ComplaintsforWaste Management

Garbage Removal

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Initial Complaint
03/22/2024
Complaint Type:
Product Issues
Status:
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.
We sold our home at **** ******* ***** ** ****** ******* ** on 12/28/23. They picked up our containers on 12/29/23, then after that they charged us for another quarter. I called and they say they are working on my refund , It's been almost 3 months, I'm tired of having to call and be put on hold and get no where. I WANT my refund.
Business response
03/26/2024
March 26, 2024

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

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

Dear ******
I apologize that you experienced issues with the billing/refund and appreciate the opportunity to address your concerns. After review, I attempted to reach you at ************ but was unsuccessful. The last payment made on the account was applied towards the removal charge and the surcharges associated with it. That payment did clear the account and there is a zero balance and no refund due. We pulled your calls and confirmed you were given wrong information by customer service about a refund. We value your feedback and will use it as an opportunity to improve. Again, 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 **
Customer Experience Agent- WM Cares
Initial Complaint
03/20/2024
Complaint Type:
Product Issues
Status:
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.
I pay for weekly trash pickup. Waste Management cancelled my pickup on 3/15/24, using the excuse of snow on 3/14/24. On the date my trash should have been picked up, my street was ********* If they had delayed by one day instead of cancelled my service, as they routinely do for holidays, my street was clear of snow on 3/16/24. Waste Management did not provide the service I paid for, which could have been completed, and they refuse to issue a credit for the missed pickup. I am requesting a credit for the missed pickup on 3/15/24. This refusal to issue a credit does not affect only *** Many of my neighbors also use Waste Managment, and their lack of accountability affects hundreds of customers.
Business response
03/25/2024
March 25, 2024

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

Dear *******
I apologize that you experienced issues service and billing and appreciate the opportunity to address your concerns. I attempted to reach you today at ***** ******** 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. In your area, we collect on the next safe date available, or we accept double the trash next service dat** We do not issue credit for weather delays. I confirmed service was completed for 3/22/2025. 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 **
Customer Experience Agent- WM Cares
Customer response
03/27/2024
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 live in Aurora where residents have to arrange for their own trash pickup. Other trash companies delayed their service by one day. If Waste Management had delayed my service by one day, as they routinely do for holidays, my street was dry and there would have been no issue with collecting the trash. On the same day that Waste Management told me my service was cancelled, I observed the Waste Connections company collecting the trash for their customers.

Regards,
****** *******
Initial Complaint
03/14/2024
Complaint Type:
Order Issues
Status:
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.
Waste management has an auto-repeating contract clause in their contracts. They have trapped my business in a contract I have expressed I no longer wish to be in. After speaking with Michael ***** at WM, I told him I sent a letter in June 2023 explaining I did not wish to have my contracts renew. He claims they did not receive this. I sent a new letter in Feb 2024 but he is now telling me they won't accept it because I had to send the letter more than 180 days prior to the auto renew date in June 2024. He also keeps sending me new agreements in every email so he's just trying to force me to sign a new deal. Not to mention I am now paying over 4x! as much as I was at the beginning of my contract and I have NO say in this. They changed my pickup dates and then charged me overflow fees... This company is treating small business owners terribly.
Business response
03/20/2024
March 20, 2024

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

Dear *********

I apologize that you experienced issues with your contract, billing, and change of service days and appreciate the opportunity to address your concerns. I attempted to reach you today at ***** ******** but was unsuccessful.   After review, I see that Michael spoke with you in November advising to send in your letter of cancellation. The letter was not mailed in the window time frame as instructed. Courtney has attempted to reach out to you twice to go over your rate inquiry/contract. Please set up alerts by logging into your account at www.wm.com to be notified of change of service dates. I see there have been delays in your area.  In regard to the overage charge from 10/23/2023 it is valid.  I sent you an email with the ********  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 **
Customer Experience Agent- WM Cares
Business response
03/20/2024
March 20, 2024

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

Dear *********

I apologize that you experienced issues with your contract, billing, and change of service days and appreciate the opportunity to address your concerns. I attempted to reach you today at ***** ******** but was unsuccessful.   After review, I see that Michael spoke with you in November advising to send in your letter of cancellation. The letter was not mailed in the window time frame as instructed. Courtney has attempted to reach out to you twice to go over your rate inquiry/contract. Please set up alerts by logging into your account at www.wm.com to be notified of change of service dates. I see there have been delays in your area.  In regard to the overage charge from 10/23/2023 it is valid.  I sent you an email with the ********  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 **
Customer Experience Agent- WM Cares
Customer response
03/27/2024
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. Waste Management is refusing to let me out of a contract I have clearly voiced I wish to no longer be in. My original contract was for under $500 per month but they constantly change my pickup dates and pricing. Now, they have me stuck in an auto renewing contract even though I have told them many times I wish to get out of the contract. I have sent in a letter and they are now holding me hostage because the letter was a few days outside of their window to cancel. Keep in-mind, this letter was sent in March and the contract is not set to auto-renew until ***** This seems like adequate ***** WM is practicing an unethical business policy to trap small businesses like mine in contracts while increasing pricing and forcing them to sign new deals to keep pricing in check. It is completely unethical and poor business ********* I am requesting WM release me from this contract or I am going to be forced to take further legal action.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Customer response
03/27/2024
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. Waste Management is refusing to let me out of a contract I have clearly voiced I wish to no longer be in. My original contract was for under $500 per month but they constantly change my pickup dates and pricing. Now, they have me stuck in an auto renewing contract even though I have told them many times I wish to get out of the contract. I have sent in a letter and they are now holding me hostage because the letter was a few days outside of their window to cancel. Keep in-mind, this letter was sent in March and the contract is not set to auto-renew until ***** This seems like adequate ***** WM is practicing an unethical business policy to trap small businesses like mine in contracts while increasing pricing and forcing them to sign new deals to keep pricing in check. It is completely unethical and poor business ********* I am requesting WM release me from this contract or I am going to be forced to take further legal action.

[Provide details of why you are not satisfied with this resolution.]

Regards,
Initial Complaint
03/11/2024
Complaint Type:
Billing Issues
Status:
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.
Company has been contacted multiple times since October of 2023 about replacing trash containers. It is mid march and although it was scheduled 3 times, I have not received any response and every time I call I get a different excuse. We have no recourse as they have a monopoly on the trash service. I’m tired of paying for service not provided
Business response
03/18/2024
March 18, 2024

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

Dear Jayne,
I apologize that you experienced issues with the container swap delay and appreciate the opportunity to address your concerns. Thank you for taking my call and confirming the swap was completed on March 16th. As we discussed an adjustment of one month was applied towards the account. 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 it immediately.
Very Respectfully,
Chanthall C.
Customer Experience Agent- WM Cares
Customer response
03/23/2024
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.

It is true that the containers were delivered. But again, the customer service is horrible. I was told the new cans would arrive on our delivery day, Friday. This is the 4th time I’ve been told i would receive them on my trash day. Once again, the cans were NOT delivered Friday. The can’s ‘appeared’ at the curb at 7am Saturday morning. Because of the late delivery I received a ‘notice’ from my HOA because the trash cans were out for over night.
I am rejecting the amount of credit i was given for the following additional reason: The first person that i was speaking with said she would see what she could do.
I asked for $150 which would cover some of the months that my trash service has not been acceptable.
-AT LEAST 1/2 that amount is due to us because we received “half” the service that our neighbors received.
-I have been waiting for larger cans for 6 months. They’ve been promised, scheduled, I’ve been lied to; I’ve been told they were ‘out’ of larger cans and they would have them in 2-3 months. I’ve been told to leave trash in bags beside my cans and yet, the truck refuses to pick them up.
- we’ve had to make multiple trips to the dump because the cans were so small and that costs $18 each time.
Therefore we refuse any amount less than a $75 credit. That is not unreasonable for a service that was NOT provided.

Regards,
Initial Complaint
03/01/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The garbage man says he doesn't take cooking oil. That is false. So he refused service to me. He didn't take my garbage.
Business response
03/07/2024
March 7, 2024

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

Hello Michael,

I apologize that you experienced issues with your service and appreciate the opportunity to address your concerns. After review, per the driver’s route manager, this driver was coached. It appears to have been a misunderstanding unfortunately. I spoke with you briefly yesterday but found out today that the driver thought the 5-gallon jug marked “used oil” was car oil since the container was darker in color. The driver didn’t realize that it was cooking oil and we extend our apologies. I see the account was cancelled on 3/2/2024 and the container is to be removed on 3/8/2024. I will follow up with you to ensure the container is removed. We value your documented feedback and will use it 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 ###-###-#### option 3, and we can review immediately.

Very Respectfully,
Candace E.
Customer Experience Agent- WM Cares
Customer response
03/07/2024
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. No he said he won't take VEGETABLE OIL because it's OIL. The container was yellow. I sent pic! Arguing with a disabled vet and insulting my intelligence. I know better to not put MOTOR OIL in the garbage!!!

[Provide details of why you are not satisfied with this resolution.]

Regards,

Customer response
03/08/2024
[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.

***** * * *********************

Sent: Friday, March 8, 2024 1:47 PM
To: drteam <[email protected]>
Subject: [External]Re: [External]Re: [External]#********

I agree to close the case.

Thank you.
Initial Complaint
02/27/2024
Complaint Type:
Billing Issues
Status:
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.
Customer ID *************** On 2/19/24, WM missed our recycling pickup. After speaking with them on the phone, they assured me it would be picked up the following day (2/20), which never happened. As of today (2/27), the pickup still has not been made. I have spoke with WM on the phone every day since the missed pickup, and they promise that the pickup will be made that day -- which never happens. I have now not had a pickup in over three weeks. After speaking with a customer service representative this morning (2/27 at 9:06 a.m.), she indicated that she would contact the dispatch team to figure out what was going on and get back to me promptly, which also never happened. This company continues to feed me lie after lie. They are clearly offering a service that they cannot provide. I am experiencing the exact same problem that the thousands of negative reviews and complaints state.
Business response
03/01/2024
March 1, 2024

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

Hello Brendan,

I apologize that you experienced issues with service and communications with us and appreciate the opportunity to address your concerns. After review, per Dispatch, we were down trucks in your area and apologize for missed service and/or delays. I spoke with you yesterday and confirmed we were at your residence for your missed recycling pick up on 2/28/2024. However, you mentioned you were unable to put everything out, so the driver has been alerted for your next service date to take your extras. I did confirm that Tanya did not call you back as promised, and she will be coached. We value your documented feedback and will use it 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,
Candace E.
Customer Experience Agent- WM Cares
Initial Complaint
02/20/2024
Complaint Type:
Billing Issues
Status:
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.
Waste Management never picked up the recycleables they're stating weather issues. The garbage went. I called and said that I want a credit due to they're not picking up the recycleables until the following week. I stated I want a credit due to no service. they said they can not provide credit. I said you're charging me for a service that you didn't provide. That's illegal, they said it's not. You can not charge a service whe you didn't provide, that's theft. They stated go ahead and report it. I said okay. I mentioned They gave credits before and she said we don't.
Business response
02/22/2024
February 22, 2024

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

Hello ******

I apologize that you experienced issues your service and appreciate the opportunity to address your concerns. After review, there were delays in your area due to weather. I understand your frustration with the weather-related delay. There are many factors that contribute to the decision to delayed service and safety is our priority. I spoke with you today and confirmed refunds are not given for weather delays. We provide service when safe or double next service date. 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
02/23/2024
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.

What waste mana. is doing is theft. By law they can't charge a customer when they don't provide a service. They can blame the weather which regardless , you can not charge a service when you don't provide. If I'm on vacation and didn't add a product to the container and be charged.
Regards,
Initial Complaint
02/19/2024
Complaint Type:
Billing Issues
Status:
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.
I own Apartment Rentals and I have several accounts with Waste Management to collect our trash. Lately they have not sent me paper billings instead they send it thru emails. I want paper bills mailed to me so I called and requested that they mail me hard copy of the bills. The reply was that they can mail me but they will charge me $8.50 for Administrative Charge per account per month. To me it sounds ridiculous because it is their duty to provide their customers paper billings. In my case I have several accounts with them and this will cost me several dollars more on my expense per month. I want them to stop charging me the fee and continue to send me by mail my bills. I hope BBB can help me resolve this matter. Thank you.
Business response
02/23/2024
February 23, 2024

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

Dear Ophira,
I apologize that you experienced issues with the billing appreciate the opportunity to address your concerns. After review, the administrative charge is standard and valid. The only way to have it removed from the invoice is by having paperless billing and autopay active. Again, 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
02/07/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This company makes it impossible to get resolution to issues. My latest problem after cancelling their service is due to their lying about return container pick ups. They simply lie boldly and often hiding behind the communication web created to frustrate and abuse customers with issues.
Business response
02/14/2024
February 14, 2024

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

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

Dear *******
I apologize that you experienced issues with the container removal and appreciate the opportunity to address your concerns. After review, you spoke Brian and the container removal was completed on February 8th. Again, 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 **
Customer Experience Agent- WM Cares
Business response
02/14/2024
February 14, 2024

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

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

Dear *******
I apologize that you experienced issues with the container removal and appreciate the opportunity to address your concerns. After review, you spoke Brian and the container removal was completed on February 8th. Again, 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 **
Customer Experience Agent- WM Cares
Business response
02/14/2024
February 14, 2024

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

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

Dear *******
I apologize that you experienced issues with the container removal and appreciate the opportunity to address your concerns. After review, you spoke Brian and the container removal was completed on February 8th. Again, 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 **
Customer Experience Agent- WM Cares
Customer response
03/15/2024
[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.

****** ********* *** ********* **** *********** ** *****

Dear ****** **********

This message is in regard to your complaint submitted on 2/7/2024 against Waste Management. Your complaint was assigned ID *********

You recently filed a complaint on the above-mentioned company. The last we heard from you the issue may not be resolved. Please provide us with an update and advised which items (if any) remain unresolved. Please complete and return it as soon as possible. If we do not hear back from you, we will assume the issues have been addressed and will close the complaint.

Are the issues resolved? ________yes____Yes _____________No

If yes, when was the issue resolved?
Within a week of the bbc filing the complaint
____________________________________________________________________________________________________________________________________________

If no, what issues remain outstanding?

____________________________________________________________________________________________________________________________________________

____________________________________________________________________________________________________________________________________________

Did you ever file your case through the court system? __________no___ If so please include a copy of your filing or judgment for our files.

Signature: ________________****** *********_____________Date: _________________3 13 2024________

Please respond just as soon as possible to this inquiry. Feel free to email the information to *************** * make sure to reference your case number.

Regards,

Customer response
03/15/2024
[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.

****** ********* *** ********* **** *********** ** *****

Dear ****** **********

This message is in regard to your complaint submitted on 2/7/2024 against Waste Management. Your complaint was assigned ID *********

You recently filed a complaint on the above-mentioned company. The last we heard from you the issue may not be resolved. Please provide us with an update and advised which items (if any) remain unresolved. Please complete and return it as soon as possible. If we do not hear back from you, we will assume the issues have been addressed and will close the complaint.

Are the issues resolved? ________yes____Yes _____________No

If yes, when was the issue resolved?
Within a week of the bbc filing the complaint
____________________________________________________________________________________________________________________________________________

If no, what issues remain outstanding?

____________________________________________________________________________________________________________________________________________

____________________________________________________________________________________________________________________________________________

Did you ever file your case through the court system? __________no___ If so please include a copy of your filing or judgment for our files.

Signature: ________________****** *********_____________Date: _________________3 13 2024________

Please respond just as soon as possible to this inquiry. Feel free to email the information to [email protected] ; make sure to reference your case number.

Regards,

Customer response
03/15/2024
[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.

****** ********* *** ********* **** *********** ** *****

Dear ****** **********

This message is in regard to your complaint submitted on 2/7/2024 against Waste Management. Your complaint was assigned ID *********

You recently filed a complaint on the above-mentioned company. The last we heard from you the issue may not be resolved. Please provide us with an update and advised which items (if any) remain unresolved. Please complete and return it as soon as possible. If we do not hear back from you, we will assume the issues have been addressed and will close the complaint.

Are the issues resolved? ________yes____Yes _____________No

If yes, when was the issue resolved?
Within a week of the bbc filing the complaint
____________________________________________________________________________________________________________________________________________

If no, what issues remain outstanding?

____________________________________________________________________________________________________________________________________________

____________________________________________________________________________________________________________________________________________

Did you ever file your case through the court system? __________no___ If so please include a copy of your filing or judgment for our files.

Signature: ________________****** *********_____________Date: _________________3 13 2024________

Please respond just as soon as possible to this inquiry. Feel free to email the information to [email protected] ; make sure to reference your case number.

Regards,
Initial Complaint
02/07/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
WASTE MANAGEMENT MISSED MY RECYCLING 4 out of the 5 WEEKS!!!!! Thought WM FIGURED IT OUT. NOT 1ST WEEK- MISSED 2ND WEEK- MISSED, told that they were going to do it within 48 HOURS, DID THEY DO IT **** NO!!! THIRD WEEK- MISSED. I called them, chatted on the ** CHAT BOX, CALLED AGAIN, wrote a complaint on here, and then they finally said they were going to collect my recycling! THEY FINALLY DID IT, but left a giant mess all over the street!!!! Cause they couldn’t figure out why I had so much recycling and why it was overflowing, DA WM IVE BEEN COLLECTING RECYCLING FOR THE LAST 4 WEEKS. WEEK 4, LOOKING FORWARD TO HAVING MY RECYCLING DONE ON TIME THIS TIME, GUESS WHAT WM? MY RECYCLING WAS MISSED AGAIN!!!! WHAT IN THE WORKD IS GOING ON. THE DRIVER ALL 4 WEEKS SAID THEY PICKED UP MY RECYCLING, AND ALL 4 WEEKS, I COUDNT SAY IT WAS MISSED. Time to find a lawyer, this is ridiculous! MY TIME IS MONEY. I DONT Have time for this. GET YOUR LAWYER READY WM!!!!! JAN 16- FEB 6th
Business response
02/14/2024
February 14, 2024

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

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

Dear Barry,
I apologize that you experienced issues with the service and appreciate the opportunity to address your concerns. After review, you spoke with Rob and our District Manager has addressed the issue with the driver and will ensure no missed pickups occur in the future. Sheena will continue to monitor you service for the next month. Again, 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
Customer response
03/01/2024

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 is now resolved. It should have not taken so long for them to fix the discrepancy.

The problem stems from the waste management driver to the operational supervisor of the region. They need better processes and procedures so that this does not happen again.

Very respectfully,
Barry ******

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