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

  
• 

  B & S Carting Co., Inc.

  PO Box 17250 Stamford, CT 06907

• 

  WIN Waste Innovations

  20 Felters Mill Suite 20 Millbury, MA 01527

• 

  WIN Waste Innovations

  484 Dow Highway Eliot, ME 03903-1440

• 

  B & S Carting Co., Inc.

  8 Viaduct Rd Stamford, CT 06907-2707

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:12/21/2022

  Type:Billing 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 rented a 12 yard dumpster to dispose of debris from a construction job I was doing at a rental house I own in Fairfield, CT. The estimated cost for a 12 yard dumpster, including fees and taxes, was $611.51. I was charged a total of $2,148.30 due to double charges and daily charges that were incorrect. I have been on at least a dozen calls with the help desk at Win Waste and have been told since July '22 that refunds, in the form of checks, will be mailed to me. I have received nothing from them to date. Every person I speak with agrees with my position and tells me that a refund(s) will be sent but nothing happens.

  Business Response

  Date: 01/06/2023

  Hi ******,

  I apologize for the delayed response.  I know my team was working through this issue with you and they are continuing to contact you directly to get this resolved.  The recap I received from the team says we have determined that we owe you a total of $1164.56.  There is a balance on the account of $553.05 plus an additional $611.51.  The first refund check will be mailed in the next few days.

  Please accept our apology for the delay in getting this resolved!

  Reach out directly if you need anything else but I think you are in good hands with Jessica!

  Thank you 

  Kathleen - Cell - ************

  Customer Answer

  Date: 02/21/2023

  This consumer has reached out ot BBB and indicated that this complaint has been resolved to his satisfaction. 

• Initial Complaint

  Date:12/07/2022

  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.

  Dear Sir/Madam,
  My father passed away last December (2021). I am the POA and closed the account many months ago (March 2022) as the house was sold.I was told a refund check would arrive. Three billing cycles later when the refund didn't arrive, I called WinWaste and was told a mistake was made on the account and it "wasn't properly closed"...so the 3 month billing cycle would be re-instated (now we are talking 6 months...for a refund)
  All of my phone calls have been documented by Win Waste as well as my personal phone records and the individuals I spoke with. I was told that the account had a $200 plus refund due in June 2022 per documented phone call and that it would take 3 billing cycles to refund the account (send me the check). The last time I spoke with someone, Jennifer (this past Friday December 2) who told me she had escalated this issue to "Red Alert" and I was promised the refund as noted above. No phone call came so far. Today I called again and spoke with "Rehma" around 7:30 am. No resolution but was told now the refund is only 1/2 of that??
  I have documented all the individuals, dates and discussions of the refund if needed to investigate further.
  My parents were customers for DECADES...and this is how a business treats them...all for $200 plus owed to them, not a gift? My plan is now will also include alerting and filing a complaint with the NH State Attorney General's office regarding the mishandling of the account.
  I have also emailed the CEO Michael B****** and have not had a response. Is there anyone that can assist me/my family in settling this matter and bringing resolution? The handling of this has been the lowest level of customer service and appears to be an orchestrated deception at the highest levels. Given the ratings and complaints documented prior to this complaint, it appears others have suffered similar mishandling of accounts. Any help to expedite the refund of $200 plus would be GREATLY appreciated.
  Regards, ** ********

  Business Response

  Date: 12/19/2022

  Dear Ms. ********

  I am sorry to hear about the loss of your father.  I understand that you are working with one of our Managers, Leona on the refund.  I checked with her this morning and she said that the two of you have been in good communication and we are processing the check.  I have reviewed the notes on the account to understand how it got to this point.  It looks like you called us in June to let us know about the passing of your father and that the account should be cancelled.  Once the account was cancelled, the credit was in process to be applied to your account.  This usually takes 1-2 bill cycles but unfortunately it took way longer than that.  I apologize for the extended wait time and we are reviewing the breakdown in the credit process.  I do know that we tried to contact you but the phone number was disconnected.  Once the credit was applied to your account, we started the process for the refund but then you let us know that you thought the credit amount was incorrect.  We worked to expedite the new credit amount so we could add it to your account and then process the correct refund amount.  At that point, because of our delays, we had to make the check payable to you instead of your father.   Which unfortunately, caused another delay.  I am not sure the details make things better but I did want to let you know that we researched the breakdowns and are working to make things better.

  Again, I want to sincerely apologize for the extra challenges in getting this processed.  I know this is not what you needed in this difficult time.

  Please feel free to call me directly at any time 603-303-8112

  Kathleen I*******

   

  Customer Answer

  Date: 12/19/2022

  
  
  Complaint: 18536760
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I have read the communication above but still as of today 12 /19/ 2022 don’t have the check in my hand. Additionally to set the record straight I called WINWASTE at the end of March 2022 to close the account when our house was sold. It was WINWASTE who failed to close the account properly at that time ( they apologized for the mistake but made no efforts to expedite what was owed our family citing “it will still take 3 more billing cycles”  ) This resulted in the phone call I made in June asking where the refund was . I’ve  been told and promised MANY things and have documented the assortment of people , departments and. things promised over the last several months. The delays were completely due to the company and I do believe this was intentional ( it’s been one issue after another, about 15 phone calls and excessive time spend in my day - how else could one explain the complete lack of customer service and professionalism ?). I am a healthcare practitioner … my phone has NEVER been disconnected ( it is my work phone and rings constantly) so it is likely that the wrong number was dialed or put into their computer or that was just their excuse to delay the refund in my opinion  . I have many calls from WINWASTE in my phone history . So someone was getting through !  The check originally could have been made out to my dad BUT due to the horrific mishandled and unprofessional manner ( up until Leona got involved ) of settling up  the refund , the bank had to eventually close down my deceased dads account and then I’d have to go to probate which would have cost more than the refund … maybe they were hoping that I’d drop the whole thing? I explained this multiple times … we need the check quickly because the accounts will be closing soon. No one paid any attention . The ONLY person this whole time who was kind, sympathetic and professional and acted properly was Leona S****** *
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 12/21/2022

  Dear Ms. ********

  My understanding is that you received the check yesterday afternoon.  I know Leona worked very closely with you and I am glad she was able to successfully resolve the issue.

  Again, I apologize that you faced extra challenges with our company after the death of your father.  We wish you all the best during the holidays and wish you and your family lots of joy in the new year!

  Sincerely,

   

  Kathleen I*******

   

• Initial Complaint

  Date:12/06/2022

  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 am a small business owner. Signed a fully executed agreement locking in my rate for two years. This carting company decided to break the agreement and raise the monthly rate for the September 2022 invoice however Alessandra (customer service rep) had worked with me to get my rate back to the original amount and promised a credit to offset the price increase in the September bill. She advised it would take 1-2 billing cycles and I've been waiting patiently and now it's December and still no sign of the credit. Management clearly doesn't want to issue this credit to do the customer right. What is the point of signing an agreement when they think they can raise prices at anytime?

  Business Response

  Date: 01/09/2023

  Hello Mr. ******,

  On behalf of WIN Waste Innovations, we want to apologize for any billing inconvenience that was caused on our end. I will be reaching out to you via phone, from the contact information provided in the details of your concerns. I wanted to also provide you with an update regarding your bill. We were able to adjust the credit as advised by our customer care department earlier in December. The credit was applied on December 5, 2022 for the month of September, in the amount of $69.27. For your review of the credit being applied, please reference your invoice dated January 1, 2023. If you have any future questions or concerns, please reach out to our customer care team for additional assistance.

  Thank you for being a valued customer.

  WIN Waste Innovation Customer Care Manager 

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

• Initial Complaint

  Date:11/15/2022

  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 paid $147.00 for trash service for a three months of services. I discontinued service after one month and called and closed my account. Win waste innovations told me the money they owed me was $100.00. I mailed the payment on October 17. I was told payment needed to clear which it did. I was then told manager needed to approve the refund and the checks are only cut and mailed out on Thursday. I keep calling and continued to get the round around. No company should be able to hold on to my money this long. This is a bad experience and this company needs to be cited for this.

  Business Response

  Date: 11/16/2022

  Hi ******,

  I reviewed the complaint and it looks like you called in on 10/24 to cancel your account effective 11/1.   As you noted in your statement, your payment had not cleared at the time of cancellation.  We needed to wait for the payment to clear, then process a check for the refund.  This process usually takes 4 to 6 weeks which is a pretty typical business timeframe.

  I apologize that the person you spoke with did not communicate an accurate timeframe for your refund to be processed.  We are trying to expedite the refund as quickly as possible.

   

  Thank you 

  Kathleen 

   

   

• Initial Complaint

  Date:10/14/2022

  Type:Product 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 July 2nd, 2022 we received our next quarter's invoice with WIN Waste Management. It showed an increase in cost for their services, we also received a letter in the mail that we would incur a monthly fuel charge. My husband **** called the company and left a voicemail that day, as well as sent an email requesting that our account be cancelled. we never utilized their services for any rubbish pickup since June of 2022, and purchased a transfer station sticker from our local township to begin utilizing. They withdrew that quarter's monies from our account of $141.83, despite our cancelling services. Between myself and my husband we have emailed and called the company close to a dozen times, being told we would receive our money back in the form of a check by the end of September. The end of September has come and gone, and still no reimbursement. I have spoken to Rehma, Ethan, Hannah, as well as other customer services reps, who have all assured us this will get resolved. We have asked to speak to a supervisor, and have been told they are not available. We would just like our money reimbursed for services not utilized, due to us cancelling our account with this company. We have documentation if needed of communication dates and times of calls and emails.

  Business Response

  Date: 10/27/2022

  Dear Mr. ********,

  I am sorry for the delay in your refund.  It has been processed and you should have it in hand in the next week if you do not have it already.

  I apologize that it took so many calls to get this resolved.  We are looking into the process that caused the long delay and are working hard to do better.

  Please reach out directly to me at ###-###-#### if you need anything else.

  Thank you 

  Kathleen 

• Initial Complaint

  Date:10/12/2022

  Type:Billing 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.

  They withdrew $462 dollars from my checking account without any authorization by me. No bill was due they just did it on their own and I can’t get any results. All I get is the call center. Very nice in the call-center but no help at all.

  Business Response

  Date: 10/20/2022

  Dear Mr *****,

  My understanding is that you worked with our team and this is now resolved to your satisfaction.  We have credited the money back to your account and apologize for the error on our part.

  Please let me know if there are any further issues. 

  Thank you 

   

  Kathleen Isabelle

  Customer Answer

  Date: 10/21/2022

  
  
  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:09/19/2022

  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 moved into the home on August 13,2022 to learn that compared to my old community trash required pick up and paid by residents. I contacted Noona Waste, which is now a Win-Waste Innovations roughly around August 17-19 to request a new customer account. I was welcomed as new customer and told my "new bins" will come be delivered Wednesday, August 24th. Wednesday came " no bins delivered". I called on Friday, August 26th as my trash did not get picked up. I was then informed I did not have an account and was again told my new bins will be delivered the upcoming Wednesday and there has been "delays due to bin delivery shortages".shared I did not have an account and created an account , gave me the account number and shared the bins will be delivered. I also complained the trash was yet again not picked up and was promised a delivery of bin. I called that Wednesday, August 31st as the bin where NOT delivered and was promised a delivery of Friday, which came that Friday 9/2. But NO trash was picked up on the day of 9/2. I have called so many different time, given different information and to this date NO trash has been picked up. I have literally have chased down truck who act like they did not hear or see mee, they do NOT get out the trucks and claim my trash has not been picked up as it is "bulk items" and I need to pay a fee. Let me reiterate NO trash has been picked up for 30 ddaayyss. This company is horrible, lie to customers and have lazy truck drivers who not even get our their trucks.
  
  I am seeking my trash to be picked up immediately and cancel my account with this company.

  Business Response

  Date: 09/21/2022

  Dear Ms. *****,

  I am so sorry that you had this experience with our company.  We aim to provide excellent service but in this situation we obviously failed.  I understand you spoke to one of our supervisors regarding this situation and that it is now resolved.  We have offered three months of free service, Oct-Dec, to regain your trust and show you that we can service you as agreed.

  Please let me know if there is anything else that you need! 

  Kathleen I*******

   

  Customer Answer

  Date: 09/21/2022

  
  
  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:08/29/2022

  Type:Product 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.

  We have been a residential garbage pick-up customer of City Carting, recently bought by this company, for several years. I called them in April of this year (2022) requesting to cancel our service as we decided to switch to a local provider, and they have simply refused to do so, continuing to charge our account every month for $56.90, even though our trash has been picked up by another company since May 1. After multiple requests to cancel which were completely ignored (they would say things like, "the person who can do that isn't here right now, but will call you right back," then never call). I finally called a couple of weeks ago and was assured that my service would be cancelled retroactively as of May, and a full refund given, but that has not happened. First they asked if the address for the check is still the same; I insisted on a reversal of the bank changes instead of a paper check, as I figured they would act like it was lost in the mail, and they agreed, but nothing has shown up. Please help!! I am incredibly frustrated at this flat out abuse of my private checking account information and the dishonest nature of these interactions on the part of this company. I would like a refund for May, June, July and August when I was charged against my will, and to ensure that they cease to debit my account going forward.

  Business Response

  Date: 09/01/2022

  Dear Ms. ****,

  I am sorry to hear about the challenges you had cancelling your account with us.  I have done some research and it looks like we owe you $118.13.  I have escalated this and we will have a check in the mail to you next week.  I will continue to follow up to make sure you receive it.

  If you think the amount owed is different than the $118.13, please feel free to call me at ###-###-####.

  Thank you and I apologize again for the difficulties you had.

  Kathleen

   

  Customer Answer

  Date: 09/02/2022

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: the refund amount is incorrect (and they know it!!!)  Reimbursement from City Carting/Win Waste should include May, June, July and August = $56.90 x4 = $227.60. See attached. They need to reimburse that amount immediately, as promised over a month ago, and apologize for the huge inconvenience and waste of time they have caused. Flat out fraud. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 09/07/2022

  Hi *******,

  I reviewed the account again and attached the accounts receivable page for your review.

  There are two areas where our math is different.  First, we have a cancellation date of May 31st.  So in our records, the May payment is valid.  Also, as you can see from the attached, your June payment was applied to an outstanding invoice from January.

  So, the $227 less the May services and the payment of January invoice brings the balance on the account to -$118.13.  You can see this number on the attached account summary for your account.  This is the check that we are processing for your refund.

  I only see the call in May not April which is why we cancelled at the end of May.  I can request an additional check of $56.90 since your perception is that the account should have been cancelled in April.

  I hope this helps and clarifies! 

  Thank you  

  Kathleen

   

  Customer Answer

  Date: 09/14/2022

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

   

  Hello, I am still not satisfied with the business's response - for example, they stated that I had a past due balance which is completely false, stated that they included an attachment and there was none, and offered an additional refund, yet no indication of when/how they will actually issue the refund. How do I follow up? 

   

  Thanks.

  *******

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

  Business Response

  Date: 09/21/2022

  Hi *******,

  I am attaching the account summary again here. I attached it last time as well and if you still can't see it, I will have to reach out to the BBB to understand why.

  It very clearly states on the document that your current amount we owe you based on the my response previously is 118.13.  As stated previously, I will add another month to the refund because you are disputing the timing of the cancel.

  Please review the attached document and let me know if you have additional questions.

  Thank you 

  Kathleen

   

   

  Customer Answer

  Date: 09/21/2022

  
  
  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.

  However, I would like to note for the record that I am only accepting this resolution because I don't want to deal with this business anymore or spend any more time on this. The documentation they attached raises more questions than answers, but at this point I don't want to waste my time on this. Please make sure they process the offered refund asap.

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

• Initial Complaint

  Date:08/02/2022

  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 company has failed to collect my trash, week after week! I live in a rural area with many animals. When you call customer service; they give you a bunch of lies.

  Business Response

  Date: 08/04/2022

  Dear Mr. ********,

  I am so sorry to hear about your poor experience.  I have reviewed your account and it looks like we have indeed missed your pick up twice in the month of July.  We missed you on July 15th and 29th.  Last time you called our Care Center you spoke with a representative who processed a one month credit on your account to offset the inconvenience you experienced.  This will show on your September invoice.
  

  We have been impacted recently by the national driver shortage and Covid related call outs.  We are working diligently to hire more drivers to ensure all of our customers receive the reliable service they have become accustomed to.

  Again, I apologize for the two missed services in the month of July and I thank you for the opportunity to continue to service you.

  Please let us know if there is anything else that you need!

  Kathleen