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 USA, Inc.

  3705 Saint Johns Pkwy Sanford, FL 32771-6369

  
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  Waste Pro USA, Inc.

  925 S Clyde Morris Blvd Daytona Beach, FL 32114-5724

  
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  Waste Pro USA, Inc.

  1400 S Orange Blossom Trl Orlando, FL 32805-4558

  
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  Waste Pro USA, Inc.

  20344 US Highway 27 Clermont, FL 34715-8794

  

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:01/09/2023

  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.

  12/26/22, 1/1/23, 1/8/23 we have not had our trash picked up. We are paid through March of 2023. I call each week. They say are coming and never come. I have trash in the yard-no other place to put it,HELPFran **************************************

  

  Business Response

  Date: 01/25/2023

  We sent a truck out to this address yesterday and the cans were empty. I will continue to try and reach the customer and issue a credit today. .

• Initial Complaint

  Date:01/04/2023

  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.

  The online bill pay service for this company does not work. Multiple times over the past year I have tried to access the company's online bill pay website to pay my bill online and every time I visit the site (regardless of internet browser, device, time of day, etc.) the site is down and not available. This forces customers to mail a check or to pay over the phone, which incurs a fee. I believe the company is aware their online bill pay does not work (based on previous correspondence with them) and is deliberately not taking steps to fix it so that customers are forced to call and pay the additional fee of paying via phone.

  

  Business Response

  Date: 01/06/2023

  They created an online account and paid their invoice on 1/4/23, the same day they submitted this BBB complaint. There are no other notes on the account to indicate the customer called in with an issue paying online, but it seems like it has been resolved.

• Initial Complaint

  Date:12/27/2022

  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 a new resident of the city of Lehigh Acres in FL. We bought a new construction home and we are still waiting for our trash bins to be delivered. We placed the request online on November 11th. I remembered because it was Veterans Day and I was surprised that the office was open. I first called them to place request and was directed to submit the online request. I called about 2 weeks later and was told once again that they were behind on deliveries because of the hurricane Ian that impacted the area. I understood. In December, I called a 3rd time and spoke to a representative who explained that there were no records of my request so I had to enter a new one. I called again a 4th time and was told by another rep that they could escalate it but no guarantees. Today, December 27th I called to check on the status, a month and a half later. I was told once again that they have no time frame at this time. The rep, Mari, stated that she would escalate it. I asked to speak to a supervisor and was told that I would be getting a call back today. I'm still waiting to hear from someone. At this point I have no confidence that a request even exists. I feel so helpless. Is this how Waste Pro treats new residents arriving to the area? I just want my trash and recycling bins to be delivered already. Enough is enough.

  

  Business Response

  Date: 01/06/2023

  The Carts have been delivered.

• Initial Complaint

  Date:12/23/2022

  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 started **************** at my late father's house ************************************************************ in 2021 and paid for a year of service. I was told my trash can would be delivered that same week, but it never was. I had to call this company every week to remind them to pick up my dumpster when there are many other houses in my neighborhood that use this service and their trash was always picked up. My trash day was supposed to always be on Friday however when I got home every Friday night my trash was always there causing me to have 2 weeks sometimes even 3 weeks of trash waiting for Waste Pro because they are closed on the weekends. Every following Monday I called to report my trash was not picked up and they would give me a run around about I should have called during the weekend and left a voicemail. I started doing that and would still have to call on Monday to get serviced because they don't listen to the voicemails. I eventually cancelled my service in November 2022 and was told I would receive a check with the balance from the unused service weeks. I never received this check, when I called to confirm I was again given the run around and told that they do no have any proof of this in the system. I am asking for my total amount of service fees paid back because I did not receive the proper service or even customer service from this company.

  

  Business Response

  Date: 12/28/2022

  Customer called that she was out of town for two weeks. We did not have any missed pickups in the system so no credit was extended. Customer only paid for 3 months with amount of *****. We will return ***** for cart charge.

  Customer Answer

  Date: 01/03/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have left complaints on ****** reviews and even spoke with the manager over the branch in my area and you all have missed almost all of my pick **** When they weren't missed it's because I called in and had them come back on Monday or Tuesday to get the trash. This is unacceptable. I would like a full refund.

  

  Business Response

  Date: 01/12/2023

  After looking into this more the customer will be refunded $ *****, she has already received the $25.25 so to do total refund that equals $89.95

• Initial Complaint

  Date:12/22/2022

  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 called the waste pro office on Friday Dec. 9th because my recycling bin was not collected, not sure why, no indication, no sticker not overweight just forgotten. A week goes by, I never receive a call back, so I call again and send an email to ******************************** Crickets.Fast forward to the next trash day, Friday Dec. 16th, same issue, recycling bin is not emptied. I weighed it just to be sure, 34 lbs., WTF? No sticker, no indication of the reason why no services performed for 2 weeks in a row. (And no my barrel lid wasn't protruding open from overflowing like other neighbors with successful recycling collections).Today is Dec. 21st, no response has been received, I have no idea why. Trash day is in 2 days and based on the large # of complaints about this same issue, I'm not holding my breath. So I'll be waiting for them to get to my house and confront them about why They are not providing the service that I pay for in advance of service performed, or not in this case. I'm not keen on investing time into mysterious lack of performance issues at Waste Pro. Either. By the looks of the # of complaints, I'd shoot the head of customer service out of a ****** and hire someone that knows how to do their job. No response to customer complaint issues gets customers fired up... I'm pretty fired up now.

  

  Business Response

  Date: 01/03/2023

  We ***** show any activity or contact from this customer related to this issue. I just sent a supervisor and nothing is out. This customer did contact us in November about a miss, but we took care of it at the time. Not sure what this one is about.

  Customer Answer

  Date: 01/06/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will provide the phone records from my bill to provide the exact days and times that I called and left voicemails. What about my email? Did I not send that too? I am disappointed that the amateur that responded obviously never did any diligence, if they had, than there would have been a returned call to the voicemails and the email. Nothing. No I don't accept this response. If I was in charge, I'd fire you out of a ******.

  

  Business Response

  Date: 01/23/2023

  *******************, the division manager has explained that we do not show any misses.  We have left him a message and will report back as soon as communication is had.

• Initial Complaint

  Date:12/19/2022

  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.

  WASTE PRO SERVICE IN ***********. I have been having difficulty getting Waste Pro to pick up at my address. (130 Circle Way). I had a move out at the property put all items in construction bags and put them on the street for pick up in August. The drivers have never picked up ANYTHING! No service. I have been there and watch them drive by on multiple occasions. I called Waste Pro a few times and still no service. Since so much time has gone by, the dogs have made a mess of the bags and created a health and safety issue (See attachments). In addition, I have cleaned it all up and re-bagged the trash and asked for them to please pick up, but they would only make excuses. My neighbors have been complaining about the mess created by the lack of service here and are also having the same pick-up issues at their homes as well.Waste Pro is paid out of our taxes and I want them to do their job. They have declined service of my property for nearly 1/2 a year. If I have to supply my own disposal, I should get a credit to help pay my expenses. Ultimately the tax payers and residents deserve better. I'm am hoping since the County pays for the service on my behalf, the County can put pressure on them, fine them, or find another provider if they choose to not do their job as contracted.I have called customer service a few times and get the same response. They say they don't have the man power or time to pick up large loads and they are doing the best they can. That is not good enough. They are literally not picking up anything! I have requested to speak with a supervisor, but still have not had any call back or offer of resolution.

  

  Business Response

  Date: 12/21/2022

  We have spoke to him numerous times the last time the supervisor spoke to him was about 20 minutes ago.
  His pile is too far off the road but the route has been working on cleaning this up but they have piled the contents
  of an entire house curbside. We told him the remainder of the stop needed to be moved closer to the curb for
  service and that the truck would be back again Friday to get this. He was satisfied with the action plan set in place.
  

• Initial Complaint

  Date:12/14/2022

  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.

  On November 1, 2022 Waste Pro purchase my account from Am Waste and never picked up my trash I cancelled my service on December 1, 2022 and started service with a new trash company Waste Pro has picked up their trash cans they are still sitting in front of my home they will not come to get them also I was told by ***** who answers the phone for Waste Pro I have to wait 5 to 10 weeks to receive a refund. People do not use their service you will be dissatisfied just like everyone else. This is a horrible company.

  

  Business Response

  Date: 12/20/2022

  These cans were removed last week. she had 2.

• Initial Complaint

  Date:12/10/2022

  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.

  Our LAST billing cycle, we paid our bill on time, but waste pro had an accounting error of some unadded fee so they made us pay that fee before they picked up our trash that period. That took 2 weeks to fix. We then, after the total payment was made went 3 more pickups without service. The reply when called was "storms" were why they did not pick up. 5 missed pickups in a row meant 6 weeks of no pickups in a row on a billing cycle we FULLY paid.The next billing cycle comes, first week of November, we paid that one too but they did not remove it from our bank account promptly causing the bank to shift our purchases and overdraft us. At that point we switched to *********************. Waste Pro uses a robot truck, and on those 3 weeks they did not pick us up due to "storms" I watched ***** pick up with REAL people those same mornings.I called Waste Pro, told them I was cancelling our service, to send me a final prorated bill (no pickups have been completed this cycle)and most importantly to come get their cans. As in REMOVE them completely permanently. Instead they sent me a full bill for this current unused cycle and Today, December 9th, the cans are still here.It appears they wont take "cancel service" as meaning I no longer wish to do business with them and feel entitled to keep earning for not giving ANY services. I have at this point repeatedly emailed them to come get their cans from our property and have been ignored.I don't feel comfortable paying them a "full final unused bill" when their cans are still here, it feels like they will continue to try to bill us again for nothing. Once the cans are collected From my property I will pay what must legally be paid to them. I need your help as they are not acknowledging my voluntary and permanent ending of their services. Please assist in getting the cans removed from our yard, I will then pay what I legally have to to end this.I have cameras set up with my trash cans in full view.

  

  Business Response

  Date: 12/19/2022

  We have checked into this account. The customer started service in January of 2021. Since the start of service, the customer has gone on credit hold every billing cycle. The last 2 billing cycles the customer was on credit hold the entire month of August and came off on 08/25. The customer was serviced for all of September and October. The customer was serviced the first week of November. Credit holds started again on 11/7 and the customer was not serviced due to non payment. The customer called on November 10th to report a miss and was notified of credit hold due to non payment. On November 16th the customer called to cancel service. We attempted to remove the containers on 11/18 and the containers were not out. We made a second attempt on 12/02 and the containers were not out. The containers were scheduled again today and have been removed.

• Initial Complaint

  Date:12/10/2022

  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.

  On November 4 I called and ordered garbage service through this company at that time I was informed I had to pay for three months upfront to get service started so I said no problem proceeded to pay $128.00 via my debit card and was told my trash can would be delivered in ten days at this time it wasn't ten business days however I assumed that was the case so after ten business days I called and asked what was going on and the lady at first was kinda rude and started about business days until I informed her it had been she then assured me it would be at my home on Friday which it wasn't so I called back the following week the lady that answered this time literally laughed and said you won't be getting it today because we have no one to bring it well today 12/08 was the last straw so I told the lady whom answered the phone today I want my money to which she said she would run it by her boss and in six weeks if he approved it they would mail me a check I responded no mam I want it refunded to my card the same way you took it she said no in six weeks if we decide your due a refund we will mail you a check the problem I have is they took it off my card so why can't them put it back and if they decide to return the money I paid for a service they failed to provide

  

  Business Response

  Date: 12/28/2022

  Her service has been cancelled and her money refunded. She lives on a road that we cant get our trucks down.

• Initial Complaint

  Date:12/02/2022

  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.

  On Friday, October 28th at 3:48pm, debris shot out of the Waste Pro truck while it was running the trash compacting cycle and struck my car, shattering the rear window. Both Waste Pro drivers witnessed it happen, then drove away without notifying me. I had a police report made, called Waste Pro the following business day and provided the police report case number, then called again two weeks later. Since the incident occurred I haven't received any response from anyone at Waste Pro.I had to pay out of pocket for my rear window to be replaced in the mean time while waiting for Waste Pro to reach out. The rear window replacement total cost was $1,283.29. I am seeking Waste Pro to reimburse me for the total window replacement cost.

  

  Business Response

  Date: 12/13/2022

  **** reached out to us directly. We confirmed the damage was caused by our equipment and are working with him to re-imburse the cost of the repairs.

  Customer Answer

  Date: 12/20/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  A Waste Pro employee reached out on Tuesday, December 6th. The employee, ****, stated that a check would be made out to me for $1,383.29 and be available within 5 business days. I called **** yesterday, after 9 business days, to find out the status of the check, and have not received a call back. It is now 10 business days since I was told a check would be available.

  

  Business Response

  Date: 12/21/2022

  Waste Pro is contacting claimant to inform him that the check is at the Division and he can pick up today or we can send to him.

  Customer Answer

  Date: 12/22/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was able to retrieve a check from Waste Pro in the amount of $1,383.29 for reimbursement for the cost of repairs to my vehicle. This amount consists of the initial cost to replace my rear window, plus an extra $100 that Waste Pro offered for my troubles.