Complaints
This profile includes complaints for Waste Connections of Missouri's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 54 total complaints in the last 3 years.
- 16 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/13/2025
Type: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 am filing this complaint due to Waste Connections repeated failure to provide proper trash pickup service over the past two weeks. Due to snow, our regular trash pickup was delayed, and today was the day they were supposed to collect two weeks' worth of garbage. In preparation, I securely packed my trash into one bin, reinforcing it with wood and tape to ensure stability. Their drivers do not need to exit their trucks to collect trash because they use automated arms. Despite this, the driver refused to empty my bin, claiming it was stacked too high and would fall if lifted.When I contacted customer service, I was told they would not return to pick up my trash until next week, meaning Ill be left with three weeks' worth of garbage. Meanwhile, my neighbor had six bins, and their trash was collected without any issues. The driver extended the trucks arm multiple times for their bins, but he refused to lift my single bin. This reflects a lack of effort, customer care, and accountability.I am extremely disappointed with the service provided. As a paying customer, I should not be left managing excessive trash due to your companys refusal to do its job. I went out of my way to ensure the trash was secured to avoid the driver having to lift bags by hand, and yet my bin was ignored.I am requesting that Waste Connections come back to collect my trash immediately and review their policies for addressing weather delays. The companys current approach is unacceptable and reflects poor service. I am hopeful that Waste Connections will resolve this issue quickly to avoid further escalation.
Business Response
Date: 01/14/2025
We cannot safely empty the cart the way it is. Customer was advised that bags need to be next to the container and not tied to the container. We will take all trash on the next scheduled pick up day as long as the excess trash is next to the container as requested.Initial Complaint
Date:01/13/2025
Type: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.
1/13/25 I have not been able to take trash out for 5 days they said they cant get to the trash can however they can. They sent a picture from up the hill showing they cant get to it when there is plenty of room. I have a business to run they want to charge me for them doing nothing. I have the picture they sent me and a better one I took but I cant attach it if you want to see it let me now how to send it.Business Response
Date: 01/14/2025
The parking lot wasn't cleared enough for the driver to safely service. This was dumped today and excess trash cleaned up.Initial Complaint
Date:12/30/2024
Type: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.
They did not pick up my holiday trash as they usually did in the past 22 years I have been residing in my home, when I called the customer service *** stated that I would have needed to call and request a holiday trash pick up, which was never a problem before. I have not received any letter of the changes to their policy for this and have never had to call before.Business Response
Date: 12/30/2024
Hello, You are being billed for 2 carts and we emptied both. Anything over the 2 carts requires a prepayment and needs to be scheduled prior to your pick up day.
Thank you.
Initial Complaint
Date:12/27/2024
Type: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 trash was not picked up as scheduled. This is the forth time this happened. I want a refund for this day 12/27/2024 I did not receive my paid service. They will not come back to pick up the missed trash until the next pickup time. I will now have to purchase items to hold the current trash in until the next period.Business Response
Date: 12/30/2024
A review of the camera footage shows that your trash was emptied Saturday. We were delayed a day last week due to the holiday.
Thank you.
Initial Complaint
Date:10/11/2024
Type: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 trash service with this company around August 28th, 2024. I paid fees for the rest of the year to have my trash picked up. I was informed that my trash days were on Thursdays. I have had to call every week to have them come get my trash because they never come to collect it. It took almost 3 weeks to get cans. There has not been a time where they have come on schedule without me having to call. I even had to speak to the truck driver while he drove around looking for my house.I have had this company for years at my old house and even there, they would miss pickups for a dumpster I had. I have gone weeks at a time where my trash does not get picked up. I want a full refund and to have my service cancelled so I can use that money to pay a new company that shows up on time every week.Business Response
Date: 10/16/2024
I apologize that you had so many service issues. I canceled your account as requested and refunded your account, I have entered a work order to have your cart removed.
Thank you.
Initial Complaint
Date:08/01/2024
Type: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 am your customer, ***************************, residing in *****************************************************************, H34303430313433**3833H *****. I am writing this letter to report the following regarding yard H323835**30**33353137H collection.Today, the H3731******3732**H Connection&#**;s collector assigned to collect my yard H323835**30**33353137H in 1289 ***************************************, H34303430313433**3833H ***** picked up 1 paper bag of my yard H323835**30**33353137H, but did not empty the 20-gal plastic can (marked Yard H3731******3732**H) that contains grass and very few small dead branches.Around midday I contacted your customer service and they told me that the container (i.e., plastic can) is overweight. The container is not overweight because the amount of grass that holds it is far less than the usual paper bag for yard H323835**30**33353137H. For years, previous yard H323835**30**33353137H collectors emptied the same plastic can without any complaints or problems.Also, your customer service told me that the container (i.e. plastic can) will be picked up in 1 week. In less than a week the grass in the plastic can will be decomposed leading to putrefaction causing unpleasant odors and attracting insects which is a health hazard for my neighbors.I request you to have a look at the present situation and arrange for an immediate solution.Your prompt action will be much appreciated.Business Response
Date: 08/01/2024
If the driver tags the cart as being too heavy, it will need to be off loaded into a second container. The driver's safety, and the potential of an injury, is something we take very seriously.
Thank you.
Customer Answer
Date: 08/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:07/10/2024
Type: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 trash company will skip over your home, dont pick up your trash even if you pay your bill. Find any reason not pickup your recycling so sorry to say it but with them being your trash service provider they make sure your recycling efforts are completely wasted no need to recycle. As a matter of fact. Any area they service don't live there. They pick and choose who they service and they'll cancel your account if you call in on them to complain so that's why there's so many complaints here on the BBB. Today I called them to complain once again but this time bc they stole my trash bin I bought on ******** market I've had this bin 6 plus yrs. They took it said it's theirs when I asked them to check on my account to see where I ordered from them a trash bin only to prove that I was telling the truth that that bin is mines she couldn't find where I ordered it from them she said well we could charge you a back charge for us picking up 2 bin since you've been putting out 2 bins all these years I said they've been harassing me by not picking up my trash a form of discrimination singling me out not picking up my trash let along picking up two so you can't charge me so then she says how about I just cancel your whole account yeah I'll just cancel your whole account since we are the only trash company in your whole town you'll be responsible for handling your own trash yeah so now your account will be closed and I'll contact your county letting them know I said close my account because I called in to complain that you stole my property and skip over my home. Then when I called back to get the next person to ask to speak to a supervisor this lady had me on hold for so long it was ridiculous and when she finally came back to the phone she said no supervisors were available and that she'd send them an email saying to give me a call didn't care to ask what the issue was or even want to know and when I told her she was just as cold and evil as the first they are all the same.Business Response
Date: 07/15/2024
The District Manager and the Office Manager both spoke with the customer today about the issue and it has been resolved.Initial Complaint
Date:07/09/2024
Type: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.
They never actually pick up everything. Even when its items they claim they should pick up. They throw trash around everywhere including broken glass and always have an excuse as to why pick *** are missed. Including rain! Never had this problem with out town trash. Very big disappointment! Never use them if you can avoid it.Business Response
Date: 07/15/2024
There aren't any notes on this account to indicate there are service or billing issues. This is a contracted area and the guidelines are specific to this municipality.
Thank you.
Initial Complaint
Date:06/05/2024
Type: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 pay for once a week service today 5/4 /24 I called them they said they would get it next week not willing to pro rate bill this is second time they have done this in last six months last time they said because of weather which I understand this time driver was sick which is not my problem they charge over hundred forty dollars every three and just want to say sorryBusiness Response
Date: 06/06/2024
I apologize for your inconvenience and have issued a credit of $37 for this weeks' missed pickup.Initial Complaint
Date:05/15/2024
Type: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 Connections ahs missed four out of the last seven trash pick *** on our block and all seven of the last seven recycle pick up days.Business Response
Date: 05/16/2024
Your account has been credited and a driver will have this cleaned up today. We will make sure this doesn't continue to be an issue.Customer Answer
Date: 05/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************************
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