Waste Connections of Canada - Vancouver Reviews (%countItem)
Waste Connections of Canada - Vancouver Rating
Address: 25 Fawcett Rd, Coquitlam, British Columbia, Canada, V3K 6V2
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+1 (604) 525-5762 +1 (604) 855-0565 |
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Unreliable service. Continues to miss pickup schedule that they set. Operators not familiar with routes.
Customer used to keep their recycling toter inside their place of business. They decided to move the container from inside to outside. We have had spare drivers miss the note on their route sheet that states this site now places the bin outside. Driver was looking in wrong location for bin. When this happened the site called in and a recovery was completed.
The statement by Waste Connections is not accurate. At first, as directed by Waste Connections, we would put the bin outside at the front of our building for pick up. Then one of their drivers decided it was ok to leave the bin inside and they would come in to empty it but to put it at the back by the shipping and receiving doors instead. So for aprox 6 months we did this. Then it was discovered by their office staff this was occuring and we were told that their drivers were not allowed to leave their vehicles unattended and go inside the building so we returned to the original way of storing the bin outside at the front of our building by the containment storage area. Unfortunately their drivers got confused and some of them continued to go inside our building to empty an extra bin we had in the shipping office. They do not have the same driver attending this paticular bin which causes confusion on their part. When the wrong bin is emptied it takes up to two weeks before they send another driver to empty the correct bin that we keep outside. During this time, the office staff continue to ignore my emails when asking for an update on when will our bin be emptied, it is not until I finally call do they respond.
Respondent has ignored almost all our attempts to cancel account or even get clarification on outstanding balances. *** As of January 31st, 2020 we no longer own the business or have access to that location as we can no longer afford it.
We had 1 late payment with this company since we started used them 7 years ago. This late payment was due to us being unaware that they switched to a system that no longer autobills our credit card. We don't have access to all emails and communication as it was going to my fathers email.
I spoke with Ahley N on January 31st and she asked that we make that single missing payment and she will get back to me on how we can cancel this account for good as she had to get some documents. This was the last I heard from the company regarding cancellation.
However, they have continued to bill the account. Ignored all of our cancellation requests (multiple emails to prove it) and have sent it to a collections agency in my name even though I am not an owner or have ever been an owner of the business - I am simply trying to handle all my late fathers affairs.
Customer called in to cancel their agreement and was not within their window to cancel without penalty. This company was constantly delinquent on invoices and WCC continued to reach out for payment via automated phone & email messaging multiple times over the course of doing business. 10/24/2019 the customer called in and was upset about the waste mess on site and advised they would make payment if we could pick them up ASAP. Our customer service team gave the site a courtesy pick up during one if their suspension periods in good faith they would clear up outstanding invoices. WCC picked up and hauled their waste for no cost on their courtesy pick up. Unfortunately, promised payment was not made. Site was aware of our online payment system as they used this to program multiple times to pay their invoices. The dates of customer using online bill pay to pay invoices is available to Revdex.com & customer upon request. Customers agreement states that all invoices are to be paid in full even in the event the site is on suspension for non payment. There was no mention of a passing until the last conversation when WCC informed the site they were being sent to collections.
We have used Progressive Waste Solutions for more than 6 years. We signed a contract with them dated Nov 16, 2016 for 3 years and in August 2019 we moved locations from *** to ***. At *** we do not require their services so in August we emailed Ashley from Progressive Waste telling them that we will not be continuing the contract once it ends in Nov 16, 2019. Progressive Waste Solutions did not inform us that a written mailed letter is required to cancel when we emailed them. They advised us that we need to cancel no less than 90days or more than 180days. When we informed them that our new location has waste services included Ashley did not state a written notice was required. In Oct 8, 2019 we emailed to follow up regarding cancellation and was informed by Melissa C we can't cancel. We were misled by Progressive that we were in a 5 year term not 3 and at that time we requested a copy of the contract which states 3 years. Melissa said we didn't mail in a written notice and was told we were automatically renewed for another year on Nov 16, 2019. I asked for a revised contract and Melissa told me that they don't have a new contract the old one is fine. We were not informed back in August to have a written notice when we emailed them and failed to inform us. Now they have automatically renewed us without our consent even though we asked for cancellation in August. Also for past 3 years we were charged Environmental surcharge of $14.41 and we were not supposed to be charged. Supposed to credit us back $518.76 instead Melissa only credit us 6 months. When I asked how much I need to pay to cancel contract it doesn't make sense for a one year renewal that I need to pay for 9 months worth of penalty. I think 3 months is fair for a one year contract and I i was in the 3 year contract 9 month is fair but not 9 months for a one year contract automatically renewed without our consent. I'm extremely dissatisfied with their service and how we were being misled with information and they were not being forthright.
Customer for this site signed a 3 year agreement with a 1 year renewal term. Site contacted WCC and advised they were moving locations. The WCC customer service team was willing and able to move this sites waste service to their new location as the site was still in agreement. In our terms and conditions it states that any request to terminate service must be sent in by registered letter. Having contract termination requests sent via registered mail ensures our customers that their letters of request have been received. August 2nd the customer emailed WCC and advised to not relocate the containers and leave everything at their current address until agreement is over. Our CSR was reviewing accounts and reached out to this site, and advised the cancellation process. Customer has all cancellation information in the CSA they were provided at the time the contract was signed in 2016. There is no ‘revised contract’ to give this customer. The only agreement they have, is the original. Since there was no term extension, there was never a revised contract created. As for the environmental surcharge, the site was credited back 6 months of the amount that had been billed in error. As per agreement, WCC will credit any billing error from current date to 6 months previous. When it comes to the 9 month liquidated damages clause, this is on all of our agreements. Any site that would like to cancel their service before agreement ends, pays this fee.
Complaint: ***
I am rejecting this response because:
When we reached out in August to Waste Connections regarding our wishes to cancel the contract renewal. We were MISINFORMED by Waste Connections with our contract expiration date back and fourth over last several months. I have attached screenshots from our latest email in Nov when Waste Connections advised our contracting not ending till Nov 2022 and another email in Oct stating our contracting ending in Nov 2019. Please review how confusing it is for the customer. I'm unable to attach all 13 images and attached 4.
When Waste Connections over charged us environmental surcharges Waste Connections was at first in breach of our contract and now we want to cancel they always refer to the "contract". Well the contract states we are waived the fees and I was charged for 3 years and only got credited for 6months. If a customer does not notice they will continue to charge the customer. Waste Connections is very dishonest and it seem if they are in the wrong their contract protects all their faults but not the customer.
Sincerely
Waste Connections of Canada reached out to this customer this morning in regards to their reply. We spoke with an employee that informed us the person who makes the decisions at this site is not back until Friday, and she will contact us then. WCC has followed up with an email asking for a call Friday so we can discuss the closure of account (dates/removal) and the situation at hand.
Misled on actual monthly fees! Absolute rip off. We are a residential household agreed to $41 per month for garbage and compost. No one reviewed or made clear that they could just increase the monthly rates in the manner that we were subjected to (it is listed in the contract but was not clear to us at signing). Last month of service was $80! Double the initial agreement. We signed with another disposal company for $16 per month with unlimited compost. How they can account for the massive difference in cost only suggests to me that they are completely ripping off the average customer. They also charge for drop off and pickup of the bins. I paid less money to supply my own bins for the new collection company. Do your research and never sign with this company!!!
We started with Waste Connections in June 2015. We were experiencing poor customer service in fall 2018 (a leap in our charges, irregular pick ups, and zero communication from our account manager) so I arranged a new contract with *** to take over the service. I made the error of not being familiar enough with the fine print, in that they charge 10 months of invoices to get out of the 5-year term - which at the time, in October, that would have been about $365/month or $3,650, which we couldn't afford to pay out. In November, our invoices shot up to $535/month. I was told there was nothing they could do unless we signed a renewal, which of course, I couldn't do, since I am now on contract with *** when our current contract ends (whose contract obligations are even worse). In January 2019, we were forced to start paying $765/month. This November, all of a sudden, we are now paying $1,035 per month. And if this past year is an indication of our future costs, I anticipate being invoiced $1,400/month by January 2020. I've been told repeatedly that these are reflections of increases in their operating costs and disposal fees and they could offer us the rate of $535/month again if we just renew. I cannot fathom how our 5 small totters for organics could possibly incur a 300% increase in disposal fees over the course of 1 year with the very real possibility of this increasing even further before our contract is out. I have not yet received a valid reason for this except for the *** customer service response above with no evidence. I fail to see how this form of extortion is even ***.
Tell us why here...
*** called in and wanted a reduction on their Organics service. Due to the rising cost of Organics disposal this past year, and years prior, it was not cost effective as a company to reduce their pricing to what it was in 2015. The ‘leap’ in charges is due to the increased cost of organics disposal. This is an increase that happens every year, (sometimes multiple times a year) in which each customer is made aware of when they sign the agreement. This is stated in our agreement terms. The previous sales rep the site was communicating with, no longer work for WCC, however the reason for this increase was explained to *** before the rep left WCC. Unfortunately, the site went ahead and signed with another waste hauler, as we were not able to fully reduce pricing. Once this rep left WCC, another rep took this account on and again offered this site new pricing with an extension of term. The price & term that was offered was agreed upon, but was not honored by WCC as the site did not sign the agreement provided. *** later contacted WCC and advised they would now accept this pricing and term if we can cancel the new term they signed with competing hauler, which we are unable to do. WCC cannot cancel an agreement that someone else signed, nor can we pay out this agreement for them. *** has received a new permanent rep in the last two months. On November 15th our rep was in email communication with this site and advised we were able to reduce part of their pricing as the site advised a decrease was needed. This rep back dated new pricing to Nov 1st for this site, and the site was happy with the agreement/arrangement. Our rep also went as far as removing the interest charges the site accumulated due to nonpayment.
we had a garbage pick up contract. I paid every month on time and at the price or over it. the company just increased the amount after the contract expired. they gave me a contract at a similar price to the one we had and I repeatedly tried to get ahold of my rep and no calls back. they charged me substantially more than we agreed yet the contract they finally gave me was similar to the amount I had paid. they seemed to want to just charge me whatever they wanted even though this amount was arbitrary and by far exceeded the amount they wanted me to contract at. I feel I don't owe them any amount as I can prove I paid each month
Tell us why here...
WCC contacted this customer to ask which site(s) they were referring to in regards to their complaint. Customer responded that it was in regards to two sites he pays the invoices for. Looking into this complaint & speaking to our account team and sales rep for the site, it shows that this customer has been short paying invoices. As per this customers agreement for both sites, they are to receive the disposal increases that are implemented each year. The rep for WCC has spoken to this customer in regards to the increase and needing to pay the full amount of invoices as per sites agreement. The amount owing is the accumulated amount that this customer has refused to pay over time.
Complaint: ***
I am rejecting this response because: wcc arbitrarily increased the amount that was owing. they almost doubled the amount and our contract had expired so they had no right to do so. after the fact they came to me with a new contract which set out a new payment schedule which was in line with what I was paying. their argument was that since we didn't sign that they can charge whatever they like. I have the contract which confirms the payment will be in line with what I am paying.
Sincerely
Tell us why here...
WCC has made numerous attempts to explain these increases to no avail. To Clarify, this customer is speaking about 2 separate sites in which they pay the invoices for. Both accounts has been out of contract since 2017 & 2018. Our WCC rep has tried numerous times to put this site on a new agreement so that the PI and any surcharges are made clear and unwavering for both parties. The customer declined to do so. Although the customer has been out of contract, all PI’s given have been in accordance with our WCC agreement, in which there is terms and conditions for customers who are on ‘Month to Month’ basis.
Our rep for this account is more than willing to make an appointment with this site and go over each line of business, and come to a resolution. As for the complaint about doubling their pricing, disposing organics has more than doubled over the last two years. If the site would like, the sales rep for WCC is more than willing to explain and provide proof of this.
Complaint: ***
I am rejecting this response because: I have tried so many times to review this with my previous rep trivhon but he either did not get back to me or ignored my calls. if he had have contacted me after my calls I would have cancelled their services. the contract they sent me states how much I need to pay and it is $283 for one building and 325 for the other. I don't know why they are different as it is the same service a 4 yd once per week, that is why I didn't sign. if you review the amounts it totals 608 per month. I have paid $257 per building. this difference is only 94 per month for both buildings. how did they come up with 3550 for one year since we have been out of contract except they are gouging. I am happy to meet with them anytime and if they do not I will be cancelling for the next year.
Sincerely
We have been with Waste Connections of Canada for over 15 years. Roughly 3 years ago we realized they started charging us $700+ when other companies were only looking to charge $250 on average for the same services. We gave them a call to let them know we were going to cancel because it was too expensive. They told us that we were not able to cancel because we didn't give them at least 3 months written notice before our contract was supposed to be renewed. We negotiated with them back down to a reasonable pricing and reluctantly agreed to another 3 year contract.
This bad experience, however, led us to decide that after this new contract was over we would be cancelling and going with a new company. We made note to send in a written cancellation letter (as requested by the company) delivered by *** and we made sure to require a signature upon receipt. This new contract was slated to end on January 6th 2019 so we ensured that the cancellation letter was sent out and signed for well before the required three months. It was signed for on September 21st by the waste management company (we have documentation providing proof of this).
We then received an email on October 15th 2018 from the company stating that they did in fact receive our letter requesting the cancellation of our account (this was from the Customer Service & Dispatch Supervisor, Casey Curtis). They tried to negotiate pricing again, however, we had already decided to move forward with our cancellation.
At this point we thought that our account with them was cancelled since they acknowledged us on this point, however, we continue to be charged and they have yet to remove their garbage bin from our property. We are never able to get a hold of them and when we finally did they stated that our attempt to cancel was no longer valid as it was not delivered within the window(?). Not 100% sure what they meant by this. They also said that they went and renewed our contract but have not sent us a copy. (we have never seen a copy of our contract from them in our entire time working with them)
We have a paper trail of all documents signed and sent as well as the emails sent and received from the company.
Initial Business Response /(1000, 5, 2019/02/04) */
The WCC team tried multiple times to contact this site once registered letter for cancelation was received. There was no returned emails or phone calls for quite some time. When any site requests a cancelation we always confirm the day they would like bin removed. We do this because some sites want their bin removed before last day of agreement, Some sites want bin removed on last day of agreement. When WCC did not hear back from site we decided to leave bin till last day of agreement, unless the site called and in and advised they would like removal sooner. The site has since contacted WCC and we have closed this account & removed the bins. Since there was no contact / confirmation back to WCC from customer till late, they did receive a January invoice as all billing is in advance. The current Jan 31 invoice is not for waste pick up. The January invoice has been revised & states the credits back on waste service. The invoice amount on revised is for the removal charges of all three containers on site (price of this stated & agreed upon in agreement) & the banned materials charge. Looking at the Jan invoice, all credits are listed and stated. If site is missing the revised invoice I am more than happy to resend this.
Site is fully closed / bins removed. If you have anymore questions or concerns please feel free to reach out.
Initial Consumer Rebuttal /(2000, 7, 2019/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I owned a duplex at ***, Vancouver until May 31 2018. Waste Connections had been paid in full for their services up to the end of May, 2018 as at May 2. I sold ***1. Notwithstanding the fact that I am no longer the owner, Waste Connections continues to send me monthly bills and at the present time Waste Connections thinks I owe them $445.34 for absolutely nothing in the way of services rendered. When Waste Connections bought *** Waste, they assumed a contract I had with *** dated February 18, 2016. That contract presumed I would stay their customer for three years, but there is no circumstance by which they are entitled to payment in the event I sell and move elsewhere. The entire paragraph #11 that deals with Failure to perform by customer was crossed out by ***. Unfortunately, Waste Connections so far seems blissfully ignorant of that fact, and maintains that I have some kind of personal contract with them by which I get to pay whether or not they perform any service.
I have written to them on numerous occasions, but am being stonewalled by Waste Connections.
Initial Business Response /(1000, 5, 2018/12/27) */
Looking into this situation it seems there has been a misunderstanding. Customer left the agreement before their term ended, therefore he received a letter advising that loss damages needed to be paid. After this letter was sent, the new owners contacted WCC and is working with a WCC rep to take over agreement as they are the new occupants of site. Previous customer will not be held to any LS charges.
Initial Consumer Rebuttal /(3000, 7, 2019/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately the left hand is unaware of what the right hand is doing at Waste Connections. I have received yet another invoice dated December 31, 2018, demanding $451.92 in what they refer to as Loss damages. That term does not apply in my case and Waste Connections might understand that fact if they were to read my contract with Progressive which they assumed on purchasing Progressive. I sold on May 31, 2018; I had paid in full as at May 2, 2018; they provided no services to me after May 31, 2018; ergo there were no loss damages.
Waste Connections needs to make a simple accounting entry to eliminate the $451.92 balance before it rolls over yet again at the end of January, 2019.
Final Consumer Response /(2000, 12, 2019/02/08) */
***Document Attached***
Dear Revdex.com,
Waste Connections contacted me several weeks ago and made a commitment to remove my name from their outstanding invoice regarding ***.
I suggested I would wait until their billing system rolled over at the end of January to be sure.
The new bill dated January 31, 2019 indeed still shows an amount owing of $458.60, but my name has been deleted (copy attached).
I am willing to let my December 10, 2018 Revdex.com complaint drop on the basis that Waste Connections have made this adjustment. Thank you very much for your assistance.
We have an Agreement with Waste Connections (formerly known as Progressive Waste) which placed limits on the rate increase for disposal services from year to year (at 2%). The only exception is for garbage disposal services which is based on tipping fee increases. In Dec 2017, the invoice was $1,345.75. In 2018, it rose rapidly to $2,044.16 by April - an increase of over 50% in a few months. Needless to say, my complaints were ignored. By Oct 2018, the invoice was $2,181.27. An now, the Nov 2018 invoice is $2,563.21 - an increase of 17.5%. This is in clear violation of the Agreement. Furthermore, the Agreement clearly states "Monthly service charge includes all surcharges and fees in the pricing policy. No other surcharges and fees shall apply." The current invoice has a "recycle processing fee" of $584.64. Again, this is clearly not in accordance with the Agreement. To compare, garbage fee is $708.43 in the same invoice. This "recycle processing fee" is significant.
We currently have the garbage bin emptied 3x per week (Mon,Wed,Fri). On Wed and Fri, the bins are less than 50% full so we wanted to change to 2x per week (Mon,Fri).
After making that request, Waste Connections claims that we often exceed the weight limit for our garbage bin and denied this request (or penalties will be applied). In the Agreement, the limit is 45 kg per cubic yard. They gave me a record of the weights recorded by their drivers for the past few weeks. According to their numbers, the limit will be exceeded for a 4 yard bin when it reaches approximately 35% full which is disturbing. The scale used to measure the weights are inaccurate or the driver intentionally inflated the numbers. We have security cameras on site so we can visually estimate the capacity of the bin when it's being emptied and their numbers are questionable and inconsistent. A logical explanation for their numbers could be that somebody is dumping heavy objects into the bin (like concrete blocks) almost every time the bin is emptied. This is unlikely because we could observe (in security camera recordings) what is dumped into the bin 24/7. A heavy object is carried to the bin in a much different way than a light object.
Waste Connections is in clear violation of our Agreement and denying simple requests to reduce the level of service and monthly fees where common sense should apply.
Initial Business Response /(1000, 5, 2018/11/20) */
Contact Name and Title: Shawn P
Contact Phone: ***
Contact Email: ***
Hello Mr.,
Thank you for your written concern and apologies for the situation you have experienced. A few points I would to cover. First off you are correct that the recycling market has experienced a massive increase in disposal costs. We are crediting your Recycle Processing fee per the language on your agreement and we will have to eat the additional cost associated with disposing of this until we can renegotiate at the end of the term. Also I wanted to touch on your concerns with volume vs weight....our trucks have excellent scale technology along with our tablet tech that is installed in the trucks to capture accurate weight data. As you mentioned and contracted we will use this averages over the year for conversations never per lift. That said I do disagree with your thoughts that a half bin or quarter full bin would be considered at your contracted weight as every bin and the product in it differs. We see on a daily basis bins that are office waste only can be pilled higher then the bin but be under the 45 kg per yd mark and also see bins with material that is moist and dense being only a quarter of the bin and its 100kg per yd. Pricing is based on weight not volume and when we dispose at the transfer stations we pay by weight not volume. Its the industry and how it works. That said we are taking your 3 x per week waste and are reducing it to 2 x per week but need you to recognize that we may have to have a conversation on it if it if the averages become higher then contracted allowed. This will take effect tomorrow. Thanks Mr. and I look forward to getting things back on track with you and your account.
Shawn P and Tivohn C
Initial Consumer Rebuttal /(3000, 7, 2018/11/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After conducting research on the approximate density of "garbage", I discovered in a United Nation Article that density of non-compacted garbage ranges from 150 kg/m3 to 200 kg/m3. After you do the conversion (1 m3 = 1.308 cubic yard), the density of garbage ranges from 115 kg/cubic yard to 153 kg/cubic yard. If we use 115 kg/cubic yard, the weights recorded by Waste Connections become reasonable. According to Waste Connections, our weights average out to about 100 kg/cubic yard (less than the lower limit). However, when a customer signs an Agreement without knowing the true density of garbage, the customer can be held responsible for exceeding the limits even when the bin is at 30% capacity or less - truly disturbing. Customers need to read the fine print and conduct a thorough investigation before signing any Agreement with any waste disposal company. Waste Connections in their "standard agreement" is truly deceptive - knowing full well that the density of garbage is much higher than 45 kg / cubic yard (2 to 3 times higher). They may *** say they don't know but it's their business to know (garbage waste disposal services). Waste Connections will always have this inevitable violation in their "back pocket" and bring it out whenever they need it - like right now (to make the Customer liable for exceeding the limit or use it during negotiations).
The Agreement was signed by both parties and suppose to be legally binding. Waste Connections chooses to ignore elements of the Agreement that will reduce the rates and eliminate extra fees but reinforce elements of the Agreement that could penalize the customer or increase rates (i.e. weight limits). This is wrong. However, since penalties may be levied at the end of this Agreement, we will keep the current schedule at 3x per week for garbage disposal.
However, I expect them to keep the disposal rates fixed for the remainder of the Agreement which are as follows:
$120.40 (cardboard at 4x per week)
$708.43 (garbage at 3x per week)
$201.91 (comingle at 1x per week)
$825.77 (organics at 2x per week)
--------------------------
$1,856.51 + GST (no "Recycle Processing Fee" or any other extra fees)
If Waste Connections refuses to agree with my terms and conditions, I will demand full reimbursement of the Recycle processing fee collected from March to November $4,090.72. If this dispute is not settled here at the Revdex.com, we will go to the next level in Civil Court and I will demand full compliance with the Agreement.
Most likely, I will change disposal companies at the end of the Agreement. There's really no point in signing another Agreement with Waste Connections when the company chooses to ignore it anyway. Waste Connections does not deserve an A+ rating at the Revdex.com.
Final Business Response /(4000, 9, 2018/11/23) */
Hello Mr.,
We appreciate your feedback and accept your terms. We will hold the rates above until the end of your agreement in Dec of 2019 . Thanks very much and have a wonderful holiday season to you.
Final Consumer Response /(2000, 11, 2018/11/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Cancelled my service back in Jan 2016 with and went with another company. Used BFI/Progressive/Waste Connections for 3-4 years, had my CC info and auto billed. I paid every 3 month in advance, last payment in Oct 15 2016 for $78.06 and a over limit charge in Nov.
NOW.. August 2017 I get a bill for $265 from Waste Connections? Did not know "who" they were and researched the connection to Progressive? Now in shock, they have not touch anything on my property since January 2016 and want $265?? I talked to a very nice lady in Sept and she agreed it looked like a billing mistake on their part. She could see service payment history every 3 months and service was stopped in January. She was going to look at it and get back to me. She said the CC on file expired in July (I updated info since). She agreed as she saw charges on my CC Oct 17/Nov 17 2016 and also agreed Oct payment covered to January. I received a response my account would be closed (great resolved).
Last week I get a collection notice for $365?? Absolutely unacceptable and unprofessional! No explanation, no nothing!! I have now called back several attempts/times and talked to a Maria who could not answer we and passed me to another person who has yet to call me back. Out of principal, it is total wrong.*** They did not perform any services for the $265
Waste Connections statement of values: Integrity... We define integrity as "saying what you will do and then doing it." We keep our promises to our customers, our employees and our stockholders. Do the right thing, at the right time, for the right reason.
Customer Service... We provide our customers the best possible service in a courteous, effective manner, showing respect for those we are fortunate to serve.
Initial Business Response /(1000, 5, 2017/11/16) */
Contact Name and Title: Shawn *** ADSM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@wasteconnections.com
Hello , Melissa has called the customer and left another vm advising him the account has been taken out of the collection agency and the amount owing written off. I believe the main issue here was a communication problem that left us no other option but to follow procedure to go to collections.
Thank you,
Shawn
I started to work with "Waste Connections of Canada" two months ago. I signed the contract, I received the waste bins, I paid the first (prorated) invoice and everything was fine until they needed to pickup my garbage. In the first month they didnt pickup once so I needed to stay with the bins full of trash an entire week and keep other boxes filled with trash for another week. When they came next week they picked up only the bins and they left the rest of the trash in front of my house. I called them and they said the driver of the truck was sick and they couldn't provide the service. Yesterday was the pickup day and they didn't pickup the trash again. I called today and I talked with Melissa *** She basically laughed in my face and she told me the truck was broken this time and they couldn't pickup the garbage. A this point I am a very frustrated and unsatisfied customer. I am writing this complain hoping that other people will see it and will not work with these king of companies. At this point I just want a refund on the last month I paid and a contract cancellation.
Initial Business Response /(1000, 5, 2017/09/26) */
Contact Name and Title: Shawn ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@progressivewaste.com
Dear *** ,
We sincerely apologize for the service issues you have faced with the start up of disposal collection with us. This is not the way we do business and we will take this away as a large learning's to correct what had gone wrong. As per your request we have already credited your entire account back as well as canceled the agreement with no penalty for you. Best of luck in the future and take care.