ComplaintsforWaste Connections of TN

• Initial Complaint

  06/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My previous tenant had a trash collection account with this company. They have failed to pick up the trash from the property for three weeks. My tenant and I contacted them several times and got no positive response. At this point, I am placing a complaint against this company with BBB hoping someone from this organization would pay attention to the matter. They DONOT respond to calls or web based inquiry AT ALL.

  Business response

  06/18/2024

  Looking through the notes, I only show one online attempt on communication, and it was handled. I show nothing of anyone calling even one time. 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Waste Connections has failed to pick up our trash several times already in 2024. I have filed a complaint through their website each time and even called once. On previous complaints, they said they would pick up the trash in the next day or two and never showed. On latest complaint, I was told that the placement of my can was incorrect. The one that has been in the same place for over 10 years that I have used Waste Connections. They will not come out and collect garbage or give me a credit.

  Business response

  05/03/2024

  After reviewing the account, communication was sent back via email stating the reason for non-pick-up as far as placement of the can. Other than the week and a half we did not run due to the snow, I only show one "miss" which wasn't actually missed, the can was not out the morning the driver came through. We do not issue credits for cans that were not out on the day of pick up. We also did not credit for the snow because we picked up almost 2 weeks of our customer's trash. 

  Customer response

  05/30/2024

  By the time I get your letters, you have already closed the issue.  I just received your letter dated May 17, 2024, yesterday, on May 30.  We went a total of 6 weeks without pickup around the snow.  For 2 weeks before the snow, there was no pickup, then the two weeks of the snow, then the two weeks after the snow.  The can was at the road for six weeks straight with garbage piled around it.  We had complaints from neighbors and the HOA.  I cancelled my service.  The lady that took my cancellation call was very polite and professional and did not seem at all surprised at the complaint about lack of pick ups.  I hope Waste Connections enjoys my donation for the 4 missed pickups around the snow and the 2 more recent missed pickups.  Will not do business with again and will tell everyone I know to avoid.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I make payment in a timely manner, yet this company does NOT provide service in a timely manner, nor do they call to offer explanation for why they have not picked up our trash. I HATE this company immensely.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  For over a month I have been begging Knoxville Waste Connections to do the job my taxes pay for in picking up the recycling from my house. It has always, since I moved in in 2023 been picked up on the side street at the mouth of the alley behind my home. After more than a dozen phone calls requesting that my recycling be picked up I was called and left a voice mail today telling me that we need to discuss my can placement. After three years!? Two missed pickups. Three going on four weeks, dozens of phone calls. Ignored calls, and absolute straight up refusal to do the job I am at my wits end. I want them to do the job my taxes pay for. The end.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Waste Connections needs to get a handle on their autopay website and office operations evidently. I paid their bill online-twice. Set it to pay at the quoted price, and I was charged a few pennies above the ceiling limit I had put on there, so I had to pay it again. Thought it was resolved again through their system, but it was not. Before I knew it, turned over to collections. I honestly had not been using the service. They picked up maybe twice in six months. Just not worth it to ding your credit over this poor online system. I have heard MANY other of their customers share a similar issue. I canceled all “services” after paying this outstanding bill for the third time today with Nicky (I let her know I was recording so this payment had better not disappear as the others have). The extra fee is worth it with competitors since your credit could be damaged trying to use their faulty online payment system. Take a pass on Waste Connections; call your local investigative reporter to reveal this pattern if you share this experience.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have received Waste Connections (WCI) since 2003. I have paid on time for 20 years. This week my trash was not picked up. I called their office to ask why. I was told new driver and told it would be picked up same day or next day. Still trash not picked up. I called again and told a different story. I asked to speak to route manager or oprations via telephone. on 5/31/23 Miranda from WCI left me a voicemail about a waiver for company to enter my property. I learned it was called backdoor service ( I live in the middle) of two other property owners. I sent them an email telling them I am willing to sign the waiver. I called on my break fromn work on 6/1/23 and was told a different story. I slipped thru the cracks, they had an audit and WCI stopped backdoor service since 2020 (yes 2020). I never received a letter, email or call about only offering curbside. Up until two days again I did not know what backdoor service meant. All I know if that foir 20 years they have been picking up my trash in front of my yard and house with different drivers over the years. I told them I am a senior 61 years old and having to drag trash 1/3 of a mile. I asked for Zac the route managers last name and I asked for his email address. WCI refused to provide it or give me his last name. I am asking Zac to call me back or someone from mgmt. cc: Don ****, WATE.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On March 20th the bill was due to them for the following 3 months, I missed paying it and they stopped picking up! Having had issues with them missing pickups in the past, we were ready to cut ties! You can read a plethora of missed pickup reviews and terrible customer service all over google! I called to discontinue service, they said they would send a prorated bill in the mail and pick up the cans that week. We waited till Friday and they never showed up which was nothing new! I called and asked where I could return my full cans, and they told me there was a yard 50 miles away, so I loaded them up and headed that way! I arrived at the yard, all office staff had left 30 mins prior to their posted closing time. I was met by the Operations Manager in the parking lot, I explained everything to him and He scanned my cans in and told me there would be no Prorated Bill my balance is $0 going forward. Well I indeed received a bill for approx $60, mind you 3 months of service is only $100…they picked up a few days in March and that was it! The math don’t add up! When I called to dispute they offered no remedy and threatened to send my bill to collections if I don’t pay! The most unprofessional business I have ever dealt with in my life! As far as I’m concerned I spent $60 on gas driving round trip to deliver their cans that they said would take 10-14 days now to pick up, to the facility! I have an HOA so I cannot leave cans on the street. I indeed want a $0 balance going forward! Regardless what authorization the Operations Manager has/had, that’s what he told me and it should be honored! That’s how you do business!

  Business response

  05/26/2023

  Hello *** * **** *****

  I would like to apologize for any confusion and issues that came about because of the situation which you are referring to. It is standard practice for us to stop service after some time has passed while we are waiting for payment for services completed prior to the bill being paid. We keep extensive notes on all accounts, especially when there is an issue, and I do see that we missed one pick in March and we sent the driver back to collect but the driver noted that the can was not out. The account was credited for that weeks service and I did verify it was taken off the bill. I spoke with the operations supervisor you mentioned and they advised your conversation was about removing the trash cans and they would take care of alerting customer service that the cans were received. I am deeply sorry for any problems you have faced while working with us and we hope that in the future as we continue to improve we can show you and others in the community that we are a valuable partner that so many folks see us as. I would like to thank you for your input as we are a group of families that is always seeking to do better.

  My hope is that we can, in time, earn your trust back  sometime in the future.

  Customer response

  05/26/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  First off, My mother was also with me as a witness when we dropped off the cans. The supervisor TONY WILLIAMS, you speak of told us exactly that there would be a 0 balance and he was sorry service was bad, then proceeded to tell us how lazy the super truck drivers are! The time you missed a pickup and credited the account, you DID NOT send anyone to pickup anything! The cans were out!!! Your business has been reported all over google that your track record of picking up cans when you’re suppose to is terrible, I find this to be very true! The fact that your customer service writes frivolous notes on the account is irrelevant! You picked up a few times the first month of the billing cycle, I paid you for 3 months! I want my money back for atleast the other 2 months! That will be the ONLY outcome that will be accepted! You can lie and make up all the stories you want but that don’t fly with me! I’m not the one! The customer is always right! The fact that you call ur customers liars and do everything you can to get out the service you are paid to do is mind blowing!
  

  I will be looking for my refund check in the mail! 

  *** ** *-Customer,
  
  ***** ****

• Initial Complaint

  04/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Waste Connections fails to mail me my bill on each billing cycle. I never signed up for electronic billing and I have never received an email of my bill. The result is that Waste Connection will send me a text message telling e my bill is late then will leave my trash sitting at the end of my driveway and tell me I have to wait until the next weeks pick up. The purpose is so that Waste Connections can charge unlawful late fees etc. a horrible business which is deceptive in its business practices. No one should use them.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After many, many missed pick ups, we called to cancel service. Even though we had been billed quarterly, they stopped service in spite of the fact we were paid for at least 1-2 more months. They also did not retrieve their cans - even after 1/2 dozen phone calls, cans sat on the driveway for almost a month. Now they continue to bill us as they have our credit card number on file. Have already filed 2 credit card disputes and now need to file a 3rd as I have received yet another billing notice. This is fraud and incompetence - will be filing complaint with TN consumer affairs/AG and ask for referral for criminal charges to Knox county DA.

  Business response

  08/30/2022

  Business Response /* (1000, 5, 2022/08/03) */ we will refund the money and get this corrected

• Initial Complaint

  07/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Our service with Waste Connection was canceled mid-May and we were told they needed 30 business days to come and retrieve their receptacles. Called them to explain we are receiving notifications from our HOA about having them out and we were told they would be there within the 30 business days. We are far beyond the 30 business days and they have still yet to be removed.

  Business response

  07/22/2022

  Business Response /* (1000, 5, 2022/07/14) */ We will have the cart collected by the end of the week. Consumer Response /* (2000, 7, 2022/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) That is acceptable, IF they follow through

*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. ↩