Complaints

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

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  Waste Connections of Canada - Vancouver

  25 Fawcett Rd Coquitlam, BC V3K 6V2

• 

  Waste Connections of Canada - Vancouver

  4 150 Campion St Kelowna, BC V1X 7S8

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:14/04/2025

  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.

  Hi,Waste Connection has started the tricks again :( This time the $ ***** x 3 has been added on the invoice as container maintenance changes in the name of Tariffs which has not been applied on to Canada yet.I received the invoice yesterday and called in asking for clarification and spoke with ***** at the call centre, I was told that the charges have been increased due to Tariffs which has not been levied in Canada.They have increased contract charges in the past, applied undue force to renew the contract, sales *** with the company always are always changing and the only time we find out is when there is an issue and we call in to find out with who is our ***resentative. Besides 1 or 2 very rare occasions in the past call centre support staff or the drivers coming in for the services are rude and not helpful.Please note that we have been charges for missed container visits several times in the past with NO PROOF OR PICTURES and I had to call in disputing charges and wait for a few months before the credit can be applied on the account.The additional that has been applied on the account needs to be credited IMMEDIATELY and removed from the account going forward.I am hoping to bring this issue to a close before Friday Apr *******

  Business Response

  Date: 15/04/2025

  As explained previously, the $15.00 maintenance charge is a result of increased costs associated with the steel used to manufacture our containers. While we source materials through a Canadian supplier, their prices have risen due to the ********** origin of the steel, which has been impacted by broader market conditions rather than a simple tariff adjustment.
  When market prices increase, we are sometimes required to implement modest adjustments to maintain service quality. Its also important to note that, up until now, *** has consistently repaired and exchanged containers at no cost to our customers as part of our commitment to service.
  We appreciate your understanding and continued support.
  

• Initial Complaint

  Date:07/02/2025

  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.

  ******************************, account no. ****************, recently received its Waste Connections invoice for January 2025 . All the charges seem in line with our contract except for the fuel surcharge of $569.16 and the BC Carbon Fee of *****. Our monthly fuel surcharges since July 2024 have been about $135 per month. In the first six months of 2024, the charges averaged just over $100 per month. In addition the BC Carbon Fee which we have been charged since March, 2024 has been between $11 and $17 per month, but in this latest January, 2025 bill was $75.41. In January 2024, last year, we also received a bill with a fuel surcharge over $500. This was recognized as an overcharge and we were granted a credit. This year when we pointed out the error in billing we recived the following response: "As you know, Waste Connections receives landfill, labour and many other increases each year. Due to higher-than-normal inflationary costs we have incurred, we need to pass through some of the increased costs we have received. In order to maintain our margins these increases must be passed along to our partners. Understanding that we have a longstanding relationship we are not looking to pass on to you the full burden of these increases. This is a good faith gesture that we can continue to work together to facilitate a strong working relationship. This is also located in the Rate adjustment section of your service agreement."This is not only unfair it is inconsistent. IN addition, we are deeply disappointed in the services this company provides. They are consistently late in picking up the garbage and are unresponsive when asked to conform with their contracted delivery services.

  Business Response

  Date: 10/02/2025

  *** has advised that the customers pricing was originally rolled back, and a new term was agreed upon. Due to operational increases, which are put through each year to keep up with the cost demands of the hauling industry. No customers are without increases. This was explained the customer upon the renewal. When increase was applied sometime later, they customer refused to pay even though this was stated in the agreement. *** is not able to roll pricing back again and has explained the reasons behind this to the customer. 

  Customer Answer

  Date: 11/02/2025

   
  Complaint: 22910261
  
  I am rejecting this response because: it is inconsistent with the actions of the company in January 2024 when the same thing happened and the company admitted it was an error in billing. 

  In addition I submit notification that this business has consistently  failed  to empty the bin at the agreed time. This is an additional complaint: breach of contract. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 18/02/2025

  *** has increases each year as discussed. Although there may have been a billing error over a year ago that is not the situation in this case. Pricing is correct and in line with the increase explained in the agreement.

  Customer Answer

  Date: 28/02/2025

   
  Complaint: 22910261
  
  I am rejecting this response because: the explanation provided is not satisfactory.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/12/2024

  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.

  **************** agreement was signed in 2018 and at our old location. Canada Waste Management purchased Revolution and continued our contract. However, we are locked into this contract and cannot exit without penalties. They are monopolizing the market by doing so, increased our rates at the same time. And any negotiations for a reduction in fees will not apply until the 3 year renewal applies. And it is up to me the customer to time this with giving notice. Otherwise they will automatically renew at the higher rates and lock us in. I tried to go to a competitor when they were blocked by this company. We are clearly not the only ones filing complaints against Waste Connections of Canada. *****************************************************************************************************************************

  Business Response

  Date: 04/12/2024

  The statement that the agreements auto renew at a higher rate is untrue. Some agreements have an auto renew clause, but this does not auto renew at a higher rate. Customer has been made aware of the timeline in which they can cancel, by sending in a registered letter. They do not want to wait. *** is unable to monopolize the market due to the fact there are many, many other haulers in the industry competing for business. 

• Initial Complaint

  Date:15/11/2024

  Type:Order 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.

  Dear BBB,I am writing to formally lodge a complaint against Waste Connections of Canada for what I believe to be abusive pricing practices, lack of transparency, and breach of contract. Over the past 48 months, Waste Connections has raised our service price from roughly $200.00 per month to $850.00 per month for the exact same servicean unprecedented increase of 323% (this in not a typo) THREE HUNDRED TWENTY THREE PERCENT INCREASE. To provide context, a competitor recently quoted us $160.00 for the same service, illustrating that Waste Connections' pricing is exorbitant and predatory.Our contract with Waste Connections includes a clause requiring 30 days' advance notice for any price adjustments. However, this stipulation was not honored. We were not informed in advance, and upon questioning, were told that the price increase was due to "increased operational costs, and price index adjustments." and that it was not refundable. This justification is not only insufficient but seems deceptive, as data shows that operationlal costs for the industry in Canada rose on average 20% during the same period.Moreover, Waste Connections has employed purposefully confusing, unreadable contracts that make it difficult for clients to understand the terms and conditions fully. This lack of transparency has left us feeling trapped and exploited by a company that prioritizes profit over fair business practices.This egregious pricing strategy and disregard for contractual obligations necessitate action. In the public's interest and our own I request that the BBB investigate and expose Waste Connections' pricing and contract practices, as I believe they amount to price extortion and a clear breach of ethical business standards.Thank you for your time and attention to this matter. Please feel free to contact me should you require further details. I look forward to your support in helping bring accountability to Waste Connections of Canada.Sincerely,****** ***

  Business Response

  Date: 15/11/2024

  Customer and *** have been in contact. *** explained to the customer via email that his agreement is open to rate increases and showed the portion of the term for reference. *** has tried to work with the customer on price but there it never comes to a resolution because *** can't reduce pricing to what customer prefers, they are taking the complaint to BBB. There is nothing more we are able to offer this customer that has not already been offered. 

  Customer Answer

  Date: 20/11/2024

   
  Complaint: 22558338
  
  I am rejecting this response because:

  The response is self- incriminating and essentially states that: It is considered a normal business practice for WASTE CONNECTION OF CANADA to increase their fees by over 300% for the same service without advising their customers.

  Do I really need to explain why this is absurd?

  Sincerely,

  ****** ***

  Business Response

  Date: 22/11/2024

  Customer is being misleading. There was a $40 increase to the account. This is nowhere near 300% of the invoice. The customer is adding up increases over previous years and combining them to make it look like the increase was much larger than it actually was.  

  Customer Answer

  Date: 05/12/2024

  First bill # ******** October 2020  $202.86 
  48 months later bill # ******** October  2024 $856.72
  For the same service.
  Increase Percentage: 322.22%
  The person responding for Waste Connections is misinformed or dishonest.
  Which one is it?
  
  ****** ***
  ********************
  ******************

• Initial Complaint

  Date:14/11/2024

  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.

  I am reaching out regarding an issue with my service contract, which I requested to cancel on November 5, 2024. After my cancellation request, I was informed that I am still under contract. However, upon reviewing the contract details, I noticed several discrepancies that raise serious concerns.1. Contract Details: The contract document appears to have the previous owner's business information, including their business name and number. My only identifiable information within the document is my email address; it does not contain my legal name, corporation name, or correct phone number.2. Alleged Signature Date: I was informed that I signed this contract in April 2021 via ********. However, I have no record of this document in the email associated with my account ******************* I have checked thoroughly, and no such document or contract appears in my inbox or sent folder.3. Inaccessible Link: I was told that a link was sent to me to sign the contract. However, I am unable to access or verify this link to confirm any details of the document or my supposed signature.Due to these irregularities, I formally dispute my contractual obligation to Waste Connections of Canada. I am in the process of selling my business and am seeking to terminate my contract. Given the lack of verification regarding my personal and business information, as well as the absence of any record confirming my signature, I request an immediate cancellation of the services.Please address this matter promptly and provide confirmation of the cancellation. If you require further information or clarification, I am available to discuss this at your earliest convenience.

  Business Response

  Date: 14/11/2024

  Customer was aware of the agreement. 

  Attached is a screenshot of the email & link that was sent to this customer. It was addressed to the customer & to the email in which the customer states he does have access to (above) The email states that we are keeping the pricing the same as the previous customer and transferring the agreement. 

  Speaking with the *** who handles this account now, customer wants to leave the agreement without following term conditions. 

  The link on all of our agreements expires after a certain number of days, this is why you cannot open the link 3 years later

  You can see the email was sent to the customer on 4/5/2021 and the agreement was signed the same day.

  Thank you. 

• Initial Complaint

  Date:23/10/2024

  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.

  The service provider raised their fee 4 times within 2 years to almost double of initial term laid out in the contract. The rate adjustment clause of the service contract is interpreted in their own favor to be able to enforce price increase to whatever the amount and whenever they decide to do so.The service contract includes rate adjustment clause where they explain that the customer can object to the price increase by written notice but according to the account manager, the clause only applies to a single scenario but not the rest of cases in the same clause. So using this logic, they are telling me I cannot object to any price increase thus having forced to accept their price increase. So, they get the customer to sign up using their initial pricing and hike the price and forcing customer to accept it without any power to dispute it. As explained above, there is a price objection clause which cannot be used if they claim that their cost also went up but without having to explain their cost increase or the increased amount. According to their contract (or how they inteprete it), they are able to raise $100 per month if their cost went up by $0.01 and the customer cannot object to the increase since their cost went up and they are transferring the cost to the customers.

  Business Response

  Date: 30/10/2024

  Customer has been in contact with our **** The options of what the customer is eligible for as per the term agreement was offered and the customer refused. Customer is unhappy that we cannot further reduce pricing.

  Customer Answer

  Date: 31/10/2024

   
  Complaint: 22462405
  
  I am rejecting this response because:

  They have never reached out to me nor made an offer even after calling their customer support and leaving my phone number twice in last 10 days.  My original complaint wasn't about reducing current pricing but to follow their terms in the contract with regards to unauthorized price increase where they had forced an price increase 5 times in less than 2 years.  When I reached their account manager, he basically sent an option where 1) I accept the price increase 2) pay penalty and break the contract and 3) break the contract and be sued.  When I asked to clarify their contract whether they are able to force a price increase without customer being able to object to the increase (which is stated in the contract), they basically told me to get legal representation and that they cannot help me further.

  So, as I mentioned in the original complaint, this business will have the customers sign up on introductory pricing with 5 year term and then keep increasing the price without limit.  The rate increase clause of the contract states that customer can object to the price increase but is intepreted in their own way telling me that I cannot object to their price increase and price objection can only be done if they raise the price without any reason.

  
  
  Sincerely,
  
  Young Cha

  Business Response

  Date: 22/11/2024

  Three screen shots showing we have been in contact with the customer. 

  The signature on the agreement is the same name as the person who is debating the fact it was signed. The contract was not only signed by this customer, but it also the agreement went the exact email the customer specified is their active email. It was signed for and sent back via this email address.

  Tried to upload the thread but site would not allow. had to supply screenshots.

  Customer Answer

  Date: 25/11/2024

   
  Complaint: 22462405
  
  I am rejecting this response because:

  Incorrect recipient and business in which the attached communication refers to.  Attached communication chain is with another business called Joonhair whereas my business name is Club Salmon ******* ******* 

  
  Sincerely,
  
  Young Cha

  Business Response

  Date: 09/12/2024

  In the terms and conditions of the agreement, it states that *** is able to increase pricing due to increased/increasing costs associated to hauling. All haulers have this stipulation in their agreement as the market continually fluctuates (always increasing.) Not having this clause would create financial strain and or possibly put a hauler out of business. The constant rising of rates at facilities, landfills, fuel, CNG, labor, safety, is astronomical. These terms were clearly laid out for the customer. It says so in the agreement they have attached. As mentioned previously, our sales *** offered lower pricing, and the customerrefused.

• Initial Complaint

  Date:04/09/2024

  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.

  Our bill has been increasing almost every month by close to $100 despite no changes to our service or contract. Every time we ask what the "commodity adjustment" is for we are told we can just sign a new five year contract with a reduced rate, but no explanation why our bill keeps increasing. It's gone up from $700 something to over $1100 in one year. Last time we signed another 5 year contract for our rate to be adjusted (we were told we would get a better rate if we made a new contract) and the exact same thing happened. It increased by hundreds of dollars slowly every month. We cant help but feel we are being taken advantage of. There are so many complaints against this company already and we have had multiple issues with them over the last two years. We have been quoted much better rates and service from other providers but we are trapped with Waste Connections. Once our contract is up we need to get out. Please stop doing this to your customers. You are killing our small business.

  Business Response

  Date: 05/09/2024

  WCC *** was speaking to this customer in August.

  The *** asked the customer if they could meet to discuss the increase, and the invoicing, however the customer declined. *** *** is still willing to meet with the customer to discuss.

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 22236629
  
  I am rejecting this response because:

  A few months ago I was given the option to renew another 5 year contract which I did not sign. I feel very hopeless because it was apparent that even if we discuss it, the only solution we are given is to make a new 5 year contract (even when our current one isnt finished) to trap us into a longer arrangement. When I have agreed to do this in the past for a reduced rate, the bill continues to go up again little by little until its back to over $1000 a month which is hundreds of dollars over the total at the time of signing the contract for the exact same service. You still havent answered our question about the commodity adjustment and continuous price increases. Please answer here why our bill continues to increase and what can be done without us having to sign another 5 year contract. It should be solvable by this communication. We dont want to be pressured into making a new contract again. 

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

  Business Response

  Date: 10/09/2024

  The cost to operate in the hauling industry is going up substantially and *** takes on the majority of increases each year. The continual rising cost at landfills & facilities along with the rising cost of steel, fuel, CNG, labor, etc. is exponential. We have (as do all haulers) stipulations within the agreement to increase when these costs continue to rise. If haulers did not increase pricing to keep up with market rates, they would no longer be able to operate. *** *** has tried to speak and work with customer, but we have not heard back yet.

  Customer Answer

  Date: 19/09/2024

   
  Complaint: 22236629
  
  I am rejecting this response because: We still haven't received a clear and detailed answer for what the commodity adjustment is for either. One of the reasons for this complaint through BBB is because Waste Connections of Canada would not provide us a clear answer when asked directly. I asked by phone and email for a clear answer. Please provide a clear and detailed answer. We are always just presented with the option to sign a new 5 year contract. We do not want a new 5 year contract that locks us into unaffordable price increases for a longer period of time. We currently have 3 years left on our contract and it should be possible to have clear answers in writing when we have questions. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 23/09/2024

  *** *** has been in touch with customer to discuss commodity and agreement

  Customer Answer

  Date: 25/09/2024

   
  Complaint: 22236629
  
  I am rejecting this response because: I have not received any email from Waste Connections of Canada regarding this complaint yet. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 02/10/2024

  We have reached out and reminded the *** to contact customer. Customer will receive a call today.

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 22236629
  
  I am rejecting this response because:

  We did not receive a call - both voicemail and caller ID were checked for the last few days. 
  Alternatively, you may contact me via email (the same email address as our billing is sent to). 

  We just want a clear explanation in writing of what the commodity charges are and why our bill has nearly doubled since starting our contract. 
  The current contract has three years left. Signing a new 5 year contract with no answers is not sufficient. 

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

  Business Response

  Date: 15/10/2024

  *** *** spoke to customer and explained the price increase in detail. Customer is unhappy with the increase and does not want to accept. The increase falls withing the *** terms and conditions. Customer has been informed that there will be no price reduction

  Customer Answer

  Date: 17/10/2024

   
  Complaint: 22236629
  
  I am rejecting this response because:

   

  No one has reached out to me by phone or email still :( 

  I haven't received a detailed explanation in writing of what the commodity adjustments are for.... I don't think this is too much to ask :( 

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

  Business Response

  Date: 21/10/2024

  We went back to the **** and they confirmed that she spoke to the site and they are very angry we are not budging with pricing. Customer is saying we didn't speak to them to continue on the pressure of rolling back their price.

  Customer Answer

  Date: 25/10/2024

   
  Complaint: 22236629
  
  I am rejecting this response because:

  No one has reached out to me, no one has contacted me by phone or email since I started this complaint. I havent spoken to anyone and I am not angry. I just want answers. Please contact me. We just want to know why the price keeps going up, and a clear explanation of the commodity charges in writing The last time I asked about to earlier this year I was only given a new 5 year contract to sign instead of an explanation. Please just provide us with some clarity. I am actually a very nice person. We just want answers to our questions, and for someone to reach out to us. You have our phone number and email. Please just reach out and provide explanation that is clear. You said someone was going to reach out to us and they didn't. 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 30/10/2024

  *** has called this customer 2x today and no one is answering her call. Messages were left and we are awaiting a call back.

  Customer Answer

  Date: 30/10/2024

   
  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.

  I have spoken to the *** after finally receiving a call today and she provided me with an agreeable solution.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:28/08/2024

  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.

  In December 2023, we are renewing our existing contract with this company. After agreeing to the new contract price, we signed up the contract. However, they changed the term of the contract without notifying us. It's 6 months after we signed the new contract but we never got billed by the agreed pricing as they kept adding different kind of charge to our billing. In the recent bill, they actually increase 20% of our contract price. When we asked for the explanation, they said on the term on the new contract allows them to change the agreed price any time at they need to. Also, they need us to sign a new contract for another 5 year terms. These rep are very sneaky. Highly not recommend to sign any contract with this business. Besides, the service is very bad. They also have missed pick-up, incorrectly charges and delayed in response. We scheduled extra pick-up with them; however, no one showed up but the service was charged. When we checked with the **** they kept saying that their record showed that their driver picked up the garage. We requested the time of the pick up and pulled the surveillance to proof that no one had come at all. Even that, they still denied and claimed that service was provided. Their service is out of standard. Their quote sounds reasonable but they never billed you based on the quote price as their contract term allow them to change the cost anytime at they need. It is the worst decision to do business with these people.

  Business Response

  Date: 29/08/2024

  Customer has not left their address visible, and we are unable to locate this account to further assist. Can we have the customer respond with their site address?

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 22210674
  
  Our account information is 7300-691228-0000.  We do not satisfy with your service because:

  1. short notice of price increase and short period of responding time for objection

  2. the customer service received is below the industry standard

  3. the contract signed less than 8 months but the price keeps going up.  Even though you can have all the reasons to increase price based on the term listed, but it is not a honest practice and you are not seeking for business cooperation.  We provided our credit card on your account so that the payment can be withdraw in a timely manner; however, we keep receiving message saying the payment did not go through because the bill keeps going up every single / bi-months.  What is the purpose of signed a 2 years contract or even 5 years as required by your customer service if you cannot even commit a fixed service cost for us.  

  4. the cost of increase is unreasonable, it's 35% of the contracted price signed on Jan 2024.  

  Sincerely,
  
  *** ****

  Business Response

  Date: 10/09/2024

  The cost to operate in the hauling industry is going up substantially and *** takes on the majority of increases each year. The continual rising cost at landfills & facilities along with the rising cost of steel, fuel, CNG, labor, etc. is exponential. We have (as do all haulers) stipulations within the agreement to increase when these costs continue to rise. If haulers did not increase pricing to keep up with market rates, they would no longer be able to operate. 

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22210674
  
  I am rejecting this response because you are asking for additional information. 

  our site address is ******************************************,  BC. this information should be associated with our account number that was provided to you in our previous respond.

  Sincerely,
  
  *** ****

  Business Response

  Date: 25/09/2024

  A manager for the sales team has called the customer and they have come to an agreement and resolved the matter.

• Initial Complaint

  Date:27/08/2024

  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.

  We signed 2 new 36 month contracts on 31 Jan 2024 for garbage disposal for 2 locations with the prices for the services stated on the contract. But only 6 months into the contract, on their 31 July 2024 invoice, they hit us with a 31% increase. Numerous messages were left for the account manager who we dealt with were unanswered. We sent them a registered letter objecting their price increases on 12 Aug 2024 that was received and signed for. Finally, yesterday the account manager called back but only to tell us that they have the right to increase their prices under their price adjustment clause, thus the price increase is valid and our objection registered letter is not. I was just thinking what good are these contracts then, it is more like we signed 2 contracts to be ripped off? I am writing here and am hopeful we could get some kind of resolution as we still have 30 months to go. I just can't imagine if we don't have some kind of protection against their aggressiveness with their unethical business practices. We were with Revolution Disposal *** for the longest time and had no problem whatsoever. Yes, they had price increases but they were more like CPI. But then the *** was taken over by this Waste Connections and all h*** broke loose. On their price adjustment clause, did I understand it correctly that if we sent them an objection letter to the price increase within 15 days of the billing date and continue paying with the agreed price on the contract, they may, at their discretion, terminate us by giving us a 30 day written notice?Please advise. I am also attaching both contracts and invoices, before and after the increase.Thank you very much and let me know if you have any questions Much obliged *** Linaksita

  Business Response

  Date: 05/09/2024

  The customer is able to cancel if they send a registered letter in the cancellation window or pay LD. His objection to the price increase is invalid because in the rate adjustments part of the contract the customer is able to object to the price if the increase did not take place due to labor costs, disposal costs, insurance costs, transportation costs, or a change in disposal facilities. The key words in that portion of the contract are where the circumstances above do not apply

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 22203586
  
  I am rejecting this response because: 31% increase was just way too high for something that was mutually agreed only 6 months ago. A 10% increase every 12 months would be acceptable starting July 31, 2024
  
  Sincerely,
  
  *** Linaksita

  Business Response

  Date: 10/09/2024

  *** has already responded to this customer. They have opened 2 ********************.

  Customer Answer

  Date: 13/09/2024

   
  Complaint: 22203586
  
  I am rejecting this response because:

  What did you mean by *** has already responded to this customer. They have opened 2 ********************.? What response and what 2BBB?  Here what we are willing to do. We will accept your price adjustment clause but not at any unreasonable rate set by you, like this 31% increase in just 6 months into these new contracts.  Our very reasonable proposal for adjustment is 10% annually. We have obtained a quote from your competitor. When we apply our proposed 10% adjustment to our contract pricing with Waste Connections, we will be paying more than your competitors quote.What more do you want?
  
  Sincerely,
  
  *** Linaksita

  Business Response

  Date: 17/09/2024

  *** *** has already tried to reach out to customer and has had no ***ly. If you would like to get a hold of our customer service department, we can make sure that you get connected with your *** who can discuss your pricing. When you call in, advise you have written a BBB and you are looking to connect with your ***. *** can supply their email and cell number for contact and help get you to the person who can assit you with your concerns.

  Customer Answer

  Date: 18/09/2024

   
  Complaint: 22203586
  
  I am rejecting this response because:

  Please be straight forward.  Nobody from Waste Connections had tried to contact us to resolve this. I was the one who forwarded your ***ly to the Waste Connections *** yesterday and I got the ***ly this morning.  This was the ***ly: "As discussed previously I'm unable to lower your pricing. The price increase was totally in line with everything written in the contract". 

  Obviously Waste Connections is not willing to do anything to resolve this matter. We still think that 31% increase is unreasonable price adjustment increase. Maybe it is time for binding arbitration?

  
  Sincerely,
  
  *** Linaksita

  Business Response

  Date: 20/09/2024

  *** has asked the *** to get in contact with the customer to discuss the increase and the agreement.

  Customer Answer

  Date: 23/09/2024

   
  Complaint: 22203586
  
  I am rejecting this response because:

  Nobody has tried to contact me.  Our conversation with the **** whom I contacted, was Sep 18th.

  Your responses have been one or two steps backward and have shown no progress toward this complaint. Please read and review communication history of this complaint before responding. 

  
  
  Sincerely,
  
  *** Linaksita

• Initial Complaint

  Date:16/08/2024

  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.

  Continual auto-renewal of contract for 5 year term. Each renewal at significantly higher rate, more than double original contract.

  Business Response

  Date: 16/08/2024

  Customer has left out the site address and WCC is not able to locate the account. This complaint is not a customer service complaint, it is a pricing complaint and if we can get the location of this account, we can have the account manager call and help with her concern.