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: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.

• Initial Complaint

  Date:02/27/2024

  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.

  Decided to cancel recycling, waited on hold 10 min twice and decided to message thru online portal instead. Specifically asked them to call my number (which is on the account) and not my wifes so I can handle cancelling recycling. Several days later my wife receives a VM with wording along the lines of "we can cancel the recycling as early as the 19th" you can return can or pay us $25 to pick up can. I am back at square one of having to wait on hold to cancel, so put it back on my to do list. about 2 weeks later before I called again someone showed up to retrieve can, I told them I never asked for that and didn't even know if we have recycling. Today I finally call and wait on hold for 10 min to talk to Sierra, who was nice in beginning but clearly didn't care about my experience and became very condescending. You have jacked up your prices, made your customer service team overworked, as when I called right back after having Sierra be rude it was then going to be a 20 min wait (9th in line).

  Business Response

  Date: 02/28/2024

  We received an email to cancel recycling.  We called the primary number and contact (wife) on the account and left a message to confirm we would be canceling that service the following week.  We did miss that there was a second phone number provided on the email.  As a result, when the customer called this week, the csr did apologize for the inconvenience, waived all fees from the driver coming on site and advised she would address the concern with management, which she did.

  Manager called customer back today from this request to review the call and process.  Apologized again for the oversite on the phone number used.  Hold times vary throughout the month and year depending on billing, holidays, weather, etc.  The email process, which was used here is a great tool to get around those heavy calls times.  It was mentioned that there was a process that didn't work on the website, and we advised we will look into that further from his feedback as well.  We appreciate feedback from our customers so that we can look at processes, and calls, to see if there are areas that we can improve. 

• Initial Complaint

  Date:02/09/2024

  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 made a extra payment in January. I've called them 4 times even talking with a supervisor who said the payment would be reversed back. I got email saying they attempted to collect money again. I just want my overpayment reversed as everyone I spoke to stated it would be done.

  Business Response

  Date: 02/09/2024

  The customer submitted two separate payments in January.  She called on Jan 29th to request a refund.  We confirmed on Feb 2nd, that the refund had was being processed.  The customer failed to advise us that the credit card she used to make a payment had been listed a lost/stolen, so the transaction for the refund was denied by the bank.  As a result, the only option is to apply the payment to the account and it will be listed as a credit toward the next invoice/bill cycle.

  Customer Answer

  Date: 02/09/2024

  I advised the manager that it was canceled and she told me it would be ok. So they should of advised the true or did it the first time.

  Business Response

  Date: 02/13/2024

  We apologize if there was any confusion on the refund back to the card.  If an account is simply closed, we can typically refund back to the account without issue.  In this case, the card was actually reported lost/stolen so we were unable to refund due to an issue with the card itself. 

• Initial Complaint

  Date:03/22/2023

  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.

  The date on bill 3-15-23
  
  Amount due *****
  
  Container was pickup on the same day of last pickup of trash. They were out delivering trash can at the same time. I do not owe them *****. This happened at least 3 months ago.

  Business Response

  Date: 03/23/2023

  The customer called to close the account and was reminded at that time of the $** fee to have the container picked up on the last day of service.  This is picked by a separate truck.  This fee is also disclosed when we set up the account on the phone, in the new customer information that is sent out, and on each of the invoices.  The final balance is correct.

  Customer Answer

  Date: 03/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:your business was in the same area dropping  off carts and picking  up others at the same time. . It was not a extra trip. I should not be charges your ***** pickup fee.
  
  
  
  Sincerely,
  
  
  
  Louise ********

  Business Response

  Date: 03/28/2023

  We do understand that customers may not understand costs that are incurred on the business side, and have disclosed the charges ahead of the customer setting up an account with us.  Again, we disclosed the charge to remove the cart on the phone during setup, in the new customer info by mail, on the invoice, and again on the phone during the cancelation.  We do have to cover those costs of the service that was requested.  The charge is valid and was disclosed multiple times.  In an attempt to work with the customer we will agree to accept $** for the final balance.  Once the payment is posted we will adjust the rest of the balance from the account.  As this balance was originally billed out in December, and they have received four monthly invoices to date, payment would have to received by the end of March in order to avoid collections.

  Customer Answer

  Date: 03/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I am not paying ** dollar because you were in the area already pickup and dropping off carts. I do not have the cart you do;
  
  
  
  Sincerely,
  
  
  
  Louise ********

  Business Response

  Date: 04/26/2023

  We have worked with the customer in good faith to adjust the balance on the account.  We have considered this case closed at this time.

• Initial Complaint

  Date:03/10/2023

  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 my bill for the months of Feb - Apr and called to have service cancelled at the end of Feb since the price had increased by almost half again what I was paying/ (went from ** to **). They pinged me because the bill was not paid. At that time I again told them I had cancelled my service. They then called at the beginning of March and after the third request to cancel, they finally did. The catch is that they still wanted to bill me for the service that I had requested to be cancelled. On top of that they are trying to now charge me for breaking a service agreement that I did not sign, and to come pick up the container. $** for the service and $** for the container pickup along with the service that I asked to have cancelled. Absolutely ridiculous.

  Business Response

  Date: 03/16/2023

  There seems to be some confusion on what the final balance covers.  We do show that the customer reached out on 2/23/23 to cancel service, with a final service date of 3/2/23.  As the customer stated, the services on the billing he received was for Feb/Mar/Apr.  There is a final balance of $***** owing for the month of service in February, and the cart pick up fee (which is disclosed on each invoice and also was advised over the phone before canceling).  There was not a charge added to the account for a broken service agreement, only the services received.  There is no refund due, as no payment was made for that billing cycle.  The balance on the account is correct and owing.  Once the $***** is paid, the account will have a zero balance.