Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3 Weeks without trash being collected. Broke down materials and put them inside the trash bin and inside bags that did not fit into trash bin. Watched company on my ring camera look at trash bin move it to the side and not take it. They said it is too heavy which is false. I've had to wheel it back and forth from around the back of my house by myself and my wife did as well while i was away on work trip they can wheel it 5 feet to the trash truck that has a pickup machine on the back of it. We have don't have any space to put trash but leaving it in our garage causing us to have maggots everywhere due to not having an open trash bin to place our items 3 weeks of this and they have not picked up the order. **************** lied and said they sent out an inspector and did not see one come out Trash needs to be picked up immediately we have no place to store trash and the bin is not too heavy for workers. I have put out way heavier stuff in previous years.

  Business Response

  Date: 07/10/2025

   

  Thank you for bringing this matter to our attention.

  We sincerely apologize for the inconvenience caused by the missed pickup.

  We strive to provide reliable and timely service, and we regret that we fell short of those standards in this instance.

  To address this issue, we have:
  Rescheduled the pickup, and
  Taken steps to help prevent this from happening again, including reviewing our internal procedures and implementing automated reminders.

  We truly value your feedback and appreciate the opportunity to improve. If theres anything further, we can do to resolve this issue to your satisfaction, please dont hesitate to contact us directly.

  Sincerely,

• Initial Complaint

  Date:06/27/2025

  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.

  Service/pick up dates fluctuate every 2 weeks. Horrible.

  Business Response

  Date: 07/01/2025

  Our Conversation with ****** *******

  Thank you again for taking the time to speak with me. As discussed during our conversation, we agreed on the following actions:

  A credit of $65.36 will be applied to your account, covering two months of service.
  

  We will monitor your account over the next two months to ensure consistent service.
  

  Our team will follow up with the drivers and helpers to address any concerns and improve service reliability.
  

  Once again, I sincerely apologize for the recent delays in service. We are committed to getting things back on track and providing the level of service you expect and deserve.
  

  If you need any further assistance, please dont hesitate to reach out.
  

  Site: 831333
  ****** *******
  *****************
  *********, CT 06825

  
  

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  ******* ********

  Business Response

  Date: 02/01/2025

  We spoke with the customer regarding recent service
  issues.  We have upgraded the size of the
  customer’s garbage can at no charge and credited the account to compensate for the
  missed pickups.  We will be monitoring
  the account closely over the next six weeks to ensure service is consistently performed
  on schedule. 

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  ******* ********

  Business Response

  Date: 02/01/2025

  We
  apologize for the service disruptions.  A
  $25 credit was applied to the account on 1/24/25 as compensation for the missed
  pickups.  The customer has decided to
  cancel service effective 1/31/25.  The
  customer’s account is paid through 3/31/25. 
  Any remaining credit on the account will be refunded to the customer
  within 30 days of account closure.

• Initial Complaint

  Date:12/19/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  **** **************

  Business Response

  Date: 12/23/2024

  Customer began service with Interstate Waste on
  11/30/22.  The following timeline of
  events details invoicing, payment and communication history between IWS and the
  customer, leading to account closure with a past due balance.
  

  *Customer was sent a first invoice on 11/30/22 for $67.04 for prorated Q4 2022 service.
  *Customer was sent a second invoice on 1/1/23 for $194.63 for Q1 2023 service.  Total balance was now $261.67.
  *The account became 90 days past due at the end of January 2023.  Collection notices were sent to the customer between 1/31/23-3/8/23 for balances over 90 days.
  Customer arranged for a payment plan on 3/8/23, making an initial payment of $100 on 3/8/23.  $67.04 covered the 11/30/22 invoice for Q4 2022, with the remaining $32.96 applied to the 1/1/23 invoice for Q1 2023, leaving a balance of $161.67.
  *Customer received a new invoice on 4/1/23 for $194.63 for Q2 2023 service (Apr 1 - Jun 30), bringing the new balance to $356.30.
  *By the April 2023, the account was past due again.  13 more collection notices were sent between Apr-Nov 2023 for past due balances.
  *Customer made a payment of $161.67 on 4/14/23, paying the balance of the Q1 2023 invoice.  New balance of $194.63 remained for the 4/1/23 invoice for Q2 2023 service.
  *Customer’s service was canceled effective 6/27/23.  A refund of $6.49 was issue for the last 3 days of Q3 service, bringing the account balance to $188.14.
  *Prior to cancelling, the customer received an invoice to Q3 2023 service, which was removed from the account.
  *After repeated unsuccessful attempts to collect payment for the final invoice, the account was closed and the remaining balance was transferred to a third party to attempt to collect payment. 
  *The customer reached out recently to renew service.  However, a past due balance on the account when it was closed has led to delays in reinstating the account and renewing service with the customer.
  

  Accounts closed due to a past due balance normally require a
  customer to work with the third party agency to resolve the past due amount. However,
  we have been in touch with the customer in an attempt to resolve this directly
  with them, although we have yet to come to an agreement.

  Business Response

  Date: 12/30/2024

  We apologize for any miscommunication that led to a poor customer
  experience.  We view this situation as an
  opportunity to evaluate and improve our training and processes.  We wish the customer the best with their new
  service provider.

• Initial Complaint

  Date:12/04/2024

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I appreciate Interstate Waste Services’ reply, but their response contains inaccuracies and misrepresents the situation. Specifically, their claim that they are actively working with me to resolve the issue through alternative solutions is untrue. I have not received any meaningful communication or proposals from Interstate to resolve the matter. Any efforts to find a resolution have come entirely from my side, and there has been no indication that Interstate is genuinely engaging to address my concerns.
  

  I requested a modification to my service, reducing it to the smallest bin size and the lowest pickup frequency. Interstate agreed to this modification, and I relied on their agreement to adjust my waste management arrangements accordingly. However, they later refused to honor this agreement.

  
  Adding to the confusion, Interstate attempted to remove the dumpsters without prior notice, even though they were full and in regular use at the time. This sudden and uncommunicated action disrupted my operations, and I stopped using the dumpsters while awaiting further clarification from them. Their poor communication and inconsistent actions have created the confusion and complications that led to this situation forcing me to hire a new service provider to ensure reliable waste collection.

  
  The allegation that I breached the contract by hiring another service provider is baseless. My decision to seek alternative services was driven entirely by Interstate’s lack of clear communication. The responsibility for this situation lies with Interstate’s inability to follow through on their commitments.

  
  To resolve this matter, I respectfully request that Interstate Waste Services allow me to terminate the contract immediately without penalty, as their actions and lack of communication left me no choice but to seek alternative services. If immediate termination is not possible, I request that they honor the previously agreed-upon modification for the remainder of the contract term, which includes the smallest bin size and the lowest pickup frequency.

  
  Despite the challenges, I remain open to resolving this issue amicably and urge Interstate Waste Services to take appropriate steps to address this matter fairly.
  
  
  
  Regards,
  
  
  
  **** ******

  , I had breached the contract, and they could no longer honor the agreed-upon service modification. This position contradicts their previous advice that led me to hire the new company in the first place.
  
  This complaint arises from unclear communication and contradictory statements from Interstate Waste Services regarding their service modification agreement and my subsequent actions.

  Business Response

  Date: 12/23/2024

  The
  customer is currently under contract with Interstate Waste Services for waste
  collection service.  The customer has
  attempted to end the contract early, which is permissible, provided the
  customer pays the remainder of the contract. 
  We are actively working through alternative solutions with the customer
  to resolve the situation, but have yet to come to an agreement.

  Business Response

  Date: 01/17/2025

  In an attempt to demonstrate Interstate Wastes efforts to communicate with the customer in order to resolve this issue, the following is additional context related to this matter, including service agreement terms, dates and details of customer ****************************, and container ***lacement activity.
  
  Regarding the service agreement terms:
  Initial term 6/1/19 6/1/24
  Automatic renewal term 6/1/24 6/1/27
  
  SECTION 8 of the *********** Agreement addresses DEFAULT, TERMINATION:
  In the event that the customer believed there was a default on IWSs part, the Agreement states the following is to occur: If during the Term, either party shall be in breach of or default under any provision of this Agreement (Default), the other party may, at its option (i) suspend its performance until such default is corrected and the non-defaulting party has been fully compensated for any loss resulting from such Default or (ii) terminate this Agreement, provided however that no termination shall be effective until the complaining party has given written notice of a Default to the other party and the other party has failed to cure such Default within ten (10) days of such notice (with respect to to a failure to pay) or within thirty (30) days (with respect to all other breaches or defaults). In the event that Customer fails to pay Company or fails to perform any other obligation under this Agreement, Customer shall pay, in addition to the amounts due, any and all costs incurred by Company as a result of any referral by Company to an attorney.Notice of termination shall be in writing and sent by certified mail, postage p***aid, return receipt requested at the address set forth on the reverse side.
  
  Timeline of customer ****************************:
  1/16/24 Sales *** spoke to customer.  According to the ***, met with ****, said no issues, the trash is sometimes completely full but to no fault of IWS. Appreciated me stopping by.
  2/14/24 Sales *** discussed service agreement renewal with *****.
  6/11/24 Sales *** learned that customer did not wish to sign an updated agreement with IWS.
  8/1/24 Customer attempted to cancel service. Sales *** informed customer of the valid service agreement in place with ***.  Sales *** negotiated price decrease with customer. Sales *** submitted service change request to reduce service to (1) 2yd 1x per month for $80.00.  Service change was rejected upon sales manager review due to historical disc***ancy in service levels, meaning (1) 2yd 1x per month would not be enough service. Customer has received ********** per week since 2013.  Sales manager reviewed service decrease request with sales ***.  Upon further review, sales *** learned there were competitor cans on site which constitutes a breach of contract.  Customer was notified of a breach of contract and that they would be held to contract.  Competitor was notified of tortious interference calling attention to the existing contract between *** and the customer.
  9/11/24 Last payment made to IWS by customer for August 2024 service.  No payments made by customer for September 2024 or subsequent months.

  Regarding attempted container switch:
  9/16/24 IWS attempted to switch out a 6yd dumpster due to a rotted bottom. (This switch out was independent of the customers request.)  Customer refused 6yd switch out stating they were waiting on smaller containers.  Sales *** was contacted and confirmed smaller containers were not to be delivered.
  9/18/24 IWS cancelled customer container switch out.
  9/23/24 IWS driver ***orted *** cans turned around to prevent use and service, and competitor containers in use.

  Customer Answer

  Date: 01/20/2025

  
  Complaint: 22640612
  
  Thank you for your detailed response. However, I must reiterate that the issue at hand is not about IWS breaching the contract but rather about miscommunication and lack of clarity from your team, which led me to take actions I would not have taken had I been fully informed. Let me provide additional context to clarify my position.

  
  On August 1, 2024, I confirmed over the phone a service modification to reduce my service to a smaller bin with the lowest pickup frequency. Based on this confirmation, I adjusted my waste management planning accordingly, believing the change had been approved. I was never informed that this modification was later rejected by your sales manager. This critical piece of information was withheld from me, which caused significant confusion and further issues.

  
  On September 16, 2024, an IWS truck arrived at my location. To my understanding, this visit was to exchange the dumpsters for the smaller bins I had been promised. The driver, upon seeing that the larger dumpsters were still full due to my lack of prior notice, instructed me to stop using the dumpsters and assured me he would return. Following his instructions, I refrained from using the dumpsters and prevented further filling. The explanation in your responsethat this was a routine switch due to a rotted bottomseems inconsistent with the events and raises concerns about the accuracy of your records. It appears to be a post hoc justification for a mismanaged situation, particularly given that the driver acknowledged miscommunications like this were common.

  
  Additionally, your response references a discussion with ***** regarding the service agreement renewal on February 14, 2024. This is impossible, as ***** passed away in November 2023. This raises further concerns about the accuracy and credibility of your records and the integrity of the information being provided.

  
  Due to these miscommunications and inconsistent actions, I was forced to hire another waste management provider to ensure reliable service. If *** had clearly communicated the rejection of the service modification and managed the situation appropriately, I would not have taken this step. Therefore, accusing me of breaching the contract by hiring another provider is unfair, as my actions were a direct consequence of **** failure to honor its commitment and communicate effectively.

  
  Given these circumstances, I request that *** take responsibility for the mismanagement and work with me toward a fair resolution. I propose either an immediate termination of the contract without penalty due to the disruptions caused by *** or an agreement to honor the modified service terms agreed upon in August 2024, with no penalties or retroactive charges for the months the dumpsters remained unused. I value fair communication and reliable service and hope *** will address this matter in good faith so we can resolve the issue amicably.

  Business Response

  Date: 01/31/2025

  Our sales manager has scheduled a meeting with the customer to discuss the situation further.  We will provide an update following the completion of the meeting. 

  Business Response

  Date: 02/18/2025

  We appreciate the customers feedback regarding this issue.  Customer has approved closure of this complaint.  

  Customer Answer

  Date: 02/13/2025

  
  Complaint: 22640612
  
  I am rejecting this response because: The reason I did not respond sooner is that the latest communication from IWS stated they were working with me and scheduling a meeting. I was waiting to be contacted to arrange this meeting, but since this complaint is being closed I would like to provide my final response and approve its closure. here is my formal response: I was never informed of any such meeting, nor was anything scheduled with my knowledge or consent. If *** scheduled a meeting unilaterally without notifying me, I was completely unaware of it. That being said, I am relieved that *** finally came and removed their dumpsters. After all the miscommunication and frustration, its good to see some action on their part. However, the fact that they did this without any notice only reinforces how poorly they handled the situation. I sincerely hope they do not attempt to charge me for the past few months when I did not use their service.
  
  
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:11/12/2024

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **** ******

  I am hoping that IWS will act in good faith to change the container and truck as promised.

  Business Response

  Date: 11/20/2024

  We have been in touch with the resident.  Our operations team has determined the trucks servicing this area are operating within manufacturer specifications.  However, we have agreed to switch to a different type of commercial container at this location, and subsequently different type of truck, in an effort to reduce the amount of noise generated.  Both the resident and IWS feel this is a suitable solution. 

  Customer Answer

  Date: 11/26/2024

  
  Complaint: 22547367
  
  I am rejecting this response because: 
  *** telephoned me to inform me that the change would take place this past Friday November 22,2024.  The change of container/commercial dumpster and corresponding Garbage Truck were not changed and no further information has been provided. I am requesting that the case remain open pending the implementation the *** proposed action plan.
  
  
  Regards,
  
  **** ******

  Business Response

  Date: 12/03/2024

  The container was replaced on 11/27/24, which we have confirmed with the resident.  We called on 12/3/24 to follow up and left a voice message. 

  Customer Answer

  Date: 12/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  **** ******