Garbage Removal
Waste ManagementThis business is NOT BBB Accredited.
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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
- 2,724 total complaints in the last 3 years.
- 888 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/09/2024
Type:Product IssuesStatus:AnsweredMore 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.
Triedto cancel service, waited over an hour on the phone, then they call back, customer service agent says hold and puts me back on endless loop music hold after learning that Im canceling the service, Basically they figure you will quit listening their endless music and try this unethical tactics. I want a refund of recent charge and cancellation and pick your container since you keep missing my pick up anyhow. Next step report to City of Aurora Mayor and **************************.Business Response
Date: 09/12/2024
September 12, 2024
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 reaching customer service to cancel the account.
After review, you communicated with ***** who confirmed the account is set to cancel and she issued a credit for the last week of August that you were not serviced.
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,
Chanthall C.
Customer Experience Agent- WM CaresInitial Complaint
Date:09/08/2024
Type:Billing IssuesStatus:AnsweredMore 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 have been with Waste Management for 10 years. After the first 3 year contract they rolled it over without asking. Then they made us sign a new contract which they then deleted and went back to our first contract. For 10 years they would increase the monthly fee without letting us know. We gave them 90 days to cancel the contract this year and then they charged us $369.00!!! to remove an empty bin. This is criminal!!!Business Response
Date: 09/11/2024
09/11/2024
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 your final bill and removal charge.
After review, you spoke with sales *** ***, who advised the removal charge is valid and cannot be discounted..
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,Chanthall C.
Customer Experience Agent- WM CaresInitial Complaint
Date:09/08/2024
Type:Billing IssuesStatus:AnsweredMore 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 paid my last Waste Managememt bill in May through July,during this time Waste management failed to pick up my trash bin at least 3 times during this course. I spoke to a manager on July 2024. I was lromised a call back but never received one.Business Response
Date: 09/10/2024
09/10/2024
Better Business Bureau complaint #********
WM Account #************
Dear Sheirda,Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with billing and cancellation of your account.
After review,you spoke supervisor ********, who did advise credit is being processed for $36.23 for 3 weeks of missed services.This credit has been applied to the account and the balance is now $82.45.
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,Chanthall C.
Customer Experience Agent- WM CaresInitial Complaint
Date:09/06/2024
Type:Product IssuesStatus: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 ordered trash service from WM and paid $47.00 through PayPal on Aug 30, 2024. Service would start on Sept 10. Found out through a WM email that container would be delivered starting on the Sept 10 thru Sept 15, a five day window. Went back to the WM website and got on a chat Sept 03. Stated that I might have 2 weeks of trash before my first pickup and found out the containers are delivered by a contracter with no firm date. Also, that I would not be active customer until Sept 09. That's why I couldn't do much on the WM App. Wasn't told any of this up front when I ordered service. As I was still trying to get answers from the agent on the chat she ended it abruptly while I was still on the line. Now I decided to do a ****** search for a customer help number. Called in and waited 25 minutes on hold. While I was on hold I decide that going to WM was a mistake and would just cancel service. Got a very nice, helpful agent on the phone and canceled my service on Sept 03. She said she would send a message to the container driver not to deliver my trash bin since I was canceling service. She also said she would be making notes on my account of our call and gave my tel # 8*********** if the container was delivered in error so I could explain what happened and not to get billed for delivery. She was great. Today, Sept 06 I get an new invoice for $43.34 in my email. I called tel # 6444 and sat on on hold for 30 minutes before I realized business hours for the mountain time zone end at 5:00pm. All this run a round for a service I canceled. WM is good at billing but that's about it. That's the very reason I decided I made a big mistake signing up with WM. I should not be still receiviing bills for a service I never used. This company is the worst for customer service I ever experienced. Thank you for your help.Business Response
Date: 09/11/2024
09/11/2024
Better Business Bureau complaint #********
WM Account
#************
Dear Robert,Thank you for
bringing your concern to our attention. We sincerely apologize for the frustration
you've experienced with cancelling your account and receiving your refund.
After review,
we have cancelled the services for you and have submitted a refund for $47
dollars. You do not owe any more money; any correspondence could be disregarded.
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 713-512-6200
option 3, and we can review immediately.
Very Respectfully,Chanthall C.
Customer Experience Agent- WM CaresCustomer Answer
Date: 09/12/2024
[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:09/06/2024
Type:Product IssuesStatus: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.
On January 2nd of this year, I sold my home at *** * ***** ******* ********, CA 95695. At that time, Waste Management had overcharged me by $1,036.51 for residential trash pick-up. They told me that they would mail me a check. They did not mail the check. I have been calling and emailing for months, and every time, they tell me that the check is in the mail. I spoke to supervisor Erika ***** ( ************* ) on 8/22/24 and she told me that the check was cut and would hit the mail within 2 days. She gave me her email and told me to follow up with her if the check was not received. I have been calling and sending emails all this week. I am being ignored. I've waited on hold (lengthy) several times, only to be disconnected.
It is obvious at this point that Waste Management has no intention of sending my refund.Business Response
Date: 09/10/2024
09/10/2024
Better Business Bureau complaint #********
WM Account
#************
Dear Jared,Thank you for
bringing your concern to our attention. We sincerely apologize for the frustration
you've experienced with the handling of your refund.
After review,
we spoke with billing, and they confirmed they sent out the check on 09/05/24.
The check should arrive by end of week. They said it will be going to address
697 E Valley Dr Glenville, WV 26351.
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 713-512-6200
option 3, and we can review immediately.
Very Respectfully,Chanthall C.
Customer Experience Agent- WM CaresCustomer Answer
Date: 09/12/2024
[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:09/06/2024
Type:Product IssuesStatus: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.
Company refused to cancel future service. Stated that by signing up for paperless service, I waived my right to cancel service during the stated cancelation window on bill.Business Response
Date: 09/10/2024
09/10/2024
Better Business Bureau complaint #********
WM Account
#************
Dear Jeffrey,Thank you for
bringing your concern to our attention. We sincerely apologize for the frustration
you've experienced with billing and cancellation of your account.
After review,
you spoke with Alex and he was able to waive the removal of the containers, in
addition you will be refunded for the quarterly payment, we will also address the
previous agent internally, they misinformed you and will be coached.
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 713-512-6200
option 3, and we can review immediately.
Very Respectfully,Chanthall C.
Customer Experience Agent- WM CaresCustomer Answer
Date: 09/10/2024
[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:09/05/2024
Type:Customer Service IssuesStatus:AnsweredMore 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 contacted the company over 7 times since Aug 28, 2024 to cancel my services and have them removed their trash receptacle. As of today 9/5/2024 I have not received any confirmation to have the services terminated as requested. Upon Speaking to a customer service *** in August I was kept on hold for over an hour, only to be told no one from the depth would handle the cancellation was available and that a return call would be conducted to confirm my request. This has not happened as of the date of this filing. This company has lied several times stating that the could not pick up the trash, citing reason such as the can was not outside. However after contacting the company and advising I have cameras which capture the driver never making an attempt to stop, the trash was picked up on the next pick up date. I am also being charged for a pick up and have not been receiving proper service. I want their property off my property and not to have to pay to pick it up, but not be compensated when they fail to provide service. I tape record each interaction with ***s documented my request as well as the days they failed to provide service.Business Response
Date: 09/10/2024
September 10, 2024
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 reaching customer service to cancel the account.
After review, you communicated with ******* who cancelled the account and waived the removal charge.
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,
Chanthall C.
Customer Experience Agent- WM CaresInitial Complaint
Date:09/05/2024
Type:Customer Service IssuesStatus:AnsweredMore 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 for the last 10 days to get my bulk carpets to be picked up by waste management. the first time was 8/24 and they promised they would be picked up on 9/3. when they didn't pick them up I called and told they were picked up. Then i spoke to a representative who told me he schedule them for picked on 9/4 or 9/5. when i got home today the carpets were still there so i called again and they said they were picked up yesterday. i have been trying to contact them again and have been put on perpetual hold. I'm not sure what else i can do.Business Response
Date: 09/06/2024
09/06/2024
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 having your bulk items recovered.
After review, and speaking with the route manager, he confirmed that the carpets were picked up by our driver, which you spoke to as well.
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,Chanthall C.
Customer Experience Agent- WM CaresInitial Complaint
Date:09/05/2024
Type:Product IssuesStatus: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've been fighting with this company for a few years now. Plenty of problems with pick ups not occurring. Issues with bears, pick up time and pricing.
I finally decided to find another company due to prices gping up without notice. In less then a year my price went from 100.00 to 140.00 to 173.40. I saw another company that services my area and they are much cheaper, pick up time in during the day which eliminates bears issues, and come like clock work on my block. So I called Waste Mgmt to cancel my service. I was told that their billing is paid forward which I didn't know. So my new service will begin this Wednesday. The service dates for my last bill is 173.40 for service from 9/1 to 11/30. I just paid the bill because i thought it was for the previous 3 months, not so. I will only have them for 1 more week before my new service starts. The CS rep told me that I will not get any refund from the remaining service. That I will still be getting service until 11/30. I was expecting to get a 158.95 refund. Which would give me 1 more week of service and a 158.95 refund. She told me I will not be getting any refund at all. This is unbelievable that this is their business practice. This is ripping people off that cancel their service. Can you help?Business Response
Date: 09/06/2024
09/06/2024
Better Business Bureau complaint #********
WM Account
#12-***********
Dear Marianne,Thank you for
bringing your concern to our attention. We sincerely apologize for the
frustration you've experienced with cancellation and customer service.
After review, you
spoke with Alex, who confirmed full refund of $173.40 will be processed and
confirmed the account will have no additional balances. We will also address
the employee who you first spoke to internally.
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 713-512-6200
option 3, and we can review immediately.
Very Respectfully,Chanthall C.
Customer Experience Agent- WM CaresCustomer Answer
Date: 09/09/2024
[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 special thank you to Alex. He understood the issue and rectified it quickly.
Initial Complaint
Date:09/05/2024
Type:Billing IssuesStatus:AnsweredMore 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 entered into a contract with Waste Management in July 2021 for Recycling services. The contract was for three years. The service started out at around $53.00 per month. Three years later, they gave me no renewal reminder that the contract would auto renew for another three years. They have now increased my bill to $92.00 per month, which is a 28% increase alone just this year. I called to cancel services and they informed me that since it auto renewed already, that I would have to pay six months in fees to break the contract. They told me that on the last bill, which was sent to me on 8/2, there was a 30 day clause that I had to notify them that "I did not consent to the increase in price." That is all the document states. It lists nothing about a 3 year renewal. It just states check your service agreement for applicable terms. I called them at 33 days and they are unwilling to let me out of the contract. This is deceptive business practices at best! Legally I'm sure they have the right to do it. But just because it is legal, doesn't mean it's right.Business Response
Date: 09/10/2024
September 10, 2024
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 cancelling the account.
After review, you communicated with Sales agent *******, and you are working with her on the new offer she provided.
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,
Chanthall C.
Customer Experience Agent- WM Cares
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