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:11/29/2023

  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.

  Every single time I have an interaction with a human being at waste connections of Pasco county Florida I have the worst customer service experience. It is incredibly hard to get any accurate information from anyone. When I first signed up for service (I picked this company because my neighbors had waste connection provided trash cans) I was told I had to buy my own trash can - I chose this company because I drive a little car and can not fit a trash can in my car. I had to go rounds to get my trash can delivered because surprise they were company provided! Well fast forward to today, I am now sitting on hold after putting in multiple online requests for bulk pick up because I was told I need to make a prepayment for this service - this is something not stated on the website, my existing account is not in outstanding balance, theres no accurate information being provided by any of the agents nor is the website something I can rely on apparently. Im requesting that waste connections invest in better training for ********************************* who emailed me with inaccurate information yesterday after 2 weeks of no response on my bulk request telling me I needed to call in to place a request with a prepayment after she clearly gathered my info from the online request I placed. If ******* is unable to process my online request and is directed to tell me to call in after 2 weeks then the website should be updated to reflected new processes. This business is incredibly unprofessional, poor for service, and lacks quality training for their employees and it reflects in every single interaction I have had. Do better.

  Business Response

  Date: 11/29/2023

  Hello and thank you

   

  my apologies if i did not meet your expectations, this service is outside of the quarterly trash pick up provided twice week. The online process send me emails to reply to in which i gave our policy details, this service is a prepaid service and payment must be collected by calling us at the local office or visiting our local office i do not ask for a cc number through email and security reasons. i do see that you did call in after my request and ******* did give you the cost. 

   

  The information for our location and County is correct it is a prepaid service. 

  Customer Answer

  Date: 12/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  It is a waste of customer time to have us wait two weeks for an email response. If this service requires a prepay it would only make logical sense for this to be clearly stated on the website and direct customers to call to make this prepayment and not waste their time waiting for a response to an online request. Please update your website to reflect processes accordingly and provide a better customer experience. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/27/2022

  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.

  Over the last year we have experienced consistent issues with our garbage pick up, I have called in the past and reported issues and still the issue is ongoing. Yet I pay my bill on time year after year. This happened again yesterday ***** -22 when I saw garbage truck picking up one street over at 2pm. Yet the truck never came down our street so I called the office at 3pm which has a recording that they are closed but then also says they are open until 430pm. People pay their bills on time and expect their trash to be picked up on time. Do you reimburse everybody who does not have their garbage picked up and then picked on whenever they feel like coming, which may be once a week when we pay for twice a week over multiple times a year this is happening? Leaving garbage out for days at a time can pose a health risk not to mention HOA violations since they do not allow full cans to sit out days at a time.

  Business Response

  Date: 12/30/2022

  hello and thank you,.

   

  my apologies on the service issues, we have placed this stop on a handle with care going forward and will monitor this,.

  i am issuing a months credit to be placed on the receivables. 

• Initial Complaint

  Date:09/13/2022

  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.

  It could be considered a health issue since it involves trash not being picked up and sitting at the end of our lot for a week at a time... during the Florida rains that happen ******. They never come to pick up our trash! We are lucky if they show up once a week... don't even get me started on recycle Wednesday... no one shows! I have asked if we Can we find a different crew who wants to work to come in our subdivision please! It's getting ridiculous! We pay for their service through our HOA so they can't blame late or no payment. Their workers just don't want to work! Our community is growing and this problem is only going to get worse! If we could pick ANYONE else for trash pick up we would. But since there is a monopoly we cant go elsewhere!!And horrible customer service.... hold times are ****************** to an hour and they they just hang up on you and never answer. we probably all are on hold to complain about the same crappy service. Maybe if they just fixed the pick up problem then the hold time wouldn't be as long...Our trash days are ************** with Wed suppose to be for recycle... which that day NEVER happens... if they miss tues then maybe they will come wed and then collect regular trash and recycling at the same time, in the same truck which defeats the point. If by some miracle you get through to someone, they claim they noted your account and it will be fixed next week... nothing! So i ask for a manager and then sit on hold longer till they hang up on you. I'm so frustrated i don't know who else to turn to. They lie and say they came that day which is totally incorrect! I can provide camera service showing they never came...i can also collect signatures from the neighbors if needed with the same complaint.Please help me resolve this issue or allow another service in this area...

  Business Response

  Date: 10/21/2022

  Business response taken verbally by BBB:

   

  We are currently investigating this matter as we are unaware of any issues with trash pickup in your community.

• Initial Complaint

  Date:09/13/2022

  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 hired this company to pick up me garbage back in 2013. They have recently have been increasing the charges, and skipping my address week after week. They will not answer their phones. The automated phone system offers a call back, but the call is never returned. I have since hired a new garbage collection service and I am demanding a credit for the weeks that they never stopped at my address.

  Business Response

  Date: 09/13/2022

  Hello and thank you

  we invoiced for *****Aug. This payment was not received, after 60 days the system closed the account. The last payment made was back 3-2-22. My apologies but at this time there is no refund to be offered, what i can do is make an adjustment for that open invoice to bring it out of collections and keep it closed at a zero balance.

   

  thanks. 

  Customer Answer

  Date: 09/13/2022

   
  Better I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will not receive bills from this company and will not refer them to anyone. I will keep copies of all correspondence.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/12/2022

  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.

  This company does trash pick up in my neighborhood. They haven't picked my trash up in over a week. They are in the neighborhood picking up others trash, but only a few. I thought maybe I was behind on my bill so I sent in a bill I saw from March 2022. Not sure if I even owed it b/c the website is horrible. They bill quarterly so should have a bill from June as well but I don't. I don't have any other Communitions from the company either for bills being owed or being late. I try to call, but no one answers and no one responses back via the messaging service. VERY ANNOYED!!! Not sure what is going on.

  Business Response

  Date: 09/12/2022

  hello and good day!

  at the end of February we sent a new quarterly invoice dated 3-20-22 for the months of April, May and June. This invoice was left unpaid and after 90 days the service ended. a recent payment was made and posted on 9-8-2022 however that only covered the last quarter and our system will need another quarter payment to establish service again. please go online and pay $54.78 or call us at your earliest timer available. the invoices must be paid within 45 days or the system will shut down the service. hope this helps. 

   

  thank you. 

   

• Initial Complaint

  Date:05/13/2022

  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-Pasco has continuously targeted me for the last several weeks(over 3 months) this year by deliberately skipping my house and not picking up my garbage. As an elderly woman with health conditions, I do not know why they decided to target me but they have. After multiple calls to their office (more than 5), however, the targeting has continued. They may say it is due to "shortage of employees" which has no merit since they pick up all of my neighbors' garbage every week. Customer service also said they will correct the situation but they never have and Waste Connections-Pasco refuses to resolve this problem. We live on a typical, simple suburban street where every home is right next to each other. I put my garbage out in time like everyone else, but almost every week, Waste Connections-Pasco garbage men deliberately skip my house while picking up everyone else's garbage. I only put one pail out every week. I do not have trash thrown all over. One simple regular size garbage pail with maybe 2 bags inside at the most and yet they have decided to harass me in this manner. The sanitation bill with them is fully paid, so Waste Connections-Pasco are of course now in breach of contract and I now seek a full refund for the quarter. In front of my home, I am now forced to video record them with home security cameras every morning as evidence of Waste Connections-Pasco's actions against me.

  Business Response

  Date: 05/31/2022

  Business Response /* (1000, 5, 2022/05/13) */ Contact Name and Title: Theresa B. Contact Phone: 727 8479100 Contact Email: *****************@wasteconnections.com Hello and good day, My apologies on any service issues. We certainly do not except any form of retaliation if you feel that way I apologize. My site manager and Ops manager will certainly get with this route. Due to the one source billing through the HOA it is impossible to refund you personally since your cost is in your association fees. What is most important is finding out the route issue and employees who run it. We also can be reached at 727 847-9100 please ask for Nick or Ricky who are looking into this matter. Warm regards T