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Business Profile

Waste Management Services

Waste Pro USA, Inc.

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Waste Pro USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Waste Pro USA, Inc. has 53 locations, listed below.

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    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 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/11/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Paid for 75 dollars forb3 months service to my trash service who sold out to waste pro without letting me know then my garbage didn't get picked up for 3 weeks upon calling was told the news of the transfer of service they came that week then didn't show the next week but again the folling week they showed after I called again they begged me to give them a chance they came and again missed the stop so I requested cancelation and a refund was told they woukd process so I called them again and was told check was in the mail never came so then I called again and was told I never paid after receiving a bill for 150 dollars still no resolution sent email to them and no response so I decided to file with bbb.

      Business Response

      Date: 11/20/2024

      Account does not show a payment brought over during the acquisition, therefore, there is no money to issue refund on the account.

    • Initial Complaint

      Date:11/08/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      When I started services with Waste Pro I was initially told it would be maximum ***** days to receive garbage cans. It actually took 6 months. Due to this I had pests in my garage and around my house. They have continued to ghost me and not return any calls regarding this issue. I was reimbursement of $380 for the cost of the exterminator I hired. And reimbursement of $381.06 for the cost of the garbage service during these times. I am going to attach photos of my extensive list of communication between Waste pro and I. I hope we can get this resolved.

      Business Response

      Date: 11/19/2024

      We may have had delays in delivery of carts. However, we are not responsible for his vector issues. We did provide collection services and will not be providing any credits. 

      Customer Answer

      Date: 11/19/2024

       
      Complaint: 22529142

      I am rejecting this response because:

      1. The fact that you couldnt return even one of my requested calls but you reply to a BBB complaint really shows your true colors as a company. You clearly do not care about your customers at all.

      2. Telling someone ***** days for cans and then delivering them 6 months later isnt a delay. And not only is it a blatant lie. It is in fact the exact reason I had to call an exterminator. Making you 100% liable for the expense.

      3. Promising me that someone would call me back for 6 months and not returning a SINGLE call is absolutely unacceptable. 

      4. I have every interaction with Waste Pro documented. Further proving they should be held responsible.

      ****** *****

      Business Response

      Date: 12/04/2024

      Please submit a copy of the invoices for the items you are asking for reimbursement and we will review and determine any culpability.  Thank you.

      Customer Answer

      Date: 12/04/2024

       
      Complaint: 22529142

      I have attached both invoices from the pest control company.


      ****** *****

      Business Response

      Date: 12/16/2024

      While Waste Pro does not believe it is the sole reason for his pest issues,  we are willing to pay 50%  of the total of the two invoices, which is $190.00.  Thank you.

      Customer Answer

      Date: 12/16/2024

      How will they pay me the $190 they have agreed to?

      Customer Answer

      Date: 12/17/2024

       
      Complaint: 22529142

      I am rejecting this response because:   Date Sent: 12/16/2024 4:01:29 PM
      How will they pay me the $190 they have agreed to?

      Sincerely,

      ****** *****

      Business Response

      Date: 12/17/2024

      Waste Pro will send a check upon his agreement.  Please confirm. Thank you.

      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. Please have them mail a check to my address: *************************************


      ****** *****

      Customer Answer

      Date: 01/17/2025

      Hi, I have not received agreed payment from Waste Pro.

      Business Response

      Date: 01/20/2025

      Since Mr. ****** is in agreement with the settlement, we will be cutting and sending a check in the amount of $190.00.

      Customer Answer

      Date: 01/20/2025

       
      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. 

      Please send the check to my home address:

      *************************************


      ****** *****

    • Initial Complaint

      Date:11/04/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 USA ********* region has stopped picking up residential waste for 3 weeks. I have to call every day and they assure me that a truck is coming. Each time I ask to speak to a supervisor and they refuse to allow me to do that and will not have a supervisor call me back. I have a mountain of trash in my lawn and will face fines from the town. They continue to bill me.

      Business Response

      Date: 11/19/2024

      The account was canceled on 11/5 and the refund was processed on the same day.

    • Initial Complaint

      Date:11/04/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 my provider of garbage and recycling pick up and services. Over the course of 2 months, my garbage was not getting picked up. This continued for approximately 6 weeks. Eventually, I was able to connect with a manger there who instructed me to walk my garbage bin our to the street moving forward. Since speaking with the manager, I have done as instructed, and garbage as been picked up.After this incident, I received a bill for the upcoming collection period, taking me through the end of the year. I have called in over 6 or 7 times to explain that I'd like the pickups that were missed to be credited and for the bill to be lowered. I have been told repeatedly that a manager will call me back OR that they can't do anything to help me. Additionally, I just received an email from a debt collector to resolve. This is even more outrageous as they are attempting to collect a debt for services I have not received! I have attempted many times to resolve this matter but Waste Pro has been unimaginably unprofessional in handling the situation.

      Business Response

      Date: 11/20/2024

      One month credit has been provided although account only reflected one week miss.  Account had been on credit hold since the middle of September.    This matter is resolved.

    • Initial Complaint

      Date:11/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This complaint is about water pro I have a residential property at ***************************************************** I had one personal living there ,lot take care of the property as I wa out of state , without my knowledge as an owner it was signed up as commercial property with water pro and they started billing 700$ a month , even though there is one garbage can every 2 weeks that is put out.Currently there has been no one at the property for more than 4 months and I have called water pro multiple times to tell them this is not a commercial but residential property and have them close the erroneous commercial account and was told it would be but I still keep getting 700$ a month bills , even though there. Has been no garbage to pickup even that one can for 4 months .I was told to put out the garbage cans by waste pro and they will pickup their garbage cans and take them Back for good , I put them out more than a month ago after hurricane ****** , the cans are have been sitting there infront for a month and no one has picked them up and I just got billed another 700$Resolution should be that they should pickup their cans and as it is a residential property and I shouldnt be paying these bills as I did not sign up for the commercial pickup, I already called them and explained and they told me that they were closing the account but I still keep getting 700$ a month Even though no one lives there

      Business Response

      Date: 11/04/2024

      We have a service agreement on file from ************* to establish commercial service in 2022. This was the property manager.

      ************* notified us on 10/1 that they no longer manage the property and wanted to cancel the service. The account was closed effective 10/1, however, there is a final bill due. This is what they are receiving in the mail. We show the cans were removed but we will send a driver out today to be sure. There have been no additional charges since we received the cancelation.

      Customer Answer

      Date: 11/12/2024

       
      Complaint: 22503061

      I am rejecting this response because:

      I never  signed up  for the commercial garbage pick up as this was my residential  property, The care takers of the Dream vaycay were let go and  have not been involved  with  the property since i returned to town in July the 1st , since july there has not been a single pickup of garbage at my property by waste pro  . This has always been a residential property , i did not sign up for any commercial pick *** and if it was signed up by dream vaycay it was without my consent or knowledge  , i have returned  to  my property since july and have not a single  garbage pickup by waste pro since then until the driver came to pickup the cans in November  and the  first i knew  about the commercial pickup was in late September by an email that was sent and i called the same day and told them it was not a commercial property but a residential one and was told they looked at the county website and it was indeed a residential property and will close the account. I should not be liable for any final bills for services I didnt sign up for and services that were not provided since i have been back at the property in july 2024

      Sincerely,

      ******** ******

      Business Response

      Date: 11/19/2024

      Mr. ******** does not owe anything on this account. The responsible party would be Dream Rentals as they are the account holders. We have since resolved this issue with them. 

    • Initial Complaint

      Date:10/30/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 October 29th because the garbage has not passed on our designated days. I was told they would come today, October 30th. Still they have not come. We are a restaurant, our garbage is beyond full as shown on the pictures. It is currently 6:18pm our restaurant does not close till midnight. So the picture of trash inside will only grow. This is extremely irresponsable, if we were to get inspection we'd fail because we are not getting the service this company has promised.

      Business Response

      Date: 11/04/2024

      ****** spoke with her Last week. Per GPS the driver was there. She stated it is still full. We sent the driver back to get it emptied and told her we would keep an eye om the account.

      **** called the driver who stated he has not missed the account all week. No previous missed pickup issues on this account.

    • Initial Complaint

      Date:10/30/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 garbage has not been picked up since September 30th. I have called regarding the issue every Monday and Tuesday to remind them. I received a text saying they were delayed a day and to keep my trash out so now I have crows and deer and getting into it causing a mess and trash going to my neighbors yard. They keep assuring that a supervisor will pick it up by the end of the day. Problem has till not been resolved

      Business Response

      Date: 11/06/2024

      I just spoke with ***** ****** and she has been credited and now has my information. I will follow up with her on her service day to ensure she has been serviced.

    • Initial Complaint

      Date:10/30/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 an ongoing problem getting Waste Pro to pick up my trash and recycling. I usually have to call multiple times a month to get trash picked up. The trucks will service the roads adjacent but skip our neighborhood.

      Business Response

      Date: 11/04/2024

      I spoke to Mr. ***** The driver whom was collecting this is no longer here and he did not relay to dispatch that he took on this street from the regular driver. Miscommunication that should not have taken place. I will issue him a two-week credit and ensure his garbage is collected .

      Customer Answer

      Date: 11/06/2024

       
      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:10/24/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 have not Waste Pro service since 9/27/24. Spotty prior with no shows. We have had access to our community since 9/30/24. ***, ****, ****** Amazon, lawn service, 18 Wheelers delivering building materials down the street. But NO WASTE PRO And they are charging for the service even we have not received the service

      Business Response

      Date: 11/06/2024

      Just spoke to Mr ** ******* . He is aware that he is in an area where the road has washed away. We are providing a staging site for them to bring their trash safely.
      I have addressed this with the connecting neighborhood.
      I did let him know I will work on finding a site closer to them . 

    • Initial Complaint

      Date:10/22/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid for quarterly service on 9/10/24. Prior to Hurricane ******. No service since I paid, not even before the storm. My neighbors trash is picked up, never mine. I have called the office multiple times weekly since Sept 17, aside from the 2 weeks post ******. Each time I am assured I am on the schedule ,there are no notes or restrictions on my account and that my trash will be picked up. No service. I called yesterday to confirm my home was on the schedule today and was assured it was. I called again this morning to remind them. I have two full bins of rotten food on the curb and a homemade sign begging waste pro to take our trash - something I PAID FOR. The only thing I have gotten form waste pro is a bill for a fuel fee for $29 - what an absolute joke. Either perform the service you have taken my money for or give me my money back.

      Business Response

      Date: 11/01/2024

      Spoke to the customer and they were serviced. I am making sure she did receive two weeks credit from when she first started.

    Waste Pro USA, Inc. is BBB Accredited.

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