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:11/25/2024

  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.

  Waste Connections destroyed our $275 bear proof trash can. When I called them, they said "sorry, it happens" and would not offer to reimburse me for the cost of the can. Read their reviews and their rating here on BBB, its a 1.15. The lowest is a 1.00. I will switch and give our business to their competition and I urge others to do the same.

  

  Business Response

  Date: 11/26/2024

  I am very sorry to hear of your recent experience with our company, I am very sorry that that happened to you  and yes the *** was right we are not responsible for personal toters customers use, that is why we ask customers to use our containers because if anything happens to them we can ***lace them, I am *** **** happy as a onetime courtesy to provide you with a $20 credit to your account but ordinarily we do not usually do that in these circumstances. Pleas let me know should there b anything further that we can assist you with and if you do decide to cancel your account please make sure to call in to get that taken care of.

• Initial Complaint

  Date:11/24/2024

  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.

  I have been a Waste Connections Customer for many years, and was a customer of a prior company that *********************** bought before that. Recently Waste Connections has changed policies, service options and pricing. Pricing has increased, service options have decreased and company policies are not customer friendly. After calling to try understand the new offerings and expenses we have found new changes do not meet the needs of our family and will be using another service going forward. We have been making our quarterly payments in two payments for several quarters. At no time did Waste Connections inform us about a cancelation fee.Mid-way through this quarter, Waste Connection called to demand payment and reinstatement fees. Although we have a balance left on the quarterly payment that was made in advance, Waste Connection stated we will have to pay of service to continue service--we chose to cancel service completely and we were informed we would have to pay a fee to cancel service. Any communication through **************** on the webiste ( file a cancelation or send info to customer service) at ********************** requires we agree to the new terms and conditions before submittal--we did not agree these and certainly would not ever agree to a fee to cancel service with a company. My family longer wants to deal with this company, we never agreed to a cancelation fee with the old company that was absorbed by Waste Connections. All we ask is to cancel service at no additional cost, as we agreed to through our many years.

  

  Business Response

  Date: 11/25/2024

  Hello,

  I am very sorry to hear of your recent experience with our company, I am not showing that you have canceled your account just yet but should you so choose to cancel we will go ahead and waive the cancellation fee for you. I will add notes to your account so that when you call in any *** that answers can help you with this. Please make sure to call in and get your account canceled if that is what you wish to do.

   

   

• Initial Complaint

  Date:10/22/2024

  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 called to cancel service with Waste connections when we replaced service thru Mile Hi Waste and Recycle in June 2024. Waste connections did not cancel service as requested and then canceled our acct for non-payment and threatened collections actions (for service we were not receiving since June 2024). We paid the $168.44 to avoid negative credit rating and called again 10/22/2024 to cancel for the 2nd time. We were told by ******* to submit proof we replaced coverage so we could be refunded. I submitted a bank transaction dated 7/17/2024 showing the charge for Mile High waste services and was then told that the manager declined to backdate the transaction, and it will be canceled effective 11/01/2024 so no refund. This sems to be a problem with this company if you look at the ****** reviews and something needs to be done to protect the consumers. This company has not picked up my trash since June 2024 and I would like the $168.44 refunded. They also make it extremely difficult to cancel service. It cannot be done online, it cannot be done via email, and only by telephone. They purposely make it difficult. Please do your due diligence and look at the reviews. This has become a pattern for Waste Management. Also note that when the bad ****** reviews post there is NO response from management, only when there is a GOOD review do, they even bother to respond. There were several times when we did have service with them that our trash just didn't get picked up as well, so we changed companies.

  

  Business Response

  Date: 10/23/2024

  Hello,

   

  I am very sorry to hear of your recent experience with our company, I did review the account and we are not showing you ever called to cancel service back in June of 2024, I have pulled phone records as well and again unfortunately no calls going back to June 1st of 2024, the reason we cannot backdate even though you went with another company is because we never received a call from you to cancel your account, the account has been canceled so you will no longer be billed but we are unable to refund what you have already paid towards the account. Please reach out if there is anything further that you would like to discuss.

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22460246
  
  I am rejecting this response because: I do not believe the response. I have 3 different phone numbers and I also have work numbers as well. Did you pull each and every phone number? If so, I would like the proof. This company has a habit of being dishonest. I can tell you this much. I have photo recordings/House cam of each and every week that your company has NOT PICKED UP MY TRASH since June of 2024 and I will gladly provide that!! 
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 10/31/2024

  I apologize there is nothing that we can do because we did not receive a call, we did get a call from your boyfriend or husband attempting to cancel but advised to him that we could not because his name was not on the account, that is the only call we are showing we have received.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22460246
  
  I am rejecting this response because: First they said we didn't call at all, now they are stating that we called, but they didn't cancel. They are lying. I do not accept the response. Please hold this company accountable. They have a clear history of shady business practices. They stated they had phone records to prove that no one called them from my household, yet now they acknowledge that we did call when asked to provide the records. I have proven I replaced service with another company.
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 12/03/2024

  We have pulled the numbers on file and there is no phone records you've ever called to cancel the account

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22460246
  
  I am rejecting this response because: ************ has done nothing but LIE. Your first response stated I never called, your second response stated that I did in fact call, but you didnt cancel because it was my SPOUSE who called and his name was not on the account ( even though all the billing was in his name) and now you are back to the same as the first response stating I never called. Let me ask you why you stopped picking up my trash in June 2024 if I never called to cancel. I have video proof from June to present which shows every Thursday ( my regular trash pick up day) your truck not stopping at my house or picking up my trash. I am willing to provide all video. Why is it so difficult for this company to actually do the right thing??? I will continue to reject your responses because you are being deceptive. 
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 12/13/2024

  There is nothing to send since we never received any calls.

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22460246
  
  I am rejecting this response because: There was no response from the business. They keep responding with nonsense and lies. There is NO customer service with this business, and you may think if you keep waiting 3-4 weeks to respond that I will forget, but I wont. I fully intend to pursue this matter. You did not provide service, you threatened us with collections so we paid, we ABSOLUTELY DID CALL TO CANCEL, you stopped picking up our trash and even though I have provided proof of replaced service thru another company you still refuse to refund the payment. You are a dirty, deceptive money hungry company and the facts are the facts. I have the proof and yet you still refuse. I will share my experience with your company with every person I meet, and I will share it on social media including your contradictory responses to the BBB. 
  Just do the right thing and refund the money!
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 01/08/2025

  We did service until the account got suspended due to nonpayment, and then resumed once we received payment, and services were suspended from 8/5/24 to 10/1/24.

  Customer Answer

  Date: 01/24/2025

   Waste connections has responded that I did not cancel (which I did), they have responded that I did cancel and that the person who canceled was not on the account and therefore it was not canceled (my spouse), and now they have stated the account was canceled for 'non payment' and was 'reinstated' when we made payment. The payment was only made because they threatened to send our account to collections. We were told to send proof of replaced service to them and our payment would be refunded, which we did. Then they refused to refund the payment. We replaced trash collection service thru Mile-Hi in June 2024. Waste Connections has NOT provided service for us since June 2024. The billed amount that was paid was for future service after June 2024 which was not provided by Waste connections. The proof was submitted as requested to waste connections and the refund should be issued. 

   

• Initial Complaint

  Date:09/16/2024

  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.

  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

  Date: 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

  Date:09/13/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:09/10/2024

  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.

  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

  Date: 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

  Date:08/20/2024

  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.

  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

  Date: 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

  Date:08/08/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date:07/29/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:07/25/2024

  Type:Sales and Advertising 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 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

  Date: 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.