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:04/14/2025

  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.

  I have waste connection as my trash service. On 4/10 I left my trash out and it wasn't picked up. I called waste connection and was told that they have made a mistake in their own billing system and mistaken me for late bills. They then proceeded to tell me to leave my trash out and they will pick up the next day. I left my trash out the next day and they didn't pick up my trash, I then called three more times, nothing has been done since. It has been 5 days without any trash pickup services I have paid for.

  

  Business Response

  Date: 04/14/2025

  I am very sorry to hear that, I have spoken with our dispatch department and she has advised me that the driver is on his way to you now.

• Initial Complaint

  Date:04/08/2025

  Type:Order 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.

  I signed a 3 year price lock contract with Waste Connections of Colorado in 2016/2017, which has clearly been met since *** had their service continuously since then. and Im switching service to a different company to reduce costs and theyre charging me a $32 cancellation fee, apparently just because. I dont have their trash bins, and have always used my own. So, what hardshipor cost is the company undergoing by having one of their customer service representatives close my account on a computer that they need to charge me for stopping my service?

  

  Business Response

  Date: 04/09/2025

  Hello,

   I am very sorry regarding your recent experience with our company however I am showing that the *** that you talked with did waive that fee, so you are not being charged anything additional.

  Customer Answer

  Date: 04/10/2025

   
  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,
  
  *********** Burkemccandless

• Initial Complaint

  Date:04/01/2025

  Type:Delivery 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.

  On March 3rd I received several cans for use to switch vendors from Waste Management to Waste Connections. I immediately called Waste connections to pick up their cans because I do not wish to have them as a trash provider. I have left 6 voicemails to pick up cans and today I finally emailed after waiting on hold for over an hour then hung up

  

  Business Response

  Date: 04/02/2025

  Hello,

   

  I am very sorry to hear of your recent experience with our company and for not being able to get through to us when you call, unfortunately everyone from ********** is trying to reach us right now so it's creating long hold times, I will have someone reach out to you this morning to get you squared away.

• Initial Complaint

  Date:03/19/2025

  Type:Order 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.

  I paid for a year of residential trash pickup with Waste Connections that was due to end in the beginning of March 2025. On February 26 I called to cancel service. I then had to call again on March 10 since I got an invoice for $280.45 in the mail for the coming year. I was told that was due to the billing system having started the billing for the upcoming year and I should ignore it. Now here I am on March 19 and I get yet another invoice via email that still includes billing that shouldn't be there, including a $2 late fee and the supposed $32 cancel fee, for a total of $135.39.I just want this billing to go to $0 which is where it should be. I never signed any contract or agreed to a cancellation fee of any kind when I started service so a surprise fee at the end is just plain wrong. I also had my own tote so there was no tote rental or pickup involved. There's also something seriously wrong with their billing system when it can't even handle a simple cancellation properly and zero out an account.

  

  Business Response

  Date: 03/19/2025

  Hello,

  I am very sorry to hear of your recent experience with our company, I have gone ahead and adjusted the account so it will now show that you owe nothing, you can disregard the invoice you just got.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23086932
  
  I am rejecting this response because I haven't seen any change in the web portal for my account. A screen shot of the main page is attached for reference.

  I appreciate the positive response from the business, but the web portal is the only way I know that something has actually changed and I'm not going to continue to receive penalties and future invoices. When it tells me I owe $0 then I'll know that everything is in order.

  I acknowledge that it may just be a matter of waiting for the changes to be reflected on the portal although it has been 5 days already and I had to respond before this complaint was automatically closed.

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

  

  Business Response

  Date: 03/29/2025

  I have checked your account again and there is a zero balance on the account.

  Customer Answer

  Date: 04/02/2025

   
  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 Waste Connections web portal now shows me owing $0.10, which while not 0, is close enough to confirm that the changes to the billing have indeed been made.

  Thanks for your help in facilitating this! 

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

• Initial Complaint

  Date:02/25/2025

  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 had waste connections for three whole years in which I paid yearly for their service. I never had a late payment. They aggressively raised their rates. I decided to find a cheaper company after talking to them. They would not change their rates so I told them To cancel my service. They then told me I had to pay 40 to cancel their service after 3 years. I was never told about this fee or my paper work I got when setting up service. I feel that they are stealing money from me because I changed. I feel this is wrong after 3 years of service and paying yearly. It is wrong.

  

  Business Response

  Date: 02/25/2025

  Hello,

  I am very sorry to hear of your recent experience with our company, I went ahead and waived the cancel fee for you that would leave you with a balance of $7.41, please let me know should there be anything else that you may need.

• Initial Complaint

  Date:02/07/2025

  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.

  My trash was not picked up on 2/6/25. I drove to the trash truck and advised the driver that he missed my house. He took my address and assured me he would pick it up. He never did. I chatted with the company once yesterday and spoke with a representative twice. I was assured it would be picked up. Ive called twice today. The first ***** advised me she would send an email to dispatch, the second ***** was condescending and refused to help. She said someone would call me, but no one has called me and my trash has not been picked up. One ***** advised me that the trash was not picked up because I had 2 bins out. I advised her it should show on my account that I dont even HAVE 2 bins. I asked her to check the cameras to see if perhaps one of my neighbors put theirs too close to mine.

  

  Business Response

  Date: 02/10/2025

  Hello,

  I am very sorry to hear about your recent experiences with our company, I am showing that you are in talks with someone and that *** should be reaching out to you this morning regarding your missed pick up, please let me know should there be anything further I can assist you with.

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22913120
  
  I am rejecting this response because: even though I was AGAIN assured they would pick up the trash, and I even called at 3:30 to confirm they were still coming, no one showed up.  
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 02/18/2025

  I am sorry to hear that, did you call in to report that?

• Initial Complaint

  Date:01/22/2025

  Type:Order 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.

  I signed up for garbage services in August 2016, the contract I signed said I must use their services for 2 years or I will have to pay $75 cancellation fee. I used their services for 8 years before cancelling due to their services repeatedly did not pick up our trash and their prices doubled. They are now trying to charge me a $32.50 cancellation fee that was not in the contract I signed.I called their customer service, she told me to upload my contract and sent it to them. They still insisted I pay their new cancellation fee even though it wasn't in my original agreement signed with them in 2016. No where in the original contract did it say I must pay a cancellation fee of $32.50 that they are currently billing me for.

  

  Business Response

  Date: 01/22/2025

  I am very sorry to hear of your recent experience with our company, we will go ahead and waive the cancel fee for you.

  Customer Answer

  Date: 01/23/2025

   
  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

  Date:01/03/2025

  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.

  After being a customer for a few years I decided to hire a different trash pick up service due to several price increases . On 1/03/25 I called Waste Connections to cancel my service and to set up a time for for them to pick up their cart/container and was told I would be billed a $36.00 cancellation fee . This is truly outrageous as I never broke the contract and always never had any issues with them, I am asking for the $36.00 cancellation fee to be removed from my account and for this unfair practice to stop. Am I supposed to stuck with this company forever ? Why do I have to pay those $36? Had I known this before setting up an account with them years ago I would have never gave my business to them! Please waive this unfair fee.

  

  Business Response

  Date: 01/06/2025

  Hello,

  I am very sorry to hear of your recent experience with our company, I have gone ahead and waived the cancel fee from your account, please let us know if there is anything else we can assist you with.

   

• Initial Complaint

  Date:12/04/2024

  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.

  Once again, service was not provided (recycling pickup). If I call the office to complain, I will not be treated in a manner I deem respectable to their failure. They will probably give the standard answer - our driver said there was no receptacle outside. There are full receptables up and the down street.I ask they provide a credit and mail me a check. I'll not be renewing my service in January. This company is terribly mismanaged.

  

  Business Response

  Date: 12/04/2024

  I am not showing that we have received a call to report this miss you are referring to, please call in to report it, we need the date of the miss and then we would be happy to provide you with a credit to the account that we will refund back at the end of your term if you choose to not renew with our company.

• Initial Complaint

  Date:12/01/2024

  Type:Sales and Advertising 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.

  ** has continued to remove services from my address. There have been many weeks where my trash has not been picked up... even though it was picked up the weeks before. And even though I had paid for it to be picked up. They have even placed non-removeable stickers on my private trash bins. Then refused to picked them up. I have had many complaints and conversations with WC. And I ended my services with them.. at the end of my contract. Now they are trying to charge me a $32 cancelation fee. This was something I was not even made aware of when signing up for their service. This is a completely bogus/junk fee. I believe this is illegal in the state of Colorado. I want this fee removed. I will not pay it.

  

  Business Response

  Date: 12/02/2024

  Hello,

   

  I am very sorry to hear of your recent experience with our company, I am going to go ahead and waive the cancel fee, please let me know should there be anything else that you may need.

  Customer Answer

  Date: 12/02/2024

   
  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,
  
  ****** ****