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.

  2101 W State Road 434 STE 305 Longwood, FL 32779-5053

  
• 

  Waste Pro

  170 County Landfill Rd Palatka, FL 32177-6927

  
• 

  Waste Pro

  8470 NW 168th Ln Fanning Spgs, FL 32693-7509

  
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  Waste Pro USA, Inc.

  3512 Oakcliff Rd Doraville, GA 30340-3003

  
• 

  Waste Pro USA, Inc.

  4785 Fulton Industrial Blvd SW Atlanta, GA 30336-2009

  

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:12/01/2022

  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 set up my account with the local Waste Pro in ********* ** prior to moving into my new home for trash collection. It has been almost 6 weeks now and I still have no roadside cans. I have called the local office 3 times and inquired why. I was told by one nice woman that I should have had them by now and it's not a supply problem it's getting them here. I have been told all 3 times if you don't have them next week call us back. I have had to resort to putting bags of garbage in my truck and under the house to keep animals out of it. I know there is a labor shortage but 6 weeks for 2 trash cans when I'm less than 20 miles from them. I feel as if I'm getting the run around because I'm not in town. It seems that after having a new paying customer and after 3 separate calls someone could put 2 cans in the back of a truck and drop them off. I'm totally disappointed. This is not a good first impression of a company.

  

  Business Response

  Date: 12/13/2022

  I reached out to the customer and got his voicemail. I will get this delivered

  Customer Answer

  Date: 12/14/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  Date:11/29/2022

  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.

  I had trash pickup service with ******* at my home. At the end of October we were informed by mail that WASTE PRO had acquired our account and others from *******. The first tuesday of November my trash did not get picked up. I left it out all week but it never got picked up. I called that following Monday. They apologized, credited my account $5, and promised it would be picked up the next day *my normal" service day. It did not get picked up. I even called mid afternoon to remind them. It did not get picked up Until Wednesday. Same thing happened the following week. During the fourth week (Thanksgiving week) I called them to ask if my trash would be picked up. The assured me that it would be. It was not. I ended up having to transport trash to my job Friday and Today (Monday) to use my employer's trash service. I called early afternoon to speak with the manager and she was busy so i left my info for a return call which i did not get. I called back at 4:50pm to get to talk to her only to here more apologies and assurances. I feel as though this is theft. They have promised a service they can not provide
  

  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/30) */
  We contacted the customer and he has cancelled service and we are servicing and picking up cart. No balance is due or owing.
  
  
  Consumer Response /* (2000, 7, 2022/11/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept their response because I was a tally able to talk to the local manager instead of a call center. if this had be the case initially then this could all had been avoided. As it stands I delivered my cart to them and canceled my service. Per the district manager my remaining unused payment would be refunded.

• Initial Complaint

  Date:11/29/2022

  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.

  The problem is a Billing issue. On November 7, 2022 they had used Auto Pay to take 150.00 to pay my bill from September 2022 through November 2022. The 3 month plan and fee is suppossed to be 123. 68. On September 9, 2022, Waste Pro deducted 150.00 from my account. Then on November 3, 2022, they deucted an additional 123.68 well before the December billing cycle. I called the office and spoke to a representative. I believe her name was Sherry. I was told that the main office had made a billing error and the new computer program had moved many accounts to the six month plan. I was told that they did not know which accounts had been impacted so they did nothing and just waited for customers to call. I was told that they would correct it and issue a refund for the overpayment of 150.00. It would take up to three weeks. I told them that was unacceptable. I told them they were not authorized to take that money. The representative assured me that she would expedite the process. She also explained that it would cause me to loose the ability to use Auto Pay. She also said that most of the customers that called realized there was savings involved with going with the six month plan and decided to stay with that. I told her I was not interested in that. I am a single Mom and that amount of money was, quite frankly, grocery money. She asked me if I realized I would have to pay the bill again in December. I said yes. She assured me that I would get a refund. I did not receive a refund nor any communication from Waste Pro. I contacted my bank. They initiated an investigation and found that Waste Pro had violated the Auto Pay agreement. They refunded 123.68. This should have left me with a CREDIT of 26.32 toward the December 2022 amount due on my Waste Pro account. On November 25, 2022 I received a late notice from Waste Pro. The letter says that there will be an "interuption of service " until they receive the past due amount of 123.68. Looks and sounds like retaliation.
  

  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/12/02) */
  Customer rate per month was $28.00 + fuel & enviro, as of 1/1 her new rate is $30.50 due to a PI (+ fuel & enviro). Fuel goes up and down due to fuel index/market rates. So, the customer's bill won't always be the same every quarter. We did change several customers accidently to a 6 month bill cycle instead of quarterly when we got rid of the auto pay bill cycles. ( we still offer auto pay to customers just a separate bill cycle is not necessary and the OM's wanted a few less bill cycles to process at month end) Also, because the customer disputed their last charge the bank refunded them the money and the bank charged us for that refund, they gave that customer. Customer got their money back but Waste Pro is still owed a payment for 1/1-3/31 services.

• Initial Complaint

  Date:11/21/2022

  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.

  On October 20th I emailed WastePro since my personal recycle rated bin was damaged beyond repair after a recycle pick-up. On November 8th they emailed that WastePro is not responsible for damage. I followed up by pointing out that their terms of service do not state that in any section, and expect replacement of my personal item since they had not notified me as a customer of this damage waiver. I have not gotten a response back yet.
  
  Attached is a PDF of WastePro's terms of service published on their website as of 11/21, along with the documentation of the damages to my property.
  

  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/11/29) */
  Mr. S***** spoke with him earlier today. After explaining the situation, He will have them both replaced in the am. He stated this would be perfect as it would give him time to put the bad ones out.

• Initial Complaint

  Date:11/16/2022

  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.

  On Tuesday November 1st Waste Pro didn't pick up our regular trash. The following Tuesday they came, one guy pulled the container to the truck another guy came over & then the first guy put it back without emptying it. My husband called Waste Pro and was told that they would be there the next day. Wed. our trash wasn't picked up. I called Thursday & was told it would be picked up. Yesterday Nov. 15, 3 weeks since trash was picked up still no pickup, they put a sticker on the can stating that it was over the 50 pound limit. 3 weeks of trash not being picked up quite possibly it could of been. If the trash was removed by them weekly it wouldn't of been overweight. I called again and was told that I would have to wait another week, that is 4 weeks without garbage pickup, and I would also have to make the can lighter. This should never of been a problem if they picked up the garbage weekly, that's what we pay for.
  

  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/11/23) */
  We sent a supervisor to check. The customer had a 96 Gallon cart that was half filled with Cat litter - over the weight limit. That is why it was left behind. We sent a truck and took care of it.
  
  Other than that, we did not see any other garbage out for collection
  
  
  Consumer Response /* (2000, 7, 2022/11/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company finally sent someone to pick up the trash, the garbage can that wasn't emptied for over 3 weeks was taken care of. The can would never of been so heavy if they didn't skip garbage pick up for so long.

• Initial Complaint

  Date:11/12/2022

  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.

  About three years ago I bought the lot next door to me. It is a trailer and a cover over it I wanted to clean up the area and take down the trailer and cover. I called Waste Pro talked to a man about getting a dumpster delivered to me. he asked what it was for I told him what i wanted to do. he said it would be a 70.00 dollar drop off fee and when it was full a 403.00 dump fee. After a couple of swap outs i found i had kidney cancer. I called him and told him I was going to have surgery and was not going to be able to do anything with the cleanup for at least 6 months. I asked him to come get the dumpster, he told me no problem that if he needed it he would call me and come get it. i asked him about the cost he told me if it was empty I would not be charged because the person they were going to deliver it to would pay the delivery fee. A good while passed I was not able to do anything with it due to the virus going around. I called several times inquiring about it being picked up because I was not able to get any help to remove the roof of the cover over the trailer. i was told if it was needed I would be contacted and it would be picked up. earlier this year around March i came home and the dumpster was gone. I called them and asked if they had picked it up no one knew, I asked if they would find out and let me know. I called back to a person whom I had gotten a letter from saying she was our new area manager I explained to her the situation she said I will find out if we picked it up. Had to call her back to find out that it had been picked by them. I thought that was that, but the next month I got a bill for 403.00 dollars. I called the office told them I was not suppose to have to pay for a empty dumpster they said they would check on it and let me know. This has been going on till now I have been calling them trying to get someone who can give me a honest answer. My account****************************.
  

  

  Business Response

  Date: 12/19/2022

  Consumer Response /* (2000, 5, 2022/11/28) */
  Re: BBB Complaint Case#*******************************************
  External
  Inbox
  
  **************************************
  Wed, Nov 23, 10:58 PM (5 days ago)
  to me, Better
  
  Hi MRS. ********, I got a call today from the office manager of Waste Pro in Baton Rouge La. and we were able to reach a payment that we both agreed upon. She said that she was unaware of my attempts to speak with someone about my issue. Thanks to you and your company it got the right person involved to settle my complaint. Thank you very much ******************.

• Initial Complaint

  Date:11/08/2022

  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 8, 2022, around 8 AM I tried stopping service to my previous address at **********************************. Recently I moved from Florida to Virginia for a new job. As such I decided to stop the trash service for the old place. However, they said they could not stop service without proof that I have moved out (E.G. Lease agreement with the date of the end o the lease). However I know this isn't true as **** ******, and Pinellas County utilities did not require this, only an address to send the final bill. Furthermore, I have past troubles with getting Waste Pro to cooperate and do their job. When I first signed up for service 2 years ago they withheld the trash and recycling bins needed to use their service and still charged me for a month's worth of service. It got to the point where I had to threaten to withhold payment in order to remedy the problem.
  
  The only outcome I desire from this dispute is the ability to stop the service with Waste Pro as I no longer need the service as I don't live in Florida anymore.
  

  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 5, 2022/11/14) */
  ****************** returned my call. I explained to him the City of Seminole City Ordinance and why the tenants are asked to provide a copy of their Lease Agreement so we don't continue to bill them for services they are not receiving due to no longer living at the address. He understood and advised me that he broke his lease and that is why he doesn't have any documentation to provide to us on his move date. However we cancelled his service as ofas of 10/31/2022 and he is receiving a refund since he paid through 12/31/2022.

• Initial Complaint

  Date:11/07/2022

  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.

  Waste Pro Management is not fulfilling their obligations to the residence that they serve. All year (2022) I have had to call the Fort Myers office due to trash not being picked up if I put another trash bin out. They will only pick up the one they can get with the machine. This is such a poor excuse for a company. The officer personnel are very nice and put in work orders to send out another truck however, it never comes and the following week I have to stuff the bin into the big one they can get with the machine. I can not get a call back from a supervisor.
  

  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 8, 2022/11/23) */
  We show that the customer called the city on 11/9 and this was collected the next day.

• Initial Complaint

  Date:11/04/2022

  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 signed a 3 month contract with Waste Pro on 10/6/2022. I was told it will be billed every 3 months and they will provide the can within a week and pick ups will be on Tuesdays. I get the can in time the 10th and by the time the first Tuesday the 11th they were suppose to be picked up it was missed. At first no problem, I am a new customer maybe the route wasn't added on. I called they set up a recovery and resolved on the 12th. Mind you on my dashboard under service schedule it says that my container was not out. Interesting. They continue to pick up on the 18th no problems. The next week the 25th missed pick up, I call and they said recovery is issued and will be resolved on the the 26th which they did for me already previously, 26th comes and goes I call on the 27th and they said it will come out that day and shouldn't be an issue, 27th comes and goes and no pick up. I wait till the next week on regular pick up on the 1st and no pick up again, I call and told them it was missed for 2 weeks straight maggot infested and just flat out gross, I had my old waste management can and started using it for the overflow. They said they will make a note and get it recovered. I wake up to no pick up on the 2nd of November I call around 10am and I get a chance to talk to the supervisor Tori and she explains that a credit is issued and a route supervisor will run the route to see what's the issue. They tell me again that my container was not out on the phone and on the website. I had my can the same spot as when they dropped off the can, when they first picked up the can and when they did the one on time pick up! I wait all day on any updates, turns out still no pick up after getting it escalated. She leaves a voicemail while I was at work saying that they will get it picked up on the 3rd which is today. Still. No. Pick up. I call and no answers, no update just waiting for service, I call for the supervisor and went to voicemail. Expectations not met and trust is broken.
  

  

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 8, 2022/11/28) */
  I was notified that there was a customer who hadn't received their can yet. When I delivered the can there was a full WM can at the road as well.
  Then a few days later I was notified of a MPau at the same address. I made another site survey and there was a WM and a Waste Pro Can at the road for service. I had a truck go within 2 hours and serviced both cans that were at the road. I checked this through 3rd eye for verification.

• Initial Complaint

  Date:11/02/2022

  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.

  Being residents of Palm Coast Florida, we get grass, L'(r)ms, Braches Etc. picked up on WednesdaysGoing on 5 weeks I have a pile of palm tree leaf's out by the curb without being picked up and have made dozens of phone calls to the city and this waste contractor without getting this resolved.What the waste contractor is telling me is that the pile is gigger than 2 cubic yards which is mor like 1 or less.What happens is that the first Wednesday that the pile was there we added 3 bags of leaf's when the truck went by it picked up the bags and left the pile then the next week, they did not take the pile, the week after that we added 3 more bags to the pile they came and didn't take the anything next week after me continuing to call the city and waste pro they send someone out here and see the pile and the bags he determines that its more than 2 cubic yards (if stacked correctly it would be about 2 cubic yards) and leaves a paper saying that it's too big and that it will cost $100 the next day is Wednesday and before the truck comes the city I believe picked up the bags and left the pile for the truck couple hrs.' later the truck came and was going to take the pile but saw the paper read it and left. This sounds like a circus, right, yes it does.I had inf with this circus I want this out of my grass that's being killed and the front yard mediately
  

  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/11/11) */
  AWe went to the residence home which does not have out any yard waste.
  The City of Palm Coast did their own hurricane clean up not Waste Pro. The customer pile
  Was over the limited (2 cub yards) as well.
  
  
  Consumer Response /* (3000, 7, 2022/11/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I told you and the city many times this was not hurricane waste, i have 6 palm trees along my driveway and they were timed and placed on a pile measuring 36"x 72"x 24" high that is 1 cubic yard = 47 cubic inches the pile equal to 62.208 cubic inches divided by 47 = 1.32 cubic yards, you can tell by the photo that i attached, it's not my fault if no one in your company caries a ruler and cannot estimate amount by looking at it.
  you need to give them tape measures so that they can figure it out if they can.
  
  
  Business Response /* (4000, 11, 2022/11/29) */
  We went there and there was not any more yard waste out.
  I'm not sure what else we can do if there is not any yard waste out? If there is anything else that we are missing, please let us know.