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Business Profile

Garbage Removal

Waste Connections of Wichita

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garbage Removal.

Complaints

Customer Complaints Summary

  • 21 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:08/03/2022

    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.
    We have trash and recycling service with Waste Connections, the pick up day for recycling has always been on every other Thursday, since we signed up with them about 2 years ago. A few weeks ago they did not pick up the recycling so I called to let them know, they stated they were not sure why it was not picked up and at first stated recycling pick up was on Mondays, I said "No trash pick up has always been on Mondays but recycling has always been on Thursdays" , the lady said "hold on let me check on that" and then came back on the line and said " Yes recycling pick up is on Thursdays and verified the date of the next Thursday recycling pick up. So sure enough they did pick up the recycling the next Thursday so I thought the issue was resolved. So last week the recycling was again not picked up so I called again and the lady I spoke with ( I called ************ on 8/2/22 at 9:59am/ same number I had called the first time a few weeks ago) this time the lady told me recycling day had been switched to Monday back in April. So I asked her why the other lady verified it was indeed on Thursdays just a few weeks ago and why our recycling has definitely been picked up sporadically since April on Thursdays ? She said " I don't know" and kept saying they mailed out notifications and made phone calls. I certainly did not receive any mail notifications, but I have received every one of their bills without fail. I also certainly did not receive any phone calls. And if that was true why have they picked up our recycling on Thursdays well past April? (It is now August.) I asked for a refund or partial refund as we have been paying for recycling and keep hauling it to the curb on Thursdays for it to be very sporadically picked up. She said there was nothing she could do and even said she had notes in her file of my previous call and had notes from the drivers stating our recycling was never out on Mondays ! Well because not once were we told they changed the day.

    Business Response

    Date: 08/26/2022

    Business Response /* (1000, 10, 2022/08/24) */ Response in regards to the recycling day change. We did roll out a day change a few months ago that included postcard notifications, as well as notices on our Waste Connect app, and other email/call notifications that customers can/have signed up on our website. This allowed us to match the trash and recycling days in this neighborhood. We apologize from any misunderstanding on this matter. We will extend a credit for half of this billing cycle for the recycling service. This will show as a credit toward the next bill that goes out. Consumer Response /* (2000, 12, 2022/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for acknowledging the issue, please make sure for future reference all of your employees are on the same page so when customers call they will get an accurate answer no matter who they speak to. It was very frustrating having to call more than once due to being told apparently incorrect information the first time around. Also it would be very helpful if notifications of any changes are included with the bill that is mailed out , as I've received every bill but never received any mailed correspondence regarding any changes and also have no record of any phone calls. However I do appreciate the partial refund and response. Thank you.

Waste Connections of Wichita is NOT a BBB Accredited Business.

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