Complaints

This profile includes complaints for Waste Connections of Missouri's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Waste Connections of Missouri

  196 NW Industrial Ct Bridgeton, MO 63044-1276

  
• 

  Waste Connections of Missouri

  2629 Chouteau Ave Saint Louis, MO 63103-3012

  
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  Waste Connections of Missouri

  12581 State Highway H Richwoods, MO 63071-2385

  
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  Waste Connections of Missouri

  685 W Gravois Rd Saint Clair, MO 63077-1940

  
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  Waste Connections of Missouri

  281 Rambler Dr, Cpe Girardeau, MO 63702

  

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:06/05/2025

  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.

  I have been trying to get my dumpster replaced since October 2024. It is rusted out on the bottom with large holes in it. Trash falls out on the ground. A trash bag is stuck in a rusted out area in the front and it looks awful. I have called 3 times. I get the run around that they are low on dumpsters and trying to get them repaired. The price has doubled since they bought out **** and Petes business. I continue to pay full price of $99.55 per month for this service and it needs to be handled with a replacement dumpster immediately.

  

  Business Response

  Date: 06/09/2025

  Hello,

   

  I apologize that your container has not been swapped out yet.  I have escalated this and it will be completed this week.

   

  Thank you.

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:05/28/2025

  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 is the worse trash company I have ever dealt with. They dont pick up trash unless its in a bin and even then theres no guarantee that they will pick it up. Once again, they only emptied one of my bins. If its not positioned just right, if there is a car parked on the street next to my bins, they wont pick up my trash. (Like I have control over who parks on the street.) They are just too lazy to get out of their truck to pick up the trash. And if god forbid there is trash not in my bin, they wont pick it up. There is nothing I can do because they are monopoly.

  

  Business Response

  Date: 05/29/2025

  Hello,

   

  I apologize that you have had issues with the trash being picked up.  I had it picked up today and I have addressed this with the Operations team.  This should not be an issue going forward.

   

  Thank you.

• Initial Complaint

  Date:05/27/2025

  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.

  a continuous, and reoccurring problem getting Waste Connections to pick up yard waste. Company's customer service personnel use company default answers not based in fact. For instance "the reason your trash was not picked up was the receptacle was not placed at the curb" . So the customer service person puts in a request to transportation department for a review of the camera on the route truck to see if the can was on the curb when the truck went by (and since it is confirmed it was on the curb when the truck went by) usually the company sends out another truck to pick it up. As I have a Friday pick-up schedule, when I call in and say the pick-up was missed it is usually too late for a truck to be sent out. I have been in contact with the City of Crestwood who give me information that they had followed up with their connections at Waste Connections which promised a follow-up pick-up would occur, but Waste Connections customer service personnel deny such communication with either me or the City of Crestwood Public Works officials*************) Waste Connections offers no escalation to Waste Connections management and when asked for their efforts to hold the route driver accountable for these missed pick-**** no remedial program was mentioned

  

  Business Response

  Date: 05/28/2025

  I have escalated this to our Operations Team and will monitor for the next several weeks to make sure this issue is resolved.  I have also issued a credit for one month of service.

  Thank you.

  Customer Answer

  Date: 06/04/2025

  I did send back acknowledgement to BBB that I as the customer was satisfied with the result, however there are facts that the BBB has not included with the investigation of this complaint.

  1. Waste Connections not only gave a refund for the missed pick-up, but 2 days after the failed pick-up, sent a truck and crew to pick-up not only my missed yard waste but the missed yard waste for the entre ****** ***** Ct. customers. ********************************* said the pick-up was arranged due to their email communications with Waste Connections. I am uncertain whether it was due to ********************** efforts or due to efforts of the BBB.

  2. *******, Waste Connections Customer Service Supervisor, said she would monitor the yard waste pick-up team for six weeks to see if there were any further missed pick-*** for my yard waste or for other customers living at *************************

  3. Several Waste Connection "default" answers appear to ignore customer complaints - a. driver says container was not at curb is one, which might work except it does not explain why the neighbors on ****** ***** Ct. were all not picked-up. Such "default" resolutions have been shown to be false once the customers have asked ********************** *************************** to review the camera footage of the driver on this route.proving the containers were curb-side prior to the driver making his pick-up.

• Initial Complaint

  Date:05/12/2025

  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 called the business to inquired about why only one of my two trashcans were emptied, when they usually empty both, and I was told by a *** that in Feb 2025 they send out quarterly notice that in order to have two trashcans picked up that it is an extra $15, I informed her that they have been picking up both my trashcans, but it has suddenly stopped and only one of them are being emptied, she then tells me that I would need to pay the $15 today in order and they would pick up the one that was not emptied until Monday, which I feel is unfair, when the trash truck was on my street at the time. I don&#**;t feel that if I pay the $15 today, that I should have to wait till next week for it to be picked up.

  

  Business Response

  Date: 05/12/2025

  Hello,

   

  Basic service in your area includes one 96 gallon cart for trash and one 64 gallon cart for recycle. In order to have a second cart picked up weekly there is an additional fee of $15 per quarter.  Please let us know if you want the second cart added to your account or if you would like the second cart removed.

   

  Thank you.

• Initial Complaint

  Date:05/08/2025

  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.

  I started paying for trash/recycling services to begin on 4/28/25. Since I do not have trash/recycling receptacles, I was instructed to place the items to be picked up on the curb. Trash and Recycling get collected on Thursday. Wednesday evening (5/7/25) I placed my trash and recycling out as instructed. This morning (5/8/25) i noticed my recycling wasn't collected but the rest of my neighborhood's was. I called Waste Connections promptly at 8am when open to inform them of this error. An employee of Waste Connections told they would send a truck back to get the recycling. When I returned home from work at 5:20pm the recycling was still at my curb. It was after hours for Waste Connections to take my call so I left a message. I am paying for a service that was not fulfilled. I called immediately after noticing the error to remedy the situation. Even after Waste Connections was aware of their mistake, my service was still unfulfilled.

  

  Business Response

  Date: 05/09/2025

  I apologize that your recycle wasn't picked up.  I have a driver picking this up today and will escalate the work order to have carts delivered.

   

  Thank you.

  Customer Answer

  Date: 05/09/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  *** *********

• Initial Complaint

  Date:05/07/2025

  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.

  Recently, we were told that we would be receiving new trash containers. They dropped off the containers and I received the wrong size. Filed a work order to get it swapped out. I was told to leave the other out on the curb to get it swapped out. No time frame was given. I left it out for two days and called back. I was then informed that it can take up to a week and a half to have it swapped out and that I should leave the wrong trash container out at the curb that whole time (except weekends) during that possible week and a half. No specific time frame was given to put out the trash can (not even a 72 hour span) I said thank you and am filing a complaint here. After two phone calls and an email about this specific matter (to the city), I am getting a third party involved.Further, I am not sure I can leave out my trash container for that long and not receive a complaint from my neighbors that I have left my trash container out for a up to a week and half. Also, I am not sure why I cannot be given a more specific time frame? Regretfully, despite some efforts on my end, this was not resolved. I hope for better customer service in the future.

  

  Business Response

  Date: 05/08/2025

  Hello,

   

  I realize this is frustrating, but we have communicated the plan with the City of ********** from the very beginning.  Our focus is to get everyone a cart and then we will swap out the containers for residents that request a smaller cart.  This will be accomplished by the end of May.  Please keep the cart placed where it can be seen from the street (in front of the garage, next to the house, etc) and we will have this swapped out as soon as possible.

   

  Again, we appreciate your patience.

  Customer Answer

  Date: 05/12/2025

  Complaint: 23299926
  
  Though I appreciate the response from Waste Connections I am respectfully rejecting it.

   

  In their response, it iwas ndicated there was a plan all along. My conversations with the city, however, conveyed there was a response plan being decided and worked out on making right the wrong containers being delivered to the different houses. If there was a plan all along, why develop a plan in response to the mistakes? Many customers understand plans can change and mistakes will be made. But saying it mostly went as planned (If I read that correctly) is, IMHO, bad PR.

   

  Another reason I reject the explanation here on BBB is it seemly conflicts with the public statement and apology for the poor performance by Waste Connectiond delivering the new containers. 

   

  The last reason I respectfully reject the response is that no plan (either here or publicly) has been outlined on how customer service will improve in the future. For example, "the employees who delivered the containers are being ret-rained." Or " the third party company we hired to deliver the containers we will not be using in the future." Something like that has not been announced. If it has been announced, I would appreciate a link so I can see it. If not, I invite Waste Connections to give one here. 
  
  
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:03/05/2025

  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.

  Canceled my services with them in early December due to continued price hikes and repeatedly missing pick **** Sadly I had failed to cancel my services with them before the next billing cycle (Jan-March) was charged via auto-payment. I called a few days after being billed. No worries, I just asked for a refund. They said a check would be there sometime in January and for me to put my trash can out for them to collect within 30 days. Fast forward to the end of January and no check and my can is still awaiting pick up. I call again and we are told that they will process the check again and send it out since someone must have forgot to file our return. Once again I was told to wait 30 days for the check and that the trash can would be picked up soon. A month later my trash can is still sitting outside awaiting collection. Its been sitting there for 2 months now, which is a violation of my HOA. They refuse to tell any particular pick up time/date so I can't just leave it inside until pick up day. I still have no check. Upon calling today they claimed my can was already picked up and that a return had never been filed. They assured me again it will mailed out, just have to wait another 4 to 6 weeks. When asked if return can be deposited electronically I am told no because "I canceled my account and there is no way to do so". When asked about going to their office to pick up the check and drop the trash can off myself I am told I cannot. Apparently there is no location to drop off the can. And apparently there is no office to go pick up a check. These are obvious lies ive been told time and time again. The company has no interest in paying me back the money they owe me...AKA they have stole my money. Horribly company

  

  Business Response

  Date: 03/05/2025

  I apologize that your cart has not been removed and your refund has not been processed.  I reached out to the site manager to make sure the cart is removed as soon as possible and will have him call the day prior so that you can make sure it's out.  I have personally processed the refund and you should receive your check by the end of this month.  Thank you.

• Initial Complaint

  Date:02/22/2025

  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.

  2/19/25- waste connection delayed pick up ( notified via email) due to weather, despite the fact that roads were clear for traffic the next day.2/20/25-the day waste connection was supposed to pick up our trash, and they did not.Notified that WC missed the delayed pick up, they responded ( we will pick up, on Tuesday the normal p/ u ****** the meantime my garbage is building up ( 1 can), and WC won't pick up bags not in cans ( garbage collection service won't pick up bags not in cans?..?...?)This "garbage collection service" is far more inconsistent than consistent, this has happened all throughout the Holidays, and practically every other week, they really need to consider another "service" because they **** at garbage collection, perhaps snail mail, at least they would be consistent!

  

  Business Response

  Date: 02/24/2025

   

  We were unable to service due to weather.  The safety of our drivers as well as others on the roads is our number one priority.  We do take extra bags or cans of trash next to your container whenever we are unable to service.  A call blast went out with this information, our app WASTECONNECT was also updated as well as our ******** page.  We apologize for your inconvenience.

   

  Thank you.

  
  

• Initial Complaint

  Date:02/04/2025

  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 have paid my bill on line with the business third party payment system who processed my payment incorrectly and sent my payment to ***** when I reside in Missouri, and I provided my address when I submitted my payment, I also have a voicemail recording from their 3rd party payment company to call them back to get it straighten it out, which I did and now they are telling me it needs to be reviewed by someone higher up. This has been an inconvenience because my trash has not been picked up due to their mistake. When I contacted Wasted Connection, they tell me in order to have a driver turn around to pick my trash up, I would need to pay $30 to turn around and come to my home, which is not my fault, but their 3rd party payment system. And they also refused to provide me a refund for the convenience fee.

  

  Business Response

  Date: 02/04/2025

  We do not use a third party to process payments.  Payments go to our lockbox in ******, ***** and are processed the day they are received.  Your December 1st invoice is past due and service has been suspended.  Prior to the suspension, you received an invoice, a reminder invoice and at least 2 robocalls letting you know your account was past due.  As was explained, the account will be restored once your payment has been received.

   

• Initial Complaint

  Date:01/14/2025

  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.

  Waste Connections has continually broken there contract for the past couple of years by NOT picking up trash and not rescheduling a pick up within a timely manner. They never offer a reund for the non picked up trash and they never follow through with any thing that they say on the phone or via voicemail. This county contract is ******** government overreach. I want my subdivision out of this county contract.

  

  Business Response

  Date: 01/15/2025

  Unfortunately we weren't able to get caught up with 2 snow events in the same week.  We will have your trash picked up this coming Friday and will take all extra at that time.  

   

   

  Customer Answer

  Date: 01/15/2025

  I am writing to formally address the ongoing issues with Waste Connections service since becoming part of the St. Louis County mandated trash pickup. These persistent problems represent a clear breach of contract and have caused considerable inconvenience for my household and all the households that are in the Waste Connections contract.
  Over the past few years, your company has continually failed to provide reliable trash collection services. Specifically:
  Missed Pickups: Waste pickups have been repeatedly missed, leaving us with no option but to store waste for extended periods.
  No Makeup Days: When pickups are missed, your company has informed us that there will be no makeup day, forcing us to wait an additional week for the next scheduled collection.
  Extra Trash Workorders: After waiting an additional week due to your missed service, we are then required to call and submit a work order for the extra trash, even though the situation arises entirely from your failure to fulfill your obligations.
  This level of service is unacceptable and is in violation of the terms under which we are required to utilize your services. Furthermore, the lack of proactive resolution or compensation from your company exacerbates the issue, leaving us to bear the burden of your failures.
  I request the following actions be taken immediately:
  A formal acknowledgment of the breach of contract and an explanation for the repeated missed pickups.
  We want out of the trash contract or Waste Connections should be removed from the St. Louis County Trash companies that are in the contract.
  A revision of your current policy to ensure timely makeup pickups are scheduled when a service day is missed.
  The removal of any requirement to submit work orders for extra trash when the missed service is due to your companys failure.
  A review and adjustment of our billing for the periods during which your services were not rendered as agreed.
  You have given me no choice but to escalate this matter to St. Louis County officials and the BBB.
  I look forward to your immediate response and a resolution to this matter.
  

  

  Business Response

  Date: 01/17/2025

  Please provide a service address so that we can investigate further.  We typically don't offer credit if the issue is weather related as we have no control of that.  We will pick up all extra trash bags placed next to the cart on your next scheduled pick up day.

  Customer Answer

  Date: 01/17/2025

  the service address is 3097 Cambridge view Ct., our entire subdivision is dealing with this and I am on the ********* for our subdivision.  

  Service address: 

  3097 Cambridge View Ct 

  St. Louis, MO 63129

  Subdivision is Cambridge View Estates. 

  

  Business Response

  Date: 01/17/2025

  Hello,

  We weren't able to safely service this route last week due to two snow events.  All trash will be picked up this week.

   

  Thank you.