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Business Profile

Garbage Removal

Waste Management

This business is NOT BBB Accredited.

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This business has 3 alerts

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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

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    Customer Complaints Summary

    • 2,724 total complaints in the last 3 years.
    • 888 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/14/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      WM is the new trash pick up provider for Shelby Co. for 2 weeks they have not picked up trash at my home. They are picking up trash all around me but refuse to pick up my trash. I have called and been assured that they are going to pick up yet, my trash still sits here. Now overflowing, I have been told by WM that they will not pick up trash that is not in the can and that I will have to pay for another can $20.69. I tried to explain that I do not normally have need for 2 cans and just need my trash picked up. I have contacted them and environmental service for the county to no avail. I need my trash picked up and I should be credited for the weeks of missed service.

      Business Response

      Date: 10/20/2022

      October 20, 2022



       



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



      WM Account # **********



       



      Dear Teri,



      I apologize that you experienced issues
      with your service and appreciate the opportunity to address your concerns. After review, Brandon spoke with John and
      confirmed service was completed on October 18th.       Brandon 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

    • Initial Complaint

      Date:10/14/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 get my green waste picked up for 4 mos. They pick up the other trash and 4 mos. ago just stopped picking up the green waste. I have called every week and get promised that a route supervisor will call and that never happens.

      Business Response

      Date: 10/24/2022

      October 21, 2022



       



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



      WM Account * *********



       



      Dear *****, 



      I apologize that you experienced issues with yard waste pickup and
      appreciate the opportunity to address your concerns. After reviewing your
      account, Brandon confirmed the driver recovered the yard waste today. The issue
      with the route has been corrected and will not have any issues going
      forward.  Again, please accept our apology for any frustration this may
      have caused.



      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 Answer

      Date: 10/30/2022

      [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.  It took working though BBB to get action after 5 months of calling every week they missed the pickup. I hope they truly have this issue fixed.







       

    • Initial Complaint

      Date:10/14/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 the only trash service provide in my neighborhood. I requested to schedule large item pick up service to throw away old mattress so customer service representative scheduled pick-up on 10/05/2022, but no one took those items. I called to reschedule the pick-up to 10/12/2022, called them again 10/11/2022 to confirm the pick-up was rescheduled. However, they did not show up again. I had to call them again but customer service rep. said it was rescheduled to 10/13/2022, and it did not happen again. I called again 10/14/2022 and they said it is schedule for today but there is no guaranty and they cannot reach the pick-up driver to assure the schedule and cannot confirm they would appear.

      My neighborhood does not allow keep trashed items outside, so I received warning from *** but cannot take it back inside since it is wet due to rain.

      Business Response

      Date: 10/21/2022

      October 21, 2022



       



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



      WM Account * *********



       



      Dear ********,



      Thank you for taking the time to speak with me regarding the bulk
      removal issues. As you confirmed the driver recovered the items you had
      scheduled. I apologize for the delay in removing the bulk items and appreciate your
      patience. 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 Answer

      Date: 10/21/2022

      [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

      Date:10/13/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      As a longtime customer of WMS, I have found the current level of service to be unacceptable, and have opted to cancel and go with another more reliable vendor. My scheduled pickup is every Friday for garbage and every-other Friday for recycle. I noticed a serious deterioration in service in late August, I also noticed a steady increase in the cost. It is very difficult to log a complaint about a missed Friday service, as no customer service representative is available after 5:00 PM. I have wasted too much of my time trying to reach a person via phone. The hold-time is unbelievable! I spoke with ** ********* ******** ******** and decided to switch to his vendor, effective Friday, 7 OCT 2022. I called WMS on 4 OCT 2022 to inform them. I also requested a refund for the missed days, as well as a prorated refund of my payment to end of the service period.

      Business Response

      Date: 10/24/2022

      October 24, 2022



       





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



      WM Account * *********



       



      Dear ********,



      Thank you for reaching out to us regarding your refund
      concerns. I attempted to contact you at ************ to discuss your concerns
      further however I was unsuccessful. After a review, the account was closed due
      to service issues. There is a pending credit on the account and have requested
      that the amount be refunded back to you. I apologize for the issues you experienced.
      We will issue a refund check to be mailed to the billing address on file. I
      will monitor the refund and will follow up with you to ensure you receive it. 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 Answer

      Date: 10/25/2022

      [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

      Date:10/13/2022

      Type:Billing Issues
      Status:
      Answered
      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 was getting ready to move and ordered several dumpsters over 6 months. The dumpsters are charged the day you order them, but if you keep it longer than 2 weeks a separate daily fee is charged. The last dumpster before moving day was ordered
      7/5 and $688.24 paid. We moved 7/11.
      I was billed $1711.92 on 7/22. I called and they claimed that it was over the weight limit. Clearly i could have gotten 2 additional empty dumpsters for that price. But i paid it. Then 8/16 they deducted another 1090.90 without permission. At that point I removed my payment info from their site. I continue to receive phone calls and emails stating that I owe $35. The website showed a balance of $13 which i paid. They continue to call and email even though by balance is zero. I am not sure if this is a scam, or they are just that disorganized.
      I am certain that they are fabricating charges because I discontinued service, as none of my other dumpsters were anywhere near as expensive, or had “hazardous waste” fees etc

      Business Response

      Date: 10/20/2022

      October 20, 2022



       



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



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



       



      Dear Heather,



      I apologize that you experienced issues with the billing and
      appreciate the opportunity to address your concerns. After reviewing your
      account      , it was determined the bill was because we received the payment
      late. Senorina processed an adjustment leaving a zero balance. 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 A.



      Customer Experience Agent- WM Cares

    • Initial Complaint

      Date:10/13/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Ongoing issues with this company. I have had multiple missed pickups. I appropriately logged them and requested new pickups the first couple times, then finally spoke with customer service where I was advised my garbage was "blocked" but I have proof it wasn't (I live at a corn field, there's literally NOTHING on the road by my house and my garbage cans). And during that complaint with customer service I was treated poorly and had to speak with someone above that rep. That person was nice, but issues have continued.
      My bill fluctuates between 20 and 50 dollars which is nuts so I contacted the company at another date and the man said it would setlle in at a certain price if I signed a contract, he never sent that contract and the varying prices continued. I called again to talk with them after I changed card numbers and they said I'd get a discount if I signed up for auto-payment again, so I did, yet my price flucuates.

      I cannot keep having missed pickups, I cannot continue the way this is going, yet I don't have many choices (zero) in my neighborhood.

      Business Response

      Date: 10/18/2022

      October 18, 2022



       



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



      WM Account # *********



       



      Dear Brenna,



      Thank you for reaching out to us regarding your concerns
      with the recycling service. I attempted to contact you at ************ to
      discuss your concerns further however I was unsuccessful. Our records indicate the
      driver recovered the recycling on your scheduled service Monday, October 17. This
      service issue was also addressed with the driver. I apologize for the
      frustration this caused you and appreciate 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





       





       





       

    • Initial Complaint

      Date:10/12/2022

      Type:Order Issues
      Status:
      Answered
      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.
      My husband signed a contract with WM several years ago for commercial dumpster removal. After being extremely dissatisfied with the service (late or missing pick ups, autopay randomly turning off, etc) we decided to cancel our service. When I called to cancel I was informed this was impossible and I needed to wait until the end of my contract.

      I accepted the fact that I need to finish the contract. I marked in my calendar the date provided for the end of my contract and was told to call back when that time came.

      I called today and after an hour with the system repeatedly hanging up on me, I finally made it through to a live agent.

      My husband took over on the call with the request to cancel. What the lengthy conversation boiled down to was that we had already been automatically signed up for another year with them and in order to have canceled we would have had to send a certified letter to them 180-90 days BEFORE the end of our contract.

      This was extremely deceptive, especially considering I was given completely different information about canceling previously.

      Business Response

      Date: 10/18/2022

      October 18, 2022



       



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



      WM Account # ***********



       



      Dear Brittany,



      Thank you for taking the time to speak with me regarding the
      cancelation of your business account. After a review, Deb, attempted to contact
      you to discuss your cancelation further however she was unsuccessful. She will
      make another attempt on Thursday when you will be back in the office. I apologize
      for the frustration this caused you. 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

    • Initial Complaint

      Date:10/12/2022

      Type:Product Issues
      Status:
      Resolved
      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 contracted Waste Management for residential trash removel. I pay quarterly to have my trash picked up 13 times in a quarter. Last quarter WM skipped 3 pick-up of trash and 1 of recycling. This quarter (Sept - Nov), WM has skipped two consecutive weeks, meaning if they pick up next week, I would have 3 weeks of trash accumulated. This is not tolerable and I was forced to contract a reliable trash collecting company. I have cancelled WM. I requested a refund - "we dont do refunds". They don't pick up my trash either.

      Business Response

      Date: 10/18/2022

      October 18, 2022



       



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



      WM Account * *********



       



      Dear ******,



      Thank you for taking the time to speak with me
      regarding your refund concerns. As we discussed, the account was canceled due
      to the service issues you were experiencing. I apologize for the frustration
      that this has caused you. Due to credit on your account for unused services, we
      have issued a refund back to your **** ******* ****** ** ****. Please allow
      7-10 days to reflect in your bank account. I will follow up to ensure you
      received it. 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 Answer

      Date: 10/20/2022

      [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.  

      I appreciate the assistance of the BBB to have this matter successfully resolved. 







       


    • Initial Complaint

      Date:10/11/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Have not had garbage pick-up going on 3 weeks now the driver just drives past it, have called and called and got zero help being told it would be picked up the next day 4 times now.

      Business Response

      Date: 10/17/2022

      October 17, 2022



       



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



      WM Account * *********



       



      Dear *******,



      Thank you for taking the time to speak with me
      regarding the issues with your waste service. As we discussed, the driver recovered
      the trash on your service day, Thursday, October 13. I apologize for the delay you
      experienced with our service and appreciate your patience during that time. 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 Answer

      Date: 10/18/2022

      [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

      Date:10/11/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 a 2 yard dumpster here at my *** *****, I have asked WM to come and get it and cancel my contract since August 26th, and it still sits here. I have spoken to a man named Jacob and a lady named Linda weekly since then and they always say they will come get it and don't. I don't know where else to turn to get help for removal.

      Business Response

      Date: 10/17/2022

      October 17, 2022



       



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



      WM Account # *********



       



      Dear Denise,



      Thank you for reaching out to us regarding your
      concerns with container removal. After a review, the account has been closed
      and the removal is scheduled for Tuesday, October 18. I apologize for the delay
      and appreciate your patience as we worked to resolve it. I will monitor the
      account to ensure the container is removed. 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





       

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