Complaints

This profile includes complaints for Waste Connections of Missouri's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Waste Connections of Missouri

  196 NW Industrial Ct Bridgeton, MO 63044-1276

  
• 

  Waste Connections of Missouri

  355 Paul Ave Saint Louis, MO 63135-2760

  
• 

  Waste Connections of Missouri

  2320 Creve Coeur Mill Rd Maryland Heights, MO 63043-4207

  
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  Waste Connections of Missouri

  2629 Chouteau Ave Saint Louis, MO 63103-3012

  
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  Waste Connections of Missouri

  12581 State Highway H Richwoods, MO 63071-2385

  

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:03/05/2025

  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.

  Canceled my services with them in early December due to continued price hikes and repeatedly missing pick **** Sadly I had failed to cancel my services with them before the next billing cycle (Jan-March) was charged via auto-payment. I called a few days after being billed. No worries, I just asked for a refund. They said a check would be there sometime in January and for me to put my trash can out for them to collect within 30 days. Fast forward to the end of January and no check and my can is still awaiting pick up. I call again and we are told that they will process the check again and send it out since someone must have forgot to file our return. Once again I was told to wait 30 days for the check and that the trash can would be picked up soon. A month later my trash can is still sitting outside awaiting collection. Its been sitting there for 2 months now, which is a violation of my HOA. They refuse to tell any particular pick up time/date so I can't just leave it inside until pick up day. I still have no check. Upon calling today they claimed my can was already picked up and that a return had never been filed. They assured me again it will mailed out, just have to wait another 4 to 6 weeks. When asked if return can be deposited electronically I am told no because "I canceled my account and there is no way to do so". When asked about going to their office to pick up the check and drop the trash can off myself I am told I cannot. Apparently there is no location to drop off the can. And apparently there is no office to go pick up a check. These are obvious lies ive been told time and time again. The company has no interest in paying me back the money they owe me...AKA they have stole my money. Horribly company

  

  Business Response

  Date: 03/05/2025

  I apologize that your cart has not been removed and your refund has not been processed.  I reached out to the site manager to make sure the cart is removed as soon as possible and will have him call the day prior so that you can make sure it's out.  I have personally processed the refund and you should receive your check by the end of this month.  Thank you.

• Initial Complaint

  Date:02/22/2025

  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.

  2/19/25- waste connection delayed pick up ( notified via email) due to weather, despite the fact that roads were clear for traffic the next day.2/20/25-the day waste connection was supposed to pick up our trash, and they did not.Notified that WC missed the delayed pick up, they responded ( we will pick up, on Tuesday the normal p/ u ****** the meantime my garbage is building up ( 1 can), and WC won't pick up bags not in cans ( garbage collection service won't pick up bags not in cans?..?...?)This "garbage collection service" is far more inconsistent than consistent, this has happened all throughout the Holidays, and practically every other week, they really need to consider another "service" because they **** at garbage collection, perhaps snail mail, at least they would be consistent!

  

  Business Response

  Date: 02/24/2025

   

  We were unable to service due to weather.  The safety of our drivers as well as others on the roads is our number one priority.  We do take extra bags or cans of trash next to your container whenever we are unable to service.  A call blast went out with this information, our app WASTECONNECT was also updated as well as our ******** page.  We apologize for your inconvenience.

   

  Thank you.

  
  

• Initial Complaint

  Date:02/04/2025

  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.

  I have paid my bill on line with the business third party payment system who processed my payment incorrectly and sent my payment to ***** when I reside in Missouri, and I provided my address when I submitted my payment, I also have a voicemail recording from their 3rd party payment company to call them back to get it straighten it out, which I did and now they are telling me it needs to be reviewed by someone higher up. This has been an inconvenience because my trash has not been picked up due to their mistake. When I contacted Wasted Connection, they tell me in order to have a driver turn around to pick my trash up, I would need to pay $30 to turn around and come to my home, which is not my fault, but their 3rd party payment system. And they also refused to provide me a refund for the convenience fee.

  

  Business Response

  Date: 02/04/2025

  We do not use a third party to process payments.  Payments go to our lockbox in ******, ***** and are processed the day they are received.  Your December 1st invoice is past due and service has been suspended.  Prior to the suspension, you received an invoice, a reminder invoice and at least 2 robocalls letting you know your account was past due.  As was explained, the account will be restored once your payment has been received.

   

• Initial Complaint

  Date:01/14/2025

  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.

  Waste Connections has continually broken there contract for the past couple of years by NOT picking up trash and not rescheduling a pick up within a timely manner. They never offer a reund for the non picked up trash and they never follow through with any thing that they say on the phone or via voicemail. This county contract is ******** government overreach. I want my subdivision out of this county contract.

  

  Business Response

  Date: 01/15/2025

  Unfortunately we weren't able to get caught up with 2 snow events in the same week.  We will have your trash picked up this coming Friday and will take all extra at that time.  

   

   

  Customer Answer

  Date: 01/15/2025

  I am writing to formally address the ongoing issues with Waste Connections service since becoming part of the St. Louis County mandated trash pickup. These persistent problems represent a clear breach of contract and have caused considerable inconvenience for my household and all the households that are in the Waste Connections contract.
  Over the past few years, your company has continually failed to provide reliable trash collection services. Specifically:
  Missed Pickups: Waste pickups have been repeatedly missed, leaving us with no option but to store waste for extended periods.
  No Makeup Days: When pickups are missed, your company has informed us that there will be no makeup day, forcing us to wait an additional week for the next scheduled collection.
  Extra Trash Workorders: After waiting an additional week due to your missed service, we are then required to call and submit a work order for the extra trash, even though the situation arises entirely from your failure to fulfill your obligations.
  This level of service is unacceptable and is in violation of the terms under which we are required to utilize your services. Furthermore, the lack of proactive resolution or compensation from your company exacerbates the issue, leaving us to bear the burden of your failures.
  I request the following actions be taken immediately:
  A formal acknowledgment of the breach of contract and an explanation for the repeated missed pickups.
  We want out of the trash contract or Waste Connections should be removed from the St. Louis County Trash companies that are in the contract.
  A revision of your current policy to ensure timely makeup pickups are scheduled when a service day is missed.
  The removal of any requirement to submit work orders for extra trash when the missed service is due to your companys failure.
  A review and adjustment of our billing for the periods during which your services were not rendered as agreed.
  You have given me no choice but to escalate this matter to St. Louis County officials and the BBB.
  I look forward to your immediate response and a resolution to this matter.
  

  

  Business Response

  Date: 01/17/2025

  Please provide a service address so that we can investigate further.  We typically don't offer credit if the issue is weather related as we have no control of that.  We will pick up all extra trash bags placed next to the cart on your next scheduled pick up day.

  Customer Answer

  Date: 01/17/2025

  the service address is 3097 Cambridge view Ct., our entire subdivision is dealing with this and I am on the ********* for our subdivision.  

  Service address: 

  3097 Cambridge View Ct 

  St. Louis, MO 63129

  Subdivision is Cambridge View Estates. 

  

  Business Response

  Date: 01/17/2025

  Hello,

  We weren't able to safely service this route last week due to two snow events.  All trash will be picked up this week.

   

  Thank you.

• Initial Complaint

  Date:01/13/2025

  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 am filing this complaint due to Waste Connections repeated failure to provide proper trash pickup service over the past two weeks. Due to snow, our regular trash pickup was delayed, and today was the day they were supposed to collect two weeks' worth of garbage. In preparation, I securely packed my trash into one bin, reinforcing it with wood and tape to ensure stability. Their drivers do not need to exit their trucks to collect trash because they use automated arms. Despite this, the driver refused to empty my bin, claiming it was stacked too high and would fall if lifted.When I contacted customer service, I was told they would not return to pick up my trash until next week, meaning Ill be left with three weeks' worth of garbage. Meanwhile, my neighbor had six bins, and their trash was collected without any issues. The driver extended the trucks arm multiple times for their bins, but he refused to lift my single bin. This reflects a lack of effort, customer care, and accountability.I am extremely disappointed with the service provided. As a paying customer, I should not be left managing excessive trash due to your companys refusal to do its job. I went out of my way to ensure the trash was secured to avoid the driver having to lift bags by hand, and yet my bin was ignored.I am requesting that Waste Connections come back to collect my trash immediately and review their policies for addressing weather delays. The companys current approach is unacceptable and reflects poor service. I am hopeful that Waste Connections will resolve this issue quickly to avoid further escalation.

  

  Business Response

  Date: 01/14/2025

  We cannot safely empty the cart the way it is.  Customer was advised that bags need to be next to the container and not tied to the container.  We will take all trash on the next scheduled pick up day as long as the excess trash is next to the container as requested.

• Initial Complaint

  Date:01/13/2025

  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.

  1/13/25 I have not been able to take trash out for 5 days they said they cant get to the trash can however they can. They sent a picture from up the hill showing they cant get to it when there is plenty of room. I have a business to run they want to charge me for them doing nothing. I have the picture they sent me and a better one I took but I cant attach it if you want to see it let me now how to send it.

  

  Business Response

  Date: 01/14/2025

  The parking lot wasn't cleared enough for the driver to safely service.  This was dumped today and excess trash cleaned up.

• Initial Complaint

  Date:12/30/2024

  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.

  They did not pick up my holiday trash as they usually did in the past 22 years I have been residing in my home, when I called the customer service *** stated that I would have needed to call and request a holiday trash pick up, which was never a problem before. I have not received any letter of the changes to their policy for this and have never had to call before.

  

  Business Response

  Date: 12/30/2024

   

  Hello,  You are being billed for 2 carts and we emptied both.  Anything over the 2 carts requires a prepayment and needs to be scheduled prior to your pick up day.  

   

  Thank you.

   

   

• Initial Complaint

  Date:12/27/2024

  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.

  The trash was not picked up as scheduled. This is the forth time this happened. I want a refund for this day 12/27/2024 I did not receive my paid service. They will not come back to pick up the missed trash until the next pickup time. I will now have to purchase items to hold the current trash in until the next period.

  

  Business Response

  Date: 12/30/2024

  A review of the camera footage shows that your trash was emptied Saturday.  We were delayed a day last week due to the holiday.

   

  Thank you.

• Initial Complaint

  Date:10/11/2024

  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 began trash service with this company around August 28th, 2024. I paid fees for the rest of the year to have my trash picked up. I was informed that my trash days were on Thursdays. I have had to call every week to have them come get my trash because they never come to collect it. It took almost 3 weeks to get cans. There has not been a time where they have come on schedule without me having to call. I even had to speak to the truck driver while he drove around looking for my house.I have had this company for years at my old house and even there, they would miss pickups for a dumpster I had. I have gone weeks at a time where my trash does not get picked up. I want a full refund and to have my service cancelled so I can use that money to pay a new company that shows up on time every week.

  

  Business Response

  Date: 10/16/2024

  I apologize that you had so many service issues.  I canceled your account as requested and refunded your account,  I have entered a work order to have your cart removed.

   

  Thank you.

• Initial Complaint

  Date:08/01/2024

  Type:Customer Service 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 am your customer, ***************************, residing in *****************************************************************, H34303430313433**3833H *****. I am writing this letter to report the following regarding yard H323835**30**33353137H collection.Today, the H3731******3732**H Connection&#**;s collector assigned to collect my yard H323835**30**33353137H in 1289 ***************************************, H34303430313433**3833H ***** picked up 1 paper bag of my yard H323835**30**33353137H, but did not empty the 20-gal plastic can (marked Yard H3731******3732**H) that contains grass and very few small dead branches.Around midday I contacted your customer service and they told me that the container (i.e., plastic can) is overweight. The container is not overweight because the amount of grass that holds it is far less than the usual paper bag for yard H323835**30**33353137H. For years, previous yard H323835**30**33353137H collectors emptied the same plastic can without any complaints or problems.Also, your customer service told me that the container (i.e. plastic can) will be picked up in 1 week. In less than a week the grass in the plastic can will be decomposed leading to putrefaction causing unpleasant odors and attracting insects which is a health hazard for my neighbors.I request you to have a look at the present situation and arrange for an immediate solution.Your prompt action will be much appreciated.

  

  Business Response

  Date: 08/01/2024

  If the driver tags the cart as being too heavy, it will need to be off loaded into a second container.  The driver's safety, and the potential of an injury, is something we take very seriously.

   

  Thank you.

  Customer Answer

  Date: 08/01/2024

  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,
  
  *************************