Business Profile

Waste Management Services

WIN Waste Innovations

Headquarters

Complaints

This profile includes complaints for WIN Waste Innovations's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

58 total complaints in the last 3 years.
16 complaints closed in the last 12 months.

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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:03/17/2025
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.
Per invoice #**-0001133840 from November 2024, WIN Waste has owed me more than $100. In October, when I cancelled residential service, I was informed I would need to wait until January 2025 to receive the credit balance. (One pre-pays for service, and I used only 1 of 3 months of service I had paid for.) Waiting until January was a disappointing level of service, but I patiently waited.Starting in February 2025, due to non-receipt of the promised refund, I began contacting WIN Waste customer service via email. My first attempt received a response that I would receive a check. However, due to non-receipt following that first escalation, I contacted WIN Waste customer service two additional times via email. I have not received any response, and as of March 15 2025 I am still owed more than $100.
Business Response
Date: 03/17/2025
To whom it may concern,
My name is ******* and I am a supervisor here at Win Waste Innovations corporate office.
We are sorry to hear that this process took so long to resolve. I want to inform you that our ************************** has let us know that this check was cut on 3/10/2025 and was sent out Via the ****. Please allow for at least 7-10 business days for this check to come to you. If you do not have your money in hand by 3-24-2025, please give me a call at ************ and ask for ******* *.

Thank you
Customer Answer
Date: 03/25/2025
Complaint: 23070206

I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
It is March 25 and I still have not received the reimbursement.
Business Response
Date: 03/31/2025
To whom it may concern,
I have emailed back and forth with the customer and have confirmed our check was received on 3/27/2025.
this situation should be resolved and the customer and I have agreed overnighting a new check was the right thing to do.
If anything else is needed, please let me know.

Thank you
*******.
Customer Answer
Date: 04/01/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******
Initial Complaint
Date:03/14/2025
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.
WIN Waste takes full advantage of their customers by price gouging, and outrageous contract terms. Our initial waste service was a $60/mo contract for a 2yd bin, bi-weekly pickup through ****** waste. ****** had us sign a contract with their verbally agreed terms under *** stating they were partners covering our territory where our business relocated too. The terms were to remain the same as our agreement with ****** with the exception of a rate increase to $80/mo for the same biweekly service and 2yd bin which we agreed to. *** maintained their monthly price all the way up until WIN merged with them. Since then, our service price has increased to $145/month which is more than the average cost of weekly pickups of a 2yd bin in our region. This company ought to be ashamed of themselves and their bait and switch contract tactic where they can increase at anytime as necessary to a rate that far exceeds the average of 6 other local companies for the same service at this time. There contract termination policy is a very specific window that is impossible to get them to acknowledge in their required timeframe. Win waste and ** ****** do not care at all about their customers, they only care about profit and binding consumers into sneaky, unfair, and absurd contract terms that nobody in their right mind would agree to if they were presented in a manner which discloses their snake policy. You can take your liquidated damages fee out of the excessive charges you have imposed for the services that you have charged us for the last few years. I still havent been shown a WIN Waste contract with my signature on it.
Business Response
Date: 03/14/2025
To whom it may concern,
My name is ******* and I am a supervisor here in the corporate headquarters, located in **************
I am writing in response to complaint # ******** submitted by *** ******.
We genuinely appreciate feedback as it helps us identify areas for improvement.However, wed like to take this opportunity to clarify a few key points and address the claims made in your message.
First and foremost, WIN Waste Innovations is committed to providing fair and transparent services. Our goal is to offer high-quality waste management solutions to all customers while remaining competitive and sustainable in the market. It's important to note that when WIN Waste Innovations acquired ****** Waste and took over operations, we made every effort to honor existing customer agreements, as to make it a smooth transition for customer who went from ** ******, who sold to ************************** and then ************************** sold to us here at Win Waste Innovations. In doing so, this included an increase in pricing that was communicated clearly and was agreed to at the time of transition on the *** signed agreement *** ****** signed in February of 2020. The terms of that agreement states in " Length of Agreement" that "the term of this agreement is 36 months from the starting date which is set out on the reverse side of this document. Unless terminated by one of the parties as set out below, this agreement shall automatically renew thereafter for an additional term of 36 months. Thereafter, this agreement shall continue to renew for additional terms of 36 months each. The customer may terminate the agreement by certified mail of termination to the company not more than 180 days and not less than 90 prior to the end of the initial term or prior to the end of any renewal term". The customer did not terminate service within that time frame and we as a company continued to provide services. While we understand that price increases can be frustrating, we strive to keep our rates fair and in line with industry standards. We actively monitor our competitors pricing to ensure that our offerings remain competitive. The claim that our pricing exceeds that of local companies may not reflect all the factors involved in providing services, such as the specific level of service, equipment maintenance and environmental considerations. Competitors, when a customer calls in to ask about pricing will give them the new introductory rates for " New customers" signing on, which will reflect a lower cost than those who have been with the company years and those who have had increases prior. This happens in every business, **************** companies & transportation business.
We are sorry to hear that you feel dissatisfied with your experience and assure you that our intent is never to mislead or exploit customers. ********************** takes pride in being a responsible and customer-focused company, and we remain committed to resolving any issues in a fair and amicable manner. As *** ******* is aware, the liquidated damages will stand as proposed in the initial contract he signed. The cost is $895.38 + any remaining balance on said account. In total, the customer owes **********************, $1,048.86 for Liquidated damages and the cost of the last remaining invoice on the account.
Should *** ******* fail to pay the Liquidated damages and the remaining cost on the account, the customer will be sent to a third-party company who will then look to collect the funds on our behalf.
Thank you
Michael
Customer Answer
Date: 03/27/2025

Complaint: 23058782

I do not accept the business's response as a resolution to my complaint because:

I stand by my initial statement of bait and switch tactic, with and absolutely absurd cancellation policy and an even more absurd automatic renewal clause. You know thats the honest truth. Oh and by the way, when you purchase every small disposal company in the region and try to set the standard for the regional costs, isnt there a term for that? Yes, very dissatisfied past customer here. Ill be happy to settle it out with collections, you have stolen enough from us. Your current rate that we were charged is that of weekly service for a 2 yd container, and there is nothing at all unique to our location, or access that requires an above average rate. Our new provider has us at $80/mo with no contract or terms. Thats a WIN. Your organization is a complete ripoff and absolutely take advantage of customers that you have allegedly locked into contracts. This contract does not say WIN waste on it and has been expressed as out of date by your organization. And not for nothing but WIN has also attempted to bribe and pursued us to update and sign a contract with a $75 credit to incentivize us to lock us into some legit contract that probably has even more disgusting terms. Bait and switch.

Sincerely,

******* *******
Business Response
Date: 03/28/2025
To whom it may concern,

My name is *******, and I am a supervisor here at Win Waste Innovations Corporate headquarters. Teetering on becoming counterproductive, this will be the companies last response regarding this matter.

Regarding the statement "I still havent been shown a WIN Waste contract with my signature on it." Under the valid UMM agreement, Terms and Conditions, it states under the Assignment ****** that the company shall have the right to assign this agreement at its sole discretion without the customers consent". What this does is it grants the company the ********** right to transfer or assign this agreement to another party at its sole discretion, without requiring the customer's consent or approval. As such,*** sold its book of business to win waste and there for the contract still holds, is valid and the signature given at that time stands. WIN Waste Innovations is committed to providing fair and transparent services. Our goal is to offer high-quality waste management solutions to all customers while remaining competitive and sustainable in the market. Again, price increase,additional taxes/fees and rate adjustments are all part of the industry standard that is waste management. Every company, from *****, Troupe, Republic, ********** and WM have experiences rate increase due to operational costs, maintenance overhead and inflation upkeep, all of which helps them stay in business.
The $80/monthly price that the customer was offered, is more likely than not, an introductory rate, just like our rate was back in 2021 when we started the account off at $80.00. As mentioned in our previous statement, we are sorry to hear that you feel dissatisfied with your experience and assure you that our intent is never to mislead or exploit customers. In total, the customer owes **********************, $1,048.86 for Liquidated damages and the cost of the last remaining invoice on the account. As Mr. ****** said in his rejection statement, he will sort things out with the collections 3rd party and therefore we will consider this closed.
If the customer has any more questions, we will be more than happy to answer them, but we will reserve the right not to, should we find it to be argumentative, counterproductive or ineffective to the matter at hand.
Regards
Michael
Initial Complaint
Date:02/26/2025
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.
In December 2024, In contacted WinWaste via its website about a new charge on my invoice, in the amount of $4.24. The representative claimed it was because I did not auto enroll for payment. I explained that I would not pay that charge, as I never agreed to it. I never heard again from WinWaste, and believed the matter was closed.On January 10, 2025, I received another invoice from WinWaste, which again included the same fee and also reflected I was delinquent in paying the prior fee. I then e-chatted with a representative, during which i) i restated my objection to the arbitrary fee, and ii) cancelled my service. The representative ultimately said "I will close the account." Note - see attachment.I subsequently called WinWaste to arrange for it to pick up its totes. I was told the account was not closed, despite the statement by the representative on January 10, 2025 ; i now was told that to close the account, ********************* must pick up its totes.The totes finally were retrieved on January 30, 2025. I took that to mean the account was closed.But of course, it was not. I received an invoice for $8.48 reflecting the two "delinquent" payments for the charges described above.WinWaste fails to acknowledge that I NEVER AGREED to pay any fee because I did not auto enroll. This is a simple contracting matter and yet WinWaste persists in pursuing an unsupportable position, leaving me no choice but to raise it with the BBB.Thank you for your attention to this.
Business Response
Date: 02/26/2025
To Whom It May Concern:
My name is ******* and I am a supervisor here at Win Waste Innovations.
I am writing in replay to ****************** complaint about our admin fee.
in September 2024 we implemented an admin fee. Notifications were sent out well before September, auto dialers were made and on the monthly and quarterly invoices customers received, they were notified as well with the verbiage reading " Thank you for allowing us to serve your trash and recycling needs. This invoice may reflect an adjustment to charges due to operational costs".
The cost of processing payments manually is rising. When you set up your account, so your bills are automatically paid - from the account of your choice - it is less costly for us at win waste to process your payment. This helps us keep the cost of our essential waste services affordable.
The admin fee isn't something one must agree too. A company such as ours, mobile carrier/provider, airlines, etc. Can add an admin fee at any time. We as a company tried to handle this cost internally but due to the rise in cost, had to give a portion of that responsibility to the customer.
After reviewing ******************* account, it appears that he currently owes $8.48. however, I will go ahead and submit an adjustment to eliminate that cost. Please note, In doing so, this could take up to 2 billing cycles. This account is closed down but should ***************************
Business Response
Date: 02/26/2025
To Whom It May Concern:
My name is *******, and I am a supervisor here at Win Waste Innovations.
I am writing in replay to ****************** complaint about our admin fee.
in September 2024 we implemented an admin fee. Notifications were sent out well before September, auto dialers were made and on the monthly and quarterly invoices customers received, they were notified as well with the verbiage reading " Thank you for allowing us to serve your trash and recycling needs. This invoice may reflect an adjustment to charges due to operational costs".
The cost of processing payments manually is rising. When you set up your account, so your bills are automatically paid - from the account of your choice - it is less costly for us at win waste to process your payment. This helps us keep the cost of our essential waste services affordable.
The admin fee isn't something one must agree too. A company such as ours, mobile carrier/provider, airlines, etc. Can add an admin fee at any time. We as a company tried to handle this cost internally but due to the rise in cost, had to give a portion of that responsibility to the customer.
After reviewing ******************* account, it appears that he currently owes $8.48. however, I will go ahead and submit an adjustment to eliminate that cost. Please note, In doing so, this could take up to 2 billing cycles. This account is closed down, but should ***************** receive another invoice saying it is past due. please advise him to ignore it and we will make sure it is taken care of on our end.

thank you
Michael
Initial Complaint
Date:02/07/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company is using deceptive and threatening practices to force their customers to stay with them. Deceptive - they purposely do not inform their prospective customers that they are signing a contract that locks the customer in for 5+ years. The explanation they use is This is an agreement of services and solely locks in your monthly rate for 1 year WITHOUT also informing their customer that it is NOT an agreement, it is a contract for 5+ years. That is a VERY deceptive practice. Threatening Practice - If the customer decides they do not want to continue service, they threaten their customer with a requirement of paying over $1,000 to stop using their service. They do not take into consideration the reasoning of stopping service. In my situation, I can no longer afford to stay with their service because they charge such a high rate. I have explained on multiple occasions that I cannot afford the service, nevertheless they state I either continue with the service or they will force me to pay over $1,000 to cancel them. They do not care about their customers and only care about their money. I informed them I am willing to pay the outstanding balance that I have with them (due to my situation, I am 3 months behind) as well as the pickup fee for the dumpster if they are willing to agree to not charge the cancellation fee and they refuse.
Business Response
Date: 02/07/2025

To whom it may concern,

My name is ******* and I am a supervisor here at Win Waste Innovations.
I am writing in response to Ms. ****** complaint.
While I can understand the consumers frustration, what she is saying however, is false.
We do not use deceptive or threating practices. We have had multiple conversations with the customer and have offered on those conversations and occasions to work with her to reduce her monthly rate. When Ms. ***** originally started with our company in October of 2023, Ms.***** signed our agreement ( contract ) that gave her a 4yd container at $115.20 to be serviced every other week.
At that time, our agent explained to her that the pricing could increase after the first year as materials and operational overhead was on the rise. As outlined in our agreement, Section 5. Taxes and Fees, Section 6. Rate Adjustments and Section 7. Additional fees, Our contract outlines that pricing can go up and price increases can be done at any time, should the hauler/company deem it fit to do so. Ms. ***** was subsequently increase 10 months later, bring her cost from $115.20 to $137. 98
In August, 2024, same month that the customers bill increased, Ms. ***** called in and spoke with another agent who agreed at that time to roll her price back. The agent agreed to roll her back from $137.98 to $120.00 a month, locking Ms. ***** in for 48 months, with the first 12 months having the rate locked at $120.00. Month.
Upon Ms. ****** cancellation request, which they did via our digital chat (email ), our digital agent advised that we could again, lower the customers bill, taking the customer from $120.00 a month to $109.09 a month.
As we did not hear back from the customer within 24 hours, the digital chat was closed and the case was documented.
Because there was no movement on this, the rate has stayed at the $120.00 a month.

If the customer would like to cancel before the term is up,as it is outlined in Section 12. Termination, Customer terminates, this Agreement other than as provided herein, Customer agrees to pay Hauler (in addition to all
amounts due for Services rendered to the date of termination) as liquidated damages an amount equal to the average of Customers monthly ******** for the most recent six (6) months multiplied
by six (6); provided, that if less than six (6) months remain in the Term, Customer shall pay an amount equal to the average of Customers monthly ******** for the prior six (6) months multiplied
by the number of months remaining in the Term. Customer acknowledges that the foregoing liquidated damages are reasonable in light of the anticipated loss to Hauler caused by the
termination and are not imposed as a penalty. In the event Customer fails to pay Hauler all amounts which become due under this Agreement, or fails to perform its obligations hereunder
and Hauler refers such matter to a collection agency or lawyer, Customer agrees to pay, in addition to the amount due, Haulers reasonable collection and legal fees and expenses.
Customer acknowledges that this failure to perform provision will apply in the event of a sale of customers business if tile new owner does not, with the consent of ******, assume customers
obligations hereunder for the balance of the Term.

We do not what to lose the customer over billing and again,have tried to work with Ms. ***** on this. If Ms. ***** would like to stay and we can work with her on the pricing, we would be more than happy to. However,if Ms. ***** decides to cancel, she would be subject to our cancellation policy and the pricing/liquidated damages would stand.

If you need anything else from us, please let us know or contact us at ************
Customer Answer
Date: 02/10/2025

Complaint: 22907713

I do not accept the business's response as a resolution to my complaint because:
In addition to the complaint items, this company is now making false claims specifically regarding their attempt to offer a lower rate with no response on my end. Attached is the email communication that I had with a representative explaining my hardship and requested that they do not charge the termination fee because I am going through a financial hardship as I am already 3 months behind on payments.
In response to the manager, they DO use deceptive & threatening practices.
The Deceptive practice: Not informing your customer that they are signing a 4 year contract but instead the sales representatives focused solely on this document locks your monthly rate in for 12 months This IS a deceptive practice especially when you dont inform your customer verbally they are signing a contract for 4 years and if cancellation is needed, you will be required to pay an exponential amount of money.
The Threatening Practice: If for any reason (financial hardship, choice, etc.) the company threatens their customer with paying over $1,000 (in my case). Or they will offer a lower amount with a new signed contract, still extending the time you are locked in with them.
I currently owe 3 months worth of service, and I am willing to resolve that balance with the agreement I can be let out of my contract with no cancellation fees or liquidation fees. In the end, this would help their customer as they claim they want to do. I informed the representative that I would file a BBB complaint if they refused to assist me and consider my situation instead of just focusing on the amount of revenue I can create. Prior to this email communication there have been at least if not more than 2 separate occasions, I have shared my hardships that I cannot afford the service any longer and have only decided to stay because I DO NOT have the funds to pay over $1,000 to cancel my contract
Things happen everyday in peoples lives. When a company is focusing only on the amount of money they can make instead of treating their customers like people it shows and proves the real goals and narratives a company follows.
Sincerely,

******** *****
Customer Answer
Date: 02/10/2025
This is the file with the emails fully legible, I did not realize the original attachment was in portrait mode
Business Response
Date: 02/25/2025
To whom it may concern,

At risk of this conversation becoming counterproductive,this will be our last response. The slanderous attack and false accusations against our company will not be tolerated.
We have never threatened Ms. ***** nor would we. We as a company have been straight forward with our cancellation process and sign on process.
I have attached both contracts the customer signed. One will show the first agreement, when the customer first signed on with us and the second agreement will show that we as a company agreed to roll her pricing back.
We have had multiple conversations with ******** and have offered on those conversations to work with her to reduce her monthly rate and to relieve some of that financial burden. We at win waste do all that we can to retain our clientele. When Ms. ***** originally started with our company in October of 2023, ******** signed our agreement (contract ) that gave her a 4yd container at $115.20 to be serviced every other week.
At that time, our agent explained to her that the pricing could increase after the first year as materials and operational overhead was on the rise. As outlined in our agreement, Section 5. Taxes and Fees, Section 6. Rate Adjustments and Section 7. Additional fees, our contract outlines that pricing can go up and price increases can be done at any time, should the hauler/company deem it fit to do so. Ms. ***** was subsequently increase 10 months later, bring her cost from $115.20 to $137. 98 In August 2024, same month that the customers bill increased, Ms. ***** called in and spoke with another agent who agreed at that time to roll her price back. The agent agreed to roll her back from $137.98 to $120.00 a month ($17.98 savings), locking Ms. ***** in for 48 months, with the first 12 months having the rate locked at $120.00. Month.
*************** cancellation request, which they did via our digital chat (email), our digital agent advised that we could again, lower the customers bill, taking the customer from the offered $120.00 a month to $109.09 a month in an attempt to save the customer from cancelling. As we did not hear back from the customer within 24 hours,the digital chat was closed, and the case was documented. Because there was no movement on this, the rate stayed $120.00 a month.
We at this time will stand *** and hold the customer to their agreement. Just like any other company that issues out a contract for service and states their terms and agreement, we feel as though we have done all that we can and legally aren't doing anything outside of it to warrant a change.

Thank you
Customer Answer
Date: 02/26/2025

Complaint: 22907713

I do not accept the business's response as a resolution to my complaint.
All that I am looking for is for understanding from this business and they are refusing to do so.
On multiple occasions I have explained my situation, from a customer service standpoint and conflict resolution this company should show their customer that they are valued and agree to cancel the contract without the abhorrent cancellation fees. As I have stated multiple times in this specific complaint as well as via phone & email I cannot afford to continue with their service. It is NOT discussed during the sales call of any cancellation fees. I never said I have been threatened, however I did say this company is using threatening tactics by forcing their customers to stay with them if they do not want to/cannot pay the cancellation fee.
As a last ditch effort, I am pleading to cancel my contract without the cancellation fees. If the company agrees to cancel my contract without the fees, I agree to pay the outstanding balance that I have.
If this company continues to disregard my request, I will not pay any cancellation fees and will not pay my outstanding balance. Which in the end, the company will then lose out on recouping any monies from me.
This is an easy fix and if resolution is wanted they will agree. If they do not agree, feel free to write off the outstanding balance because I will not pay anything to the company or any agency they transfer and/or sell my balance to.
Sincerely,

******** *****
Initial Complaint
Date:12/10/2024
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.
On 4/28/2024 I signed a new contract with Win Waste for a 2 yard dumpster because they made a mistake and had a contract signed weeks earlier that stated a 4 yard dumpster would be provided. This was an oversight (mistake) of Win Waste and I understood the mistake and had no problem resigning a new contract stating 2 yard dumpster instead of 4 yard. What I didn't realize is it was a 60 month contract. I have never had a residential contract for 60 months for trash services. Unfortunately, Win Waste began charging overage fees of $100 a week. In my contract overage is based on weight only. The company stated that since the top was up and not completely flat that I would have to pay an overage. The dumpster was not weighed. It was filled with household trash only. It was clearly not overweight. I have attached photos as examples. I then said well we disagree on what an overage is and I can't afford $100 a week so I must cancel. Unfortunately, that means I have to pay liquid damages of $1222.00 ************ has incorrectly signed contracts with me but has no problem charging me $100 a week in overage charges that are not based on weight as stated it should be in my contract. This is clearly fraudulent behavior and should be recognized for all future customers.
Business Response
Date: 12/10/2024
To whom it may concern,
My name is *******, and I am a supervisor here at Win Waste Innovations.
After review of Mrs. ****** account and claims of not knowing the contract length, overages, ***. We at win waste innovations find this to be very misleading. In her first agreement, signed with ****** M back on 3/10/2022, it was advised that this contract length was going to be for 24 months and started 4/1/2022 (bringing her to 4/1/2024). The next contract was an increase in service contract that was signed on 3/4/2023. This was to bring the customer from every other week service to weekly service. As stated by the agent on 3/6/2023, this new contract was going to be for 60 months. Under terms and conditions, section 2 " Term" it outlines the length of said contract. on 4/16/2024, we offered to do a 10% roll back for the customer and lock in the new rate for 12 months, along with continuing the contract thereafter. This would still fall under the Terms and agreement section 2 & section 6. While we understand the mistake made in April of 2024 regarding the size, labeling the size of the container a 4yd vs a 2 yd, we corrected said mistake and updated the contract accordingly to reflect appropriately.
Moving to the issues surrounding the overages. This issue has been ongoing since late 2022. We as a company have tried several times, to discuss overages with the customer, at which time, we get met with resistance or receive no response from the customer. We tried reaching out in March of 2023 and then again more recently on 11/27/2024 as the issues continued.
I have included some photos that our drivers have taken so that you may see what they are seeing on a consistent basis. As I cannot attach them all, I have counted 6 overloaded containers between the time of 5/24/2023-12/4/2024 & 3 from 12/29/2022-2/23/23 (9 all together).
furthermore, after reviewing all the calls that Mrs. ****** has made into our call center; the complaint and issue all came to ahead on 12/4/2024 and continued up until yesterday 12/9/2024. On 12/4 our agent advised Mrs. ****** of the 5-year contract & continued that she wanted to work with Mrs. ****** rather than see her go. Our agent gave multiple options and asked if Mrs. ****** was open to changing up the service as to eliminate the constant overage charge and to maybe help her with the pricing. Mrs. ****** stated that she can't afford to go higher in size or in price and when our agent tried to explain our cancellation policy and liquidated damages for terminating services early, Mrs. ****** escalated and asked for someone higher. This call then went to one of our leads on the floor. Our lead, like our agent before, offered multiple options but also defended our contract to the best of their ability. She again advised of the Liquidated Damages and the cancel process. Our lead then tried to offer a 4yd EOW & stated it was about the same price as the 2yd that Mrs. ****** has now but that she would have extra yardage which would prevent the overages. Mrs. ****** again refused as she states she didnt have the room for a 4yd and didnt want it as shes stated, " she always had a 2yd and have never needed to increase size before". Unfortunately, the calls from 12/4/2024 to 12/9/2024 stalled with the last call being a call out to Mrs. ****** yesterday 12/9/2024 at 4:22pm that went to voicemail.
We as a company believe we have done all we can to help and assist Mrs. ******* We have not hidden any of our fees, rates or terms and have, on multiple occasions, tried to work with Mrs. ******* We would like to continue our relationship with Mrs. ****** and would be more than happy to work with her as we have tried too recently.
Should Mrs. ****** decide to proceed with the cancellation, Mrs. ****** will be responsible for the balance remining on the account, along with the Liquidated Damages as outlined in section 12 of her contract under terms and conditions.
Thank you

Michael

Customer Answer
Date: 12/12/2024
My complaint is that the contract states weight as a means of overage charges. I have paid overage charges many times but the moment I start to question them and find fault with the opinion of what an overage is I am faced with a $100 fee which I cannot afford. I don't agree with the overage and not once has Win Waste given me a weight to verify my overages as stated in my contract. All photos provided have been household trash. There is not furniture, mattresses, large items that would be considered obvious overages. Win Waste has not provided me with the weight to enforce a $100 fee, therefore I needed to cancel. I can't trust a company that doesn't provide proof of charges and feel as though my termination of the contract is not just one sided, therefore I should not be held to the exorbitant amount of money to cancel. I have provided my contract which states " 90 lbs. per cubic yard"
Initial Complaint
Date:10/24/2024
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.
I overpaid Win due to a recent cancellation of service. I contact them over seven times and no one is responding to my calls or emails They need to send me a refund for my overpayment. Im not able to get an answer.
Business Response
Date: 11/06/2024
To whom it may concern,
My name is *******, and I am a supervisor here at Win Waste Innovations.
After review of the account, Mr. ****** is not due a refund for any overpayment. The customer did not overpay. we sent him an invoice dated 10/1/2024 showing him that we credited off the invoice that we "charged" for the next service period after his cancellation, but it was an invoice to tell him that he is all set, not that he needed to pay. We do not owe him anything at this time. While we understand the confusion, after pulling the call, the customer even admitted to one our account receivable analysts ********, that he in fact did not pay anything after April 2024. So why this claim or complaint to the BBB is a little worrisome, we hope that with our reply, it will eliminate the confusion and resolve this matter.

Thank you

Michael
Initial Complaint
Date:09/25/2024
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.
We paid for an extra trash pick up service for last week. The driver didnt come and lied of saying we didn't pull out our dumpster. I can give proofs from residents and surveillance camera showing the dumpster was there. I called on Friday and agent promised it will be take care of Saturday which was another lie. I called Saturday another agent guaranteed the driver would come on Monday but he didnt. I called again this monday noon and the agent guaranteed the driver would come on Monday but he didn't. This is really getting serious condition. Lots of trash from neighbors were put around our dumpster along the sidewalk of the street. I don't know why the company didn't do the service and keeps lying to us. I would like to have a solution and the crazy pile of the trash needs to be cleaned by them.
Business Response
Date: 09/25/2024
To whom it may concern,
My name is *******, and I am a supervisor here at Win Waste Innovations.
First let me apologize for the miscommunication. The call center relies heavily on our operations department and drivers to make sure services are completed and serviced in a timely fashion. With that being said, the information Mr. **** is relaying is not exactly factual. The extra pick-up service Mr. **** is referencing was scheduled for 9/19/2024, WO# ******** Upon our arrival at his location, 9/19/2024 at 5:15am, the photo attached, indicates that the 2yd container was in fact not out. We as a courtesy to the customer, advised that we would put on a recovery pick up to service him. Unfortunately, due to company protocol, as our HOC (Haul or Call) process was followed, there was push back from operations as the driver did their job and what was asked of the customer. However, because the bins were not out, internally, there was a delay.
After further review of the account per Mr. ****** latest call, he mentioned that he scheduled the service for 9/20/2024 and not 9/19/2024 and we came a day early, hence the dispute of the not out and has demanded his $100.00 back, however, from our digital chat, which I have also included, you will see that Mr. **** talked with our rep *** F on 9/5/2024 at 1235pm and approved/agreed to have the service done on 9/19/2024. So, while I understand the frustration, we as a company have tried to do what we could for Mr. ***** I have also confirmed from our ops team, that we did service Mr. **** today before pulling out of the city. We did at first go to the wrong location, but did go back per our GM and Supervisor and serviced said container.
From what Mr. **** has stated, it sounds like he may have some issue with illegal dumping at his location, which we as a company, can certainly try and help with by potentially upgrading his container to ones that have a lock bar Or if the illegal dumping continues, he would be best to call the town or local PD to set parameters on violators. We are not responsible for the overflow of trash from surrounding folks or neighbors but will try and accommodate as best we can.
Again, we are sorry for lack of proper communication and if there is still a " pile of trash " from today 9/25/2024, please send photos or camera footage and I'd be more than happy to escalate this to our VPs of ops and get this resolved.
as it pertains to any billing or credit of the *** (Extra Pick Up) schedule for 9/19/2024, there will not be a credit of the $100 at this time.
Thank you and best regards.
Customer Answer
Date: 09/27/2024

Complaint: 22336363

Dear *******,
Thank you for your response and finally get a supervisor to contact. What drives the situation crazy and illegal dumpstering is the lies from the agents. You may check the recording from my calls. I called on Friday morning and I was told the dumpster will come on Saturday. I called on Saturday I was told there was no chance to come on weekends and it will be guaranteed on Monday. I called on Monday and I was told it will come on Tuesday. I called on Tuesday morning I was told it will come on late Tuesday night. I called on Wednesday I was told the Truck went to the wrong place. It's really frustrating for us and we cannot bear these situations any more in the future. I don't know whether I can trust the words from the phone calls, chats or emails from your company. I would like to stop the contract at no cost after October.
Sincerely,

******* ****
Initial Complaint
Date:09/24/2024
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.
Company has malicious billing practices unresonably ****** **** ******** 2 years they raised bill more than 40% above agreed amount and refuse to cancel the contract and remove their dumpsters requesting to customers to pay "damages".
Business Response
Date: 09/24/2024
To whom it may concern,
My name is ******* and I am a supervisor here at Win Waste Innovations.
If this is in regard to Redstone Townhouse Condominium, Acct # ********, you as a customer signed a ******** agreement with our sales rep ********** ***** back in 2022/2023. In order to avoid any liquidated damages and avoid any fees associated with the early termination, per the contract, you would need to satisfy the current contract terms, which are set to expire as of January of 2026, outlined in the contract under Service agreement Terms & Conditions #2 Term & #** Termination.
While I understand the frustration, Rate increases are a part of any business model due to the fluctuation in cost of Disposal costs, Maintenance and Operational Overhead. Because we are essential employees, we are constantly expanding our workforce to ensure services can be carried out efficiently, safely and consistently. We as a company have tried to handle all costs internally but have found it very difficult to continue doing so, so we have started to implement increase to off set the coast of doing said business. As it pertains to your account, since the inception of your account, the account itself has increased 2 times. The first increase 1/10/2023-11/1/2023 ( 10 Months ) it increased from $286.18 to $342.98 and then it stayed at that price from 11/1/2023 to 9/1/2024 ( 10 months ) from $342.98 to $397.98. While the first increase was 19.8%, the second increase was *****%. This account has not gone over, nor has it surpassed 35%.
We as a company show that on multiple occasions, we have offered to work with you on pricing and roll back. Dating as far back as 1/24/2024 and most recently upon your call in on 9/20/2024.
We are more than happy to work with you and talk about terms and roll back in hopes to continue our partnership but if you do in fact want to cancel you will be subject to Liquidated Damages and be held responsible for any balance accrued during such time.
Our department can be reached at ************ and any of our commercial agents can facilitate.

Thank you

Customer Answer
Date: 09/26/2024

Complaint: 22323921

I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Your calculations are incorrect. You should take into account complex percent to calculate several years resulting percentage.
To make your life easier just take your current invoice amount of $671.21 and divide by agreed amount that we have on contract of $479.18. This will be 1.4007471096 - almost exactly 40% .
This kind of "mistakes" in your company favor is pretty common from my experience with your accounting.
Your "pay whatever we want" attitude is kind of funny. If you are not able to manage your costs, why it should be our problem?
If I follow your logic, you can send invoice for $1mln and if customer refuses to pay that, try t collect $6mln in damages, right?
When I was making contract at the end of 2022, I asked directly what raise to expect and I was told, that raises would take into account inflation and fuel costs. Now, fuel is actually cheaper than it was at the end of 2022/beginning of 2023. And the inflation rate by ****************** *** was 4.1% in 2023 and 3.2% in 2024, approx. 7.4% (***** * *****) combined.
About our talk over the phone - you insisted on extending our contract above end of 2025. That is definitely not what we want to do!
*********** *********
Business Response
Date: 10/09/2024
To whom it may concern,
The $479.18 " agreed upon rate" you mention in your follow up, has not been your pricing since 11/1/2023 when the first increase took place. For almost a years' time, you have been paying us for service at the price of $574.96. This is for both the 6yd MSW and the 4yd SS.
again, with increases, this is a standard practice for any company like ours. While the price of Diesel has come down since 2022, ( EIA National Diesel Index has cost for gas at $5.38 in *********** and $4.96 in the east coast. ) the costs haven't come down enough to eliminate our fuel cost which we began implementing in late 2022-early 2023. It's not that we are unable to manage our costs but as a company decided that it was time to put the cost on the customer as we could no longer sustain keeping lower costs as an internal function all the while trying to maintain things such as fleet cost, transfer stations, Waste to energy facilities etc. The price increases you are seeing arent just for the trucks out on the roads but for our trucks and work trucks at our plants keep our business moving.
Again, at no time, have we increased you 40%. from your recent billing of the $574.96 to the $671.21, this percentage only shows *******% and the one before that $479.18 - $574.96 was *******%, combining both of those together is only *******% again not the claim of 40% which you reference.
We as a company have continued to show that on multiple occasions, we have offered to work with you on pricing and roll back. Dating as far back as 1/24/2024 and most recently upon your call in on 9/20/2024. We are more than happy to work with you and talk about terms and roll back in hopes to continue our partnership but if you do in fact want to cancel you will be subject to Liquidated Damages and be held responsible for any balance accrued during such time.
Our department can be reached at ************ and any of our commercial agents can facilitate.

Customer Answer
Date: 10/18/2024

Complaint: 22323921
IDK where did you get that I wrote about 40% 1-year increase. I think I was pretty clear what numbers did I take and where.
So, lets repeat the calculations:
We made a contract from 01/01/2023 for $479.18.
After 10 month (not one year) on 11/1/2023 you started sending us invoices for $574.96, what we didnt notice and bank autopay was sending you $479.18 for a while.
This 10 months increase is $574.96 / $479.18 ~= 20% . Prorated to 1 year will be approximately 24.4% .
After another 10 months there was another increase, and on September 1 2024 we have got invoice for $671.21.
This another 10 month increase is $671.21 / $574.96 = ~16.7%, or approximately 20.4% prorated to 1 year.
So, in 20 months we have got $671.21 / $479.18 or ***** * 1.2 ~= 40% increase. Prorated to 2 years (24 months) this will be approximately 49.7% .
You cannot just sum percents as you do to get ***** . You must multiply. Or use final amounts $671.21 / $479.18 .
About pricing you have been paying from 11/1/2023 thats simply not true. You started to send increased amount invoices on November 1st 2023, but we didnt notice this and bank autopay was still paying old amount $479.18 .
Sometimes around end of January 2024 Winwaste employees started calling me and demanding do pay the difference. I said that this increase is too much, and we dont agree to pay this. I was offered other amount around $503, but we have got a requirement to pay the shortage. We have paid and closed this shortage beginning of March, but were still getting $574.96 invoices.Unfortunately, I got seriously ill in March and was not able to continue poking your company about price adjustment. And another person who replaced me while I was sick just sent payments according to your invoices.
Can we really trust your promises after that?
When I started arguing about September 2024 price increase, I was told that together with the reduced amount I should sign a contract that extends current agreement to another 3 years. Taking into account our previous experiences with your company, we definitely dont want this.
Thank you for removing your containers from out property. Thats was a great relief! Normally, businesses notify in advance about this kind of changes or actions. And I was asking for the that! But, in any case, we are happy that container removal finally happened.
And some comparison how healthy companies deal with rate increases. ** announces in advance, once a year, their rate increase to all customers. Rate increase doesnt come as a surprise in invoice sometime middle of the year. And their 8.72% rate increase is consistent with inflation rate 8.3% in 2022.
And the most important clause from their contact on this matter: If Customer does not accept the Consensual Price Increase, Customers sole right and remedy shall be to terminate this Agreement by written notice to Company. I think thats a pretty reasonable way to deal with price increase disagreement. Yes, price increase is standard practice, but your increase amounts are definitely above the standard!And, if people are not able to pay for your service, you cannot demand them to pay even more.
What are you trying to do is evil!

*********** *********
Business Response
Date: 10/25/2024
To whom it may concern,

This will be Win Waste Innovations last response as we find the back and forth counterproductive.
We have stated our case in both of our previous responses but will advise of our stance in an attempt to make sure we are relaying our stance properly.
In your initial complaint, you claimed that the Company has malicious billing practices unresonably ****** **** amout. In 2 years they raised bill more than 40% above agreed amount and refuse to cancel the contract and remove their dumpsters requesting to customers to pay "damages".

In an attempt to halt any misconceptions, our response was,that we have at no time, increased your account 40%. To back our claim, we gave a break down year over year as to what you increased. The first increase was *******% bringing your monthly price from $286.18 to $342.98. Then we showed the second increase, taking your amount from $342.98 to $397.98, which resulted in a *******% increase. If we total these increase percentages up, it results in a total increase amount of *******%.

We as a company have continued to show that on multiple occasions, we have offered to work with you on pricing and roll back. Dating as far back as 1/24/2024 and most recently upon your call in on 9/20/2024. However,you as a customer did sign a ******** agreement with our sales *** ********** ***** back in 2022/2023. To avoid any liquidated damages and avoid any fees associated with the early termination, per the contract, you would need to satisfy the current contract terms, which are set to expire as of January of 2026, outlined in the contract under Service agreement Terms & Conditions #2 Term & #** Termination.

We understand your frustration but will stand with our contract and should you want to cancel, you will need to call in to our office ************ and a *** will facilitate the cancellation with you or if you decide to keep services and would like to roll back your price as we have tried to do for you previously, we would be more than happy to do so.

Thank you for your time.
Customer Answer
Date: 11/01/2024
Again, you cannot simply sum percentages. This is compounding percentages:
****************************************************************
You can easily verify you are wrong by calculating final amount from original contract amount using your 35.8835%.
IDK where did you take numbers $286.18, $342.98 and $397.98.
Original contract amount was $479.18, after 10 months we have got increase to $574.96 and after another 10 months you wanted to increase again to $671.21.
*************** = 1.4007471096456446429316749446972
I attached original contract for you to review.
I also dont understand why do you getting back with this 35%. I think 35% increase in just 20 months is also insane.
As about roll back your price as we have tried to do for you previously, you promised to do this in February 2024 and we didnt get it. What happened in spring of 2024 when I was ill and why were you still sending invoices for $574.96? **** you didnt deliver what you promised! So, when you showed up with another crazy increase to $671.21, I decided that we had it enough.
And, about standing with our contract, its clear from countless complaints and reviews that youre standing on ripping off your customers.
Initial Complaint
Date:07/24/2024
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 been a customer with ********************** for years. I am fed up with there inconsistent billing costs. I went to cancel with them last week and they told me the contract from 2020-2023 was automatically renewed and did not require a signature. The contract automatically renewed July 2023 and I am being told if I cancel before July 2026, I will be charged fees and liquidated damages amounting to over $400. I am currently on automatic payment and can't even cancel it, they won't let me. Please help. I am up to date with all payments as they are automatic. I want to be done with this company - the rate per contract was ***** and they are charging me *****+ now plus what they want to charge for overages, etc. I want to move on with another trash service with a better rate. I do not want to pay over 400.oo
Business Response
Date: 07/26/2024
To Whom It May *********************** name is *******, and I am a supervisor here at Win Waste Innovations.
While I understand the frustration over our cancellation policy, I have attached a copy of the customers signed agreement that clearly states the terms and the cancellation process on the contract they signed.
On the agreement they signed in 2020, it states on the Terms and Conditions, under Length of Agreement, that the term of this agreement is for 36 months from the starting date which is set out on the reverse side of the agreement. Unless terminated by one of the parties as set out below, this agreement shall automatically renew thereafter for an additional term of 36 months. Thereafter, this agreement shall continue to renew for additional terms of 36 months each. The customer may terminate the agreement by certified mail of termination to the company not more than 180 days and not less than 90 days prior to the end of the initial term or prior to the end of any renewal term. In the event that the customer breaches this agreement by non-payment of invoice charges, or if the customer terminates this agreement prior to the expiration of any term for any reason other than a material breach by the company, the customer shall pay to the company liquidated damages in the amount of six times the most recent monthly charge. All of which was on the contract that they signed.
We, on multiple occasions have tried to work with the customer, regarding overages and fees associated with them but have been unable able to lock anything in. We had our IOV and ********************* reach out to discuss the possibility of increasing the dumpster as we were consistently seeing overages (Photos attached). We started those calls in May of 2023 and then again in June of 2024 as the situation continued.
In terms of pricing, we did not just increase the customer from $49.00 to $74.00, we would not do that to our customer base and would always allow for proper notice. as a break down, companies like ours do implement an increase on our services as the cost of doing business continues to rise. in 2021 the customer increased from $49 to $54. In 2022 they increased to $58.98. In 2023 they increased to $63.98 and then this year, the customer increased to $78.98. With these increase, proper notification would have been sent by Win Waste Innovations notifying all customers of said increase.

Again, while we understand that the customer wants to cancel & we can surely accommodate them, we as a company will be sticking to our terms and conditions on our contract and the customer will be responsible for the Liquidated damages. Once that is processed and we submit the final cancellation, the account will be closed, and we can officially part ways.
If the customer would like to stay, we will continue as business as usual and provide a service in accordance with the contract we have in place. The customer is currently paid in full, so if we continued to provide a service, the next invoice would be 8/1/2024 for $78.98.
Thank you
Customer Answer
Date: 07/29/2024
If I signed a contracted to be charged ***** monthly back on 2020, why does Win Waste get to increase the monthly charges with in the three year contract? Why are the charges inconsistent?
Business Response
Date: 07/31/2024
To whom it may concern,
In accordance with the contract you signed, it states under RATE ADJUSTMENTS. that This agreement covers only those services and equipment listed on the reverse. The company shall have the right to increase the
price charged to the customer in the event that the customer requests, and the company supplies, an increase in the size or quantity of the disposal equipment or if the customer exceeds the permissible disposable weight or volume limits. The company may increase the cost to the customer for any increase in disposal, fuel or transportation costs; any change in the composition of the waste materials or increases in the average weight per container of waste materials;
increased costs due to uncontrollable circumstances, including, without limitation, changes in local, state or federal laws or regulations, imposition of taxes, fees or surcharges and acts of God such as floods, fires, etc. Company may also increase the charges to reflect increases in the Consumer Price Index for the municipal or regional area where the customer is located. Any other increase in charges requires the consent of Customer which maybe evidenced verbally, in
writing or by the actions and practices of the parties.
To be more specific in terms of the most recent invoice 5/31/2024 and 6/30/2024, the customer had an extra lift and an overage that increased the overall bill. Without overage, or without an extra lift cost, the customer would be at their $78.98 *************** charge as they were in Feb, March ($63.98) & April ($78.98).

Thank you

Customer Answer
Date: 08/02/2024
I agree with the contract that was signed from **** 2020-2023. I do not agree with an automatic renewal of contract from **** 2023-2026. We were not provided a reminder via email or mail. We were not given a renewal contract to sign. I was not given the opportunity to renew or cancel in **** 2023. How is this fair or legal? You now want me to pay an early cancellation fee amounting $428.88. I would like this charge cancelled and omitted. I do not want to continue my trash pick up with Win Waste Innovations and should not be penalized in liquidated damage fees as Win Waster DID NOT provide a NEW CONTRACT for **** 2023-2026. You never received approval from ********************* Furniture Makers to renew the contract for another three years nor should you have renewed the contract without the customers consent and signature. We request that you Cancel my current trash account, waive the liquidated damage fees and pick up your dumpster. Please respond with your confirmation and approval.
Customer Answer
Date: 08/05/2024

Complaint: 22035953

I do not accept the business's response as a resolution to my complaint because: ********************* Furniture Makers signed a three year contract **** 2020-2023 with *************************** (UMM) from **********. Win Waste Innovations bought out UMM in 2021. See attachment showing *************************** on the letter head of our original contract. Win Waste Innovations should have issued a revised contract under the new name "Win Waste Innovations". Win Waste has stated that they renewed ********************* Furniture Makers contract for **** 2023-2026 automatically. Win Waste never updated their letter head to say "Win Waste Innovations". They did not send a renewed contract nor did they share an email or phone call of the renewal. Therefore, as far as I am concerned, there should be no liquidated damages costing ********************* Furniture Makers over $400.00 in fees. We have sent a certified letter with tracking number to Win Waste Innovations to cancel any further service with them. This letter will be received by Win Waste by Wednesday 8/7/24. You can reference the **** tracking number 9589 0710 5270 1706 1866 99. A copy of this is also attached for record. Our scheduled trash pick up is set for Wednesday 8/7/24 and we request that Win Waste pick up their two yard dumpster from our property on the same day. We no longer want to do service with Win Waste Innovations.

Sincerely,

*******************************
Business Response
Date: 08/06/2024
To whom it may concern,

In accordance with the contract that was signed with UMM **************************** in 2020 (a company since acquired by Win Waste Innovations), it states under Assignment, that the company shall have the right to assign this agreement at its sole discretion without the customer's consent.The customer shall not have the right to assign this agreement without the company's prior written consent, which may be withheld at the discretion of the company.
What this means, is that the contract that was signed in 2020 is still valid and falls to us at Win Waste Innovations as the new hauler and proprietor.
The letter the customer is sending in regard to cancellation, unfortunately will be invalid and will not be recognized at this time. In accordance with the contract they signed, they needed to submit a certified letter no more than 180 days and not less than 90 days prior to the end of the initial term or prior to the end of any renewal term. Furthermore, that timeline was not met and we at Win Waste Innovations will stick to our Liquidated damages letter we sent to the customer. At this time, because the customer is terminating early, the customer, ********************* Furniture Maker, *******************************, will be responsible for paying the company liquidated damages in the amount of $428.88, any outstanding balance for services performed, and, only if applicable, for the Companys attorneys fees pursuant to the Agreement.
From what I can see in our system, it appears that the account has been closed and the removal of the container has taken place today 8/6/2024.
Thank you
Customer Answer
Date: 08/08/2024

Complaint: 22035953

we informed win waste innovations that we wanted to cancel via phone and we were then never contacted back by manager per our request. We were well within the timeframe to cancel. Win Wastes ignorance will not be on my companies dime. A certified letter was sent, we have shared the tracking number with Win waste and here.

Sincerely,

*******************************
Business Response
Date: 08/08/2024
To whom it may concern,
The customer informed ********************** well after the allotted time frame surrounding cancellation as mentioned in the signed Service Agreement.
In accordance with the valid service agreement, under Lenth of Agreement: The term of the agreement is 36 months from the starting date which is set out on the reverse side of the document. Unless
terminated by one of the parties as set out below, this agreement shall automatically renew thereafter for an additional term of 36 months. Thereafter, this agreement shall continue to renew for additional terms of 36 months each. The customer may terminate the agreement by certified mail of Termination to the company not more than 180 days and not less than 90 prior to the end of the initial term or prior to the end of any renewal term. The company may terminate this agreement by giving written notice to the customer prior to the end of the initial or renewal term. This right of termination shall be in addition to the companys right to terminate the agreement for non-payment by the customer as set out below.
As the cancellation process was not followed properly, the certified letter of termination will not be recognized by the company and the customer will be subject to liquidated damages. At this time, because the customer is terminating early, the customer, ********************* Furniture Maker, *******************************, will be responsible for paying the company liquidated damages in the amount of $428.88, any outstanding balance for services performed, and, only if applicable, for the Companys attorneys fees pursuant to the Agreement.
Thank you
Customer Answer
Date: 08/09/2024
BBB
I have nothing further to add. I do believe what Win Waste is doing is wrong. I would appreciate your feedback base on their comments. What Win Waste is doing has happened to many other business using them and its wrong. I had cancelled over a month ago and they dragged this process out so they can charge what they want.
BBB - are you going to comment? Or am I going to get stuck paying this ridiculous fee?
Initial Complaint
Date:07/15/2024
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.
Ive consistently had issues with pick up times and no shows. I tried to cancel our services and they insisted I signed an agreement, that I have no recollection of. I asked for a copy and I am sure it is not my signature. I was told to speak with an office manager named ******* and have called and left multiple messages and spoke to other employees to resolve the issue with no attempts to call me back. In the meantime they suspended my services and are not picking up our garbage and we are left with piles of trash. They refuse to terminate the services and continue to add overage charges as well as other billing errors.
Business Response
Date: 07/15/2024
To Whom It May *********************** name is ******* and I am a supervisor here at Win Waste Innovations.
While I understand the customer frustration, Id like to take a minute to address the complaint.
I have attached a copy of the service agreement that was signed by ************* on 12/13/2022 and by one of our save/retention specialists *********************. As there was nothing in writing stating a lesser term, the term on said agreement automatically defaults to 5 years ( and also auto renews for 5 years ) which can be found on the back of the contract under Service Agreement Terms and Conditions # 2 (Term). Due to this, the customer is under contract until 2027. If the customer chooses to terminate the agreement earlier than 2027, they will be subject to liquidated damages and will need to pay an amount equal to the average of the customer's monthly ******** of the last 6 months multiplied by the number of remaining months on said contract.
As we did not want to go down that road with the customer, we made several attempts to contact ************* & her sister *********************** to resolve this issue. We had our *** & ******************** try and contact them from Feb of 2024 to March of 2024. Then from April 2024 to the end of May 2024 both the *** & Proactive teams where working with our Lead ******* as they wanted to discuss the possibility of bringing ************* a larger container to hopefully avoid overages like the ones I attached to this Complaint. While several of those attempts went unanswered and while there was a bit of phone tag going back and forth with voicemails being left and emails being sent, subsequently, those calls were not returned and there for balances went unpaid and amounts did go over to our third-party collections team.
In the midst of doing what we could for the customer, we did accommodate a credit of $200.00 as a courtesy for 2 overages, one dated 6/20/2023 & 7/6/2023. both of which were done to appease the customer and to hopefully retain her as a customer and to avoid situations like this in the future. However, the overages did not stop. from 7/6/2023 to 3/5/2024, there was an additional 5 overages. All of which were charged to the customer. This cause the account to be placed on hold as the customer did not feel as they were responsible for the overages and there for did not pay any of the invoices since 9/1/2023.
Currently the customer owes $887.00. this would be for Invoices ****** for $787.00 and would take the customer up until 5/31/2024 & then an additional $100.00 for an overage that took place on 3/5/2024.
If Win Waste Innovations needs to provide more proof or documentation, we can certainly do so, however record indicates that ************* and or *************** have already been in touch with our Credits and Collections analyst Mrs.***************************. and at this point, because the balance is past due and in collections, they would need to speak with them or our third party and once balances are paid, we can then discuss roll backs, increasing of size and or the cancellation process.

Thank you.

Customer Answer
Date: 07/20/2024

Complaint: 21987452

I do not accept the business's response as a resolution to my complaint because:
Again, I am writing to express my extreme dissatisfaction with the on going experience I have had with the Win Waste's service. Despite the basic nature of the complaint I submitted, I feel the response I received was both inadequate and unhelpful to say the least. The lack of attention and care given to resolving my issue is not only disappointing, it far from meets the customer service standard I would expect from the company.
I anticipated a straightforward resolution; however, the response not only lacked substance but also failed to address my concerns effectively. This experience has significantly diminished my confidence in the company's ability to handle customer issues and support requests appropriately.
I began services with Waste Tech shortly after purchasing my home in September 2019 and received quarterly invoices via email. As I stated in my initial complaint , I did not recall ever signing a service agreement with Win Waste Innovations. Upon review on the Service agreement sent by them to me, the signature on the agreement is NOT mine, I will be happy to provide any supporting proof of documentation . I have continually made calls to follow up and speak with *******, but never received a return call. I only spoke with ******* one time , she did make an adjustment to one invoice and also told me to only speak with her as she is the person in the office in charge and should call and speak with her directly. Since then it has been ongoing voicemails about invoices unpaid, however I have been trying to resolve the dispute but my calls remain in returned and my trash continues to pile up as my services have been suspended. My only request the whole time is to part ways with a company I no longer want to do business with and they continue to say no, continue to not return and continue to do bad business.
Given the fact, I do not feel my request is unreasonable, I kindly urge you to revisit my complaint and provide a more considered and effective solution. I expect a response that not only addresses the issue at hand but also restores my faith in your commitment to customer satisfaction.
Thank you and look forward to your prompt attention to this matter.
I will be happy to provide any further documentation regarding my signature, or voicemails etc you may need

Sincerely,

*********************
Business Response
Date: 07/26/2024
To Whom It May ******************** name is *******, and I am a supervisor here at Win Waste Innovations.
While I understand the customer frustration, we as a company feel as though we have answered and addressed the initial complaint and have done what we could for the customer.
In my initial response, I attached a copy of the service agreement that was signed by ************* on 12/13/2022 and by one of our save/retention specialists *********************. Nothing on the contract indicated or stated a lesser term, the term on said agreement automatically defaults to 5 years (and also auto renews for 5 years) which can be found on the back of the contract under Service Agreement Terms and Conditions # 2 (Term). Due to this, the customer is under contract until 2027. If the customer chooses to terminate the agreement earlier than 2027, they will be subject to liquidated damages and will need to pay an amount equal to the average of the customer's monthly ******** of the last 6 months multiplied by the number of remaining months on said contract.

Originally, we as a company, did not want to go down that road with the customer. we made several attempts to contact ************* & her sister *********************** to resolve this issue. Our *** & ******************** tried to contact them from Feb of 2024 to March of 2024. Then from April 2024 to the end of May 2024. At that time the *** & Proactive teams were working with our Lead ******* as they wanted to discuss the possibility of bringing ************* a larger container to hopefully avoid overages like the ones, I attached to the original complaint response.
Several of those attempts went unanswered. Voicemails were left & emails were sent & subsequently, those Calls & Emails were not returned and there for the balances went unpaid and amounts did go over to our third-party collections team. In the midst of doing what we could for the customer, we did accommodate a credit of $200.00 as a courtesy for 2 overages, one dated 6/20/2023 & 7/6/2023. both of which were done to appease the customer and to hopefully retain her as a customer and to avoid situations like this in the future.
However, the overages did not stop. from 7/6/2023 to 3/5/2024, there was an additional 5 overages. All of which were charged to the customer. This unfortunately caused the account to be placed on hold as the customer did not feel as though they were responsible for the overages and did not pay any of the invoices since 9/1/2023.

The customer currently owes $887.00. this would be for Invoices ****** for $787.00 and would take the customer up until 5/31/2024 & then an additional $100.00 for an overage that took place on 3/5/2024.
Thank you.

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