ComplaintsforWaste Management

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Waste Management employs the most inept, incompetent, and apathetic people I have ever seen. Multiple times over the past two years they have missed their scheduled pickups, missed the scheduled delivery of dumpsters and garbage cans, and have insulted and hung up on not only myself but several other of my employees. I have also personally heard racist slurs come from their customer support staff before I was hung up on. Several times I have inquired about an employees name or a departments phone number and was basically told to **** off before I was hung up on. I have also personally been to their sorting facility at 12122 Bay Ridge Dr. in Burlington, WA and have taken pictures of toxic materials such as paint thinners and batteries that routinely were not excluded from organic materials to be deposited into landfills. Not only were these items missed, but I noticed two of employees actually see these items, but let them go by anyway saying "oops, oh well" and laughed about it. After this complaint I will be starting another one with the EPA.

  Business response

  05/17/2022

  May 17, 2022

  
  

  Re: Better Business Bureau Complaint #********

  WM Account #901-*****

  
  

  Dear Matthew,   

  Thank you for reaching out to us regarding your experience with our service. I attempted to contact you at 440-******** to discuss your concerns further however I was unsuccessful. I apologize for your experience when calling in for assistance along with our facility. We value your feedback and will use it as an opportunity to improve. Thank you again for the opportunity to address your concerns. 

  If you have questions or concerns regarding this matter, please feel free to discuss it with us at [email protected] or by phone at 713-512-6200 option 3.

  
  

  Very Respectfully,

  Yvonne A.

  Customer Experience Agent- WM Cares

  
  

  Customer response

  01/30/2023

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  Waste management has repeatedly been unable to fulfill service obligations. I have not had recycling picked up since late 2022 and garbage pickup is typically being missed every other week the past several months. Calls to customer service repeatedly have been unable to get a rescheduled pickup or resolution to the issue citing weather related issues. There has not been rain/snow every day of the week since 2022 and multiple 2WD vehicles in the neighborhood are able to operate daily without issue. USPS, EPS, FEDEX, and Amazon all operate at our service address without issue in 2WD vehicles. Our address sits on a city plow route as per the city snowplow map. I just want waste management to fulfill their service obligations since service is mandated with them.
  
  Regards,
  
  
   

  
  

  Business response

  02/07/2023

  February 7, 2023

   

  Re: Better Business Bureau Complaint # ********

   

  Dear Matthew,

  I apologize that you experienced service delays and appreciate the opportunity to address your concerns. After review, the delays are due to weather. I understand your frustration with the weather-related delay. There are many factors that contribute to the decision to delay service and safety is our priority. Please provide the best number to reach you so we may discuss further. Again, please accept our apologies for the frustration caused by this situation.

  Please feel free to reach us at 713-512-6200 option 3. 

  Very Respectfully,

  Chanthall C.

  Customer Experience Agent- WM Cares

   

  Customer response

  02/08/2024

  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.  
  
  Regards,
  
  
  Routine trash service was missed. Repeat follow-up request to recover service was also not fulfilled. This is a recurring issue yearly. Nearby areas with regular severe weather do not have regular missed service. All I ask is that someone collects the trash in a few days even if it is late. Refusing to service my address repeatedly several times a year is not appropriate.
  

  Business response

  02/09/2024

  February 9, 2024
  
  Better Business Bureau complaint # ********
  
  Hello Matthew,
  
  After review, it appears that you have no active account with us currently.  In your area if there are weather delays, we recover all extras the next safest service date.  I attempted to reach you at (440) ******** but was unsuccessful.  Please provide the best number so we may assist you since we need more information.  Again, please accept our apologies for the frustration caused by this situation.
  
  If we have not addressed all your issues or something arises, please call us at 713-512-6200 option 3, and we can review immediately.
  
  Very Respectfully,
  Candace E
  Customer Experience Agent- WM Cares

• Initial Complaint

  04/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  WM double billed me. I am set up for autopay, however I paid my bill in its entirety on 3/17. Then, on 4/4, WM charged my card again.

  Customer response

  04/07/2022

  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 4/6/2022 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  04/01/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Contacted WM and spoke to Kelly ****** about a quote on a dumpster (was quoted $270 a/m with $215 delivery fee). After some back and forth I emailed her that I wanted to proceed with said dumpster and asked what the best form to proceed was email, call etc. Waited for a reply assuming I would be sent over details/contract to review before finalizing and never received an email or call back. To my surprise I get a call about a week later that a dumpster was being delivered (wasn't even there at the moment). Called to ask details about pricing, pick up, payment etc. because again was never contacted. Told me the same thing. A week or so later we received a bill of $960, called again and was told they put in a request for Kelly and her supervisor to call me back. Again a week or so later they did not call. Called again, talked to lady who told me a dumpster should never have been delivered without scheduling a time with me, and that it was strange there was no contract or paper work under my account (again was never sent anything to sign so I never signed anything). Lady put in another request this time with her higher up and kelly/supervisor and said to wait 3 business days and never received call. Eventually reached Kelly via email and told her I wanted to cancel account because I never officially authorized anything and was lied too about prices. She let me know that everyones bill is the first 2 months, but again was never told anything because no comm so not sure how I was supposed to know. Asked her to cancel account, she said she would. A week later dumpster still there, email again she says they're working on it and would check on it. Never heard back it's been two weeks and dumpster still there. Now we get billed AGAIN this time over $1,000 when account was asked to be cancelled 3 weeks ago. Everytime we call we get told we'll get called back and never do. Never signed anything / was told account was cancelled so not sure while we're being billed at all.

  Customer response

  04/04/2022

  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 4/1/2022 and assigned ID ********.
  
  Regards,
  

  Briana ******

  
  

• Initial Complaint

  03/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I recently learned that I with the latest rate increase, I would be paying nearly three times what my neighbor pays Republic for trash service. I have been trying for two weeks to end my service with Waste Management. I sit on hold, then when an agent answers I am told I have to be transfered to a different number. Today I went to their website, registered as a user (which I haven't done in the 20 some years I've been their customer, just so I could try to close my account. I couldn't. I used the chat box, which seemed to recognize that I wanted to end my account but gave me the same customer service phone number I've been using. On Monday 3/28 I did talk with an agent, explained that I wanted to close my account and why, and was told I would be transferred. When I baulked at being on hold again, the agent said I would receive a phone call form the correct department within 72 hours. It is past 72 hours now. The company name on my bill is Waste Management of Indiana. Their website is WM.com. All I wanted was to close my account. I had no intention of reporting a complaint until today.

  Business response

  04/07/2022

  4/7/22

   

  Re: Better Business Bureau Complaint # ********

   

  Dear David,

  We apologize that you experienced issues with your request to have your account cancelled, Brandon attempted to contact you at (765) 628-**** to confirm you had spoken with one of our agents on 4/6/22, but was unsuccessful. Your WM account has been cancelled and the removal of  your can is scheduled for Friday, 4/8/22. Please make sure the container is curb side by 6am. Again, please accept our apologies for the frustration this situation has caused.

  Should you have questions or concerns regarding this matter, please feel free to discuss it with me at [email protected] or by phone at 713-512-6200 option 3.

  Very Respectfully,

  Yvonne A.

  Customer Experience Agent- WM Cares

  
  

  Customer response

  04/07/2022

  [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 ********. 

  When arranging for the call back, I gave my cell number and asked to be called at that number. If Brandon did call the number in your letter, he would have been calling our home phone, which would explain why it wasn't answered. 

  It is sad that after over 25 years as a Waste Management customer, I had to file a complaint with the Better Business Bureau to close my account. 
  
  
  
   

  
  

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased & filled 2 Bagsters ($29.99 each) the weekend of Mar 6, 2022. I scheduled the pickup online on Mar 7 & received order #165008237. My debit card was promptly charged the $348 fee. The bags were never retrieved. I called 877-789-2247 on Mar 15 & was told their system showed the job was completed. The rep promised to look into it and return my call. She did not. Instead, I received an email on Mar 16 with a new order # (165008251) and a "bag ready" date of Mar 17. I called on Mar 17 to confirm pickup & was assured the bags would be collected that day. They were not. I called on Mar 18 & was then told WM had 5 days from "bag ready" day to collect the bags. I called again on Mar 21 at 1:39 pm. The rep said she was going to try to have the bags retrieved that day & would return my call to confirm. She did not. Rather, I received 2 simultaneous emails at 2:54 pm-1 saying WM was on the way to retrieve the bags & the 2nd a "Collection Confirmation" saying the bags were retrieved. I sent an email to [email protected] that evening (Mar 21) demanding that the bags be removed by Mar 23 (to avoid being fined by my HOA) or that I be given a full refund. I included photos of the bags still in my front yard to counter the "Collection Confirmation". I called again on Mar 22 & was told the rep would escalate the issue to a supervisor & return my call (she did not). I received a response to my email that same day (Mar 22) saying the email was sent to the operations team for resolution. To avoid being fined by my HOA, I contacted a local contractor who retrieved the bags on Mar 22. I responded to the email on Mar 22 notifying WM that I'd had the bags removed by another vendor & demanding a refund of the $348 fee. To date (Mar 30), no one has returned my calls, nor have I been issued a refund.

  Customer response

  04/01/2022

  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 3/30/2022 and assigned ID ********.  Despite my ongoing efforts to resolve this issue directly with Waste Management/Bagster, it was only after I contacted them via email to inform them that I had filed complaints with the BBB and the Alabama Attorney General's Office that they returned my call for the very first time, and informed me that they were going to process the refund.  The refund was returned to my bank account today.  I am disgusted by their actions and convinced that they would have continued to ignore my repeated calls for help and request that they refund payment for a job they did not complete had I not involved BBB and the Attorney General's Office.  A check of their online reviews shows this behavior is a pattern.  I urge you to continue to monitor their unscrupulous actions. 
  
  Regards,

   

  Dawn ****

  Complaint #********

  
  

• Initial Complaint

  03/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Friday, March 18, 2022, while collecting trash, the trash truck accidentally dropped our trash container into the dumpster truck (see attached video). The driver said he can't pull out the container, so we have to contact Waste Management on Monday 03/21/22. A replacement container was scheduled for delivery on Friday 03/25/22. It didn't show up. We contacted Waste Management again on Monday 03/28/22. A 2nd delivery was scheduled for Tuesday 03/29/22 (today). It didn't show up, again. We do not know what the problem is, and we have been out of trash container since 03/18 (12 days as of today). We offer to pick up the trash container during our last conversation with the company but was rejected due to some safety concern. They fail to deliver the replacement twice without giving any reason or apology. We will continue to contact them but, in the meantime, we need BBB's assistance to get their attention and do what they're supposed to service for their customer.

  Customer response

  03/30/2022

  Better Business Bureau:

  
  
  This letter is to inform you that we received the replacement trash container this morning, finally.

  Since the complaint was about not receiving the trash container, we ask that you close the case (********) as the issue had been resolved. 

  
  Regards,

  Jennifer ****

  
  

• Initial Complaint

  03/29/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We have trash service and the drivers are lazy and will not get out to pick up trash that falls out of the can. We called about a dumpster and we were refused one because they are short staffed. My trash has also been missed on pick up day. We asked for a 2nd can and again we were refused. This is horrible service and for what we pay (which is way more then other companies) we shouldn't be refused service.

  Business response

  04/05/2022

  April 5, 2022

   

  Re: Better Business Bureau Complaint #********

  WM Account #767-****

   

  Dear William,

  Thank you for taking the time to speak with me regarding your concerns about trash service. As we discussed WM offers additional 96-gallon containers for $11.40 per month. With your approval, we scheduled delivery for an additional container on April 7. There is a delivery charge discounted at $25 plus fuel and environmental charges. I apologize for your experience when calling in for assistance. We value our feedback and will use it as an opportunity to improve. Thank you again for allowing us the opportunity to address your concerns.

  If you have questions or concerns regarding this matter, please feel free to discuss it with us at [email protected] or by phone at 713-512-6200 option 3.

   

  Very Respectfully,

  Yvonne A.

  Customer Experience Agent- WM Cares

   

   

  Customer response

  04/05/2022

  [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

  03/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Account was closed the first week or March after a company representative was rude to my husband after our garbage was missed twice. We paid for the year upfront in full, I was originally told that my payment method which was my credit card would be reimbursed. After my reimbursement wasn't completed, I called a week later to be told that my refund would be processed within four weeks by a check being mailed. Still waiting for the refund at this time.

  Business response

  04/01/2022

  April 1, 2022

   

  Re: Better Business Bureau Complaint #*********

  WM Account #488-******

   

  Dear Christina,

  Thank you for reaching out to us regarding concerns with your refund. After a review, Supervisor Val attempted to reach you at 262-721-**** to discuss further however we were unsuccessful. Our records indicate that a credit card reversal was processed for $382.74. Please allow 3-5 business days to reflect on your credit card statement. I apologize for you and your husband’s experience when calling in for assistance. We value your feedback and will use it as an opportunity to improve. Thank you again for allowing us the opportunity to address your concerns.

  If you have questions or concerns regarding this matter, please feel free to discuss it with us at [email protected] or by phone at 713-512-6200 option 3.

   

  Very Respectfully,

  Yvonne A.

  Customer Experience Agent- WM Cares

  Customer response

  04/01/2022

  [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

  03/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Danny ******* is the name on the paper statements. Janeen ******* (wife) is on the email correspondance We have used WASTE MANAGEMENT trash service for some 30plus years. Costumer ID # 1-59810-***** We had been paying online and I wasn't really sure what other services were charging. I noticed that over the past few years that the cost kept rising. I was paying nearly $800 for trash service per year! I checked out other services and found out that I could get the same service for less than $265 a year. I called waste management which I thought was a local bussiness and had to call Houston Texas. I canceled with them and the kind lady managed to get my account ended and my money refunded for the next couple of months that I had already paid for. This was in December and my credit card was credited $194.05 on December 23 2021. I returned my trash containers to the northwest Topeka location, within the 2 weeks in order to save the $85 pick up fee. I have been getting phone calls and bills for the past couple of months for a $94.73 bill they claim I owe. I have sent them info saying I no longer have an account. The say they will turn me over to a collection agency.

  Business response

  03/31/2022

  March 31, 2022

   

  Re: Better Business Bureau Complaint # ********

  Waste Management Account # 754-****

   

  Dear Janeen,

  I apologize that you experienced issues with the billing and appreciate the opportunity to address your concerns. After reviewing your account, Supervisor Chanthall attempted to contact you at (785) 286-**** however was unsuccessful. An adjustment was processed leaving you at a zero balance. Again, please accept our apology for any frustration this may have caused.

   

  Should you have questions or concerns regarding this matter, please feel free to discuss it with us at [email protected] or by phone at 713-512-6200 option 3.

   

  Very Respectfully,

  Yvonne A.

  Customer Experience Agent- WM Cares

   

  Customer response

  03/31/2022

  [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

  03/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had been a waste management customer since moving to my horse property in Queen Creek in March of 2015. Since July of 2021--February 2022 this company began missing one of the two pick up days that they had established for me to follow. I reached out to their premier customer service and got some assistance there in getting my trash picked up which is mostly horse manure. I did not hide that fact from the customer service rep I spoke with. During this period of time WM sent out a letter letting customers know that they were installing cameras in their trucks to ensure that "proper" waste was being picked up but did not identify what that was. Also mentioned was weight of the containers however when pressed what the weight was supposed to be I was told it was 250 lbs. for the containers that I had. Recently, one or two of my canisters were not being serviced due to weight violation. I tried to figure out what I needed to do to correct this issue but only got ambiguous answers until a fellow named Eric ****** called to inform me that I could not nor ever should have put horse manure in the canisters and this would no longer be tolerated. My ONLY option was a metal dumpster that would nearly quadruple my waste management bill. From $360.00 (approx) every 3 months it would inflate to $400.00 a month. I told him I couldn't afford that and said I would switch companies. I also said because they were basically firing me as a customer I wouldn't pay for the canisters to be picked up nor an early cancellation fee. The canisters are still sitting here and I am waiting for my final bill which would be for about 2 weeks of service. I want to resolve this matter as discussed and want those canisters off my property. Had I known back in July 2021 that my trash was unacceptable I would have switched companies then.

  Business response

  04/04/2022

  April 4, 2022

   

  Re: Better Business Bureau Complaint # ********

  Waste Management Account # 576-******

   

  Hello Carlyn,

   

  Supervisor Chanthall attempted to contact you at 602-741-3765 however was unsuccessful. After reviewing your account, we confirmed the container removal was completed on April 1, 2022. The removal charge has been waived and there is a zero balance on the account. Chanthall will continue to monitor the account to ensure no further billing is generated.

   

  Should you have questions or concerns regarding this matter, please feel free to discuss it with us at [email protected] or by phone at 713-512-6200 option 3.

   

  Very Respectfully,

  Yvonne A.

  Customer Experience Agent- WM Cares

   

  Customer response

  04/05/2022

  [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.  
  

  If there are any problems I will reach out again as indicated.

   

  Thank you,

  Carlyn Sikes
  
  
   

  
  

*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. ↩