Complaints

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

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  Waste Management

  800 Capitol St Ste 3000 Houston, TX 77002-2945

• 

  Waste Management Inc

  390 Innovation Way Wellford, SC 29385

• 

  Waste Management of Richmond

  1405 Gordon Ave Richmond, VA 23224

• 

  Waste Management

  1224 Hayes Boulevard Bristol, PA 19007

• 

  Waste Management

  1714 N Polk St Corinth, MS 38834

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:08/22/2022

  Type:Customer Service 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.

  I have sent two certified cancellation letters to WM at two different addresses that their customer service representatives gave me. i have sent emails to whoever they told me to send emails to. I have called numerous times asking and pleading for my service to be cancelled and for them to come pick up their dumpster since I have a new company. Their dumpster is taking up a parking space in my small lot. During these phone calls the multiple representatives told me they were transferring me to their "retention center" for cancellation. i sat on hold for an hour during one phone call, 45 minutes for another, 30 minutes, etc. NO ONE PICKS UP OR CALLS BACK!! I have gotten multiple bills in the mail with more services charges added each month even though i have sent the required certified letters they have asked for. I want to scream and cry because I am a small business owner and every penny counts, especially during these tough times. i have spent way too much time talking to a least a dozen or more representatives from customer service and even a corporate number i got from a complaint here on the BBB. Please can someone get this resolved for me. i should not have to pay money for a service i have tried to cancel for at least 4 months or longer and i need their dumpster out of my way for my customers to park. Thank you.

  Business Response

  Date: 08/29/2022

  August 29, 2022

   

  Better Business Bureau complaint # ********

  WM Account #********

   

  Dear ****,

  Thank you for reaching out to us regarding your cancelation request and appreciate the opportunity to assist you. After further review, you spoke with Raul at the Corporate Office, and he confirmed the cancelation and removal of the container. The container was removed on Friday, August 26. I apologize for the frustration this situation caused you. Thank you again for the opportunity to address your concerns.

  If you have questions or concerns regarding this matter, please feel free to discuss it with us at [email protected] or by phone at 713-512-6200 option 3.

   

  Very Respectfully,

  
  

  Yvonne A.

  Customer Experience Agent-WM Cares

• Initial Complaint

  Date:08/22/2022

  Type:Product 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.

  I opened an account for trash service with Waste Management in May. I was quoted $52 every 3 months with a $40 can charge. My rate was prorated at $28 plus the can charge of 40, I paid $68 on the phone at that time. My daughter made a payment of $52 and some change for the next 3 months. I looked at my account and it was showing a balance of $79. They tried to charge my card for that balance and it was declined which caused extra charges on my account because I didn't know waste management was going to try to charge my card again out of billing cycle. When I called to find out about this I spoke to a manager and he was supposed to pull the phone call and call me back. I never received that phone call I got up yesterday morning and my trash can is still full of trash. I called in to customer service because no one ever called me back from before, I was ready to cancel service. James, the manager I spoke to this time, told me that I could not have access to that recorded phone call. He said that he would cancel my service and backdate the bill so that I wasn't charged anymore. But I would like the service charges back where they tried to charge my card and we're not given permission. I also want access to that recorded phone call. And I want the price that they quoted me on the phone the first time. I have my statements by email but I'm not sure how to get them uploaded to this.

  Business Response

  Date: 08/31/2022

  August 31, 2022

   

  Better Business Bureau complaint # ********

  WM Account # ***********

   

  Dear *****,

   

  Thank you for contacting us regarding the billing issues on your account. After a review, we spoke and per our conversation, you agreed that you only wished to be provided a refund of charges that you were not informed about. I confirmed a refund of $52.65 will be reversed to your Visa card ending in ****. Please allow 3 – 5 business days for that to reflect back on your account. Supervisor Rob will continue to follow up with you to ensure you received the refund. Thank you again for allowing us the opportunity to address your concerns.

  If you have questions or concerns regarding this matter, please feel free to discuss it with us at [email protected] or by phone at 713-512-6200 option 3.

   

  Very Respectfully,

  Yvonne A.

  Customer Experience Agent-WM Cares

• Initial Complaint

  Date:08/20/2022

  Type:Delivery 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.

  I purchased a new home in February 2021. I received my trash can but also paid extra for an additional can. I have never received it. I have called at least a dozen times and have been given 10 different ticket numbers where they say they have opened a ticket for me. I am told every time that I will receive my can by Friday. Friday has came and went on several occasions and all WM will do is open another ticket and say I will receive can by Friday... Its been 6 months now. I think I've been patient enough

  Business Response

  Date: 08/31/2022

  August 31, 2022

   

  Better Business Bureau complaint # ********

  WM Account # **********

   

  Dear *****,

   

  I apologize that you experienced issues with your account and appreciate the opportunity to address your concerns. I attempted to contact you at ************ however was unsuccessful. Please provide the best number to reach you so we can resolve your concern. Again, please accept our apology for any frustration this may have caused.

   

  Should you have questions or concerns regarding this matter, please feel free to discuss it with us at [email protected] or by phone at 713-512-6200 option 3.

   

  Very Respectfully,

  Yvonne A.

  Customer Experience Agent-WM Cares

   

• Initial Complaint

  Date:08/20/2022

  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.

  For the last almost 6 weeks I live in the ****** ******* mobile home park, and waste management is contracted to remove our garbage and recycle bowls each week they have been told and assured us they would correct this problem however it is continuing to happen and is creating very unsafe conditions on the roads for both people walking all of our Dog walkers, and for our vehicles getting glass in their tires. Every time they come there is something wrong with their truck or trucks and they leave shattered glass pieces summers larges a quarter size, throughout the park on the roads this was supposed to be corrected two weeks ago they assured us they would sweep the roads, I believe they did Finally sweep the roads once however then the very next time the truck came out here it did the very same thing again putting glass throughout the Park, scattered in different areas and in patches on the roads! It’s horrible and so many Of our residents are very upset. The park manager has been attempting with very little success to get a hold of waste management they keep getting them transferred hung up on and just are avoiding the problem. (Our park manager is Aries at ************) We NEED HELP. Waste management has our park set up as residential service, although there are hundreds of mobile homes in this park it is ****** ******* MHP and we are located in Lannon, Wisconsin. When we call waste management they transfer us back-and-forth between residential and commercial and don’t seem to have a grip on the account much less the capability of helping us properly. We have scheduled services on Thursdays each week, with recycling being every other week. I know at least one dog walker already had his dog stepped on glass, there are young children here, lots of dogs and lots of vehicles that this all poses a complete safety hazard to.

  Business Response

  Date: 09/01/2022

  September 1, 2022

   

  Better Business Bureau complaint # ********

  WM Account # **********

   

  Dear *******

  Thank you for contacting us about glass debris in your neighborhood. After a review, you spoke with Rob at the Corporate Office, he addressed your concerns. Our records indicate another street sweeper company out on September 1 to collect the remaining debris. He attempted to contact you at ************ to confirm it was resolved but was unsuccessful. I apologize for the frustration this situation has caused you and appreciate your patience as we worked to resolve it. Thank you again for allowing us the opportunity to address your concerns.

  If you have questions or concerns regarding this matter, please feel free to discuss it with us at [email protected] or by phone at 713-512-6200 option 3.

   

  Very Respectfully,

  
  

  Yvonne A.

  Customer Experience Agent-WM Cares

   

   

   

  Customer Answer

  Date: 09/09/2022

  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 will accept this case as closed, however a few things.

  Rob never got back to me after second swept, right before Labor Day weekend, and no voicemail message was left so unsure how attempts were unsuccessful” ?

   

  Also the second swept still did NOT clear all the glass up! Just most of it. There were still a few areas of glass hunks left. I assume the company they contracted with or the individual who did the work, were not very qualified nor professional enough.

  if it happens again from their trucks that were not repaired properly, I and others will once again file complaints.

  
  

• Initial Complaint

  Date:08/19/2022

  Type:Customer Service 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.

  I called WM in April because the top of our garbage toter was cracked. A WM employee told me to leave my toter out after our weekly pickup and they would replace the top to the toter. That did not happen. I called the next day and they told me it would be done the following week. Again, no one replaced the lid. The lid is now completely cracked and hanging by one hinge. I have called for 4 weeks in a row now and I always speak to a polite CSR but still no new lid or replacement can. I even have a note taped to the lid asking them to replace the lid or replace the toter. I am beyond frustrated and cannot believe I am still fighting this battle 4 months later!

  Business Response

  Date: 09/01/2022

  September 1, 2022

   

  Better Business Bureau complaint # ********

  WM Account # **********

   

  Dear ******

  Thank you for reaching out to us regarding the concerns with your personal container. After a review, you spoke with Barbara at our Corporate Office, and she addressed your concerns with the damaged personal can. The Route Manager, Jerrod informed you that WM does not replace or repair personal containers. I apologize for the inconvenience this caused you. Thank you again for the opportunity to address your concerns.

  If you have questions or concerns regarding this matter, please feel free to discuss it with us at [email protected] or by phone at 713-512-6200 option 3.

   

  Very Respectfully,

  Yvonne A.

  Customer Experience Agent-WM Cares

• Initial Complaint

  Date:08/19/2022

  Type:Customer Service 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.

  I have a contract with Waste Management to service dumpsters at our rental homes every other Friday and pay 75-95 dollars a month for it. Frequently they say they service our dumpster, when they have not, to the point where I have had to install cameras to make sure I am getting the service I have paid for. When I realize they have not been serviced I call and there response is always something along the lines of "oops we will reschedule it" I constantly have to manage them to ensure they are doing what our contract states. The most recent example is On August 12th they stated they serviced our dumpster at 1:56pm. I noticed the dumpster was still full, they stated "your tenant must have refilled it" but we have cameras on the dumpster, no one has refilled it. I have video evidence that the service did not occur. It is now August 19th and it has still not been serviced and I have had to begin hauling trash from that property to my home to not rack up fees for it being over filled. The issue then is it will get hopefully picked up sometime this week, but then they will pick it up next Friday too, and there will be little to no trash in it. An example of this occurring is in March of this year, when the dumpster was serviced March 8th and March 11th (I doubt there was anything in it March 11th) and then not serviced until April 22nd. The issue here is that I am then required to transfer the trash elsewhere to avoid fees. My concern is that when I call to dispute that a pick up did not occur, they say "yes it was" until I tell them about the camera, and then they say "oh I see, okay someone will be out in a week" I understand it is reasonable to be flexible with the service, but multiple times now I have been told that there was a pick up when there was not. I asked if the drivers had cameras to confirm pick up and I was told by one individual they did and the other they did not. No one gives me a straight answer. I am tired of being lied to about it

  Business Response

  Date: 08/29/2022

  August 29, 2022

   

  Better Business Bureau complaint # ********

  WM Account #*********

   

  Dear ******

  Thank you for reaching out to us regarding the issues with the waste service. After a review, Barbara from our Corporate Office attempted to contact you at ************ to discuss your concerns further however she was unsuccessful. Our records indicate the driver returned to recover the trash on Wednesday, August 24. This issue has also been addressed with the driver. Barbara will monitor the service to ensure there are no further issues. Thank you again for the opportunity to address your concerns.

  If you have questions or concerns regarding this matter, please feel free to discuss it with us at [email protected] or by phone at 713-512-6200 option 3.

   

  Very Respectfully,

  Yvonne A.

  Customer Experience Agent-WM Cares

   

• Initial Complaint

  Date:08/19/2022

  Type:Customer Service 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.

  … We started receiving bills of over $300 a month for trash service due to increased fees you name it we were never made aware of this and when we called they didn’t explain why we then asked to cancel our service and it has been nothing but a nightmare since Trash guy came yesterday our service days are Thursdays he stated that we still have service we thought we did not and paid everything as they have asked that is not the case however Tried to call yesterday sat on hold for three hours to speak with somebody in regard to the situation of course call was disconnected and we have things to do aside from sitting on hold for hours to speak with somebody We recently received a letter in the mail (attached photo) regarding possible interruption of service with a past due amount of $216.13 which was rather shocking because we thought we had paid everything that they had asked to cancel our service If you look on their Facebook there are many many comments in regard to this terrible service that they are providing… They then told us that our dumpster will not be picked up until October 1 so we have to keep room in our yard to store their dumpster because for some reason they’re unable to pick up our dumpster but now I understand why they are casually continuing our service behind our back!! Very upsetting I hope you can get to the bottom of this as I know I’m not the only customer suffering like this Funny thing this gentleman Who works for waste management and picked up our trash yesterday said he also has service with the company that we have chosen and that he paid an outrageous amount as well to WM Attached is a picture of their dumpster that still sits in our yard supposedly until October 1

  Business Response

  Date: 08/25/2022

  August 25, 2022

   

  Better Business Bureau complaint # ********

  WM Account # **********

   

  Dear ********

  Thank you for reaching out to us regarding your cancelation request. Our records indicate Account Associate, Krystle spoke with you regarding your cancelation. She confirmed the account will be closed and the container removed on October 1. You will receive a final invoice that will include a charge to remove the container. I apologize for the frustration this caused you. Thank you again for the opportunity to address your concerns.

  If you have questions or concerns regarding this matter, please feel free to discuss it with us at [email protected] or by phone at 713-512-6200 option 3.

   

  Very Respectfully,

  Yvonne A.

  Customer Experience Agent-WM Cares

   

   

• Initial Complaint

  Date:08/19/2022

  Type:Product 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.

  The trash collectors broke my trash can, that I paid for, with the arm of the trash truck. After breaking my trash can they took and and stole/threw it away. I spoke with their customer service twice and had tickets put in to have my trash can replaced. I still haven't received it after 2 months. I also spoke 3 times with my township since they are the ones that handle our trash collection. Each time my township reached out to my local Waste Management, they immediately contacted me back saying they will have the drivers bring me a replacement during their next collection day. I have video proof of them breaking my trash can and taking it. I had to purchase a new trash can because that was the only one I had. I just want them to replace the trash can they broke and stole from me.

  Business Response

  Date: 08/25/2022

  August 25, 2022

   

  Better Business Bureau complaint # ********

  WM Account # *********

   

  Dear ******

  Thank you for reaching out to us regarding your container concern. After a review, you spoke with Barbara at the Corporate Office, and she addressed your concerns. Our records indicate the trash container was delivered to you on August 24. I apologize for the frustration this experience caused you. Thank you again for the opportunity to address your concerns.

  If you have questions or concerns regarding this matter, please feel free to discuss it with us at [email protected] or by phone at 713-512-6200 option 3.

   

  Very Respectfully,

  Yvonne A.

  Customer Experience Agent-WM Cares

   

• Initial Complaint

  Date:08/18/2022

  Type:Product 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.

  I contacted WM via phone to order a temporary 20 yard dumpster box on August 15th morning. First they charged me twice for an order which they did not even place. When I followed up with them, they said payments are not showing up in their system and the transactions should fall off my credit card account in 1-2 business days. After 2 days, both transactions of $400 each posted on my account. So basically I was out of $800 and no order placed for the dumpster. Then I called WM asking for an explanation, they cited system glitch and went ahead and placed an order as well as told me that another transaction has been reversed. I monitored my credit card account which started to show 400 dollars of refund as pending transaction. After 1 day that refund was cancelled and it fell off my credit card account. When I called WM, they again said there has been a mistake on their side where some incorrect ID was used for the refund, so system cancelled the refund. So basically I have been following up with them since last 5 days for their mistakes and they behave as if everything is my fault and I should be wasting my time and energy in getting my money back. This has been extremely unprofessional and pathetic behavior from WM for their regular customers. I have attached the original invoice email from WM showing the 2 transactions and then the email from CITI bank showing they cancelled my refund after processing it. I want my refund asap.

  Business Response

  Date: 08/24/2022

  August 24, 2022

   

  Better Business Bureau complaint # ********

  WM Account # *********

   

  Dear *****,

  Thank you for reaching out to us regarding the container removal charge and appreciate the opportunity to assist you. After a review, you spoke with Barbara at our Corporate Office, and she addressed your concerns. Barbara informed you the payment was refunded back to your Visa card ending in ****. We apologize for the confusion with this refund and confirmed you were to check with your bank to research. Please accept our apologies for the frustration this caused you. Thank you for allowing us to address your concerns.

  If you have questions or concerns regarding this matter, please feel free to discuss it with us at [email protected] or by phone at 713-512-6200 option 3.

   

  Very Respectfully,

   

  Yvonne A.

  Customer Experience Agent-WM Cares

   

   

• Initial Complaint

  Date:08/17/2022

  Type:Order 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.

  On 7/29/22 Waste Management increased my service fee from $82.13/month to $116.83/month even though I am under a 3 year price freeze contract (signed 7/29/21). I was told that "there are annual rate reviews in order to fit the cost of business in the industry." After being a customer for over 25 years they have tried several times to increase my rate over the contracted price. Each time when I brought it to their attention they fixed the situation to my satisfaction. This time has been different. Everyone in my neighborhood is charged a different price. One of my neighbors is only paying $82/month for the exact same service and I've been a customer longer. They send me a new contract and it is now $125.32/month and has changed 3 times in the last week. The existing contract number is ***********.

  Business Response

  Date: 08/24/2022

  August 24, 2022

   

  Better Business Bureau complaint # ********

  WM Account # ********

   

  Dear *****

  Thank you for reaching out to us regarding your billing concerns. After a review, Chanthall at our Corporate Office attempted to contact you to discuss your concerns further however she was unsuccessful. Our records indicate due to signing a new service agreement we credited your account. I apologize for the frustration this caused you. Thank you for allowing us to address your concerns.

  If you have questions or concerns regarding this matter, please feel free to discuss it with us at [email protected] or by phone at 713-512-6200 option 3.

   

  Very Respectfully,

   

  Yvonne A.

  Customer Experience Agent-WM Cares