Complaints

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

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Waste Connections of Texas has 14 locations, listed below.

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  Waste Connections of Texas

  10001 Woodloch Forest Dr Ste 400 The Woodlands, TX 77380-1952

• 

  Waste Connections of Texas

  2010 Wilson Rd Humble, TX 77396-1537

• 

  Progressive Waste Solutions

  1910 S. Main St McGregor, TX 76657

• 

  Progressive Waste Solutions

  1910 S Hwy 317 Mc Gregor, TX 76657

• 

  Progressive Waste Solutions

  2010 W IH-10 Seguin, TX 78155

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:03/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have residential garbage service provided by waste connections lone star of ********, texas. We are billed ***** a month for 1-96 gallon receptacle. They have missed numerous pick *** in the past several months, but the straw has finally broken the camel's back. Our scheduled day for pick up is Friday. Friday, Mar. 1 2024 our garbage was not picked up, i called the office and after waiting on hold for 13 minutes, was told the regular route would be run and trash would be collected on sat, Mar. 2. They did not run Saturday. Their offices are closed on the weekend, so i called back on Monday and was told that garbage would be picked up on regular pick up day, Fri, Mar 8. No service provided on Mar. 8, called again and was told they would be running on Saturday Mar 9. Did not run and again, offices are closed on the weekend so unable to notify of non pick up. Called again, Mar. 11 to notify of non pick up and was told they be here, today, Mar. 11. Requested a credit for non pick up. Was told credits were not being issued because it costs the same at the dump for them to drop their load. I live in the country. There are dogs, cats, coyotes, raccoons, opossums are other various wildlife. Needless to say, trash left at the roadside indefinitely will get pilfered and i guarantee that if the truck ever does show up, they will not be picking up the scattered trash throughout the neighborhood. Have been told previously that there trucks are monitored by GPS so they know the driver has completed their route. I have personally witnessed the trash truck stop and collect trash down the street, speed past the rest of the homes with their barrels sitting at the curb, turn and around at the end of the street and leave the area not having collected the trash, but apparently, according to GPS, have completed their route

  Business Response

  Date: 03/27/2024

  The customer was contacted and her trash was serviced

• Initial Complaint

  Date:02/25/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Waste Connections bought our local trash company, ** ********* in 2023. They are not adhering to our contract, and have not picked up our trash since January 30. Our neighborhood and others in our area have not had pickup for almost 4 weeks. Trash is piled up and overflowing at the curb. When calling customer service, we have waited for over an hour, only to get disconnected when it was our turn. Got through the the billing department, and was promised trash would be picked up on Friday, but no truck even came through our neighborhood. We have filled out numerous online requests, as well as sent many emails - no response, no pick up. This is completely unacceptable. We would like the job finished and a refund of the $118 we just paid for the quarter of service (that has not been fulfilled). We are going to pay an outside party to remove the trash as we cannot go another week with it piling up. We will be sending that bill to Waste Connections.

• Initial Complaint

  Date:02/02/2024

  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.

  [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 would be satisfactory to me.  
  
  
  
   
  

  Business Response

  Date: 02/05/2024

  I was able to speak to Ms. ******** on Friday and we were able to work through the concern together. The service was set up by Ms. ******** using a Waste Connections online new customer form. We believe that when the form asked for the payment to begin the service it also asked for the payment card's billing address and that is why the address was set up as it was. Ms. ******** had feedback that helped for us to determine that  this was the issue and I wanted to work with her due to the confusion. We waived the collection's fees originally communicated, and she made the payment for the 90 day balance right then on the phone with me. I was able to send the auto payment set up link and I can see that she has successfully set up auto payment at this time. I left our conversation confident that the concern had been resolved and that if she needed anything further that she had my name and is free to ask for me if she needs further assistance. 

• Initial Complaint

  Date:01/30/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Nowhere in our agreement the contract states that overcharge will be imposed even if the total content in the container  is contained within 2 yds limit. Throughout the year month after month , their container remained empty and  it was  only one day we placed some content where few pieces were exposed and were above the edge of the container but total volume of the garbage was way below 2yds.Waste Connections claim is baseless and making a false excuse to collect extra money . They have done so few times at the beginning of their contract and they failed to give proper explanation when asked why we have to pay extra.  Waste Connections suspended their services via email and by mail over and over to give us final notice that they have suspended their services. We continued to pay them three months in a row ($97/mo) even though the container was 100% empty ( no garbage placed ) and with their first service suspension notice. After receiving their final warning of suspension of their services. we declined to make any future payment as they stopped rendering their services. Waste Connections is known to deceive many local clients which we came to know from all the reviews in published report. We would not accept their claim or any demand for any additional money based on their service suspension notice. 
  
  Regards,
  
  
   
  s usual their standard fee every month onwards without failing. But Waste Connections started asking for higher fees with interest over the cumulative amount and finally informed us that they suspended their services. Our management informed all our staff not to dispose any material in their container as thy decided to suspend their services. Waste Connections continued to send us monthly bill even though they never picked up anything from our site . They started sending us email with a threat of late penalties, collecting fees via collection agency and finally demanding cancelling the contract and asking us to pay a fee of five years contract amount for the breach of the contract. We have been putting up their non-stop abuse and harassment every few weeks with an ongoing demand of money even though they stopped rendering any disposal services. We would like to see such harassments are stopped immediately . They broke the contract and they need to face the consequences and not us.

  Business Response

  Date: 01/31/2024

  The service agreement that the customer signed specifically mentions the overloading of the container in Article VIII, Responsibility of Equipment. It also states the customer will be responsible for additional charges each time the container is overloaded. Our business is built on efficiency; if we consistently picked up more trash than what will fit in the container, it would cause more trips to the landfill, our drivers to go over their DOT hours, and many other issues. Though we understand the customer's concerns, this is clearly outlined in the agreement and would not be considered a breach of contract. The customer chose to end the agreement before the terms had been satisfied, which led to liquidated damages being charged to the account. This is also mentioned in the agreement under Article X, Early Termination: Liquidated Damages. A copy of the contract has been attached to this response. 

• Initial Complaint

  Date:01/25/2024

  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.

  We paid our yearly bill. We have canceled service with this company due to non response. They have sent a new bill and we actually should be getting a refund. They have picked up our garbage can

  Business Response

  Date: 01/31/2024

  We spoke to the customer.  Once we did, we found out we are not her service provider, as she has Waste Management not Waste Connections as her provider  

• Initial Complaint

  Date:01/24/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Missed pickups on a regular basis. Always try to blame me for not having cans out. They are put out the night before. They tell me they will have somebody dispatched to pick it out. They never show up and then I go without pick up for another week. Cost is out of control. My portal had a cap on it for security measures. Ive always had a card on file. Their cost kept increasing and the cap got maxed out. They sent me to collections even though I had a card on file. They then made me pay a hefty fee to start service again.Unreasonable delays. The guys dont get out of there vehicles along ********* yet they claimed it was too cold to work. My husband works outside in this cold fixing water mains so Im not really sure how garbage is any different?

  Business Response

  Date: 02/15/2024

  I show on here the contact information is for address ******************** and we do not have an active account with this address. I noticed in the comments that Riverside was mentioned so I am assuming the correct address is on that street? I searched the name and saw an account on that street. we do apologize for the delay in services in January, we did not pull them off the streets due to temps but due to road conditions. It was unsafe for them to continue to be on the streets but we did come back through and get everyone cleaned up once we could safely make it through. For the fee that is mentioned if an account goes into collections for non-payments we do have a reactivate collections fee of $25 for any customer. We do attempt to contact the customers twice before sending the account into collections. I do apologize for the frustrations and I will keep an eye on your account to make sure there are no future issues. 

• Initial Complaint

  Date:01/24/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  There was no such thing as a 'rate adjustment'.  My account with Valley Metro Waste was paid in full for the year.  I was told by Valley Metro that Waste connection would fulfil the prepaid agreement.  I have wrote ltrs to Waste connections explaining all of this in January after receiving their billing   as they have been reluctant to speak with me on the phone and hung up.  I have repeatedly asked them to make arrangements to collect the waste container - no response from them since January when the customer service man hung up on me.  I have never had any service agreement nor rental agreement with Waste Connections, they have never provided service for me, they did provide service only for ********************************  Their ******** and charges are unfounded and I do not accept them.  It is my wish that they would make arrangement to get their waste receptacle.

  my email is:  ******************************
  
   

  
  

  Business Response

  Date: 02/13/2024

  Waste Connections RGV purchased RGV metro in December 2022.  *********** agreements now belong to Waste connections.  There was a rate adjustment in 2023 during the conversion to Waste connections that created a small balance on the account.  Letters and text messages were sent out to all RGV Metro customers about the change.  ********************** does advance billing on the 15th of each month and requires a 30 day notice for cancelation.  *************** called on January 4th  the billing has already been issued for the month.  He was directed to his balance that would need to be paid in order to cancel the account.  The account has been canceled and work order for account has been created to remove the container.  ********** manager has tried to contact Mr. ****** but has had no luck.

• Initial Complaint

  Date:01/20/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Simply trying to receive resolution on my account. The customer service agent started off very professional and suddenly seemed to get annoyed with me as I began trying to understand her reasoning/explanation for this very random charge that I received. I then asked ******** to speak with a manager. She politely placed me on hold for a while and said that shed send my information over. Ive received no returned phone call or email response since January 17th, date of initial email. There was a small prorated fee suddenly charged to me that was never mentioned to me during my initial setup on 12/18. The kind young lady told me on 12/18th that the amount that I was paying ($69) would be charged semi annually. Apparently this is also false and is paid quarterly? Im not satisfied with the misinformation thats being told and its causing an inconvenience.

• Initial Complaint

  Date:01/17/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Price of service has increased 70% in less than a year without explanation of increase. As a Senior Citizen, I feel I’m being taken advantage of. March of 2023, service was $149.45. May of 2023, service was increased to $188.53 (+$39). January 2024, service increased to $253.96 (+65). A business should not increase service price without explaining especially for Senior Citizens.

• Initial Complaint

  Date:01/11/2024

  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.

  ************* Increased pricing and all their emails were in spam.Not was was I called to be notified Prior employee opened the online account with my information. I have never had access to it.They billed me in advance for the month of January on dec 20th.I asked them by phone and email To cancel services and that I did not want the services for the month of January. And to reimburse me the ********************************************************************* January with out my consent.I opened a police report as they are refusing to pick up their bin from my property.

  Business Response

  Date: 01/15/2024

  Attached text with images

  5113-237975
  
  Account *********** was part of an acquisition from RGV Metro Waste back in December 2022.  All accounts were moved into our system and all of their old autopays were canceled.  New information was sent to customers through bills and letters about bill changes and new ways to sign up for online accounts and automatic payments if they chose to.  We have no access to create online profiles or set up auto payments for customers, the customers have to do this on their own.  According to our system notes that are auto generated from our online payment system the customer registered their account online on 3/28/2023 and chose paperless billing. 
  Image
  
  On 3/29/2023 it looks like they went back in there and changed billing email and phone number for the account
  image

  
  As far as emails going to spam we have no control over that.
  We also do send text messages to the number provided on file when invoices are generated that gives them access to see online or contact us.
  
  As far as the cancelation, we require a 30 day notice before services are billed in order to cancel the account.  Services are billed on the 15th of the month for the nexts month billing cycle. All our services are billed in advance. The customer called on December 21, 2023 to cancel the account.  The invoice for ******* had already generated and had been paid though the customers auto pay.  A this point the *** told them it would be canceled at the end of ******* to allow the 30 day notice to which the customer refused and got upset.

   

  If you see attached invoice it does state the account is set up for auto payments and about rate adjustments that may occur due to operational costs.
  
  
  Our office manager will contact the customer and explain the process again.  Cancelation for account has been processed and will review account details with customer.