Business Profile

Waste Management Services

Waste Pro USA, Inc.

Headquarters

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

229 total complaints in the last 3 years.
85 complaints closed in the last 12 months.

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Submit a Complaint

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:03/10/2025
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.
I purchased a *** in ******************, ** in August 2024. Before closing, I contacted my local municipalities to set-up services for the property (electric and water). I decided to delay setting u[ garbage service (with Waste Pro), as I own a condo on ******************, where garbage (also with Waste Pro) is part of monthly HOA fees. What I did not know, was that Waste Pro's service is "mandatory" in ******************, regardless of whether you want it or not. Please note that I never received any correspondence from Waste Pro (i.e. "Welcome" letter, FAQs, etc.) until I received a standard bill (for $74.81) on 2/20/2025. At this time, I called Waste Pro customer service, and learned ********************** was sort of a "municipality" for ******************. The Waste Pro customer service agent also told me that I would probably be responsible for paying any outstanding bill (estimated $150.00), for service between Aug 2024 - Feb 2025, because I owned the property. Please Note - from Aug 2024 - Feb 2025 I did NOT use Waste Pro services once, because I did not sign up for it!!When I mentioned to the agent that Waste Pro never contacted me in any way until the 2/20/2025 bill, the agent did not know why. The agent also said they could not make any monetary adjustments to my bill. While I understand that Waste Pro is the designated service provider for ******************, it is "UNFAIR" for them to bill people for services without any type of communication or correspondence. It is a terrible practice when the very first type of communication of any kind that a customer receives is a bill. None of my other service providers (FP&L, Water, ********, etc.) have ever done anything like that. Its a bad business practice.While I will begin using Waste Pro service, I do not want to pay for time (Aug 2024 - Feb 2025) when Waste Pro did not contact or correspond with. I feel that this practice is unfair. If it happened to me, its happening to other ****** Beach property owners. Thank you.
Business Response
Date: 03/26/2025
We have a contract with ****** beach to service all of their residents. ****************** requires every home to pay for services whether or not they use the services. We apologize for the inconvenience.
Initial Complaint
Date:03/09/2025
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 received a bill from Waste Pro at ************************************************ and I have never used their services.
Business Response
Date: 03/12/2025
This is a customer who did not know he was a customer due to an acquisition. He has spoken with our call center **** on Monday, and things seem to be resolved, based on the last note that was placed on his account.
Initial Complaint
Date:03/02/2025
Type:Order 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 wife receive quotation from Waste Pro in email format for delivery of dumpster at our home for home remodeling waste My wife paid the fee of approximately $600 for the dumpster before delivery of dumpster After dumpster pickup we received bill from Waste Pro. My wife called and stated **** was already paid per written quote. The office manager would not accept quote and stated we needed to pay additional monies of approximately $1200.The additional moneys requested was not for a pick up fee, and it was not for additional weight of the dumpster ********* wife contacted person from Waste pro that provided the original quote and she also contacted the office manager to try and resolve the bill. The office manager would not accept the quote or look at the quote and stated we needed to provide the additional $1200 plus that would be a late fee..After several harassing letters from **** pro and threats to defame our credit, my wife paid the additional monies to resolve the conflict despite this amount being triple what the original written quote was for We feel that waste pro used deceitful, tactics, and threats in order to ***** use for three times the amount of money from the original quote
Business Response
Date: 03/26/2025
I spoke with Mr. **** the beginning of the week.I explained that the rental was from the first day and that any excess tonnage had to be paid. There was a mistake made by us and we credited the error. The amount they paid was correct. He was going to review the contract and call me back if need be.
Initial Complaint
Date:02/21/2025
Type:Order 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.
Waste Pro's contract with *************** was terminated. I call them almost daily to come pick up their trash bins. They continually say, "You're scheduled for Today." "You're scheduled for Thursday." The bins have never been picked up. I would like them picked up.
Business Response
Date: 03/12/2025
Cans were removed on February 28.
Customer Answer
Date: 03/22/2025
The bins were picked up, which is what we wanted.
Thanks,
*** *********
Customer Answer
Date: 03/24/2025
Date Sent: 3/22/2025 4:27:20 PM
The bins were picked up, which is what we wanted.
Thanks,
*** *********
Initial Complaint
Date:02/13/2025
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.
The truck that services my area is to large,We bought our house for retirement,,we have dogs and would need to install a fence,which is in the works,However we are afraid of getting our expensive fence smashed by these large trucks,our street is very narrow,and a dead end,i have approached the county public works [******] and was informed,that waste pro has a smaller truck, Our street in our small subdivision are only wide enough for one car a time, This large truck is destroying my yard,,we are afraid our fence will be destroyed,,I spent a great deal of money getting my yard level and seeded,,Well the garbage truck drove our the area, [yard}ripping up the freshly graded yard,,We need a smaller truck to collect the trash,As suggested by public works,,,
Customer Answer
Date: 02/28/2025
As you can see from the pictures,,my yard looks like it was vandalized. A representative spoke with me ,,at that time I was told they didn't have a smaller truck?When in fact a supervisor for Putnam county public works mention the smaller truck because he has seen it.
My wife and I, bought this house to get away from **********************,,We were unaware of the bullying by waste pro i have never seen such disrespect for private property, and a disregard for do the right thing,,,we are in our 70s,,and have lived many places in Florida,,The vandalism that this company, ,is getting away with, is a shameful ,,We now have a fence installed for our dogs,,Before waste pro,destroys our 8k of fence, and we get a lawyer involved, there must be a solution.
Business Response
Date: 03/11/2025
The customer was requesting us not to come down their street or use a smaller truck, unfortunately we went and spoke with neighbors to see if we could have them place their trash cans at a community stop but the neighbors did not want to do that since most of them are senior and they have no issues. We will continue to service the neighborhood and be mindful that the homeowner has installed a fence. These streets are only wide enough for one car at a time, so it does make it challenging from time to time.
Customer Answer
Date: 03/12/2025
There are several other neighbors,who are tired of the trash trucks destroying the neighborhood,,they will be in contact as well,,
as far as my fence it is our right,as home owners,,we have dogs, that requires a fence,,One of our neighbors had the fence company install
4x4 post around the mailbox's to keep The trash truck from hitting them,which happens often,,As far as a community trash pic up,goes,,
yes there are elderly people,BUT,, they have family that,, takes out the trash and watches them,,there are only 2 other homes,beside ours,Dont see a real problem ,And on that note its not there property thats being vandalized,,There needs to be a solution to this vandalism,,waste pro has a history of bullish behavior,So the supervisor of the public works dept,for *************,, who told me he has seen a smaller trash truck in smaller neighborhoods,was lying?there are smaller vehicles
that can be used,waste pro can not have untrained drivers operating these huge trucks in such a small area,,its a disaster,and uncalled for,,Respect should be IN waste pros vocabulary /dialog,,Our homes are bought and tended with our hard earned money,,Waste Pro needs to be respectful of people
,What would happen,,IF the shoe was on the other foot? What if there property were being vandalize ,,? how would they feel,,?
Customer Answer
Date: 03/12/2025

Complaint: 22936400

I am rejecting this response because:

Sincerely,

**** Nef
Customer Answer
Date: 03/13/2025
nothing has been resolved,huge trucks on a one lane road destroying private property,deliberate destruction of public or PRIVATE property is the definition of vandalism,,our pictures clearly show this,,waste pro has the ability to use smaller trucks,,they choose not too
Customer Answer
Date: 03/13/2025
Date Sent: 3/13/2025 4:01:21 AM
nothing has been resolved,huge trucks on a one lane road destroying private property,deliberate destruction of public or PRIVATE property is the definition of vandalism,,our pictures clearly show this,,waste pro has the ability to use smaller trucks,,they choose not too
Business Response
Date: 03/21/2025
Waste Pro will continue to monitor this situation in addition to our third eye camera system on the truck. Please let us know of any further situation. Thank you.
Initial Complaint
Date:02/08/2025
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.
We engaged services and were billed on 11/29/2024 and after no services were ever provided we have been requesting a FULL refund since mid-December. After multiple phone calls and complaints we finally received a check dated 1/21/2025 for a partial refund. As we never received any services we believe we should receive a full and complete refund.
Business Response
Date: 02/10/2025
The accounting department was not aware we were to be refunding her full payment made, she was refunded the credit balance at the time on the account. I have asked accounting to refund her the additional $11.08 and it will process in this weeks check run.
Customer Answer
Date: 02/10/2025

Complaint: 22915754

I am rejecting this response because: I was told for over a month that I would be getting a refund any day now so I will not be satisfied until I actually receive in hand the full amount.

Sincerely,

****** *******
Business Response
Date: 03/04/2025
Our records show that the payment processed on 2/12. Check #********** dated 2/12/25 Amount $11.08
Initial Complaint
Date:01/31/2025
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.
Canceled service September 2024 and have not received my refund check after many calls (more than 10 times at least)They always tell me they will be sending out my check but nothing and still nothing 5 months later.
Business Response
Date: 02/10/2025
Her refund check was mailed out on 1-31-2025 in the amount of $14.35
Initial Complaint
Date:01/29/2025
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.
Waste Pro is a trash collector which billed me QUARTERLY IN ADVANCE. Upon receipt of a bill and another price increase, I called and notified Waste Pro I would no longer need their services and I contracted and paid another provider. As Waste Pro's service is pay in advance and I notified them promptly of my desire to discontinue service, I was assured this resolved the matter.However, Waste Pro followed up in 30 days-time insisting I owed them for a month of service and that they were assessing a late fee of $5. I called again, informing them I had a new trash company and had cancelled and they assured me this was an error to be corrected. This process continued for several months, and after tacking on several late fees they sent me a notice that I had been sent to a Debt Collector for their bill. The Debt Collector sent me an email telling me to contact none other than Waste Pro to resolve my ******** this point, Waste Pro would not answer my calls. You cannot resolve a problem no one wants to discuss, so I filed a complaint with another agency against them and their Debt ************ make matters worse, I recently received notice from Waste Pro that they had acquired the company I chose to use in their place, and that I would now owe them the new sum negotiated with said company, and it too would be due a month in advance. And a bill ************, a mere two weeks after receiving the new bill, I am in receipt of a second bill complaining the first was unpaid, and I now owe 2 months of service. I seemingly cannot quit service with Waste Pro, no matter what I say or do, and they are billing me under two different accounts, one of which they have sent to collections, and one for which they NEVER performed work. This is an extortion racket.
Business Response
Date: 02/10/2025
After reviewing these accounts, the customer did not cancel services on his old account until 10/31/2024 which he still owed a balance of $52.53 for Octobers services.

As of 1/1/2025, we merged with American Waste Disposal and Mr. ***** was a customer of theirs. We invoiced the customers 12/31/2024 for ******* services in the amount of $32.00. Once I received the Certified Letter from Mr. ****** I canceled services effective 1/16/2025 which left a prorated amount owing of $16.52.

The customer owes a balance of $48.52 between both accounts with **********************.
Customer Answer
Date: 02/17/2025

Complaint: 22873126

I am rejecting this response because:
This is patently false. While this company, Waste Pro, continues to fabricate their bills, they have notified the debt collection company I lodged a complaint against to drop their action, telling them I hd been credited in full. Exhibit 1 is the response from the debt collector, which itself is a response to my complaint with the applicable agency overseeing them, the CFPB.
While the complaint from Waste Pro now says I owed them for October, as I have finally received a month in question for this bill, that too is inaccurate. However I am glad that they at least provided the dates. As everyone in Florida is well aware in late September, early October we were the unfortunate sight of a hurricane. My service with Waste Pro was cancelled and when I returned to my house after evacuating and when power was restored I contracted with the entity they subsequently acquired, What is astonishing is having acquired this company they should well be in possession of all their bills, and they would notice they I had already paid that company mid-way through October disproving their statement that they were owed for the month in fiull or at all. That is attached as Exhibit 2.
Since they want to now confirm the dates for this bill, I will make sure this is forwarded to the Florida **, and we can bring into question how many other customers ****************** Pro attempted to ***** during hurricane cleanups.
I am also in possession of call logs and other evidence that will back up my claim. And while they may have subsequently acquired a company performing waste services for me, they did not acquire me, I called and hired another trash service, and I recommend anyone with a choice do this as well and avoid this company at all costs. Dishonest to the core. If this claim is not dropped the ** for Florida is my next call. I will also ask them to take a look into any future acquisitions this company makes as clearly they are too large to serve customers faithfully, any elimination of healthy competition would not be good for customers.

Sincerely,

**** *****
Business Response
Date: 02/20/2025
Customer did not call in until 10/30/2024 to cancel his old Waste Pro Account in which the **************** Representative entered a work order to have his 96 gallon trash cart finaled on 11/7/2024. We already billed out 9/20/2024 for October, November, and December which was prorated and only showed services for October totaling $52.53. We have credited off the late fees totaling $20.00.

On the customers new account, as soon as we received his certified letter, we canceled his services effective 1/16/2025 which left a prorated amount of $16.52.

Unfortunately, this customer owes a total amount of $69.05 due to Waste Pro canceling his account as soon as we received notification from the customer.
Customer Answer
Date: 02/24/2025

Complaint: 22873126

I am rejecting this response because:

It fails to take into account the irrefutable evidence I sent in already showing this to be untrue. and it conflicts the story they gave to their own collection Agent who was smart enough to drop the matter rather than pursue this with an actual regulatory agency where they would be found to have liability. I have no intent to pay Waste Pro a single cent. If this ends in collection I will most certainly pursue the Collection Agent and file action against Waste Pro. And I will alert the Attorney General of Waste Pro's tactics. This is patently absurd. But it speaks volumes to the poor organizational behavior of a company that receives better than complaint a week lodged against them with BBB.

Sincerely,

**** *****
Business Response
Date: 03/04/2025
We have written off the balances due on both accounts totaling $69.05 and will no longer provide services to this customer.
Business Response
Date: 03/04/2025
Date Sent: 3/4/2025 1:57:40 PM
We have written off the balances due on both accounts totaling $69.05 and will no longer provide services to this customer.
Initial Complaint
Date:01/24/2025
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 doesnt pick up the recycling nor the trash on time. Ive called three times this week and it Friday January 24th ************************************* front of my house when it was supposed to be picked up on Tuesday. Every other month is the same nonsense with them.
Business Response
Date: 01/28/2025
The customers service day is on 1/21/25. The customer was serviced for one container of trash ( they only pay for one) but they put out two. However we did return on 1/25 to recover the 2nd container as a courtesy. I have included that work order as well. Please let me know if I can provide any other information. See attached pictures. Thank you
Initial Complaint
Date:01/13/2025
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.
"The City of *********, specifically ***************, stopped using Waste Pro as their trash collection service because the county commissioners decided not to renew their contract with Waste Pro due to proposed significant rate increases, choosing instead to go with a new provider, *** *********************** who offered a lower price and better service terms according to bids received; this decision was made after concerns about service quality and customer dissatisfaction with **********************'s proposed price hikes."I have unfortunately had to use this company for almost 10 years for trash, they constantly and consistently miss pickups. When I call to let them know I hear the same scripted lines, I'll forward this to dispatch and someone will be out. No one ever comes out, trash pickup missed Thursday, reported Friday, I call Monday and get the same lines and trash is picked up on Thursday (SOMETIMES) afterwards. I have 26 placed calls in my history for Q3 and Q4 2024. Spoken to two supervisors, asked for multiple supervisors who are somehow always OUT when I call.They credited two missed pickups for $1.50 each. What a joke. I paid $70 for 3 months of service (13 weeks). $5.38 per week and they miss almost 10% of all pickups, ever. I have never called for a missed pickup that was actually made up, but somehow they think $1.50 is enough. I have called 3 times in January with no resolution, only the EMPTY promise that someone will call me back (no one has called me back.) There is absolutely no accountability in this service nor company, I paid for years of service (because I had no other choice) and all I got was missed pickups, empty promises, and $1.50 for all the time I literally wasted expecting these people to do the right ******** mid December a supervisor told me he would credit me for two missed pickups, that was a lie. The city of ********* kicked them out, so now they feel like they don't have to do anything about this I suppose, zero integrity.
Business Response
Date: 01/14/2025
The Division Manager ******* spoke to him and addressed his concerns. They came to a mutual understanding on what he was looking for as a refund and his account has been credited . He is satisfied with the resolution.
Customer Answer
Date: 01/16/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *******

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Waste Pro USA, Inc. is BBB Accredited.