ComplaintsforWaste Management

Garbage Removal

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

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.
Initial Complaint
05/21/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had a bulk item pickup scheduled for Friday, May 17. It never came. I contacted WM customer service on Monday, May 20 and was told the item would be picked up the next day. On Tuesday, May 21 the truck came for the dumpsters, but the couch remained. Now the HOA is very upset as am I. I have made repeated attempts to contact WM about this but either am treated hostilely by agents or am disconnected from the chat app or phone tree. Name: James *******// Address: ** ******* ***, *********, ** *****// Confirmation Number: ***********// Item: Couch
Business response
05/24/2024
May 24, 2024

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

Hello James,

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

I spoke with you on 5/23/2024 and apologized for us scheduling your bulk pick up incorrectly. I personally confirmed with our Operations team that your bulk pick up was collected on 5/23/2024. You mentioned having issues with being disconnected from our automated system. The customer service phone number for your area is 822-606-52004, and then you want to follow the prompts. To improve accessibility, we recommend utilizing our website's chat feature at www.wm.com, as you also mentioned you made use of. I pulled the 5/16/2024 call you had with our representative Casey, and we will follow up with her internally so that we may provide better service moving forward. Your feedback regarding your communications with us have been documented and please know that this is invaluable to us. We are 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
05/24/2024
[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
05/21/2024
Complaint Type:
Billing 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.
This company refuses to cancel my service and continues to bill me, while no longer actually providing any service. I called the company on 3/18/24 to request service be cancelled as of 3/31/24. I then received a bill for service in April. The bill states that it includes a price increase which requires my consent and that paying the bill deems consent. Or I could terminate the agreement with 30 days notice. I called the company and again requested service termination. At this point I was sent a copy of the 2018 contract with Advanced Disposal Services (later taken over by waste management) requiring a 60 day notice in writing via certified mail. I sent this letter and it was received, as evidenced by return signature. They are now billing me for May services. Not only are they disregarding my termination request, and implementing a price increase that I did not agree to, they are not actually providing any service. The property is unoccupied and no waste is being generated or collected.
Business response
05/24/2024
May 24, 2024

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

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

After review, Sales Agent Gabriel confirmed the cancel letter was received and due to the Service Agreement attached for your reference the account will cancel June 1, 2024. The removal is also scheduled for the first week of June.

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
05/16/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I moved from my prior home on 11/30/2023. My garbage bill was paid up through 12/1/2023 with 0 balance showing online. I've had auto pay for many years. I started getting a bill for $71.85 in March 2024. The invoice didn’t show what service they were billing for or what the dates of service were being billed. The Customer ID was different from my other accounts. (29-************. The Invoice # is ************-6. I contacted Customer Service on 3 separate occasions to find out what the charges were for and no one was able to tell me. I was told it looked like I didn't owe anything & to ignore the bill. Now they have sent me to collections. I still have auto pay. If this bill truly belongs to me, why didn’t they pay it?
Business response
05/21/2024
May 21, 2024

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

Hello Loraine,

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

On 5/15/2024 Daniel transferred you to Cristian since he did not handle your area. Cristian was able to advise you that your balance was from your temporary dumpster that you had for one month. Unfortunately, your account was not set up on autopay. Thank you for your payment and getting your account to 0 balance. I requested that we removed you from our collection dialer so we will no longer call you. My apologies that Diedra, on 4/17/2024, did not realize that your account was past due and that. We will follow up with this internally.

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
05/21/2024
[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
05/15/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
There customer service is awful, I have tried to get a broke can replaced for months now. They keep telling me to leave on the curb for a week period and nothing. Last week I called again as to why they stated they did not have gate code. They service our entire community how do they not have the code. I was promised again last Wednesday , again did not show. I called again last Thursday and they stated Friday for sure and again nothing and the can is still there. My HOA is done giving me extensions. I called weekly taking time away from work and again months later I still have the broken can.
Business response
05/22/2024
May 22, 2024

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

Hello Dawn,

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

We understand the inconvenience you've faced and want to assure you that addressing your concerns is a top priority for us. I confirmed with your operations team that your container was delivered on 5/21/2024. We had an operational delay and then we were unable to get into the gate previously. Our Route Manager went to your property yesterday and confirmed with the owner that the correct container is onsite. The newer containers are taller and thinner, so they appear smaller. My apologies for the confusion. 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
05/25/2024
[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
05/14/2024
Complaint Type:
Product 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 moved out all my house back in November 2023. I have been trying to cancel my account with Waste Management company ever since. First time I attempted I was on hold for over an hour to finally get a hold of the right person, the agent convinced me that account has been closed, just to find out it actually was not and I was billed again for $331.79 I made another phone call. Talked to this lady this time, and I asked her to give me any type of proof for my records that I made this phone call and that my account has been closed, to which she responded that there’s no way of doing so, they do not issue any type of receipts or any confirmation but she reassured me. 110%. That account has been closed just to find out ( yet again) it hasn’t been closed and I was billed AGAIN, This time ( third time) I tried to email them. Looks like The email they have on the bill is invalid, because the email was rejected. I was hoping this time I will have some type of paper trail which I didn’t. Please help me with this matter. I cannot continue paying for services I do not utilize , I moved out of the house and out of the state more than six months ago, no one lives there!!! and they keep charging me for something that I don’t use. Please help me thank you so much.
Business response
05/21/2024
May 21, 2024

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

Hello Tetyana,

Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration you've experienced with long hold times, billing, and the cancellation of your account.

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. This will prevent you from experiencing long hold times in the future.

I spoke with you today and emailed you contact information for the city. Please call the city and ask if the water is still on at your old property: ***** ** ***** *** ******* *** **********.  According to the city ordinance, running water and at least the minimum trash service is required.  We are unable to close the account unless the water is turned off or the new owner calls. Effective 5/18/2024, your account has been prorated for monthly service ($14.45/month) as per our discussion and your consent. The prorate will be updated on your next billing cycle. I will monitor your next bill to ensure the billing updates correctly. We will service your trash on the Friday of the first full week for this property and will await an update from the city or new owner. I will monitor the account for the next 30 days. Charges stay with the property owner based on the close date of the home sale.  Our city of Auburn customer service also has an exclusive phone number here at WM: (253)-939-9792 if you need further help.

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

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary