytona office. A supervisor called me as soon as he received it / July 13th. He said he would have the container replaced if not the same day, on Friday / 14th and the container has not been replaced. The trucks have cameras, I have sent multiple emails, been told by supervisors that the container needs to be replaced. After 2 or 3 emails to each office, It is like a big joke. After I did not receive my container on Friday, I sent a text to the supervisor I spoke with on Friday and told him that he did not keep his word and I was going to take this complaint to corporate. To my surprise, not even a phone call on Monday or today / 18th. The truck cameras say it all, this is not fair to the customer, I should not have to talk to multiple supervisors about my damaged container, it is not my fault. PLEASE help me, I am over it at this point. It is quite clear that neither location looked at the truck cameras or cares about the damage to my container. My container is a Rubber maid rough neck 40 gal container. The worker who damaged it should not have to pay for this, I have waited 5 weeks. The company should have to absorb the cost with the supervisors being spoke to about my situation/complaint and others as well. Thank you for your time and patience.Business Response
Date: 07/20/2023
A new container will be delivered today.Customer Answer
Date: 07/26/2023
Complaint* ********
I am rejecting this response because:The business stated in their reply that a trash container will be deliveted thursday / 20thToday is friday the 21stWastepro has yet to deliver containerIt needs to be the same one that was damagedRubbermaid 40 gal rough neck with lid and wheels
Sincerely,
******** ******Business Response
Date: 08/03/2023
We have sent a supervisor to her home to confirm that a cart was delivered. It has been delivered.Initial Complaint
Date:07/18/2023
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 stop servicing my home on June 1, 2023. I did not stop service they stopped servicing the area. I have been calling every week about them removing the trash bin seeing that it is a violation of my HOA to leave bins out in the open. Every week I have been giving the run around about they was going to pick up the bin. After two weeks they informed me that they have 30 days to make this happen. It is now July 17, 2023 and it is still in front of my home. The HOA has given me warnings. I have email the company Atlanta -West location which is the office responsible for this. After I was hung up on, I sent an email to the company (see attachment)Business Response
Date: 07/25/2023
This has been picked up. This matter is resolved.Customer Answer
Date: 07/25/2023
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,
*** *****
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