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

  422 Waste Pro Way Hardeeville, SC 29927

  
• 

  Waste Pro USA, Inc.

  3512 Oakcliff Rd Doraville, GA 30340-3003

  
• 

  Waste Pro of North Carolina

  138 Tavistock Rd Arden, NC 28704-9152

  
• 

  Waste Pro USA, Inc.

  4517 Methodist Home Rd Jackson, MS 39213-4202

  

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:06/09/2024

  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.

  I called my local waste pro and cancelled services on 3/29/2024 because we sold our house and trash removal was no longer needed. the new billing cycle started 4/1/2024 so I was paid and within the cycle. The employee on the phone said "you're good, we'll pick up the can this week or next" I continued to receive bills as an active customer for the next cycle. I called again on 4/30/2024 and the employee said it was a problem with me being listed as active still. she would forward it to her manager and take me out, she didn't know why I had a balance and her words were "you're good, ill take you out of the system, you shouldn't be receiving bills." two months later I am still receiving bills. I have been in email correspondence with ********************* and now she is saying I owe for can removal, $85. I asked if this was ever sent to a manager but no one will answer me. I'm being threatened to be sent to collections. I was never told anything about another bill the two times I called. I asked to have everything in email and ****** won't respond now. she insists that I call. She says she emailed a file that I signed, but there is no attachment. I cannot find anything anywhere online about a removal fee that costs more than three months of service. I loved the service itself but the customer service is lacking. I just want to be taken off because I was told I was clear when I asked.

  

  Business Response

  Date: 06/14/2024

  The charge is being waived and being credited off the account as of today. 

  Customer Answer

  Date: 06/14/2024

   
  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.
  THANK YOU SO MUCH!!
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:06/06/2024

  Type:Billing 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.

  In November 2023 I signed up for a two year contract for Waste Pro to pick up my trash once a week, every Wednesday. I pay $66.00 quarterly for this service. The company actually renders this service only 60% of the time. I call the company each time they miss trash pickup. Sometimes they will send a truck to pick up my trash a few days later. Other times they tell me the truck came by my house but my can wasnt at the curb. That is a lie. They even have told me that their gps can prove it. I ask for the proof but they provide none. I ask for a call back from a manager/superior but they will not call me back. My trash can goes out to the curb the night before every Tuesday. I can prove this with my security cameras pointed at my driveway. I also work from home and it is impossible that they turn around in my culdesac without my knowledge. Bottom line is I pay for the trash pickup but they do not uphold their end of the contract and they are unwilling to improve. I have records of all the calls I make to the company each week they dont pick up my garbage. Sometimes I make multiple calls for each instance. In a side note, my neighborhood ************** has multiple posts about this issue with Waste Pro. I can share this also. Please let me know if you need anything else from me.

  

  Business Response

  Date: 06/14/2024

  We reached out to the customer apologized and let him know will refund one quarter payment.

  Customer Answer

  Date: 06/17/2024

   
  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:06/05/2024

  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.

  On May 27 I called Waste Pro to schedule a pickup for a mattress and box spring and I was scheduled for June 4th so I had the items on the curved the night before (June 3rd). I called the evening on June 4th and I was told the truck was still working on the schedule and to give it more time but to call the next day if they didnt show up. Today (June 5th) I called to say they didnt show up and that I needed that removed from the curve and was told the driver showed up at 7:20am on the scheduled day June 4th and that the items werent there. I told her that I have in vdeo as evidence that the items were at the curved the night before and she continued to argue otherwise and that I needed to reschedule. I wouldve felt better if she said Driver couldnt make it to pick up your items, can we please reschedule but instead they lied. By the way, thiss not the first time, this has become a habit to them. Im very disappointed our tax money goes to companies like this, that care less about customer service but are great at collecting our tax dollars.

  

  Business Response

  Date: 06/14/2024

  We rescheduled the pickup for 6/11 and they were picked up then.  No items at the curb as of today @ 12:15pm. 

• Initial Complaint

  Date:05/31/2024

  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.

  Yard debris dumped in my yard by neighbor. I have contacted Waste Pro numerous times to report and request pickup. Requested to talk with supervisor 3 days ago. No one has called me. My grass is turning brown and dying, underneath the pile, that was dumped. I am a regular paying customer. I cannot physically move the pile away from my yard and I should not have to, because of neighbors negligence.

  

  Business Response

  Date: 06/05/2024

  We have gone out to the property and there was no debris there or in the adjacent yard.  

  Customer Answer

  Date: 06/05/2024

  Waste Pro picked up debris on Tuesday June 4.

  Customer Answer

  Date: 06/05/2024

   
  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:05/30/2024

  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.

  Our neighborhood has its garbage collection on Fridays. This past Friday (May 24, 2024) they did not collect anyone's garbage in our neighborhood (off of ************** in ***********) nor many houses located on ********** itself. Per WastePro requirements, I called on Friday after 5 (once the company is closed) and left an explicit message about garbage not being collected -- if you call before 5 PM they will tell you that the truck is probably on its way yet since collection goes until 7 pm. Normally the collection happens on Saturday if Friday is missed; however, this time it didn't. No notification or communication from WP. Since **************** Day, May 27) was a holiday, we put out our garbage on Tuesday (3rd day at this point) and waited. After lunch, I called the company and was told that the garbage would be collected Wednesday. While speaking to the representative, I asked that a manager contact me about a better way of communicating with customers who don't get garbage collected. No collection on Wednesday. Today (Thursday, May 30) I and neighbors call AGAIN to complain and are told that garbage will be collected today (the 5th business day of collections since they skipped our neighborhood). No collection as of 6pm nor a call back. Meanwhile, our garbage has been out for 12 hours in the sun every day (collection hours are 7 am- 7 pm) and is beyond disgusting smelling. I also asked the receptionist today to credit our entire neighborhood since our next collection will be this Saturday (1-day delay due to holiday). She said that she would pass on the message to WP managers. Evidently WP is too self-interested to respond to our entire neighborhood having garbage uncollected for almost an entire week. I want to lodge a complaint with the BBB as well as find out if there is possible legal action to take against them since clearly civil, MULTIPLE calls by several neighbors have gone unheeded. Only documentation is text chain with neighbors.

  

  Business Response

  Date: 05/31/2024

  We have called this customer and left him a message. I will send a truck through today and we will credit them for missed services. 

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21781918
  
  I am rejecting this response because:  we did finally get someone from Waste Pro to come by our house specifically at around 4:20 PM to collect our garbage. He was only instructed to collect ours, but he was nice, and collected our neighbors garbage as well since no one in our entire neighborhood has had their garbage collected for one solid week.

  Rejection of this response is that I may have gotten a call by Waste Pro, but no one ever left me a message. If I do not recognize a number, I do not answer it. However, the only voicemail I have on my phone for the past two days was from a personal friend.

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/18/2024

  ***** was picked up and credit was issued for missed pickup.  

  Customer Answer

  Date: 06/18/2024

   
  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:05/30/2024

  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.

  I placed a pile of dead palm fronds on the curb of my front lawn for Waste Pro to pickup - like I have done multiple times before. Their web site clearly states that palm fronds can be placed at the curb as follows: "Palm fronds of any size and branches with a diameter larger than 4 inches can be stacked neatly." This is EXACTLY what I did and have done previously without any issues. But this time - Waste Pro REFUSED to pick them up and customer service is trying to tell me that I must stack the palm fronds all in the SAME DIRECTION??? But yet just a few weeks ago we placed the exact same palm fronds in the exact same way on the front curb for pickup and they were picked up without any delay. Waste Pro claimed they would send a truck out the same day after I first contacted them saying they would pick up...that never happened (5/29/24). Then I was told a Supervisor would come to my home today, 5/30/24 and no one has shown up. It is now 3pm on 5/30/24 and Waste Pro is now telling me it will take 1-5 days for a Supervisor to come out. This is madness!!!! All I want it for my weekly yard debris and/or garbage and recycling to be picked up like it is supposed to be done. NO MOR EXCUSES

  

  Business Response

  Date: 06/03/2024

  This customer has a pile of non-compliant yard ************************* explained the issue and provided an estimate. We have also reported the issue to *************** enforcement and a case was opened with the city

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21780723
  
  I am rejecting this response because I piled this yard waste at the curb following Waste Pros published directions that I have attached. No where does it say palm fronds must be placed in the same direction! 

  I piled palm fronds in the exact same place in the exact same manner just a few weeks ago and Waste Pro picked it up without any issues - so why is this pile any different.

   

  I have lived here for 2 years now and Waste Pro drivers have been unprofessional a number of times! They break garbage container lids, they leave garbage all over the road and they place empty containers in my driveway blocking it. I work from home and watch them continuously get out of their vehicles and look at what people place for pickup, shake their heads and drive off leaving things for weeks before they finally pick up. 
  

  I have also reported my complaint to the city as well as Waste Pro corporate offices.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/14/2024

  This customer has a pile of non-compliant yard ************************* explained the issue and provided an estimate in order to pick up the non-compliant yard waste. 

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21780723
  
  I am rejecting this response because Waste Pro never sent me a quote for removal. Instead they filed a complaint with the city against me for code violation. Maybe Waste Pro needs to update their web site so people know EXACTLY what they will or wont accept AND train all your drivers to follow the same rules. Again - Waste Pro picked up a pile of the same palm fronds left in the same spot and piled in the EXACT same way just weeks prior.

  Ultimately I moved the offending pile of palm fronds because they were killing my grass.

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/18/2024

  The yard waste was removed by the resident or placed in compliance for the next pickup.  

• Initial Complaint

  Date:05/24/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Extremely Disappointed - When our contract was moved from **********************************, the trash pickup service stopped entirely. It's been a nightmare ever since. Despite calling Waste Pro multiple times and following up every day, nothing has been resolved. After weeks of frustration, I finally canceled my service.However, even after three weeks of cancellation, the garbage bins are still sitting in front of my house. Their customer service is unbelievably lousy and unresponsive. This has been one of the worst experiences I've had with any service provider. I would not recommend Waste Pro to anyone. Avoid them if you can!

  

  Business Response

  Date: 05/31/2024

  This customer has been taken care of and *************************** did talk to the customer personally 

  Customer Answer

  Date: 06/09/2024

   
  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:05/24/2024

  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 used Waste Pro to collect trash for me once per week from May 2022 to Dec 2023. During this time, Waste Pro overcharged me than agreed price on the agreement for more than a year every month after I signed up for Auto Pay on Dec 2022. I have communicated with Waste Pro management multiple times to cancel my service and refund me for the over charged amount back to my bank. However, they were looping me around and ignoring that I have told them I was no longer use their service on Dec 2023. For the past 8 months since Oct 2023, I have consistently emailed and called Waste Pro, ********************* and *********************** to notify them to cancel my account and they need to refund the overcharged money back to me by law. After I clearly expressed that I cancel the service with Waste Pro and I have selected a different waste management to **** in December 2023, she did nothing to cancel my account. At the same time, she was so focusing on working the business with me, completely ignoring what I meant by canceling the service with Waste Pro. As May 14 2024, I received a text message from Waste Pro again said I need to make a payment to them of $235.5. Then I talked to **** again, she hanged up on me over the phone without providing any help to me. After that, I reached to **** again, and still didn't receive any response for a week now. The behavior **** and **** did to me is already relates to the business fraud during this 8 months period. By law, I am entitled to the price on the agreement. It is illegal to overcharge me every month. As a consumer, I have the right to decide which service I want to use, and when I want to cancel the service.

  

  Business Response

  Date: 05/31/2024

  Per ***********************:  In March we issued a credit in the amount of $511.63 to refund the increases that had been previously charged . The owner-**** wanted a check and to cancel immediately.  I explained that we could issue a credit to her account but not a refund check. .**** and I discussed the agreement both pages 1 and 2. We went over all sections.   I did explain that on page 2 section 4,  that due to the fuel increase and unexpected disposal fee increases,   we had to increase our prices company wide.   I sent a copy of the agreement to **** for her review .  **** stated that her attorney said that she could cancel at any time because we raised her fees.  I tried to explain that we have do have a signed agreement for 5 years, and that I wanted to work with her.   I rolled back the pricing and the F&E and issued credits for the previous increases in the amount of $511.63 immediately.
  
  Once the credit was used,**** then again contacted me about cancelling.  Waste Pro is holding her to the contact and if she still wants to cancel, please reach out to *********************** and she will prepare the termination default documentation.
  
  ****************** tried to meet with **** on 4 separate occasions at her business **** was not on site.  She did leave my business card each time.  

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21757381
  
  I am rejecting this response because: I have expressed my thoughts very clear that I would like to CANCEL the service, because I have reached out to the company about the billing concern for 3 months, and no response back since October 2023. Then I selected a different waste management service on December 2023. The agreement was clearly showing the fuel and trip charges was a part of the monthly fee of $95. What **** was saying cannot be an excuse to overcharge the customer monthly. 

  Sincerely,
  
  ***************

  

  Business Response

  Date: 06/11/2024

  The Customer has been provided with the Termination Option letter.  See attached.   We look forward to reaching an amicable solution.  

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21757381
  
  I am rejecting this response because: I didn't breach of the contract. It is Waste Pro breached the contract by overcharging me the monthly cost, Fuel recovery fee and environmental compliance cost recovery charge since September 2023. After reaching to Waste Pro for 3 months since October 2023, but no responses back from them until Feb 2024. My agreement with Waste Pro was a flat monthly fee of $95.75 including all the fees. But they charge me over $160 monthly with additional fuel recovery and environmental compliance cost fee. Therefore, Waste Pro breached the contract since September 2023, and rejected to provide the refund back to me for the overcharged fees. This is a fraud. 
  
  
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 06/14/2024

  Waste Pro is of the position that this contract is valid and will be enforced.  

• Initial Complaint

  Date:05/20/2024

  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.

  I paid in full for a year of trash services a month and a half ago when we moved into our new house. I was originally told my bins would be delivered in 2 weeks. I called at 2 weeks when they hadn't been delivered. They told me they'd be delivered the following week. Still no bins. I called again after a month, and was told they'd be delivered. We still have no bins. I paid for a trash and recycling bin, and paid for the whole year of service up front. We'd like our bins delivered ASAP.

  

  Business Response

  Date: 05/30/2024

  The Bins have been delivered.  

• Initial Complaint

  Date:05/14/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ***** ordered a dumpster unkown to me when moving out. Waste pro put a lein on my property because the ***** didn't pay citing fl statute ******. There was no construction or contractors as per ******. They did not ensure payment from the *****, and when contacting the ***** ,got hung up on. I didn't know about the dumpster until I went 18 days after the dumpster was delivered to take possession of the property. Waste pro has the tenets contact info.

  

  Business Response

  Date: 05/16/2024

  **************** was notified and aware of the *** being placed on the property when the dumpster was delivered.  **************** informed us he contacted the tenant and did not proceed with anything further.  We offered **************** a settlement to close the account and remove the lien and he declined.

  Customer Answer

  Date: 05/16/2024

  Waste pro noticed me on the 19th of February. They dropped the dumpster off on the first(their paperwork). Waste pro has told me today that they have already taken a payment from the ***** for the first dumpster. They are wrongly going after me. There was no construction *** contractor. They want me to pay for their unwilling to go after the *****.waste pro told me the ***** just hangs up on them, so I'm the easy target. 

   

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21711647
  
  I am rejecting this response because:Date Sent: 5/16/2024 4:49:41 PM
  

  Waste pro noticed me on the 19th of February. They dropped the dumpster off on the first(their paperwork). Waste pro has told me today that they have already taken a payment from the ***** for the first dumpster. They are wrongly going after me. There was no construction *** contractor. They want me to pay for their unwilling to go after the *****.waste pro told me the ***** just hangs up on them, so I'm the easy target. 

   

  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/24/2024

  We contacted the Customer and he rejected our offer for settlement.  Please note, that this offer for settlement remains available.

  Customer Answer

  Date: 05/28/2024

   
  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,
  
  ***********************