BBB Business Review

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Description

This company provides the collection and disposal of waste,
construction debris, and trash.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Waste Management meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Waste Management include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 2173 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

2173 complaints closed with BBB in last 3 years | 695 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 22
Billing/Collection Issues 764
Delivery Issues 71
Guarantee/Warranty Issues 3
Problems with Product/Service 1313
Total Closed Complaints 2173

Customer Reviews Summary Read customer reviews

4 Customer Reviews on Waste Management
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 4

Additional Information

BBB file opened: January 01, 1991 Business started: 01/01/1970 Business incorporated: 01/01/1971 in TX
Type of Entity

Corporation

Business Management
Mr. Bryant Dobbs, Sr. Director of Customer Experience Ms. Julie Bullocks, Director of Customer Experience
Contact Information
Principal: Mr. Bryant Dobbs, Sr. Director of Customer Experience
Business Category

RUBBISH/GARBAGE REMOVAL

Refund and Exchange Policy
Waste Management, Inc.
1001 Fannin Street, Suite 4000
Houston, TX 77002

WM Customer Cares Line: 1-866-566-6884
Monday – Friday, 8:00am to 5:00pm (CST)
Website: http://www.wm.com/index.jsp
Email: wmcares@wm.com

Additional Complaint Information
Electronic Communications:  By communicating through the BBB's secured, automated complaint system, the customer AUTHORIZES Waste Management to obtain and communicate their personal account information and personal information to customer and the BBB. If the customer does not wish to communicate via electronic methods, please call Waste Management or write to the address provided in this report.   

Waste Management On-Line Customer Service
Customer service site:  https://www.wm.com/myaccount/reportProblem.do?action=getOverview&segment=custsvc 

Customers can log into their account, pay a bill online, ask billing questions, report service issues, submit a sales request, look up a customer service location by zip code and click to chat live with a representative (limited availability).   

Frequently Asked Questions
Visit the Waste Management FAQ section at https://www.wm.com/myaccount/reportProblem.do?action=getCustServiceFaq&segment=custsvc

Pay by Phone
Make a payment at any time by using their automated phone system. Customers need their Online WM ezPay ID or WM Account Number and zip code. It is also recommend to have the Invoice Number. A small processing fee may apply.

Dial:1-866-WMI-2PAY (1-866-964-2729) Hours:24 hours a day, 7 days a week

Billing and Service
Billing Questions: Click on the following link for information on “How to Read Your Bill” and answer billing questions. http://www.wm.com/customer-service/read-bill/index.jsp  

Service Issue or Questions
To report a service issue, click the following link or for information call WM Customer Cares at 1-866-964-2878. https://www.wm.com/myaccount/reportProblem.do?action=newRequest&segment=custsvc

Request an Extra Pickup 
Customer may schedule an extra pickup online or contact the Customer Service Center to schedule a pickup 1-866-570-4702. https://www.wm.com/myaccount/reportProblem.do?action=newRequest&segment=custsvc     

Request a Bulk Pickup
Click on the following link for information on bulk item removal. http://www.wm.com/residential/additional-waste-services.jsp

Contract Terms and Conditions
The Service Agreement will include the number of months contracted for services.  After the initial Term, the contract will automatically renew for the same number of months unless either party gives the other party written notice, via certified letter, prior to the termination of the then-existing Term.  Please review the Agreement for time requirements regarding notification.  If there are questions or the customer needs a copy of the Agreement, click on the following link. https://www.wm.com/myaccount/reportProblem.do?action=newRequest&segment=custsvc  

Liquidated Damages
If a Customer terminates the Agreement prior to the expiration of the Term, the Customer will be subject to Liquidated Damages.  Please review the Agreement for terms regarding Liquidated Damages.  If any questions regarding the amount of Liquidated Damages which may be owed or if a copy of the Agreement is needed, please click on the following link. https://www.wm.com/myaccount/reportProblem.do?action=newRequest&segment=custsvc 
Alternate Business Names
Bagster Grand Central Sanitation Inc. Transamerican Waste U S A Waste Services, Inc. Waste Management (Gastonia) Waste Management Of Alameda County Waste Management Of Colorado, Inc. Waste Management of Minnesota, Inc. Waste Management of Ohio, Inc. Waste Management of Pinellas Waste Management of Sacramento Waste Management, Inc.
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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.