Complaints

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

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  WIN Waste Innovations

  90 Arboretum Dr Suite 300 Newington, NH 03801-7857

  
• 

  Wheelabrator Technologies Holdings Inc

  8 Viaduct Rd Stamford, CT 06907-2707

• 

  WIN Waste Innovations

  8 Viaduct Rd Stamford, CT 06907-2707

• 

  WIN Waste Innovations

  241 Route 100 Somers, NY 10589-3203

• 

  WIN Waste Innovations

  434 Harold L Dow Hwy Eliot, ME 03903

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:06/25/2025

  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.

  Customer for 2.5 years ********* to ********* for household trash ************ Waste assesses overage charges on occasion, some legitimate, some questionable. $100 for each offense. For the questionable charges, there's little justification about actual cost to the company which justifies such a large fee. "We may need to make an extra trip to the transfer station". I asked if I get a credit when my container is not full and was told no.When we had legitimate overages, that was understandable, but how many overages are charged before there is an extra trip with a truck? What is the actual cost of an extra trip? Win Waste *** did not ************* Waste increases the base price 25-30% on the contract anniversary. What is really unpleasant is that you will not know the new price in advance. On the invoice prior, they just add the phrase "this invoice may reflect an adjustment due to operational charges". They may adjust your rate down IF you ask/complain within 30 days, but if that's the case, then the "new" base rate due to higher operational costs is a BS statement.Once I was over these games, they bully me with their liquidated damages clause. It is a worded in a way that benefits them and that you cannot negotiate. I understand not wanting customer turnover, especially within the first contract year, but when I signed up, my former *** stated: "These agreement are really made for customers with $30,000 compactors... I don't think we've ever sued anyone over a simple service agreement". After 2.5 years of being a customer, to threaten with the ** clause is insulting. It's also against MGL 93A. Even with a contractual clause "allowing" this practice, it is absolutely a penalty and forces you to stay with them, even when dissatisfied with questionable billing ************ *** made it clear how Win Waste values their long term customers: "Even customers who has been with us for 10+ years through sister entities would have to pay the liquidated damage fee."

  Business Response

  Date: 06/26/2025

  To whom it may concern, thank you for taking the time to share your feedback regarding your experience with Win Waste Innovations. We appreciate the opportunity to address your concerns and clarify several points about your account and our service practices.
  
  First and foremost, we sincerely appreciated your business over the past two and a half years. We understand that you have concerns about overage charges,rate adjustments, and our service agreement policies, and we want to ensure you feel heard and respected as a valued customer.
  
  Overage Charges
  Our overage fees are in place to address instances where waste exceeds the limits outlined in your agreement. These fees help offset the additional operational costs incurred, which may include labor, fuel, equipment wear, and in some cases, additional trips to a transfer station. While we strive for consistency, we understand that not every instance is black and white. If you believe a charge was incorrectly applied, we encourage you to contact us promptly so we can review the specific details. That said, the fee structure is outlined in your agreement and is applicable regardless of the frequency or perceived severity of the overage.
  
  Rate Adjustments
  Annual price adjustments are an industry-standard practice and are disclosed in advance through a general notification line included on your invoice. These adjustments reflect rising operational costs such as fuel, labor, and disposal fees. While we do offer a process for review and potential modification of the adjustment within 30 days, this does not negate the validity or necessity of the adjustment itself. We understand that not having an exact dollar amount in advance may be frustrating, and we are continually working to improve our transparency in this area.
  
  Service Agreement and *********************************** is initiated, both parties enter into a mutually binding agreement. The liquidated damages clause is a standard contractual provision meant to compensate for the operational and financial impact of early service termination. While we understand your concerns regarding this clause, it is enforceable and has been consistently applied across all customer types. Our goal is never to bully our customers, but rather to uphold the terms of the agreement that both parties accepted at the outset of service.
  
  We recognize and respect your frustration but are holding to the terms of the agreement, we are always open to working collaboratively toward a resolution that meets the collective  needs.Long-term relationships are important to us, and we regret that you feel this has not been reflected in your recent experience.
  
  as the account has been cancelled already and the dumpster has been removed off site, we feel as though this matter is closed and the charges stand in accordance with the agreement.
  If you would like to discuss your account in more detail,please reach out to us directly.
  
  Sincerely,
  Michael 

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23513033
  

  *******, senior management, and other whom this concerns:

  I do not accept the business's response as a resolution to my complaint. 

  While you say all the nice things about wanting to work with customers like me and valuing our relationship, it's clearly lip service. I tried working with **** and *******, even offered a partial payment for the ** clause but it was rejected. We would not be in this position if the company actually did want to work together. As I've said, some of the charges were legitimate. There were two in April I questioned and asked if they could be waived. They were not. That's not working with customers, long term, very long term, or new. That's not being thoughtful. It is nothing more than empty lip service.

  **** stated service is not based on weight yet it's right there in the contract, 90 lbs per CY (paragraph 7). Which contractual clauses are going to be enforced and which are going to be ignored? I stand by my prior statements and don't file BBB complaints for fun. The company is only in this for money, despite anything they might represent in these responses or in the public realm. Their sales people will say anything to get you to sign since the statement from ***** at the start of our relationship meant absolutely nothing either.

  Win Waste's dishonest business practices will continue to be published for all potential customers to see, and your existing customers will continue to leave for these reasons. Senior management should be ashamed of their choices, and maybe they will figure it out after enough of us take our business elsewhere. These short-sighted decision will impact their employees over the long run as less business will result in layoffs.

  The company always has the ability to offer something or try to keep customers satisfied. Win ****************** made no effort to do either and that's why I'll never go back or refer them.

  
  ******* *******

  Business Response

  Date: 06/30/2025

  
  To whom it may concern,
  
  At Win Waste Innovations, we take all customer concerns seriously and work diligently to resolve issues in good faith and within the parameters of our contractual agreements. While we understand and respect the customers frustration,we must clarify that we have at no point acted dishonestly or in bad faith. Our business practices are guided by integrity, transparency, and a commitment to delivering reliable service to all of our customers.
  Our stance of working with all customers, goes back,specifically talking about *********************, to 2023. We received a customer complaint on 11/8/2023, Case # ******. The customer insisted that he was promised a ******** rate lock from his salesmen for his service that he signed up for. The customer went on to mention, that the invoice he had recently received reflected a higher amount than what he was promised and quoted. After a review of the account at that time, the contract the customer signed mention nothing of a ******** rate lock and the invoice that they received dated 10/1/2023, indicated the following Thank you for allowing us to serve your trash and recycling needs.  Your next invoice may reflect an adjustment to charges due to operational costs.  The customer received an invoice dated 11/1/2023 with the higher rate the following month. However, in the complaint,the customer used terms like generic and sketchy and asked for us to credit it as they felt they weren't " given proper notice". After much deliberation, we as a company, gave credit for the 12-month rate lock and credited the account, $183.96 to make things right, even though contractually, there was nothing proving a 12-month rate lock was actually given but we at win waste wanted to work with the customer and keep him from leaving. We again gave the customer a credited of $100.00 for an overage that took place in November of 2024 after ops made an error with the service that was done. Please let the record show, that we have consistently tried to work with the customer and provide a better experience and right the perceived wrongs. We at no time have outright refused any opportunity to work with the customer or customer(s).
  
  Regarding the Liquidated Damages (LD) clause and service charges, we do acknowledge that the customer questioned two charges in April. However, as per the terms of the service agreement the customer signed, certain fees and minimums are contractually definedincluding weight limits specified in paragraph 7. These terms are not arbitrary; they are a foundational part of our operations,clearly outlined and mutually agreed upon at the start of the service. While our team, including **** and *******, made every reasonable attempt to work toward a resolution, we also have to operate consistently and fairly under the standards set by our agreements. To be clear, Win Waste does not apply policies selectively nor do we overlook contractual obligations. When our team mentioned that service is not solely based on weight, the intent was to emphasize that various factors contribute to service pricingincluding frequency, container size, and operational logisticsin addition to weight thresholds.
  
  We regret that your experience has led to such a strong sentiment. However, we must reaffirm that our business is not only in it for the money. Like any responsible company, we operate with sustainability and efficiency in mind,balancing the needs of our customers with the obligations necessary to provide long-term service across the communities we serve. This includes honoring our contracts and ensuring consistency in how we apply our terms across all accounts.
  
  We sincerely hope that in time, the customer may reconsider their stance. In the meantime, we appreciate the customers previous business and wish them the best in their future waste service endeavors.

   

  Thank you 

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23513033
  
  I do not accept the business's response as a resolution to my complaint. I made a business decision to award them our business with respect to the representations of one of their previous employees about not taking legal actions against smaller accounts for the specific contractual clause in question. Again, if this year 1 of the contract, it would make more sense. But half way through year 3?

  As they state, there are a lot of factors at play with service, weight, operations, etc. - this makes sense. That being the case, why is an overage fee not variable based on all those considerations?

  A company can always choose if it wants to pursue fees and charges. It can also choose to waive charges, to avoid negative word of mouth, reviews, and other forms of reputational harm.

  As I am a business owner serving tenants, I have to pick and choose where I spend time every day and prioritize decisions. Leases, evictions, lost rent, rent concessions - that are all a part of my business. Just because I may have a piece of paper saying I am entitled contractually to collect rent, late fees, interest, legal charges, etc. does not mean I pursue every tenant with a balance after they vacate. I have yet to garnish wages or send someone to collections. This is because I care about my reputation and try to work with anyone who is having an issue. Tenants are customers, and they will talk to each other - keep that in mind. 

  Look at the many negative reviews/complaints here, on ******, yelp, etc. specific to your business practices. Every time a rate is negotiated or re-negotiated, it's always a new 5 year term, so if every year rates go up and every year I need to negotiate them lower, and every year I need to sign new papers, then there is never any way to escape.

  I continue to stand by my belief that any rate adjustment should be clearly stated and made in advance, with a customer not being penalized if they choose to not agree or negotiate. If I did not clearly inform my tenants about their new rent amount in advance and simply increase it some crazy % on the earliest possible date, there would be mass exodus and negative sentiment.

  At the end of the day, these decisions are being made by management, based on their goals. Of course profit is needed to run any business. Customers expect Win ****************** to earn it honestly with integrity, and in consideration of each relationship as a whole. My stance with respect to this complaint has not changed as no resolution to the complaint has been proposed.

  Best Regards,

  ******* *******

• Initial Complaint

  Date:06/12/2025

  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.

  I am trying to terminate my contract with Win Waste - They are a company that uses threats and an unconscionable contract - I did not have the second page of the contract when I signed in March of 24- My mistake was calling the company to email the first page which is the signature page back - I I did not have the second page saying it was a 5 year auto renewable agreement, that they could increase monthly charge at any time and I have to cancel via certified mail during the last 3 months - cant be before certain date or after as it will auto renew for another 5 years - no choice in the matter. They sent the 2nd page to me November 2024. They told me that I had no choice, I signed the first page and and if I wanted out it was a 6 month buyout - plus the extra monthly amount they increased plus the difference in price from one increase they said they would waive. When I called in November of 2024 I was told they would keep same price after they were trying to raise it a second time since signing. They had just sold my contract to ********, who is now the company that does the pick up. They did not honor keeping that price and kept billing me for the increased amount. ******** servicing my dumpster though Win holds contract. I tried discussing with another *** recently, they agreed to $204 per month, but for the remaining 4+ years and if I don't cancel during exact dates - it automatically renews for 5 years. I am a small 3 unit household and not a commercial business and I do not do business this way. They threaten collection and small claims court if you don't agree.. Recently they sent a contract for $204- I haven't signed because I want to terminate - I owe for June and if I have to pay that $200 - so approximately $400 - it will be $1700-$1800 to buy out because they also charge another $100 to remove the dumpster. This dumpster has been on my property for 9 years - I don't mind having a one year contract but feel the 5 year is unreasonable.

  Business Response

  Date: 06/12/2025

  To whom it may concern, 

  We first want to thank Ms. ***************** reaching out and for taking the time to share their concerns. We understand that contract terms can sometimes be complex, and we appreciate the opportunity to clarify the situation.

  Please know that Win Waste Innovations operates with transparency and in accordance with the agreements mutually executed with our customers. In Ms. ********* case, the signed agreement from March 2024 includes specific provisions regarding contract duration, automatic renewal, cancellation windows, and pricing adjustments. It also indicates on the front of the contract that Ms. ******** would receive a $75.00 Credit for the signed renewal. While we acknowledge that you may not have reviewed the second page at the time of signing, both pages together constitute the full agreement, which is standard practice and provided upon request.

  To clarify, the agreement includes a five-year term with an automatic renewal clause and outlines that termination must be submitted via certified mail within a specified window. These provisions are designed to support consistent service planning and operations for all our customers. The pricing adjustments and termination fees referenced are also consistent with the terms of the agreement.

  We want to emphasize that we are not attempting to act in bad faith or to impose unfair conditions. The terms of the contract Ms. ******** signed are in line with industry norms and are intended to protect both the customer and the company. Additionally, our team has made multiple efforts to work with Ms. ******** toward a resolution, including offering revised pricing and waiving certain fees as a gesture of goodwill. Unfortunately, the offers were not responded too, nor were they followed up on.  Conversations being had in November of 2024 and most recently on 5/7/2025, where the agent offered Ms. ******** a 20% decrease a 48-month term and a 12-month rate lock.

  At this time Win Waste Innovations will hold to the contract. Should Ms. ******** wish to proceed with the buyout option (liquidated damages and cancellation process) our team remains available to assist. We value Ms. ********** business and hope to find a path forward that aligns with their needs while honoring the terms of the existing contract. should Ms. ******** want to continue services or cancel, our care team can be reached at ************
  
  Sincerely,

  *******. 

• Initial Complaint

  Date:04/29/2025

  Type:Order 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.

  Hello, I took out a 3yr contract for 2yd dumpster on 5/23/2019 with ****** Waste. ****** Waste was then bought by Win-Waste sometime after that. The cost of this dumpster per the contract was $68/month. In September 2023, I was looking to cancel the dumpster as it was no longer needed or wanted. I contacted Win-Waste to cancel the dumpster. I spoke to and was informed by ****** Patch on 9/8/2023 that my contract automatically renewed and I could not cancel unless I paid the cancellation fees. Due to the high cancellation fee I opted to finish out the contract. ****** Patch also informed me that it was a 1 time autorenewal and they would just come to pick up dumpster at the end of the term which would be 5/23/2025. In December 2024, I received a new contract from Win-Waste for the dumpster. On December 30th, 2024 I emailed with ******* ****** stating that I am not going to continue with the dumpster once the contract is up. I was instructed to disregard the contract she sent me. She provided me with the customer care # to cancel once I was ready. I called customer care on 4/25/25 to cancel as instructed. I was then told I was unable to cancel because my contract automatically renewed and I did not send them a certified letter within 30 days. In no previous calls was I instructed that I needed to send a certified letter. I have sent them all documentation that I stated I was cancelling in December ********************************************************************************************* since the first time I tried to cancel in September 2023. Also, mislead me when I told them I was not renewing in December 2024. Also, the dumpster is now costing me $168.73/month which is roughly 150% more than the contract I signed. My desired resolution is to be let out of this contract and have the dumpster removed from my property.

  Business Response

  Date: 04/29/2025

  To whom it may concern, 
  
  We want to thank Ms. ***** for reaching out and providing a detailed account of their experience. We understand her frustration and sincerely regret any confusion or inconvenience caused during their attempts to cancel the service.
  
  After reviewing their account and the communications she referenced, we acknowledge that she first inquired about cancellation in September 2023 and was informed at that time of the automatic renewal provision. We also note that in December 2024, Ms. ***** indicated to our representative, ******* ******* that she did not intend to renew the service. While ******* advised her to disregard the new contract and provided her with the customer care contact to initiate cancellation, it is standard company policyoutlined in the original agreementthat cancellations must be submitted in writing via certified mail within a specific notice period prior to the renewal date.
  
  Unfortunately, as that certified written notice was not received within the required timeframe, the contract automatically renewed per its terms. While we understand that the certified mail requirement may not have been clearly reiterated during every communication, it is included in the contract and remains enforceable.
  
  Regarding the rate increase, please note that our contracts include provisions for periodic rate adjustments based on market conditions, fuel costs, and other operating expenses. These increases are standard across the industry and are communicated in advance.
  
  At this time, while we are unable to waive the contract terms, we remain open to working with *********

  To prove as such, our lead **** has had communication with Ms. ***** as recent as 4-25-2025 to find a reasonable solution. Which according to the phone conversation and email our leadership team has received, the most recent negotiation was a 12 month contract instead of paying liquidated damages. However, my Lead, ****, informed me that Ms. ***** has yet to actually return the contract signed. So, as it currently sits, Ms. ****** at this time, would still be held to the previous contract and liquidated damages until we receive that new 12 month contract back. 
  
  Please let us know how you would like to proceed.
  
  Sincerely,
  *******
  Supervisor
  Win-Waste Innovations

  Customer Answer

  Date: 05/01/2025

   
  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:04/16/2025

  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.

  Since Spring 2016, I have had ****** ****************** which I believe was sold to Win Waste Innovations. In 2022 and 2023, I had multiple issues with billing. Often, it would be finding out the bill is higher without proper notification before going into effect. In September 2023, I had enough and found another service for garbage disposal and notified Win Waste. I had to call for my final invoice and ask them to pick up their containers after a month. The customer service representative reviewed my account and said it was $0. Never heard from Win Waste again. In April 2025, I received a collection notice from the Eastern Account System of Connecticut for $39.98. I am frustrated because I called in October 2023 to ensure there was no final balance, and they picked up the bins so I would not be charged. I did not have any services after September 9, 2023. This is another example of the billing issues I had with Win Waste. I've called them, and they said they could do nothing. I would like this balance waived - I've already discontinued services. I have sent a certified letter to the debt agency, as Win Waste cannot assist. I cannot log back into my account as it is inactive.

  Business Response

  Date: 04/17/2025

  To whom it may concern,

  My name is *******, and I am a supervisor here at Win Waste Innovations Corporate Headquarters in **************

  I want to thank Ms. ******* for reaching out. We understand Ms. ******* frustration, and were sorry to hear about the difficulties she experienced.
  
  Wed like to clarify that when ****** ***************** transitioned to Win Waste Innovations, we made every effort to maintain continuity in service and communication. While we regret any confusion or inconvenience regarding billing adjustments, our records indicate that notifications were sent in accordance with our standard procedures and terms of service.
  
  As with any subscription type services, all cancellations take place for the end of the month. Regarding the final balance of $39.98, while we acknowledge your call in October 2023, a review of your account history shows that this balance may have resulted from a prorated charge from the cancellation or a final service-related fee, which may not have been fully processed or visible at the time of your call. Occasionally, final adjustments can post after account closure, especially if the container pickup occurred after the final bill was generated. 

  
  Thank you 
  
  

  Business Response

  Date: 04/17/2025

  To whom it may concern,

  My name is *******, and I am a supervisor here at Win Waste Innovations Corporate Headquarters in **************

  I want to thank Ms. ******* for reaching out. We understand Ms. ******* frustration, and were sorry to hear about the difficulties she experienced.
  
  Wed like to clarify that when ****** ***************** transitioned to Win Waste Innovations, we made every effort to maintain continuity in service and communication. While we regret any confusion or inconvenience regarding billing adjustments, our records indicate that notifications were sent in accordance with our standard procedures and terms of service.
  
  As with any subscription type services, all cancellations take place for the end of the month. Regarding the final balance of $39.98, while we acknowledge your call in October 2023, a review of your account history shows that this balance may have resulted from a prorated charge from the cancellation or a final service-related fee, which may not have been fully processed or visible at the time of your call. Occasionally, final adjustments can post after account closure, especially if the container pickup occurred after the final bill was generated. 

  
  Thank you 
  
  

• Initial Complaint

  Date:04/14/2025

  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 cancelled my service with WIN ************************* of 23. The finally ended my service in early July. I spoke with a *** from them in July as they had erroneously billed me. And settled my account. I have not had an email, letter or call since then. Yesterday I received a collection notice for $49 from a collection agency. Called WIN today and they said that they do I dialed me in Sept 23 to tell me I owed them money. And that their system is accurate. Which is not correct. They mismanaged bills and service once they bought out the company I originally engaged with. Which is why I and many many others in Wayland cancelled them. It has been 21 months since I have heard from them - they sold the debt on to an agency. This company is awful. I dont owe the money and they cant just show up almost 2 years later saying I do without prior communication.

  Business Response

  Date: 04/17/2025

  To whom it may concern, 

  My name is ******* and I am a supervisor here at Win Waste Innovations Corporate headquarters in *************. We thank you for reaching out. We understand Mrs. ******* frustration, and were sorry to hear about the difficulties she experienced.

  We would like to clarify a few things as I don't think the whole situation is being ***resented. After review of Mrs. ******* account and reviewing the call log from 7/19/2023 at 5:48pm, it appears Mrs. ******* spoke to one of our **** and advised them that she'd like to cancel the services. Mrs. ******* stated that she was not happy with how the transition/acquisition went, and that another smaller company was offering a lower rate than what we were at that time. After our *** explained that we did have options available to lower her rate and was hopeful to retain Mrs. ******** she declined and still decided to cancel.

  At that time, our *** explained to Mrs. ******* that as a customer, she would be responsible for the month in which she was cancelling and that the remaining portion of the quarterly invoice would be adjusted off. According to record, a 10/1/2023 invoice generated showing that $99.96 was adjusted for 8/1 to 9/30 and all that was left to pay was the month of July, which as it stands is $49.98. This balance was explained to the customer and therefor is a valid balance owed.

  Like with any type of subscription services, we cancel our services for the end of the month. In doing so, this allows the customer uninterrupted services till the end of the month. we would then come out and remove our toters and our billing would prorate accordingly. 

  Again, we are sorry for any inconvenience this may have caused but the balance is valid and will need to be paid to either our third party or our accounts receivable department here at Win Waste Innovations.

   

  Thank you 

  *******. 

  Customer Answer

  Date: 04/19/2025

   
  Complaint: 23195169
  
  I do not accept the business's response as a resolution to my complaint because: I dont disagree that I cancelled the service or that they pro rated the bill. What I dispute is that I did not receive a final bill and although they say they robo dialed me in Sept of 23 I have not heard from them since. And just this month I get a collection notice. I thought I paid it on my final call (and am trying to see if I can find data in my bank statements) so did not think about it. They have mismanaged their service both from a billing and actual service stand point since they took over Orfice Waste. It was terrible service, terrible customer service and terrible billing service.  I dont trust their accounting as they messed up my bill on other matters  
  

  They dont get to not contact people and then pass on almost 2 years later to a collection agency.  
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 04/21/2025

  To whom it may concern, 
  

  While we regret that your experience with our service did not meet your expectations, we want to assure you that your account was handled according to our standard procedures. 
  
  ************ cancellation was processed in a timely manner, and a final pro-rated bill was issued accordingly. While we understand you may not recall receiving this final invoice, our system shows multiple outreach attempts, including automated calls in September 2023, to notify you of the outstanding balance. We did not receive a response or payment following those notifications.
  
  We are committed to transparency in our billing processes and do not take the decision to escalate any account to collections lightly. Our team followed standard protocol, and after a significant period of non-payment and no contact from your end, the account was transferred in accordance with our policies to our third party. 
  
  That said, we want you to know that the third party, while a collections company, it is not one that hits your credit or affecting it in away way at this time (though it could in the future). We use them for our residential accounts as the volume of cliental is higher and should amounts default, we at this time do not have the staff to follow up internally and use them in our place to collect. appreciate you taking the time to investigate your records, and if you are able to locate a payment or provide additional documentation, we are more than willing to review the information and re-evaluate the status of the account. However, we at this time stand in our decision and will not be eliminating the charges as notification was relayed properly before any balance was sent to the third party. 

  Thank you 

  Michael 

   

• Initial Complaint

  Date:03/17/2025

  Type:Sales and Advertising 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.

  Per invoice #**-0001133840 from November 2024, WIN Waste has owed me more than $100. In October, when I cancelled residential service, I was informed I would need to wait until January 2025 to receive the credit balance. (One pre-pays for service, and I used only 1 of 3 months of service I had paid for.) Waiting until January was a disappointing level of service, but I patiently waited.Starting in February 2025, due to non-receipt of the promised refund, I began contacting WIN Waste customer service via email. My first attempt received a response that I would receive a check. However, due to non-receipt following that first escalation, I contacted WIN Waste customer service two additional times via email. I have not received any response, and as of March 15 2025 I am still owed more than $100.

  Business Response

  Date: 03/17/2025

  To whom it may concern, 

  My name is ******* and I am a supervisor here at Win Waste Innovations corporate office. 

  We are sorry to hear that this process took so long to resolve. I want to inform you that our ************************** has let us know that this check was cut on 3/10/2025 and was sent out Via the ****. Please allow for at least 7-10 business days for this check to come to you. If you do not have your money in hand by 3-24-2025, please give me a call at ************ and ask for ******* *. 

   

  Thank you 

  Customer Answer

  Date: 03/25/2025

  Complaint: 23070206
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  It is March 25 and I still have not received the reimbursement.

  Business Response

  Date: 03/31/2025

  To whom it may concern, 

  I have emailed back and forth with the customer and have confirmed our check was received on 3/27/2025. 

  this situation should be resolved and the customer and I have agreed overnighting a new check was the right thing to do. 

  If anything else is needed, please let me know. 

   

  Thank you 

  *******. 

  Customer Answer

  Date: 04/01/2025

   
  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:03/14/2025

  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.

  WIN Waste takes full advantage of their customers by price gouging, and outrageous contract terms. Our initial waste service was a $60/mo contract for a 2yd bin, bi-weekly pickup through ****** waste. ****** had us sign a contract with their verbally agreed terms under *** stating they were partners covering our territory where our business relocated too. The terms were to remain the same as our agreement with ****** with the exception of a rate increase to $80/mo for the same biweekly service and 2yd bin which we agreed to. *** maintained their monthly price all the way up until WIN merged with them. Since then, our service price has increased to $145/month which is more than the average cost of weekly pickups of a 2yd bin in our region. This company ought to be ashamed of themselves and their bait and switch contract tactic where they can increase at anytime as necessary to a rate that far exceeds the average of 6 other local companies for the same service at this time. There contract termination policy is a very specific window that is impossible to get them to acknowledge in their required timeframe. Win waste and ** ****** do not care at all about their customers, they only care about profit and binding consumers into sneaky, unfair, and absurd contract terms that nobody in their right mind would agree to if they were presented in a manner which discloses their snake policy. You can take your liquidated damages fee out of the excessive charges you have imposed for the services that you have charged us for the last few years. I still havent been shown a WIN Waste contract with my signature on it.

  Business Response

  Date: 03/14/2025

  To whom it may concern, 
  My name is ******* and I am a supervisor here in the corporate headquarters, located in ************** 
  I am writing in response to complaint # ******** submitted by *** ******. 

  We genuinely appreciate feedback as it helps us identify areas for improvement.However, wed like to take this opportunity to clarify a few key points and address the claims made in your message.

  First and foremost, WIN Waste Innovations is committed to providing fair and transparent services. Our goal is to offer high-quality waste management solutions to all customers while remaining competitive and sustainable in the market. It's important to note that when WIN Waste Innovations acquired ****** Waste and took over operations, we made every effort to honor existing customer agreements, as to make it a smooth transition for customer who went from ** ******, who sold to ************************** and then ************************** sold to us here at Win Waste Innovations. In doing so, this included an increase in pricing that was communicated clearly and was agreed to at the time of transition on the *** signed agreement *** ****** signed in February of 2020. The terms of that agreement states in  " Length of Agreement" that "the term of this agreement is 36 months from the starting date which is set out on the reverse side of this document. Unless terminated by one of the parties as set out below, this agreement shall automatically renew thereafter for an additional term of 36 months. Thereafter, this agreement shall continue to renew for additional terms of 36 months each. The customer may terminate the agreement by certified mail of termination to the company not more than 180 days and not less than 90 prior to the end of the initial term or prior to the end of any renewal term". The customer did not terminate service within that time frame and we as a company continued to provide services. While we understand that price increases can be frustrating, we strive to keep our rates fair and in line with industry standards. We actively monitor our competitors pricing to ensure that our offerings remain competitive. The claim that our pricing exceeds that of local companies may not reflect all the factors involved in providing services, such as the specific level of service, equipment maintenance and environmental considerations. Competitors, when a customer calls in to ask about pricing will give them the new introductory rates for " New customers" signing on, which will reflect a lower cost than those who have been with the company years and those who have had increases prior. This happens in every business, **************** companies & transportation business.

  We are sorry to hear that you feel dissatisfied with your experience and assure you that our intent is never to mislead or exploit customers. ********************** takes pride in being a responsible and customer-focused company, and we remain committed to resolving any issues in a fair and amicable manner. As *** ******* is aware, the liquidated damages will stand as proposed in the initial contract he signed. The cost is $895.38 + any remaining balance on said account. In total, the customer owes **********************, $1,048.86 for Liquidated damages and the cost of the last remaining invoice on the account. 

  Should *** ******* fail to pay the Liquidated damages and the remaining cost on the account, the customer will be sent to a third-party company who will then look to collect the funds on our behalf. 

  Thank you 

  Michael 

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23058782
  
  I do not accept the business's response as a resolution to my complaint because: 

   

  I stand by my initial statement of bait and switch tactic, with and absolutely absurd cancellation policy and an even more absurd automatic renewal clause. You know thats the honest truth. Oh and by the way, when you purchase every small disposal company in the region and try to set the standard for the regional costs, isnt there a term for that? Yes, very dissatisfied past customer here. Ill be happy to settle it out with collections, you have stolen enough from us. Your current rate that we were charged is that of weekly service for a 2 yd container, and there is nothing at all unique to our location, or access that requires an above average rate. Our new provider has us at $80/mo with no contract or terms. Thats a WIN. Your organization is a complete ripoff and absolutely take advantage of customers that you have allegedly locked into contracts. This contract does not say WIN waste on it and has been expressed as out of date by your organization. And not for nothing but WIN has also attempted to bribe and pursued us to update and sign a contract with a $75 credit to incentivize us to lock us into some legit contract that probably has even more disgusting terms. Bait and switch. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 03/28/2025

  To whom it may concern, 

  
  My name is *******, and I am a supervisor here at Win Waste Innovations Corporate headquarters. Teetering on becoming counterproductive, this will be the companies last response regarding this matter.

  
  Regarding the statement "I still havent been shown a WIN Waste contract with my signature on it." Under the valid UMM agreement, Terms and Conditions, it states under the Assignment ****** that the company shall have the right to assign this agreement at its sole discretion without the customers consent". What this does is it grants the company the ********** right to transfer or assign this agreement to another party at its sole discretion, without requiring the customer's consent or approval. As such,*** sold its book of business to win waste and there for the contract still holds, is valid and the signature given at that time stands. WIN Waste Innovations is committed to providing fair and transparent services. Our goal is to offer high-quality waste management solutions to all customers while remaining competitive and sustainable in the market. Again, price increase,additional taxes/fees and rate adjustments are all part of the industry standard that is waste management. Every company, from *****, Troupe, Republic, ********** and WM have experiences rate increase due to operational costs, maintenance overhead and inflation upkeep, all of which helps them stay in business.

  The $80/monthly price that the customer was offered, is more likely than not, an introductory rate, just like our rate was back in 2021 when we started the account off at $80.00. As mentioned in our previous statement, we are sorry to hear that you feel dissatisfied with your experience and assure you that our intent is never to mislead or exploit customers. In total, the customer owes **********************, $1,048.86 for Liquidated damages and the cost of the last remaining invoice on the account. As Mr. ****** said in his rejection statement, he will sort things out with the collections 3rd party and therefore we will consider this closed. 

  If the customer has any more questions, we will be more than happy to answer them, but we will reserve the right not to, should we find it to be argumentative, counterproductive or ineffective to the matter at hand.  

  Regards

  Michael 

  
  

• Initial Complaint

  Date:02/26/2025

  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.

  In December 2024, In contacted WinWaste via its website about a new charge on my invoice, in the amount of $4.24. The representative claimed it was because I did not auto enroll for payment. I explained that I would not pay that charge, as I never agreed to it. I never heard again from WinWaste, and believed the matter was closed.On January 10, 2025, I received another invoice from WinWaste, which again included the same fee and also reflected I was delinquent in paying the prior fee. I then e-chatted with a representative, during which i) i restated my objection to the arbitrary fee, and ii) cancelled my service. The representative ultimately said "I will close the account." Note - see attachment.I subsequently called WinWaste to arrange for it to pick up its totes. I was told the account was not closed, despite the statement by the representative on January 10, 2025 ; i now was told that to close the account, ********************* must pick up its totes.The totes finally were retrieved on January 30, 2025. I took that to mean the account was closed.But of course, it was not. I received an invoice for $8.48 reflecting the two "delinquent" payments for the charges described above.WinWaste fails to acknowledge that I NEVER AGREED to pay any fee because I did not auto enroll. This is a simple contracting matter and yet WinWaste persists in pursuing an unsupportable position, leaving me no choice but to raise it with the BBB.Thank you for your attention to this.

  Business Response

  Date: 02/26/2025

  To Whom It May Concern: 

  My name is ******* and I am a supervisor here at Win Waste Innovations. 

  I am writing in replay to ****************** complaint about our admin fee. 

  in September 2024 we implemented an admin fee. Notifications were sent out well before September, auto dialers were made and on the monthly and quarterly invoices customers received, they were notified as well with the verbiage reading " Thank you for allowing us to serve your trash and recycling needs. This invoice may reflect an adjustment to charges due to operational costs".

  The cost of processing payments manually is rising. When you set up your account, so your bills are automatically paid - from the account of your choice - it is less costly for us at win waste to process your payment. This helps us keep the cost of our essential waste services affordable. 

  The admin fee isn't something one must agree too. A company such as ours, mobile carrier/provider, airlines, etc. Can add an admin fee at any time. We as a company tried to handle this cost internally but due to the rise in cost, had to give a portion of that responsibility to the customer. 

  After reviewing ******************* account, it appears that he currently owes $8.48. however, I will go ahead and submit an adjustment to eliminate that cost. Please note, In doing so, this could take up to 2 billing cycles. This account is closed down but should ***************************

  Business Response

  Date: 02/26/2025

  To Whom It May Concern: 
  My name is *******, and I am a supervisor here at Win Waste Innovations. 
  I am writing in replay to ****************** complaint about our admin fee. 
  in September 2024 we implemented an admin fee. Notifications were sent out well before September, auto dialers were made and on the monthly and quarterly invoices customers received, they were notified as well with the verbiage reading " Thank you for allowing us to serve your trash and recycling needs. This invoice may reflect an adjustment to charges due to operational costs".
  The cost of processing payments manually is rising. When you set up your account, so your bills are automatically paid - from the account of your choice - it is less costly for us at win waste to process your payment. This helps us keep the cost of our essential waste services affordable. 
  The admin fee isn't something one must agree too. A company such as ours, mobile carrier/provider, airlines, etc. Can add an admin fee at any time. We as a company tried to handle this cost internally but due to the rise in cost, had to give a portion of that responsibility to the customer. 
  After reviewing ******************* account, it appears that he currently owes $8.48. however, I will go ahead and submit an adjustment to eliminate that cost. Please note, In doing so, this could take up to 2 billing cycles. This account is closed down, but should ***************** receive another invoice saying it is past due. please advise him to ignore it and we will make sure it is taken care of on our end. 

   

  thank you 

  Michael 

• Initial Complaint

  Date:02/07/2025

  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.

  This company is using deceptive and threatening practices to force their customers to stay with them. Deceptive - they purposely do not inform their prospective customers that they are signing a contract that locks the customer in for 5+ years. The explanation they use is This is an agreement of services and solely locks in your monthly rate for 1 year WITHOUT also informing their customer that it is NOT an agreement, it is a contract for 5+ years. That is a VERY deceptive practice. Threatening Practice - If the customer decides they do not want to continue service, they threaten their customer with a requirement of paying over $1,000 to stop using their service. They do not take into consideration the reasoning of stopping service. In my situation, I can no longer afford to stay with their service because they charge such a high rate. I have explained on multiple occasions that I cannot afford the service, nevertheless they state I either continue with the service or they will force me to pay over $1,000 to cancel them. They do not care about their customers and only care about their money. I informed them I am willing to pay the outstanding balance that I have with them (due to my situation, I am 3 months behind) as well as the pickup fee for the dumpster if they are willing to agree to not charge the cancellation fee and they refuse.

  Business Response

  Date: 02/07/2025

  
  To whom it may concern,
  
  My name is ******* and I am a supervisor here at Win Waste Innovations.
  I am writing in response to Ms. ****** complaint.
  While I can understand the consumers frustration, what she is saying however, is false.
  We do not use deceptive or threating practices.  We have had multiple conversations with the customer and have offered on those conversations and occasions to work with her to reduce her monthly rate. When Ms. ***** originally started with our company in October of 2023, Ms.***** signed our agreement ( contract ) that gave her a 4yd container at $115.20 to be serviced every other week.
  At that time, our agent explained to her that the pricing could increase after the first year as materials and operational overhead was on the rise. As outlined in our agreement, Section 5. Taxes and Fees, Section 6. Rate Adjustments and Section 7. Additional fees, Our contract outlines that pricing can go up and price increases can be done at any time, should the hauler/company deem it fit to do so. Ms. ***** was subsequently increase 10 months later, bring her cost from $115.20 to $137. 98
  In August, 2024, same month that the customers bill increased, Ms. ***** called in and spoke with another agent who agreed at that time to roll her price back. The agent agreed to roll her back from $137.98 to $120.00 a month, locking Ms. ***** in for 48 months, with the first 12 months having the rate locked at $120.00. Month.
  Upon Ms. ****** cancellation request, which they did via our digital chat (email ), our digital agent advised that we could again, lower the customers bill, taking the customer from $120.00 a month to $109.09 a month.

  As we did not hear back from the customer within 24 hours, the digital chat was closed and the case was documented.
  Because there was no movement on this, the rate has stayed at the $120.00 a month.

  
  If the customer would like to cancel before the term is up,as it is outlined in Section 12. Termination, Customer terminates, this Agreement other than as provided herein, Customer agrees to pay Hauler (in addition to all
  amounts due for Services rendered to the date of termination) as liquidated damages an amount equal to the average of Customers monthly ******** for the most recent six (6) months multiplied
  by six (6); provided, that if less than six (6) months remain in the Term, Customer shall pay an amount equal to the average of Customers monthly ******** for the prior six (6) months multiplied
  by the number of months remaining in the Term. Customer acknowledges that the foregoing liquidated damages are reasonable in light of the anticipated loss to Hauler caused by the
  termination and are not imposed as a penalty. In the event Customer fails to pay Hauler all amounts which become due under this Agreement, or fails to perform its obligations hereunder
  and Hauler refers such matter to a collection agency or lawyer, Customer agrees to pay, in addition to the amount due, Haulers reasonable collection and legal fees and expenses.
  Customer acknowledges that this failure to perform provision will apply in the event of a sale of customers business if tile new owner does not, with the consent of ******, assume customers
  obligations hereunder for the balance of the Term.
  
  We do not what to lose the customer over billing and again,have tried to work with Ms. ***** on this. If Ms. ***** would like to stay and we can work with her on the pricing, we would be more than happy to. However,if Ms. ***** decides to cancel, she would be subject to our cancellation policy and the pricing/liquidated damages would stand.
  
  If you need anything else from us, please let us know or contact us at ************

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22907713
  
  I do not accept the business's response as a resolution to my complaint because:

  In addition to the complaint items, this company is now making false claims specifically regarding their attempt to offer a lower rate with no response on my end. Attached is the email communication that I had with a representative explaining my hardship and requested that they do not charge the termination fee because I am going through a financial hardship as I am already 3 months behind on payments.
  

  In response to the manager, they DO use deceptive & threatening practices.

  The Deceptive practice: Not informing your customer that they are signing a 4 year contract but instead the sales representatives focused solely on this document locks your monthly rate in for 12 months This IS a deceptive practice especially when you dont inform your customer verbally they are signing a contract for 4 years and if cancellation is needed, you will be required to pay an exponential amount of money.
  

  The Threatening Practice: If for any reason (financial hardship, choice, etc.) the company threatens their customer with paying over $1,000 (in my case). Or they will offer a lower amount with a new  signed contract, still extending the time you are locked in with them.

  I currently owe 3 months worth of service, and I am willing to resolve that balance with the agreement I can be let out of my contract with no cancellation fees or liquidation fees. In the end, this would help their customer as they claim they want to do. I informed the representative that I would file a BBB complaint if they refused to assist me and consider my situation instead of just focusing on the amount of revenue I can create. Prior to this email communication there have been at least if not more than 2 separate occasions, I have shared my hardships that I cannot afford the service any longer and have only decided to stay because I DO NOT have the funds to pay over $1,000 to cancel my contract

  Things happen everyday in peoples lives. When a company is focusing only on the amount of money they can make instead of treating their customers like people it shows and proves the real goals and narratives a company follows.

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

  Customer Answer

  Date: 02/10/2025

  This is the file with the emails fully legible, I did not realize the original attachment was in portrait mode

  Business Response

  Date: 02/25/2025

  To whom it may concern,
  
  At risk of this conversation becoming counterproductive,this will be our last response. The slanderous attack and false accusations against our company will not be tolerated.

  We have never threatened Ms. ***** nor would we. We as a company have been straight forward with our cancellation process and sign on process.
  I have attached both contracts the customer signed. One will show the first agreement, when the customer first signed on with us and the second agreement will show that we as a company agreed to roll her pricing back.
  We have had multiple conversations with ******** and have offered on those conversations to work with her to reduce her monthly rate and to relieve some of that financial burden. We at win waste do all that we can to retain our clientele. When Ms. ***** originally started with our company in October of 2023, ******** signed our agreement (contract ) that gave her a 4yd container at $115.20 to be serviced every other week.
  At that time, our agent explained to her that the pricing could increase after the first year as materials and operational overhead was on the rise. As outlined in our agreement, Section 5. Taxes and Fees, Section 6. Rate Adjustments and Section 7. Additional fees, our contract outlines that pricing can go up and price increases can be done at any time, should the hauler/company deem it fit to do so. Ms. ***** was subsequently increase 10 months later, bring her cost from $115.20 to $137. 98 In August 2024, same month that the customers bill increased, Ms. ***** called in and spoke with another agent who agreed at that time to roll her price back. The agent agreed to roll her back from $137.98 to $120.00 a month ($17.98 savings), locking Ms. ***** in for 48 months, with the first 12 months having the rate locked at $120.00. Month.
  *************** cancellation request, which they did via our digital chat (email), our digital agent advised that we could again, lower the customers bill, taking the customer from the offered $120.00 a month to $109.09 a month in an attempt to save the customer from cancelling. As we did not hear back from the customer within 24 hours,the digital chat was closed, and the case was documented. Because there was no movement on this, the rate stayed $120.00 a month.

  We at this time will stand *** and hold the customer to their agreement. Just like any other company that issues out a contract for service and states their terms and agreement, we feel as though we have done all that we can and legally aren't doing anything outside of it to warrant a change. 

   

  Thank you 

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22907713
  
  I do not accept the business's response as a resolution to my complaint. 
  

  All that I am looking for is for understanding from this business and they are refusing to do so.

  On multiple occasions I have explained my situation, from a customer service standpoint and conflict resolution this company should show their customer that they are valued and agree to cancel the contract without the abhorrent cancellation fees. As I have stated multiple times in this specific complaint as well as via phone & email I cannot afford to continue with their service. It is NOT discussed during the sales call of any cancellation fees. I never said I have been threatened, however I did say this company is using threatening tactics by forcing their customers to stay with them if they do not want to/cannot pay the cancellation fee.
  

  As a last ditch effort, I am pleading to cancel my contract without the cancellation fees. If the company agrees to cancel my contract without the fees, I agree to pay the outstanding balance that I have. 

  If this company continues to disregard my request, I will not pay any cancellation fees and will not pay my outstanding balance. Which in the end, the company will then lose out on recouping any monies from me.

  This is an easy fix and if resolution is wanted they will agree. If they do not agree, feel free to write off the outstanding balance because I will not pay anything to the company or any agency they transfer and/or sell my balance to.

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

• Initial Complaint

  Date:12/10/2024

  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.

  On 4/28/2024 I signed a new contract with Win Waste for a 2 yard dumpster because they made a mistake and had a contract signed weeks earlier that stated a 4 yard dumpster would be provided. This was an oversight (mistake) of Win Waste and I understood the mistake and had no problem resigning a new contract stating 2 yard dumpster instead of 4 yard. What I didn't realize is it was a 60 month contract. I have never had a residential contract for 60 months for trash services. Unfortunately, Win Waste began charging overage fees of $100 a week. In my contract overage is based on weight only. The company stated that since the top was up and not completely flat that I would have to pay an overage. The dumpster was not weighed. It was filled with household trash only. It was clearly not overweight. I have attached photos as examples. I then said well we disagree on what an overage is and I can't afford $100 a week so I must cancel. Unfortunately, that means I have to pay liquid damages of $1222.00 ************ has incorrectly signed contracts with me but has no problem charging me $100 a week in overage charges that are not based on weight as stated it should be in my contract. This is clearly fraudulent behavior and should be recognized for all future customers.

  Business Response

  Date: 12/10/2024

  To whom it may concern, 

  My name is *******, and I am a supervisor here at Win Waste Innovations.

  After review of Mrs. ****** account and claims of not knowing the contract length, overages, ***. We at win waste innovations find this to be very misleading. In her first agreement, signed with ****** M back on 3/10/2022, it was advised that this contract length was going to be for 24 months and started 4/1/2022 (bringing her to 4/1/2024). The next contract was an increase in service contract that was signed on 3/4/2023. This was to bring the customer from every other week service to weekly service. As stated by the agent on 3/6/2023, this new contract was going to be for 60 months. Under terms and conditions, section 2 " Term" it outlines the length of said contract.  on 4/16/2024, we offered to do a 10% roll back for the customer and lock in the new rate for 12 months, along with continuing the contract thereafter. This would still fall under the Terms and agreement section 2 & section 6. While we understand the mistake made in April of 2024 regarding the size, labeling the size of the container a 4yd vs a 2 yd, we corrected said mistake and updated the contract accordingly to reflect appropriately. 

  Moving to the issues surrounding the overages. This issue has been ongoing since late 2022. We as a company have tried several times, to discuss overages with the customer, at which time, we get met with resistance or receive no response from the customer. We tried reaching out in March of 2023 and then again more recently on 11/27/2024 as the issues continued. 

  I have included some photos that our drivers have taken so that you may see what they are seeing on a consistent basis. As I cannot attach them all, I have counted 6 overloaded containers between the time of 5/24/2023-12/4/2024 & 3 from 12/29/2022-2/23/23 (9 all together). 

  furthermore, after reviewing all the calls that Mrs. ****** has made into our call center; the complaint and issue all came to ahead on 12/4/2024 and continued up until yesterday 12/9/2024. On 12/4 our agent advised Mrs. ****** of the 5-year contract & continued that she wanted to work with Mrs. ****** rather than see her go. Our agent gave multiple options and asked if Mrs. ****** was open to changing up the service as to eliminate the constant overage charge and to maybe help her with the pricing. Mrs. ****** stated that she can't afford to go higher in size or in price and when our agent tried to explain our cancellation policy and liquidated damages for terminating services early, Mrs. ****** escalated and asked for someone higher. This call then went to one of our leads on the floor. Our lead, like our agent before, offered multiple options but also defended our contract to the best of their ability. She again advised of the Liquidated Damages and the cancel process. Our lead then tried to offer a 4yd EOW & stated it was about the same price as the 2yd that Mrs. ****** has now but that she would have extra yardage which would prevent the overages. Mrs. ****** again refused as she states she didnt have the room for a 4yd and didnt want it as shes stated, " she always had a 2yd and have never needed to increase size before". Unfortunately, the calls from 12/4/2024 to 12/9/2024 stalled with the last call being a call out to Mrs. ****** yesterday 12/9/2024 at 4:22pm that went to voicemail.  

   We as a company believe we have done all we can to help and assist Mrs. ******* We have not hidden any of our fees, rates or terms and have, on multiple occasions, tried to work with Mrs. ******* We would like to continue our relationship with Mrs. ****** and would be more than happy to work with her as we have tried too recently. 

  Should Mrs. ****** decide to proceed with the cancellation, Mrs. ****** will be responsible for the balance remining on the account, along with the Liquidated Damages as outlined in section 12 of her contract under terms and conditions. 

  Thank you 

   

  Michael 

   

  Customer Answer

  Date: 12/12/2024

  My complaint is that the contract states weight as a means of overage charges.  I have paid overage charges many times but the moment I start to question them and find fault with the opinion of what an overage is I am faced with a $100 fee which I cannot afford.  I don't agree with the overage and not once has Win Waste given me a weight to verify my overages as stated in my contract.  All photos provided have been household trash.  There is not furniture, mattresses, large items that would be considered obvious overages.  Win Waste has not provided me with the weight to enforce a $100 fee, therefore I needed to cancel.  I can't trust a company that doesn't provide proof of charges and feel as though my termination of the contract is not just one sided, therefore I should not be held to the exorbitant amount of money to cancel.  I have provided my contract which states " 90 lbs. per cubic yard"