Complaints

This profile includes complaints for Waste Pro USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Waste Pro USA, Inc.

  2101 W State Road 434 STE 305 Longwood, FL 32779-5053

  
• 

  Waste Pro USA, Inc.

  3705 Saint Johns Pkwy Sanford, FL 32771-6369

  
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  Waste Pro USA, Inc.

  925 S Clyde Morris Blvd Daytona Beach, FL 32114-5724

  
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  Waste Pro USA, Inc.

  1400 S Orange Blossom Trl Orlando, FL 32805-4558

  
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  Waste Pro USA, Inc.

  20344 US Highway 27 Clermont, FL 34715-8794

  

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:11/16/2022

  Type:Customer Service 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.

  On Tuesday November 1st Waste Pro didn't pick up our regular trash. The following Tuesday they came, one guy pulled the container to the truck another guy came over & then the first guy put it back without emptying it. My husband called Waste Pro and was told that they would be there the next day. Wed. our trash wasn't picked up. I called Thursday & was told it would be picked up. Yesterday Nov. 15, 3 weeks since trash was picked up still no pickup, they put a sticker on the can stating that it was over the 50 pound limit. 3 weeks of trash not being picked up quite possibly it could of been. If the trash was removed by them weekly it wouldn't of been overweight. I called again and was told that I would have to wait another week, that is 4 weeks without garbage pickup, and I would also have to make the can lighter. This should never of been a problem if they picked up the garbage weekly, that's what we pay for.
  

  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/11/23) */
  We sent a supervisor to check. The customer had a 96 Gallon cart that was half filled with Cat litter - over the weight limit. That is why it was left behind. We sent a truck and took care of it.
  
  Other than that, we did not see any other garbage out for collection
  
  
  Consumer Response /* (2000, 7, 2022/11/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company finally sent someone to pick up the trash, the garbage can that wasn't emptied for over 3 weeks was taken care of. The can would never of been so heavy if they didn't skip garbage pick up for so long.

• Initial Complaint

  Date:11/12/2022

  Type:Customer Service 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.

  About three years ago I bought the lot next door to me. It is a trailer and a cover over it I wanted to clean up the area and take down the trailer and cover. I called Waste Pro talked to a man about getting a dumpster delivered to me. he asked what it was for I told him what i wanted to do. he said it would be a 70.00 dollar drop off fee and when it was full a 403.00 dump fee. After a couple of swap outs i found i had kidney cancer. I called him and told him I was going to have surgery and was not going to be able to do anything with the cleanup for at least 6 months. I asked him to come get the dumpster, he told me no problem that if he needed it he would call me and come get it. i asked him about the cost he told me if it was empty I would not be charged because the person they were going to deliver it to would pay the delivery fee. A good while passed I was not able to do anything with it due to the virus going around. I called several times inquiring about it being picked up because I was not able to get any help to remove the roof of the cover over the trailer. i was told if it was needed I would be contacted and it would be picked up. earlier this year around March i came home and the dumpster was gone. I called them and asked if they had picked it up no one knew, I asked if they would find out and let me know. I called back to a person whom I had gotten a letter from saying she was our new area manager I explained to her the situation she said I will find out if we picked it up. Had to call her back to find out that it had been picked by them. I thought that was that, but the next month I got a bill for 403.00 dollars. I called the office told them I was not suppose to have to pay for a empty dumpster they said they would check on it and let me know. This has been going on till now I have been calling them trying to get someone who can give me a honest answer. My account****************************.
  

  

  Business Response

  Date: 12/19/2022

  Consumer Response /* (2000, 5, 2022/11/28) */
  Re: BBB Complaint Case#*******************************************
  External
  Inbox
  
  **************************************
  Wed, Nov 23, 10:58 PM (5 days ago)
  to me, Better
  
  Hi MRS. ********, I got a call today from the office manager of Waste Pro in Baton Rouge La. and we were able to reach a payment that we both agreed upon. She said that she was unaware of my attempts to speak with someone about my issue. Thanks to you and your company it got the right person involved to settle my complaint. Thank you very much ******************.

• Initial Complaint

  Date:11/08/2022

  Type:Customer Service 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 November 8, 2022, around 8 AM I tried stopping service to my previous address at **********************************. Recently I moved from Florida to Virginia for a new job. As such I decided to stop the trash service for the old place. However, they said they could not stop service without proof that I have moved out (E.G. Lease agreement with the date of the end o the lease). However I know this isn't true as **** ******, and Pinellas County utilities did not require this, only an address to send the final bill. Furthermore, I have past troubles with getting Waste Pro to cooperate and do their job. When I first signed up for service 2 years ago they withheld the trash and recycling bins needed to use their service and still charged me for a month's worth of service. It got to the point where I had to threaten to withhold payment in order to remedy the problem.
  
  The only outcome I desire from this dispute is the ability to stop the service with Waste Pro as I no longer need the service as I don't live in Florida anymore.
  

  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 5, 2022/11/14) */
  ****************** returned my call. I explained to him the City of Seminole City Ordinance and why the tenants are asked to provide a copy of their Lease Agreement so we don't continue to bill them for services they are not receiving due to no longer living at the address. He understood and advised me that he broke his lease and that is why he doesn't have any documentation to provide to us on his move date. However we cancelled his service as ofas of 10/31/2022 and he is receiving a refund since he paid through 12/31/2022.

• Initial Complaint

  Date:11/07/2022

  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.

  Waste Pro Management is not fulfilling their obligations to the residence that they serve. All year (2022) I have had to call the Fort Myers office due to trash not being picked up if I put another trash bin out. They will only pick up the one they can get with the machine. This is such a poor excuse for a company. The officer personnel are very nice and put in work orders to send out another truck however, it never comes and the following week I have to stuff the bin into the big one they can get with the machine. I can not get a call back from a supervisor.
  

  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 8, 2022/11/23) */
  We show that the customer called the city on 11/9 and this was collected the next day.

• Initial Complaint

  Date:11/04/2022

  Type:Customer Service 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 signed a 3 month contract with Waste Pro on 10/6/2022. I was told it will be billed every 3 months and they will provide the can within a week and pick ups will be on Tuesdays. I get the can in time the 10th and by the time the first Tuesday the 11th they were suppose to be picked up it was missed. At first no problem, I am a new customer maybe the route wasn't added on. I called they set up a recovery and resolved on the 12th. Mind you on my dashboard under service schedule it says that my container was not out. Interesting. They continue to pick up on the 18th no problems. The next week the 25th missed pick up, I call and they said recovery is issued and will be resolved on the the 26th which they did for me already previously, 26th comes and goes I call on the 27th and they said it will come out that day and shouldn't be an issue, 27th comes and goes and no pick up. I wait till the next week on regular pick up on the 1st and no pick up again, I call and told them it was missed for 2 weeks straight maggot infested and just flat out gross, I had my old waste management can and started using it for the overflow. They said they will make a note and get it recovered. I wake up to no pick up on the 2nd of November I call around 10am and I get a chance to talk to the supervisor Tori and she explains that a credit is issued and a route supervisor will run the route to see what's the issue. They tell me again that my container was not out on the phone and on the website. I had my can the same spot as when they dropped off the can, when they first picked up the can and when they did the one on time pick up! I wait all day on any updates, turns out still no pick up after getting it escalated. She leaves a voicemail while I was at work saying that they will get it picked up on the 3rd which is today. Still. No. Pick up. I call and no answers, no update just waiting for service, I call for the supervisor and went to voicemail. Expectations not met and trust is broken.
  

  

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 8, 2022/11/28) */
  I was notified that there was a customer who hadn't received their can yet. When I delivered the can there was a full WM can at the road as well.
  Then a few days later I was notified of a MPau at the same address. I made another site survey and there was a WM and a Waste Pro Can at the road for service. I had a truck go within 2 hours and serviced both cans that were at the road. I checked this through 3rd eye for verification.

• Initial Complaint

  Date:11/02/2022

  Type:Customer Service 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.

  Being residents of Palm Coast Florida, we get grass, L'(r)ms, Braches Etc. picked up on WednesdaysGoing on 5 weeks I have a pile of palm tree leaf's out by the curb without being picked up and have made dozens of phone calls to the city and this waste contractor without getting this resolved.What the waste contractor is telling me is that the pile is gigger than 2 cubic yards which is mor like 1 or less.What happens is that the first Wednesday that the pile was there we added 3 bags of leaf's when the truck went by it picked up the bags and left the pile then the next week, they did not take the pile, the week after that we added 3 more bags to the pile they came and didn't take the anything next week after me continuing to call the city and waste pro they send someone out here and see the pile and the bags he determines that its more than 2 cubic yards (if stacked correctly it would be about 2 cubic yards) and leaves a paper saying that it's too big and that it will cost $100 the next day is Wednesday and before the truck comes the city I believe picked up the bags and left the pile for the truck couple hrs.' later the truck came and was going to take the pile but saw the paper read it and left. This sounds like a circus, right, yes it does.I had inf with this circus I want this out of my grass that's being killed and the front yard mediately
  

  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/11/11) */
  AWe went to the residence home which does not have out any yard waste.
  The City of Palm Coast did their own hurricane clean up not Waste Pro. The customer pile
  Was over the limited (2 cub yards) as well.
  
  
  Consumer Response /* (3000, 7, 2022/11/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I told you and the city many times this was not hurricane waste, i have 6 palm trees along my driveway and they were timed and placed on a pile measuring 36"x 72"x 24" high that is 1 cubic yard = 47 cubic inches the pile equal to 62.208 cubic inches divided by 47 = 1.32 cubic yards, you can tell by the photo that i attached, it's not my fault if no one in your company caries a ruler and cannot estimate amount by looking at it.
  you need to give them tape measures so that they can figure it out if they can.
  
  
  Business Response /* (4000, 11, 2022/11/29) */
  We went there and there was not any more yard waste out.
  I'm not sure what else we can do if there is not any yard waste out? If there is anything else that we are missing, please let us know.

• Initial Complaint

  Date:10/31/2022

  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.

  Through July 2022 - current date Waste Pro was been trying to collect a debt on a residence I do not live at. I have tried calling them from several month about this issue but as of Sept. 2022 they no longer return my calls. It has now been 5 months and they are threatening to send me to collections for a debt that is not mine.
  

  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 5, 2022/11/11) */
  Mr. ****** was and contacted and let him know that the account had been taken care of the day before. I apologized for what happened, told him the account was zero balance. He asked that I sent proof, I did.

• Initial Complaint

  Date:10/22/2022

  Type:Billing 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.

  On 06/28/2022 and after trying the WPF Blue Cart service for one month, I went to the City of Pembroke Pines' Utilities Department to stop the WPF Blue Cart service. The City of Pembroke Pines told me that I needed to call Waste Pro directly to stop the WPF Blue Cart service. On 06/28/2022, I called Waste Pro at 954-967-4200 (my first attempt to stop the WPF Blue Cart service). A representative said I will receive a credit for the service for the next billing cycle. In my Bill Date of 07/19/2022, the WPF Blue Cart fee remains on my billing. Approximately at the end of July 2022, I called Waste Pro for the second time to tell them that I am still being charged for the WPF Blue Cart service. When my 08/18/2022 and 09/20/2022's billing dates still showed the WPF Blue Cart service, I called Waste Pro for the third time (on 09/28/2022) and spoke with a representative to complain about the charges for the WPF Blue Cart service continue to appear on my bills. At this call, a representative said she will send request for $6.00 credit to her supervisor. Today, 10/22/2022, I received my Utilities Bill (from the City of Pembroke Pines), Bill Date was 10/19/2022 and Waste Pro continues to charge me for the WPF Blue Cart service. Since I called Waste Pro to cancel the WPF Blue Cart service, I continue to be charged for this service. Here are the billing dates showing that Waste Pro continues to charge me for the cancelled service: 07/19/2022, 08/18/2022, 09/20/2022, 10/19/2022. I would like Waste Pro to stop billing me for the service I had called to cancel and issue me a credit for $8.00. I hope after filing this complaint with BBB, I will not see the charges for this cancelled service and that Waste Pro issues a credit of $8.00 to my Utilities account.
  

  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/24) */
  Waste Pro has sent email to the City to stop billing resident and issue a credit for $8.00.
  
  
  Consumer Response /* (2000, 7, 2022/10/27) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I appreciate Waste Pro's prompt response to the complaint. In my next month's billing cycle, I look forward to seeing the stopped billing and an issue of the promised credit for $8.00. Thank you BBB for allowing me to update/reopen in case the issue remains unresolved.

• Initial Complaint

  Date:10/20/2022

  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 am a residential customer of Wastepro in the neighborhood of Heathrow. On 10/6/22, I came home from work to find my $400 bear resistant garbage can cracked, and the top rim bent to the point the locking mechanism is nowhere near connecting. I am certain this was done during garbage pickup. In talking with my HOA representatives and neighbors, it's my understanding there have been several complaints regarding the handling of residents' trash cans by Wastepro. I have seen firsthand the cans simply thrown to the ground, The lids on these cans are heavy and when handled in such a manner they are bound break. On more than one occasion, after trash collection, I've swept up broken glass in my cul de sac, where kids frequently play. In response to my complaint, a manager looked at my can and determined the damage was normal wear and tear. They refuse to repair or replace. I asked them to pull video from their truck, but I haven't heard back. Attached pictures show the damage is not normal wear and tear.
  

  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/21) */
  The resident reported the issue after the timeline we could request a video, so we do not have a video. Steve met with the cutomer on site at his house last Friday and took a picture of the bear cart. The reident spoke to Steve on the phone while Steve was out front an explained that this is a body tear and thus Waste Pro would not be responsible for replacing the bear cart. This is a warranty issue and he would need to contact Seminole County as they purchased the bear carts. However, the lock mechanism is under warranty for 90 days and the body warranty is only valid for 1 year, per the manufacturer, TOTER. Steve stated that he estimated the bear cart was 3-4 years old.
  
  
  Consumer Response /* (3000, 7, 2022/10/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I requested video ONE DAY after the incident. See attached email! How long are videos kept?? Toter's limited warranty does not cover negligence, which is what we are dealing with. I completely reject this response. Again, how long are videos kept??
  
  
  Business Response /* (4000, 9, 2022/10/26) */
  Unfortunately, the bear cart has normal wear and tear. Waste Pro does not replace the bear carts. They need to contact the Seminole County for a new one.

• Initial Complaint

  Date:10/19/2022

  Type:Billing 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.

  On January 24, 2022, Waste Pro was paid $138.31 to cover our account for the entire year of 2022. This payment was paid via phone call to the Athens Georgia location. I received a bill from Waste Pro, dated September 1, 2022, for the amount of $10.86 for the fourth quarter billing cycle. I have made numerous attempts to contact the company. Experiencing long hold times (up to 20 minutes) with the calls never being answered. I have left more than one voicemail, requesting a return call, which have been ignored. Due to the fact that my local city government promotes and encourages residence to use Waste Pro, I plan to contact the city offices to inform them of the issues that I am experiencing.
  

  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/11/02) */
  DM spoke with Mrs. ******* on 10/21 and assisted her with her account. Mrs. ******* said this is the first complaint she has had with Waste Pro over the past several years and will remove the bad review with BBB.
  
  
  Consumer Response /* (2000, 7, 2022/11/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was contacted by an employee, Angela, shortly after filing the complaint. She did explain where and how the issue with the account occurred and she assured me the issue would be corrected. I was also contacted by one of the managers, Mike, who also addressed my concern. An immediate and professional response from both individuals.