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:01/06/2023

  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.

  We had a service for trash service contract dated 01/10/2019, with the initial rate of $***** per month for commercial trash service. I was under the assumption that the price would be the same- no where in the contract did it stated there would be a yearly increase. There is an article section indicating possible "rate adjustments" due to cost of fuel, etc. However it would be notified in advance. Over the last 4 years- the price of service have been increase **% percent every year.
  To this date- January 04, 2023- the rate they impose to charge is $*** plus administration fees- in total $*** per month. From the initial date 01/10/2019 to 01/04/2022- not even 3 years- they price gouge the service fees up to ***%. Again, the company failed send any notification or memo ahead regarding the increase in price. I called and talk with the sales rep - Kyle ***** and asked to terminate our service because of this unethical and unreasonable price raising- in addition to that they breach the contract and did not notify us of the increase ahead. his response was due to "inflation" they had to raise the price. Inflation started not even a year- waste connection have been raising the rates **% every year. Cost of living increased up to 8%- not ***% from 2019 to 2022.
  

  Business Response

  Date: 02/08/2023

  Business Response /* (1000, 8, 2023/01/27) */
  This is a business account for which the customer signed a contract with allowances for rate increases due to disposal, fuel, materials and operation costs, etc. Those costs increasing may result in increased charges for services without further notice, as the customer agreed as such when they signed up for services. With these costs soaring as high as they have this past year, we did have to pass on a portion of those increases to all of our customers, in order to try to cover some of those expenses, as have most all businesses. We have reached out to the customer multiple times to try to work with her on her service and rates. The customer has not responded to us on our attempts to reach her by phone, and was not available when we stopped by to discuss in person. Our last contact was that she was under the weather, and we advised we will touch base with her next week to continue to try to work with her, once she is feeling better. We are always willing to discuss concerns and work with our customers to find a solution. The customer is currently under contract for services and we will await her response to our sales team in order to work out a resolution, or to advise on fees associated with canceling the account.

• Initial Complaint

  Date:11/05/2022

  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.

  This company charges a prepayment for services. 3 mths of service per payment. At least 1 out of every few months this company does not pick up trash claiming our dirt road is bad(even on a dry day) or a car was stalled and they couldnt get through etc...we have asked to be reimbursed for the times service is not rendered since we are paying and the company chooses to not pick up trash...they will not credit and will not come any other day but the next scheduled pick up day so we have trash piling up....phone call after phone and nothing gets resolved...if we have prepaid for service and we are not provided said service we should get a credit on our account....if we cancel service and choose to handle our trash at home they charge a ** dollar pick up fee this company is *********
  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/11/17) */
  This customer reached out to us after this concern was posted. We explained that this location is sometimes not accessible by our trucks due to muddy roads after rain and snow. A trash truck tends to get stuck much more easily than a regular vehicle due to the weight of the truck and the contents. If we attempt to service and are unable to reach them, we take the accumulated trash on the next service day. They are not held to the same limitations and can have extras.
  Due to this customer's concerns, we did work with her to close her account and we waived the cart pick up fee. A refund for the remaining services is in process and they should receive that back by the end of the month.

• Initial Complaint

  Date:09/08/2022

  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.

  I started service with Waste Connections on 1 August 2022 and had their service through 2 September 2022. Trash pickup for my area was on Tuesdays, but every single Tuesday they failed to pick up my trash. Four weeks in a row they did not pick up as scheduled. I called every week to let them know it was missed, and only one time during the month I had their service did they send someone out the next day to pickup my trash.
  
  Since it was clear they could not reliably do what they were paid for, I called to cancel and get a refund. Waste Connections bills quarterly, so I had paid for 3 months of service and received 0. Despite this, I was denied any kind of refund. On top of that, I was charged an additional $** fee for them to come pick up my trash cans. So they couldn't do their job, and I had to pay extra because of it, in addition to the 3 months of free money they were already getting.
  
  Finally, I was told I would not have to pay any additional bills aside from the $** fee, but I still received an additional bill for some prorated amount due to starting service mid quarter.
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 8, 2022/09/21) */
  We had notes from the driver that the cart was not out when we came by on the service day in a couple instances. We do typically have a minimum of 3 months of service and a cart pick up fee that is disclosed upon starting service. We will waive the service fees, including the pick up fee, and refund the initial payment made on the account. Please allow up to 2 weeks for this credit to reflect back on the card used to make the payment.
  
  
  Consumer Response /* (2000, 10, 2022/09/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company's response aligned with my desired resolution.