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Business Profile

Garbage Removal

Waste Management

Headquarters

This business is NOT BBB Accredited.

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This business has 3 alerts

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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

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    Customer Complaints Summary

    • 2,817 total complaints in the last 3 years.
    • 969 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/16/2025

      Type:Product Issues
      Status:
      Resolved
      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 January 31 waste management cashed a check that was accidentally sent from my bill pay. I have contacted them three times and on the third time was transferred to a manager that told me there was nothing they could do or tell me. And that a check was mailed. I get emails on what will be arriving in my mail with photos, so I know it has not been delivered. Ive been told that it would take 7to 10 business days 4 to 6 weeks and we have surpassed all of those time frames. Each person I talked to said something different but seemed to see each call Ive made documented. I am seeking to get my money back. Thank you,****** *******

      Business Response

      Date: 04/22/2025

      04/22/2025

      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 refund.

      After review,we spoke, and billing was able to process refund, and you should expect the check on Friday 04/25.

      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: 04/26/2025

      [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:04/15/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      WM OVER CHARGES ME FOR PAUSING SERVICE (one time fee) of ***** and then restart service of ***** which was their error, They have credited me *****. I have been paying them around ****** every month for one regular trash container and one recycle. One customer service employee, ******, told me they were charging me for two garbage containers. ****** promised to go through my account with precision and get this resolved within 24 hours. This phone call was on 4/16/2025. I never heard back and since then I have called back and spoke to a Tammy, Robin, ******, **** - all promising me call back. Today, 4/15/25 I made my final call to **** cancelling service and to send me bill for one pickup which was yesterday 4/14/2025. I was informed they will pick up their bins on 4/21/25 but also charge me additional ***** for bin pickup. I informed them that I will not be paying this ***** fee because of all the time I wasted trying to receive customer service. Can ******************** find someone in HR or an employee who gives a **** about their service. My new garbage company is charging ***** QUARTERLY and includes senior citizen discount. When I cancelled WM they said they would give us same senior discount but I never heard of this perk. They even mentioned price match but I doubt that would happen because of extraordinary price difference and I still cant get an answer if I been over charged all these years for two garbage bins (excluding recycle). I been doing business with WM since 1985.

      Business Response

      Date: 04/18/2025

      April 18, 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. As we discussed over the phone, your account will be prorated for only 1 week of service which is $30.31 this will be the only amount due. 

       

      I will be monitoring the account and once I see the removal charge applied, I will have it waived, this would be $75 charge we discussed.

       

      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: 04/22/2025

      [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:04/15/2025

      Type:Billing Issues
      Status:
      Resolved
      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 was charged for a service not provided. On 4/2/2025 my recycling was not picked up. I received an email saying it was being postponed to 4/16. This is merely a play on words as that date is the next scheduled pick up date. So the pickup on 4/2 is just simply skipped, but still billed. **************** supervisor states they have no way of giving a credit or a discount. (There is a box on invoice marked Adjustments). So thats that. It is my belief that customer service is of zero importance to them as they are a monopoly and it just doesnt matter.

      Business Response

      Date: 04/18/2025

      April 18, 2025





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




      Subject: Clarification on ***************** Charge


      Dear ******,


      I am writing to address your concern regarding the charge for recycling service on April 2, 2025. I understand how frustrating it must have been to not have your recycling picked up as scheduled, and I apologize for any inconvenience this may have caused.


      We attempted to reach you by phone to discuss your concerns, but unfortunately, we were unable to connect. After reviewing your account, our records indicate that we returned on April 16, 2025, and serviced all of your recycling, including the items missed on April 2, 2025.


      Under these circumstances, we do not offer credit for the missed service, as it was completed on the rescheduled date. We appreciate your understanding and patience in this matter.


      If you have any further questions or need additional assistance, please feel free to call us at your convenience.


      Thank you for your cooperation.


      Best regards,



      Murtise H.
      Customer Experience Agent- WM Cares

      Customer Answer

      Date: 04/25/2025

      [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:04/14/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      4/9/25 waste management reported they picked up trash yet everyones trash is still outside. Happens frequently. When I call to complain they find a way out of it and blame us. Whole ****** was missed, about 25 families, but the driver reported pick up so we are not believed. Happens FREQUENTLY.

      Business Response

      Date: 04/16/2025

      April 16, 2025




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


      Subject: Resolution of Your Trash Pickup Issue


      Dear *******,

      I hope this email finds you well. I am writing to address the concerns you raised regarding the missed trash pickups in your area. I understand how frustrating it must be to see everyone's trash still outside despite reports of service, and to feel unheard when you call to complain. I sincerely apologize for the inconvenience this has caused you and your neighbors.

      During our telephone conversation today, you acknowledged that your trash was serviced. I informed you that I will personally monitor your service for the next 30 days to ensure that this issue does not recur. If you have any questions or concerns during this period, please reach out to WM Cares at ************, option 3, so we can address them right away.

      Thank you for your patience and understanding. We are committed to improving our service and ensuring that your experience with us is positive moving forward.


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


      Customer Answer

      Date: 04/22/2025

      [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 for now. The repetitive and long-standing nature of this issue makes me want to leave it open but I understand the need to close it.  When/if the issue recurs I hope I am welcome to resubmit. 



       

    • Initial Complaint

      Date:04/14/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      My main complaint with Waste Management is that there is no way, except online chat, to reach the company. We pay $70.56/qtr for weekly trash pickup and recycle pickup every other week. At times we've had both pickups missed. The containers are always placed by the road the night before pickup and are accessible to the truck. When a pickup is missed there is absolutely no way to contact the company. We can only look on our account dashboard to see our pickup schedule. April 14th our recycle was not picked up even though the can was placed the night before. When I looked at our dashboard it states " unable to pickup" with the detail "container not out". This is a bold faced lie. There is a "dispute" button, but when I select it it states "Area or contractual guidelines prevent us from returning until your next service day". What about their contractual obligation to provide the service that I'm paying for? They do not provide credits or any avenue to resolve.

      Business Response

      Date: 04/16/2025

      April 16, 2025




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




      Subject: Resolution of ********************** Issue


      Dear ***,


      I hope this email finds you well. I am writing to address the concerns you raised regarding the difficulties in reaching Waste Management and the missed pickups for your trash and recycling services. I understand how frustrating it must be to have no reliable way to contact us when issues arise,especially given the importance of timely waste collection.


      I sincerely apologize for the inconvenience this has caused you. During our telephone conversation on April 15, 2025, I informed you that the recycling service was rescheduled, and that the driver would be by to service you. Upon reviewing your account, I found that the driver had already been by to service you, but the container was not out. You acknowledged that it was a mistake and that your husband did not put it out as you had asked.


      We will service your recycling on your next service day,Monday, April 28, 2025. I will personally review your account on that day to follow up on your service and ensure everything goes smoothly.


      If you need any further assistance or have additional questions, please do not hesitate to contact us. We are here to help and ensure that your experience with us improves moving forward.


      Thank you for your patience and understanding.


      Best regards,


      Murtise H.
      Customer Experience Agent- WM Cares

      Customer Answer

      Date: 04/23/2025

      [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:04/11/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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 attempting to cancel my service for account ************** at ********************************* and am being given no way to do so. I contacted customer support via the online chat tool multiple times and was told I need to contact via phone. The phone number goes to a hold line that is not answered I've spent over 2 and a half hours holding on the phone with no indication that the call will ever be answered.

      Business Response

      Date: 04/15/2025

      04/15/2025

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

      Dear Jeramyn, 


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

      After review, you chatted with *****, who was able to process your cancel request. I did call you as well, but you were unavailable. Please continue to leave your container out visible and accessible for the removal and your account is set for cancellation on 04/19.

      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: 04/23/2025

      [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 will note that I was only successful in canceling service after I lied about the reason for cancellation. The business process of not allowing customers to cancel while being honest is hostile to customers. 


       


    • Initial Complaint

      Date:04/11/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Waste management has significantly increased their price without my knowledge. I waited over an hour to talk to someone on the phone and ended up going through online chat. Which didnt get me anywhere. The first ***** disconnected and the other one was no help either. This company is price gouging and ripping people off. I asked if I could purchase my own trash can and the ***** said they charge for the service not the can, but then the ***** said I could order a smaller trash can through them and that would slightly lower service fees. So if the trash can doesnt matter why the price change with a smaller trash can? I want my original price that I agreed on. I was never even notified of any up coming increase. Waste management is price gouging and it shouldnt be allowed.

      Business Response

      Date: 04/15/2025

      04/15/2025

      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 the recent price increase.

      After review, you chatted with 2 agents who did advise the price increase took effect on January 1st.  This price increase is part of a contract that WM has with Grass Valley and is non-negotiable.

      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: 04/18/2025

      Better Business Bureau:

      This letter is to inform you that Waste Management has not carried any proposals and it has not resolved my complaint, filed on 4/11/2025 and assigned ID ********.

      Regards,
      **** Henkel 

    • Initial Complaint

      Date:04/10/2025

      Type:Order Issues
      Status:
      Answered
      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 were promised service at 292 monthly with price lock for 1 year, wm almost immediately began increasing our rates, within less than 1 year they increased

      Business Response

      Date: 04/14/2025

      04/14/2025

      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 your pricing and contract.

      After review, you spoke with *****, our sales specialist and he was able to present to you some options regarding your price and contract. He also did attempt to reach out to you to confirm on Friday, 04/11. If you have further questions, please reach out to ***** at ************.

      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

    • Initial Complaint

      Date:04/09/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      They did not pick up my trash but one time during the entire month of December but charged me the regular amount this is wrong to charge for a service that did not occur.

      Business Response

      Date: 04/14/2025

      April 14, 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 service issues in December.

      After review, I issued an adjustment for a one-month credit of $24.42

      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,
      Chanthall C.
      Customer Experience Agent- WM Cares


      Customer Answer

      Date: 04/15/2025

      [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:04/08/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 originally signed up for service with a local company over 10 years ago. That company was sold, and my account was transferred to Waste Management or Advanced Disposal in ******* without my consent. Since that transfer:They charged me over $500 in penalties for overuse caused by third parties during a holiday closure.I have made over 10 attempts to cancel service since January, all of which were ignored or deflected between departments.They claim I am under an auto-renewing 5-year contract I never agreed to.Their records are inaccurate, listing a misspelled business name and an outdated employee contact from 2020.Despite my clear requests, they refuse to remove their dumpster from my property and continue to bill me for unwanted services.Resolution Requested:Immediate cancellation of the alleged contract.Immediate removal of the dumpster from my property.Cessation of all further billing.Written confirmation that my account is closed with no further obligations.I am also pursuing complaints with the ************************ and the ************************.

      Business Response

      Date: 04/11/2025

      April 11, 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 the request to cancel your service.

      After review, you communicated with ***** and the account cancellation has been backdated to 2/6/25.  It was also confirmed that you agreed to the removal charge being waived however you will be responsible for one of the overage charges.

      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,
      Chanthall C.
      Customer Experience Agent- WM Cares

    This business is not BBB accredited.

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