Business Profile

Garbage Removal

Waste Management

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This business has 3 alerts

Pattern of Complaints

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Complaints

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

Customer Complaints Summary

2,727 total complaints in the last 3 years.
892 complaints closed in the last 12 months.

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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:07/30/2025
Type:Order 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 would like to have our dumpster picked removed but WM is trying to charge us an exorbitant amount of money. They say we have a contract that automatically renewed in 2020 for five years. The way they do business is horrible. They have increased our prices without notice for years. When we called to cancel because we are going to save over $700 per month with another company they said we can sign a three year agreement to lower our bill with them by over $600 per month. Why can they do that now that we want to cancel instead of just charging us a fair rate to begin with? Now they will not let us out of our "contract/agreement" unless we pay them over $4,000 with only three months remaining in our "contract/agreement".
Customer Answer
Date: 07/31/2025
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.

The issue has been resolved.
Initial Complaint
Date:07/28/2025
Type:Order 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 was our mandatory recycling company. We paid our bill yearly. The contact with waste management was terminated not by me but by our township.They have been sending me a bill for $20 for two years, threatening collections and attorney action. I have contacted the company on three different occasions an every time the day yes the bill has been paid we will correct it in our system. Yet I still receive a bill.
Business Response
Date: 07/30/2025
Date: 07/30/2025

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 billing.

After review, our billing team has processed full adjustment of the $20.00 amount, and this will clear the account to a zero 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,

**** *.
Customer Experience Agent- WM Cares
Customer Answer
Date: 07/30/2025
[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:07/28/2025
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.
Recently received a bill for ****** showing and increase of over $8.00 per month for trash removal and recycling pickup. I do not want to continue service with this company. Service is less than stellar and when complaints were filed (too many times to count), nothing was done to rectify the issues. Too many times during the winter trash or recycling was not removed timely. In addition, recycling is only picked up every other week. I moved to rural PA from the ********** region last year and paid 1/2 the $41.00 per month for trash and recycling removal every week. I've tried calling their **************** number and have been on hold for hours, never getting a real person. Today I called again and after 30 minutes on hold, spoke to ****** who told me she doesn't handle PA and would need to transfer me to someone who could help me...after 60+ minutes on the phone, I hung up. It's obvious this company doesn't value their customers, I just want to discontinue service BEFORE the next payment is deducted from my account. (I've tried deleting my banking information from their app but have not been successful...it seems the app just sends you in circles until you're so frustrated you quit.)Please help me.
Business Response
Date: 07/29/2025
Date: 07/29/2025

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 rates and cancelling your account.

After review, we had our sales agent ******** speak with you earlier and she was able to complete your request to cancel and has your removal of the containers set for August 8th.

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,

**** *.
Customer Experience Agent- WM Cares
Customer Answer
Date: 08/02/2025
[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:07/22/2025
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.
Cancellation of service
Business Response
Date: 07/24/2025
July 24, 2025

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

Dear ****,
Thank you for reaching out regarding your account.
After reviewing your account activity, I can confirm that you spoke with our representative ********* and that your account has been successfully cancelled per your request.
I also attempted to contact you by phone at ************ to provide this update but was unable to reach you.
If you feel there are unresolved concerns or if any new issues arise, please do not hesitate to contact us at ************ (option 3) for immediate assistance.
Very respectfully,
Chanthall C.
Customer Answer
Date: 08/03/2025
[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:07/18/2025
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.
I have been trying to cancel my trash service with Waste Management for a month. I have made numerous calls, being put on hold for over 30 minutes several times. Have had the phone disconnect when I was being "transferred," made several attempts on their websites "help" section. Have had three live chats, and here I still am.
Business Response
Date: 07/22/2025
Date: 07/22/2025

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 cancellation of your account.

After review, you spoke with ******, who was able to cancel your account yesterday 07/21.

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,

**** *.
Customer Experience Agent- WM Cares
Customer Answer
Date: 07/22/2025
[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:07/18/2025
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.
I have tried to contact WM to cancel a service order for residential trash at a new residence that was scheduled for a few weeks from now. This company has made it impossible to get it cancelled. Their website doesn't allow it, I have tried calling their customer service multiple times but they said they are unable to do it and refer me to a phone number that literally never answers. It plays music for hours at a time to no avail. I have never dealt with such a poor customer service from a ********************** before, it's impossible!
Business Response
Date: 07/22/2025
Date: 07/22/2025

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 cancellation of your account.

After review, you spoke with *******, who was able to cancel your account yesterday 07/21.

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,

**** *.
Customer Experience Agent- WM Cares
Customer Answer
Date: 07/22/2025
[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. It's a shame it takes reaching out to the BBB for WM to provide an avenue to cancel a service that was not even started. Thank you BBB!
Initial Complaint
Date:07/18/2025
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.
I have been a WM customer for 17 years. After 6 delayed pickups (the last one of 4 days) so far this year, I called on 7/14/25 to cancel my service for unacceptable performance causing significant inconvenience. It took multiple calls and over 2 hours to reach an agent that was able to actually perform a cancellation. The agent cancelled my service and told me that she would refund me a prorated amount for the unused portion of the annual period (approx. $1,150) to my credit card on ******* service term was June 1, 2025 to May 31, ******* annual payment was for $1,324.43.Payment was made by credit card on June 10, 2025.The agent also turned off my autopay (for which I received an email notice) and ordered my containers to be taken back by WM.The containers were picked up and taken away by WM on 7/17/25 On 7/18/25, I received a ***** autodial phone call from WM stating I was late in payment. Surprised, I logged in online and saw that WM showed I had NOT paid anything this year and OWED them $991.02 in arrears!I messaged with an online chat agent who said that my credit card payment was "reversed on 6/9". This is obviously in error because my credit card statement clearly shows $1,324.43 was paid on 6/10/25 (with no reversals before or since).I then immediately called a WM agent who requested I email him my credit card statement to prove I paid, which I did. He said my statement will be reviewed by the billing department and it will take a week before they make a determination. In the meantime, WM not only OWES me a pro-rated refund (approx. $1,150) but is disturbing my peace of mind and possibly damaging my credit rating by unjustly claiming I am in arrears and owe them $991.02. I am seeking PROMPTLY:1) my refund (approx. $1,150)2) a written statement that WM did receive my payment of $1324.43 in full and on time on 6/10/25 3) removal of the amount of $991.02 erroneously showing as owed in the client portal.Thank you
Business Response
Date: 07/22/2025
July 22, 2025

WM Customer *********************************
******************** Case # ********

Subject: Follow-Up on Your Invoice Concern

Dear *********,

Thank you for bringing your concerns to our attention regarding the recent invoice you received. I understand how frustrating it can be to expect a refund and instead receive a new charge, and I sincerely apologize for any confusion or inconvenience this has caused.

We attempted to contact you to discuss your concern in more detail but were unable to reach you. Additionally, our Account Associate,Shaylee, sent you an email on July 21, 2025, confirming that refunds totaling $1,138.91 have been processed. These funds should be returned to your account within 35 business days, depending on your financial institution.

We appreciate your patience and understanding as we worked to resolve this matter. If you have any further questions or additional concerns, please dont hesitate to contact Shaylee at ************. Our office is open Monday through Friday, from 8:00 AM to 5:00 PM EST.

Best Regards,

Murtise H.
Customer Experience Agent- WM Cares

Customer Answer
Date: 07/24/2025
[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 is satisfactory to me. I have just received today the second and final credit to my credit card and Waste Management has fully refunded me for the unused portion of my term. I also see that my balance is now correct at $0.00 on the ****** customer portal.

Thank you.
Initial Complaint
Date:07/18/2025
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.
When attempting to cancel my service with waste management I began attempting to contact them in June. The automated system consistently disconnected my calls when I followed the prompts to cancel service. I attempted 6-8 times over the course of 4 days with the same result. I was finally able to reach someone by selecting another option. I proceeded to cancel my service and agreed to complete the (at the time) current 3 month term length. They agreed to do my last pick up on 6/27 as I was paid up through June.The week of June 16th my trash cans were removed (a week early). I called twice to have the cans returned. They only returned one even though I was paying for two trash bins. Final pick up was 6/27 but the cans were not removed. I had to call again after 6/27 as the cans were not picked up. I was told either 7/5 or 7/10 would be the date they would pick up the cans but they couldnt confirm which day it would be. I called again and they said they were supposed to pick up on 7/11 but got behind and rescheduled the pick up for Monday 7/14. I have notified 3 different people on 3 different occasions that the trash bins are in their pick up location which is not in front of my house but along the side where they e been collected for years by ***** of 7/18, the cans are still here. Ive now received an invoice to pick up the cans for $95.24. On their statement there is a disclaimer that says when you pay the quarterly invoice you agree to continue service during the dates of the period. I have paid and completed the services for the last invoice I paid which was for 4/1-6/30. It says if services are cancelled after initial acceptance you will be charged a cart removal charge. I completed service for the agreed upon dates and have not renewed however I am still being charged for cart removal that took place at the wrong time, I didnt have all my bins for my final pickups and now the remaining bins havent been picked up.
Business Response
Date: 07/22/2025
July 22, 2025

WM Customer ******************
******************** Case # ********

Subject: ********************************* Cancellation Experience

Dear *****,

Thank you for taking the time to share your experience with us. I truly understand how frustrating and exhausting it must have been to repeatedly attempt to cancel your service, only to face disconnections, delays,and confusion around your trash bin pickups. Please accept our sincere apologies for the inconvenience and lack of clarity throughout this process.

We attempted to contact you to discuss our resolution with you directly, but unfortunately, we were unable to reach you.

After a thorough review of your account and the timeline of events you provided, we have made the necessary adjustment to your billing to zero out the balance due of $95.24. This adjustment can take up to 35 business days to appear on your account.

Our records show that your containers were removed on July 18, 2025. If this is not the case, please contact us so we can request removal right away.

We appreciate your patience and the opportunity to make this right. If you have any additional concerns or questions, please dont hesitate to call us at ************, option 3. We are here to assist you.

Best Regards,

Murtise H.
Customer Experience Agent- WM Cares
Customer Answer
Date: 07/23/2025
[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:07/18/2025
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.
I have been trying to cancel my trash removal with "WM" for the last several days about 5 times. Each time they have put on hold for ***** minutes with no one answering. Each time they hear my request to cancel the service they transfer me to another phone which never answers.WM - Alpharetta Transfer Station Waste management service **************
Business Response
Date: 07/21/2025
July 21,2025

WM Customer ******************
******************** Case # ********

Subject: Confirmation of Service Cancellation Request

Dear *****,

Thank you for reaching out and sharing your experience. Im truly sorry to hear about the difficulty youve had trying to cancel your service. Being placed on hold multiple times and transferred without resolution is understandably frustrating, and I appreciate your persistence in trying to get this resolved.

After reviewing your account, I can confirm that you spoke with our account representative, Shalicia, on July 18, 2025. She successfully processed your cancellation request, and your service is scheduled to end effective July 26, 2025. Your last day of service will be July 25, 2025.

If you have any additional concerns or would like to review your account further, please dont hesitate to call us at ************. Were here to help and want to ensure everything is handled to your satisfaction.

Thank you again for your patience.

Best regards,

Murtise H.
Customer Experience Agent- WM Cares

Customer Answer
Date: 08/03/2025
[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:07/17/2025
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.
The garbage truck drove up to our curbside garbage and took a picture of our garbage and someone's car that was parked close to it, the driver then got back in the truck and drove away. My wife alerted me to this and I immediately ran out and moved the garbage away from the car. Then when the truck came back around I waived him down and pointed to the moved garbage can. The driver then got out of the truck and ask if I was on the phone with his company. I said I was and that the car wasn't ours. The driver responded that "he wasn't picking that s*** up and I could call whoever I wanted", he then drove away. Denying service, swearing at customers, and the general disrespect offered by this employee is totally unacceptable. I will now have to be concerned that this individual will purposely provide poor service and behave in a verbally abusive/disrespectful manner moving forward.
Business Response
Date: 07/21/2025
Date: 07/21/2025

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 getting your trash serviced.

After review, we did bring this to the attention of our operations managers, and they assigned a truck to recover your trash. They did also investigate the situation with the driver and his interaction with you and we do apologize. I did call you a couple times to speak on this but you were unavailable, but I did leave you voicemails.

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,

**** *.
Customer Experience Agent- WM Cares

Customer Answer
Date: 08/02/2025
[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.

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This business has 3 alerts

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This business is not BBB accredited.