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

  13331 Southern Precast Dr Alachua, FL 32615-8548

  
• 

  Waste Pro

  170 County Landfill Rd Palatka, FL 32177-6927

  
• 

  Waste Pro

  401 NW Waldo St Lake City, FL 32055-4322

  
• 

  Waste Pro USA, Inc.

  3512 Oakcliff Rd Doraville, GA 30340-3003

  

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:11/29/2024

  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.

  I have some fence panels which need to be disposed of. On Monday Nov 25th I went to the ********** website and found this document.******************************************************************************************************************** Per this document under ?G arb ag e c on s is t s of : ?Fencing: metal/wood Shorter than 4 - stacked I cut down the 4 fence panels to smaller than 4'x4' and put it with my trash on Tuesday, Nov 26th in a stacked pile. The trash people came and went and the fence was not taken. I called Waste Pro at **************. I explained the situation and the person at Waste Pro didn't know why they wouldn't pick up my fence panels. They were going to contact a supervisor and seeing that the trash truck just left said they should be back today to pick up the panels. They were not picked up on Tuesday. I called Wednesday, Nov 27th and was again told they should have picked up the fence panels. This person was going to enter a ticket and contact a supervisor. Between 11 am and 12 pm a trash truck showed up and sat in front of my house for about 15 mins. One person was on the phone for a while I assume talking about the fence. Towards the end of their visit, they got out, picked up one of the cut-down pieces of the panel, put it in the truck, and left. I called Waste Pro again and was told that my ticket was still open, meaning they were not done picking up the fence panels. I asked why they wouldn't just toss it in the truck while they were here. The *** did not know but assured me that because the ticket was still open they would be back today Wednesday, Nov. 27th. They did not show back up. They are now closed until Monday and the fence panels are lying on my lawn why may or may not survive based on Waste Pro not doing what they said they would do.

  

  Business Response

  Date: 12/04/2024

  We sent a claw truck there to service him.  We apologize for the inconvenience. 

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 22617354
  
  I am rejecting this response because: I don't trust that my trash will be picked up next Tuesday even if I abide by the Waste Pro guidelines posted on the Debary city website

  The crane truck did come for the small pile of fence pieces though the fence pieces had already been picked up by the normal trash truck.

  Per the guidelines on the city of Debary website the size and amount of fence I put by the road should be able to be picked up by the normal trash truck.

  I will be putting out a similar amount of fence next Tuesday. Will this be picked up by the normal trash truck? 
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 12/11/2024

  Again this week they didn't pick up the fence panels broken down to size.

   

  What am I doing wrong?

  

  Business Response

  Date: 12/17/2024

  This Service was completed on December 4.  This was a courtesy pickup by Waste Pro.   This should have been picked up by FEMA as storm debris.  

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22617354
  
  I am rejecting this response because:

  Per the Waste Pro Document on the city of Debary website.

  G arb ag e c on s is t s of : ?Fencing: metal/wood Shorter than 4 - stacked 

  ***********************************************************************************

  This is exactly what I had out front within 5 ft of the road. Neatly stacked fence pieces smaller than 4'x4'.

  If this is following your rules why isn't it picked up weekly?

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

  

  Business Response

  Date: 12/30/2024

  This service has been completed.  

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22617354
  
  I am rejecting this response because: No it was not completed properly based on the guidelines outlined on the ********** website.

  It appears that the garbage men won't pick up small piles of fence which are neatly stacked on the ground even though this is noted as allowed in your guidelines on **********

  They will take fence when it is in a trash can so to not further damage my hard I put the exact same fence pieces in 2 trash cans which were picked up by your garage men the next week.

   

  This was not taken care of as described in your guidelines as documented in **********. It was only taken care of because I ended up having empty yard waste cans I could use one week.

  You need to check your documentation which is posted in ********** you also need to talk to your associates. 3 of them on the phone told me that the piles on the ground should not be a problem and didn't know why your garbage men wouldn't pick them up.

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

• Initial Complaint

  Date:11/28/2024

  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.

  On 1 August 2024, a Waste Pro employee was driving on ***************. Unbeknown to him the top of his garbage truck connected to an electric wire; he continued to drive without realizing that the electric wire was being forcefully uprooted. The disconnect of the power line caused an immediate power outage. The loss of electricity last 4 days.I suffered a loss of all my refrigerated and frozen food items. My fence was severely damage because the electric wire pulled it downward. I would like to be refunded for my loss of food items ($200) and cost of repair for my fence($992.95)

  

  Business Response

  Date: 12/11/2024

  Waste Pro has investigated this incident and confirmed  that we were not at fault for this damage.  While our truck did hit the wire, it was below legal height,which moves liability to LCEC since they own the pole.  Please reach out to them for any repairs and damage.  Thank you.

• Initial Complaint

  Date:11/27/2024

  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.

  Since Hurricane ******, Waste Pro has picked up our trash once. The hurricane happened 2 months ago and trash pickup resumed 2-3 weeks afterwards, estimating. We live up the mountain on ********************* and the roads are completely fine on which to travel. We see the trucks picking up trash in the valley below and yet they fail to pick up our and our many neighbors' trash. We have had to take our trash to the transfer station many times because they don't pick it up. I'm happy to contact **** *****, the ************* and **** regarding this issue. We are paying for a service which they are not providing. Regardless if their contract with the county is ending in December, they are still required to abide by this contract.

  

  Business Response

  Date: 12/16/2024

  Sharing account with parents at ************
  Account credited today and someone is going to pick up trash out tomorrow. Reason for delay, customer does not have an account with us.

• Initial Complaint

  Date:11/26/2024

  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.

  Waste Pro was unable to pick up garbage for my community for over a month. I am requesting a billing credit. I have called 3 times and cannot get a return call.

  

  Business Response

  Date: 12/04/2024

  I spoke with *****,  we have been running the entire community of ****************** since the hurricanes.  There are notes from where he has called the office and they did put him in for a credit on 11/26.  I informed ***** that he will see this credit on his next billing cycle.  

  Customer Answer

  Date: 12/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the credit is satisfactory to me. The customer service, however, is terrible and the individual who called me regarding the complaint, ***, is a dishonest person and a horrible representation of this company. My garbage sat on the curb for weeks! It should not have taken repeated calls and empty promises that I would get a call back regarding this issue multiple times. I am a very unhappy customer - it leaves me with a terrible feeling that this company would take advantage of people during a natural disaster for services they were not able to provide. I hope others in the community who did not receive services also file a complaint.
  

  Do better, Wastepro!
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair 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.

  I have contacted waste pro 11 months for a trash can with a lid been told four times one would be sent out left trash can by road for 8 months never changed it they have not picked my trash up entirely for two months I have filed multiple complaints with them and the city of ********** today I want it locked up raccoons keep pulling it out Ive requested a supervisor the trash truck men are rude and refuse to pick it up

  

  Business Response

  Date: 12/03/2024

  We had a supervisor go out to the home to be sure everything was collected. No trash was visible at the time.
  
  We also repaired the lid on the cart today. 

  Customer Answer

  Date: 12/03/2024

  Thank you finally they completed the job 

  Customer Answer

  Date: 12/04/2024

   
  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.    Date Sent: 12/3/2024 5:52:32 PM
  Thank you finally they completed the job 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair 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.

  I pay them to pick up my trash at waste pro and my recycling. I keep paying them, and every week I have to call them and tell them that they didn't pick up my trash. Please come and get it and then. Generally they send somebody shortly around or after that, they have not been picking up my trash on a regular basis. To the point where they know my name when I call in there because of the complaints that I keep putting in it's not fair that they're taking money from us and not providing the service. I'm not wealthy. I live paycheck to paycheck and then taking my money and not providing a service really hurts. I could drive this trash down to the transfer center. If it wasn't gone because of hurricane ******* but these people will refused to do their job. Haven't brought me a bin to put my trash in. So the next door neighbor's dog rips it, open it, tears it up and then I have to rebag it every week. It's like groundhog week, not day. I'm tired of it. I pay them to provide me a service. I pay them rent for a bin. That I don't have, it's not fair. My neighbor had a house built a year and a 1/2 2 years ago they have a bin. How come I don't have one? How come I have to continue to pick up trash? That's ripped apart by wild animals and dogs. Because these people refuse to do with their supposed to. I paid for a garbage bin, a recycling bin and I paid for them to pick up my trash every week. I have had to make hundred at least a hundred calls to them to get them to come and get my trash.This is so frustrating, and so time consuming, and it's one thing that shouldn't be.

  

  Business Response

  Date: 11/20/2024

  Cans have been delivered.  We apologize for the inconvenience.

  Customer Answer

  Date: 11/20/2024

   
  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. They have brought the bins, and they picked up my trash.Finally thank you.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:11/11/2024

  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.

  Paid for 75 dollars forb3 months service to my trash service who sold out to waste pro without letting me know then my garbage didn't get picked up for 3 weeks upon calling was told the news of the transfer of service they came that week then didn't show the next week but again the folling week they showed after I called again they begged me to give them a chance they came and again missed the stop so I requested cancelation and a refund was told they woukd process so I called them again and was told check was in the mail never came so then I called again and was told I never paid after receiving a bill for 150 dollars still no resolution sent email to them and no response so I decided to file with bbb.

  

  Business Response

  Date: 11/20/2024

  Account does not show a payment brought over during the acquisition, therefore, there is no money to issue refund on the account.

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair 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.

  When I started services with Waste Pro I was initially told it would be maximum ***** days to receive garbage cans. It actually took 6 months. Due to this I had pests in my garage and around my house. They have continued to ghost me and not return any calls regarding this issue. I was reimbursement of $380 for the cost of the exterminator I hired. And reimbursement of $381.06 for the cost of the garbage service during these times. I am going to attach photos of my extensive list of communication between Waste pro and I. I hope we can get this resolved.

  

  Business Response

  Date: 11/19/2024

  We may have had delays in delivery of carts. However, we are not responsible for his vector issues. We did provide collection services and will not be providing any credits. 

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22529142
  
  I am rejecting this response because:

  1. The fact that you couldnt return even one of my requested calls but you reply to a BBB complaint really shows your true colors as a company. You clearly do not care about your customers at all.

  2. Telling someone ***** days for cans and then delivering them 6 months later isnt a delay. And not only is it a blatant lie. It is in fact the exact reason I had to call an exterminator. Making you 100% liable for the expense.

  3. Promising me that someone would call me back for 6 months and not returning a SINGLE call is absolutely unacceptable. 
  

  4. I have every interaction with Waste Pro documented. Further proving they should be held responsible.
  
  ****** *****

  

  Business Response

  Date: 12/04/2024

  Please submit a copy of the invoices for the items you are asking for reimbursement and we will review and determine any culpability.  Thank you.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22529142
  
  I have attached both invoices from the pest control company.
  
  
  ****** *****

  

  Business Response

  Date: 12/16/2024

  While Waste Pro does not believe it is the sole reason for his pest issues,  we are willing to pay 50%  of the total of the two invoices, which is $190.00.  Thank you.

  Customer Answer

  Date: 12/16/2024

  How will they pay me the $190 they have agreed to?

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22529142
  
  I am rejecting this response because:   Date Sent: 12/16/2024 4:01:29 PM
  How will they pay me the $190 they have agreed to?
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 12/17/2024

  Waste Pro will send a check upon his agreement.  Please confirm. Thank you.

  Customer Answer

  Date: 12/17/2024

   
  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. Please have them mail a check to my address: *************************************

  
  ****** *****

  Customer Answer

  Date: 01/17/2025

  Hi, I have not received agreed payment from Waste Pro.

  

  Business Response

  Date: 01/20/2025

  Since Mr. ****** is in agreement with the settlement, we will be cutting and sending a check in the amount of $190.00.

  Customer Answer

  Date: 01/20/2025

   
  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. 
  

  Please send the check to my home address:

  *************************************

  
  ****** *****

• Initial Complaint

  Date:11/04/2024

  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.

  Waste Pro USA ********* region has stopped picking up residential waste for 3 weeks. I have to call every day and they assure me that a truck is coming. Each time I ask to speak to a supervisor and they refuse to allow me to do that and will not have a supervisor call me back. I have a mountain of trash in my lawn and will face fines from the town. They continue to bill me.

  

  Business Response

  Date: 11/19/2024

  The account was canceled on 11/5 and the refund was processed on the same day.

• Initial Complaint

  Date:11/04/2024

  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.

  Waste Pro is my provider of garbage and recycling pick up and services. Over the course of 2 months, my garbage was not getting picked up. This continued for approximately 6 weeks. Eventually, I was able to connect with a manger there who instructed me to walk my garbage bin our to the street moving forward. Since speaking with the manager, I have done as instructed, and garbage as been picked up.After this incident, I received a bill for the upcoming collection period, taking me through the end of the year. I have called in over 6 or 7 times to explain that I'd like the pickups that were missed to be credited and for the bill to be lowered. I have been told repeatedly that a manager will call me back OR that they can't do anything to help me. Additionally, I just received an email from a debt collector to resolve. This is even more outrageous as they are attempting to collect a debt for services I have not received! I have attempted many times to resolve this matter but Waste Pro has been unimaginably unprofessional in handling the situation.

  

  Business Response

  Date: 11/20/2024

  One month credit has been provided although account only reflected one week miss.  Account had been on credit hold since the middle of September.    This matter is resolved.