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Business Profile

Hazardous Waste Services

Wastexpress

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hazardous Waste Services.

Complaints

This profile includes complaints for Wastexpress's headquarters and its corporate-owned locations. To view all corporate locations, see

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Wastexpress has 2 locations, listed below.

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    • Wastexpress

      11615 N Lombard St Portland, OR 97203-6642

    • Wastexpress

      5812 S Adams St #B Tacoma, WA 98409

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:09/26/2024

      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.
      Employee in ******** ****** **** took samples of waste on my land that I need to have disposed of.He came to the property and took samples and gave me 3 quotes, but I have been trying for a week to reach him to have him move forward with the removal for a week now. I have a contract on the land but without the waste removed by 11-20-24 I the sale will be cancelled. the highest quote was ******* . does the company want my business?

      Business Response

      Date: 10/11/2024

      Dear Better Business Bureau,

      We are in receipt of your letter dated September 26, 2024,notifying WasteXpress Environmental (WXE) of a complaint recently filed by a customer, which has been assigned ID # ******** (the Complaint).  WXE received the complaint via ************* Postal Service at our *********, ** location on Thursday, October 3, 2024. The Complaint comes as a surprise to us, both because WXE prides itself on customer ********************** and because *** was not aware that the customer had any concerns despite recent communications between the parties.  Indeed, just last week WXE staff provided the customer with additional information and a final quote, and the customer requested a copy of the quote that she could sign via DocuSign.  *** can begin providing services to the customer promptly after receiving the signed quote from the customer.

      ********************** provides environmentally safe waste disposal and waste management.  WXE has provided services since 1989 to clients throughout the ***************** and other Western states.  As part of its suite of services, WXE routinely conducts customer site work including waste removal,filter swap outs, and scrubber cleanings to demolitions, and decontaminations,among other services. 

      On September 3, 2024, the customer called WXEs main telephone line about a project to remove approximately 50 or more 275-gallon totes filled with polymer concentrates on an over-grown vacant lot.  An employee of WXE promptly responded to the inquiry that same day, requesting additional information and scheduling a site visit to the property in *************, ***********  The customer provided pictures and additional information to that employee by email, and visited the property on Thursday,September 5.  The customer did not participate in the site visit as they apparently reside out of state. 

      On Monday, September 9, the *** employee emailed the customer three initial estimates for *********************** ranging from approximately $45,000 to $140,000, each reflecting different levels of services depending on the results of an analytical analysis and corresponding treatment and disposal requirements.  That same day, the *** employee spoke to the customer by telephone, and it sounded like there was some doubt about whether she intended to proceed with the project given the cost.

      The customer did not follow up further with WXE that week.  Beginning on Monday, September 16,the WXE employee who was working with the customer was on a long-planned hunting trip and was off the grid. Before departure, that employee set an automatic email reply, advising senders that I will be out of office on vacation September 16th, returning September 30th.  I will have no access to email or phone.  If you need immediate assistance, please reach out to our general sales email at ********************** you can call ************.  Thank you.

      Between Monday, September 23, and Wednesday, September 26, the customer apparently called that WXE employee on their cell phone.  WXE does not have any record of the customer emailing that *** employee (or any other WXE employee) or calling anyone else at WXE that week.  Had the customer emailed WXE in response to the quotes sent in early September, they would have learned that the *** employee was on vacation and had no access to email or phone.  And had the customer called WXEs main telephone line, WXE would have advised the customer of the employees absence and addressed their needs to move the project forward.  Instead, and unbeknownst to WXE, the customer filed the Complaint with the ********************** only a few days after the first missed call by the employee.

      On Monday, September 30, the WXE employee returned from vacation and received the customers voicemails requesting a quote for analytical sampling and testing to be separated out from the other services.  A few days later, on Thursday,October 3, that employee forwarded the customer the requested quote.  In response, the customer requested a copy of that quote so they could sign via DocuSign. The customer did not mention filing the Complaint and did not mention any timeline for completion of the project, a potential or pending sale of the property, or a November 20, 2024, closing date.  *** has now sent the customer the quote for analytical testing to be signed via ********. As previously mentioned, *** can begin providing services promptly after receiving the signed quote from the customer.

      In summary, ********************** acted in a prompt and responsive manner to the customers requests. Although it is unfortunate that the *** employee was off the grid for a long-planned vacation when the customer finally responded to the three emailed quotes, the customer apparently chose not to email that employee or call **** main line, all of which they had done previously.  Given WXEs recent communication with the customer, we believe this miscommunication has been remedied and the project appears to be moving forward.  Under the circumstances, WXE respectfully submits that the Complaint be dismissed and not be publicly posted. 

      WXE is available and more than willing to discuss further with either the customer or the ******************** at either partys convenience.

      Be well,


      WasteXpress Management 

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