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

  355 Paul Ave Saint Louis, MO 63135-2760

  
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  Waste Connections of Missouri

  2320 Creve Coeur Mill Rd Maryland Heights, MO 63043-4207

  
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  Waste Connections of Missouri

  12581 State Highway H Richwoods, MO 63071-2385

  

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:07/24/2023

  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.

  Waste Connections offers residential customers ******************* according to their website."If you have a bulk item for pickup, call our office and we will send a truck to your location. ? Examples of bulky items would be: water heaters, washers, dryers, furniture, etc. Please confirm pick-up date before placing an item at the curb."I scheduled a bulk pickup for a plastic storage (deck box - 52"h, 54"w, 32"d) for Thursday 7/20 (received confirmation email from WC confirming pickup)Driver didn't show up, no call or email from WC. I called customer service at ~ 4:00, (spoke to ******) who told me the driver would be out today yet, or tomorrow (Friday)When no one came by ~ noon on Friday, I called customer service again. (spoke to ****** again) who assured me that we were on schedule and a driver would be by to pick it up.At ~ 6:00 no one had picked it up again, and I called and left a complaint on the voicemail.I received an email confirmation on Sunday that WC apologizes that the item was still not picked up, and that they have a work order to have it picked up on Monday.I received a call on Monday a customer service rep (do not have her name) that said a driver was out on Friday and said the item was too big, and that I needed to break it down, or make other arrangements.I asked to speak to a manager and spoke to (****, ****** not sure name). She proceeded to tell me the same thing, and also stated that the item would need to be able to be picked up by the forks and fit in the bucket of the truck.Although they could pick up this item that way, and it would fit in the bucket. I asked her if that is how they picked up furniture and other heavy appliances (washers/driers etc.) and she told me yes This item is not too big, and is very light compared to items that they claim to pick up for bulk pickup. (washers, dryers, furniture, etc.)

  

  Business Response

  Date: 07/25/2023

  Hello,

   

  Customer was advised twice that the item he has is too big and needs to be broken down.  We are unable to take this item the way it is.

   

  Thank you.

  Customer Answer

  Date: 07/25/2023

  Complaint: 20367227
  
  I am rejecting this response because:
  

  That is the reason I scheduled a 'bulk pickup'.
  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/27/2023

  Unfortunately that is our policy.  

  Customer Answer

  Date: 07/27/2023

  Better Business Bureau:
  
  I have been working in the waste industry for over 15 years. (So that's where the passion stems)  Most of which I have been an advocate for the service providers.  Although I don't agree with how this issue was handled from a customer service perspective, the item was picked up this week.  I don't want to waste anymore of our time with this back and forth.  We both have bigger issues to deal with, so let's put it behind us.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/19/2023

  Type:Order 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 failed to pick up my yard waste 7 times during the last 10 weeks. I have paid for this service and they have not provided it. They have a contract with the City of Wildwood and I am not allowed to hire a different trash collection service. Waste Connections knows they are not servicing my address because they leave automated phone messages saying that they are not coming to pick up the yard waste. They have not offered refunds.

  

  Business Response

  Date: 07/20/2023

  A credit has been issued a refund will go out in August.

   

  Thank you.

  Customer Answer

  Date: 07/20/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:  This company has told me on several occasions over the years that they will issue credits for missed trash collection service.  They have never followed through on it.  I would like to know the amount of the refund they plan to send and how it was calculated.  Does it reflect missing nearly 2 months of collections?
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 07/21/2023

  The credit is for $11.71 and is for 5 weeks of yard waste.  Please call our office at ###-###-#### for further information.  Thank you.

• Initial Complaint

  Date:06/20/2023

  Type:Customer Service 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.

  Location: ****** ***** ******** ************ ********* ** *****  When we moved here, I bought trash cans from *****'s. The second week we lived here they had cracked my lids and threw away my cans and got rid of my lids. They didn't empty them and they said it was a 50 pound weight limit. I asked if they could replace my trash can that they broke. He said we can send an extra can out for an extra $3.00 a month. He refused to replace my lids and can.
  
  I would like for them to replace my lids, 32 gallon can and to pick up my trash.

  

  Business Response

  Date: 06/20/2023

  Hello.  We cannot empty your trash because the cans are well overweight.  As far as the container and lids, we cannot replace them as we aren't aware that we caused the damage.  You can rent a cart for an additional $3 per month ($9 per quarter).  If you're renting a cart from us and it's damaged, it will be replaced at no charge.  Thank you.

• Initial Complaint

  Date:06/05/2023

  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 a horrible company. They don’t pick up your trash if there is a car on the street (not my own) and they will not leave their truck like most trash companies do to pick up the bin. This is a recurring problem. Last week they promised us multiple times that they would pick up my two overflowing bins but they did not. We were promised 100% each day ( Thursday, Friday and Saturday) that they would pick up the bins but they did not. There is no excuse for that. We even spoke to the supervisor and she promised 100% that the trash would be picked up on Saturday and IT WAS NOT. I would hire a different trash company but I can’t. This is a monopoly. My biggest pet peeve is people who say there going to do something and they don’t it. This awful company is an example of that.

  

  Business Response

  Date: 06/06/2023

  All of our routes are automated.  If the arm of the truck can't reach the container because of cars parked in front of the trash, we can't pick up.  The pricing per the contract is based on the number of homes allowed to be serviced per hour.  We can't have drivers getting out at every blocked stop-this defeats the purpose of having an automated route.  Once a week you need to make sure that we have access to your container.  

  Thank you.

• Initial Complaint

  Date:04/13/2023

  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 have Waste Connection of Missouri service. My garbage and recycle pick up is on Wednesdays. Both cans were provided to me by Waste Connection. Persistently for approximately the last 6-7 months, my trash is picked up but not my recycle can. I call every time and their representatives say they are entering a reminder or missed pick up to go to the driver and the driver will pick up that same evening (they have until 6PM to pick up) or the next day. Most of the time they don't pick on Wednesday evening or Thursday, like today. I've been given so many excuses- new driver, people out sick, behind on garbage pick up so not collecting recycle. I've even been told my recycle can is not the right color so the driver passes by it, although it is the can they gave me and has Waste Connection and Recycle written on it. Per the Waste Connection rep I should have a gold top can, not a gray top. Reminder-I still have their can that they provided to me with their name on it! They told me about 4 months ago they would deliver a gold top recycle can to me. No can has been delivered. It seems this corporation may be negligent with recycling. My desired solution is to consistently have trash and recycle pick up on Wednesdays as I pay for with the right can without having to call the company every other week to remind the driver to pick up my waste.

  Customer Answer

  Date: 04/29/2023

  The problem persists. On Wednesday 4/19 my recycle was not picked up again. I called on Wed was told it would be picked up on Wed evening or Thursday. I wasn't, I called back on Thursday.  I was informed by *****, a manager, that they hired new drivers and that my recycle would now be picked it.  My recycle was picked up on Friday.  This week Wednesday 4/26, again my recycle wasn't picked up. I called and was told order was placed for missed pick up for Thursday. It wasn't picked up. I called back on Thursday, I was told it would be picked up on Friday.  On Friday, I called when it wasn't picked up and I was told "the driver supervisor himself was driving and going to pick up my recycle".  It was not picked up. 

  At this point, I am requesting a credit for 3 months of service as the recycling service has not been picked up consistently for the last 6-7 months.  This is retribution for all my time and effort in calling nearly daily to get a service Waste Connection is obliged to provide and hasn't   Thank you.  

  

  Business Response

  Date: 06/01/2023

   

  I apologize for the repeat misses on your recycling.  We have been short handed and customer service has been putting work orders in.  I just spoke with our dispatcher and we will have this cart replaced tomorrow.  

   

  Thank you.

   

   

• Initial Complaint

  Date:03/17/2023

  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.

  The Company has often not picked up my recycle. Most recently they missed the pick up on 3/10 and 3/17. I have made several calls and emails to the company. 4 different times in a week they have PROMISED me a pickup up, including for today 3/17/23. Waiting for these pickups, bins get blown over and recycle is blown all over the neighborhood.

  

  Business Response

  Date: 03/20/2023

  Hello,

   

  I apologize that there have been issues with getting your recycling picked up.  I will have this picked up today and will put in reminders for the next couple of weeks.  We have been experiencing driver shortages and are doing everything we can to get everything these issues resolved.

   

  Thank you.

   

   

  Customer Answer

  Date: 03/21/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:   They did not pick up my regular trash this morning!   I need them to pick up both the recycle & the regular trash when they are supposed to & I need them to do it consistently.  They have been missing pick ups frequently and then they don't tell the truth when they say they will pick up the missed pick ups.
  
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:03/02/2023

  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 had a previous complaint about this trash co. About how they never brought me a trash can when I started services with them. Then I cancelled and they took over 2 months to refund my money. Now, 2 weeks after they refunded me my money, they stupidly delivered me a trash can. This is now 3 months AFTER I cancelled their services. I Called them immediately and told them to come back and get it and they said they dont know when they can get back. It has now been 3 weeks and the stupid trash can is in front of my garage for them(they asked me to leave it out so they had access to it). But with the weather, wind, and rain, we have had to retrieve it from down the side hill twice already. This company is a joke and should be shut down. The neighbors have this company, they pick up their trash once a week- so they need to get their trash can from us!! I have waited 3 weeks- this is ridiculous

  

  Business Response

  Date: 03/03/2023

  The cart will be removed within the next 7 days.  I apologize for your inconvenience.

   

   

  Customer Answer

  Date: 03/03/2023

  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.
  
  

  I just want other consumers to see how ridiculous and unprofessional this company is to deal with.

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

• Initial Complaint

  Date:02/22/2023

  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 paid $73.26 for service 04/01/22-06/30/2022 charged to ******* *** ****** ****. See ******* *** statements Feb. 11, 2022-Nar, 13, 2022 and Mar. 14- Apr. 12, 2022. See enclosed Copy of statement from ******** ****** ***** Showing this was paid on 03/28/2022 On 07/01/2022 they again charged me $73.26 for service 04/01/2022-06/30/2022 and $73.26 for service from 07/01/2022-09/30/3033. See Account #054157296 audit enclosed. The total I should pay for year 2022 is $58.21 + $73.26 +$133.33=$264.80 The next $77.76 that I paid should be for 01/01/2023-03/31/2023. On 02/10/2023 I paid $77.76 for service 04/01/2023-06/30/2023. See letters enclosed dated December 04,2022 September 7, 2022 and September 28,2022. They have stop service to my address. Acknowledge that my account is paid until 06/30/2023 and resume service to my address.

  

  Business Response

  Date: 02/22/2023

  I have spent quite a bit of time trying to explain to Mr ******* about the payment that was returned in April (see attached).  We do not bank with ******  Typically when we receive a notice like this, it's because the customer disputed his payment.  The money was taken back from ***** ***********.  The payment that was returned came off  card ending in 7666.  On June 2, 2022 Mr ******* paid $133.33 which paid him through September 30, 2022.  We billed him on September 1st for October through December and that payment was made on September 2nd.  On December 1st we billed for January through March and that payment was made on February 16th.  Mr ******* is paid through March 31st and will be billed again March 1st for April through June.

• Initial Complaint

  Date:02/09/2023

  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 use Waste Connections Of Missouri for our trash pickup service. Numerous times they have missed picking our trash up & will not credit our Account. When you pay for a service & don't receive it, shouldn't you be credited?

  

  Business Response

  Date: 02/10/2023

  Good Morning,

   

  When we are unable to provide service due to weather we typically don't issue credit since it's out of our control.  Instead of credit we take all additional trash on your next pick up.  A review of your account does reflect that all trash has been picked up.

   

  Thank you.

  Customer Answer

  Date: 02/10/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:02/06/2023

  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.

  The trash truck driver left a note on my receptacle 3 weeks ago stating, I need to put the can at the curb, not halfway up my **** driveway. I complied and put it 6 inches from the road at the end of my driveway. The following week it was picked up. Then the next week it wasn't. I checked my security cameras and he picked up my neighbors trash and looked at mine and got back in his truck. When I called the company today I spoke with ***** (who was very rude from the time I said hello). She sided with the driver and said put your cart where he says. She also said I was lying about the note he left. When I asked if I would get a credit to my account for the week missed, she said NO, It's not our fault you don't know where to put your cart! I then asked to speak to her supervisor and she said I'll one call you and hung up on me!

  

  Business Response

  Date: 02/07/2023

  Hello,

   

  I apologize for the issues with your trash service and a credit has been issued.  The driver indicated that he never swore when he tagged your account.  Please make sure that the trash and recycle are at the street no later than 6:30 a.m. on the correct days and this should not be an issue going forward. As far as the phone call with ******, we'll pull the recording and address it.

   

  Thank you.