ComplaintsforWaste Management

Garbage Removal

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Initial Complaint
06/04/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Requested curbside recycling on 5.20.24 advised & agreed to charge of $6.88 per month; received new recycling container on 5.21.24 as promised. Per WM's webpage, expected recycling p/u on 5.28.24 however there was no p/u. Submitted "missed p/u" on the webpage and received email on 5.28.24 (see attached) that p/u would occur the following day, however there was no p/u. Resubmitted missed p/u request on webpage and received same email on 5.29, 5.30, & 5.31 as container was never p/u'd.. and it was never p/u'd. Put container out the evening of 6.3.24 for scheduled p/u on 6.4.24 per website. Container was STILL not p/u'd, however then advised per website that "Container Not Out" on 4:21 pm. The container WAS out (see picture). Want WM to p/u my recycling and promised and refund my May 2024 payment.
Business response
06/10/2024
June 10, 2024

Better Business Bureau complaint # ********
WM Account # 00004-***********

Dear Sharon,

I apologize that you experienced issues with your recycling not being serviced on 06/04/2024 and appreciate the opportunity to address your concerns. After review, you spoke with Brian, who confirmed your recycle service was completed on 06/05/2024. Since we completed the service the next day, no refund will be issued. 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
Customer response
06/11/2024
[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
06/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have been a customer of Waste Management for many years and their trash service is generally reliable, but their service department has been structured to make reporting service failures unduly burdensome. While there is an online Dashboard (for which you need to register), there is no way to report a failure of service in instances where the driver/trash pick up reports "Container Not Out." The online instructions say that you can report a service issue under "Manage Services," but after several attempts to locate this menu an online chat agent finally confirmed that this menu is not available in instances when the driver reports the container not out. In such instances, you have to try to reach a live agent and or chat with a live agent. This is where I think Waste Management has contrived to make disputing their service failures unduly burdensome. If you invest time to reach a live agent, you have to go through several steps of reporting your service information -- even though they have that information on your Dashboard -- wait additional time for records to be checked, and then offered a "recovery pick up." If the recovery pick up does not occur, which in my experience is the majority of the time, they do not offer you a credit for missed service. More often than not, a missed pick up is simply "rectified" the following week at a regular pick up. In my case, this has sometimes gone on for 3-4 weeks when a new driver cannot find the service location. Never is a credit offered nor is there any means to really apply for same. Everything is set up to discourage reporting in the first instance and then place as many obstacles as possible for a customer to claim a credit. This is clearly deliberate and calculated. I would like to see whether BBB has other similar complaints and can serve as an agent to prompt Waste Management to rectify these abusive practices.
Business response
06/06/2024
June 6, 2024

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

Dear Ken,
Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with missed service.

After review, my operations Manager addressed the service issues with the driver. Additional notes were added to the account to remind the drivers where to service at. We received confirmation the recovery was completed today June 6th. A credit of $22.82 was also issued on the account for the missed service. I will be monitoring service for the next month to ensure no further issues.

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
Initial Complaint
06/03/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have an ongoing issue with Waste Management picking up our trash at home. They have missed emptying our trash can on five separate occasions despite assurances from the apologies of their phone representatives who promise they will send out a truck to empty my trash can. Every home in my neighborhood has their trash empties but for some reason they do not empty our trash. I feel as though our house is specifically being targeted or singles out and that these missed trash pickups are on purpose. I have repeatedly asked a supervisor or manager to contact me about this issue. but no one has ever made an attempt to contact me.
Business response
06/05/2024
June 5, 2024

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

Hello Mark,

Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration you've experienced with your service and billing.

We understand the inconvenience you've faced and want to assure you that addressing your concerns is a top priority for us. In our system we did not capture any video or image to verify your 5/29/2024 and 6/1/2024 trash service. Our driver marked 5/29 and 6/1 as positive pickups. Our Route manager spoke with this driver and the driver didn’t recall any issues at your address. The GPS shown the route ran as normal. We set up notes for the driver for the next 3 services so he will see the notes while at your residence. Additionally, we will be closely monitoring your account for the next 30 days to ensure that your service is completed as expected. Per our discussion, you confirmed you were satisfied with the service being completed on 6/4/2024 and no credit was requested at this time. 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, 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,
Candace E
Customer Experience Agent- WM Cares
Customer response
06/06/2024
[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
06/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am trying to schedule bulk pickup and have tried multiple times to do this online and on the phone but cannot reach a representative.
Business response
06/06/2024
June 6, 2024

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

Dear Armon,
Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with scheduling a bulk pickup.

As we discussed, you spoke with Brandon who assisted with scheduling your bulk pickup.

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
Initial Complaint
05/30/2024
Complaint Type:
Customer Service Issues
Status:
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.
Sunday April 9, 2023 I signed up for a dumpster to be on site and picked up every other week. I did this on line. I was given the price it would be monthly. There was nothing stating during my signup regarding fees of delivery or pickup once I no longer needed the dumpster. Dumpster arrived. My agreement arrived with nothing specific on a removal fee that will be charged. Price did flucuate according to gas prices but not by much until 2024. I noticed a big jump in price and I called and spoke to a gentleman and he explained why and then I asked about cancel. He said a 30 day notice is needed. I contemplated then called on May 28th 2024 to cancel. The lady told me I needed a notarized avidavit and $300 to cancel. I was shocked by this price. Nowhere was it written or verbally stated I would pay $300. She said it is on page 1 of my agreement. She also said I had a delivery fee. I told her I did not have a delivery fee. She could look but said no. I also asked her to get me recordings of my initial sign up and I needed to record now. She said she refused to be recorded. She hung up, I did talk to a manager and he did see where I was not charged and said her manager would call me. None of that has happened. I was told by another agent these are fees that are charged and I was told of them. I said I ordered on line under their advertisement of Price Transparency Mean No Surprise Fees. Well Surprise here is a $300 fee the company wants in order to take away their dumpster. I have tied to suspend my service until this is taken care of and it is not done either. Since I was not charged in the beginning, they have interpreted their agreement and it is left open ended. I do feel it is false advertising on their page. If the fee would have been in the agreement written as xx dollars then I would not have an issue. I also never signed an agreement, it is just a piece of paper.
Business response
06/04/2024
June 4, 2024

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

Hello Sonya,
Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with the removal charge.

After review, you spoke with Sales Agent Christina, and you confirmed you decided to put the account on seasonal hold from 6/7-11/1 instead of cancelling the account and the container will stay on site.

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
Initial Complaint
05/29/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 5/24 I called to increase my service frequency and upgrade my trash container to the larger size. I was told that it would be swapped out on 5/27 and was assured it would happen on Memorial Day and on a day where trash normally doesn’t get picked up. On 5/28 I called to ask why my trash wasn’t picked up and I was assured it would be picked up that day. On 5/29 I called to ask why my trash was still not picked up and requested a supervisor. I was told I would not get a new container or garbage service until 6/3. When asked what I should do with my additional trash that I was told it wasn’t their problem and to hold on to my trash for a week. I told them I shouldn’t have to live in filth with kids and a pregnant wife at home. They have no sympathy or compassion for their customers. They have no solutions but to wait for them to get to it. I was told to leave my garbage outside of the container and they would service it but would charge me extra for the additional garbage. I explained there’s raccoons and other animals that would tear the garbage bags and WM said they wouldn’t service me if my bags were ripped and it would be my problem. They should be accountable for the expectations they set. Since they have a monopoly on garbage services in my area I’m stuck waiting on their time with no accountability or solutions I’m site.
Business response
06/03/2024
June 3, 2024

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

Hello Mychal,

Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration you've experienced with your container swap and service.

We understand the inconvenience you've faced and want to assure you that addressing your concerns is a top priority for us. I attempted to reach you at (***) ***-**** on 5/31/2024 but was unsuccessful.

I've personally confirmed with our Operations team that there was an Operational delay with your container swap. However, the swap will occur on your next service date on 6/3/2024. I alerted the driver to take your extras in personal bags or containers on 6/3/2024 if the swap does not occur before your service on 6/3/2024. We have no control of the wildlife unfortunately. I will follow up with you to ensure your swap and service is completed. 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, 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,
Candace E
Customer Experience Agent- WM Cares
Customer response
06/03/2024
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.

Today is 6/3 and my can has still not been swapped. As a matter of fact someone went onto my property and took my yard debris container. I was also told on a message that I would receive a call on 6/3 to confirm that my can was swapped. That did not happen. Very displeased with the lack of accountability there is within your organization.
Lastly what do wildfires have to do with my garbage service? Do not make excuses. There are no wildfires in Portland that should interfere with a swap. You do not control wildfire but do not use them as an excuse when they are not affecting my service area or even on my local news. I wouldn’t let my 8 year old get away with such a terrible lie. Do better

Regards,

A very displeased customer

Business response
06/18/2024
June 18, 2024

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

Hello Mychal,

Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration you've experienced with your container swap and service.

We understand the inconvenience you've faced and want to assure you that addressing your concerns is a top priority for us. I attempted to reach you at (503) 553-9549 on 6/17/2024 but was unsuccessful.

I've confirmed with our Operations team that the container was delivered on 6/6/2024.

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
06/25/2024
[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
05/29/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
May 28, 2024 at approximately 2:20 I tried to contact Waste Management to discontinue service at my current location. **** **** **** *** *** ******* ** 87124. I am moving to Tucson Arizona to be near my son. My husband passed November 23,2023, I do not have family here. First I went on the website and followed directions for stopping services. Directed to a "live chat" stated my request to discontinue services since moving out of state. Informed I was 5th in line. after about 10 minutes "Brandon" came on line, gave by address, name and request to discontinue service, told to hold a few minutes - he came back and said this couldn't be completed online. gave me a number to call: 800.596.7444. called that number on hold again told that if I pressed 1 I would receive a call back. I did recelive a call back and waited another 5 minutes to be connected to a real person. Went through same information, i.e. name, address, reason for call, told I wasn't the person on the acccount, explained that my husband was deceased and I tried in December to change the account to my name, told not possible because at that point I didn't have a death cert. yet. So l kept paying the bill, put on hold for @ 4 minutes came back on phone and told he couldn't cancel my service because we are in a franchise area, ut he wouldconnect me to another department. After another 25 minutes on hold I hung up and tried the 855.782.6443 number again thinking something went wrong on their side. after another 20 minutes spoke to a woman, gave her all the information AGAIN, and told I was NOT authorized on this account, I yelled in the phone that my husband was deceased/DEAD and I need help to stop service, immediately put on hold with NO explantion, after another 15 minutes I determined I waS NOT going to get further help. I had a complete meltdown and called the BBB and received kind advice to lodge a complaint. I need help closing this account, this house closes on June 10th or 11
Initial Complaint
05/28/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Per their website service was scheduled to be provided on May 27th for trash pickup even though a federal holiday. Received no notification that service was being rescheduled. Contacting customer service is not possible though they keep promising to improve. Service cost is $37.12/month. Business has promised in the past to improve communication, customer service and service. Have not seen any improvements. My account number is **************.
Business response
05/31/2024
May 31, 2024

Hello Chris,

Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration you've experienced with receiving your alert and communications with us.

We understand the inconvenience you've faced and want to assure you that addressing your concerns is a top priority for us. To improve accessibility, we recommend utilizing our website's chat feature at www.wm.com. Your feedback has been documented as discussed regarding your experience with our chat as well.

I've personally communicated with my manager and the alert/website issue you advised, has been addressed. It appears that after further research, an error had occurred. Due to the inconvenience, you will see an adjustment of $9.30- on your next invoice. 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, 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,
Candace E
Customer Experience Agent- WM Cares
Customer response
06/03/2024
[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
05/24/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Waste Management has been consistently missing our scheduled trash/recycling pickups but marking them as complete in our account. When we reach out, we get no resolution. We are paying our bill on time but not receiving services that we pay for
Business response
05/30/2024
May 30, 2024

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

Hello Emily,

Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration you've experienced with your service.

We understand the inconvenience you've faced and want to assure you that addressing your concerns is a top priority for us. I attempted to reach you at (***) ***-**** but was unsuccessful. The drivers will be coached to tag your pickup onsite to avoid incorrect reporting. I was able to confirm that your missed recycling service was picked up 5/30/2024. Additionally, I'll be closely monitoring your account for the next 30 days to ensure that your service is completed as expected. 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, 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,
Candace E
Customer Experience Agent- WM Cares
Customer response
06/21/2024
[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
05/22/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 5/17/24, I placed an order for a roll off dumpster for a job our company was going to do. I asked for the dumpster to be delivered on 5/20/24. On 5/22/24, our employees drove 4 1/2 hours to the job site only to find out that the dumpster was not delivered. After spending hours on the phone with WM, I finally reached someone (Jeff) who was at least willing to try and help. He said he could see that multiple people had been in our account today. No one could help. They only offered "I'm sorry". What good does that do our company!? I ended up speaking with 4 different people. It wasn't until the last call (Jeff) that he told me he could not help me but has giving my information to Alex who will call me. I wanted a refund of our $859.35 because WM does not deliver to the location I requested online. No one, absolutely no one called me or emailed me between 5/17 and 5/22 to tell me they did not deliver to the location. HOWEVER, they sure charged our company credit card! Now I have to jump through hoops to try and get the money credited back to our credit card. Employees on the phone tell me I have to do it online...online says I have to call to get the money back. Frustrated doesn't even seem to cover how upset we are that a company this huge cannot get one thing straight. I am still waiting for "Alex" to call me to discuss how I can close the account and get the money refunded to the company card. Meanwhile, I spent my day looking for another dumpster company so our crew could do their jobs.
Business response
05/28/2024
May 28, 2024

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

Hello Rose,

Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration you've experienced with account set up.

We understand the inconvenience you've faced and want to assure you that addressing your concerns is a top priority for us. We have sent your feedback to our digital partners to improve our digital processes when we set up accounts. This will improve service moving forward.

Your refund request was submitted 5/22/2024 and please let me know if there are any issues with receiving your refund. 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, 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,
Candace E
Customer Experience Agent- WM Cares
Customer response
05/30/2024
[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 ********. Our company has been refunded.

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