WASTE CONNECTIONS LONE STAR - WACO — Local services in McGregor

It's been 2 weeks since our trash has been picked up! The 1st time 1 called I was "scolded" for waiting more than 24 hours to call and question why my trash had not been picked up. I was told that it was human error that we were missed and that all trucks were gone from my area and I would have to wait until the following week for trash service. I requested a call from a supervisor and was told that it could take up to 24 hours for a return call, 9 days later and I still haven't received a call! I was also told that she would put a credit for the missed week on our account. I started calling on Wednesday (8-22-18) to make sure our trash would get picked up and I was assured that all was good. Wednesday night, I still have trash! I call Thursday morning and the lady apologizes and checks the records and there is no note about any problem so she puts me on hold and tries to call the dispatcher, no answer. She put in a work order to make sure that they got our trash picked up. I also asked about the credit for the previous week and she didn't see anything about it on the account. She put in for the credit on the account. Thursday night, I still have trash! I call Friday morning and the lady looks at our account, sees all of the previous notes and the request for credit for the missed week but nothing about a problem with route or why our trash had not been picked up. She put in an EXPEDITED request for a supervisor to call me and get our trash picked up. I waited 5 hours and hadn't heard from anyone so i called back. The lady that answered the phone reviewed the notes on our account(again) and called the dispatcher and comes back on the line with me and tells me that our trash was not in the correct spot. I told her that it is in the same spot that it has always been in for over 15 years of trash pick up. Then she talked to the dispatcher and comes back and says that our cans were too close to a pole and the truck is an automatic pick up it couldn't get to the cans because of the pole. THERE IS NO POLE! She finally transfers me to the dispatcher directly and my husband spoke to her and she finally told him that she was going to send a supervisor out to evaluate the area where we put our trash for pick up so we can resolve the issue and that it would be at least 5 o'clock. I called back a little after 4 to confirm that someone would be coming and the lady that answered the phone called the dispatcher (She wouldn't let me talk to her again) and came back on and told me that they couldn't give us a certain time because the driver that she was sending to take pictures of the area our trash is in had to finish his route 1st and it would be at least 6 o'clock. I confirmed that since it was a driver coming(instead of a supervisor like my husband had been told) he would be picking up our trash while he was here. She said she felt sure he would because it was so expensive to send a truck out that it only made sense that he would pick up while he was here. It is now 10:25 and no one ever showed up! I STILL HAVE...

If I could give this company negative stars, I would. Communication in this company is non-existent. So, we have paid our bill. Never late, every month, on time. We had some remodeling going on, and we used Access disposal for their GIANT dumpster. But we still kept our service turned on with Progressive for our normal every day trash. We had this dumpster for 8 months roughly. Well, the dumpster got removed last week after the remodel was complete, and we started using our normal bin regularly. Well, I went out at the end of trash day to pull the bin up to the house, and guess what? It was gone. -_-. Bill still paid, nothing changed, but I guess they just felt the need to take it. Called them and they said "We dont have a "work order" ,(oh those famous words everyone is used to hearing from them), for them to pick up your bin." Well lady, figure out why it's gone then. So she told me "I'll put in a "work order" for a new one and get one to you as soon as possible." I thought that meant maybe like two days. Okay, so then comes Friday (Wednesday is trash day in whitney), and still no bin. My boy friend calls again and asks them where the bin is and they say " They didn't tell you last week that it's going to take 3-4 weeks to get a new bin, so just put your trash on the curb, or in another container and we will pick it up" what do you mean 3-4 weeks?! We are paying customers!! Have been for 2 years! So He requested to speak to a supervisor, and they say he will call him back. It is now Wednesday again, trash is in a black bin outside clearly visable, STILL not picked up! Andrew called back requesting the supervisor again. They said that he left 1 1/2 hours early and still has 4 other call backs to do. So, the gist is we still have no bin, trash is still here, and the supervisor hasn't called us back, and apparently there's still like 2 work orders... I think. Idk. But I'm gonna be looking at a different company, because they dont care about their customers. It's amazing that if you sign up for new service they bring you a bin the next day, but not for existing customers. I feel like every time someone signs up for their service they come and take the bin from old customers to give to new ones so they will stay customers but dont care about their already existing...

Sadly, they are going downhill. They were skipping us at least once a month and their bill keeps going up. When you call about your trash not being picked up, they often did not know the route was not done. The app would show it has been done, and the schedule would change for the next week. The bill was at $50 for the month which is absolutely ridiculous for the service you get. We have switched to a competitor and the bill is only $32.00 for the month. Waste Connections says they can match it but then they add all sorts of fees. So yes, the base rate was going to be $32. but with fees it was back up to $48. Now we have had our trash can sitting outside to be picked up since Wednesday May 28, 2025. as of June 13, 2025, it is still there. I have called multiple times, and they give you the same excuse. They use a third party to pick up the cans and they are way behind. You ask who they are, and they say they do not know. You ask for a MGR and they are not available. Last week the Bell Country mowers came by and hit the can. they messed it up pretty good. I called the Waste Connections just after it happened. The girl could care less about the can and said its the company they use to pick up the cans fault since they have not picked it up. I did agree. This may be a good company if your not on a rural route, but our service was horrible and very expensive. Today I called the corporate office, The customer service person stated it was extremely poor service to not pick up the can sooner. Today when I called, I informed Christina that the call was being recorded, and she stated all their calls are recorded. Since they have taken so long to pick up the can, there will be a $5.00 charge every day until it is picked up. She said OK and will try to get someone out there. When I spoke to the corporate office I did notify her of this phone call. They know there will now be a charge of $5.00 until it is picked up from today June 13, 2025. She said she will have a MGR call me today and see if they can get someone out here ASAP. Let's see how high...