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:04/24/2023
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 paid the company a year in advance but was not happy with there service so i went with another company. i cancelled the service 04/03/23 i was told i have a refund coming by check in about a week. i called on Monday 04/17/23 to see where my refund is i was told it was processed on Friday 04/13/23 should get it this week i called today was told not processed yet could take 8 more weeks. i feel like they are playing game to avoid giving the refund please help me retrieve the 250.00 they owe me back. **** *****
Business Response
Date: 05/02/2023
The refund was processed, and I am showing the refund check
has been cashed.Customer Answer
Date: 05/02/2023
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:04/17/2023
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.
Date of transaction: April 17, 2023
I responded to an invoice sent to me for 2nd quarter trash pickup. Received in April for May to June trash pickup. I sent the invoice back requesting to cancel services. I received a month later a text stating I am past due on my bill. I responded to this text requesting to cancel services. I received a 3rd request for payment on Saturday, April 15th requesting payment for past due bill. I called Waste Pro on Apr 17th, 2023 stating I did not cancel via phone. I asked where online or on my invoice it states I have to cancel via phone. The woman (Kim Broome) on the phone could not provide proof. She said if I did not pay $42 for services (in which I did not use-I did not put my trash out to be picked up and notified Waste Pro) I would be turned in to the credit bureau reporting. I paid the $42. Con artists and scammers...could not provide proof I was required to "Phone in" my cancellation.Business Response
Date: 05/02/2023
PER THE DIVISION MANAGER: She was communicating through her invoice remittance as well
as texts about overdue payments. The information was not making it from
AP to the call center to cancel her account.
The reason for the cancel is she will be out of town for a
few months.
An email was sent to Kristina in 501 to refund the
$42. This should be accomplished tomorrow. I will follow up on
Friday to ensure it happened.
Ms* **** was very pleased with the refund.
She also let me know she has experienced multiple misses
over the last few months.
I apologize to Ms* **** and asked once she returned to her
home, if we could have another opportunity to exceed her expectations.
She was impressed that someone took the time to acknowledge
her complaint and respond. She was happy about the refund.
We will get her back as a customer upon her return.
The refund did happen last week.Customer Answer
Date: 05/02/2023
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:04/11/2023
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.
Our trash pickup day is every Friday. For the past 2 weeks Waste Pro has failed to pick up our trash. The last date we were serviced was on 3/24/23. I have called multiple times requesting a missed pick up and the company has failed to do that. Whenever I call I am promised my trash will be serviced and no one comes. My can is over flowing and dogs are in my trash. Everyone is my neighborhood has received services except us. I feel this is intentional. I would love to see the service we pay for be provided as agreed upon.Business Response
Date: 04/20/2023
The garbage has been service and also addressed our drivers
concern with Mrs. *******, she has an electric fence for her dogs and the crew
didn’t know. The Supervisor(Bruce) is aware of her issues and follow up for the
next couple weeks to ensure her service is provided also Mrs.******* will
contact me if any further issue should occur.Initial Complaint
Date:04/10/2023
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.
I am President of the ********** ***** ***********. We have a mattress and box spring waiting for bulk pick up by Waste Pro.
I have been told repeatedly over the past two weeks (at least 4 times by me a several times by other residents) it would be picked up by the end of the day.
I have come to the conclusion Waste Pro simply lies to me just to get me off the phone.
They have an exclusive contract with Lee County so they have no fear we can cancel their service. This behavior would be unlikely with a company that did not have a monopoly for their service.Business Response
Date: 04/10/2023
There were Two Mattresses and two box springs - everything
is picked up.Customer Answer
Date: 04/10/2023
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:04/06/2023
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's service schedule for our neighborhood is every Wednesday. On Feb 22nd WP failed to pick up the trash for everyone on my side of the street. I and several of my neighbors made repeated calls over the next several days to WP’s customer service and we were repeatedly told another truck would be dispatched. Our trash was not picked up until the following Wednesday on our regular pick-up day. As a result of WP’s horrible customer service, I decide to cancel my service with them and requested a credit for the remainder of the quarter.
The credit was applied as requested but then an $80 trash can restocking fee was added. Prior to last December, we were responsible for providing our own trash cans. In December, a WP trash can was dropped off in my yard without any notice. When I called customer service, I was told they were changing the service our area and would require the use of the WP supplied can. There was no mention of instituting a re-stocking fee if we cancelled service. Since I did not agree to this contract change, I am refusing to pay the fee. I’ve call customer service twice and they are refusing to remove the charge and sending me the credit I deserve.Business Response
Date: 04/10/2023
**** was working this account when the customer made the
complaint. He was missed on 02/22/2023 and not recovered until the following
week, due to this he canceled the account, he was upset that he was charged a
removal fee and **** told him that she would have to investigate to see if he
was informed of the container removal fee before she could waive it, The
customer then told her if she refused to waive it he would submit a BBB
complaint against Waste Pro, she then emailed Bob, Chad, and myself asking how
to proceed. We told her to confirm that he was notified of the removal fee or
waive the fee since there was not adequate service issues to cause a waiver on
the removal. This morning she finished her review and waived the removal fee as
the customer was notified as we originally had a wrong number and when he
called to question he was not informed of the removal fee. **** was advised to
waive the removal fee this morning when she confirmed the customer was not
notified.Customer Answer
Date: 04/10/2023
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:03/15/2023
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.
I have called Bulk pickup 4x now for a service to pick up a sleeper sofa next to our dumpster. Waste Pro has told me 2x that I was scheduled for a pick up for the following day. It still remains. It has been 30 days since I first called and 2 other condo owners have called which they were told it was scheduled for the following day. They have failed to show up. We ask to talk to the manager but no response yet. We pay for this service and yet have no service.
I sincerely hope that this problem can be solved sooner rather than later. We are worried about small animals taking up residence in this pile.Business Response
Date: 03/20/2023
This was collected on Saturday. This has been resolved.Customer Answer
Date: 03/20/2023
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:03/06/2023
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.
Trash is picked up every Monday. I take the trash to the road every Sunday night. A call was placed Tuesday, Wednesday, and Thursday to inform the company of the problem. Each time, I was assured the trash would be collected that day. As of tonight, (Thursday) it has still not been collected.Business Response
Date: 03/20/2023
This has been
resolved, my driver went down hwy 301 and there were no waste pro cans out.Customer Answer
Date: 03/20/2023
Complaint: ********
I am rejecting this response because:
Your driver did not “drive down Hwy. 301” Monday, Tuesday, Wednesday, or Thursday and pick up my trash! I know this because when I arrived home from work Thursday night, I loaded the trash can in my truck and put it in front of your front door! It took me calling 5 times and still my trash was not picked up. Only Friday did I get a new trash can after my 6th call. I want my bill pro rated for a week of non pick up!
Sincerely,
**** ******Business Response
Date: 04/03/2023
Waste Pro will prorate and credit his missed pickups and will be placed on a watch list to ensure no more missed pickups.Initial Complaint
Date:02/28/2023
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 morning when I exited my driveway I noticed that the Waste Pro truck had gouged out several large tire tracts of dirt some of which ended up in the road. I have a series of photos to show the damage. I also attempted to call Buncombe County and let waste management know but I was unable to contact anyone about this issue. I have had this happen in the past without any response so I am requesting that my driveway be repaired and that the Waste Pro truck not be permitted to turn around in my driveway. I am financially responsible for the road repairs and I also have to access the road to get to my home.Business Response
Date: 03/14/2023
I have reached out to the customer twice and left a message
but no return call yet. I will continue to attempt contact. The driver was instructed that they are not permitted to use the customers driveway
located at ** **** **** ** ********** ** ******Initial Complaint
Date:02/21/2023
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.
This garbage collection service fails to collect all of the garbage in their containers that they require us to rent. Last week and this week, there was a bag of garbage left in my container after the garbage was collected. This has happened several times before, but I specifically kept track of these 2 instances. I called my local Waste Pro to express my complaint over the service because I felt that as a customer, that is required to rent their container, and pay for their service, they should ensure that all of the garbage is collected from inside the containers. The lady that I spoke with wanted to argue with me about how a machine picks up the containers and if it is full it may not get all of the trash. I verified with her that there are 2 employees that ride in the trucks and I didn't understand how the one that was not driving couldn't check to make sure all of the garbage was collected. That is what I am paying this service to do...collect my garbage. After her arguing with me about it, I told her I wanted to cancel my account. She did nothing to try to rectify the situation. I now have to figure out who can come collect my garbage.Business Response
Date: 03/02/2023
from the Division Manager: Time *****: I did speak to Ms ***** last week to let her know that we
coached our drivers on making sure containers are completely empty after they
are serviced. I also talked to Ms ***** again today to see if her service for
this past Tuesday was satisfactory and she said it was. She is keeping my
number in case there are any service issues in the future.Customer Answer
Date: 03/02/2023
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:01/27/2023
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 employees handled our bearproof trashcan so roughly that it is damaged beyond repair. I witnessed this on several occasions. The can was broken in July due to them flinging the top which is very heavy open with a lot of force so that it snapped back. This was done repeatedly until the initial damage occurred in July. Then I witnessed them continue this action even when I wrote them a note on top of the can and then serval months later they continued and the entire top of the can is not attached anymore. I watched them do this the final time. Bearproof trashcans are mandated by our HOA and cost $300.00 to replace. Waste Pro takes no responsibility for any of this. They say because it was not damaged by their truck they will not issue a new one. I see that the majority of the time their workers do not use the truck lift on the truck to put the trash in the truck. They fling open the heavy tops of the cans resulting in them breaking them. I get the run around each time I call.Business Response
Date: 02/01/2023
Unfortunately, the bear cart has normal wear and tear. Waste Pro does not replace the bear carts. They need to contact the Seminole County for a new one.Customer Answer
Date: 03/01/2023
Here is some information on my complaint. The trashcan was handled roughly. I witnessed their workers throwing the heavy top open which resulted in the can breaking. They claim the truck has to break it but the worker was not using the lift on the truck to get the trash out and not following the protocol. If the worker would have followed the procedure the can would not have broken if it would have been followed and if the can would have been opened properly by the worker. I witnessed the worker breaking it. They also have cameras on the back of the truck but they do not have cameras to video workers off the side of the truck. That seems to not be right as well and works in their favor. The cans are very expensive and I have paid once. I feel that they should pay to replace the can because they did not follow the procedure.Thank you,**** ****Business Response
Date: 03/03/2023
The body came apart from the back of the can, that is not our fault. She will need to contact Seminole County.
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