Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a bill for the 3 months the beginning of November. I saw and additional $12 added to my bill claiming it was fo an additional pick up. When I called to enquire, I received an email claiming their was a couple small boxes on the ground. We do not place boxes into our garbage container due to they take up too much space, they go to work and are placed in the cardboard receptacle. (After the fact, we discovered a neighbor added them into our receptacle thinking we wouldn't mind, which we do mind) I received an email stating they would remove the $12 fee one time. I never responded but I did call in a couple days later and cancelled service. I felt these added on bogus charges were rediculous as I've had service with this company for 14.5 yrs now and have never heard or seen mention of additional charges etc. When I called in and cancelled service and asked what my final bill was, I was told my final bill was $15.59. I went in and paid the bill in full. Now today, I received an email claiming they have revoked the removal of the $12 charge and now claim i owe a cancelation of service bill for $25. These are bogus charges. Not once has there any mention of a cancelation fee or additional fees for any reason. As far as I was told, I paid my final bill and do not feel I'm responsible to pay for made up bogus charges because a customer is unhappy with your behavior as a service provider. I want my bill considered paid in full after the check I wrote for $15.59 and they can remove the $12 & $25 bogus charges. Not once have i ever been late with a payment for my bill, it's always been paid.

  Business response

  11/19/2024

  *******

  The service level you pay for is one 96-gallon container to be serviced / emptied every other week. Anything outside of your service level is considered an extra and is billed accordingly, as extra service. When you contacted (emailed) the office and told our customer service team you will look for other service if the charges were not removed, the team agreed to credit off the charges to keep you as a customer. You then contacted our customer service team on 11/8/2024 to cancel service so the credit was removed (as you choose to cancel the service as previously stated) Customers pay charges for the service level they receive. The cancellation charge is listed on your invoices (attached to this response for your records) and on our website under cancellation policy (attached to this response for your records). This account has been documented, and all information and correspondence will be noted on the closed account for any further action needed. All your charges to your account are legitimate charges, however, to consider this matter closed I will go ahead and credit off the legitimate balance on the account.
  

  Customer response

  11/19/2024

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

  I never made comments i would look for service elsewhere if the charges were not removed, that's false information. 

  The couple boxes that were on the groubd beside the receptacle, we later discovered belonged to the neighbor whom assumed we wouldnt mind after we went to bed the night before pickup. We do not place boxes into the receptacle as we break them down and they are delivered to the cardboard receptacle across town. 

  This bogus charges for canceling service are rediculous. There was never anything mentioned, or signed by me stating I agreed to or was aware of any such charges. 

  I called in and asked what my final bill was, I was told it was $15.59, in which I did go in and pay, now they are trying to scam people over this bogus charges. 

  I do not feel this is legal and will continue to fight it all the way to court if needed. And, I will be asking the court to make them pay the fees as well if it comes to that. 
  
  Sincerely,
  
  ****** ****

  Business response

  11/20/2024

  Cheryl,

  We have previously stated in the last response that we have applied a credit to your account making it a zero balance (your desired resolution). This account has been documented and we consider this matter closed.

  Regards, 
  ******* 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We get our trash picked up bi-weekly. In Dec. 2022 our pick-up was skipped. Upon contacting the company I was informed the dump was closed on the day of our pickup so they could not pick up. When I asked to reschedule, I was told they could not reschedule and informed to just stack our trash outside the dumpster. I then asked for a credit on our account for the skipped pick up and was told that they would not credit us, but there would be no extra charge for the additional trash at the next scheduled pick up. Our trash sat in the driveway for the entire month of December, making it difficult to park over the holidays, smelly, and a health hazard as it attracted varmints. At that time, I cancelled my service and had to beg them to come pick up their dumpster to make room for our new one, which I was told they would get to it when they could and it still took two weeks. A few months ago I received a notice for a past due bill and was informed that it was for the driver having to pick up the extra trash at his last pickup. I was informed there would be no extra charge AND I already paid for that trash pickup, as it was the one that was skipped in December. I sent a letter stating that I was informed there would be no 'extra' pickup charge and I had already paid in full for the month but they skipped our pickup, and I also sent a copy of the ****** review I left them the day everything happened for proof of time stamp. Today I received a letter from a debt collector attempting to collect the $** charge I was told I wouldn't get. When I called Waste connections to dispute the charge, they refused to do anything and told me to contact the debt company, who told me to contact Waste Connections. In truth, Waste Connections owes me for services not rendered in December and lot rent, as they are the ones who broke our agreement and refused to pick up their dumpster, making it difficult to park. I am requesting Waste Connections remove the false charge from my account.

  Business response

  06/06/2023

  To whom it may concern,
  
  Thank you for reaching out regarding your account with Waste Connections. All accounts are billed a monthly rate for the volume of trash to be serviced. This rate is based on the amount of weight in trash we remove in total not the number of pickups you receive in a month. Yes, in December we were unable to get your container emptied due the inclement weather and the landfill closing. Haulers had nowhere to dump and for safety purposes all drivers were removed off route. Unfortunately, we cannot control the inclement weather or landfill closures. Our procedure is to collect all the extra trash from the pickup not serviced, on the customers NEXT scheduled pickup day. That way we are collecting the current pickup and all extras from the previous pickup together (so 2 pickups in one stop – the previous week and current week combined). Again, this is the same volume / weight of trash.  We do not apply credits as we are still being billed by weight at the landfill and still removing the same amount of volume / weight. We understand this is less than ideal to get 2 pickup days’ worth of trash in one pickup, but that is how the drivers catch up on routes when there is inclement weather. Mrs. ******** called the office on Monday 1/2/23 to cancel her account with her last regular scheduled pickup to be on Thursday 1/5/23. The final balance on the account was for her pickup day on 1/5/23. We did dump the volume / weight in her container on 1/5/23 (the regular pickup day) and the driver did reload the container with all items that were bagged up and placed outside of the container for the pickup not completed due to the inclement weather in December for the previous pickup. Again, we apologize but cannot control the inclement weather and we practice safety first! Even though the final balance is correct and legitimate, to resolve this issue, we will be applying a credit for your final balance, and we will note the account for any future reference.
  
  Thank you
  
  Office Manager
  Waste Connections ** ********
  **** ******** **
  ******* ** *****
  Office: ***** ********
  
  Tuesday 6/6/2023

• Initial Complaint

  02/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had Waste Connection **** ******** ******** as our trash pickup. My husband signed the contract 4 1/2 yrs ago. Since my husband passed in 2021 I could not afford them. So Waste Connection allowed me out of the contract. But when we came to the agreement I was told that since they did not pick up trash the last time in December 2022 then they would pick up the first of January 2023 without charge. So I paid the $*** in December for 1 pickup and they are charging me again for the pickup in January after all. I do not believe I owe them for January because I paid for 2 pickups in December and only got one.

  Business response

  02/08/2023

  To whom it may concern,
  
  Thank you for reaching out regarding your account with Waste Connections. All accounts are billed a monthly rate for service. This rate is based on the amount of weight in trash we remove in total not the number of pickups you receive in a month. Yes, in December we were unable to get your container emptied due the inclement weather and the landfill closing. Haulers had no where to dump. Unfortunately, we can not control the weather. Our procedure is to collect all the extra trash from this missed pickup on the customers next scheduled pickup day. That way we are collecting the current pickup and all extras from the previous pickup. We are removing the same amount in weight for trash on that pickup. There is no discount as we are still being billed by weight at the landfill and we are still removing the same amount of weight/trash. We understand this is less than ideal to get 2 pickup days' worth of trash in one pickup, but that is how the drivers catch up on routes when there is inclement weather. This service agreement was terminated early, and the container removal fee was waived, both as a courtesy. The services were provided on the last pickup day of 1/5/23 and the final balance for that pickup is $*****. We will apply a credit of $***** for services used, and we will note the account for any future reference.
  
  Thank you
  
  Office Manager
  Waste Connections of Nebraska
  **** ******** **
  ******* ** *****
  Office: ***** ******** 
  
  Wednesday, February 8, 2023
  

  Customer response

  02/08/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am accepting their decision because I feel it is the right thing to do. I would like to Thank Waste Connections for the credit

*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. ↩