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:06/05/2025

  Type:Product 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 am on a 3-year service agreement with Waste Connections TN. On 5/1 , I received an invoice for upcoming quarter that was higher than my contract. Called them and was told I shouldn’t have been charged higher price and a credit would be issued but had to wait until end of month for it to be issued. On 6/2 the credit showed up on my account. Today, I inquired when it would be refunded to the credit card on file and was told it would be 4-6 weeks after my contract ended on 7/31. I have got nowhere with them and feel they are using this ruse as a way to use customer’s money. I’m sure I am one of several that was overcharged.

  Business Response

  Date: 06/05/2025

  We did not over charge the customer. Due to the way our billing is, refunds cannot be processed until the account is closed and prorates have taken place. In this case the account is scheduled to be closed at the end of July. If the customer has been paying with a credit card, we can usually refund the prorated amount back to the card, if not then it has to go through corporate which is where the 4-6 comes into play. 

  Business Response

  Date: 06/06/2025

  The only money that will be refunded back is the $13.55 for the increase that you should have not received. Refunds are normally processed when the account is closed but, I will; go ahead and refund the credit back to the card. 

  Customer Answer

  Date: 06/06/2025

   
  
  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:10/02/2024

  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.

  Waste connections took over T********* years ago and abandoned T*********s trash cans at residents homes where service was no longer being offered. Indivuals had t********* trash cans for months sitting at their house because no one picked the trash cans up. The individuals started selling the trash cans on marketplace because Waste Connections abandoned their property. It is no longer Waste connections property if they abandon the cans and never ask for it back. Cynthia with Billing said it's like buying a stolen car. Absolutely NOT. If someone abandons a car at your house there are steps to take like filing a newspaper ad and verifying the vin is not reported stolen to obtain a new title for the car. These are TRASH cans that were abandoned at hundreds of individuals homes.
  
  I purchased one of these Tri County cans from an individual who said waste connections or tri county abandoned the can and never attempted to pick it up. When I had enough of their poor customer service and trash pickup I called to cancel and they said I have to pay $75 for the trash can that I already purchased from an individual. Waste connections never delivered a trash can to my home, and that was documented on my account that I always had my own trash can, but they still feel right charging me $75 for my own property. It is completely corporate greed and theft to charge me $75 for my own property.

  Business Response

  Date: 10/02/2024

  This is the first thing I have heard about abandoned cans from TriCounty since we took them over 4 years ago. When we took them over all assets were purchased including the cans which means the can belongs to Waste Connections. The customer refused to give the can back, so we billed him $75 for the can. 

  Business Response

  Date: 10/03/2024

  You are being charged because the container belongs to Waste Connections. When you set up you told us that you had a can so there was no need for us to bring you another one since it was our property. I believe our collection agent has explained all of this to you. Please call our office if you need further explanation. 

  Customer Answer

  Date: 10/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: you charged me for property that I already owned and paid for. It's a scam.
  
  
  
  Sincerely,
  
  
  
  Daniel G*******

• Initial Complaint

  Date:09/16/2024

  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.

  Waste Connections was my previous service provider. I cancelled service with them starting the week of 7/25. All invoices were paid and no payments are outstanding. At the time, I was told it would be 2 - 15 days for Waste Connections to be retrieve their receptacle from my possession. Today has been 8 weeks and it is still here in my driveway. I have called multiple times and been told they are short staffed, they will submit an escalated request, still no response. I need this receptacle to be gone from my driveway. Poor customer service. I have attached an email sent to my HOA stating the reason I have a trash can in my driveway.

  Business Response

  Date: 09/16/2024

  WE ARE CURRENTLY RUNNING BEHIND ON REMOVALS BUT, I HAVE THIS TO BE TYAKEN CARE OF WITHIN THE NEXT 24 HOURS 

  Customer Answer

  Date: 09/17/2024

  Good morning, 

  Waste Connections has picked up their trash container and you can close out this complaint as I am satisfied with the resolution. Thank you so much for helping reach the outcome I have been able to achieve in the last 8 weeks. 
  

  thank you 

  Stephanie *****

• Initial Complaint

  Date:08/07/2024

  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.

  The trash company did pick up my trash every week. However, there was a bag of trash stayed in the can for more than 3 weeks, and every time they didn't dump it out. So I ask them come to get this trach, it's really bothering our daily life because it's so disgusting. However, they refused to do it and even refused to provide a proof that they dumped the trash can correctly. Bad service!

  Business Response

  Date: 08/07/2024

  I am forwarding this information to the Knoxville site that handles this customer.  

  Business Response

  Date: 08/13/2024

  The can was being emptied weekly, when we sent a supervisor out to swap out the can the only thing in there was a grocery sack stuck to the bottom which was why the customer thought the can wasn't being dumped. There was no other garbage in the can other than the bag that was stuck to the bottom. 

  Customer Answer

  Date: 08/13/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  Junjie ***

• Initial Complaint

  Date:07/15/2024

  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.

  Waste connection has had of consistently increasing our monthly charge. Their latest increase from our previous months bill is an additional $21.57.
  
  Our charges continue to increase and they are refusing to answer our calls.

  Business Response

  Date: 07/26/2024

  Our company does a month a year increase only to be able to keep up with rising costs in our industry. We also have zero records of anyone trying to contact our company. 

  Customer Answer

  Date: 08/08/2024

  Billing history of price increases.

• Initial Complaint

  Date:06/10/2024

  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.

  My previous tenant had a trash collection account with this company. They have failed to pick up the trash from the property for three weeks. My tenant and I contacted them several times and got no positive response. At this point, I am placing a complaint against this company with BBB hoping someone from this organization would pay attention to the matter. They DONOT respond to calls or web based inquiry AT ALL.

  Business Response

  Date: 06/18/2024

  Looking through the notes, I only show one online attempt on communication, and it was handled. I show nothing of anyone calling even one time. 

• Initial Complaint

  Date:04/24/2024

  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 Connections has failed to pick up our trash several times already in 2024. I have filed a complaint through their website each time and even called once. On previous complaints, they said they would pick up the trash in the next day or two and never showed. On latest complaint, I was told that the placement of my can was incorrect. The one that has been in the same place for over 10 years that I have used Waste Connections. They will not come out and collect garbage or give me a credit.

  Business Response

  Date: 05/03/2024

  After reviewing the account, communication was sent back via email stating the reason for non-pick-up as far as placement of the can. Other than the week and a half we did not run due to the snow, I only show one "miss" which wasn't actually missed, the can was not out the morning the driver came through. We do not issue credits for cans that were not out on the day of pick up. We also did not credit for the snow because we picked up almost 2 weeks of our customer's trash. 

  Customer Answer

  Date: 05/30/2024

  By the time I get your letters, you have already closed the issue.  I just received your letter dated May 17, 2024, yesterday, on May 30.  We went a total of 6 weeks without pickup around the snow.  For 2 weeks before the snow, there was no pickup, then the two weeks of the snow, then the two weeks after the snow.  The can was at the road for six weeks straight with garbage piled around it.  We had complaints from neighbors and the HOA.  I cancelled my service.  The lady that took my cancellation call was very polite and professional and did not seem at all surprised at the complaint about lack of pick ups.  I hope Waste Connections enjoys my donation for the 4 missed pickups around the snow and the 2 more recent missed pickups.  Will not do business with again and will tell everyone I know to avoid.

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 make payment in a timely manner, yet this company does NOT provide service in a timely manner, nor do they call to offer explanation for why they have not picked up our trash. I HATE this company immensely.

• Initial Complaint

  Date:08/04/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  For over a month I have been begging Knoxville Waste Connections to do the job my taxes pay for in picking up the recycling from my house. It has always, since I moved in in 2023 been picked up on the side street at the mouth of the alley behind my home. After more than a dozen phone calls requesting that my recycling be picked up I was called and left a voice mail today telling me that we need to discuss my can placement.
  
  After three years!?
  
  Two missed pickups. Three going on four weeks, dozens of phone calls. Ignored calls, and absolute straight up refusal to do the job I am at my wits end.
  
  I want them to do the job my taxes pay for. The end.

• Initial Complaint

  Date:06/02/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 received Waste Connections (WCI) since 2003. I have paid on time for 20 years.
  This week my trash was not picked up. I called their office to ask why. I was told new driver
  and told it would be picked up same day or next day. Still trash not picked up. I called again
  and told a different story. I asked to speak to route manager or oprations via telephone.
  on 5/31/23 Miranda from WCI left me a voicemail about a waiver for company to enter my property.
  
  I learned it was called backdoor service ( I live in the middle) of two other property owners. I sent them an email telling them I am willing to sign the waiver. I called on my break fromn work on 6/1/23 and was told a different story. I slipped thru the cracks, they had an audit and WCI stopped backdoor service since 2020 (yes 2020). I never received a letter, email or call about only offering curbside. Up until two days again I did not know what backdoor service meant.
  
  All I know if that foir 20 years they have been picking up my trash in front of my yard and house with different drivers over the years. I told them I am a senior 61 years old and having to drag trash 1/3 of a mile.
  
  I asked for Zac the route managers last name and I asked for his email address. WCI refused to provide it or give me his last name.
  
  I am asking Zac to call me back or someone from mgmt.
  
  cc: Don ****, WATE.