ComplaintsforWaste Connections of Wichita

• Initial Complaint

  05/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received invoice ************ dated 4/15/2024 showing a balance due for $33.37 (break down $25 Cart pick up fee, $8.00 prorated service fee). I had called on 3/29/2024 and cancelled service effective that day due to the price increase. I was asked if I need a pick up the week of April 1st which I replied no as I had already contracted with another service provider. The person on the phone then stated that there would be a $25 cart pick up fee which I told her I was not paying Waste Connection to pick up their cart and that I was not under contract. Keep in mind I had been a customer for over 28 years. I stated that if you don't want to pick up the cart fine but I was not going to pay the $25 fee. Then I asked if she wanted me to set the cart out for pick up and she said yes and never mentioned there would be a fee. Based on the conversation I had with Waste Connection on March 29th, 2024 I do not owe any monies to them and consider this matter closed. I sent a note along with a copy of the invoice back to Waste Connections stating what I have noted above. Today (5/21/2024) I received a Past Due Notice stating that the past due balance needed to be paid immediately to prevent interruption of service. However there is no service to interrupt as it was cancelled. I find it very saddening and disappointing that a business would treat a customer (current or past) this way.

  Business response

  05/23/2024

  The customer called to cancel service, which was then scheduled for the next available service date.  The cart pick up fee is disclosed on each invoice, and he was reminded of the fee on the phone call as well.  That charge is necessary to cover the costs of performing that service that was requested.  If the customer choses to bring the cart into our office, that fee can be avoided.  There is a balance of $33.37 owing for the billing of the cart pick up fee, the final service days, and the administrative fee.  These are all valid and disclosed charges.  In an effort to work with the customer, we are willing to accept $25 to pay the account in full.  We will note on the account and once that amount is received we can adjust the rest of the balance due.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We put our trash cans out every week without any issues. This morning on 4/12 walked out and one of our large trash cans were missing. I had to chase down the garbage truck and ask about our trash can. He stated that he would call it in and that they would replace it. Called and spoke with Waste Connections and they said that they are not liable for personal containers which to them I asked if we ever signed anything in writing, they stated no. This was a $135.00 container that we use each and every week and we just throw it away!?! I’m outraged and they only want to cover $10.00 of it. I am beyond disgusted and dissatisfied with the level of customer service especially for being loyal customers for over 5 years! I want my container replaced and for the company to be held accountable for their actions.

  Business response

  04/15/2024

  The customer has been made aware of the limitations on personal carts in the past.  We provide containers to rent with service, and the repairs and replacements are included in the rental.  IF the customer choses to use their own containers, we ask that they be limited to 30gals and about 50lbs so we can try to hand dump them, and all customer containers are used at their own risk.  Due to the size and overweight of this container, it was not able to be retrieved when it broke and fell in the truck.  We do provide a one time courtesy credit that would replace an allowed 30gal container.  If the customer would like to rent a container from us moving forward, we can waive a couple months of rental to work with them.  They will need to contact our office to set that up.

• Initial Complaint

  03/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The date on bill 3-15-23 Amount due ***** Container was pickup on the same day of last pickup of trash. They were out delivering trash can at the same time. I do not owe them *****. This happened at least 3 months ago.

  Business response

  03/23/2023

  The customer called to close the account and was reminded at that time of the $** fee to have the container picked up on the last day of service.  This is picked by a separate truck.  This fee is also disclosed when we set up the account on the phone, in the new customer information that is sent out, and on each of the invoices.  The final balance is correct.

  Customer response

  03/23/2023

  
  Complaint: ********
  
  I am rejecting this response because:your business was in the same area dropping  off carts and picking  up others at the same time. . It was not a extra trip. I should not be charges your ***** pickup fee.
  
  Sincerely,
  
  Louise ********

  Business response

  03/28/2023

  We do understand that customers may not understand costs that are incurred on the business side, and have disclosed the charges ahead of the customer setting up an account with us.  Again, we disclosed the charge to remove the cart on the phone during setup, in the new customer info by mail, on the invoice, and again on the phone during the cancelation.  We do have to cover those costs of the service that was requested.  The charge is valid and was disclosed multiple times.  In an attempt to work with the customer we will agree to accept $** for the final balance.  Once the payment is posted we will adjust the rest of the balance from the account.  As this balance was originally billed out in December, and they have received four monthly invoices to date, payment would have to received by the end of March in order to avoid collections.

  Customer response

  03/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:I am not paying ** dollar because you were in the area already pickup and dropping off carts. I do not have the cart you do;
  
  Sincerely,
  
  Louise ********

  Business response

  04/26/2023

  We have worked with the customer in good faith to adjust the balance on the account.  We have considered this case closed at this time.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received my bill for the months of Feb - Apr and called to have service cancelled at the end of Feb since the price had increased by almost half again what I was paying/ (went from ** to **). They pinged me because the bill was not paid. At that time I again told them I had cancelled my service. They then called at the beginning of March and after the third request to cancel, they finally did. The catch is that they still wanted to bill me for the service that I had requested to be cancelled. On top of that they are trying to now charge me for breaking a service agreement that I did not sign, and to come pick up the container. $** for the service and $** for the container pickup along with the service that I asked to have cancelled. Absolutely ridiculous.

  Business response

  03/16/2023

  There seems to be some confusion on what the final balance covers.  We do show that the customer reached out on 2/23/23 to cancel service, with a final service date of 3/2/23.  As the customer stated, the services on the billing he received was for Feb/Mar/Apr.  There is a final balance of $***** owing for the month of service in February, and the cart pick up fee (which is disclosed on each invoice and also was advised over the phone before canceling).  There was not a charge added to the account for a broken service agreement, only the services received.  There is no refund due, as no payment was made for that billing cycle.  The balance on the account is correct and owing.  Once the $***** is paid, the account will have a zero balance.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had a service for trash service contract dated 01/10/2019, with the initial rate of $***** per month for commercial trash service. I was under the assumption that the price would be the same- no where in the contract did it stated there would be a yearly increase. There is an article section indicating possible "rate adjustments" due to cost of fuel, etc. However it would be notified in advance. Over the last 4 years- the price of service have been increase **% percent every year. To this date- January 04, 2023- the rate they impose to charge is $*** plus administration fees- in total $*** per month. From the initial date 01/10/2019 to 01/04/2022- not even 3 years- they price gouge the service fees up to ***%. Again, the company failed send any notification or memo ahead regarding the increase in price. I called and talk with the sales rep - Kyle ***** and asked to terminate our service because of this unethical and unreasonable price raising- in addition to that they breach the contract and did not notify us of the increase ahead. his response was due to "inflation" they had to raise the price. Inflation started not even a year- waste connection have been raising the rates **% every year. Cost of living increased up to 8%- not ***% from 2019 to 2022.

  Business response

  02/08/2023

  Business Response /* (1000, 8, 2023/01/27) */ This is a business account for which the customer signed a contract with allowances for rate increases due to disposal, fuel, materials and operation costs, etc. Those costs increasing may result in increased charges for services without further notice, as the customer agreed as such when they signed up for services. With these costs soaring as high as they have this past year, we did have to pass on a portion of those increases to all of our customers, in order to try to cover some of those expenses, as have most all businesses. We have reached out to the customer multiple times to try to work with her on her service and rates. The customer has not responded to us on our attempts to reach her by phone, and was not available when we stopped by to discuss in person. Our last contact was that she was under the weather, and we advised we will touch base with her next week to continue to try to work with her, once she is feeling better. We are always willing to discuss concerns and work with our customers to find a solution. The customer is currently under contract for services and we will await her response to our sales team in order to work out a resolution, or to advise on fees associated with canceling the account.

• Initial Complaint

  11/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company charges a prepayment for services. 3 mths of service per payment. At least 1 out of every few months this company does not pick up trash claiming our dirt road is bad(even on a dry day) or a car was stalled and they couldnt get through etc...we have asked to be reimbursed for the times service is not rendered since we are paying and the company chooses to not pick up trash...they will not credit and will not come any other day but the next scheduled pick up day so we have trash piling up....phone call after phone and nothing gets resolved...if we have prepaid for service and we are not provided said service we should get a credit on our account....if we cancel service and choose to handle our trash at home they charge a ** dollar pick up fee this company is *********

  Business response

  12/13/2022

  Business Response /* (1000, 5, 2022/11/17) */ This customer reached out to us after this concern was posted. We explained that this location is sometimes not accessible by our trucks due to muddy roads after rain and snow. A trash truck tends to get stuck much more easily than a regular vehicle due to the weight of the truck and the contents. If we attempt to service and are unable to reach them, we take the accumulated trash on the next service day. They are not held to the same limitations and can have extras. Due to this customer's concerns, we did work with her to close her account and we waived the cart pick up fee. A refund for the remaining services is in process and they should receive that back by the end of the month.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I started service with Waste Connections on 1 August 2022 and had their service through 2 September 2022. Trash pickup for my area was on Tuesdays, but every single Tuesday they failed to pick up my trash. Four weeks in a row they did not pick up as scheduled. I called every week to let them know it was missed, and only one time during the month I had their service did they send someone out the next day to pickup my trash. Since it was clear they could not reliably do what they were paid for, I called to cancel and get a refund. Waste Connections bills quarterly, so I had paid for 3 months of service and received 0. Despite this, I was denied any kind of refund. On top of that, I was charged an additional $** fee for them to come pick up my trash cans. So they couldn't do their job, and I had to pay extra because of it, in addition to the 3 months of free money they were already getting. Finally, I was told I would not have to pay any additional bills aside from the $** fee, but I still received an additional bill for some prorated amount due to starting service mid quarter.

  Business response

  10/07/2022

  Business Response /* (1000, 8, 2022/09/21) */ We had notes from the driver that the cart was not out when we came by on the service day in a couple instances. We do typically have a minimum of 3 months of service and a cart pick up fee that is disclosed upon starting service. We will waive the service fees, including the pick up fee, and refund the initial payment made on the account. Please allow up to 2 weeks for this credit to reflect back on the card used to make the payment. Consumer Response /* (2000, 10, 2022/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company's response aligned with my desired resolution.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We have trash and recycling service with Waste Connections, the pick up day for recycling has always been on every other Thursday, since we signed up with them about 2 years ago. A few weeks ago they did not pick up the recycling so I called to let them know, they stated they were not sure why it was not picked up and at first stated recycling pick up was on Mondays, I said "No trash pick up has always been on Mondays but recycling has always been on Thursdays" , the lady said "hold on let me check on that" and then came back on the line and said " Yes recycling pick up is on Thursdays and verified the date of the next Thursday recycling pick up. So sure enough they did pick up the recycling the next Thursday so I thought the issue was resolved. So last week the recycling was again not picked up so I called again and the lady I spoke with ( I called ************ on 8/2/22 at 9:59am/ same number I had called the first time a few weeks ago) this time the lady told me recycling day had been switched to Monday back in April. So I asked her why the other lady verified it was indeed on Thursdays just a few weeks ago and why our recycling has definitely been picked up sporadically since April on Thursdays ? She said " I don't know" and kept saying they mailed out notifications and made phone calls. I certainly did not receive any mail notifications, but I have received every one of their bills without fail. I also certainly did not receive any phone calls. And if that was true why have they picked up our recycling on Thursdays well past April? (It is now August.) I asked for a refund or partial refund as we have been paying for recycling and keep hauling it to the curb on Thursdays for it to be very sporadically picked up. She said there was nothing she could do and even said she had notes in her file of my previous call and had notes from the drivers stating our recycling was never out on Mondays ! Well because not once were we told they changed the day.

  Business response

  08/26/2022

  Business Response /* (1000, 10, 2022/08/24) */ Response in regards to the recycling day change. We did roll out a day change a few months ago that included postcard notifications, as well as notices on our Waste Connect app, and other email/call notifications that customers can/have signed up on our website. This allowed us to match the trash and recycling days in this neighborhood. We apologize from any misunderstanding on this matter. We will extend a credit for half of this billing cycle for the recycling service. This will show as a credit toward the next bill that goes out. Consumer Response /* (2000, 12, 2022/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for acknowledging the issue, please make sure for future reference all of your employees are on the same page so when customers call they will get an accurate answer no matter who they speak to. It was very frustrating having to call more than once due to being told apparently incorrect information the first time around. Also it would be very helpful if notifications of any changes are included with the bill that is mailed out , as I've received every bill but never received any mailed correspondence regarding any changes and also have no record of any phone calls. However I do appreciate the partial refund and response. Thank you.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled my service on 3/17/2022 and I did not use their service after 3/09/2022 and they are trying to charge me up to 3/30/2022 because they said they didn't pick up their 22+ year old trash can which belonged to my previous trash company I had before them because they never brought me out a new trash can when they took over the trash company. Then they are trying to charge me for them picking up my trash van and did not give me the option to even return it myself. I do not feel I should have to pay for more than 17 days of rental for the trash can, and they are sending me to collections which I think is wrong. Their excuse is that they tried reaching out to me to get me to stay with them and I did not return their call or email. I told them I felt that my email canceling my service should of been enough. They are harassing me saying if I do not pay the full amount until they picked up the trash can I am going to collection which will ruin my credit. Can you help me.

  Business response

  07/11/2022

  Business Response /* (1000, 5, 2022/06/17) */ The customer made initial contact with us on 3/17 and began an email conversation with a rep about closing the account. We offered to work with the customer to review rates at that time, as we have done several times in the past for this customer. She stopped replying and we eventually closed the account as she was past due. The balance left on the account was $***** for services and the cart pick up fee, which is disclosed on each invoice. Had we closed the account down upon her initial contact, the next available service day (closest date to her request) we could have closed the account would have been 3/23. If she desired to close the account closer to the start of the bill cycle, which was the 1st of the month, we would have needed to hear from her in advance of that desired date. In an effort to work with the customer we will extend a credit back to that date, and credit $**** off her balance due. We will adjust the balance to $*****. We do take ****/********** by phone and can list the account as paid in full upon receipt of that amount.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Company consistently fails to pick up trash on the scheduled day because the drivers are not coming to the end of the block to see the can at the directed location at the curb. The rest of the houses on the block that have this service provider always have their trash picked up when this issue occurs. This is not a holiday or inclement weather issue. According to the companies own records, this most recent occurrence was the 6th such occurrence in the last 10 weeks. Their drivers have also destroyed two cans owned by myself and used as part of their allowable terms. The most recent was destroyed because they were stuffing my can inside their provided can which is completely ridiculous. At this point the company is failing to abide by their end of the agreement that was signed, and we wish to terminate that agreement for non compliance. However they want us to pay a $** early termination fee and a $** cart pick up fee. This idea is ludicrous considering they have failed to live up to their end of the contract. My bill has been paid on time, every time, since I started service with them, and my can has been at the curb the night before scheduled pick up every week since I began service with them. I have fulfilled my obligation, they flat out have not. I would like my termination fee waived for failure to provide services without customer complaint.

  Business response

  05/04/2022

  Business Response /* (1000, 5, 2022/04/14) */ In regards to the concern from Mr *****. We reviewed the notes from the last year, and found two calls that the customer said their service was missed. We promptly sent a driver back to their home to resolve the issue. The customer called thinking they may have been missed last week prior to the driver completing their route. The driver had not yet been down that street and service was performed on the service day. Our routes run from approximately 6am to 6pm each day. When the customer started service they agreed to a fee to close the account, which is $**. They were also advised of the fee to pick up a cart, and it is noted on each invoice as well. In an effort to work with the customer, we will agree to waive the $** fee to close the account. However there will be the $** fee to pick up the cart. If the customer should chose to bring the cart into our office during business hours, prior to May 25th, we would of course waive that fee as well. Consumer Response /* (2000, 10, 2022/04/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) The statement about the driver having not yet been down my street this last time is blatantly false, however, I don't really care what the company claims as long as they uphold their statement about waiving the $** fee. And I will gladly return the cart to waive the $** fee.

*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. ↩