Business Profile

Garbage Removal

Waste Management

Headquarters

This business is NOT BBB Accredited.

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This business has 3 alerts

Pattern of Complaints

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Complaints

This profile includes complaints for Waste Management's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,819 total complaints in the last 3 years.
960 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/07/2025
Type:Customer Service 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'm unable to cancel my Waste Management service. Waste Management online customer service says that they are unable to cancel service and that I have to call ************** to cancel service but no one answers the phone. I've tried multiple times over the past two weeks. I am actively on the phone while filling out this complaint. I am currently on the phone on hold for the past 2 hours and 52 minutes and counting.
Business Response
Date: 05/09/2025
05/09/2025

Better Business Bureau complaint # ********
WM Account # ************

Dear ***********,

Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with getting your services cancelled.

After review, you spoke with ***** on 05/07 and he was able to process your cancel request. Cancellation is set for the end of August. Please have your containers avaliable and visible on 08/28 so we could remove them for you.

Once again, 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 ************ option 3, and we can review immediately.

Very Respectfully,

**** *.
Customer Experience Agent- WM Cares
Customer Answer
Date: 05/10/2025
[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
Date:05/06/2025
Type:Product 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 canceled my WM trash service the end of February 2025 at ********************************* due to moving into a new home March 1, 2025 (NEW ADDRESS) *******************************. I received a bill from WM in the amount of $39.98 for February ******* service period. I then received a bill for $73.67 for ************* period. I thought that was my final bill (invoice dated 03/21/2025 due April *******). I then received another bill total due of $113.65 due date May ******* which I paid on May ******. Today May ****** I called to make sure my services were canceled and they had NOT been. I spoke with ****** or ******* which informed me of a cancellation fee. I expressed that I will not be paying any cancellation fee when my services were supposed to be canceled in March. The *** wanted to make sure the dumpster would be curbside for pickup. I told her the house is occupied by a new owner and I cant go on the property. She said the dumpster would just remain there but services would be canceled. I told the representative that I have not lived there and am under a new lease as of March 1st. I was told that the fee would be waived and services would be cancleled. I was told a forwarding address was not needed for billing,and that we are on a recorded line. I was charged fees when I had already canceled service and should be refunded any fees after March 2025 minus cancellation fee and services completely canceled!
Business Response
Date: 05/07/2025
May 7, 2025

BBB Case # ********
WM Customer ID: ***************

Subject: Resolution of Your Account Cancellation and Refund Request

Dear Ailsa,

Thank you for contacting us and for your patience while we reviewed your concerns. I understand how frustrating it must be to continue receiving charges after you requested to cancel your service in February. I sincerely apologize for the inconvenience and confusion this has caused.

As we discussed during our telephone conversation today, after reviewing your account, we found that your cancellation request in February 2025 was not properly processed by our agent. We take full responsibility for this oversight.

To resolve this matter, we have submitted a payment reversal in the amount of $113.65 for the charges incurred after February 28, 2025. Please allow up to ************************************************* your account.

We truly value your feedback, as it helps us improve our service. If you have any further questions or need additional assistance, please dont hesitate to reach out to us at ************, opt 3.

Best Regards,
Murtise H.
Customer Experience Agent- WM Cares
Customer Answer
Date: 05/08/2025
[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
Date:05/04/2025
Type:Customer Service 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.
During the buy out of Ray's trash service in ************ ******* WM dropped off a trash can that I didn't pay for or request. I have called several times and they still haven't come and taken it away. Since I was unaware of it being dropped off my tenants started using the can. The can now has months of stinky trash in it that is becoming a health concern. When I call WM there staff is extremely rude and combative. I tell them to come get there property, but they will not unless it is empty. I tell them it was dropped off without my knowledge and permission so they need to empty the trash and remove the can off my property. I won't have a tenant take the trash inside for health concerns.
Business Response
Date: 05/06/2025
May 6, 2025

BBB Case # ********
WM Customer ID: ***************

Subject: Follow-Up on Your Recent Experience with WM

Dear ******,

Thank you for taking the time to share your recent experience with us. I want to sincerely apologize for the frustration and inconvenience you've encountered during the transition from Ray's Trash Service.

We understand how upsetting it must have been to receive a trash container you neither requested nor authorized, and even more so to have it become a health concern due to its use by tenants. It's also deeply concerning to hear about the interactions you've had with our customer service team. Please know that this is not the level of service we strive to provide,and your feedback has been shared with the appropriate teams for review and improvement.

After reviewing your case, our dispatch team has confirmed that the container was removed today. Following our recent conversation, you also confirmed that the container has been taken off your property.

If you have any additional concerns or if theres anything more we can do, please dont hesitate to contact us directly at ************.

Thank you again for your patience and for bringing this to our attention.

Best Regards,
Murtise H.
Customer Experience Agent- WM Cares

Customer Answer
Date: 05/08/2025
[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
Date:04/30/2025
Type:Customer Service 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.
In order to cancel Service, they make you call a number in *******. ************ They do NOT answer. We tried multiple times. We have spent a total of 3 hours on hold, no one ever answers. We have tried calling other numbers, we have chatted with online people from their site, and we have searched the internet: They all say the only way to cancel is to call that number. We were not able to speak to manager or ANY other option. Because they do not answer, we cannot cancel. If we do no cancel they will continue to bill us. We must give a 30-day notice and if they don't answer we can't do that so, yet another month will go by. This is fraudulent!We want to cancel, and we want a means to do so. We also want other people to know how to cancel. If there is a problem in the office, they need to let the people know so they don't sit on hold ALL day long.. We still have not be able to cancel. Please provide us a sure way to cancel. Thank you
Business Response
Date: 05/02/2025
05/02/2025

Better Business Bureau complaint # ********
WM Account # *************

Dear *****,

Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with trying to reach sales to cancel your account.

After review, you spoke with Max yesterday, who was able to process your request. We also spoke this morning to confirm this as well.

Once again, 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 ************ option 3, and we can review immediately.

Very Respectfully,

**** *.
Customer Experience Agent- WM Cares
Customer Answer
Date: 05/05/2025
] 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. Thank you, they have contacted me as I desired.
Initial Complaint
Date:04/28/2025
Type:Billing 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.
Last fall we lived in ******* *********, mostly. We were their longest customers (about 30 years). After periodic skipped pickups, over the last few years, we had an exchange with one of their drivers, and all of us were clear we were done using WM. Service has become despicable. That was the last time we put trash out for them (last fall). Shortly thereafter we started residing more in ******** due to health issues.When we came back at the end of last year they had sent us a bill for 2025 and as we discussed with the driver we had been done with WM. We didn't pay it.Again they harassed us at the end of January with a new bill for 2025 service! We hadn't used them since fall 2024.We called and after hours of repeated hangup disconnected calls we finally got to a 3rd ****** and he said the account had indeed been closed and to ignore the bill.Yet after all of this we keep getting (increasing) bills with angrier messages. We had paid through the end of 2024 even though we stopped using their can since last fall.The guy had even said on the phone to leave the can out last year, to return it, which we did...they couldn't even show up to retrieve it.Please stop harassing us with collections bill when we overpaid for all of 2024 (we cancelled fall of 24). Why can't so many WM employees handle a standard cancellation due to incomplete and poor service?Stop billing us, adding more charges to it, and leaving us this garbage when we come to visit friends in *********. Thank you for finally going away. Your bills showed up more regularly than your trash collectors.***** ******* and family.
Business Response
Date: 05/01/2025
05/01/2025

Better Business Bureau complaint # ********
WM Account # ***********

Dear *****,

Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with billing of the account.

After review, I did attempt to reach you to reach resolution on this and left a voicemail. I do see that later that day on 04/29 you did call and spoke with *** ******, who was able to process full adjustment of the fees. This will bring the account to a zero balance.

Once again, 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 ************ option 3, and we can review immediately.

Very Respectfully,

**** *.
Customer Experience Agent- WM Cares
Customer Answer
Date: 05/02/2025
[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.
They have been terrible to work with over the last few years. We have been their customers for decades, so we are speaking from experience.

Missed pickups, hour long calls just to get through....often disconnected or passed around, seldom with a real resolution.

At least BBB got their attention
Who knew? We had given up.

Things could have been much different if they would have shown even a little respect to us, as loyal customers of theirs.

If this starts up again we will file an immediate complaint with this BBB.

Sincerely,

***** ******* and family
Initial Complaint
Date:04/28/2025
Type:Customer Service 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 reached out to Waste Management April 26th Saturday via call. I told the woman I spoke with the problem. I asked if they could deal with this issue. She supposedly filed something where they were going to come get the trashcan today April 28th. I hate being lied to. Its now 5pm they should be closing and the trashcan is still out there at the end of our ********* husband and I moved into a house the middle of February 2025. The previous owners left their Waste Management trashcan full of trash. My husband and I dont plan on using Waste Managements services. I would like for them to come get their trashcan. I also dont understand how its been left months to begin with. Someone isnt doing their job and I am very unhappy about this whole experience. Also the previous address was 8B at one point, but its now ****************. It says 8B on the trashcan as shown in the photo. The woman I spoke to also got all this information. I am not calling these people again they can reach out to me and make things right.
Business Response
Date: 05/01/2025
05/01/2025

Better Business Bureau complaint # ********
WM Account # N/A

Dear ****,

Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with the abandoned WM container at the property.

After review, I have been in communication with operations the last few days to get this removed. I did attempt to call you but could not reach you and I could not leave a voicemail. I know you have been getting the runaround on when it will be removed, I asked operations specifically to give me a set date for the removal. They did advise removal will happen today 05/01/25.

Once again, 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 ************ option 3, and we can review immediately.

Very Respectfully,

**** *.
Customer Experience Agent- WM Cares
Customer Answer
Date: 05/02/2025
[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.
The trashcan is no longer there, so they must have removed it. Thank you!
-****
Initial Complaint
Date:04/28/2025
Type:Customer Service 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 been trying to establish bulk pick up service for a fake christmas tree with Waste Management and I have unsuccessful in connecting with them to do this via phone or online on their website. I was informed via automated message over the phone that bulk pickup is unavailable at my address when it has always been available before. Why is bulk pick up unavailable for my address? I also cannot get a live agent on the phone. The chat feature online refers me to call in and when calling in, I cannot get past automated message therefore, online, phone and chat is not allowing me to get an answer to my question and the services I pay for. Customer ID: **************
Business Response
Date: 04/30/2025
04/30/2025

Better Business Bureau complaint # ********
WM Account # ************

Dear ****,

Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with getting your bulk service scheduled.

After review, I attempted to reach out to you, but you were unavailable. I did go ahead and processed your request. We will be removing the fake Christmas Tree the following Friday on May 9th. Please have the tree accessible and visible for removal.

Once again, 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 ************ option 3, and we can review immediately.

Very Respectfully,

**** *.
Customer Experience Agent- WM Cares

Customer Answer
Date: 05/03/2025
[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.

Not sure if something is wrong with the website but it said that bulk pick up is no longer available in my area. When I tried to speak to a chat representative and waited 20 minutes for this, I was told I could not make an appointment via chat for bulk pick up. When I tried calling in, I was put on hold for 40 minutes and could not get through. This went on for several days which is why I had to open this complaint in order to get the company to communicate. I appreciate that the fake christmas tree will be picked up May 9 and I will have it out there for pick up. I am worried however about future bulk pick *** since the website is not processing this request.
Initial Complaint
Date:04/28/2025
Type:Billing 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.
(1) I cancelled our garbage service 12/30/2024, returning their container to our local pickup place and was given a receipt for its return. (Our service was paid through 12;3-/2024)(2) I received an invoice dated 1/22/2025 for $86.80. I returned the invoice on 1/29/2025 with a copy of the container receipt and statement that we canceled their service 12/30/2024.(3) I received another invoice dated 3/21/2025 for $71.50. I called the number on the invoice ************** and explained to the lady answering that we had canceled our service 12/30/2024 returning the container (and had a receipt of return) which I had already sent to them. She said that they show a cancelation in February, which I said they had not picked up any garbage since 12/30/2024! She said that she would make a note.(4) I received another invoice dated 4/9/2025 for $71.50! I sent a letter dated 4/16/2025 along with a copy of the receipt for the container, stating all the above information.(5) I received another invoice dated 4/22/2025 for $85.00.We do not owe this bill, but do not seem to be able to get them to stop invoicing me. I called our local office of BBB and they suggested I send a complaint and see if the BBB can get them to recognize that we do not owe this bill and to stop invoicing me. I do not know if this has affected my credit report but if so they need to correct that also.
Business Response
Date: 04/30/2025
April 30, 2025

BBB Case # ********
WM Customer ******************

Subject:Resolution Needed for Billing Issue

Dear *****,
I wanted to reach out regarding the ongoing billing issues you've been experiencing with your previous garbage service account.

I understand that you canceled your service on December 30, 2024, and returned the container to your local pickup place, receiving a receipt for its return.Despite this, you have continued to receive invoices, including one dated January 22, 2025, for $86.80, another dated March 21, 2025, for $71.50, and most recently, an invoice dated April 22, 2025, for $85.00.

I sincerely apologize for the frustration and inconvenience this has caused. We have attempted to contact you several times to review your complaint but were unable to reach you.

At your earliest convenience, please contact us at ************, opt 3, so we can assist you right away and resolve this matter. Your patience and understanding are greatly appreciated as we work to correct this issue.

Thank you for bringing this to our attention. We are committed to ensuring your concerns are addressed promptly.

Best regards,
******* *.
Customer Experience Agent- WM Cares

Customer Answer
Date: 05/01/2025
[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.

I called the number they gave me. They will show service cancelled 12/28/2024 which will cancel the $85.00 balance. Thanks for your help!
Initial Complaint
Date:04/27/2025
Type:Billing 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 am simply trying to cancel my service with Waste Management. I'm sure you've heard of this issue before. There is no way to cancel online, and I've been calling since early April. I have endless holds, transfers, and am absolutely unable to connect to someone who can help. This is clearly their business model! I stopped ******* to make them call me, but I'm worried that it will affect my credit rating. Their service is absolutely, simply awful. This is the first BBB complaint I've made in about 20 years.
Business Response
Date: 04/30/2025
April 30, 2025

BBB Case # ********
WM Customer ******************

Subject:Resolution of Your Account Cancellation Concerns

Dear ****,

I want to extend my sincerest apologies for the frustration and inconvenience you've experienced with our service. Your concerns are very important to us,and I deeply regret the distress this situation has caused you.

I understand that you have been trying to cancel your account since early April,facing endless holds and transfers without being able to connect with someone who can help. This is incredibly frustrating, and I can only imagine how upsetting it must be to feel unsupported during such a challenging time.

After reviewing our records, we found that you spoke with our account representative ***** on April 28, 2025. During that conversation, he scheduled your account cancellation effective May 3, 2025. Additionally, our records show that our containers were removed on April 30, 2025.

If you need further assistance or have any additional concerns, please contact us at ************ so we can address them right away. We are committed to ensuring that your needs are met promptly and that you receive the support you deserve.

Thank you for your understanding and patience.

Best regards,
******* *.
Customer Experience Agent- WM Cares
Customer Answer
Date: 05/02/2025
[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
Date:04/26/2025
Type:Billing 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.
WasteManagement has changed days for my trash pickup from Friday to Tuesdays, and in this case my recycling has been skipped as it remains on Fridays. After THREE WEEKS and having to go through several avenues (call, live chat, email) and hours, they finally prioritized my complaint and had it picked up this past Tuesday. With only one recycling bin, I still have 2 full bins worth of recycling to be picked up.After this though, my primary concern is they invoiced me a bulk pickup which I ordered last month. I believe I paid for this and have emailed them pictures of my bank account showing this posted charges.Originally online (I have documentation) they said they did not receive any of these payments which occurred on March 17th, March 24th, April 10th I have been straight forward in asking, if it wasnt for bulk pickup charge, what exactly this ~$60 charge from a month ago was for.I can forward the email thread I have currently with their customer service. Pictures and documentation included.
Business Response
Date: 04/30/2025
04/30/2025

Better Business Bureau complaint # ********
WM Account # ***********

Dear ****,

Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with billing of your WM account.

After review,we communicated via email, and we are honoring your request to cancel the account.Cancellation is effective 04/29/2025. We have the removal of containers set for 05/07/2025. Please have the containers accessible and visible for driver to remove.

Once again, 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.

Very Respectfully,

**** *.
Customer Experience Agent- WM Cares
Customer Answer
Date: 05/03/2025
[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.

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This business is not BBB accredited.