ComplaintsforWaste Management

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I live at *** * ****** *** ********* ** and on the 19th of June waste management failed to pick up my two recycling bins full of cardboard and plastic wastes I called waste management and they did not answer it was too late they sent out an e-mail on the 20th and the 21st stating that the recycle bins would be picked up on both of those days they never showed up once again on the 24th I called waste management and they failed to pick it up the 25th once again they sent an e-mail and failed to pick it up I have been given lip service by this company and they have my money already with property tax where it's hard to live as it is paying all this money to the city and all the tax rolls can you please use your contact at waste management and get to the bottom of this and tell them to do their job because I'm at the point where I'm going to seek other help to get them to do their job thank you and I appreciate you.

  Business response

  07/03/2024

  July 3, 2024
  
  Better Business Bureau complaint # ********
  WM Account # 00008-***********
  

  Dear Jordan,
  

  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration you've experienced with service issues.  We appreciate the opportunity to address your concerns. After a review, you spoke to Brandy on June 26th and the issue has now been resolved. Murtise will continue to monitor your recycle service for 30 days.
  

  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

• 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

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live at *** ***** **., ****** ******* Texas. We had a storm the beginning of a May our trashcan was removed, stolen or blown away. There’s been (7) seven garbage pick up cycles since we’ve put in the first replacement request through Harker Heights. I’ve also contacted waste management corp. waste management refers me back to harker Heights ,,,,Harker Heights says they don’t have a clue. My husband is 100% disable. Im a small woman There are maggots all over the trash bags and we are having to put maggots filled trash & garbage in our personal vehicle to transport it to the local landfill it’s over 100°!!! My husband fell out & had two seizures trying to put the trash in our vehicle to take to the landfill. Harker Heights has been closed so we are now paying to go to the next city over to dispose of our garbage & we are still being charged for garbage, that is not even being picked up !!!!! Waste management will not take trash bags. They will only collect the garbage from the receptacle that they provide !! They will not provide us with another one & they have no clue when we can get one or how we can purchase one !! Why hasn’t it been replaced we need immediate help before someone gets sick at the house or if my husband is no longer able take the trash there , I need a reimbursement for the trash that we have already dropped off and had to pay for! Please give us a new trash reciprocal!

  Business response

  06/25/2024

  June 25, 2024
  
  Better Business Bureau complaint #********
  WM Account # ************
  
  Dear Lashanda, 

  Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with the container delivery delay.
  
  As we discussed we were experiencing operational delays in the area. However, you confirmed the delivery was completed on June 20th.
  
  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

• 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

  06/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  After a phone conversation with Devin ******, Inbound Account Manager - Florida Retention Department for Waste Management in later April of this year I emailed Mr. ****** on April 26, 2024 requesting copies of the three recycling contracts our company has with his company for our commercial properties in Sarasota. On April 30, 2024 he sent us three contracts for the three properties. The two agreements for our other two Sarasota County properties were more recently executed and came in a more updated format than the one regarding the North Washington Blvd property in question. The North Washington Blvd contract was signed and initialed by our representative only and there were no terms listed including the terms of canceling or making changes to the account as there were for the other two more current contracts for the other two accounts. After figuring out how to open this older file and struggling to reach Mr. ****** by phone for a few days I emailed Mr. ****** on May 1, 2024 asking him to call my on my cell phone at his earliest convenience. After finally being able to reach him on the phone a few weeks later and discussing this fact that there was nothing saying we couldn't cancel our agreement he emailed me a new service agreement summary with a much newer, updated look that did include all of the conditions of the agreement including canceling the account except nothing was executed by them or any representative of our company. I immediately spoke to Mr. ****** on the phone that day and after a lively discussion he emailed me that he would start the 30 day cancelation process and a member of his team would reach out to me. Also, he wrote that he would get a member of the HR department to confirm that there is not a confirmed agreement. I have not heard from anyone since so today I called and after being transferred twice I spoke to a woman who told me she is going to speak with her boss and call me back. There way of doing business is deplorable.

  Business response

  06/25/2024

  Eric, I apologize for your experience & understand your frustration. I would like an opportunity to review your account and ensure any outstanding issues have been resolved. Please send your account information/customer ID/account number to [email protected] (Subject: BBB REVIEW) or call 1-713-512-6200 option 3. Thank you.

  Business response

  07/15/2024

  July 15, 2024
  
  Better Business Bureau complaint # ******** 
  WM Account # ***********
  
  Dear Eric,

  Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with the rate increase.  
  
  After review, you communicated with Sales Manager Benjamin and the rates were reduced for all three accounts.  
  
  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 713-512-6200 option 3, and we can review immediately.
  
  
  Very Respectfully,
  Chanthall C.
  Customer Experience Agent- WM Cares

  Customer response

  07/17/2024

  [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

  06/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been dealing with Waste Management (WM) for the past five weeks regarding missed pickups for yard waste and occasionally trash on the designated service date. Initially, my recycling, trash, and yard waste were picked up on Wednesday mornings. However, with fire season approaching and living in the Oakland Hills, we have been doing extensive yard cleanup. Unfortunately, yard waste has not been consistently picked up during this time. Whenever I report a missed pickup, the issue is usually resolved within 72 hours, but there were 2 different weeks when yard waste was not picked up at all. After the second week of this issue, I was informed that our scheduled pickup day for garbage and yard waste had always been Tuesday, even though I repeatedly mentioned that everyone on our street sets out their garbage for Wednesday pickup, which is when we actually see it being collected. Despite my numerous attempts to explain the situation, WM insists their records show a Tuesday pickup and have promised to investigate without providing any follow-up or resolution. As a result, my garbage continues to be picked up on Wednesdays, although their system incorrectly records it as Tuesday. Meanwhile, my yard waste remains uncollected, which is critical for fire control. I have stopped calling their service line due to excessive wait times and have resorted to reporting issues via their website and email. I now have an email chain with approximately 19 back-and-forth messages with WM. Most responses are generic, and they have completely ignored my requests for any reimbursement towards my bill. This situation has become extremely frustrating and has created a significant inconvenience, especially given the importance of yard maintenance during fire season. I am seeking assistance from the Better Business Bureau to resolve this ongoing issue and to receive appropriate compensation for the lack of service.

  Business response

  06/13/2024

  June 13, 2024
  
  
  Better Business Bureau complaint # ********
  WM Account # 00020-***********
                   
  
  Dear Ron,
  
  I apologize that you experienced issue with your trash not being serviced and appreciate the opportunity to address your concerns. After a review, Murtise confirmed with you that your trash was serviced on June 11th.  Murtise will be monitoring your service for the next month to ensure no further 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, and we can review it immediately.

   

  
  Very Respectfully,
  Chanthall C.
  Customer Experience Agent

*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. ↩