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 USA, Inc.

  3705 Saint Johns Pkwy Sanford, FL 32771-6369

  
• 

  Waste Pro USA, Inc.

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

  
• 

  Waste Pro USA, Inc.

  1400 S Orange Blossom Trl Orlando, FL 32805-4558

  
• 

  Waste Pro USA, Inc.

  20344 US Highway 27 Clermont, FL 34715-8794

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/18/2024

  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.

  Over the past month and a half, my recycling has been missed on two occasions despite following all guidelines. The first incident occurred last month, where I was informed that the issue was due to my bin overflowing. A supervisor assured me that they would send someone out the same day to collect it; however, no one arrived.Most recently, on the last pickup date, I ensured that my bin was compliant with the guidelines or at least my best guess since I can't get a call-back. One reason from **************** is that the bin was too full. Let me tell you that is not the case. I see people with overflowing bins and they get picked up. Unfortunately, my recycling was again not picked up. I contacted customer service to report this issue, but despite my efforts, I have not received a return call or satisfactory response.This lack of service and communication is unacceptable (Considering this isn't free). I request that this issue be addressed promptly, and I would like to know what steps will be taken to ensure reliable service moving forward.

  

  Business Response

  Date: 10/22/2024

  This stop is not in compliance he keeps putting trash in his recycle bins.  The town manager is aware of the issues of putting trash on his recycle bins. **** our route supervisor has also spoke with the customer about not putting trash in the cans also.  We will continue to service all recycling that is in compliance.  

• Initial Complaint

  Date:10/15/2024

  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.

  My wife and I moved into our new home 5/10/24, and upon setting up our utilities, were told by Waste Pro that we would receive a recycling bin from them within 90 days. It has now been 158 days. I have been in contact with them for the past 11 weeks calling their customer service line following up on needing my bin. Every phone call gets me the response we will send one this week; if you dont receive this week, call back next week. I have even contacted the district vice president who promised that he would handle the issue himself and have a bin sent out on 10/3/24, which still did not happen.

  

  Business Response

  Date: 10/15/2024

  This was done today. 
  
  It was delayed due to an inventory issue at the County, which supplies the carts. 

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22423129
  
  I am rejecting this response because it is not true. If there truly was an inventory issue, no one who moved in after me would have received their recycle bins. However, my front door neighbor moved in a month after me and they got theirs around two months ago. And my side neighbor moved in two months after me and they received theirs around one month ago. There are approximately ten houses on my street and they all got their recycle bins and they moved in after me.
  
  Sincerely,
  
  **** ****** De Oca

  

  Business Response

  Date: 10/22/2024

  The delay was caused by inventory issues with the county and not Waste Pro.  The cart was delivered, as soon  as we received them.   We apologize for the inconvenience and look forward to providing you with excellent service going forward.
  

• Initial Complaint

  Date:10/08/2024

  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.

  Couple weeks ago, waste pro decided they were gonna skip our entire road Halen, came through leaving garbage everywhere, 'cause nobody could pick it all up.Because some people had to much now we have a storm coming and they skipped us again

  

  Business Response

  Date: 10/17/2024

  Division Manager spoke with the resident today and their trash has been
  picked up and he said there is nothing else he needs from us.
  

  Customer Answer

  Date: 10/17/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22398066, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Jonathon Brinkley

• Initial Complaint

  Date:10/07/2024

  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.

  Waste pro refuses to give us service. We paid invoices in advance. We are in ********************** which was hit by Hurricane area. We are a suburb of ************ It is now two weeks with no pickup. Our area if fully obtainable for service. Power, cable (spectrum) and cell phone is available. Stores are open and gas is available. When I called a week ago I was told no service since it was unsafe for their drivers to come in. Not true. Fully excessible. It is now two weeks garbage is accumulating. They told me to take to landfill. If i can safely go to landfill why cant they drive her and do their job. I am seeking full refund, an apology. And date they are coming. This is a health issue now.

  

  Business Response

  Date: 10/08/2024

  I spoke with this customer.  We picked his trash up Monday the 7th.

  Customer Answer

  Date: 10/10/2024

   
  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:10/01/2024

  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.

  WastePro ************* residential. Have owed me a refund since June 28, 2024 when my service was stopped. I have call on multiple occasions to get a status and they never process the refund. This time they said it was approved final on September 12th and I still have no refund. October 1st I called again and it is still being processed. They alway say they are going to forward to a supervisor that goes nowhere. I told them I was going to file a complaint with BBB. Just need someone to help get them to do there job.

  

  Business Response

  Date: 10/08/2024

  I have called the customer and left a voicemail waiting on a
  call back. I have Anna Joyner assisting me with trying to find out what the
  status of the payment  I will update once I get a response on the issue date for the refund check from our AP department.  

  Customer Answer

  Date: 10/18/2024

  This complaint has been resolved.  Received a refund.  Thank you

• Initial Complaint

  Date:09/17/2024

  Type:Delivery 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.

  **Failure to Deliver a New Trash Cart:** I have been waiting for a new trash cart for the past months. Despite WastePros weekly reassurances, starting from week two of this ordeal, that a new cart would be delivered "soon," I am still without a permanent solution.The repeated failures and lack of follow-through have led me to lose confidence in WastePros ability to provide the basic services for which I am paying.I request your assistance in getting WastePro to fulfill their obligations, including providing me with a new trash cart and picking up the old one as initially promised.Thank you for your attention to this matter. I look forward to your help in resolving this issue.

  

  Business Response

  Date: 10/08/2024

  Trash Cart Delivered last Saturday.

• Initial Complaint

  Date:09/15/2024

  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 Review I placed on ****** sums up our concerns: Waste Pro removed 2 of our 3 trash cans without warning and have yet to replace them. We bought 2 of these cans from a previous provider, so they had no right to remove those. They have also informed my mother, a senior citizen, and veteran, that she will need to walk her trash cans down to the bottom of her even though she has had the same back door service with every provider since the 1970s.I will be contacting our local legislators because we should not be subjected to such unfair treatment that could cause a senior to take a spill down a steep hill. After all, they refused to pick up our trash as they have been doing now and told my mother that she could either have backdoor service with only 1 can or walk the 3 down to the bottom of her driveway on ****************, nearing the intersection of ******************** has been doing this for over a year, and others have done it for more than 49 years.We were passed around when we called from the mayors office to Waste Pro. No one has yet to provide an amiable remedy, and no one at Waste Pro cares. I would like to know when we can vote for a new trash collection service as this company does not have the best interest of our seniors at heart. Lastly, they have yet to replace our 2 missing cans. Tomorrow is trash collection day and we do not know what to do with my mother trash.

  

  Business Response

  Date: 10/08/2024

  Supervisor comments -
  I looked into the South ****** matter complaint at ********************************************* ****** from the county advised us to remove all GFL and non-south ****** carts from residents. The customer was setting out 3 containers for service at the back door. We removed two of the non waste pro containers and the customer called into the call center upset that we removed the containers without notice. We explained to her what the city instructed us to do,and we could provide 2 of the South ****** containers back to her for the extra cart service fees but that would then cancel her backdoor service. The call center explained to the customer that with our current backdoor program in that area we only collect one container.The customer was upset by this and asked to speak to management. *** contacted this customer by phone and reiterated the guidelines of the back door program mandated between us and the county. We also provided a courtesy pick up for the extra container at the backdoor to get the customer back on track.
  
  There was further correspondence than what is described above between the customer and **********************.  In summary, The City of ****************** and Waste Pro agreed that back door service should be limited to one cart and that additional carts may be used for curbside service for a fee stated in contract (which appears to be what they elected to do.)
  

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22288478
  
  I am rejecting this response because this is not an accurate account. 

  The three cans we had were all Waste Pro. The colors were the exact same, the lettering and verbiage on them, the exact same. 

  They removed the extra containers without our prior knowledge, leaving us with NO TRASH PICK UP for over 3 weeks!

  Then, they say, "Oh, you're supposed to talk to ****************** only...oh you should leave the cans 2 feet apart, no I mean 3 feet apart...oh you should talk to Waste Pro only..." This has been a continuous series of mishpas all due to no fault of our own.

  *** and no one else with the city or the company cares that a 75 year old disabled senior citizen now has to have someone come each week to move her cans to the end of her driveway. No one cared that for weeks, her trash was left unhandled and not collected. 

  To lie on the situation and the patrons who have lived at this address for nearly 50 years is egregious to say the least. We look forward to voting for a new company that is respectful and who represents honesty. 
  

  Sincerely,
  
  ******* and Dr. ***** ******

  

  Business Response

  Date: 10/21/2024

  Manager looked into the South ****** matter complaint at ********************************************* ****** from the county advised us to remove all GFL and non-south ****** carts from residents. The customer was setting out 3 containers for service at the back door. We removed two of the non waste pro containers and the customer called into the call center upset that we removed the containers without notice. We explained to her what the city instructed us to do,and we could provide 2 of the South ****** containers back to her for the extra cart service fees but that would then cancel her backdoor service. The call center explained to the customer that with our current backdoor program in that area we only collect one container.The customer was upset by this and asked to speak to management. *** contacted this customer by phone and reiterated the guidelines of the back door program mandated between us and the county. We also provided a courtesy pick up for the extra container at the backdoor to get the customer back on track.
  
  There was further correspondence than what is described above between the customer and **********************.  In summary, The City of ****************** and Waste Pro agreed that back door service should be limited to one cart and that additional carts may be used for curbside service for a fee stated in contract (which appears to be what they elected to do.) 

• Initial Complaint

  Date:09/10/2024

  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 has been providing services to our building in ********** for years. Our last contract was signed in 2018 which automatically renews for ***************************************************** 2022. Since 2023, the service has been horrible. This is the branch out of ******** (202-*******). You can never reach them on the phone without holding forever. They fail to pick up repeatedly and at least once a month they miss a pick up on trash and recycling. But when you try to get out of the contract for their failure to perform service they want to charge $14K. This is insane. After waiting months to get someone to answer me about cancellation of the service. They finally gave me a new account manager which has not been able to help at all. I should not have to pay $14K to get out of a contract for a group that has not been performing services. I don't know who is watching over this branch but they are terrible and even when you get someone on the phone they still don't come out and pick up the trash until they get ready. While I feel it is fair to pay them a cancellation fee of one month to end the service anything beyond that for nonservice is ridiculous.

  

  Business Response

  Date: 10/02/2024

  We have reviewed this account; our
  records indicate we have received (2) calls in the past two years from this
  customer. On 3/27/2023 the customer called to report a missed pick up, which we
  recovered the next day, and on 9/4/2024 the customer called in to cancel
  service. The account manager got involved at this point to work with the
  customer to try to resolve any issues and offered multiple solutions. The
  customer stated to the account manager that she did not want to work with Waste
  Pro and said she never signed any contract. We provided a copy of the signed
  contract; the customer stated she no longer wanted to work with Waste Pro and
  said she would pay the liquidated damages as outlined in the contract for early
  termination of the agreement. We provided the amount required to pay the
  liquidated damages and have not heard back from the customer. Waste Pro is
  still willing to work with the customer, we are willing to offer them a 20%
  discount for the remaining term of the agreement, but we are not willing to
  negotiate the liquidated damages agreed to in our contract. 

  Customer Answer

  Date: 10/09/2024

   
  
  Complaint: 22264967
  
  
  
  I am rejecting this response because:  This just relates to the new manager who has taken over the account in the last two months.  There have been way more complaints and not just this year.  Two complaints is false.  This company is a sham.  I've called and complained repeatedly only to find out that they didn't document. Call for pick up and they don't show up. You call and sit on the phone for long periods of time and no one knows anything.  They literally just started paying attention when I threatened to cancel the account this year.  And since I've filed this complaint, they still haven't been picking up the trash consistently.  It's gotten to the point things keep getting dumped inside the enclosure and they pick up the trash can and then sit it back down on the trash that's been dumped.  They are ridiculous.  It took them this long to respond because they are a sham of a company with terrible customer service.  While I will concede I did sign the contract three years ago.  But the last two years they have been horrible.  

  
  Sincerely,
  
  
  
  Cheryl Davis

  

  Business Response

  Date: 10/17/2024

  The customer's offer to cancel the contract and pay one month is
  not accepted, in good faith we will make a final offer to cancel the contract
  immediately and reduce the liquidated damages from $14,000 to $1,649.58. 

  Customer Answer

  Date: 10/17/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22264967, provided they honor the change in liquidated damages from $14K to $1,649.58 and immediately cancel the contract with no other balances due, they have been paid through October 31, 2024. They also must remove their dumpsters from our property. I am prepared to settle this and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Cheryl Davis

  Customer Answer

  Date: 11/06/2024

  Do we have a settlement for this?  We are still continuing to be invoiced the full amounts.  I would like the final invoice.  I will pay these since the containers are still on our site in good faith but I would like to see an end to this.  

  Customer Answer

  Date: 11/06/2024

  Date Sent: 11/6/2024 11:05:06 AM
  Do we have a settlement for this?  We are still continuing to be invoiced the full amounts.  I would like the final invoice.  I will pay these since the containers are still on our site in good faith but I would like to see an end to this.  

  

  Business Response

  Date: 11/19/2024

  We are glad we could come to a resolution; we will cancel the service, remove our equipment and send the final invoice. Once paid, we will consider this matter closed.
  
  Thank you
  

  Customer Answer

  Date: 11/19/2024

   
  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:09/10/2024

  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 began service with WastePro Asheville in late-July, paid my first invoice, and I was told that a trash can and recycling bin would be delivered to my address by mid- to late-August. It is now September 9, and I have not received either bin. I have called WastePro three times as well as left several voicemails. All three times I have spoken with someone, they have told me that their supervisor, Mr. **** *****, would be calling me back that day. I have still not heard from **** *****, and I still do not have my trash can and recycle bin. I would like to receive my bins ASAP and receive a billing credit for the hassle. I would also like to receive a phone call from **** *****.I would also like to point out that we live in a rural area with black bears, and we have not been setting out our trash bags for pick up because we have had bear encounters in our yard. One of the ladies I spoke with asked me if we had been putting our trash bags out at the road for pick up, and I explained this to her.

  

  Business Response

  Date: 10/15/2024

  Division Manager contacted her she received containers a week before the storm .  This matter was resolved.  

• Initial Complaint

  Date:09/06/2024

  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.

  As a long time customer I asked for a recycling bin because they started charging me for 2 96gal containers. it was previously ok for me to use my own containers at no additional fee but something changed and i was notified by 2 extra charges on my bill. I paid for them to drop off a recycling container that they never brought. this was in march 2024. They gave excuse after excuse and always promised a container "next week". I asked to speak to someone in charge and was promised a phone call back from someone that could help. No one has EVER called me back. I told them I would not pay my bill until I recieved my container. after months of waiting I hired another trash service who came and brought me my trash and recycle bin. I called waste pro multiple times to cancel my service. I told them I will be happy to pay after they pick up their trash can and send me a final bill. the can is still here and they still havn't called back or sent a final bill. today I got a text saying i have been sent to a third party collections agency. How can they send me to collections when they havent even picked up their garbage can or sent a final bill?

  

  Business Response

  Date: 09/16/2024

  Spoke with him and his credit has been applied . He states his cart will be out tomorrow for removal