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:11/27/2024

  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 ordered a 20-yard residential dumpster from WIN Waste Innovations. Their website claims this holds 120 large trash bags or 8 pick up truck loads and is supposed to measure 23 ft x 8 ft x 4 ft 2 in. Once paid for, they delivered a 15-yard dumpster, which their website claims holds 90 large trash bags or 6 pick up truck loads and measures 15 ft x 8 ft x 4 ft 9 in. I called immediately to report that it was the wrong size dumpster. They had my husband measure it while they were on the phone and they admitted it was the smaller size dumpster. Their representative told me he will have them return the dumpster at no charge so we can finish getting rid of our garbage/junk. A few weeks later I received a bill for the full price of a second dumpster. I called and the representative told me the person picking up the dumpster was supposed to get a picture of the one that was delivered and report back but they failed to document their error (picture of the 15 yard dumpster). I told them that is not my problem and I was told we would not be charged. They said they would escalate the issue and someone would get back with me. No one returned my call and a few weeks later another bill came in the mail stating my account is past due. After my husband and I have spoken with multiple representatives over the past few months they are demanding full payment for a second dumpster, claiming we put more tons in the second dumpster than would have fit in a 20-yard container. We had no way to know what would or wouldn't fit in a 20-yard dumpster since we only received a 15-yard dumpster and then another 15-yard dumpster. This argument from the company is ridiculous. The fact that they admitted their mistake up front but want to blame the customer and fully charge me for a second dumpster is outrageous. I want the charge to be fully removed, or at minimum, to negotiate a much lower price if they continue to demand full payment, as this is their mistake.

  Business Response

  Date: 12/02/2024

  To whom it may concern, 

  My name is *******, and I am a supervisor here at the corporate headquarters of Win Waste Innovations ************** 

  I am writing in response to your complaint. 

  The 20 yd shown on our website is a model of our generic Win Waste Branded container. Do to acquiring other companies over the years, ***, ******, Big dog, City Carting ***. We have gathered quite a supply of 20yds that are not exactly those dimensions. The 20 yd pictured is what we would consider a 20 yd " Long". It gives you the length but shortens you on the wall height. Vs a 20yd short (High ) that would short you on the length but give you high walls to accommodate for 20yds of cubic space. I did confirm with our ops team, that you in fact received a 20yd container. It was not a 15yd as you claimed. Our **** on the phone, whom you have spoken to would not have known how to exactly identify what was brought to you without specific help from our team out in ** and what supply they had in stock. 

  With that being said, I would like to extend a credit/adjustment of the remaining amount on the account of $392.58. My thought is, is that if you had been given the exact container you ordered, you may not have needed the second can and there for, wouldn't of had to call as many times as you did. So, please ignore the invoice and we will look to correct this matter moving forward. 

  As a side note, please keep in mind, if you should order from Win Waste Innovations again, which I hope you do, to please reference or keep in mind, 20yd Long or 20 yd Short. This will help us and you identify a bit better and make sure all of these issues are prevented moving forward. 

   

  If you should have any questions, please give me a call at ************

   

   

  Customer Answer

  Date: 12/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:06/26/2024

  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.

  Win Waste Innovations did not pick up my trash since the middle of December 2023. The last bill I had is attached, it was paid in full. When they didn't pick up the trash, and we had it on my security cameras that it was not picked up for two weeks, I called and told them at the end of December 2023 I would no longer need their service because for over two weeks my trash had not been picked up. I now have ********. Win Waste choose to bill me for ******** February and March for services they didn't pick up. I had cameras at that time showing they didn't pick up the trash and in December I told Win Waste we had a different company. Win Waste said that I had to cancel a month in advance or they could charge us for the next month. I don't remember having any contract with them my payments were paid online. They bought out the company we had before they came in, I pay every three months. I refuse to pay for trash that wasn't picked up. We are an elderly and disabled couple on a limited income. I don't have money to throw away for a service I didn't receive.

  Business Response

  Date: 07/03/2024

  To whom it may concern, 

  my name is *******, and I am a supervisor here at Win Waste Innovations. 

  After review of our call logs and documentation, ******************************* called in on the 3rd of January to cancel services. upon listening to the recorded call, **************** advised our care agent that she did not want to deal with us any more after " Multiple Missed Pickups". After several attempts to explain to the customer what had happened, our agent advised that because she wouldn't allow us to correct the problem, that we would follow our cancellation process, as we do for all customers, and cancel their service for the end of the month. The account was closed down on 1/31/2024 as advised to the customer.  

  Due to the nature of the cancellation, the customer should have been responsible for all billing leading up to the 1/31/2024 termination date, as any other customer would be with any other subscription based services.  

  Our website states that call cancellations will take effect for the end of the month and services would still be available up until the end of that month. 

  However, as a courtesy, to hopefully satisfy the former customers needs, I will submit a credit on their behalf to get the amount pulled back from the third party and adjusted off the account. 

  this can take up to 90 days to do and approve. 

   

  thank you 

  Customer Answer

  Date: 07/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***************************

  I will only accept this agreement if the $66 is taken off the bill. You charged us and turned it over to a collection agency for ******** February and March. My wife called in December twice once she talked to someone, and second time no one answered. She had to wait to call after the 1st of January because of the holiday. I never knew about canceling and being charged for a month you never picked up. I should been given back the two weeks in December 2023 that you never picked up also.

• Initial Complaint

  Date:04/09/2024

  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.

  Acct # 33-36881 Cancelled service via phone on 1-4 because they picked up trash from neighbors but skipped us even though we were paid in advance. Follow up conversations as follows: (3) emails on 1-8 An email on 2-29 (2) emails on 3-14 An email on 3-19 Received an invoice last week for ($50). I would like for them to refund all the payments that were made in advance as well as the month of January. Should be around $125. Oh, and pickup their container from behind my house. I have put it out twice and it was not picked up.

  Business Response

  Date: 04/10/2024

  To whom it may concern, 

  My name is ******* and I am a supervisor here at Win waste innovations and I am writing to let you know that we have cancelled the account, effective 1/31/2024 and processed the credit accordingly. The credit is currently posted to the account in question and we are currently waiting on our Accounts Receivable department to cut the check. 

  We have asked to expedite the process as we know the process can be lengthy and know that you have waited for some time already. We apologize for any inconvenience this may have caused but are looking to correct this matter asap. 

  Thank you 

  ******* 

  Business Response

  Date: 04/29/2024

  To Whom It May Concern:

  A payment via check was just sent to this customer on 04/24/24 (remittance attached) for $75 as per the initial request. 

  If you have any further questions please let us know. 

  Thank you 

   

   

• Initial Complaint

  Date:10/06/2023

  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 past Monday, October 6, my trash pick-up was missed. I reached out to WIN Waste via text on Tuesday and received a response stating that my trash pick-up would be rescheduled for Wednesday. First thing Wednesday, I sent a reminder and asked to confirm that my trash would be picked up. I live in a subdivision where we are not permitted to leave dumpsters at the road for extended time. The representative assured me again that the trash would be collected. As the day progressed, I reached out again because the truck still hadn’t arrived. The representative informed me that they work until 7pm and that they would be there to pick up my trash. My trash was never picked up. I reached out Thursday and they said the driver was not available on Wednesday but that he would be there on Thursday. I was refused a bill credit because they said that they were performing a “service recovery pick-up”. Thursday, about five minutes before the close of their business, I sent another text to let them know that nobody had arrived, but that text went unanswered. Today, Friday, October 6th, I reached out again. Yet again, I was assured that a driver would be here today. It is now 4:09pm and nobody has shown. I’ve had dogs trying to get into my overflowing trash at this point. I’ve communicated that I can’t wheel my dumpster back and forth each day due to a procedure, so I need them to keep their word. It is horrible customer service to over-promise and under-deliver, day after day, for an entire week. I spent two hours on an unanswered hold today when I called, and had to leave a message. I have a screenshot of the hold time. I’m frustrated because they bought out the other service contracts locally, so they are taking advantage of their customers, since there is no other company we can give our business to. I would like to see this company held accountable for providing better service as many in my community are experiencing the same.

  Business Response

  Date: 12/18/2023

  Good morning,

  After receiving this complaint from the BBB and Customer, we have tried several times to reach out to the customer. My Residential Supervisor Tried to reach out to her on 12/6/23 and was able to at this time leave a VM message. We have received no response back. I also have attempted to reach out to her by phone as well on 12/14 and 12/15 as another member of leadership by phone same days, and we were met with a VM box that was full and we were unable to leave a VM message for her. We have determined that there was a laps in service and since there has been no communication from the customer, we did go ahead and put in a free month of service for her in the hopes of elevating the frustration with the laps in service and to let her know we intend to service her as promised moving forward. 

  Thank you 

  Rachel Denton

• Initial Complaint

  Date:08/01/2023

  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 have made several attempts in getting the local Win Waste affiliate to pick up their trash container once I discontinued using their service. I was told by a local rep from Win Waste Heath on July 10th that my container would be recovered by the end of July. It's been sitting at the end of our driveway-per their instructions since that phone conversation. I contacted the same office on the 28th of July to remind them of the pick up and was told they would get to it when they could.

  Business Response

  Date: 08/09/2023

  Thank you for bringing this to our attention. Our records reflect we picked up the container on 8.2.23. We apologize for the delay.  The account is canceled out. Everything has been updated. if he has any additional questions, he is welcome to reach back out to us and we will be happy to assist him.  

  Customer Answer

  Date: 08/12/2023

  I accept the business's response to resolve this complaint.