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:03/24/2025

  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.

  So I look at my Waste Connection bill and notice its almost $30 higher than normal. I WAS on auto pay until now. Come to find out they have charged me at least 5 times that i can see (Billing only goes back to the end of 2022 for history on their sight) $24 per month for a "rental" fee for the trash can. 4 have been the last 4 billing cycles. I called in and asked what it was. Customer Seervice *** told me that they charge this every month for a "rental" fee, but if i wanted to i could buy it our right for $200 NOW. So you mean to tell me I have likely already paid for this trashcan 10 times over. I have lived in this house for 10 years now and the trash can was their when i moved in. How are they allowed to charge me for this when i never agreed to this. How can they charge it all of the sudden when i have other payments where they didn't charge it. These trash cans are recycled over and over again. This world is bad enough now i have my trash company s******* me over. and they are doing it to EVERYONE. So either want them stop charging me this bogus rental fee or pay me back at the very least $120 for the rental charges I never agreed upon. This is straight up a scam and it needs to be rectified. I'm also telling everyone in my neighborhood what they are doing. So hopefully this gets rectified. If they do this to everyone in the matter of 10 years 1 person will pay $960 for a trash can worth $200 that the trash company never touches other than to dump. They should only be able to charge a rental fee to a certain extent and then its paid off and the customer owns it. this is a HUGE scam.

  Business Response

  Date: 03/24/2025

  Hello and good day!

  From 2017 to Dec 2023 the container fee added to the service was $3.00 per quarter this was a one dollar a month Maintenace fee to maintain our cans for theft, damages and loss. At any time, you could have had this can removed and used a personal can at no cost outside of the service cost. You are no at a contract. it is an open market. 

  In 2024 due to inflation and a demand for containers from consumers and add employees to maintain the cans, this cost after many years so low was changed. to $8.00 from $100 a month. 

  Please advise if you want to remove the cost and the can, we can do that. We can remove any paid cost for the new quarter if paid. 

   

   

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23109244
  
  I am rejecting this response because:

  Your price went from $3 per quarter to $24 per quarter, an 800% increase.  When I get a new trash can you can come pick up the trash can that was at my house when I moved in 10 years ago, AKA you have not touched or served my can in overt a decade. A can that i did not even orde, a trash can that the previous owners likely paid on. I have already paid over $200 for the can over the last 10 years. I found now 6 total payments charging me $24. $24x6 = $144. $3x34 = $102. I have paid $246 already for a trash can you all pay $145 per unit for. I looked up the company that you all order them from. You can buy them in Bulk at $145 per unit. So once again, I would like at least $120 refunded as you did not notify me of the price increase, you just did since I was on auto pay. I will not back down from this, and I will make sure everyone in my neighborhood is aware of this. I get inflation, i don't get inflation on a product you haven't touched for 10+ years. 

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

  Business Response

  Date: 03/25/2025

  Hello and great day.

  at this point it will be handled by the site Manger to call you. Please bear with us. 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23109244
  
  I am rejecting this response because: Call me back and offer me the $125 discount you offer me. Ill take it, but I'm declining to make it on record that you scumbags are fighting me over $40 now telling me you cant afford it, HAH. I asked for $120 return considering what they are doing is bad business and now the community is going to lose interest in yall, wont be tipping drivers anymore (yea drivers put envelopes on our mailboxes for "Tips" during holidays).  this is nothing but them overcharging to make more money. Should be ashamed of themselves. So yea go ahead and call me back get its resolved and then i will accept your response on BBB. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:03/04/2025

  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 recently moved to the area, in November of 2024. I called in to set up trash removal and was told recycling was included. I was then charged a $50 recycling bin delivery fee, $10.53 (12/5/2024-2/28/2025), and $12 (3/1/2025-5/31/2025) - totaling $72.53 for recycling services. This feels like a bait and switch and I would like these charges refunded and or removed.

  Business Response

  Date: 03/04/2025

  ******* this is *******, i have been working on this throughout the day for you, i am removing our cart, the fee and getting an approval to refund $50 on top of the $12 i did that in good faith, please bear with me. 

• Initial Complaint

  Date:02/17/2025

  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 new trash pickup guy is not picking up the trash. He will jump out of his truck and remove trash from the can and/or throw trash all over the yard.Ive made a complaint about this before and this same guy is on route. This company has gone up in price yet their service sucks! I want my trash picked up. They literally have employees working in the community that don't like their jobs!

  Business Response

  Date: 03/11/2025

  Hello and thank you.

  My apologies, i will make sure to notify the route supervisor on this, today. On this route it is automated, requires you to place trash bags in the can or cans, you can have 2-65 gallon or 2-95 gallon. If you need details on service and rules, please advise. i will have someone contact you as well. 

• Initial Complaint

  Date:07/08/2024

  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 initiated a new account and have not received a trash can due to 'backorder' status, however, I was charged for the service for the past billing cycle. I called to obtain a credit and was advised that they were unable to credit for past services, but they would send a new can out when available and waive the delivery fee. When I initiated the account I paid for the setup/delivery fee, but did not receive the service for the trash collection. I feel that I should receive a credit for the service that was not provided.I spoke with Operator ****** initially, and received a call later in the day from Supervisor ******. Both advised that they were unable to credit my account, but both are aware of the backorder for trash cans.

  Business Response

  Date: 07/08/2024

  Spoke to customer, container and recycle video shows the container for trash was delivered, and recycle can was removed same day on 7-2-2024. Reto the cost for the recycle container and trash can-credit of $42.31. 

• Initial Complaint

  Date:07/03/2024

  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.

  I have paid for the trash to be pick up. But the Waste Connection has not pick up my trash for 2 days already. I called customer service a few times (morning and afternoon), waited for 30 minutes and still not be able to speak to anyone.I have no phone call informed me about when will pick up my trash.

  Business Response

  Date: 07/03/2024

  Hello and thank you.

  We made a call to you successfully today, email is a great way to get a hold of us, we are here doing the best we can to answer each call accurately. I do not see any service issues in the past. Phone conversation will handle the issue now. 

• Initial Complaint

  Date:04/18/2024

  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.

  My trash is not being picked up. I am on auto pay so it is not a payment problem. The customer service number is not being answered.

  Business Response

  Date: 04/18/2024

  6425-112819

  My apologies, we did receive an email as well and got with the route and supervisor to monitor your stop, I am adding a credit to the account for all your trouble. 

• Initial Complaint

  Date:04/16/2024

  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.

  My account #*********** My bill is incorrect. I was charged $24 the quarter for the trash bin, when it is $12 a quarter. So I was charged doubled. I want to be refunded $12. I contacted the office which told me they issued me a credit. I do not have a credit on my account so I emailed again and was told there is an approval process?? This is for the bill that I paid on 3/25/24. This also happened on my invoice from 12/20/23 and I was given a credit within a day, Now it takes weeks? I do not understand why the bill continues to be wrong for months at a time. This is an ongoing issue and I am concerned this will continue to happen. I just want my refund that I am due and to be bill for what I am due. It comes off as a scam if you are doing this to hundreds of people. I have neighbors who have voiced the same concern to me about being overcharged and not getting refunded. I appreciate any assistance in getting my refund. Thank you Thank you

  Business Response

  Date: 04/16/2024

  Hello and thank you.

  My apologies, we did adjust the container fee too high, the rate is $12.00 per quarter, we already made the correction forward and a $12.00 credit for the overcharge is on the account.  

  Customer Answer

  Date: 04/17/2024

   
  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,
  
  *******************************

• Initial Complaint

  Date:02/18/2024

  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.

  We moved to Florida in June 2021. My husband set up all utilities prior to ** moving. When setting up trash service with waste connections he was put on auto pay. Fast forward to months later I didnt know there was auto pay on the account and thought he had been paying it online or over the phone. I went to pay the bill one month and made my own online account. I paid the bill manually for months because realizing my husband had already been paying through autopay. We were double charged for months. When we contacted waste connections to confront them they deleted my husbands account and all traces of our double payments. They now want us to pay $200 to get our service running even though my account shows no bill due. They owe us a substantial amount of money and are refusing to cooperate.

  Business Response

  Date: 02/19/2024

  Hello and thank you.

  The auto pay that was set up is not active, shows not active since 9-22-22. When we billed for 5-20-23 this amount was left unpaid and was written off, (still due) to render the service plus the next quarter and a late fee. i can work with waiving the late fee however the past due and current must be paid, please call us at ************ the account will be noted, $147.96 is due. 

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21306676
  
  I am rejecting this response because: for months the auto pay was active. We had been double paying our bill. We called and thats when auto pay was turned off. They were supposed to credit our bill for the months we double paid. That never happened. We tried for months to get help and were just shuffled around. When we called to ask why our trash was no longer getting picked up the very rude agent deleted my husbands account. This prevented us from showing the double payments. I attached a picture for previously when I could not put auto pay on my account because it was active on my husbands account.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/22/2024

  At this point i have given you what our policy requires, the account is closed, we are certainly an open market and have the ability to find another hauler. Best of luck to you, my final response. 

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21306676
  
  I am rejecting this response because: the company is not taking accountability for their mistake. They double charged us for months and wont credit or refund any of the overpaid amount. We just want the balance due removed and we will call it even. 

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

  Customer Answer

  Date: 02/27/2024

  ******** statements do no go back that far unfortunately. This is very unfair to request something you know wouldnt exist. Thats why your representative conveniently deleted his account from existence. 

• Initial Complaint

  Date:01/08/2024

  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.

  I Contract with Waste Connections who is supposed to pick up my garbage weekly. They miss days here and there but this week they missed two days and didn't run at all on Christmas Day(our pick up day) or New Years Day (another scheduled day) and then missed the following Wednesday and Thursday after the holidays. My trash, along with other neighbors are overrunning with garage sitting along the street. It's so bad that it is beginning to smell.I sent in a notice online for scheduled missed days that trash was not picked up which is all I can do. This company does not pick up their phone.This is a health issue.

  Business Response

  Date: 01/08/2024

  Hello and thank you

   

  my apologies, for any holiday, please remember for the years to come, if the route falls on a SCHEDULED day we do not come back next day its next scheduled day, we did have some issues that following Thursday for that i apologize if you were misses. i am going to try the number on the account to see if the pick up did in fact happen today. We will certainly get this all cleaned up for you. This area has a blockage due to parked cars unable to service. i am so happy you were cleaned up today, code enforcement is involved and have contacted the HOA. 

  Here is my personal work email if you should have any concerns or questions in the future. 

   

  Customer Answer

  Date: 01/23/2024

   
  Better Business Bureau:
  
  

  It's our trash service and they have improved.

   

  Thank you.  :-)  

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

• Initial Complaint

  Date:12/21/2023

  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 is upping rental charges for trash cans from $3 to over $12 quarterly. They are also making it mandatory to "rent" a trash can from them so this removes the ability for consumers to be protected and use other available options for trash cans - either from personal ownership or 3rd party rental. Legality for charging for this is of great concern beyond the morality of a free society.

  Business Response

  Date: 12/21/2023

  Hello and thank you

  our goal in Pasco County as a hauler is to become safer for the drivers and the environment this is why we are working on becoming a carted service, Placing trash bags at the curb or using personal cans has cost us a lot to replace due to the *********** and over use, our cans are maintained. Pasco is an open Market for trash pick up if we do not meet your expectations, you may shop around and we can close down the service if you wish.

   

  Thank you. 

  Customer Answer

  Date: 12/21/2023

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

   

  This has bothing to do with loose trash bags. This is that you are mandating a "rental" of trash bins and not allowing customers to use personally owned trash bins. Furher, I've used for many years already with Waste Connections and now you mark up your rental fee by 400% and make it mandatory as part of your service. 

  This is a horrible way to treat your customers and a clear showing for a money grab with NO added value to service rendered.

  If the concern is to not pick up loose trash, then enforce that it needs to be in trash cans to those customers. 

  This is a clear violation of the Unnecessary fee Act from the **** I urge WC to evaluate this practice to do better for your customers. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/22/2023

  Please advise... at this point i will remove the can and fee, the same size can is needed if you purchase one, we will not be responsible if it breaks. 

  Customer Answer

  Date: 12/26/2023

  
  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.
  

  Before this is considered a closed matter I would like to address how WC will provide billing adjustment and removal of its toter?

  Lastly, regarding damage of my personally owned toter, if a situation of negligent actions of WC staff or equipment directly damage my property i will not waive my liability claims. 

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