ComplaintsforWaste Management

Garbage Removal

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Initial Complaint
06/19/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have had residential trash and recycling service with WM since spring 2023. The rates I agreed to and have paid for over a year are $46.65/quarter for trash and $15.54/quarter for recycling, despite the fact that they are charging me for double the number of pickups I need and 4-8x the bin capacity, because it is the only option they provide and other companies in my area similarly only offer the most expensive option. Past bills reflect these rates. The invoice WM sent on 6/15/2024 reflects a 20% rate hike, to $55.98 for trash and $18.66 for recycling. There was no advance notice of this change and I did not agree to it. There is only a note on the invoice itself, citing unspecified cost increases and saying, basically, that they can change the rates however and whenever they want. Additionally, they have a policy of charging "$75 plus taxes and charges including WM’s Energy Surcharge" (the latter is an additional, variable fuel charge they tack on to our bills) if you cancel, to trap people with their services. WM is charging significantly more for trash and recycling pickup than customers agreed to and making it impossible to shop for better rates. Additionally, when there was heavy snow in March 2024, they sent a notice saying pickup would be delayed by one day. On the updated pickup day, they did not show up, and they did not credit me for the skipped pickup. They are knowingly charging for services not rendered. When I signed up, I asked for smaller bins and/or less frequent pickup. They refused. Before submitting this complaint, I emailed them as requested on their BBB profile to request invoice correction, and they replied with a form letter telling me to call a number (where they could put me on hold and give me the runaround). I replied asking them to escalate to someone who could help, and they immediately replied back with an almost identical form letter. Their request to email before filing a complaint is disingenuous.
Business response
07/02/2024
July 2, 2024

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

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

We understand the inconvenience you've faced and want to assure you that addressing your concerns is a top priority for us.

After review, Alexander attempted to reach you via phone and email but was unsuccessful. He would like to review and assist with your concerns, but he will need to speak with you.

Once again, we apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.

If we have not addressed all your issues or something arises, please call us at 713-512-6200 option 3, and we can review immediately.

Very Respectfully,
Chanthall C.
Customer Experience Agent- WM Cares
Customer response
07/03/2024
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.

A person by the name of Alex called and left a voice mail yesterday afternoon, then sent an email telling me to call the company back at a generic phone line with a very long wait time ("over 30 minutes" at time of writing). The company did not even wait 24 hours before declaring that they were "unsuccessful" in reaching me. I have replied to Alex's email; I requested that they communicate via email or at *least* schedule a time to call me, rather than insisting upon wasting my time demanding that I call them so they can put me on hold, and I noted that they should already have all necessary information from the attachments I included in my complaint, anyway. I repeat my request that they correct the pricing to the rates I actually agreed to and have paid for the past year.

Regards,
Veronica *******

Business response
07/15/2024
July 15, 2024

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

Hello Veronica,
After review, Alexander attempted to reach you again via phone and email but was unsuccessful. Please reply to Alex via the email so he may assist with the pricing concern.

We apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.

If we have not addressed all your issues or something arises, please call us at 713-512-6200 option 3, and we can review immediately.

Very Respectfully,
Chanthall C.
Customer Experience Agent- WM Cares
Customer response
07/30/2024
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.
The last time Alex contacted me was on July 15, saying "Your new rate per quarter is $75 and I credited $15 to your account." Given the way WM bills (multiple separate charges and fees, some of which vary bill to bill and in which trash and recycling are two separate line items), it is unclear what this means, so after some thought, I replied on July 27 asking for clarification and assurance that $75 is the corrected sum total I will be charged in future, not an amount to which fees or other line items would be added. Alex has not replied.

Regards,
Veronica

Business response
08/06/2024
August 6, 2024

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

Hello Veronica,

After review, Alex confirmed he replied to your email clarifying your new pricing.

Once again, we apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.

If we have not addressed all your issues or something arises, please call us at 713-512-6200 option 3, and we can review immediately.

Very Respectfully,
Chanthall C.
Customer Experience Agent- WM Cares
Customer response
08/20/2024
[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. Alex did reply with confirmation of the price correction some time after the last exchange here. I will check the next bill to make sure it matches what they said.
Initial Complaint
06/19/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
WM website does not clearly identify what type of waste and trash can be picked up. I cleaned up my lawn and garden and had bags of yard waste and mulch. I called and got a clear direction of how to dispose of such from agent on 6/13/24 for 6/14/24 pick up. I followed instructions and had assistance setting the bags at the curb. The first pick up guy put a sticker saying no bugs on bag. Called agent apologized and sent someone back out, 2nd pick up guy put sticker saying mulch is trash. Called back on 6/17, supervisor said notes say dirt and mulch. I explained no dirt, just mulch and I cannot lift bags alone which is why I called on 6/13 and followed agents instructions. Supervisor said will send someone out 6/18, no one came out at all! Called 6/19, supervisor now saying no much pick up. I asked how does everyone else w lawns in neighborhood dispose. She couldn’t tell me that. I said sup Told me someone will come on 6:18 and that didn’t happen even tho note was left. My cameras says WM is lying. I told sup I’m being blown off by your entire team and previous sup said no need to put in trash bags, they will note account to pick up lawn bags as trash on 6/18 which did not happen. WM has given false direction and failed promises all week and no leader wants to take responsibility for their failed instructions and promises. I explained several times I followed your instructions and I can not lift bags alone now. First no bugs, but you’re a garbage company, then said mulch is trash, then said it was dirt in notes which was a lie, then said we don’t accept mulch now, then said we came out but lied, now saying we need you to put in a garbage bag and we will accommodate as a courtesy. This is a service I pay for and rarely use and when I try to, no one from the fields or office wants to do their job. I’ve been blown off and disregarded and this is unacceptable customer service from such a large company. Supervisor told me nothing they can do and can’t escalate issue.
Customer response
06/21/2024
Better Business Bureau:

This letter is to inform you that Waste Management has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/19/2024 and assigned ID ********.

Regards,
Initial Complaint
06/19/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Rainwater transported the waste management container from its original site at **** ******** ******* to **** ******** *******, three buildings distant on the same side of the street, due to  flooding area around it. This happened in January 2024. Since then, we have tried numerous times via phone and email to get the container removed, but to no avail. Typically, the reaction is the same: we'll forward the request to the management division, we'll be in the area, we'll give you a call back, etc. Meanwhile, the city of winston salem has asked us to get rid of this container, I have lost tenants, and I have a pending violation from the fire department requesting that this container be removed. Meanwhile, the city has asked us to get rid of this container, I have lost tenants, and I have a pending violation from the fire department requesting that this container be removed. As I sent them an email on my most recent attempt, I could see they were fed up with my repeated requests for them to take away the container because he replied, "I just want you to be aware that next week is my final week for this role." I'll be moving to a new market area and have accepted a new employment with WM. The Customer Care Department's toll-free number is 866-258-5619" I told them around a month ago that I would get in touch with BBB if they did not get rid of the container. In answer, it was said that in order to access the container they would have to remove the metal fence next to the container, would that be ok? I said: "Yes!, please,". Thus far, nothing, was been done. For the last five months, I have been requesting constantly, but nothing has changed. has cost the company, one renter, and more than $750.00 to clean the area around the dumpster and pay a rubbish removal contractor to clean up the area twice after Waste removed the incorrect container, leaving the complex without a container and residents had to leave there trash on the ground. We need the container to be remove
Business response
07/08/2024
July 8, 2024

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

Dear Lynda,
Thank you for bringing your concern to our attention. We sincerely apologize for the frustration with the container removal.

We understand the inconvenience you've faced and want to assure you that addressing your concerns is a top priority for us.

We attempted to reach you at ************ but were unsuccessful. My Route Manager sent a driver out to remove the dumpster on July 6th but due to the location of the dumpster our truck was unable to remove it. We will need to use a crane. My dispatcher is getting that arranged. I will continue to monitor the account and follow up to ensure the removal is done.

If we have not addressed all your issues or something arises, please call us at 713-512-6200 option 3, and we can review immediately.

Very Respectfully,
Chanthall C.
Customer Experience Agent- WM Cares
Customer response
07/08/2024
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.
I reject the response since I have been repeatedly informed (by phone and email) that they attempted to remove the container but were unable, that they are sending a crane, taking down the fence, etc., but nothing ever happens.
By the way, after a second inspection by the fire department, Ferrell Realty was given a $350.00 citation with the number J020462. They will charge a significantly larger cost if the container is not removed on or before July 25th, at the latest.

Business response
07/15/2024
July 15, 2024

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

Hello Lynda,
After review, I attempted to reach you at ************ but was unsuccessful. I spoke with Mary who confirmed the removal was completed.

Once again, we apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.

If we have not addressed all your issues or something arises, please call us at 713-512-6200 option 3, and we can review immediately.

Very Respectfully,
Chanthall C.
Customer Experience Agent- WM Cares
Customer response
07/30/2024
[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 ********, and yes, the container was removed.
Initial Complaint
06/18/2024
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.
I was attempting to have waste management pick up my trash can I had accidentally forgot to put out on the curb. Waste management said even though the drivers were still in my area it would cost $115 to return for a pick up. The only other option was to wait a week for trash pick up with dirty diapers outside in the middle of summer.
Business response
06/25/2024
June 25, 2024

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 scheduling a driver to return last week after you missed the pickup.

After review, the standard charge for a driver to return would be $115. The driver is sent back to recover at the end of their route. They are not able to be sent back right away since they have their route to follow.

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 **
Customer Experience Agent- WM Cares
Customer response
06/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

They’re charging more than my monthly payment to pick up my trash due to one error on a first time occurrence. This charge seems outlandish and there’s no justification as to why the price is so far fetched. There needs to be some kind of resolution that does not mean I have to pay my trash bill for 3 months in a single month.

Regards,

Business response
07/01/2024
July 1, 2024

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

Hello ******,
After review, as previously stated in order for a driver to be sent back there is that return charge. We understand that this was the first time you had missed the pickup. We suggest the can be placed out the night before if possible and if not as early as 6am on service day.

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 **
Customer Experience Agent- WM Cares
Customer response
07/16/2024
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.

How can you justify the pricing when it’s way outside of margins for other comparable trash delivery services?
Regards,
Initial Complaint
06/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I work for a company that has a rental house that the service was recently switched from the City of WM (Waste Management). I'm trying to set up WM for payment but their customer service just transfers me or disconnects me after multiple times/hours on hold. I have a simple request, I want a W9 for who we are paying, WM Corporate Services, Inc. No one seems to be able to provide me with one and I get no where other than the service disconnected. Can someone please call me and send me a W9 for WM? My email is **************.com
Business response
06/25/2024
June 25, 2024

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

Dear Jennifer,

Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with obtaining the W9.

I reached out to my billing Supervisor Monique, and she provided me the attached W9.

We apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.

If we have not addressed all your issues or something arises, please call us at 713-512-6200 option 3, and we can review immediately.

Very Respectfully,
Chanthall C.
Customer Experience Agent- WM Cares
Customer response
06/26/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
06/17/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
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 live at *** ***** **., ****** ******* Texas. We had a storm the beginning of a May our trashcan was removed, stolen or blown away. There’s been (7) seven garbage pick up cycles since we’ve put in the first replacement request through Harker Heights. I’ve also contacted waste management corp. waste management refers me back to harker Heights ,,,,Harker Heights says they don’t have a clue. My husband is 100% disable. Im a small woman There are maggots all over the trash bags and we are having to put maggots filled trash & garbage in our personal vehicle to transport it to the local landfill it’s over 100°!!! My husband fell out & had two seizures trying to put the trash in our vehicle to take to the landfill. Harker Heights has been closed so we are now paying to go to the next city over to dispose of our garbage & we are still being charged for garbage, that is not even being picked up !!!!! Waste management will not take trash bags. They will only collect the garbage from the receptacle that they provide !! They will not provide us with another one & they have no clue when we can get one or how we can purchase one !! Why hasn’t it been replaced we need immediate help before someone gets sick at the house or if my husband is no longer able take the trash there , I need a reimbursement for the trash that we have already dropped off and had to pay for! Please give us a new trash reciprocal!
Business response
06/25/2024
June 25, 2024

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

Dear Lashanda,
Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with the container delivery delay.

As we discussed we were experiencing operational delays in the area. However, you confirmed the delivery was completed on June 20th.

We apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.

If we have not addressed all your issues or something arises, please call us at 713-512-6200 option 3, and we can review immediately.

Very Respectfully,
Chanthall C.
Customer Experience Agent- WM Cares
Initial Complaint
06/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I payed for a yard waste bin for the season like I have for the past several years. We are 9 weeks into the season and I have had to call 7 of the 9 weeks because the company, either doesn't come at all or lies about why they couldn't pick it up. Either way, I am paying for a service that isn't being provided. I have called multiple times with little to no resolution. Today they offered a 12 dollar credit to my account. I would rather they just perform the service that I have paid for. Never had an issue with them until the city took over and now it's a head ache and wish I had other choices beside this lousy company.
Business response
06/20/2024
Charles, thank you for reaching out to us and we apologize for the inconvenience. We are currently reviewing your account and will be in contact to discuss further.
Customer response
06/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. They have told me in two separate calls someone would call me back. It has not happened either time. I don't feel by them typing it will be any different then them saying it over the phone.

Regards,

Business response
06/28/2024
June 28, 2024

Dear Charles,

I apologize that you experienced issues with your yard waste service and appreciate the opportunity to address your concerns. Murtise spoke with you on 6/28/2024 and confirmed your yard waste was service on 6/26/2024.
Again, please accept our apologies for the frustration caused by this situation.
If you would like to discuss this more, please call us at 713-512-6200 option 3, and we can review it immediately.

Very Respectfully,
Chanthall C.
Customer Experience Agent- WM Cares
Customer response
06/28/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
06/14/2024
Complaint Type:
Customer Service Issues
Status:
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.
Called wm in 5/28/2024 spoke with Hailey and ordered a 2yrd dumpster be delivered on 6/4/2024. As of 6/4/24 no one came. 6/5/2024 called back to hailey and she didn't answer. Finally 6/6/24 she said she wasn't sure and find out and call me back. But as of now it's 6/11 for delivery. I explained our trash is piling up high in shop to keep from animals and it stinks. She said she call me back. I waited and I called left voice mails but no return call. Then 6/11/24 came and no dumpster. I then seen where they canceled for 13th. I emailed and called hailey and still no response. On 6/13/24 at 4pm I called in main number after many attempts to hailey and spoke to an Alex. She advised couldn't send me to manager or do anything but send hailey an email to find out. I then received an email 6/13 at 6pm from hailey saying "sorry we can't do 2yrd due to safety and being resident." I tried to call no response. So on 6/15 I called again to see if maybe go by our buisness name instead if help. Spoke to a Katie, she was rude and upset from the start. You could tell she had me on speaker phone and was trying to upset me and kept cutting me off when I was trying to just ask about doing buisness way instead. She yold me your being difficult. That really upset me when all iv done is trying to figure out what's going on and how to handle it. I have my call log, emails, and recorded phone calls to prove it. I just want help to figure out what to do. Our trash is so high and so much it's getting bad. I have a lot of health issues and it's hard for us to get this to dump with no truck and trailer. The way these girls are at the office in commercial is ridiculous and very unprofessional. This is not how you treat people. All I have done is try get trash pick up.
Business response
06/20/2024
Amber, thank you for reaching out to us and we apologize for the inconvenience. We are currently reviewing your account and will be in contact to discuss further.
Initial Complaint
06/14/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
After a phone conversation with Devin ******, Inbound Account Manager - Florida Retention Department for Waste Management in later April of this year I emailed Mr. ****** on April 26, 2024 requesting copies of the three recycling contracts our company has with his company for our commercial properties in Sarasota. On April 30, 2024 he sent us three contracts for the three properties. The two agreements for our other two Sarasota County properties were more recently executed and came in a more updated format than the one regarding the North Washington Blvd property in question. The North Washington Blvd contract was signed and initialed by our representative only and there were no terms listed including the terms of canceling or making changes to the account as there were for the other two more current contracts for the other two accounts. After figuring out how to open this older file and struggling to reach Mr. ****** by phone for a few days I emailed Mr. ****** on May 1, 2024 asking him to call my on my cell phone at his earliest convenience. After finally being able to reach him on the phone a few weeks later and discussing this fact that there was nothing saying we couldn't cancel our agreement he emailed me a new service agreement summary with a much newer, updated look that did include all of the conditions of the agreement including canceling the account except nothing was executed by them or any representative of our company. I immediately spoke to Mr. ****** on the phone that day and after a lively discussion he emailed me that he would start the 30 day cancelation process and a member of his team would reach out to me. Also, he wrote that he would get a member of the HR department to confirm that there is not a confirmed agreement. I have not heard from anyone since so today I called and after being transferred twice I spoke to a woman who told me she is going to speak with her boss and call me back. There way of doing business is deplorable.
Business response
06/25/2024
Eric, I apologize for your experience & understand your frustration. I would like an opportunity to review your account and ensure any outstanding issues have been resolved. Please send your account information/customer ID/account number to [email protected] (Subject: BBB REVIEW) or call 1-713-512-6200 option 3. Thank you.
Business response
07/15/2024
July 15, 2024

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

Dear Eric,
Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with the rate increase.

After review, you communicated with Sales Manager Benjamin and the rates were reduced for all three accounts.

Once again, we apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.

If we have not addressed all your issues or something arises, please call us at 713-512-6200 option 3, and we can review immediately.

Very Respectfully,
Chanthall C.
Customer Experience Agent- WM Cares
Customer response
07/17/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
06/13/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We had garbage removal services through ******** Haulers. We found out that they were to be taken over by Waste Management on May 1, 2024. Our previous experiences with Waste Management have been awful. I called and canceled our service with ******** ******* on April 24, 2024. I was told to leave the trash cans by the side of our garage and they would be picked up within 10 business days. I called and started services with Aspen Waste the same day. They delivered our trash cans on April 26, 2024. Our first garbage pick up with them was on May 3, 2024. We waited the 10 business days and went on vacation during that time. We returned from vacation on May 18, 2024 and the garbage cans from ******** ******* were still at the side of our house. I have called Waste Management multiple times each week since returning from vacation to request they pick up the garbage cans from ******** Haulers. Each time I have been told to leave the cans at the end of our driveway and they would be picked within a couple of days. It has been 7 WEEKS since I canceled our garbage service with ******** Haulers. We still have the garbage cans sitting at the end of our driveway. Today we arrived home from work and it appeared that Waste Management tried to empty the empty garbage cans. We want the garbage cans removed from our property within the next couple of days.
Customer response
06/14/2024
Better Business Bureau:

This letter is to inform you that Waste Management has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/13/2024 and assigned ID ********.

Regards,
Julie *******

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