ComplaintsforWaste Connections, Inc.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in *******, **. We have used ** since we moved in June of 2022. Since then, they've missed our pickup on several occasions, but a phone call usually get's it fixed within a day or so. During the ice storm, our trash (and everyone else's) could not be picked up. That is totally reasonable given the safety aspect. Now that the ice is gone, our can was picked up, but we still have trash that piled up during the 15 days we did not have a pickup. Every single week our trash if full so missing a single pickup is detrimental. I called on 1/23/24 and questioned about getting the additional trash picked up that was not picked up during the ice week. I was told by 2 reps that not only will ** not be picking up anything 'extra' but that they will not be refunding for the week they didn't pick up because it was "not [their] fault." Well, it's not my fault either, but for some reason ** expects me to pay for it. I don't even want a refund, i just want the additional can picked up that was never picked up. Other ** branches (such as the ** of TN) are telling residents to put additional bags next to their bin to have serviced (up to a full can's worth) on their next service day. This is a completely reasonable solution, but ** did not offer it. I mistakenly thought they did before realizing ** of TN and ** are two different branches. So, I'm writing this complaint as ** has taken my money and not performed the service for which they are contracted. I now have a full bin of trash due to the missed week as well as trash piling up that needs to go out and what will accumulate over the next several days. All I'm asking is that you please pick up my weekly garbage as you're contracted to and since a day could not be picked up as scheduled, please schedule a makeup to pick it up as I have no way of disposing of it and it will attract bugs if left inside or be torn up by animals if left outside (happened already during the ice..).

  Business response

  04/30/2024

  Our records show this complaint was resolved

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have not received services for which I have paid. My scheduled trash pickup has not been collected for 2 weeks. I have called them 3 times in order to get this resolved, only to be told a work order was placed. I was told I would be called and or emailed about the problem, providing an updated status on my request. But I never received a call or email and my trash has still not been collected. I can't get any definite answer as to why my trash is not collected nor when it will be.

  Business response

  01/31/2024

  Services have been cancelled and refund has been submitted and is being processed.  It can take several weeks for a check to received by recipient.  We can see on our end that is has been approved and I would expect it no later than 2/15/24.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I closed our account with **************** back in Nov 2022. Cause we moved out of state. There was a credit balance of ***** and over payment of 1 month of $47. I have called several times and was assured a check would be on the way. I finally got a check for $47 in June 2023 from Waste Connections only to have it returned for lack of funds!!! So now there is a fee for the returned check. When I speak to them on the phone I am assured they are sending me a check. Then nothing. They owe me a refund of *****.

  Business response

  02/01/2024

  This BBB account is only for locations serviced out of *******, **.  We do not have the ability to review, access or influence anything out of our service area.  We suggest you contact your local provider as we are unable to assist.

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  (Waste Connections) WC has always left carts sitting on the side of the street with lids open after servicing the carts. I was a direct customer of WC in ******* for over 5 years and now I am a resident of *********, ** and WC contracts with the city for trash removal, which includes my address. I had been complaining for years in ******* about my cart being left in the street with the lid open after servicing, and I am still having the same issue in *********. I always leave my cart on the curb (not in the street) with the lid closed on collection day. Recently after making at least 3-4 complaints directly with WC managers and the city, and also asking WC workers directly to put my trash can back where they removed it, they finally put the cart back where it belonged. Unfortunately, this will not last as it never has in the past. But to make matters worse, its every cart in my subdivision that is left in the street, blocking cars and making it difficult for people to turn into their driveways or park at the curb. To make matters worse, workers never close the lids. I recently found one city ordinance on the ********* Municode website that state carts should not be placed in the street (***. No. 59, 8, 11-21-89). The other ordinance states that cart lids or covers shall be tightly closed at all times. That means after the cart is emptied, the lid should be left closed (***. No. 59, 7, 11-21-89; **** of 4-20-04(3), 1; Res. of 7-20-21 , eff. 1-1-22).The workers have purposely left trash outside of the cart sitting at the curb, I am not sure why it was not disposed of, but it was very irritating to see this happen.Every Wednesday after the carts are emptied, all streets in the subdivision are a congested mess with carts all over the and lids wide open. This is an eyesore and according to the ********* ordinances, its a code violation too. The ordinance link can be found *****************************************************************************************

  Business response

  12/05/2023

  We have instructed our drivers to close lids and place containers on sidewalk if possible.

  Customer response

  12/05/2023

   
  Complaint: 20851953
  
  I am rejecting this response because: Your statement "We have instructed our drivers to close lids and place containers on sidewalk if possible." is not sufficient.The term "if possible" leads me to believe you do not understand that every time your drivers leave lids open and carts in the street, that they are committing two code violations. If another cart is left in the street (whether its my cart or anyone else's) and lids left open, I will personally report these violations to the city and make sure the ordinances are being enforced. I asked for a call from your office to discuss, please call me at ************.
  
  Sincerely,
  
  *****************************

  Customer response

  12/06/2023

  These images are from 12/6/2023 and 11/29/2023. The images were taken after WC employees emptied the carts. WC employees continue to violate city ordinances and not close lids or put carts on the sidewalk when they are done emptying carts. Please share these images with WC, the issue is not resolved and it does not seem as if they are providing employees training on city code as it relates to the services they provide.

  Customer response

  12/06/2023

  These images are from 12/6/2023 and 11/29/2023. The images were taken after WC employees emptied the carts. WC employees continue to violate city ordinances and not close lids or put carts on the sidewalk when they are done emptying carts. Please share these images with WC, the issue is not resolved and it does not seem as if they are providing employees training on city code as it relates to the services they provide.

  Business response

  01/10/2024

  We are working with our supervisors and team members to make sure they adhere to all regulations and requirements.  Thank you for alerting us and we will address this with our team.

  Customer response

  01/10/2024

   
  Complaint: 20851953
  
  I am rejecting this response because: I am going to wait until all codes are adhered to before I accept the business response. Its trash pick up day, so I will be keeping an out out for non-compliance. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** NO COLLECTED FOR OVER 2 WEEKS- ROTTING AND HAZARDOUS WASTE BY THE STREET. MAJOR HEALTH CONCERN FOR TENANTS. THIS IS A 4 UNIT PROPERTY-- I HAVE ONLY 1 GARBAGE CAN-- I HAVE REQUESTED ADDITIONAL CANS FOR OVER A YEAR-- NO RESPONSE. I PURCHASED 3 ADDITIONAL ROLLING CANS FROM ********** AND THE ***** REFUSE TO DUMP THEM -- SO THEY LET THE GARBAGE ROT RATHER THAN DUMPING THEM--- I NEED THE ***** PICKED UP IMIDIATLY AND I NEED THE PROPER CANS IF THEY WILL NOT THAT THE **** I HAVE PURCHASED.-- VERY VERY URGENT!!!!!

  Business response

  04/27/2023

  We can only answer and resolve issues related to Waste Connections of ** which services the *******, ** metro area.  We have zero no access or ability to address issue out of *********.

  Business response

  08/11/2023

  As I stated in April.  This BBB account is for the greater *******, ** area.  We have no visibility, access or ability to assist for anything outside of the greater *******, ** area.  

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Waste connections of ********* came to pick up trash every time during 2 am to 4 am that created huge noise from the trash pick up truck. When I reached out to their office to suggest if possible to pick up trash after 6 am, they just rejected it. The dumpster is located at ***********************************************************************.

  Business response

  03/29/2023

  Thank you for the notification, we are looking at the option of servicing this at a later time.  Since this is not the account holder of our contract we cannot provide any more details.

  Customer response

  03/29/2023

   
  Complaint: 19595787
  
  I am rejecting this response because:

   

  When I reached out to Waste Connection of ******** in ******* for several times,  they told me to negotiate with the account owner regarding the service time, and they mentioned it was the account owner requested to operate the trash pick up service during 2 am to 4 am.

  I finally found out the account owner contact, however they said it was not within their control after discussion with  Waste Connection of ********* since Waste Connection of ********* insisted they would only conduct the service during 2 am to 4 am. The issue is from the Waste Connection of ********* side. 

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

• Initial Complaint

  02/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Promised collection dates missed with no communication on rescheduling of service. Inconsistent pick up but still holding customer accountable to satisfy bills. Service reps not really offering solutions to correct issues or misunderstandings.

  Business response

  03/16/2023

  This complaint came in the week after ice resulted in WC not being fully operational for 3 days in this area.  As was communicated, we had to make the operational decision to not recover those routes and instead removed excess bagged trash on the next scheduled service day. 

• Initial Complaint

  01/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered the dumpster for *************** on January 3rd from these people they told me by the contract that they have 48 hours to deliver my dumpster I didn't get it till a week later I expressed how much trash I had from starting a new business and from the construction of getting it ready it has been going on 3 weeks now and they still have not done one pickup for me not one pickup from trash and now code violation is on me because I have so much trash backed up behind my building I have called and called and cannot get no one to call me back and nothing is being done I want out of the contract and I want them to come get their dumpster so I can get with a company that's going to actually do what they're supposed to do because now I have to go to court on the cold violation and I'm still out of my ears with trash

  Business response

  03/09/2023

  We are working with customer directly to resolve.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We accepted an offer to sell our business in February, 2022, so in April we began contacting all businesses which we conducted business with in order to allow written notice in plenty of time before closing business on May 18. Waste Connections of TN was among these contacted. Originally, the employee stated that we should call back within 30 days and sett a specific date for termination of services. Around April 20, ****************************************************************************** the system, and to be sure not to have any trash in the dumpster so it can be picked up the week of May 25, 2022. We complied with those requests. June 1, 2022, the dumpster was still on the premises, and the new owners had acquired a new service provider, so now this old one was in the way. We called again and was told by the same associate that the manager would not allow her to cancel and pick up the dumpster. We then left a message for the regional manager. Finally, the manager returned our call and stated that we have a contract and it was "e-signed", therefore we had to pay until our contract was complete. To clarify- we had agreed to a TWO year contract over FIVE years ago, and have not signed anything since.. When asked for this so-called document to be produced and proven, only then did the very rude lady say that she "would look into it and talk it over with her boss". Finally, about a month later, the dumpster was picked up. Now, we are receiving a bill for the time which they refused to pick up the equipment! It should not be our responsibility or obligation to pay for their negligence and incompetence. Frankly, I believe they tried to commit fraud and were exposed, which is the only reason that she agreed to "speak to her boss" and finally accept cancellation of our service.

  Business response

  10/31/2022

  First record we have of communication regarding closing this location was on 5/11.  Unfortunately that was not acted on at that time.  We were contacted on 5/31 and customer refused to be connected with sales representative.  ON 6/20 we were contacted again and immediately closed the account and back dated all charges to 5/19/21 as we recognized our error from the initial call.  The current balance of $35.79 is a result of the prorated service for *** thru the 19th and our container removal/cancellation charge of $150.  There is no other charge past requested date of 5/19.  Since we made the initial error I will be happy to zero out the balance.

  Customer response

  11/01/2022

   
  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,
  
  *******************

*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. ↩