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:01/10/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to formally file a complaint against Waste Connections regarding their unreasonable rate increases, lack of responsiveness to our concerns, and unfair cancellation policies.We have been loyal customers of *************************************** since 2010, maintaining two accounts with their service. However, over the last three years, the rates for their services have increased by an astonishing 88%. Despite repeated attempts to address this issue, the company has failed to provide a satisfactory resolution or adjust the rates to align with those of their competitors.Each time we have reached out via email or other means, their responses have been excessively delayed, making it extremely difficult to resolve the matter. Frustrated by the high rates and poor service, we requested to discontinue their services. However, Waste Connections is now attempting to impose exorbitant "early" cancellation fees, further compounding the ******** a long-standing client, I find this treatment unacceptable. We expect to receive services at fair and competitive rates. If Waste Connections cannot match the rates offered by their competitors, we request that they allow us to cancel their services without imposing any cancellation fees for early termination.We seek your assistance in resolving this matter promptly and fairly.Thank you for your time and attention to this issue.Sincerely,************************************************************************ & MH2G

• Initial Complaint

  Date:11/14/2024

  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 have had my trash pick up bill increased a few times over the last couple of years without notice. I have called and emailed to complain and asked them they send me PROOF they sent me notice of increase which they failed to do. I asked them to honor my prior rate they declined. I asked to cancel my account and they tell me that I renewed for 3 years and have several months left on the contract. 1st of all, I did not renew or sign ANY contract. I asked them several times to send me proof of the SIGNED contract and proof of the notice of the bill increase which they did not do either. I have sent follow up email after follow up email and they just simply ignore me. It is almost impossible to get someone on the phone. I want my account cancelled IMMEDIATELY.

  Business Response

  Date: 12/03/2024

  Mr. **********
  Per our previous conversation, WCN did pass a rate adjustment due to our increased costs of labor, operations, and disposal rates which have significantly risen over the past few months. As explained, there is a notice of this increase on the previous invoice before the adjustment. As per our conversation regarding your cancellation, I did explain that your agreement was not renewed, your original agreement was for 3 years and was set to renew on June 2nd, 2025. I went ahead and sent you another copy of your agreement for you to review. I did attempt to call you but unfortunately it was unsuccessful. I have also followed up via email and will stay in touch to assist you with all of your concerns. You can also reach me directly at *********************.  I am confident that we can come up with a mutually beneficial solution to continue moving forward. I look forward to working with you.
  Sincerely,
  ****
  

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22558001
  
  I am rejecting this response because: There have been too many rate increases during my time with this company. Getting a hold of someone for help is a level 10 difficulty task. I have provided them with competitor pricing and they refuse to simply honor their own previous rate or the competitor rate.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 01/10/2025

  Mr. *********,
  Per our previous conversation, WCN did pass a rate adjustment due to our increased costs of labor, operations, and disposal rates which have significantly risen over the past few months. As explained, there is a notice of this increase on the previous invoice before the adjustment. As per our conversation regarding your cancellation, I did explain that your agreement was not renewed, your original agreement was for 3 years and was set to renew on June 2nd, 2025. I went ahead and sent you another copy of your agreement for you to review. I have also followed up via email and will stay in touch to assist you with all of your concerns. You can also reach me through my number and direct extension at *********************. I am confident that we can come up with a mutually beneficial solution to continue moving forward. I look forward to working with you.

  
  Sincerely,
  **** ****

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22558001
  
  I am rejecting this response because:

  As costs have significantly increased for you, the competition is offering significantly less rates for double the waste container size. This makes no sense that you cannot honor my prior rate and that you rather lose a client. 
  

  I am only reiterating at this point, this is not very constructive. I was not aware I was on a 3 year contract. I was not aware of the massive cancellation penalties. I was told originally when I spoke with you that I renewed, I didnt come up with that on my own.

  A solution would be to release me from the contract or lower my rates, not continuing to regurgitate the same things over and over. If you cannot afford to operate a lower cost then release me as your competition can do so. 

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

  Business Response

  Date: 01/29/2025

  Dear Customer,

   

  This case is closed. All details were provided to the customer.

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22558001
  
  I am rejecting this response because:

  They have not done anything other than regurgitate the same things repeatedly and have offered no consolation. They need to either reduce my rates or free me of my contract so I can obtain more affordable services..
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:11/10/2024

  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.

  Waste Management is trying to get me into a second 5 year contract. They have been skipping pick *** and in October 2024 they skipped 4 pick*** and I told them I would not renew a contract. I told them there was a breach of contract.I had waste materials inside my store piling up due to their negligence and I work with food products that could be contaminated. They have an enormous amount of complaints from many customers. I dont think they are reliable and on top of that they increase their prices in a very dishonest way. They are all about getting you into a long contract and offering a mediocre service. I have a right to opt out by Article XI of their contract. They are totally denying that they skipped 4 times in October 2024 and I have pictures of my receiving area full of trash. They compromised the receiving area and the possibility of contamination due to the fact that there is not air conditioning in that part and I am receiving food ingredients throughout the week. ****** *****, a sales *** of the company suggested that I had too much trash and that I needed a bigger container. I told her that I had less trash than before since I downsized my business by *****s/f due to the bad economy. She did not know this and she was already making excuses and not admitting that they probably dont have enough drivers or that their drivers forgot I existed. They are supposed to pick up 2 times a week. I have been in this very long contract (5 years) and they want 5 more years. Not even my business contract is that long. My contract with my landlord ends in September 30, 2026 and they want me to stay until 2029 even when they commited a breach of contract by not providing the stipulated services. I am planning to retire in less than 3 years when I turn 65.

  Customer Answer

  Date: 11/11/2024

  I sent the wrong pictures by mistake.

  Business Response

  Date: 11/25/2024

  Dear Customer,

  We are unable to locate your account with ***************************************. Please provide service address or account number to better assist you.

  Thank you.

  Customer Service 

   

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair 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.

  Have missed the last 2 pickups

  Business Response

  Date: 10/17/2024

  I hear you, we just got past 2 natural disasters and making up trash pickup as well, we are doing the best we can and hope to be caught up next week, please understand and bear with us. 

  Customer Answer

  Date: 10/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22423033, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Joseph Blackwelder

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made multiple complaints through your contact number of ************ and the issue has not been resolved yet. You have a contract to collect at ********************************************************* (*********************************) and the school resides in between a residential area. Per solid waste, pick up times for solid waste are supposed to be after ****. You guys are picking up at this location between **** and ****. Specifically, the morning of Tuesday, 11/7/2023 you guys picked up at **** with all your lights and sounds glaring waking up the the entire neighborhood. There are noise ordinances which a complaint has been filed with the *************, Case No. 23-10427249. I have video and pictures of your pick up times during these early hours on many different occasions. If this issued does not get resolved through here, my next step will be to inform the media about the problem we are having with your company and the early pick up times. **** & **** are unacceptable pick up times in a residential area making all the noise you guys are making. Today was even worst, as Im growing tired of the issue with no resolution, I went out side and told your people that this was a residential area and they needed to respect and not make the noise they were making. What they did in turn was leave with the horns blurring making noise for a number of blocks. This was very unprofessional of your company. These early pick up times need to cease and desist, as stated, this is a residential area and its residents need to be respected.

• Initial Complaint

  Date:10/02/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our company has a contract with Waste Connections of Florida. The company is in breach of contract as per Article XI . They do not pick up the trash as agreed. I have called and explained the situation to multiple customer service representatives. No one reaches out and the situation worsens every week. We are having a pest situation because of the excess of trash. I explained to one of the customer service agents that we are loading our personal vehicles with *********** dump them in the city dumps. Also, we have to pay for pest control fees that are very high to control the rats. The foul smell is overwhelming for the employees as well customers. At this time, I want to terminate our contract since it has been over 10 days that we do not receive the services agreed. Thank you for allowing me to express our frustration, since the company does not provide ANY customer service support.

• Initial Complaint

  Date:09/29/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Waste Connections has failed to uphold their end of the contract of three weekly services of trash removal. *************** LLC. is a Japanese sushi restaurant where fish is discarded. This ongoing issue of missed pickups and assuming the additional fees has now become an issue of sanitation. We can not operate our business efficiently with the pungent odor and ***** risks this presents.We are placing our employees and neighbors in an uncomfortable situation.

• Initial Complaint

  Date:07/20/2023

  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.

  Our service contract with waste connection is for ******* *********************** at *************************************************************** 1 Our service fee has increased five(5) times in the past two year even though our contract only calls for one increase per year (two total). Why?2 During the month of March 2023 we repeatedly requested cancellation of our contract at the end of the two (2) year term in May 1, ********************************* writing (email) and by telephone giving them more than enough time in advance as the contract calls for but they refuse to remove their dumpster from our property making it impossible for the other company to start services. Why 3 We canceled auto-pay and we told them in writing that payment would be conditional to them giving us the answer to our question and we also request credits for the overcharge payments but instead what they did was suspend our service. in retaliation. Why?For four week we struggled to find a replacement waste company but no one want it to bring in their dumpster while the Waste connection dumpster was here so during all that time the waste piled up and the putrid smell and the flies were all over our property creating a health hazard. We have pictures and videos if needed.The vehicles near the dumpster were covered by flies Waste Connection was able to do this because our account was in auto-pay and they never notified us of those increases as the law requires so we wonder how many other customers are been victimize like us?Our contract with waste connection started on 4/28/2021 and expire on 4/28/2023 What we want: our original cancellation request to be applied, refund of any and all money due for over charge and a written apology.

  Business Response

  Date: 07/28/2023

  We reached out to ***********************, answered all his questions regarding our annual rate adjustments,his contract terms and contract expiration dates. Customer **** was still persistent to cancel account although his service agreement renewed as he did not notify us in time as per service agreement, we offered to reduce his early termination fee from 6 months to 3 months, customer **** declined, and we closed his account as he insisted effective May 26, 2023.

• Initial Complaint

  Date:05/21/2023

  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 entered a service agreement with Waste Connections of Florida on July 31, 2018. The agreement was set to last until July 31, 2023. I have expressed via numerous phone calls and emails that I am extremely displeased with their services and have no interest in renewing the contract. Waste Connections of Florida have breached their contract on numerous occasions by failing to pick up the garbage from the service address. I have had multiple complaints from tenants and Airbnb guest confirming that the garbage is not being picked up. We have video footage of days and times that they claimed the garbage was picked up and it was not. The most recent incident involved was this past week where one of our Airbnb guest actually saw the garbage truck pull the container drive it down the street and not empty it and place it back with garbage still in it. Their services and customer service is terrible and we just want out of this agreement. Aside from the emails and pictures sent we expressed in February of 2023 that we no longer wished to renew services with them.

  Business Response

  Date: 06/05/2023

  We recently spoke to ***************************** and ****************************** in regards to their service concerns.  We provided the service times along with the dates of service so the customer can compare with their video footage.  It was also suggested to the customer that we add a lock bar on the container to rule out possible illegal dumping, but the customer declined this offer.  The customer was provided with a copy of the agreement on multiple occasions.

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20087053
  
  I am rejecting this response because:

  The service dates and times provided are only accurate for the adjacent apartment complex, not ours. The video shows them taking out the neighbor's garbage, not ours.
  They have continued to breach the contract that they are forcing us to try to renew arbitrarily. They have consistently picked up the neighbor's garbage rather than ours. Our Tenants have complained on numerous occasions. When they pick up the trash, it's usually not on Tuesday (the agreed-upon date). 
  We have stated via email since February of this year the intent to cancel the contract. We sent a certified letter to their corporate office, which they ignored and have yet to respond to. They are taking advantage of us. Last month alone, they were supposed to pick up the garbage on Tuesday, May 16, 2023, and instead picked it up on Wednesday, May 17, 2023. 

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

  Business Response

  Date: 06/19/2023

  We have spoken in regards to the misses on several occasions.  The *** and footage reflects ** servicing the customers location.  We have also gone over the terms of the agreement on several occasions including how to terminate services.  Upon the receipt of the cancellation letter on May 24, 2023,****************** and I have spoken consistently since we received the cancellation letter.  Please consider this complaint resolved.  We will no longer be responding to this case.

• Initial Complaint

  Date:10/07/2022

  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.

  We have been customers of Waste Connections for more than 8 years. The prices have gone up a lot in the past couple of years. We were paying $390/ month on August 2020. We paid $602 this month. We have been shopping around for better prices y and found several options. A local company is offering the same service for $160/month.We contacted Waste Connections with the issue and they offered us a discount rate of $480/ month. We decided to change companies, but they are telling us we are under contract until ****. During the call, we were informed the contract renews automatically every 5 years (it was renewed in May 2022). But we didn't receive any type of notification informing us that our contract was expiring or/and that it would be renewed. If we had known we would have canceled the renewal because the prices are extremely high.What is outrageous is that they renewed the contract without informing us, especially if it is a 5-year contract. (we are talking about 5 years!!)Now to go out of the contract they are asking for 6 months' payment, more than $3,600. The business is not doing as well as before and paying that amount of money every month is difficult. We just want to lower our monthly expenses.Company name: CHITI *** **************************************************** Account No. *********** Billed Amount: ****** The contract was Renewed automatically in may of this year.Please let us know if there is something we can do. Thank you.

  Business Response

  Date: 11/03/2022

  We attempted to speak to ********* on October 27, 2022.  He asked that we speak to *************  She was out of the country, so we made an appointment to speak to her on her return, November 1, 2022.  Upon speaking to ******, she expressed her concern as she received a lower total from a competitor for about $160/month.  We finally agreed on a new total of $385.90/month moving forward effective November 1, 2022.