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:08/26/2025

  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 paid for recycling service and the service was not provided. I contacted the company and they refuse to refund me for services not rendered. I have video evidence of the recycling being taken to the curb. Note the evidence, the recycling day was the 18th. The timestamp shows that both the trash (which was picked up two hours before recycling per the support person) and the recycling were taken out. Note the second picture where the recycling bin has been moved to the street. This was not picked up. I simply asked for a refund instead of making a big deal about them messing up, and I was told that was not going to happen, thus this is theft.

  Business Response

  Date: 08/27/2025

  Customer called us on the evening of 8/25 reporting recycling was missed.  The recycling service day is every other week, with service being performed on 8/18.  8/25 was not a recycling week.  We have a timestamp from the driver and gps shows we were in the area at that same time to confirm, on the 18th.  We ask that if a customer has a concern about potential missed service, or questions regarding their services, that we hear from them as soon as possible, within a day or two of the service day so we can research.  We would offer to take extras on the next service day.  In an effort to work with the customer, we will extend a one week credit this time.  This will reflect on their next billing cycle.

  Customer Answer

  Date: 08/27/2025

  This is now how I want to spend my time, and I appreciate yours. I was forced to be their customer again after switching trash services away from them several years ago for this very same reason. They say they picked up my recycling but very clearly they did not. I catch them red handed not providing service and clearly prove it to them with video evidence and instead of acknowledging their mistake, being professional, and fixing the situation, the force me into arbitration through the BBB, which is my only recourse. Their response to the complaint was extremely childish. While it likely seems frivolous for me to even file a complaint with the BBB, I literally have no other options for trash service now as they purchased the only other trash company available, and they have a history of doing this which I have experienced first hand on multiple occasions. I regret we had to start the new trash service this way. I feel they should be downgraded regardless. I don't appreciate anything about this entire interaction. This company has terrible employees. 
  
  Regards,
  
  ****

• Initial Complaint

  Date:08/04/2025

  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 for trash service of 3 months and the company hasn’t picked up my trash for 2 weeks now and on 8/7/2025 will be 3 weeks and I called recently on 8/1/2025 and the person I spoke to assured 100% it would be picked up 8/1/2025 by 6 pm or 8/2/2025 and it was not picked up & animals keep getting into the trash and it’s a safety and health problem for the kids

  Business Response

  Date: 08/11/2025

  I show that we received calls from the customer and we credited the two weeks, as well as taking extras for him on the next service day.  We have put extra reminder orders in to try to get additional documentation on future pick ups, and to resolve the issue moving forward.

• Initial Complaint

  Date:07/28/2025

  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.

  This company has missed picking up trash from my apartment building several times in this year.

  Business Response

  Date: 07/30/2025

  In looking at the address listed on this complaint, we do not see that we have be contacted at all regarding missed services.  If there is ever a question about that, we would need to hear from the customer as soon as the issue happens so that we can research and address immediately.  We ask that carts be to the curbside the night before the service day to ensure we don't miss each other.  As there is not a record or history of service issues, there would not be a refund to issue.

   

• Initial Complaint

  Date:07/23/2025

  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.

  Our trash service was Air Capital. Waste Communications has bought them. Our trash day is on Friday. It didn't get picked up. They were called Monday, and we were told it would be picked up the next day. It was not picked up on Tuesday. We called again and they said it would be picked up on Wednesday. It SITLL hasn't been picked up. It's not just us; there are others that haven't had their trash picked up.
  
  There's a box below to enter the amount that is being disputed. This isn't about the money ~ It's about lack of service. They bought a company but can't service the customer base. Since they ARE so late, yeah, a refund for lack of service for a week SHOULD BE in order for all that has been affected.

  Business Response

  Date: 08/11/2025

  If a missed service occurs, we ask that the customer call us asap so we can research and send a driver back if necessary.  Routes start early so we ask that all carts are to the curb the night before.  When this customer called us regarding a missed pickup, we did extend a credit for that week.

  Customer Answer

  Date: 08/20/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:

  The way we were treated was very unprofessional. The trash wasn't picked up on our normal Friday. We called Monday, Tuesday AND Wednesday and were

  assured EACH DAY that the trash would be picked up. It never happened until the NEXT Fridays' normal pickup. Yes, my wife talked them into a credit. They didn't offer one. When I asked for a credit, I was told "We don't do that".

  I do not accept the response, but I don't know what else can be done.

  
  
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 08/21/2025

  We apologize that the service was delayed that week.  The norm is to collect extra trash beyond the limits with no extra charge on the next service day, but we did that in addition to a credit for the one week.  Delays in service are not the norm.  To stay informed of possible delays we encourage customers to sign up for schedule alerts on our website, or on the Waste Connect app on their phones.

• Initial Complaint

  Date:06/26/2025

  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.

  6/24/25 and 6/26/25 waste connections missed my trash pickup. I filed two separate missed pickup notifications and no resolution. I contacted customer service and they said they would make sure that it was picked up and it was still not done. I work full time and do not have the ability to sit on hold for 8 hours begging for a response. I need them to pick up my trash like I pay them to.

  Business Response

  Date: 06/27/2025

  We would be happy to research and try to take care of your concern, but need a service address to research.  Please provide.  

  In regards to holding for a rep, you are welcome to reach out to us through a contact form on our website, or our chat feature online, as alternate ways to contact us during higher call volume days.

  Customer Answer

  Date: 06/27/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:02/04/2025

  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.

  This business is refusing to cancel service the day I called. They are charging me any extra pick up day.
  I called them January 29 and said i had already started another service that day. They advised they would pick up the carts the following Wednesday when in the area.
  I called today to confirm they would pick up carts. Now they're telling me they won't cancel my account until tomorrow and charging me for an additional pickup although carts are empty. They said they can't cancel until carts are picked up.
  There is nothing on the billing statement that says this. And they did not let me know this when I called last week. Also for a service like this, are they required to give you 30 days notice for a rate increase?

  Business Response

  Date: 02/04/2025

  The customer called on 1/29 to cancel and we advised we can cancel as of the next available service day.  We do need advanced notice to close an account as she called too late for us to stop services and pick up the cart that same day.  In an effort to work with the customer we will take off the last date and pick up empty carts on Wednesday 2/5.

  Customer Answer

  Date: 02/05/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:11/20/2024

  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 recently moved 1.5 miles down the road and called Waste Connections to transfer my services and was informed the cost of service was going to go up almost 100%. I told them I wanted to shop around as my account was in good standing and I had been a customer for at least 7 years.
  
  While moving I set my trash cans out at my new house and Waste Connections took my trash bins and billed me a $25 fee for picking them up. When I had initially to let them know I was moving I told them if I went a different direction I would bring in the trash bins to avoid the fee. They had these notes on my account but took them anyways.
  
  In addition to this when I called about the service the first time my price was around $90 but when I called back to confirm I wanted to use them as my trash provider they raised my price to $107 a few days later. Extremely shady and very rude on the phone
  
  I have paid my bill in full but would expect a $25 refund.

  Business Response

  Date: 11/21/2024

  Customer called on 11/1 and stated they moved to a new location.  He moved from a contracted area, to an area that does not have a contracted rate, so the rate was going to be different.  He took the container to the new homes already.  He stated he didn't want to commit to service at the new location yet due to the rate increase.  We waited two weeks and he never contacted us to make arrangements to return the carts or complete the transfer of service, so we did remove the containers.  We reviewed the call and there were no arrangements for him to return the carts in the initial call.  When the cart was picked up, he called to find out why, and we advised he never called back to complete the transfer.  We quote the same rate for service at the new location on both calls. He was billed up until the time he had the containers and the cart removal fee.  The removal fee is quoted when we start service, and it is also stated on each invoice.  In an effort to work with the customer we will waive the two weeks of service charges, and leave only the cart removal fee of $25.00.  That credit will be applied once the $25 payment is received.

  Business Response

  Date: 11/26/2024

  Balance was already reduced to only the amount to cover services received at the new location for the two weeks.  No further adjustment to be made, but no refund will be issued for the remaining credit until customer agrees to not dispute the initial transaction.

  Customer Answer

  Date: 11/29/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we are arguing over $8 at this point on something I shouldn’t have been charged. I am sure most customers would concede to your bullying in this situation and just pay it. I am tired of corporate greed and loyal customers being treated unfairly. I have filed a claim with my credit card company for $25 as I feel I do owe you the $10.07 for services I received. Please do not credit my account. 
  

  I have also reached out to Waste Connections Corporate offices and filed a complaint with the FTC. No more responses are needed 
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:10/11/2024

  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 had trash service through Waste Connections. I paid my bill for the next three months of service. During those months my trash was not picked up each time it was supposed to be, it would only be picked up sometimes. Now, they are saying that I owe $140 for services. You pay ahead of the services so if you don’t pay you don’t receive services. I wasn’t receiving the services that I had previously paid for so I cancelled my service, they picked up my cart, and that was the end of it. I never received a bill. But now, they say I owe $140 for services not received.

  Business Response

  Date: 10/14/2024

  The account does have a balance of $140.16 for services from 12/1/23-2/7/24.  The account wasn't canceled by the customer.  Rather, the cart was removed and account shut down due to nonpayment.  We reviewed the account for the two years prior to the account closing, and there were no calls from the customer regarding service concerns.  The customer was past due almost every cycle, resulting in the account being suspended due to nonpayment each time, so those could be the times they mentioned having a service delay.  Again, other than those suspensions, there were no complaints received.  The balance due is valid.

  Customer Answer

  Date: 10/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did call and complain that the service wasn't being provided consistently. I do not remember the date of that call. I even spoke with the driver at one point. I also made a complaint about the fees continuously rising along with several others in my area. 
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:05/21/2024

  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 invoice ************ dated 4/15/2024 showing a balance due for $33.37 (break down $25 Cart pick up fee, $8.00 prorated service fee). I had called on 3/29/2024 and cancelled service effective that day due to the price increase. I was asked if I need a pick up the week of April 1st which I replied no as I had already contracted with another service provider. The person on the phone then stated that there would be a $25 cart pick up fee which I told her I was not paying Waste Connection to pick up their cart and that I was not under contract. Keep in mind I had been a customer for over 28 years. I stated that if you don't want to pick up the cart fine but I was not going to pay the $25 fee. Then I asked if she wanted me to set the cart out for pick up and she said yes and never mentioned there would be a fee. Based on the conversation I had with Waste Connection on March 29th, 2024 I do not owe any monies to them and consider this matter closed. I sent a note along with a copy of the invoice back to Waste Connections stating what I have noted above. Today (5/21/2024) I received a Past Due Notice stating that the past due balance needed to be paid immediately to prevent interruption of service. However there is no service to interrupt as it was cancelled. I find it very saddening and disappointing that a business would treat a customer (current or past) this way.

  Business Response

  Date: 05/23/2024

  The customer called to cancel service, which was then scheduled for the next available service date.  The cart pick up fee is disclosed on each invoice, and he was reminded of the fee on the phone call as well.  That charge is necessary to cover the costs of performing that service that was requested.  If the customer choses to bring the cart into our office, that fee can be avoided.  There is a balance of $33.37 owing for the billing of the cart pick up fee, the final service days, and the administrative fee.  These are all valid and disclosed charges.  In an effort to work with the customer, we are willing to accept $25 to pay the account in full.  We will note on the account and once that amount is received we can adjust the rest of the balance due.

• Initial Complaint

  Date:04/12/2024

  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.

  We put our trash cans out every week without any issues. This morning on 4/12 walked out and one of our large trash cans were missing. I had to chase down the garbage truck and ask about our trash can. He stated that he would call it in and that they would replace it. Called and spoke with Waste Connections and they said that they are not liable for personal containers which to them I asked if we ever signed anything in writing, they stated no. This was a $135.00 container that we use each and every week and we just throw it away!?! I’m outraged and they only want to cover $10.00 of it. I am beyond disgusted and dissatisfied with the level of customer service especially for being loyal customers for over 5 years! I want my container replaced and for the company to be held accountable for their actions.

  Business Response

  Date: 04/15/2024

  The customer has been made aware of the limitations on personal carts in the past.  We provide containers to rent with service, and the repairs and replacements are included in the rental.  IF the customer choses to use their own containers, we ask that they be limited to 30gals and about 50lbs so we can try to hand dump them, and all customer containers are used at their own risk.  Due to the size and overweight of this container, it was not able to be retrieved when it broke and fell in the truck.  We do provide a one time courtesy credit that would replace an allowed 30gal container.  If the customer would like to rent a container from us moving forward, we can waive a couple months of rental to work with them.  They will need to contact our office to set that up.