ComplaintsforWaste Connections of Colorado, Inc.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  After being a Waste Connections customer for many years, we decided to hire a different trash pick up service due to Waste Connections price increases and less service provided. They told us about their new requirement that we can only leave one of our 95 gallon trash cans out on the curb instead of two, which we had been doing previously for several years. This newer policy means that we will have less service from Waste Connections and not get a lower price. This is not acceptable to us, we had been loyal customers for many years. Our regular driver told us that Waste Connections has new management and they changed our level of service. The driver said that they are losing some loyal customers to this policy change and that the new management does not care if loyal customers go to the competition. They are more focused on profits going forward.We recently called Waste Connections to cancel our service because our level of service declined for the price increase. We were then told that we will be billed a $32.00 cancellation fee, which we never signed a contract stating that this fee would be added. Its not our fault that Waste Connections started to lower our level of service and charge higher fees. We had asked them prior to this phone call if we could have a lower price if they only picked up one of our trash cans instead of two, they said no and it would go up in price if we wanted two trash cans emptied every week. This newer policy is unacceptable to us and thats the reason why we are switching to a different trash hauler because of their lower level of service. We are asking for the $32.00 cancellation fee to be refunded and removed from our account.

  

  Business response

  09/17/2024

  Hello,

  I am very sorry to hear of your recent experiences with our company, I have looked into your account and have gone ahead and waived the $32 cancel fee, please let me know should there be anything further that you may need.

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been using Waste Connections services for 5yrs now and they sometimes pick up and sometimes they don't with no explanation and they always try and blame me for the incompetence of their employees. For the 3rd or 4th time they didn't pick up my trash but picked up my neighbors. This seems personal. Not sure why they do this. I called to complain and get them to come out and pick it up and they promise they will but after 6 calls and 5 emails and 4 days they still never showed up to do their job I paid them for. Then after 4 days of calls they send a truck out, not to pick up the trash, but to drop off new trash and recycle bins when I didn't ask for them. I have my own bins that I paid a lot of money for that are much better than the crappy ones they dropped off that break really easy. Nowhere on their site do they say I have to use their bins. Now I have 4 big trash and recycle bins and don't have anywhere to store them!! I want be reimbursed for the cost of the bins I bought which was about $90 for the recycle bin and $70 for the trash bin I can't use anymore. And I want to be reimbursed for the missed pickup and hours of time I've spent in the past week dealing with these incompetent people. I can't believe they get away with how they treat their customers. This is what a monopoly does to a community. It's horrible.

  

  Business response

  09/16/2024

  Hello,

  I am very sorry regarding your recent experience with our company, I am showing that you called in and talked to someone, I show that we have credited you for the miss and that we are removing the recycle container that was delivered to you and it looks like you chose to keep the trash container, we are not able to reimburse you for your containers, because of the change in trucks that we are going to be using eventually it will be a requirement when getting service and for everyone that they use our containers because they are compatible with the truck. Please let me know should there be anything further that you may need from us.

  Customer response

  09/19/2024

   
  Complaint: 22281558
  
  I am rejecting this response because: 

  I don't think you addressed the issue I had. And this is not the first time I've had this issue. My trash was to be picked up on 9/17 and it wasn't so that day I submitted a contact form from your site stating the trash was missed. Then on 9/18 someone called and said someone would definitely be back to pick it up that day and to make sure my trash was back out at the curb. So I pulled it all back out and brought it to the curb. Nobody showed up and nobody called and said they wouldn't show. So I brought all the trash back into the garage and sent another form. 9/19 Antionete called and said they didn't know my trash wasn't picked up and someone would definitely be by to pick up that day and she put me hold to talk to "dispatch" for 5 min and said she talked to them and they would be out there to pick it up or someone would call. So, again, I brought all my trash back to the curb. Nobody called. At 4:30pm I called and they said someone was coming out to pick it up before it got dark. Guess what? Nobody showed. Instead someone came out and dropped off trash cans I didn't want or need.  So I had to bring it all back into the garage and figure out what to do with these two new huge trash containers and send another form. 9/20 ******* called like this was all new information of course and, NO, nobody is picking up your trash. As far as you guys blaming me for the missed pickup because I don't have your new containers. That is ridiculous. Nobody on my block has those containers and they didn't miss a pickup. Did you guys ever think about all the customers that have their own containers and want to keep using them? Antionete actually said to me the drivers don't pickup trash by the address they just look for any trash container with their logo on it? What kind of business are you running there? New special trucks that can only pickup certain containers sounds like a terrible business decision. And terrible for customers. But I bet you cut your work force down and save a dime. Your customer service is terrible. Now I have to try to make sure I can be out in front of my house each time they come around to make sure they do their job...
  
  *****

  

  Business response

  09/26/2024

  I certainly apologize that you have been missed and told that someone would come out and they didn't, misses do happen unfortunately and we are trying to make sure it's not a repeated thing, however it still does happen. As far as servicing customers based on containers that is not true, we do service based on address.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Waste connections refused to pick up my trash for several weeks. I called & reported this multiple times. They continued to not pick up and then request payment for a new term. I refused based on services not rendered and paid for. When I asked them to remove me from their auto system of requesting payment they now say they will be billing me a prorated amount during the time they didnt pick up my trash nor rendered service nor returned my call. Opposite from a previous conversation where they confirmed they did receive my calls, now claim they have no notes of any communications from me. They have terrible service and customer service. In addition they never even delivered my new bin that was supposed to be included in service. When asked about it (& pointed out my next door neighbors received theirs weeks ago) they claimed I must be on a low priority for delivery and not yet scheduled to receive it. My neighbors are also planning on discontinuing their service in the next few weeks based on price hikes and poor service.

  

  Business response

  09/11/2024

  Hello,

  We have gone ahead and cancelled your account as of 7/1 so nothing will be owed by you, this will remove the full bill that was showing due on your account, please let us know if there is anything further that we can assist you with.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I cancelled my service on July 1st and am being charged a prorated fee for the remainder of July. The company is claiming I never cancelled service until mid July and therefore is charging a prorated fee. Each time I call, I am placed on hold for 25+ minutes and am threatened with collections if I do not pay the bill.

  

  Business response

  08/21/2024

  Hello,

  I am very sorry regarding your recent experience with our company, I am however showing that a supervisor did pull the calls from prior to your cancellation call and nothing was mentioned regarding a cancel prior to that, we are unfortunately only able to cancel your account as of 7/24, if there is anything further please feel free to reach back out. 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I canceled my residential trash service with Waste Connections. I filled out the online request. I received a phone call from someone inquiring about me canceling service and asked if they could keep me as a customer, and I told them no. From there things got ugly. I was told that I would be charged a cancellation fee of $45. I asked where in my contract did it state that I would be charged a fee if I ever canceled service. She stated it wasn't in my contract, but it was outlined on their welcome letter. I asked her to please provide this letter and my signature acknowledging the cancellation fee, to which she said she would not send me anything and that they would be by to pick up their trash can and that she hoped the new trash service screws me over.

  

  Business response

  08/09/2024

  Hello,

  I am very sorry regarding your recent experience with our company, I am showing that it looks like the account is scheduled to be closed out and that the cancel fee was waived for you, I also pulled the call to see if the representative said something to you about the new company s******* you over and she did not say that, I wanted to check the call so that I could coach her if needed, I am showing at this time everything has been taken care of for you, please let me know if there is anything else I can assist you with.

  Customer response

  08/09/2024

   
  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.However, I know what the customer service representative said, and I wasn't hearing things when I heard her say that she hopes the new company screws me over! As usual this type of predatory behavior will continue without any correction or discipline for the ones who are committing these infractions. 

  There wasn't anything in the response about damage to my personal property. I will not be returning the replacement trash can that was given to me to replace the one that the driver destroyed, unless they want to bring me back my personal trash can that they took.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have had very inconsistent service with Waste Connections, many failed pickups that they refused to reschedule. On top of that they increased pricing to be about $100 more per payment period to competitors. Due to this I have cancelled my service after over at least 15 years and now am being charged a cancellation fee. This feels like extortion.

  

  Business response

  07/29/2024

  Hello,

  I am very sorry regarding your recent experience with our company, I have gone ahead and waived the cancel fee for you so you won't need to worry about that.

  Customer response

  07/29/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  After being a customer for many years I decided to hire a different trash pick up service due to several price increases and (most recently) a new requirement that no bags can be left on the ground. We've had other issues as well, such as having our trash cans left out in the street rather than returned to the curb. On 7/24/24 I called Waste Connections to cancel my service and was told I would be billed a $32.00 cancellation fee. This is truly outrageous and may very well be a violation of the *** negative option rule. I am asking for the $32.00 cancellation fee to be removed from my account and for this unfair practice to be discontinued.

  

  Business response

  07/26/2024

  I am very sorry regarding your recent experience with our company and would like to advise you that we will be waiving the cancel fee for you, please let me know if there is anything further that you would love to discuss.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Around the middle of June, I cancelled our service with this company. We were told our final pick up would occur on June 26th, and the bins would be picked up on July 2nd. We placed our bins on the curb prior to 7 AM on the 2nd for pick up, as instructed to do. No one ever came to pick them up. On July 3rd, I filed a complaint with Waste Connection. They apologized and said the pick up had been rescheduled to July 3rd. Well, that never happened either. Fast forward to today (7/10/24), and our bins are still on the curb waiting to be picked up. We have filed two more complaints via phone, and both times we were told "The pick up has been rescheduled, I can not tell you why. They will pick them up tomorrow." At this point, we are receiving complaints from the neighbors about the fact that our bins have been out for so long. We are also concerned about being cited by code enforcement. Our biggest concern is being held financially responsible should any damage or theft occur to the bins. They need to come pick up their property!

  

  Business response

  07/11/2024

  Hello,

  I am very sorry regarding your recent experience with our company, I am talking with the container team to make sure that they remove your containers today, I do apologize about this inconvenience that you have experienced and we will make sure to make it right and get them removed today.

  Customer response

  07/11/2024

   
  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. The bins were removed on 7/11/24. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Waste Connections has missed trash and recycling pickups for the entire month of June now continuing into July. I have been on the phone with their service reps for countless hours every week trying to resolve the issue. Their service reps have been cordial and told me they are escalating. However the problem persists and I am constantly having to hold onto trash or recycling for weeks on end. *** tried to give them time to resolve the issue but at this level of negligence and lack of service I feel compelled to submit a complaint and request a full refund.

  

  Business response

  07/08/2024

  Hello,

  I am very sorry to hear of your recent experience with our company. I am happy to provide a full refund back to 6/1/24 to the account if you are wishing to cancel the services, please let me know so that I know how to proceed with your account.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently decided to cancel my service with Waste Connection and was charged a cancellation fee of $32.00. This is unacceptable and a form of extortion.

  

  Business response

  07/05/2024

  Hello,

  We have gone ahead and waived the cancel fee for you.

*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. ↩