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.
- 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:12/10/2024
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.
Started trash pickup with this company on October 2, 2024. Had to call them several times the first few weeks because my trash had not been picked up and the can was overflowing(I have a small can I purchased myself). Their service includes a large can that they provide, and I still have not received it as of this morning. I have contacted them several times for this as well, and nothing has been done to correct it. They just keep telling that it's been escalated to dispatch and they're going to make sure I'm taken care of. Ready to cancel at this point, my patience has ran out.
Business Response
Date: 12/16/2024
Please provide service address so that we can research his complaint. Thank you.Initial Complaint
Date:12/03/2024
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.
We pay our bill for trash pickup religiously. Thanksgiving was a holiday and we are normally on the schedule for every Thursday pickup so we were told Friday our trash would be picked up because it was the next business day. Nobody showed up. It is now Tuesday of the following week and still no one has picked up our trash. Going on 2 weeks now and its becoming a hazard both health wise and dangerous because of wild animals that come and tear through the garbage looking for food. Its outta hand now. All we want is the service we pay for. I also talked to my neighbor as we are the only 2 houses on the block and his trash was picked up which means they drove right past our house. I called the office and spoke to a nice lady named ******** who assured me theyd be here Thursday but thats not the point. Why are they refusing to pick up our trash?? I dont get it. The bill was paid. Its in my wifes name. Please do your job and pick this trash up. We are not homeless. Its starting to look pretty bad out there. Its piling up and Im not gonna keep garbage in the house. This is simply outta hand nowBusiness Response
Date: 12/17/2024
We have marked the route sheets and talked with driver about this stop. THis stop is being monitored and future misses.
If not out,driver is to document.Customer Answer
Date: 12/17/2024
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:12/02/2024
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.
Since September 20, wastepro has only serviced my address 4 times despite my paying for them to come every week. They promise to come and then don't show. No refund has been provided.Business Response
Date: 12/16/2024
Account credited FridayInitial Complaint
Date:12/02/2024
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 was supposed to collect the garbage on my street 11/26/24. They did not come. Late that evening I received an automated call they would come in the morning. They never showed up. The next day was Thanksgiving so I have had to keep garbage bagged up in my home because the outside container is full from not being picked up. Friday I called them and they said they would send someone out that day. Again no one showed up. I called them again this morning asking to speak to a manager and explained my situation. They said they would have someone come today and have a manager call me. Neither one has happened. My street is piled with garbage and we are literally across the street from the Waste Pro location. I just paid them last month and would like that money refunded since they cannot provide the services they are supposed to. I have had to file a complaint on them before. The amount I paid on 11/15/24 was $47.32. I want them to refund me and for them to come get the garbage.Business Response
Date: 12/16/2024
Account credited FridayCustomer Answer
Date: 12/18/2024
Complaint: 22628364
I am rejecting this response because: I have not received any kind of refund that they claim they made. They can't credit my account because they lost the contract for my county and will no longer be servicing us. So they need to issue a refund.
Sincerely,
******** *****Business Response
Date: 01/06/2025
Account was credited on 12/12/2024
Amount 45.82
Total refund she will be receiving 47.32
Refunds can take a couple of weeks before received.Customer Answer
Date: 01/13/2025
Complaint: 22628364
I am rejecting this response because: It has been 4 weeks and I still have not received my refund. Am I supposed to get a check or will it be issued to the original payment method?
Sincerely,
******** *****Customer Answer
Date: 01/14/2025
I received the check today. You can close this case now. It has been satisfied.Business Response
Date: 01/14/2025
Account was credited on 12/12/2024
Amount 45.82
Total refund she will be receiving 47.32
Refunds can take a couple of weeks before received.Customer Answer
Date: 01/14/2025
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.Date Sent: 1/14/2025 2:57:59 PM
I received the check today. You can close this case now. It has been satisfied.
Sincerely,
******** *****Initial Complaint
Date:11/29/2024
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.
I have some fence panels which need to be disposed of. On Monday Nov 25th I went to the ********** website and found this document.******************************************************************************************************************** Per this document under ?G arb ag e c on s is t s of : ?Fencing: metal/wood Shorter than 4 - stacked I cut down the 4 fence panels to smaller than 4'x4' and put it with my trash on Tuesday, Nov 26th in a stacked pile. The trash people came and went and the fence was not taken. I called Waste Pro at **************. I explained the situation and the person at Waste Pro didn't know why they wouldn't pick up my fence panels. They were going to contact a supervisor and seeing that the trash truck just left said they should be back today to pick up the panels. They were not picked up on Tuesday. I called Wednesday, Nov 27th and was again told they should have picked up the fence panels. This person was going to enter a ticket and contact a supervisor. Between 11 am and 12 pm a trash truck showed up and sat in front of my house for about 15 mins. One person was on the phone for a while I assume talking about the fence. Towards the end of their visit, they got out, picked up one of the cut-down pieces of the panel, put it in the truck, and left. I called Waste Pro again and was told that my ticket was still open, meaning they were not done picking up the fence panels. I asked why they wouldn't just toss it in the truck while they were here. The *** did not know but assured me that because the ticket was still open they would be back today Wednesday, Nov. 27th. They did not show back up. They are now closed until Monday and the fence panels are lying on my lawn why may or may not survive based on Waste Pro not doing what they said they would do.Business Response
Date: 12/04/2024
We sent a claw truck there to service him. We apologize for the inconvenience.Customer Answer
Date: 12/07/2024
Complaint: 22617354
I am rejecting this response because: I don't trust that my trash will be picked up next Tuesday even if I abide by the Waste Pro guidelines posted on the Debary city websiteThe crane truck did come for the small pile of fence pieces though the fence pieces had already been picked up by the normal trash truck.
Per the guidelines on the city of Debary website the size and amount of fence I put by the road should be able to be picked up by the normal trash truck.
I will be putting out a similar amount of fence next Tuesday. Will this be picked up by the normal trash truck?
Sincerely,
**** *******Customer Answer
Date: 12/11/2024
Again this week they didn't pick up the fence panels broken down to size.
What am I doing wrong?
Business Response
Date: 12/17/2024
This Service was completed on December 4. This was a courtesy pickup by Waste Pro. This should have been picked up by FEMA as storm debris.Customer Answer
Date: 12/18/2024
Complaint: 22617354
I am rejecting this response because:Per the Waste Pro Document on the city of Debary website.
G arb ag e c on s is t s of : ?Fencing: metal/wood Shorter than 4 - stacked
***********************************************************************************
This is exactly what I had out front within 5 ft of the road. Neatly stacked fence pieces smaller than 4'x4'.
If this is following your rules why isn't it picked up weekly?
Sincerely,
**** *******Business Response
Date: 12/30/2024
This service has been completed.Customer Answer
Date: 01/02/2025
Complaint: 22617354
I am rejecting this response because: No it was not completed properly based on the guidelines outlined on the ********** website.It appears that the garbage men won't pick up small piles of fence which are neatly stacked on the ground even though this is noted as allowed in your guidelines on **********
They will take fence when it is in a trash can so to not further damage my hard I put the exact same fence pieces in 2 trash cans which were picked up by your garage men the next week.
This was not taken care of as described in your guidelines as documented in **********. It was only taken care of because I ended up having empty yard waste cans I could use one week.
You need to check your documentation which is posted in ********** you also need to talk to your associates. 3 of them on the phone told me that the piles on the ground should not be a problem and didn't know why your garbage men wouldn't pick them up.
Sincerely,
**** *******Initial Complaint
Date:11/28/2024
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.
On 1 August 2024, a Waste Pro employee was driving on ***************. Unbeknown to him the top of his garbage truck connected to an electric wire; he continued to drive without realizing that the electric wire was being forcefully uprooted. The disconnect of the power line caused an immediate power outage. The loss of electricity last 4 days.I suffered a loss of all my refrigerated and frozen food items. My fence was severely damage because the electric wire pulled it downward. I would like to be refunded for my loss of food items ($200) and cost of repair for my fence($992.95)Business Response
Date: 12/11/2024
Waste Pro has investigated this incident and confirmed that we were not at fault for this damage. While our truck did hit the wire, it was below legal height,which moves liability to LCEC since they own the pole. Please reach out to them for any repairs and damage. Thank you.Initial Complaint
Date:11/27/2024
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.
Since Hurricane ******, Waste Pro has picked up our trash once. The hurricane happened 2 months ago and trash pickup resumed 2-3 weeks afterwards, estimating. We live up the mountain on ********************* and the roads are completely fine on which to travel. We see the trucks picking up trash in the valley below and yet they fail to pick up our and our many neighbors' trash. We have had to take our trash to the transfer station many times because they don't pick it up. I'm happy to contact **** *****, the ************* and **** regarding this issue. We are paying for a service which they are not providing. Regardless if their contract with the county is ending in December, they are still required to abide by this contract.Business Response
Date: 12/16/2024
Sharing account with parents at ************
Account credited today and someone is going to pick up trash out tomorrow. Reason for delay, customer does not have an account with us.Initial Complaint
Date:11/26/2024
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 was unable to pick up garbage for my community for over a month. I am requesting a billing credit. I have called 3 times and cannot get a return call.Business Response
Date: 12/04/2024
I spoke with *****, we have been running the entire community of ****************** since the hurricanes. There are notes from where he has called the office and they did put him in for a credit on 11/26. I informed ***** that he will see this credit on his next billing cycle.Customer Answer
Date: 12/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that the credit is satisfactory to me. The customer service, however, is terrible and the individual who called me regarding the complaint, ***, is a dishonest person and a horrible representation of this company. My garbage sat on the curb for weeks! It should not have taken repeated calls and empty promises that I would get a call back regarding this issue multiple times. I am a very unhappy customer - it leaves me with a terrible feeling that this company would take advantage of people during a natural disaster for services they were not able to provide. I hope others in the community who did not receive services also file a complaint.Do better, Wastepro!
Sincerely,
***** *****Initial Complaint
Date:11/22/2024
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 contacted waste pro 11 months for a trash can with a lid been told four times one would be sent out left trash can by road for 8 months never changed it they have not picked my trash up entirely for two months I have filed multiple complaints with them and the city of ********** today I want it locked up raccoons keep pulling it out Ive requested a supervisor the trash truck men are rude and refuse to pick it upBusiness Response
Date: 12/03/2024
We had a supervisor go out to the home to be sure everything was collected. No trash was visible at the time.
We also repaired the lid on the cart today.Customer Answer
Date: 12/03/2024
Thank you finally they completed the jobCustomer Answer
Date: 12/04/2024
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. Date Sent: 12/3/2024 5:52:32 PM
Thank you finally they completed the job
Sincerely,
***** *********Initial Complaint
Date:11/13/2024
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 pay them to pick up my trash at waste pro and my recycling. I keep paying them, and every week I have to call them and tell them that they didn't pick up my trash. Please come and get it and then. Generally they send somebody shortly around or after that, they have not been picking up my trash on a regular basis. To the point where they know my name when I call in there because of the complaints that I keep putting in it's not fair that they're taking money from us and not providing the service. I'm not wealthy. I live paycheck to paycheck and then taking my money and not providing a service really hurts. I could drive this trash down to the transfer center. If it wasn't gone because of hurricane ******* but these people will refused to do their job. Haven't brought me a bin to put my trash in. So the next door neighbor's dog rips it, open it, tears it up and then I have to rebag it every week. It's like groundhog week, not day. I'm tired of it. I pay them to provide me a service. I pay them rent for a bin. That I don't have, it's not fair. My neighbor had a house built a year and a 1/2 2 years ago they have a bin. How come I don't have one? How come I have to continue to pick up trash? That's ripped apart by wild animals and dogs. Because these people refuse to do with their supposed to. I paid for a garbage bin, a recycling bin and I paid for them to pick up my trash every week. I have had to make hundred at least a hundred calls to them to get them to come and get my trash.This is so frustrating, and so time consuming, and it's one thing that shouldn't be.Business Response
Date: 11/20/2024
Cans have been delivered. We apologize for the inconvenience.Customer Answer
Date: 11/20/2024
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. They have brought the bins, and they picked up my trash.Finally thank you.
Sincerely,
***** ****
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