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Waste Connections

9904 Fm 812, Austin, Texas, United States, 78719-9641

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Over the past 20 or so years, the areas outside Dripping Springs have been served by several different garbage pickup services. The latest one is Waste Connections. I wish I had kept records about its services (or lack thereof) from the beginning but I foolishly thought it would improve over time.
Since October 2018, this company has hardly gone one week without some sort of “unforeseen circumstance” which prevents them from collecting the trash and/or recycle on their arranged day. Most often, it is the recycle that gets left behind. Then homeowners get an automated call the night of our pickup day telling us that they won’t be coming. As if we had not already figured that out. Right now, our garbage was picked up this past Thursday (the right day!) but the recycle is still sitting there. Thursday is its day also. Got a call Thursday night saying that we would not have recycle picked up until January 24....a week late....and then to make up, they will get again on the 31...a week early! After that they will resume their “normal schedule” which they clearly DO NOT HAVE.
I have called them and their level of customer service is fairly low. I have asked to have my bill adjusted for lack of service. Nothing has worked. It is a real pain in rural areas for this to happen. Many people live some distance from their gate where garbage is left out. When it is not collected, animals get into it, the wind turns over cans and the contents are spilled onto the ground, creating a health hazard for the environment.
We don’t have a lot of choice about our garbage pickup, especially if you want to recycle. Thousands of households are affected by this company lack of services. Even applying the word “service” to them seems to be a stretch. Thanks for your help.

This company sends out quarterly billing statements with a due date stating “Upon Receipt” Then charge a $35.00 late fee when your late paying (whenever that is). When I called to ask why there
was not a due date to go by (remember this quarterly billing) they told me that their old statements showed “upon receipt” but my statements now should have a due date. They then sent me a copy of my statement from last billing cycle with a due date posted. After seeing this statement they sent , I scanned and sent them a copy of the same billing cycle statement I originally received ans told them that I in fact am not receiving these other statements with a due date shown. This occured in March and April of 2018 and today, November 20th 1018, I am still receiving the same “upon receipt” statement ( that they say does not exist anymore) with a new $35 late charge. Every bill I have ever received has always had a due date and most have their late payment policy shown as well.
I really believe they purposely do this to force you to do autopay.

Waste Connections Response • Dec 10, 2018

Hello,

Please see the attached document for my response. Please let me know if further action is required. Please let me know if any further assistance is needed.

The company recently went on their rates which I came aware of when my bill arrived. There was no communication as to the increase before or since and no explanation on the bill itself. I have called the customer service line multiple times. Several times I have held for over 40 minutes and no one answers before I finally give up. Other times I have made it through to a general voice mail where I left a message, but I haven't received a return call to date. I've tried emailing their customer service to no avail. I want to know why there was an increase in my bill. I was hoping to reach someone with Waste Connections for some clarification before I submitted payment for my bill, however because it's been so long I went ahead and paid the invoice today.

This is all in addition to the times they haven't picked up my trash at all.

Waste Connections Response • Jan 05, 2018

Good Morning Mrs.,

I would first like to apologize for the long hold times and delayed response. Due to recent route changes in other areas as well as the recent holiday’s we have been experiencing higher than usual call volume. We are working on some changes to our phone system that will allow customers to utilize a callback feature rather that waiting for an extended period of time. I would be happy to explain the recent increase in your invoice.

As you may know the cost of operating can go up from time to time. In the recent months landfill disposal fees and equipment maintenance costs have increased and unfortunately as these operating costs are increased our rates are adjusted accordingly. Should you have any questions or concerns in the future you may contact me directly via phone ***-***-*** or via email. Please let me know if you need any further assistance.

Since Progressive Waste took over form the prior disposal company, the service has been horrible. My trash is to be picked up every Monday. During the first to weeks of service, my trash sat at the end of my driveway for 3 days. I live in the country, so animals began to tear of the bags and spread trash around the front of the property. And, after the trash was not picked up on the designated day, I was having to haul trash bags down the driveway to put out by the trash container for 2 days. I made a call on the first day of the new service to confirm that the trash pick up day remained the same. After being on hold for 20-30 mins, I finally was able to talk to a representative. She asked if I had extra bags out by the trash bin. I said "No, and that all the neighs around me still had trash sitting out as well". I was told that weather had prevented pick up that day, but Monday was the day for my pick up area. The following Monday my trash sat by the side of the road until Wednesday at 5pm. The next week the trash was picked up. Then, yesterday, my trash sat there all day. I have attempted to call, but the wait times are 20 -30 mins.
This is the WORST service ever.

Waste Connections Response

Good Afternoon,

I would first like to apologize for the delayed response and inconvenience. I just realized the email alerts were going to my spam folder.

We did acquire this account through our most recent acquisition 7/1/17. We have worked diligently to improve the routes that we acquired. We did a reroute to improve on efficiency and service that went into effect 10/16/17. We understand that some customers did experience some service issues and have worked to non-stop on resolving those issues. We have issued 2 months a credit ($58.62) for any inconvenience that we may have caused during this transition. Again we truly do apologize for any inconvenience and appreciate the opportunity to continue to serve you.

Waste Connections Response

Good Afternoon,

I would first like to apologize for the delayed response and inconvenience. I just realized the email alerts were going to my spam folder.

We did acquire this account through our most recent acquisition 7/1/17. We have worked diligently to improve the routes that we acquired. We did a reroute to improve on efficiency and service that went into effect 10/16/17. We understand that some customers did experience some service issues and have worked to non-stop on resolving those issues. We have issued 2 months a credit ($58.62) for any inconvenience that we may have caused during this transition. Again we truly do apologize for any inconvenience and appreciate the opportunity to continue to serve you.

Customer Response

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Regards

Customer Response

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Regards

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Address: 9904 Fm 812, Austin, Texas, United States, 78719-9641

Phone:

3654000 0 0
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Fax:

+1 (512) 280-1099

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