ComplaintsforWaste Management

• Initial Complaint

  12/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a one year rate lock contract with waste management dated 4/17/2020. I called on Nov 23, 2020 to suspend service for the winter as we go south for 4 months. I spoke with Janice who put our service on hold till the end of April 2021 and she never said a thing about a charge and I have never been charged for this. I just received a bill for $40 to NOT pick up my garbage. I called them and they said they will not waive this charge. Apparently a contract is only good for me to abide by, not them.

  Business response

  12/28/2021

  December 28, 2021

   

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

  Waste Management Account #801-*****

   

  Dear Judith,

  Thank you for reaching out to us regarding your billing concerns. I attempted to contact you at 715-557-2700 to discuss further however I was unsuccessful. After a review, there is a charge for a vacation hold that is assessed on the account. Since you are a valued customer, I have waived that charge for this vacation hold. This is a standard charge that will be billed going forward. Please accept our apologies for the inconvenience this has caused you.

  If 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

  12/30/2021

  [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.  
  
  
  
   
  

  Customer response

  11/08/2023

  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.]
  
  Regards,
  
  
   Wm bought out our garage co. Now they charge for everything under the sun. I want to end service with them.I never signed a contract with them. There is a note on our bill that they will charge to pick up our cans, one of which belongs to the company they bought out. I have tried to stop auto pay so they won't charge me this fee. And there's no way to do it. The form says are you sure you want to continue and there is no where to type yes. I want out of this horrible company with out them nickel and diming. Just come get the cans
  

  Business response

  11/09/2023

  November 9, 2023
  
  Better Business Bureau complaint # *******
  WM Account # ************
  
  Dear Judith,

  I apologize that you experienced issues with reaching customer service to cancel service and appreciate the opportunity to address your concerns. After review, your account was placed on vacation hold as you requested. We value your feedback and will use it as an opportunity to improve. 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,
  Chanthall C.
  Customer Experience Agent- WM Cares

• Initial Complaint

  10/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved to ****** ******** 4 years ago I started garbage with advanced disposal or waste Management whatever it is now. I have tried to remember every 3 months on the exact date to pay my bill but I have a lot going on I work 6 days 12-hour shifts. Sometimes I'm a day or two late on the bill because I have asked for a bill for 4 years I have never got one bill or email to help me know when my bill is due. I get a bill for everything else except for this. And then when I call to pay it it's a $45 garbage fee plus a late fee of another $50 or more so every 3 months I'm paying $90 up to $140 because of late fees. Like I said I asked every time if I could get a bill sent to me so I don't have to keep paying late fees, of course I get the answer yes we will send a bill, well for four years not one bill and I can never get the late charges dropped even though I never get a bill. it's very frustrating and puts me in a depressed mood because I'm always paying late fees over this .thanks alot

  Business response

  10/22/2021

  October 22, 2021 

   

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

   

  Dear *******,

   

  We apologize that you experienced issues with billing and not receiving invoices, Brandon attempted to contact you at ************  and was unsuccessful. Our billing department confirmed paperless billing was on your account and the password expired in July. The password was reset to Trash123# per our billing department. 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

  10/28/2022

  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 charges me different amounts every pay period when the bill is due.sometimes it is right sometimes it is double the amount for no reason. Terrible customer service and service in general. I don't understand how they charge me $45 one pay period and then $110 the next pay period when it should be the same every time it's due I don't know if they're doing it on purpose because I complain so much but this is ridiculous to charge people double the amount for a trash can for no reason at first it seemed like they had me down for two accounts at this address just because two different people can pay it and they never reimbursed me for the money they charged / stole from me from prior years what is wrong with businesses today?

  
  Regards,
  
  
   

  
  

  Business response

  11/01/2022

  November 1, 2022

   

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

  WM Account * ********

   

  Dear ********

   

  We apologize that you experienced issues with billing and appreciate the opportunity to address your concerns.  Brandon attempted to contact you at ***** ******** however was unsuccessful. After review, the reason for the increase on your invoice was due to a valid resume service charge. 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

   

   

• Initial Complaint

  10/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Waste Management has failed to pick up my recycling and my neighbors recycling for six weeks. They sent a driver around to take pictures of our drive ways randomly and say that it is unserviceable. Who leaves their trash cans in their drive ways... Apparently waste management does, when I called the company to complain they were rude and did nothing to resolve the issue. two weeks later they once again send an email stating that they can not pick up the recycling. This is unacceptable, if the do not have enough drivers than waste management managers should get off their butts and run the routes. To not perform the six weeks is completely unacceptable and unprofessional. Along with this second complaint to the BBB I am also sending a complaint to the City of Port Orchard. It is time for this company to receive competition. Another Waste management company should be allowed to come in and replace this failure of a business

  Business response

  10/11/2021

  October 11, 2021

  
  

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

  Waste Management Account # 011-******

   

  Dear Jeffrey, 

  I apologize that you experienced issues with service and appreciate the opportunity to address your concerns. After review, Supervisor Chanthall attempted to contact you at 509-540-9638, however, was unsuccessful. The service issue was addressed by Management. Due to the missed service, a credit was applied to your account. Chanthall will continue to monitor your service for the next month to ensure no further issues. 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

  01/16/2024

  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.  
  
  Trash has not been picked up for a month. First contact two weeks ago the company stated nothing was wrong with the account at 5640 se Nelson Rd. Fact forward two weeks trash is still not picked up. On top of that wastemanagement now refuses to talk to myself or my mom. They have hung up multiple times when we call. My mom has alzheimers and has to drag her trash bin 100 yards to the RD. this is elder abuse, its forcing a frail lady with alzheimers to drag her bin to the rd and back due to not being emptied. The trash needs to be picked up and the entire month of December's bill needs to be wiped to 0 dollars
  Regards,
  
  
   
  

  Business response

  01/19/2024

  January 19, 2024
  
  Re: Better Business Bureau Complaint # ********
  WM Account # ************
  
  Hello Jeffrey, 

  I attempted to reach you at 509-540-9638 but was unsuccessful. After a review, you spoke with Cynthia who confirmed your name was added to the account for us to be able to speak with you about your mother’s account in the future with no issues and she added a note for our drivers to take all additional trash at no charge on the next service day. My dispatcher confirmed all trash was serviced today January 19th. Due to the service issues, I added one month credit of $24.15 to your account and that will be applied towards the next billing cycle. We also value your feedback about how the calls were handled with customer service and we will address that internally. Please accept our apology for any frustration this may have caused.

  
  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

  09/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  this is chris ******* i am here to file a complaint against waste management for failing to send me a garbage sticker for my trash can it's being since march 2021 i got that sticker on my can right now i always make my payment this company is treating me unfairly and i want this to stop right now when something happens i get behind on my service they suspend my account over it but when i ask them to do something for me they don't seem to care now on if i don't get any stickers for my can they will be reported once again

  Business response

  09/13/2021

  September 13, 2021

  Better Business Bureau Complaint #********

  Waste Management Account #596-*****

  Dear Chris ******* ,

   

  I apologize that you experienced issues with your request to have a sticker delivered. I thank you for confirming that one was already delivered and there is no need to get a new one out to you at this time. After a review, a Supervisor, Valeria, attempted to contact you however was unsuccessful. Again, please accept our apologies for the frustration caused by this situation.

   

   

  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

  Customer Experience Agent- WM Cares

  Customer response

  12/28/2021

  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.]
  
  Regards,
  
  
  am here to file a complaint against waste management for suspending my service without sending me letter statement saying so i have watched my mail everyday and i have not got nothing from waste management and by law they have to send a reminder my bill was due the 8th of December which i had no money due to christmas and they don't wanna give nobody enough time to make a payment on the account they are always in a hurry to cut me off of my service i don't like the way i am treated
  

  Business response

  12/30/2021

  December 30, 2021

   

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

  Waste Management Account #596-*****

   

  Dear Chris,

  Thank you for reaching out to us regarding your billing concerns and appreciate the opportunity to address them. I attempted to contact you at 304-235-6716 to discuss further however I was unsuccessful. After a review, we mailed an invoice at the end of September with a due date of December 3. We did not receive payment and a letter was mailed on December 13 notifying you of the past due invoice. We are very sorry you did not receive the reminder thru the post office. At this time, payment is required to resume the service. Thank you again for allowing us to address your concerns.

  If 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

  01/18/2024

  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.  
  
  I am here to file complaint against waste management for not picking up my trash my service day is every Tuesday in my area and there is no reason why the driver failed to run the roads are clean I need my trash picked up I can not wait another week put off because of weather this company is so sorry they don't want to work half the time they double charge me on my bill they want you do something for them but they don't wanna do anything for me this uncalled for I want my trash picked up
  
  Desired Resolution:
  Contact by the business
   
   
  

  Business response

  01/24/2024

  January 24, 2023
  
  Better Business Bureau complaint # ********  
  WM Account # ************
  
  Hello Chris,
  
  I apologize that you experienced issues with service and appreciate the opportunity to address your concerns. I attempted to reach you at (304) 235-6716 but was unsuccessful.  After review, we had weather delays in the area but did send notifications of these delays. I understand your frustration with the weather-related delays. There are many factors that contribute to the decision to delay service and safety is our priority.  We will try to recover your trash this week and advise you on the timeframe when it becomes available.  If not, we will accept double trash next service date.  I will follow up with you.  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

  Customer response

  01/31/2024

  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.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  I am here to file complaint against waste management for not picking up my trash I have 3 weeks of trash my service day is every Tuesday it's been 3 weeks since they service my community and my trash is getting out of control I have no place to take my garbage to I don't have no truck this is uncalled for I try calling them they keep lying coming up with excuses blaming the weather it's there fault they don't want to work they don't appreciate good customers like me this is a serious problem that needs resolved all I am asking is they come pickup my trash as they promised they sent me a bill $87 dollars but they don't want to do anything for me
   
  

  Business response

  02/01/2024

  February 1, 2024
  
  Better Business Bureau complaint # ********
  WM Account # ************
  
  Hello Christopher,
   
  I apologize that you experienced issues with your service and appreciate the opportunity to address your concerns.  I attempted to reach you yesterday at (304) 235-6716 but was unsuccessful.  We need an up-to-date phone number for you so you may set up alerts for delays at www.wm.com.  On January 30th your service was missed due to our driver running over his hours he is allowed to work.  We can lose our license if our driver goes over the allowed hours he can work.  I see we recovered your trash yesterday.  We do not offer billing adjustments due to weather or in this situation.  For weather delays, we advise to put your extra materials out next to your container in personal containers, bags, or boxes on your next service date.  We do not offer an adjustment for 1/30 since we recovered your trash next day.   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

  09/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have been advanced disposal customers for over six years. Advanced disposal was bought out by waste management and we have had problems ever since. They used to come two days a week at 7 or so inthe morning. We pay the bill early everysingle time. They only came once last week, and havent come at all this week. They are now outright lying saying that we didnt put our trashcan out two weeks in a row. Lies! We called them last week and someone was supposed to come pick it up, more lies. Never came. We called again,and again someone was supposed to come pick it up..more lies. Never came. We talked to one woman about cancelling and she informed us we would get a refund back. We talked to another person about cancelling and she said we would be charged some fee.We constantly get conflicting messages when communicating with these people. We are currently on hold for the third time (have been on hold for 45 minutes) Unacceptable! I am not sure how people are able to run a business thisway

  Business response

  09/13/2021

  September 13, 2021

   

  Better Business Bureau Complaint #********

  Waste Management Account #Q90-*****

   

   

  Dear Mr. ******,

   

  I apologize that you experienced issues with your service and appreciate the opportunity to address your concerns. Thank you for confirming when we spoke on the phone that the service was recovered and there was no need at this time to send a driver out for recovery. As promised, I did reach out to my operations team and reminded them to please make sure your service is completed every time. Again, please accept our apologies for the frustration caused by this situation.

   

   

  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

  Customer Experience Agent- WM Cares

   

  Customer response

  08/01/2022

  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 consumer filed complaint 17640064 on 7/28/2022 that was closed in accordance to the BBB's duplicate policy. Below are the details provided. 

  I am really not sure of where to begin. Waste Management could be the worst waste company ever founded. Firstly, the didn't pick up our trash last week. They picked it up once last week. When I contacted consumer service, she told me she would contact "dispatch" and they would email me back. That never happened. Now onto this week (the following week). They picked up the trash Monday, but didn't pick it up today. We pay for twice a week pickup. When we contacted them today she said they still have us down for 3pm-6pm pickup. That also never happened. I forgot to say last week, the website indicated they picked it up at a certain time. I know that to be a lie because we have a camera and I went to the time and no truck came by here or drove by here. They tell flat out lies at this company and they need to be investigated. Others in my neighborhood have similar complaints. There is a reason for their one star review on google. New people LISTEN TO THE REVIEWS, DO NOT PAY THESE PEOPLE. Lastly, I had to be informed through the rumor mill that they now will be moving to once a week pickup. This was never explained to us at all, I think they were just planning on surprising everyone. Another mark of a horrible company. These people do not care about you at all, they care about profits and the company. It is now Thursday at 8pm, my trash is still on the curb piled high. Waste management made, yet again, another empty promise. If we call them tomorrow they will say they will send someone out right away, knowing full well they wont. Also known as lies. Which is why they need to be investigated. I know in my heart, this trash wont get picked up until 3 days from now. Which is a disgrace and they should be embarrassed for operating a "business" this way.

   

  Finish the job; Contact by the business; PICK THE TRASH UP

  
  
  Regards,
  
  
   
  

  Business response

  08/18/2022

  August 17, 2022

   

  Better Business Bureau complaint # ********

  WM Account # Q90-*****

   

  Dear Chadwick,

  Thank you for reaching back out to us regarding your service concerns. After further review, our records indicate the account is closed and the container was removed. The last payment for $78.21 has been refunded back to your bank account. Again, please accept our apologies for the frustration caused by this situation.

  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

   

• Initial Complaint

  08/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Billing errors by WM resulting in suspension of service

  Business response

  08/12/2021

  August 12, 2021

   

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

  Waste Management Account **********

   

  Dear *****,

  I apologize that you experienced issues with the billing on your account and appreciate the opportunity to address. I attempted to contact you to discuss further however I was unsuccessful. Our records indicate the past due amount was paid and your account is set to resume your next service day Monday, August 16. Your next invoice for $82.66 is due August 14. The resume charge has been waived due to the confusion of your billing. We offer autopay using your credit card, debit card or checking to prevent any late charges or service interruptions. You can set up autopay by visiting www.wm.com and your account information. 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 us at [email protected] or by phone at 713-512-6200 option 3.

   

  Very Respectfully,

  Yvonne A.

  Customer Experience Agent- WM Cares

  Business response

  08/26/2021

  August 26, 2021

   

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

  Waste Management Account # *********

   

  Dear *****,

  I am very sorry to hear there was a delay in trash service. I reviewed your account, and the trash will all be recovered on Monday, August 30. There was a credit placed on the account for the delay when you spoke with Sheena, thru the chat option. 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

  10/20/2022

  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 8/9/2021 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  08/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I can't get a live person to set up trash. I been given several numbers. Once I got through but was given the run around

  Business response

  08/11/2021

  August 11, 2021

   

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

  Waste Management Account #S5M-*****

   

  Dear Christine,

  I apologize you experienced issues with contacting us to set up service. I attempted to contact you however I was unsuccessful. Our records indicate you were contacted by a customer service agent to set up new residential service. You are scheduled for a delivery of trash and recycle for Tuesday, August 17. I am very sorry to hear about your experience when calling in for assistance and value your feedback. We will use your feedback to make improvements. 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

  08/18/2021

  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.]
  
  Regards,
  
  
   Trash company never showed up to deliver trash can
  

  Business response

  08/24/2021

  August 24, 2021

   

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

  Waste Management Account #S5M-*****

   

  Dear Christine,

  I am sorry to hear the container was not delivered in a timely manner. After further review, the driver delivered the container to your home on August 23. I am very sorry for the delay and confusion in locating your home. We appreciate your assistance and patience. Again, please accept our apologies for the inconvenience 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

  11/15/2021

  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.]
  
  Regards,
  
  
  Last week trash company was a late picking up trash. Yesterday was scheduled pick up. Today is Thursday and they never showed up to collect the trash. Some of my neighbors trash was picked up but no one on my street ross dr had their trash picked up. I ended up disposaling it myself into a nearby dumpster otherwise hoa will fine me for trash sitting out and not picked up. There is no excuse why they cannot or will not pick up trash. This not the first this is happened. They want to bill us for services non rendered it seems like
  

  Customer response

  08/18/2022

  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.]
  
  Regards,
  
  Trash company left trash can in middle of road causing an accident. My mirror got damaged by trash can in the road.
   
  

  Business response

  08/22/2022

  August 22, 2022

   

  Better Business Bureau complaint # ********

  WM Account # 4A4-*****

   

  Dear Charlotte,

  Thank you for reaching out to us regarding your damage claim. After a review, you spoke with Julie at our Corporate Office, and she provided you claim number 133665926 and the phone number to our insurance company Gallagher *******. I apologize for the experience with our driver and appreciate your cooperation in getting to this to our insurance company which will now be your point of contact going forward. 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

   

*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. ↩