Complaints

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

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  Waste Management

  800 Capitol St Ste 3000 Houston, TX 77002-2945

• 

  Cleveland Hauling

  6705 Richmond Rd. Solon, OH 44139

• 

  Waste Management Inc

  390 Innovation Way Wellford, SC 29385

• 

  Waste Management of St. Tammany

  2685 Gause Blvd W Slidell, LA 70460

• 

  Waste Management

  1714 N Polk St Corinth, MS 38834

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had multiple problems with WM since they bought out Ray's Trash. Most recently I have called them three times to have a dumpster emptied....they keep emptying the wrong dumpster!! The dumpster is now overflowing and causing a health hazard. I just called again today and requested a meeting with the local representative and was treated very rudely by the customer service agent. We will see if the meeting happens, but I'm not holding my breath. To my knowledge, this dumpster has never been emptied and we've had it for a year.

  Business Response

  Date: 07/15/2024

  ******, thanks for reaching out to us. After a review, you spoke with Route Manager ****** ******** who brought the driver along to view the correct dumpster that should be serviced.  We apologize for your experience when calling in to report missed pickup of your dumpster. We value your feedback and will use it as an opportunity to improve. 

  Customer Answer

  Date: 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

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had three trash cans sitting outside my house for trash pick up. The driver only picked up two of the trash cans and left the 3rd one. I have had multiple issues with waste management not doing their job. I have been living in this house for a little over a year and I've never had any issue. Last time i called about them leaving the boxes that were left for trash the *** said it needs to be in a trash. so i ensure all trash is in a trash can and the driver decides to pick up 2 of them. I call again and the *** said they pick it up as a courtesy, which i tried to explain they have picked up my trash previously. Waste Management has not sent any communications of their rules and regulations regarding trash pick up . I pay entirely too much in taxes for my trash to not get pick up. There are other houses on my street that will leave boxes and trash outside of trash cans and they still get picked up. So for things to continue to be sometimesy is frustrating.

  Business Response

  Date: 07/16/2024

  July 16, 2024
  
  Better Business Bureau complaint # ********
  WM Account # ************
  
  Dear Raeja,

  Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with only 2 of the containers being serviced.
  
  After review, you spoke with ********* who set up the new account for the additional containers since the service only includes one can.
  
  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

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After holidays, my trash doesn't get picked up. When I call, I can't get a real person. The *** states the trash was picked up, I request and report a missed pick up, but nothing happens. This is the 3rd time this has happened. I tried other companies and we have so few good trash people to choose from. Prices are increased without notice. Tired of there not being any solution to monopolies. I was on hold for 45 minutes, with recording saying I will be connected within 3 min. Wrist a crock. I wish there were more businesses in my price range to choose from. Atlanta Waste management weren't like this branch. WM, if you get them, with promise they will pick up, but no one shows up. Shame on them!!

  Business Response

  Date: 07/15/2024

  ******, thanks for reaching out to us. After a review,you spoke with an Agent who advised the has to be completely closed and all trash must be inside of the container in order to service you. We apologize for your experience when calling in regarding missed service. We value your feedback and will use it as an opportunity to improve. 

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel since June 5th. I have left multiple messages and so has my husband. I also submitted an online request. I have not received a call back or an email from Waste Management acknowledging my cancellation. I did however receive another bill that I will not be paying.

  Business Response

  Date: 07/16/2024

  July 16, 2024
  
  
  Better Business Bureau complaint # ********
  WM Account # *****************
  
  Dear **** and *****,
  
  I apologize that you experienced issue with canceling service and appreciate the opportunity to address your concerns. After a review, you spoke to ******** who cancelled your service effective 06-04-2024. Also, Murtise attempted to reach you at ************ to confirm cancellation of service but was unsuccessful.  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 ************ option 3.
  
  Very Respectfully,
  Chanthall C.
  Customer Experience Agent- WM Cares

• Initial Complaint

  Date:07/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Waste Management is stealing from a customer and has NO customer service line that works.I paid $155 for ********************** at our home at ******************************************We then sold the property at the end of April.I called on May 1 to cancel service and was told I would receive a refund for May and June in a few days.Instead, WM reversed my April payment in full and told me to wait for a final bill.They then purported to "close" the account 3 weeks later, on May 25 but did not issue a final bill, instead issuing a delinquency notice. When I contacted them, they said to just wait for the final ******* LATE June they issued a final bill as of May 25 (three weeks after I had stopped service, so charging me fees for May) and TWO LATE CHARGES of $10 each, claiming I had not paid on time. I want a refund for May 1-25, and a refund of the two late fees. I paid in full on time and they reversed the payment to issue a final bill that never arrived. They have NO CUSTOMER SERVICE LINE THAT ANSWERS. Twice I waited on hold for 55 minutes, after being told the wait time was 4 minutes. I have written extensively to customer service and they do not read the notices. This business is engaged in deceptive behaviors or rank mismanagement. If they are willing to steal by overcharging customers and assessing late charges to which they are not entitled, they are certainly doing that to other customers who would just give up. I closed the account as of May 1. I want a refund for May 1-25 and a refund for the two late fees they are wrongfully charging me. Frankly, I want them to refund the entire final amount I just paid for the hours they spent wasting my time trying to contact a single customer service person to address this issue. It is outrageous that they have no working customer service line and refuse to read the customer correspondence. The CEO should be ashamed to run this business.

  Business Response

  Date: 07/16/2024

  July 16, 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 the billing.
  
  After review, you communicated with ****** who explained the final invoice was for April and May since the cancellation was 5/25/24. We have received your payment.    
  
  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: 07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action DOES NOT resolve my complaint.  

  
  Waste Management fails once again to pay attention to my complaint and all the documentation I provided.  I cancelled service May 1 not May 25.  I should not be charged at all for May.    On top of that, I was assessed two $10 late fees, even though I paid on time.   I am owed a refund for what you have charged on the final bill for 25 days in May plus $20 for the two late fees.    I paid on time for ************** (see the screenshot I attached in my first communications with you).    When I cancelled on May 1, Waste Management reversed my payment (on May 7 - which is proof that I cancelled before May 25), and told me to wait for a final bill.   You then sent me a bill for all of April and 25 days in May (even though I cancelled at the start of May) AND CHARGED ME TWO LATE FEES.  

  What is the problem with this company.   Customer service is atrocious.  Please advise that you are actually reading the correspondence and making a refund.  In addition, you have NO WORKING CUSTOMER SERVICE number.  I have been on indefinite hold.   

  Please address this promptly.  
  
  Regards,
  
  ******** ******
   

  
  

  Business Response

  Date: 07/23/2024

  July 23, 2024
  
  Better Business Bureau complaint # ********
  WM Account # ***********
  
  Hello ********,  

  After review, ****** explained the past due balance was for April and May since the account was cancelled on May 25, 24. We have received your payment and there is now a $0 balance.
  
  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: 08/02/2024

  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.  
  
  For the LAST time, I cancelled this account at the start of **** NOT May 25.   I was then charged two late fees EVEN THOUGH I had paid ****** **** June in full in April.   When I cancelled in early **** Waste Management reversed the entire April/May/June payment, but failed to close the account in their systems for 25 more days AND did not send me a final bill.  They then sent me a delinquency notice! and when I inquired I was told to ignore it and wait for the final bill.  In the meantime, when I finally did receive a final bill, Waste Management charged me for two $10 late fees and for 25 days in May that were AFTER I had asked to close the account.  I only paid the belated final bill to avoid FURTHER UNWARRANTED LATE CHARGES.  AS SUCH, I DO NOT ACCEPT THIS RESPONSE.  THE FAILURE OF WASTE MANAGEMENT TO ACTUALLY READ THE CORRESPONDENCE, THE LACK OF ANY ACTUAL CUSTOMER SERVICE LINE THAT ANSWERS, AND THE GENERAL INCOMPETENCE OF THIS COMPANY IS ASTOUNDING.    

  Having failed to provide a refund for:  (1) the 25 days in May 2024 that post-date my request to close the account/stop service, and (2) the two $10 late charges when I paid in full for April/May/June in early ****** but was refunded and told to wait for a final bill when I closed the account, only to have the final bill include late charges, I am left with no other conclusion.   The ineptitude of WM customer service at this point can ONLY be intentional.  I am left with no option but to consider filing a lawsuit against Waste Management unless this is addressed and I receive and apology from **************** and a refund (for 25 days prorated in May and two $10 late fees) within the next 14 days.   In addition to the money owed, I will seek compensation for all the time it has cost me to follow up on this matter.

  I will also be reporting this to California's consumer protection bureau and/or attorney general's office at this juncture because I am sure this is happening to other consumers who just give up and have late charges and other charges wrongfully assessed after closing their accounts and NO WAY to contact this company.  Just plain unacceptable.

  Regards,
  
  ******** ******
   

  
  

• Initial Complaint

  Date:07/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been using Waste Management for trash collection for almost 4 years since October 2020. At the time I ordered service the trash cans were on back order but I was not informed. I paid for 3 months of service in advance. It took nearly that long to get the can and a week later I got a bill for the next 3 months which I refused to pay until they applied a credit for the unused days of service. Once applied I was told that the service could be suspended if the credit didn't cancel out the charge before the next bill processed, which would be entirely up to the computer system. Apparently they also have no way to let the drivers know when there's a new pickup on their route either because it took a couple weeks for them to pick it up. Ever since then, whether or not I pay doesn't seem to matter. They always get paid by I don't always get my service. My service was even canceled without informing me. After 3 weeks of no trash service I called but could only get bounced around automated system that seemed to think I was in *****. After 3 days of trying I finally got a *** and paid the remainder of the service cycle which was all she said that I had to do. No mention of any charge to restart service. Now I have I $142 bill because they charged me to restart service and yet they continue to pick it up or not based on whether or not the driver feels like it. Specifically, 2 weeks ago I ***orted the missed pickup. I recurve an email response saying it would be picked up Monday the following week. Again, the driver said it was picked up when it wasn't. Again I ***orted it and it was finally picked up on Tuesday. I receive calls multiple times every day from them wanting my money but when I answer they hang up. I tried again to call today and was offered a callback within 1 to 2 hours that never came. I advised them in an online chat session that I would be ***orting them to the BBB. I can't even cancel my service because I can't get them on the phone! I'm done Thanks

  Business Response

  Date: 07/16/2024

  July 16, 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 the billing.
  
  After review, I attempted to reach you at ************ but was unsuccessful. I was able to process an adjustment for the resume charge leaving a balance of $72.51.
  
  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

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have failed to pick up the trash. Monday it appears they picked up everyone else's trash on the street, but skipped my can. I notified the ***************** to come complete the job. They did not return. They did not respond in any way to my request. This has happened twice before, but on those occasions, they did return the following day, and completed the work. In the past when speaking to a representative of the City, I said, since you didn't come out, I would subtract a weeks pickup cost from my bill. The **** said I couldn't do that, and I would be fined for not paying the full bill. How is that not illegal? They can demand payment for a service they don't have to complete. I simply want them to do the job and come pick up the trash. If they wait, and just return next week, that is a failure to do the job, and I should not be required to pay, as the service wasn't performed this week.

  Customer Answer

  Date: 07/11/2024

  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 7/8/2024 and assigned ID ********.
  
  Regards,
  **** *****

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Waste Management is our trash pickup service for our neighborhood (*************). We scheduled a bulk trash pickup on July 2 and as of July 8th the items are still on the curb. I've made 6 calls to customer service and the agent puts me on hold and never returns to the call. I've contacted WM via their chat and the agents just drop the chat.We just moved into our home 2 weeks ago and have many, many things on our schedule to take care of relocating across country.... in addition to our (my wife and I) jobs. I do not have time to sit on hold for hours during my work day!Please just do your job and what you promised!!

  Business Response

  Date: 07/15/2024

  *******, thanks for reaching out to us. After a review, you spoke with an Agent who explained bulk item pickups are on the 1st and 3rd week of each month and your boxes are scheduled to be picked up on 7/18. We apologize for your experience when calling in to get your boxes pick up.  We value your feedback and will use it as an opportunity to improve. 

  Customer Answer

  Date: 07/18/2024

  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 complaint was in regards to a pickup scheduled for July 4, not July 18.
  
  Regards,
  
  
   
  

  Business Response

  Date: 07/30/2024

  July 30, 2024
  
  BBB Complaint ID:  ********
  WM Customer ID: *****************
  
  Hello ****, 
  
  

  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration you've experienced with boxes not being pick up timely.  There was a service delay that prevented us from servicing your bulk items on 7/4.
  
  

  After review, Murtise confirmed with you the boxes were pick up by our operations team on 7/18/2024.  
  
  

  Please call me or respond to this email if you need further assistance. Again, please accept our apologies for the frustration caused by this situation.
  
  

  If you would like to discuss this more, please call us at ************ option 3,and we can review it immediately.
  
  Very Respectfully,
  Chanthall C.
  Customer Experience Agent-WM Cares

• Initial Complaint

  Date:07/08/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday 7/3/2024 I checked my WM holiday pick up schedule on their website since my normal pickup day was Thursday the 4th of July. It states that pickups on 7/4 and 7/5 will be delayed by one day. Not possibly delayed or may be delayed but WILL BE DELAYED. So on the night of the 4th I roll my bin out with the expectation that it would be picked up on the 5th. When it was not I did some digging to find out that my route was indeed picked up on the 4th. I chatted with customer service on Saturday and was told that the driver would not be returning and I should "take advantage of my local landfill". Fast forward to Monday when I call to cancel my service. . . No details of my experience were asked for so that this could be prevented in the future and no refund for the remaining weeks of service that I had already paid for.

  Business Response

  Date: 07/16/2024

  July 16, 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 the service and the refund post cancellation.
  
  After review, there is a credit of $20.60 on the cancelled account. I issued a reversal back to your checking ending in 3974. Please allow 6-10 business days for the credit to reflect in your bank account.  
  
  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: 07/18/2024

  [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

  Date:07/07/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Waste Management bought out my Patriot Disposal, my trash service provider. I did not want to continue with Waste Management contacted them to cancel my service on June 24th. I paid for 3 months with *******, and still had 1 month prepaid for July. When I asked for a refund, they said they did not get my money from Patriot and would bot refund.

  Business Response

  Date: 07/12/2024

  July 12, 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 your refund.  
  
  After review, you spoke with ******* who processed the refund request of $18.75.I will continue to monitor the account and follow up to ensure you received the refund.  
  
  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: 07/16/2024

  [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.