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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Called on april 3, 2024 to pay my bill of $*****. The next day I got an email receipt for $4*****! I called on the 4th, 5th, 8th and asked to talk to supervisor and representative said one would call me. I never received a call. I called on the 9th, 10th, 11th. All representatives said I was going to get credit and I still havent received my credit. I called on the 12th and told them I was contacting the BBB because they drained my account and left me with no money for bills, food and gas for vehicle for 3rd to now which is 11 days without a credit of $400.00 that I did not authorize for them to take only *****. Please help me resolve this
Business response
04/16/2024
We refunded the customer $377.61 on 4/12. Attached is a copy of the refund receipt.Initial Complaint
04/08/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Lid broke off trash can I have called probably 10 times in last 3 months said they were waiting on parts that were ordered when I called 3 weeks ago parts were in and it would not be long now still no track can replacement That do do good job picking up trash I just need can replacedBusiness response
04/12/2024
We delivered ************* a cart earlier this week. I did attempt to reach him twice and left him a voicemail. I have not heard back from him but his cart was delivered.Customer response
04/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** / *********************Initial Complaint
03/06/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We pay taxes and ********* has contracted Waste Pro to collect our recycles. There has been an ongoing issue of ** having our recycles picked up. I have made to email complaints to the company and they do not respond. It is difficult to get anyone on the phone. Our recycles were supposed to be picked up on Monday and they are still sitting on the curb on our street. This is unacceptable. Again I pay my taxes so I expect this service. The lack of response is irritating.Business response
03/13/2024
We had a new driver missed one side of this street and we got it serviced once I got the complaint from the call center last week. We will have this area on our Hot list for the next few weeks.Initial Complaint
02/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Iam a custmer of this garbage pickup setvice and have been for years and they havent picked up my garbage for the entire month of February 2024 i have reached out to them numerous times and they promise they are sending out their truck to pickup my garbage but they never come and get it i have paid my bill faithfully but they are not giving me the service iam paying for.Customer response
02/28/2024
I have been in telephone contact with waste pro today as well as monday and Tuesday of this week. Monday they told me my account with them was in good standing and that they were sending out a truck to collect my garbage that day ASAP no one ever arrived i callex the next day tuesday they said the same thing someone was being dispatched that very day ASAP to collect my garbage no one arrived i called back today talked to a supervisor she said someone will come today and collect so again im waiting to see if they come ? Thank you sincerely *****************Business response
03/13/2024
I spoke to the customer last week . She didnt have carts, We got her carts and she is now on our backdoor route .Customer response
03/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************Initial Complaint
02/27/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been trying for months to get a new trash bin or even a refund of some sort and I keep getting the same response the bins are on back order but I asked before Christmas and still do not have oneBusiness response
03/13/2024
cart has been exchanged . I left a message for the customer to call me back .Initial Complaint
02/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The ***************** has contracted with Wastepro to service the pictured dumpster twice a week on Mondays and Thursdays. However, Wastepro only picks up the trash once weekly, and refuses to get out of the vehicle to close the sides of the dumpster which is resulting in trash spilling out all over as shown. We have tried remediating the situation with Wastepro local staff and they had the nerve to try to upsell us to a third pick up day when they arent even servicing ** for the two that the city is paying them for today.Townhome community is located at *************************************************************,******************* ******************* Manager, CMCA P.O. Box 2427 ************, ** ***** Ph: ********************* Fax: ************ E-mail: ******************** ******************Business response
03/11/2024
They were serviced on 3/4 and 3/7 of last week and are scheduled again today. We have advised the drivers to be aware of the surroundings to avoid any potential spilling.Customer response
03/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
02/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This company has a garbage truck that leaks out broken glass all throughout our neighborhood when it is picking up garbage. The broken glass is dangerous for both people and animals walking on the street as well as people's car tires. Multiple people have called the company to complain and I in particular called over four times and spoke to three different people, one being a supervisor. I was told by each of these people that a truck would be here that same day to clean up the mess. No truck ever came. I am the president of our association and feel it is my duty to report this to your agency and have something done about it. We have been very patient and they have shown no concern or care for our safety in this matter.Business response
03/13/2024
We sent the shop out twice and was told it wasnt cleaned up properly.I went out last week and cleaned up what I saw and spoke to ****** and her husband while there. We pulled the truck off the route until the tailgate seal could be replaced. It has now been replaced.Customer response
03/16/2024
The response from Waste Pro isn't accurate. After multiple calls, I was told twice that a truck would be out, but no one came, until after I filled the complaint and finally got a call from the district manager. No one spoke to my husband and me. I don't know why they said that. Only I spoke with the district manager on the phone before a truck came out to clean up the glass. Most of it was cleaned up but some was overlooked.Customer response
03/19/2024
Complaint: 21349379
I am rejecting this response because:Date Sent: 3/16/2024 5:52:58 PM
The response from Waste Pro isn't accurate. After multiple calls, I was told twice that a truck would be out, but no one came, until after I filled the complaint and finally got a call from the district manager. No one spoke to my husband and me. I don't know why they said that. Only I spoke with the district manager on the phone before a truck came out to clean up the glass. Most of it was cleaned up but some was overlooked.
Sincerely,
*************************************Initial Complaint
02/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have had several issues with waste pro over the last 4 years!! There is almost always one of the 3 that always miss our house ir the entire street!! It happened again last Tuesday the 13th I reported it in the app that the city has and within 24 hrs it was closed and was stated that the driver came by at 12:36pm and nothing was out It was out the night before ! I replied to the email and got a phone call back ( I missed the call ) on Friday the 16th from ******************* ( last name bit completely sure of. I called her back Monday morning 10:55 am waited til 4:30 pm and called her back got her VM again ! She had more than enough time to contact me and get this resolved I called the city two years ago 70+ times in 3 months for always missing our street or house !! Im fed up !! I want my trash, recycle and yard waste picked up when its supposed to be. *************************Business response
03/01/2024
The person she refers to is a City employee, not Waste Pro.
I am going to have our supervisor for the area check this location weekly to ensure we do not have further service issues, but I cant help with city employee issue.Initial Complaint
02/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Date of the transaction was 2/15/2024. My garbage was not picked up and I reviewed my account to find out what was preventing my service from taking place. I initially review my text messages and saw that my account was past due but nothing indicating account suspension (I previously received a message in 11/23 that said my account was suspended). I went online to find that there was a credit hold on my account. I called my local Waste Pro office in ****** and found that my account was on hold. I advised that I realize my account was past due but explained that there was not any indication that my account was suspended. I explained that the previous verbage let me know that the account was suspended. I asked about getting my garbage picked up as I would make the payment online and I was advised that would not happen. I spoke with a supervisor and was given the same answer and denied a curteousy pickup as I had previously had an issue with the account. I was lied to previously and given a courtesy pickup. I had spoken to a representative in the summer of 2023 and told that if I made the payment the same day, I would have my garbage picked up. I made a payment on the same day in November of 2023 at 9:30am and my garbage was not picked up at a driveby time of 10-10:30am. I inquired about it and they advised that payments made the day of are not honored. A separate incident where my garabage was not picked up was because the garbage was not by the street, my garbage was in the same spot I had it placed for the past 6 months at the time. An additional incident I was lied to about was when my yard waste was not picked up as they suspected that I had household waste in the can - the can was never inspected as my wife was home and was in the front room at the time the garbage truck drove by. This company has lied to me on numerous occasions and is not providing service for money paid. I wish to have upper management reach out and resolve this with me.Business response
03/01/2024
I received an email from **************** in November when his account was placed on credit hold. After reviewing the account, we did a courtesy pick up for him on Saturday for his recovery. I also asked **************** to make payments earlier to avoid this issue going forward. **************** was sent a friendly reminder message on 01/29/2024. He was also sent a message by text or call on 02/02/2024 and 02/09/2024. The messages seemed to have been ignored by **************** as he stated in his comments. The account went on credit hold and the driver did not service on 02/15/2024. ****** issue was a miss and the customer was issued a credit for $3.08 on 10/25/2023. I will left a voicemail to him for and he has not returned the call.Initial Complaint
02/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I contacted Waste Pro back in October *********************************************** July 2022 and not even delivered until approximately September 2023. I paid my bill, which is required to be paid a month in advance, but did not pay for the dumpster that I requested to be removed. The dumpster wasn't removed for more than a month later. Waste Pro refuses to take the amount due off of my bill and has now sent me to collections. I have spoken with numerous people at Waste Pro...*****, *****, left a message for ****** (with no return call), among others. I have been told I was wrong, hung up on, and told the debt was removed. If I wasn't required by Lee County to have these services, I wouldn't. I want Waste Pro to not only remove the debt from my account, but to also pay for the collections charges totaling $392.04. This company is absolutely awful. They don't deliver or pick up on time, and they are rude.Business response
02/19/2024
We removed **************** account from collections and issued the credit. We reached out to her and left a message regarding the new status.Customer response
02/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************
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269 total complaints in the last 3 years.
71 complaints closed in the last 12 months.