Complaints

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:02/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business is refusing to cancel service the day I called. They are charging me any extra pick up day. I called them January 29 and said i had already started another service that day. They advised they would pick up the carts the following Wednesday when in the area. I called today to confirm they would pick up carts. Now they're telling me they won't cancel my account until tomorrow and charging me for an additional pickup although carts are empty. They said they can't cancel until carts are picked up. There is nothing on the billing statement that says this. And they did not let me know this when I called last week. Also for a service like this, are they required to give you 30 days notice for a rate increase?

  Business Response

  Date: 02/04/2025

  The customer called on 1/29 to cancel and we advised we can cancel as of the next available service day.  We do need advanced notice to close an account as she called too late for us to stop services and pick up the cart that same day.  In an effort to work with the customer we will take off the last date and pick up empty carts on Wednesday 2/5.

  Customer Answer

  Date: 02/05/2025

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

• Initial Complaint

  Date:11/20/2024

  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.

  I recently moved 1.5 miles down the road and called Waste Connections to transfer my services and was informed the cost of service was going to go up almost 100%. I told them I wanted to shop around as my account was in good standing and I had been a customer for at least 7 years. While moving I set my trash cans out at my new house and Waste Connections took my trash bins and billed me a $25 fee for picking them up. When I had initially to let them know I was moving I told them if I went a different direction I would bring in the trash bins to avoid the fee. They had these notes on my account but took them anyways. In addition to this when I called about the service the first time my price was around $90 but when I called back to confirm I wanted to use them as my trash provider they raised my price to $107 a few days later. Extremely shady and very rude on the phone I have paid my bill in full but would expect a $25 refund.

  Business Response

  Date: 11/21/2024

  Customer called on 11/1 and stated they moved to a new location.  He moved from a contracted area, to an area that does not have a contracted rate, so the rate was going to be different.  He took the container to the new homes already.  He stated he didn't want to commit to service at the new location yet due to the rate increase.  We waited two weeks and he never contacted us to make arrangements to return the carts or complete the transfer of service, so we did remove the containers.  We reviewed the call and there were no arrangements for him to return the carts in the initial call.  When the cart was picked up, he called to find out why, and we advised he never called back to complete the transfer.  We quote the same rate for service at the new location on both calls. He was billed up until the time he had the containers and the cart removal fee.  The removal fee is quoted when we start service, and it is also stated on each invoice.  In an effort to work with the customer we will waive the two weeks of service charges, and leave only the cart removal fee of $25.00.  That credit will be applied once the $25 payment is received.

  Business Response

  Date: 11/26/2024

  Balance was already reduced to only the amount to cover services received at the new location for the two weeks.  No further adjustment to be made, but no refund will be issued for the remaining credit until customer agrees to not dispute the initial transaction.

  Customer Answer

  Date: 11/29/2024

   
  Complaint: ********
  
  I am rejecting this response because: we are arguing over $8 at this point on something I shouldn’t have been charged. I am sure most customers would concede to your bullying in this situation and just pay it. I am tired of corporate greed and loyal customers being treated unfairly. I have filed a claim with my credit card company for $25 as I feel I do owe you the $10.07 for services I received. Please do not credit my account. 
  

  I have also reached out to Waste Connections Corporate offices and filed a complaint with the FTC. No more responses are needed 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:10/11/2024

  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.

  I had trash service through Waste Connections. I paid my bill for the next three months of service. During those months my trash was not picked up each time it was supposed to be, it would only be picked up sometimes. Now, they are saying that I owe $140 for services. You pay ahead of the services so if you don’t pay you don’t receive services. I wasn’t receiving the services that I had previously paid for so I cancelled my service, they picked up my cart, and that was the end of it. I never received a bill. But now, they say I owe $140 for services not received.

  Business Response

  Date: 10/14/2024

  The account does have a balance of $140.16 for services from 12/1/23-2/7/24.  The account wasn't canceled by the customer.  Rather, the cart was removed and account shut down due to nonpayment.  We reviewed the account for the two years prior to the account closing, and there were no calls from the customer regarding service concerns.  The customer was past due almost every cycle, resulting in the account being suspended due to nonpayment each time, so those could be the times they mentioned having a service delay.  Again, other than those suspensions, there were no complaints received.  The balance due is valid.

  Customer Answer

  Date: 10/14/2024

  
  Complaint: ********
  
  I am rejecting this response because: I did call and complain that the service wasn't being provided consistently. I do not remember the date of that call. I even spoke with the driver at one point. I also made a complaint about the fees continuously rising along with several others in my area. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:05/21/2024

  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.

  I received invoice ************ dated 4/15/2024 showing a balance due for $33.37 (break down $25 Cart pick up fee, $8.00 prorated service fee). I had called on 3/29/2024 and cancelled service effective that day due to the price increase. I was asked if I need a pick up the week of April 1st which I replied no as I had already contracted with another service provider. The person on the phone then stated that there would be a $25 cart pick up fee which I told her I was not paying Waste Connection to pick up their cart and that I was not under contract. Keep in mind I had been a customer for over 28 years. I stated that if you don't want to pick up the cart fine but I was not going to pay the $25 fee. Then I asked if she wanted me to set the cart out for pick up and she said yes and never mentioned there would be a fee. Based on the conversation I had with Waste Connection on March 29th, 2024 I do not owe any monies to them and consider this matter closed. I sent a note along with a copy of the invoice back to Waste Connections stating what I have noted above. Today (5/21/2024) I received a Past Due Notice stating that the past due balance needed to be paid immediately to prevent interruption of service. However there is no service to interrupt as it was cancelled. I find it very saddening and disappointing that a business would treat a customer (current or past) this way.

  Business Response

  Date: 05/23/2024

  The customer called to cancel service, which was then scheduled for the next available service date.  The cart pick up fee is disclosed on each invoice, and he was reminded of the fee on the phone call as well.  That charge is necessary to cover the costs of performing that service that was requested.  If the customer choses to bring the cart into our office, that fee can be avoided.  There is a balance of $33.37 owing for the billing of the cart pick up fee, the final service days, and the administrative fee.  These are all valid and disclosed charges.  In an effort to work with the customer, we are willing to accept $25 to pay the account in full.  We will note on the account and once that amount is received we can adjust the rest of the balance due.

• Initial Complaint

  Date:04/12/2024

  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.

  We put our trash cans out every week without any issues. This morning on 4/12 walked out and one of our large trash cans were missing. I had to chase down the garbage truck and ask about our trash can. He stated that he would call it in and that they would replace it. Called and spoke with Waste Connections and they said that they are not liable for personal containers which to them I asked if we ever signed anything in writing, they stated no. This was a $135.00 container that we use each and every week and we just throw it away!?! I’m outraged and they only want to cover $10.00 of it. I am beyond disgusted and dissatisfied with the level of customer service especially for being loyal customers for over 5 years! I want my container replaced and for the company to be held accountable for their actions.

  Business Response

  Date: 04/15/2024

  The customer has been made aware of the limitations on personal carts in the past.  We provide containers to rent with service, and the repairs and replacements are included in the rental.  IF the customer choses to use their own containers, we ask that they be limited to 30gals and about 50lbs so we can try to hand dump them, and all customer containers are used at their own risk.  Due to the size and overweight of this container, it was not able to be retrieved when it broke and fell in the truck.  We do provide a one time courtesy credit that would replace an allowed 30gal container.  If the customer would like to rent a container from us moving forward, we can waive a couple months of rental to work with them.  They will need to contact our office to set that up.

• Initial Complaint

  Date:03/22/2023

  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.

  The date on bill 3-15-23 Amount due ***** Container was pickup on the same day of last pickup of trash. They were out delivering trash can at the same time. I do not owe them *****. This happened at least 3 months ago.

  Business Response

  Date: 03/23/2023

  The customer called to close the account and was reminded at that time of the $** fee to have the container picked up on the last day of service.  This is picked by a separate truck.  This fee is also disclosed when we set up the account on the phone, in the new customer information that is sent out, and on each of the invoices.  The final balance is correct.

  Customer Answer

  Date: 03/23/2023

  
  Complaint: ********
  
  I am rejecting this response because:your business was in the same area dropping  off carts and picking  up others at the same time. . It was not a extra trip. I should not be charges your ***** pickup fee.
  
  Sincerely,
  
  Louise ********

  Business Response

  Date: 03/28/2023

  We do understand that customers may not understand costs that are incurred on the business side, and have disclosed the charges ahead of the customer setting up an account with us.  Again, we disclosed the charge to remove the cart on the phone during setup, in the new customer info by mail, on the invoice, and again on the phone during the cancelation.  We do have to cover those costs of the service that was requested.  The charge is valid and was disclosed multiple times.  In an attempt to work with the customer we will agree to accept $** for the final balance.  Once the payment is posted we will adjust the rest of the balance from the account.  As this balance was originally billed out in December, and they have received four monthly invoices to date, payment would have to received by the end of March in order to avoid collections.

  Customer Answer

  Date: 03/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:I am not paying ** dollar because you were in the area already pickup and dropping off carts. I do not have the cart you do;
  
  Sincerely,
  
  Louise ********

  Business Response

  Date: 04/26/2023

  We have worked with the customer in good faith to adjust the balance on the account.  We have considered this case closed at this time.

• Initial Complaint

  Date:03/10/2023

  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.

  I received my bill for the months of Feb - Apr and called to have service cancelled at the end of Feb since the price had increased by almost half again what I was paying/ (went from ** to **). They pinged me because the bill was not paid. At that time I again told them I had cancelled my service. They then called at the beginning of March and after the third request to cancel, they finally did. The catch is that they still wanted to bill me for the service that I had requested to be cancelled. On top of that they are trying to now charge me for breaking a service agreement that I did not sign, and to come pick up the container. $** for the service and $** for the container pickup along with the service that I asked to have cancelled. Absolutely ridiculous.

  Business Response

  Date: 03/16/2023

  There seems to be some confusion on what the final balance covers.  We do show that the customer reached out on 2/23/23 to cancel service, with a final service date of 3/2/23.  As the customer stated, the services on the billing he received was for Feb/Mar/Apr.  There is a final balance of $***** owing for the month of service in February, and the cart pick up fee (which is disclosed on each invoice and also was advised over the phone before canceling).  There was not a charge added to the account for a broken service agreement, only the services received.  There is no refund due, as no payment was made for that billing cycle.  The balance on the account is correct and owing.  Once the $***** is paid, the account will have a zero balance.

• Initial Complaint

  Date:01/06/2023

  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.

  We had a service for trash service contract dated 01/10/2019, with the initial rate of $***** per month for commercial trash service. I was under the assumption that the price would be the same- no where in the contract did it stated there would be a yearly increase. There is an article section indicating possible "rate adjustments" due to cost of fuel, etc. However it would be notified in advance. Over the last 4 years- the price of service have been increase **% percent every year. To this date- January 04, 2023- the rate they impose to charge is $*** plus administration fees- in total $*** per month. From the initial date 01/10/2019 to 01/04/2022- not even 3 years- they price gouge the service fees up to ***%. Again, the company failed send any notification or memo ahead regarding the increase in price. I called and talk with the sales rep - Kyle ***** and asked to terminate our service because of this unethical and unreasonable price raising- in addition to that they breach the contract and did not notify us of the increase ahead. his response was due to "inflation" they had to raise the price. Inflation started not even a year- waste connection have been raising the rates **% every year. Cost of living increased up to 8%- not ***% from 2019 to 2022.

  Business Response

  Date: 02/08/2023

  Business Response /* (1000, 8, 2023/01/27) */ This is a business account for which the customer signed a contract with allowances for rate increases due to disposal, fuel, materials and operation costs, etc. Those costs increasing may result in increased charges for services without further notice, as the customer agreed as such when they signed up for services. With these costs soaring as high as they have this past year, we did have to pass on a portion of those increases to all of our customers, in order to try to cover some of those expenses, as have most all businesses. We have reached out to the customer multiple times to try to work with her on her service and rates. The customer has not responded to us on our attempts to reach her by phone, and was not available when we stopped by to discuss in person. Our last contact was that she was under the weather, and we advised we will touch base with her next week to continue to try to work with her, once she is feeling better. We are always willing to discuss concerns and work with our customers to find a solution. The customer is currently under contract for services and we will await her response to our sales team in order to work out a resolution, or to advise on fees associated with canceling the account.

• Initial Complaint

  Date:11/05/2022

  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.

  This company charges a prepayment for services. 3 mths of service per payment. At least 1 out of every few months this company does not pick up trash claiming our dirt road is bad(even on a dry day) or a car was stalled and they couldnt get through etc...we have asked to be reimbursed for the times service is not rendered since we are paying and the company chooses to not pick up trash...they will not credit and will not come any other day but the next scheduled pick up day so we have trash piling up....phone call after phone and nothing gets resolved...if we have prepaid for service and we are not provided said service we should get a credit on our account....if we cancel service and choose to handle our trash at home they charge a ** dollar pick up fee this company is *********

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/11/17) */ This customer reached out to us after this concern was posted. We explained that this location is sometimes not accessible by our trucks due to muddy roads after rain and snow. A trash truck tends to get stuck much more easily than a regular vehicle due to the weight of the truck and the contents. If we attempt to service and are unable to reach them, we take the accumulated trash on the next service day. They are not held to the same limitations and can have extras. Due to this customer's concerns, we did work with her to close her account and we waived the cart pick up fee. A refund for the remaining services is in process and they should receive that back by the end of the month.

• Initial Complaint

  Date:09/08/2022

  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.

  I started service with Waste Connections on 1 August 2022 and had their service through 2 September 2022. Trash pickup for my area was on Tuesdays, but every single Tuesday they failed to pick up my trash. Four weeks in a row they did not pick up as scheduled. I called every week to let them know it was missed, and only one time during the month I had their service did they send someone out the next day to pickup my trash. Since it was clear they could not reliably do what they were paid for, I called to cancel and get a refund. Waste Connections bills quarterly, so I had paid for 3 months of service and received 0. Despite this, I was denied any kind of refund. On top of that, I was charged an additional $** fee for them to come pick up my trash cans. So they couldn't do their job, and I had to pay extra because of it, in addition to the 3 months of free money they were already getting. Finally, I was told I would not have to pay any additional bills aside from the $** fee, but I still received an additional bill for some prorated amount due to starting service mid quarter.

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 8, 2022/09/21) */ We had notes from the driver that the cart was not out when we came by on the service day in a couple instances. We do typically have a minimum of 3 months of service and a cart pick up fee that is disclosed upon starting service. We will waive the service fees, including the pick up fee, and refund the initial payment made on the account. Please allow up to 2 weeks for this credit to reflect back on the card used to make the payment. Consumer Response /* (2000, 10, 2022/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company's response aligned with my desired resolution.