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. has 53 locations, listed below.

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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:07/12/2023

  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.

  July 11th 2023 garbage was not picked up last Monday garbage was not picked up this Monday. I called them 8:00 this morning said it would have a truck out to get it at 3:00 still no truck I called again told me there would not be a truck out there till Thursday or Friday today is only Tuesday there's nothing they can do about it never seen such horrible services I had with this company that's been repetitive with them so now I'm looking at taking the stuff to the dump tomorrow because I'm moving tomorrow at our house was up for sale Garbage needed to be out of here yesterday now I'm going to the dump maggots all over the garbage just totally disgusting. The girl I talked to the phone acted like she could care less if they kept me as a customer or not.

  

  Business Response

  Date: 07/13/2023

  I spoke to ****** Tuesday afternoon and we sent
  a crew out there Wednesday morning and picked up and cleaned up the garbage. I
  then spoke to ****** again afterwards, when he called to thank me for getting
  the garbage removed. Additionally, he transferred his garbage service with us
  to his new location in ****** ***** thanks

• Initial Complaint

  Date:07/11/2023

  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.

  We pay for weekly trash pick up. Our pick up day is Friday. They never pick up on the proper day. We are going on three weeks with no pick up at all. No one on our road has been picked up for this time frame. We are having to pay extra money to haul our garbage to a dump. This is an environmental and health and safety issue. When I call I am on hold for about an hour each time. I am told that a supervisor will call back. No one does. I am told the trash will be taken care of. It never is.

  

  Business Response

  Date: 07/17/2023

  This was picked up and I called this customer and gave her my cell number to call
  me directly if she has any further issues or concerns with trash collection.
  

  Customer Answer

  Date: 07/18/2023

  
  
  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:07/10/2023

  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.

  This is my second complaint about the fact that I pay for a service and they don't take my complete garbage that is inside my trash can. The first time I had thrown away some boxes from Amazon and another 2 bags of garbage... they took the bags and left the boxes that were inside the trash can. When I call and explain to customer service, I have to wait for the next week for the pick-up for a service that I am paying for, the person who answered me i explained what happened and I also told her that I did not see it that day but I have seen it on other days when they pick up the garbage, they open the trash can and grab the garbage bags with their hands and throw it into the truck. Whatever is well at the bottom always stay, as they dont reach it, they leave it either newspapers, cans, etc. and costumer service questions me as if what I'm saying is a true, telling me like i I take out the garbage after the time they pick up. And today, July 7, 2023, they took the bags and left a plastic bowl of cake and many promotions that come from the mail, giving me to understand that they did the same thing the other time. I am writing trying to contact someone who will take my complaints seriously because this is a service that I am paying for and I am about to change to the competition because even if it is trash they have to be professionals if they do not like their work they should change jobs.

  

  Business Response

  Date: 07/13/2023

  I spoke with Mr.******* on July 7th ,we went
  through the rules and policies based on the Community he’s in . He explained
  his concerns and addressed his issues , we spoke to the driver and had an
  understanding on how service should be going forward to avoid anymore service
  problems. I also emailed Mr. ******* a breakdown of what items Waste Pro can
  take as well of a list of things we can’t take. He has my contact information
  if in the future Mr.******* has any questions or concerns.  

  Customer Answer

  Date: 07/13/2023

  I talked to the person who spoke and she explained various points of their policies and rules, although some of them do not make sense to me, for example the last time I did not upload the photo but I upload it now and tell me where I violated the rules and policies in that photo the only thing that could be said is that the garbage must be inside the bag some stuff like the picture show please why so picky but I don't remember seeing it in the rules specific where all the garbage has to be inside bags always, Garbage is garbage and what they left behind is not dangerous or toxic, just because it is not on the inside the bag but is still inside the trash can. a simple issue becomes something bigger. It is the first time that I have a situation with garbage collection for collecting my garbage inside my trash can, I am still waiting for the rules and list of items or the days they are collected since I checked my spam mail and regular mail And I still haven't received it, I'll call it in the week to have it sent again.
  For now, she said she was going to talk to the driver, she was very kind and patient with me. I hope the situation is resolved in the future, that's all I ask for and I expect a service that I'm paying for.
  

• Initial Complaint

  Date:06/19/2023

  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.

  My trash has not been picked up in 7 days. When I called the office for the manager, he failed to return my call. I have called them for this issue three times on 7 days.

  

  Business Response

  Date: 06/23/2023

  Per the Route Supervisor:  I called Ms ***** around 1:45 pm on 6/15/23 about her
  complaint she stated she had been waiting for the supervisor to call her. I
  explained he was driving a truck and I would handle the situation . soon as we
  got off the phone I called Arce the supervisor and gave him her address and
  told them to make sure they picked this address up before leaving Philadelphia.
  Arce picked her thrash up at 3:39 pm on 6/15/23. Also checked to make sure her
  garbage was picked up on her regular route day this week which was Tuesday
  6/20/23. The address was serviced at 9:55 am on schedule. Used the cookie
  crumbs from third eye to verify these times and dates. I believe Ms ***** sent
  this out before I spoke to her the evening of 6/15/23. All has been handled
  here locally. Also informed all staff to inform me on emails like this with
  missed thrash so I can handle it while Arce is training a new driver on route.
  Thank you

• Initial Complaint

  Date:06/19/2023

  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.

  I am required to use this company through the city of Cape Coral. They are charging for weekly service and on average skip my commercial building once a month. I then request pickup through their website that gets ignored until the next week. I prorate my payments to them for missed pickups and they have placed my account on "credit hold". I would like my account adjusted with "late fee" penalties taken off. I have paid for every pickup that has been performed and I refuse to pay for services that weren't provided.

  

  Business Response

  Date: 06/23/2023

  The Office Manager reached out to Mr. *****  to let him know the
  credits were issued last week and the account is current. He told me to take it
  up with the BBB and disconnected the call. I believe this is resolved. 

  Customer Answer

  Date: 06/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the bill I just received does not reflect credits for missed pickups.  I have attached the most recent bill I just received.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 07/06/2023

  Please see attached
  statement. This will show the credits that have been applied to the account.
  The balance currently due is for the month of July

• Initial Complaint

  Date:06/05/2023

  Type:Delivery 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.

  I moved in to my new home on March 2 , 2023. i have been waiting for trash bins ever since. you are told to pay a waste/ solid fee in order to get your C?O on a new house but yet no trash bins from this company. when you call, it's aggravating becuase no one can tell you when you will get your bins. first they told by May an now it's June and we still have no bins. Meanwhile we pay our taxes and fees. please don't give me excuse about the Hurricane becuase how much longer can we use the same excuse. I was told my case would be escalated and I'm still waiting for bins. yes i can put trash bags on curb but it brings flys and one time a dog decided to get into it and guess who had to pick up mess. also it attracts flies when you have no cover on bins.
  
  i just want my trash bins and no run around thanks

  

  Business Response

  Date: 06/07/2023

  We have delivered her cart.  

  Customer Answer

  Date: 06/07/2023

  
  
  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.

   

  it is a shame that it had to take this complaint to finally get the bins.  i greatly appreciate the help
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:06/01/2023

  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.

  WastePro continuously does not send out bills, then does not pickup the trash for non-payment. If they did their job and sent customers bills they would be paid! I am fed up with having to stay after them. If I have to be the supervisor for their services then they should be paying ME, not the other way around.

  

  Business Response

  Date: 06/06/2023

  Customer is set up
  for mailing paper invoices.  Her invoices are being mailed 3 times a year
  February 20th, June 20th & October 20th. 
  These invoices are not being returned to us by the post office, we note every
  account with returned mail. We have offered her to go paperless and receive
  email communications but she refuses to do this.  We are definitely processing and mailing invoices to her
  every 4 months.  If there is a better address she would like us to use, please provide same and we will send the bills there.  Thank you.

  Customer Answer

  Date: 06/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Emailed bills get lost in emailed spam.  Need paper bills.  All of my other bills get to me just fine.  WastePro’s often does not come. Wastepro also takes its time responding to emails; does not monitor its inbox timely.  One time it was 11 days with no response asking where my bill was so payment would not be late.  Then they stopped picking up because of non-payment and would not pick up until payment received even it was they who caused it to happen.  Had they replied timely this would not have happened . They also billed me an extra  $46.& change.  I paid it and emailed asking what it was for and never did received a response. I am still wondering what it was for. WastePro is not attentive to customers.
  
  
  
  Sincerely,
  
  
  
  ****** ***** *****

  

  Business Response

  Date: 06/15/2023

  The Division Manager explains that they invoice over 4,000 customers and unfortunately  do not
  have time to manually mail individual invoices to customers especially when
  there are other options available.  I have checked the bad address report
  from our invoice processing center and her address is not showing any problems
  with the mailings. She may want to file a complaint with USPS.
  I can provide email correspondence also with her
  communication with our dispatcher here in the office.
  We have contacted her when she has sent information to
  us.  Most recently we show a contact form sent to us on 05/26 from her and
  she was contacted by phone on 05/29 she spoke with Carmen in the office. 
  Then she emailed a contact form again on 05/31 and I answered her on
  06/01. 
  
  The billing on the account is correct, we are not showing she
  was over billed.  We invoiced her 10/20/22 $76.00 no payment was made and
  we ended service on 01/05/23 for nonpayment the outstanding invoice was
  credited (34.94) which left a remaining balance of $41.06.  On 02/20/23
  she was charged a $5.00 late fee for the still outstanding balance which would
  be the total of $46.06 due.  This outstanding balance was for services
  November-Jan 5th that were provided and not paid nor over billed.
  
  We are also sending late notice letters to her in the mail
  (the same exact way and company we use for our regular invoice billing) at 60
  (12/26/22) and 90 days (01/24/23) and she is receiving those in the mail.

• Initial Complaint

  Date:05/24/2023

  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.

  I paid for trash pick up services from July 2022 through April 2023 at my property in Black Mountain, NC. While visiting the property in January 2023 I discovered that the trash hadn't been picked up in several months. I called and complained and they came out and picked up the trash and blamed the month of missed pickup on new drivers or substitute drivers.Once again when I visited the property in March 2023 I discovered the trash hadn't been picked up since I was there in January 2023 so I called and complained and they came picked it up and gave the same excuses. The same thing happened in April 2023 when I visited the property and I finally cancelled the service. From July 2022 through April 2023, while paying for WEEKLY trash pickup, they only picked up the trash 3 times and only when I called in and complained they had been skipping me. I was literally told "Well, if you weren't at the property during the months in-between your visits and didn't know the trash hadn't been picked up then why does it matter if it wasn't picked up?" even though I was paying for them to come to my house and check/pick up the trash. Meanwhile it was logged every week that they did pick the trash up, which obviously wasn't true I have talked to several people at WastePro in Arden trying to get a refund for the months July 2022-April 2023 since I was paying for service that they didn't perform. I keep getting the runaround and no one will approve a refund of more than $80 because whoever I called in and made complaints to didn't properly document them in their system. The trash service I paid for wasn't performed and I need to be refunded. Most assuredly common practice in this area is to skip properties they think are vacation properties while accepting payment and not actually using the man hours and gas to perform the service the customers are paying for. At least that seems to be what they've done to me.

  

  Business Response

  Date: 05/30/2023

  This was completed on 5/25/2023.The customer received a
  refund of 133.01. This was completed by ******** ****** at the  *** ********* location.

• Initial Complaint

  Date:05/22/2023

  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.

  Its been over 5 months with out the required trash bins from the city.
  
  They wont pick up the trash if i leave it in a bag on the side of the road. I have been collecting my trash and storing it in my car to bring it to work.
  Im sick of this. It should not take this long to get a trash can. The city is giving the company millions of dollars from our tax payer money and i have to haul trash in my personal car. Its un fair. How bout they give me money to go purchase trash bin with the simalar design. I called the company more then 3 times.

  

  Business Response

  Date: 05/22/2023

  The Cart has been delivered.   We apologize for the inconvenience.

• Initial Complaint

  Date:05/15/2023

  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.

  I am very frustrated by my recent experience with Waste Pro. My mother's neighborhood is serviced by the company, and they took her bins away for "non-payment" after 4 years of service. They did this to her several other residents in her neighborhood on Tuesday, May 2. That same day, I called Waste Pro, set up an account, made a payment of approximately $45, and was told the bins would be brought back within 1 - 5 business days. It's not been 6 business days and after calling the company again today they could not tell me when I would be receiving the bins, simply saying there is a delay. Now, my mother is paying for waste services and doesn't have bins. This company seems incredibly disorganized and, frankly, dishonest. I would like the cans delivered to my mom's house as soon as possible and I would like our bill adjusted for the time we did not have the cans.

  

  Business Response

  Date: 05/30/2023

  Container was redelivered on May 24th. One
  months credit issue. Tried to contact customer no response.  Thank you.