Complaints

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:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid upfront for the full year for services in 2024. In return, Waste Connections was supposed to give me a full month free in Jan., 2025 (5 weeks of service in January). They did not pick up my trash. Also, I called to complain about services on Oct 30, 2024, at which time I told them I was NOT going to renew with them because they would NOT pick up one extra item despite my trash can only being 1/2 full most of the year.I want them to honor picking up the trash for those 5 weeks. If they refuse, then they need to pay me $5 per day for storing their trash can and advertisement because the trash can has been sitting in view of street since Jan. 1, 2025.Waste Connections also needs real people on the phone instead of these Robo calls and difficulty getting through to anyone.

  Business Response

  Date: 02/12/2025

  left a voicemail for the customer to advise the 13th month credit was placed on her account for the current quarter. The customer does still have to pay for the remaining balance on the quarter to keep the account active. And of the customer wishes to close the account they will need to give us a call. Awaiting a response from the customer 

  Customer Answer

  Date: 02/18/2025

  [[BBB transcription via duplicate complaint]]

   

  I am writing concerning my case #********.  The  BBB gave the business 14 days to respond, but did not give me enough time to respond. In their response, the business did NOT resolve the issue. Their reply:  left a voicemail for the customer to advise the 13th month credit was placed on her account for the current quarter. The customer does still have to pay for the remaining balance on the quarter to keep the account active. And of the customer wishes to close the account they will need to give us a call.  In that message call, the Business made NO mention to resolve the issue. They only asked if I was going to continue service. I have told Waste Connections TWICE that I will NOT continue service with them, call on Oct 30, 2024 and then in my complaint filed on 02/11/2025 w/ the BBB.  They have NOT resolved the issue. They said in 2024 that because I paid for the entire year of 2024, the 13th month of service would be free.  January, 2025 was the 13th month.  They should have picked up my trash for the 5 Wednesdays that there were in January, 2025, but they did NOT.  They have also NOT issued a refund of $30.62 for service/fuel fees!  INSTEAD, they sent a letter threatening to file with collections against me.  They have NOT completed the job!!! I have told them twice, I was NOT going to continue because they refused in October, 2024 to pick a broken pallet. The entire year the trash can was NOT even full. Please reopen my case and add that I am NOT satisfied with the business. They made no attempt to finish the job by picking up my trash for that 13th month (5 weeks in Jan., 2025) that was supposed to be credited to me nor have they refunded my money of $30.62.  Nor have they made any attempt to pick up their trash can of which, they need to start paying me $5 per day for storage. The trash can is full, so when they pick up the trash can, they better NOT dump the trash all over the driveway as I saw them do to another dissatisfied customer.

  Business Response

  Date: 02/18/2025

  The customers account has been closed and we will remove the trash toter on 02/25/2025. 

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22929486
  
  I am rejecting this response because:
  I am NOT satisfied with the business. They are loosing a good customer. They have made NO attempt to finish the job by offering to pick up my trash for that FREE 13th month that I was supposed to get.  That was the agreement when I paid for the full year of 2024.  They are NOT honoring the agreement.  They are holding that FREE month hostage by requesting more money. They have NOT refunded my money of $30.62.  Nor have they made any attempt to pick up their trash can of which, they need to start paying me $5 per day for storage. I have two of their trash cans because they did NOT pick up a broken can for OVER a year. When they do pick up the two trash cans, they better NOT dump the trash all over the driveway as I saw them do to another dissatisfied customer. If they do, I will report them to the sheriff.

  They company needs to honor the agreement with me and pick up the trash for one full free month without me having to pay more or they need to refund me the $30.62.  I was a good customer for them. They also need to remember SOCIAL MEDIA is a powerful tool and people like to know if a company is good or bad. One of their competitors is offering me service for a much lower rate. 

  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 02/27/2025

  [[BBB transcription via email, see attachments]]

   

  
  Waste Connections was supposed to pick up the container(s) on Feb. 25, 2025.  They do NOT pick the containers up. It is now Feb 26, 2025 and the containers are still there. The business said in their reply to the BBB that they would pick them up and the business also left a Robo voice mail on my phone on Feb 24, 2025 stating they would pick up the containers on Feb. 25, 2025.  As shown, the containers are still at the curbside where they asked me to leave them.  The containers are also still full, because the business refused to pick up the garbage for that month that they said would be free, but they lied and did NOT honor the agreement to give me that month free -  as they said they would do last year when I paid in full.

  Business Response

  Date: 02/27/2025

  Spoke with customer, and containers were removed yesterday, 02/26/2025.

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22929486
  
  I am rejecting this response because: The business lied. They did NOT speak with me on 2/26/2025. A person from the office called today, 2/27/2025 and ASKED if the containers were picked up.  I tried to get her to understand   that I did NOT get that 13th month free or I want my $30.62 refunded.  She would do neither. She just kept arguing, so I had no choice but to hang up the phone.  I will give Waste Connections a bad review on every website I come across and recommend people use another company.

  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:11/14/2024

  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.

  Paid for trash collection service (for 3 months) $60/ 3 months on the 10/26 (Saturday)Money was settled by Monday (10/28). Company refused to provide us service and hung up on us when we asked for a full refund. Cancelled our account immediately with no refund.

  Business Response

  Date: 11/15/2024

  Attempted to contact the customer to go over the account information but the voicemail box was full. We will issue a refund for the unused services. 

  Customer Answer

  Date: 11/22/2024

  [[BBB transcription via email]]

   

  The desired outcome was not reached considering the timing and blatant disregard and disrespect by this company.  
  
   
  
  The original amount owed for $60 for services not rendered and for them cancelling our services the same day. 
  
   
  
  We want a full refund at least. 

  Business Response

  Date: 11/22/2024

  We spoke with ****** to advise that services were attempted for three weeks in October that would still be a charged service, the remaining balance of usused services were refunded back to the customer. 

  Customer Answer

  Date: 11/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The business was extremely disrespectful and condescending when we tried to resolve this issue on multiple occasions. Denying us service is one thing but claiming you “rendered service” when all documentation points to the opposite and refusing to issue full refund is just vile. 
  I believe this was some sort of retaliation for outsmarting their archaic and frustrating process with regards to modifying services. I paid the $60 for trash instead of $90 (w/ recycling) without playing phone tag with them. 
  They cost us an additional $50 to acquire last minute services after they denied us service. We will see what the judge will have to say about that. 

  
  They could issue us our full refund of $60 + $50 we spent due to them refusing us service and we can close this case or we can take it to small claims court. 
  
  Sincerely,
  
  
  
  ****** *********

  Customer Answer

  Date: 11/25/2024

  [[BBB transcription via email]]

   

  They called me just to reiterate the same thing which is: they charged us for services not provided. 
  
  And after we did pay, they denied us service, costing us an additional $50 to acquire last minute trash collection service from a smaller business. 
  
  We will be taking the matter to small claims court. 
  

  
  

• Initial Complaint

  Date:09/09/2024

  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.

  We have attempted to cancel service with this company several times over the past year. They refuse to allow us to cancel service as the person who opened the account is out of the picture.The Primary Account holder does not live in Colorado and is not even in this country. She has not lived at this address for more than a decade. The autopay was set up many years ago and has been paying the trash service out of our account, not hers. As the owner of the bank account, I need to be able to cancel this service. This company is now stealing money from me because I do not want to pay for their services and they refuse to cancel them.Wasteland Connections said that their policy is to only allow the Primary Account holder to cancel the account. This does not allow for situations where that person is no longer available.If they continue to withdraw money from my account, I will have to file charges for fraud. I have made it extremely clear that I do not want pay for this service anymore.Cancel my service at once!

  Business Response

  Date: 09/11/2024

  I spoke with *** regarding the account located at the address provided. Resident stated that account ******, ****, is unable to be reached, stating both that she is located halfway across the world, then he is the executor to the estate. Once he was asked to provide documentation to close the account, *** disconnected the call. We do ask to speak with the account holder to close accounts, and ultimately, if account holder has passed, we do ask for documentation providing who to speak with regarding their affairs. 

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22262009
  
  I am rejecting this response because:

  **** has not lived at this address for more than 10 years. She can not be reached for comment or any other information. 
  

  I informed the company of this information and the agent preposterously requested a death certificate. **** isnt dead. She just doesnt live here anymore.

  So far, the company has said that they cannot close the account at this address for **** unless she can contact them directly. This will not happen. The only other option would be to provide a death certificate. This is absurd.

  This company is willfully committing fraud by keeping this account open against our will. 

  
  Sincerely,
  
  *** ******

  Business Response

  Date: 09/18/2024

  As a standard business practice, we do not accept cancellations on behalf of other parties, as we do need to speak with the owner of the account for approval to close the account. 

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22262009
  
  I am rejecting this response because:
  

  The account has not been closed and the service provider has not agreed to stop charging for services despite their services are no longer being delivered to anyone at this address.

  The payment method that is linked to this account does not belong to the original account owner, but it does belong to the current residents. The company has not allowed us to remove our payment information from this account unless it is closed. 

  The person who originally opened this account more than a decade ago is not available for contact. 

  This company is exploiting this to their advantage. They are not allowing us to remove our payment information from the account, nor are they allowing us to close the account. 

  It is not a standard practice to hold a second parties payment information against their will. It is also not a standard practice to refuse to close an account at an address where services are no longer wanted or used.

  It is not legal to charge us for this service after it has been stopped and when the will of all parties involved want the account closed.

  Sincerely,
  
  *** ******

• Initial Complaint

  Date:06/19/2024

  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.

  people leave there trash out by our dumpsters because they are lazy too lift up the lid so I am asking please can you keep all the dumpster lids open please so we do not get bugs thanks

  Business Response

  Date: 06/20/2024

  Attempted to call resident regarding complaint, resident needs to contact their property management company as they are in an apartment complex, and not responsible for the account with us. 

• Initial Complaint

  Date:01/16/2024

  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.

  discrimination against domestic violence victims, excessive hold times, and refusal to refund money in a timely and appropriate manner. I was told my fees would be refunded because we had over 6 unused pickups from the fourth quarter and completely unused services for the first quarter which I was charged for. I called weeks in advance to inform the company and now they say it will be 6-8 weeks until I am refunded. If this is a "local" company the idea checks have to be mailed at all let alone from ***** is absurd. This is theft plain and simple. Bait and switch tactics were used to take advantage of a socioeconomically disadvantaged person. I just want my money back for services not used or delivered.

  Business Response

  Date: 01/16/2024

  Attempted to contact customer to come to a resolution, and customer stated that will be contacting legal counsel to receive refund if not issued. Customer disconnected call on us. Refund will be issued for unused portion of services. 

• Initial Complaint

  Date:07/06/2023

  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.

  Our business parking lot was recently blocked due to ongoing road construction and Waste Connections could not access our parking lot for two weeks. Once the parking lot was open, we called to schedule pick up service.Looking at our latest bill, Waste Connections has charged us for an EXTRA pick up, when it wasn't. They are also refusing to credit us for one week when they did not pick up our trash. I am requesting that the extra pick up fee be removed from our account and we get credit for one pick up.

  Business Response

  Date: 07/06/2023

  Left a voicemail for the customer to advise we will issue a one time credit for the extra pick up due to the construction in the area. This issue is resolved. 

• Initial Complaint

  Date:06/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the company to give them my new credit card number, and after giving it to them THREE TIMES they are still sending me nasty emails about my old credit card number. When I tried to give them my card number for autopay, while every other company does that they insist that I have to do it myself so they send me to a website that is defective. If I call the company they take forever to answer the phone, and subject me to a Gestapo level inquisition each time about my registration information which makes dealing with them close to impossible. And for all that verification, their employees have been shown to be either stupid or not caring about getting information correctly. They are BY FAR the worst company I have to deal with; they seem to enjoy making life difficult particularly for seniors. Moreover, when they "forget" to pick up my trash, even after I call them they do not come back to pick it up, or give me a rebate for their lack of responsibility.

  Business Response

  Date: 06/02/2023

  Called and spoke with the customer to go over the concerns and they disconnected the call. Issue is resolved.

• Initial Complaint

  Date:03/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received notification from Waste Connections via a letter on 1/24/23 that they were going to charge an erroneous $30 "reactivation fee" for which I had been given no prior notice. I contacted the company immediately on this date (1/24/23) and asked them to waive the fee in light of multiple missed trach pick-*** for which I had paid for in the past, as well as due to this being the first time I was made aware of the fee. (In regards to the missed pick-***, I contacted their customer service on more than 1 occasion, for which I received no acknowledgement or resolution. They claim to have not received these messages because the messages were not in my 'account', however I was not logged into any account; I was using their general 'Contact Us' feature on their website homepage.)On 1/24 I chose to terminate my service as I was unwilling to pay this "reactivation fee" that I had just been made aware of and they were unwilling to waive the fee. I paid my bill in full on 1/24/23 for ***************** they had performed at my residence, and closed the account.I have since received multiple harassing phone calls claiming I owe the $30 "reactivation fee". I have contacted them to re-iterate that I paid my bill in full for the service and terminated the service on the exact date I was made aware that they wanted to charge this "reactivation fee". I contacted them immediately on the date I was made aware of the fee in the letter I received on 1/24/23. It is clear that they are unwilling to acknowledge their errors, such as the missed pick-*** (that I paid for but did not receive service), the erroneous "reactivation fee" that I attempted to address immediately, and harassing phone calls. I simply wish for them to remove this $30 "reactivation fee" and stop harassing me.

  Business Response

  Date: 03/15/2023

  Emailed the customer advising that we will waive the reactivation fee and zero out the account balance. The concern has been resolved. 

• Initial Complaint

  Date:01/09/2023

  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.

  Our trash has not been picked up in three weeks despite ** having paid for their service. We paid for weekly service. The company is not answering or returning calls to arrange for either a refund, cancelation of service, or other solution.

  Business Response

  Date: 01/09/2023

  Customer was emailed on January 5, 2023 advising of the delay in service. Customer was serviced on 01/06/2023.

• Initial Complaint

  Date:01/04/2023

  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.

  Waste Connections of Colorado Springs has failed to pickup trash from my residence for the past three weeks. The last time trash was removed by waste Connections from my residence was 12/15/22. They have said it is due to weather but every other trash company has managed to remove trash from my neighborhood without issue.I have already been charged for the entire month of December and will be having another trash company remove the garage that waste connections has refused to. When I asked if I could get a credit for the amount I already spent in December, I was told no. And that they will be removing two weeks worth of trash at next pickup.The problem is I have three weeks worth of trash, and so do my neighbors. I will be having another company pick up the trash 1/5/23 and waste connections isn't expected to show up again until 1/7/23. Therefore, the only resolution reasonable is a prorated amount of money back for 12/16/22 through 12/31/22.I would also like to mention that they are constantly raising their rates on every billing cycle without warning which is completely illegal. They also are charging a "Fuel & material surcharge" that no other garbage company charges on the city.This business is unethical and I would like my money back.

  Business Response

  Date: 01/05/2023

  Customer came into the office and was advised that service pricing is based off the volume of trash that we do service. Customer did close the account. Issue is resolved. 

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18680663
  
  I am rejecting this response because: Infinite Disposable picked up all of the garage today, 1/5/23, that Waste Connections is supposed to pick up 1/7/23. Therefore, I would like a refund for the prorated amount that I paid for December since waste Connections will not be picking up three weeks worth of garbage.
  
  Sincerely,
  
  Que'aira *******

  Business Response

  Date: 01/06/2023

  Customer came in and spoke with us on 01/03/2023 at 939 AM, and was advised that the account would be closed effective 12/31/2022, with no refund being issued and balance owed. The account is at a zero balance. Service was scheduled to take 2 weeks worth at next service at no extra cost, and customer denied the option, opting to close out the account in person 01/03/2023.

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18680663
  
  I am rejecting this response because: I did not reject them picking up two weeks worth of trash, I simply explained that they would not need to because Infinite Disposable would be coming out 1/5/23 to get all of the trash that has accumulated in the time Waste Connections has failed to pick up trash form everywhere in the city. Infinite Disposable came Thursday, 1/5/23 to collect the garage. Waste Connections called and informed me that they would not be coming out until 1/7/23, so their promise to pick up two weeks worth of trash could not be fulfilled. I did indeed cancel my service for 2023 because of the inconsistent pickups happening all over Colorado Springs from Waste Connections. But that still leaves me paying for the rest of December when my trashed was last picked up on December on 12/15/22. Therefore, I would like a prorated amount of money credited to me, since Waste Connections did not pick up two weeks worth of trash. Infinite Disposable did the work for them.

  Also, if we are concerned about my statements being true, please take a look at Waste Connections ****** reviews. They fully support my claim.

  
  Sincerely,
  
  Que'aira *******