ComplaintsforWaste Management

• Initial Complaint

  06/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am trying to cancel service with this company. I have never in my experienced this. I have spent hours on hold. Every time I speak with someone they say they need to transfer me and hang up. I have opened ticket with their help system and they immediately close the tickets. When I chat with their reps online they refer me to a phone number, and no one ever picks up or if they do they say they need to transfer me and I never get anyone on the line.

  Customer response

  06/25/2024

  Better Business Bureau:
  
  This letter is to inform you that Waste Management has carried the resolution it proposed for my complaint, filed on 6/25/2024 and assigned ID ********. After multiple attempts and several days I was finally able to get a hold of a rep after being on hold for over 45 minutes.
  
  Regards,
  
  

• Initial Complaint

  06/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  WM website does not clearly identify what type of waste and trash can be picked up. I cleaned up my lawn and garden and had bags of yard waste and mulch. I called and got a clear direction of how to dispose of such from agent on 6/13/24 for 6/14/24 pick up. I followed instructions and had assistance setting the bags at the curb. The first pick up guy put a sticker saying no bugs on bag. Called agent apologized and sent someone back out, 2nd pick up guy put sticker saying mulch is trash. Called back on 6/17, supervisor said notes say dirt and mulch. I explained no dirt, just mulch and I cannot lift bags alone which is why I called on 6/13 and followed agents instructions. Supervisor said will send someone out 6/18, no one came out at all! Called 6/19, supervisor now saying no much pick up. I asked how does everyone else w lawns in neighborhood dispose. She couldn’t tell me that. I said sup Told me someone will come on 6:18 and that didn’t happen even tho note was left. My cameras says WM is lying. I told sup I’m being blown off by your entire team and previous sup said no need to put in trash bags, they will note account to pick up lawn bags as trash on 6/18 which did not happen. WM has given false direction and failed promises all week and no leader wants to take responsibility for their failed instructions and promises. I explained several times I followed your instructions and I can not lift bags alone now. First no bugs, but you’re a garbage company, then said mulch is trash, then said it was dirt in notes which was a lie, then said we don’t accept mulch now, then said we came out but lied, now saying we need you to put in a garbage bag and we will accommodate as a courtesy. This is a service I pay for and rarely use and when I try to, no one from the fields or office wants to do their job. I’ve been blown off and disregarded and this is unacceptable customer service from such a large company. Supervisor told me nothing they can do and can’t escalate issue.

  Customer response

  06/21/2024

  Better Business Bureau:
  
  This letter is to inform you that Waste Management has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/19/2024 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I work for a company that has a rental house that the service was recently switched from the City of WM (Waste Management). I'm trying to set up WM for payment but their customer service just transfers me or disconnects me after multiple times/hours on hold. I have a simple request, I want a W9 for who we are paying, WM Corporate Services, Inc. No one seems to be able to provide me with one and I get no where other than the service disconnected. Can someone please call me and send me a W9 for WM? My email is **************.com

  Business response

  06/25/2024

  June 25, 2024
  
  Better Business Bureau complaint # ********
  WM Account # ************
  
  Dear Jennifer,
  
  Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with obtaining the W9.
  
  I reached out to my billing Supervisor Monique, and she provided me the attached W9.
  
  We apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.
  
  If we have not addressed all your issues or something arises, please call us at 713-512-6200 option 3, and we can review immediately.
  
  
  Very Respectfully,
  Chanthall C.
  Customer Experience Agent- WM Cares
  

  Customer response

  06/26/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I payed for a yard waste bin for the season like I have for the past several years. We are 9 weeks into the season and I have had to call 7 of the 9 weeks because the company, either doesn't come at all or lies about why they couldn't pick it up. Either way, I am paying for a service that isn't being provided. I have called multiple times with little to no resolution. Today they offered a 12 dollar credit to my account. I would rather they just perform the service that I have paid for. Never had an issue with them until the city took over and now it's a head ache and wish I had other choices beside this lousy company.

  Business response

  06/20/2024

  Charles, thank you for reaching out to us and we apologize for the inconvenience. We are currently reviewing your account and will be in contact to discuss further.

  Customer response

  06/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  They have told me in two separate calls someone would call me back. It has not happened either time. I don't feel by them typing it will be any different then them saying it over the phone. 
  
  
  Regards,
  
  
   
  

  Business response

  06/28/2024

  June 28, 2024
  
  Dear Charles,
  
  I apologize that you experienced issues with your yard waste service and appreciate the opportunity to address your concerns. Murtise spoke with you on 6/28/2024 and confirmed your yard waste was service on 6/26/2024.
  

  Again, please accept our apologies for the frustration caused by this situation.
  

  If you would like to discuss this more, please call us at 713-512-6200 option 3, and we can review it immediately.
  
  Very Respectfully,
  Chanthall C.
  Customer Experience Agent- WM Cares

  Customer response

  06/28/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We had garbage removal services through ******** Haulers. We found out that they were to be taken over by Waste Management on May 1, 2024. Our previous experiences with Waste Management have been awful. I called and canceled our service with ******** ******* on April 24, 2024. I was told to leave the trash cans by the side of our garage and they would be picked up within 10 business days. I called and started services with Aspen Waste the same day. They delivered our trash cans on April 26, 2024. Our first garbage pick up with them was on May 3, 2024. We waited the 10 business days and went on vacation during that time. We returned from vacation on May 18, 2024 and the garbage cans from ******** ******* were still at the side of our house. I have called Waste Management multiple times each week since returning from vacation to request they pick up the garbage cans from ******** Haulers. Each time I have been told to leave the cans at the end of our driveway and they would be picked within a couple of days. It has been 7 WEEKS since I canceled our garbage service with ******** Haulers. We still have the garbage cans sitting at the end of our driveway. Today we arrived home from work and it appeared that Waste Management tried to empty the empty garbage cans. We want the garbage cans removed from our property within the next couple of days.

  Customer response

  06/14/2024

  Better Business Bureau:
  
  This letter is to inform you that Waste Management has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/13/2024 and assigned ID ********.
  
  Regards,
  Julie *******

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I live in the town of Boston, NY. Our taxes pay for garbage disposal thru Waste Management where we are alloated 3 free bulk items a month that can be scheduled for the first Thursday of the month. I scheduled bulk item pickup 5/30/24 for 6/4/24 for a refrigerator, ticket #******. This is one of the allowed bulk items. It is now 6/12/24 and the item has still not been picked up. I have called every single business day including twice on the 6/7/24 and have been told it's scheduled for pickup, there was an operational error that caused delay. It's an appliance truck that is coming to pick up my item, not the same as garbage so they have til 6pm. I was told on 6/7 the route manager will call me, never happened. Yesterday, 6/11/24, I spoke with a supervisor who assured me it was being escalated and would be taken care of, again didn't happen. I called today and spoke with a supervisor who now informed me my item wasn't even scheduled for a truck to pick it up today but the ticket is open from yesterday. This doesn't even make logical sense to have an outstanding ticket not scheduled. I feel like I have exhausted all possible options and keep getting told lies. There is no reason I should have garbage sitting on my lawn waiting to be picked up for a week now. I am embarrassed this is still on the lawn, huge eyesore and beyond frustrated with the amount of time spent trying to resolve on my own. Please review this complaint and take action to pick up my garbage.

  Customer response

  06/12/2024

  Better Business Bureau:
  
  This letter is to inform you that Waste Management has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/12/2024 and assigned ID ********. I can confirm my item was picked up after filing.
  
  Regards,
  
  

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi, I would like to submit several complaints. Nobody probably cares because we are a township, and you already have our business. However, we are very upset. My husband called on 6/5 @2:38 (717-579-8933) and spoke to an agent who said the cans have no weight limit. She was very wrong. So they didn't take our trash; now, mind you, our deep freezer died, so our trash is filled with rotting meat. They didn't take our trash. I called 6/6 @ 10:26 am (717-215-0894) and spoke to a manager who told me the limit is 100-120 pounds, I asked why the sticker says 40 pounds, she didn't know. She was going to check on our pick-up; she called me (6/6 @12:32) and left a message saying trash would be picked up at the end of the business day. It wasn't, so this rotting meat is smelling up the neighborhood. My husband called today and was told no notes or pick-ups were scheduled, but the rep assured him she would do it. And guess what? The trash still hasn't been picked up. So the neighborhood continues to stink, and I'm hoping no animals decide to get the trash. I'm not sure who else to call because, so far, every agent has lied. Any other suggestions? I tried submitting this on the website, but it doesn't even allow you to hit "submit".

  Business response

  06/13/2024

  June 13, 2024
  
  
  Better Business Bureau complaint # ********
  WM Account # 00029-*****-*****
  
  
  Dear Melody,

  I apologize that you experienced issue with your trash not being serviced and appreciate the opportunity to address your concerns. After a review, Murtise attempted to reach you via phone but was unsuccessful. Please provide the best number and time to reach you or you may call us at the number listed below so we can address any outstanding issues. Again, please accept our apologies for the frustration caused by this situation.
  

  If we have not addressed all your issues or something arises, please call us at 713-512-6200 option 3.
  
  Very Respectfully,
  Chanthall C.
  Customer Experience Agent- WM Cares

  Customer response

  06/14/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  06/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I recently moved and have been trying to set up new service at my new address while still maintaining service at my previous address. Throughout this process I have spoke with live agents. Called 4 times , and have been put on hold for over 3 hours in the span of about 4 days. I tried going in, in person to their location in Hillsboro, however come to find out they’re headquartered in Houston, and only have Land fills in Oregon. Long story short is has now been 4 days and over 6 hours spent trying to set up such a simple request. I have even lost time off of work for this, and now I find myself dealing with maggots on my brand new home ! Please help and please take peoples time more serious as it is the one thing we can not get back on earth! And I STILL don’t have disposal service !

  Business response

  06/13/2024

  June 13, 2024
  
  Better Business Bureau complaint # ********
  WM Account # ************
  
  Dear Eli, 

  Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with reaching customer service to set up service.
  
  As we discussed we reported the issue with the long hold times. We also confirmed the account was set up via email communication with our Agent. My operations team confirmed the delivery was completed June 13th.   
  
  We apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.
  
  If we have not addressed all your issues or something arises, please call us at 713-512-6200 option 3, and we can review immediately.
  
  
  Very Respectfully,
  Chanthall C.
  Customer Experience Agent- WM Cares

  Customer response

  06/24/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  06/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been trying to cancel my service through Waste Management and they avoid helping me. I was told I would receive a call back in 10-15 minutes. I have not heard anything from the company and have been billed $366.85 for my annual service, which is due on 6/15/24. I have reached out to their chat support and they direct me to a phone number that does not answer. Given the inability to cancel service, I am requesting that the company cancel my service and waive any fees that may result from them refusing to take cancellation calls.

  Customer response

  06/06/2024

  Better Business Bureau:
  
  This letter is to inform you that Waste Management has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/6/2024 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  06/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have cancelled my garbage collections services from Waste Management and paid my final bill up to the time of the expected final pick-up on the same call. Although they did not pick-up on the final day that they were supposed to pick-up my garbage, they instead sent me a past due bill a week after the service was cancelled. Since I was out of the country at the time I sent them an email about the missed pick-up and the invoice. When I returned I got a harassing robocall about the "past due" invoice. I immediately called them and after an hour on hold, I spoke with an agent who after discussing the details of the situation for more than 30 minutes, she assured me that the invoice would be zeroed out at the next cycle. She refused to provide me with any confirmation of that or with an email address that I could contact if that was not the case. Needless to say, I have continued to receive past due notices about the "unpaid balance", although now it has been somewhat reduced. They have given me no way of contacting them without having to wait nearly an hour on hold. I've already spent nearly 4 hours trying to get them to resolve this issue. Not only do I not owe them any money, but in fact I should be paid a refund since they failed to pick-up my trash on the final day that I paid for the service. My account # with WM is ***************. And the address that they were servicing is ** **** ***** Drive, ********** ****** ** *****. I'm glad to be rid of them as my garbage collector since they never provided all of the pick-ups that I paid for. (And they also damaged my bushes by taking a short-cut to the garbage pick-up area. They had agreed to send a manager out to look at the damage and to compensate me for it, but consistent with their poor service, they never did what they said they would do.) Thanks for your help in this matter. Regards, Bob ******

  Business response

  06/13/2024

  June 13, 2024
  
  
  Better Business Bureau complaint # ********
  WM Account # 00002-*********** 
  
  Dear Robert,

  I apologize that you experienced issue with billing and damage to your bushes and appreciate the opportunity to address your concerns. After a review, Murtise attempted to reach you via phone but was unsuccessful to confirm our District Manager spoke with your wife regarding your concerns and she was satisfied with the resolution.  The balance on your account is zero.  Please call us at the number listed below so we can address any outstanding issues. Again, please accept our apologies for the frustration caused by this situation.
  

  If we have not addressed all your issues or something arises, please call us at 713-512-6200 option 3.
  
  Very Respectfully,
  Chanthall C.
  Customer Experience Agent- WM Cares

  Customer response

  06/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action may not resolve my complaint.  The two times before when I spoke to them about this issue I was told both times that my account would be zeroed out.  And yet I received more notices about a balance due, each time more threatening.  So until I actually receive a notice with the invoice showing it paid in full they have not yet satisfied me.  And they also have to assure me that the erroneous "past due" notices were never filed with any of the credit bureaus.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,

   

  Robert ******
  
  
   

  
  

  Business response

  06/18/2024

  June 18, 2024
  
  Hello Robert,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration you've experienced with receiving invoices after your account was closed with us.
  
  We understand the inconvenience you've faced and want to assure you that addressing your concerns is a top priority for us.  Larry ****** spoke with your wife on 6/12/2024 and confirmed that a credit adjustment was issued bringing the account balance to zero.   She also said not to worry about the bush as it is growing back just fine.
  
  I want to assure that past due notices were never filed with the credit bureaus.  Also, I sent you an email to rl******@gmail.com with a snapshot of your closed account current balance showing zero due.  We do not send revised invoices on closed accounts.
  

  Please know that your feedback is invaluable to us, and we're committed to using it as an opportunity to enhance our services.
  
  Once again, we apologize for any frustration caused by this situation. Your satisfaction is important to us.
  
  If we have not addressed all your issues or something arises, please call us at 713-512-6200 option 3, and we can review immediately.
  
  Very Respectfully,
  Candace E
  Customer Experience Agent- WM Cares

  Customer response

  06/26/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

*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. ↩