ComplaintsforWaste Connections of Texas

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have to put a ticket in EVERY WEEK because they absolutely DO NOT do their job. EVER. They are the ones that changed the day of pickup. And ever since they did they come later and later. They are the ones who wanted to change it to Friday, and ever since they did, they have FAILED to do their job. Today, it is MONDAY, and these GARBAGE people have still not shown up to do the ONLY THING I PAY THEM FOR! I WOULD RATHER HAVE ALL OF MY TEETH PULLED OUT THAN DEAL WITH THESE PEOPLE!

  Customer response

  05/02/2024

  They never pick trash up on the designated day. They have to be prodded every single week to pick up the trash or it is not picked up. I am sorry if I was unclear on that.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Harvey Waste and Recycling is combining trash with recycling. Our development has complained about this multiple times, and it has not changed. Although they do say the truck has two compartments, I watched them put the trash on top of the recycling, there was not switching of compartments.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Price of service has increased 70% in less than a year without explanation of increase. As a Senior Citizen, I feel I’m being taken advantage of. March of 2023, service was $149.45. May of 2023, service was increased to $188.53 (+$39). January 2024, service increased to $253.96 (+65). A business should not increase service price without explaining especially for Senior Citizens.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My parents are both recently deceased and I attempted to cancel this service today. The service agents were rude and refused to help me. They would not give me their names at the end of the conversation and told me I cannot cancel without more info. And they continue to charge me. We will pay the bill up through the day we called to cancel (12/19/22) but not after that and will do so once we have access my parents funds.

  Customer response

  12/20/2022

  Better Business Bureau:
  
  This letter is to inform you that Waste Connections of Texas has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/19/2022 and assigned ID *********
  
  Regards,
  
  

• Initial Complaint

  10/22/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We attempted to cancel service with this company as the pricing kept escalating. Our location is in a suburb of ******* Texas. The manager of that location Michael attempted to cancel service and asked that the dumpster be picked up. When someone called him back several weeks later they stated that we had a contract that was on auto renewal about a year ago for 3 years We had no knowledge that a contract existed. This was then escalated to my VP of Operations. He made several attempts to call customer service asking about the contract. It was finally sent by email. After reviewing the contract, he sent that on to me. I am the owner. The contract that was sent had a typed signature that looked like it was supposed to be from one of my employees. The name was misspelled and the name of my company was misspelled. This was definitely a forged signature most likely by one of Waste Connections sales people. Employees do not have the authority to execute contracts only officers. Waste Connections did not do their due diligence to make sure that a company Officer was notified of this and the employee who supposedly signed it said that he never received a contract to sign. I have called several times to customer service. I have executed the request to cancel service by registered mail. Waste Connections has not been able to prove that this contract was legally signed in 2017. They cannot provide the email that a contract was sent. Waste Connections is now asking for $1174.78 to cancel the contract and a removal fee and pre-existing balances even though we requested cancellation in May of 2022. They refuse to remove the dumpster until these are paid and will not cancel the contract even though we have not been using them for the last 5 months. I have called to try to get in touch with their legal department and can't get past their customer service phone system. I have talked with a supervisor to try to work out an equitable solution to no avail.

  Business response

  10/24/2022

  Good afternoon,

   

  We have several steps to confirm that this is the correct person signing the agreement. 1) We only send the link to sign to the email address provided by the customer 2) When signing a box must be selected that states the correct person is signing the agreement 3) We record the IP address of the computer that was used when the agreement was signed. In addition the contract was signed on (whatever date it was signed) and we have provided service on the account for (whatever amount of time) and no issue was brought to our attention about a forged signature until now.

   

  Thank you,

  Customer response

  10/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The reason why you have not heard of any complaints about the signature and contract is because we did not know one existed.

  Why would you send a contract with the wrong persons name and wrong name of company. Also, I have been trying to resolve this matter since June and have spoken to several of your customer service managers and none of them can supply me with the email that this was ever sent to us.

  The email you have onfile still exists and I even did a search myself and could not find it. I think your salesperson forged the signature.

  I have been trying to work out a solution with you guys but no one ever calls me back. 
  
  Regards,
  
  
   

  
  

  Business response

  11/02/2022

  Good afternoon ****,

  The contract was originally sent to **********************.

  Once the contract is signed our system automatically sends a copy to this exact same email for your records. The contract was signed by ******* *****. As i explained, once signed, our system forwards a copy of the contract to **********************
  I have attached a copy of the contract for you to review. As far as the name being misspelled and the company name being incorrect, this is what was provided when the account was set up, and signed. MK did visit our site today and I agreed to remove container since he was tasked with making sure this happened. However, the pending charges remain. 

• Initial Complaint

  10/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They will not cancel service. They are charging over $400 for simple trash pickup. 

  Business response

  10/24/2022

  Good Morning,

   Thank you for your patience. I apologize for any inconvenience.  Our records indicate that we responded to your cancellation request 10/21/22 at 1:29pm. I am not seeing any communication from our team refusing to close your account, but I'm happy to look further into that if you'd provide me with a name. In the meantime, your account has been closed as requested effective immediately. Container removal is scheduled for 10/25/22. Please note that removal can take 7-10 business days, we ask that you please leave the containers curbside so that we can get those removed. You will receive a refund for any unused prepayment that was made. Please note that refunds are processed once the account has been finalized by our billing department and you should receive your refund check via mail in 4-6 weeks. Please let me know if you need any further assistance. 

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last month September 2022, Waste Connections agreed to take our business, charging us for 3 months. The total charge paid for October, November, and December was $72.00. It has been 13 days into October, they have never picked up our trash. They are now saying they never had a permit from **** ***** ****** to pick up our trash. No one has called me about this problem I had to find out through the newspaper. I called 4 times on October 13th 2022. No one in the office will give me answers or let me talk to someone who will. They kept saying they do not have answers at this time.

  Business response

  10/14/2022

  We are looking to expand our business into the **** ***** ****** in Louisianna. We had gone to a meeting for the **** ***** ****** **** and thought that we were going to be allowed to service the residents in the Parish. Unfortunately, there was a misunderstanding, and we did not get the approval we had anticipated. We have credited this customer a full credit and will be removing the trash container from the residence on Monday October 17th, 2022. Our Office Manager has called all of the customers that were signed up for our service to let them know that we would not be able to service them until the approval went through from the Parish. We have given all customers a credit of a free month of service for the inconvenience and apologized for the error. We are still working with the Parish to get their approval for us to service within the Parish. Once again, we apologize for the inconvenience and misunderstanding on our part and are looking forward to building strong relationships within the **** ***** ******.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They constantly do not pick up trash. Things that are on top of Inside of can, not the exterior lid, they throw on ground. One time it was 12"x24" box with a little paper in it. One time it was a bag of leaves. Today it was a rolled up sheet of bamboo, a trash bag and a 12"patio pillow. They throw it on the ground and leave it. I'm constantly told they will be back that day to get it and they never do! I'm sick of paying for service and not getter it and they are littering!

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are working on wk 3 of no trash pickup. Our bill comes out on the 1st of every month, due on the 5th, it's paid by the due date every month. They don't pick up weekly always saying "trucks are running behind. " This thur( Sept 1st) will be 3 weeks. They have picked up everyone's trash on 2114 but ours. Our neighbors service has been suspended due to non payment and we are being punished with no trash pick up because they can't tell who's trash can is who's. Not my problem. They are suppose to provide weekly pickup. I started out paying $23/month, it's now $40 with 2, if we are lucky, pick ups a month. I've called 3 different in times, left messages and emailed since Aug 24th with no response back to resolthis issue. This has been going on for months and im tired of paying for services that are not provided. This is theft of services. My account number is ******************

  Business response

  08/30/2022

  Customer was called by local supervisor.  we advised the customer we will review with the driver and make sure driver goes down that street on a weekly basis.

• Initial Complaint

  10/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In 6 weeks Service provider has failed to collect our Garbage 5 weeks. Calling them, emailing them posting complaints has not proven effective. The one time that I was able to speak with a Live person she told us to put all the trash out and upon doing so the animals tore into the garbage strewing it down the sidewalk I want a refund so we can get another Waste Company to pick up our 5 weeks of Garbage before we are FINED BY THE CITY Refund of $134.00

  Business response

  10/18/2021

  Spoke with the customer and did confirm the account cancellation. Did advise the customer of the bin removals date. Full refund will be issued back to the customer. 

  Business response

  11/16/2021

  Customers refund check has been mailed out via USPS. 

  Customer response

  11/29/2021

  
  
  Better Business Bureau:
  
  

  Thank u so much. I received my refund in the mail yesterday from Waste Connections and have deposited into my account.

   

  Again thank you.

  Patricia Rhame 

  
  
  
  
   
  

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