Waste Management [WM]
Reviews and Complaints

Company sent out an email that was wrong (A mistake) but it resulted in many customers on my street not getting serviced. Called, complained and was promised a pickup (by a Customer Service Supervisor) later in the week. Never happened and when I called back they said it was reported as completed several hours earlier, this was a lie. I had to take pictures of the full cans at the curb and email them to prove they were lying. They said they'd review it? Told me they were sorry and my normal pickup would happen on Monday (9/11/23). Nope, no one on my street got a pickup on Monday...

As a disabled person, repeated trips to the curb is painful. I'd like to mention this is not the first time this has happened. Every time, they promise a "supplemental" pick-up the next day, but in three years not one of the supplemental pickups have ever happened (11 times and counting).

I tried calling the company for several hours since I received an invoice. I am trying to extend the vacation hold until September 2024 since my house is still under construction. I do not need garbage service until the end of September 31 2024. I was on hold for over 30 minutes, then I finally put in a request for support but nothing is happening. I would like to know if this is confirmed as soon as possible. Thank you!

we have been at the address 402 W Corral Cir Payson AZ 85541 for 5 years and I have had you guys through raised rates to bad containers and the last mishap was the drawing board my husband missed a pickup forgot to put it out and I was treated with such disrespect about it from the driver Sergio to the online rep Julie. my bill was 55.00 higher totaling 117.00 the driver came back 5 mins later to empty it he was still on his route 1 street over for 55.00. after I received the invoice for the missed pickup I decided to change my service and waste management wouldn't cancel my service. I'm still stuck I don't know who to contact because no one will take responsibility to cancel my service. I just want to cancel and get some kind of refund from my missed pick up because it wasn't worth 55.00. thank ty for listening Kimberly Thornhill

I fell at work the other day and hurt my knee and hand my hand is all swollen my boss Daniell and other boss Jessica Waldell tells me suck it up I can’t hardly move my hand I’m about to throw a lawsuit on WM then I’m told I can’t eat breakfast I’m on high blood pressure pills if I don’t eat I end up in hospital I am on retirement and social security says I have to leave at 230 every day dan says I’m not allowed to and he don’t give a [censored] about my retirement he hopes I loose it when they buy food for the men I am told I can’t have none cause I’m fat and lazy this is harassment the men sit in the office all day long with both managers and I start right at six am they don’t start till 2 pm I’m sick of this crap I’m getting a attorney and sueing another thing Jessica told my wife she has slept with almost all her men at work and she’s got colamittia that’s not professional at all last thing is my wife put a application in last year for secretary and jessica told her she would never get hired cause she was fat and ugly she also applied for management she has management skills she was a manager for 6 years so she’s throwing a lawsuit on that too enough is enough

[protected]. Is my customer id. My garbage has not been picked up in almost three weeks. They keep marking it as service but they have not even been out. They marked it as service at 3:12 yesterday! The dogs are getting into the can I have piles of trash on my porch why? Because they won't pick up my trash. I'm current on payment it's supposed to be mandatory for trash but they won't pick up. Maybe it's a problem with the company maybe it's the driver but something needs to be done to get my trash picked up!?

Tuesday will be three weeks of my trash not being picked up. I have called the office and left voicemails with no one returning my calls. I am now having to pick up trash daily because of animals getting in the trash. Plus I haven't received a new trash can like I was supposed to. I hope this will get resolved sooner than later. I don't like paying for a service I'm not receiving.

in summer of 2023, my garden waste container and regular trash container became damaged. The lids have sections missing and the bodies are cracked. This damage is as a result of the physical process of being hoisted up by the collection vehicle. Whilst the containers still "work" the cracks and holes in the lids were causing an unsanitary ant and fly problem. I requested the containers to be swapped several times via telephone. Each time I was told to leave my containers out on my regular service day but they were never swapped out. When the customer service phone number disappeared from WM's website (or was made incredibly difficult to locate) I chatted with customer service via the messenger app (October 2023). This time a swap was scheduled for October 30th 2023. It didnt happen. I took the containers off the street on the 31st. Customer service told me that they went on the 31st but couldn't see any containers. They sent me a photo of my house asking if this was the correct house. To be honest it appears to be a photo from google maps street view. Of course there are problems with this situation: Firstly, I was instructed to leave the containers out on 30th not 31st. Second, the containers may not have been on the street but they are very obviously visible AND accessible in their off street location. Nobody knocked on the door, and nobody called at this time. Furthermore, I did not see evidence of a truck via my doorbell camera on this day. The swap was scheduled again for the following week and of course they were not swapped on that day. Customer service then told me that the containers were not even available; that they were awaiting a shipment of containers but that they would be swapped out as soon as they were available and to continue leaving the damaged containers on the curb for the entire day on my regular trash pickup day. That exchange was on November 8th 2023. On January 16th, after diligently leaving my containers out on pickup day for over 2 months I messaged customer service again and never got a response. I went back to the WM website and found the chat now function since I was still unable to find a phone number. To be fair the chat person appeared to know what they were doing. This time they told me that new containers would be delivered on February 5th 2024 and to NOT leave the damaged containers out but to get in touch after the new ones had been delivered to arrange collection of the damaged ones. They even gave me a reference number the the delivery of each container. On February 6th when no new containers had NOT been delivered the chat person said that the crew came but said that we already had containers so they couldn't leave new ones. Apparently the order had been put in as a customer needing cans that didn't have any. A swap was scheduled for February 12th. No container swap happened. The customer service rep filed a complaint 'on my behalf' and said to put the containers back onto the street for 48hours. Once again, no swap happened. Today, February 14th I was told that the swap is scheduled for February 19th. I asked to make a complaint and was told that I couldn't complain directly myself but that they would file the complaint on my behalf and email me the details. I have not received the details and have no reason to believe the complaint filed will be acted upon based on the previous complaint where nothing happened either. Waste management says over and over that "all cases are resolved within 48 hours". Well here we are, 5 months after I can prove the requests but in reality more like 7-8 months. Currently in my account dashboard there are 6 closed requests for the swaps with no notes or details attached to them (because they only go back 90 days). Equally, doorbell camera footage does not show any trucks arriving or departing other than the regular trash collection vehicles.

I have screenshots of all the chat conversations.

They have missed trash pickup at least a couple times recently. They just stopped, refused, picking up the extra trash we have next to the bin. As far as I know we should be able to pay a fee for them to take the other 55 gal worth of trash. I have clients showing up having to pull around my trash for days because they miss it on Friday and don't pick it up until Monday. We are not allowed to drop if the tote at cancellation ourselves and forced to have it picked up for, get this, $100 BUCKS! Go eat one WM.

I have tried to cooperate with Waste Management since August, 2023.

My order for a 3 yard recycle was mistakenly misplaced and when one was finally sent it was the wrong container. I had to continuously call to correct error.

In December the green waste bin was not picked up for one month. Every week I had to call. However the recycle container was also missed two times and with all the over filled bins, I was fined for inappropriate recycling. 70 dollar approximately.

I complained and was promised a refund.

I pay my December bill totally even though service was not rendered. Later I was told I would be refunded the charges because service was not rendered in a timely manner.

I received two bills: however nothing is itemized explicitly as to what was being charged for what services and what was being refunded for lack of service and wrong recycling penalty.

There is no way for me to calculate the accuracy of the invoice. Please

My bill was paid in full until 1/31/23. I called to notify Waste Management of my decision not to renew services as the prices are constantly increasing. I was told I would be charged a $75 fee for them to pick up the containers. This is clearly a way to penalize people for not wanting to pay $100/quarter over what other services in the area are charging. I was also told they would "negotiate" a price decrease if I remained a customer. So, they basically admit to overcharging unless you complain. No, thank you. I would rather pay a company with ethical business practices. I was told the containers would be picked up on 2/1. They have been sitting on the roadside since then. When I called today to find out why they were not removed, I was told the pickup was changed to 2/15. There was no communication about or notice of the change.

Garbage pickup every Mon, Wed and Friday at 4:00 AM in a residential neighborhood. I have spoken to noise complaint agent and to area supervisor about the very loud, early pick up time which violates noise ordinance of 10pm-6am. I have lived in this area the past year and it has been consistent every week. Supervisor has repeatedly stated he would rectify the situation and have driver adjust his pickup time to after 6:00 AM. Monday and Friday drivers have recently adjusted their pickup time to after 8:00 AM, however, Wednesday driver continues to arrive by 4:00 AM, this morning he was picking up at 3:53 AM which is extremely loud and a lengthy process. I have an audio recording of the pickup time, noise level and process but unable to upload to your site.

PLEASE have Wednesday driver adjust his time as well. Thank you for your assistance in this matter. My next complaint will be to City of Peoria and Maricopa County noise ordinance.

After 20+ years as a customer, I called to terminate service today. Until recently, they provided good service but the level of service has declined as the cost increased significantly.

To say they make cancelation difficult is an understatement.

Although you can sign up online and request all types of services online and even put your service on hold you cannot cancel online. It seems like whenever you try to call in, the hold times are long and you get transferred between departments. When I finally reached their cancelation department they refused a partial refund of my quarterly bill - they indicated it was clearly stated on all their bills.

If the cancelation process hadn't been so intentionally difficult and unethical I would have moved on quietly. Before today if someone asked about my experience with Waste Management I would have given them a mostly favorable review but after today I would focus on my last experience with them as a customer.

Thanks

My name is Lillian Cruz and I reside in Middletown Township PA as a result when I call Waste Management for a pickup I cannot give an account number as we are part of a pool contract with WM, so I have to either hold forever or chat online. Last Wednesday, 1/24 called and spoke to a rep about a missed recycle pick up and was told that a new pickup would be scheduled. I was to leave my can out and it should be resolved in 24-28 hours. The rep did not give me a confirmation number. I left my can out but a pickup did not occur.

So, I called again on Friday 1/26, after 20 minutes on hold, I decided to use the online chat. I was told that the driver said the pickup was made on 1/24. I said no I am sorry it was not. I was told a new pickup would be rescheduled. This time I received a confirmation number of 536771. Again no pickup ever happened. My can is still out there, full.

This is the second time this month. This also happened On January 2. Our pickup was missed, I called on 1/3 and was told to wait 24-48 hours but a pickup never occurred. Every time there is a holiday week it seems Durham Rd in Langhorne PA (Middletown Township) is missed. Lately, pickup has been erratic. I dutifully have my trash and recycle bins out there on Monday nights for a Tuesday pickup. However, many times pickup does not occur until late Wednesday if at all. Recycle pickup sometimes does not occur.

When they do pick up, my cans are tossed and even broken. The handle on my recyle can was broken off. Last year one was shattered into pieces.

My garbage is supposed to be picked up every Tuesday morning. Last week it was not. It's Saturday and it's still sitting there. I chatted with someone about it on Wednesday, was given a number #498287, and was told a recovery truck would come pick it up within the next couple of days. I chatted again yesterday and was told the reason the driver didn't pick it up on our regular day was that he said the container was frozen and he couldn't get it, which is funny, because he never came down our road. We're home and we see him every Tuesday morning. I complained that the recovery truck had not shown up either and was told to just put this weeks garbage on the ground next to the container and they will pick it up next Tuesday (no charge). No really? We live in the country, so hard telling what critters will feast on our garbage - that's why we have bins. She said that if there is garbage scattered on the ground they will gladly have someone come out and pick it up. If they can't pick up my bin and lie about the reason, I don't think I trust them to come out and clean anything up. Also, I don't even think the guy will get out of the truck to pick up the bags. I asked that the recovery truck come out on Monday and was told they can't come except on our regular days. So why was I told a truck would come Wednesday or Thursday of last week to pick it up? Never get a straight answer. Plus, as I'm writing something in the chat, I get disconnected twice and I had to start all over again. What a nightmare. Just want my garbage picked up when it's supposed to be with no lying. I don't have time for all of this. I have better things to do with my time.

Invoice # [protected]

Called Nov 1st 2023 to cancel services just received new bill cancelled date was 11/11/23. The rep states you will be charged for one week $27.40 and pick up $75.00 of containers. Received two bills with late fees the container fee and the fee for three months of service. No pickup was completed after 11/09/23 and I wanted to cancel that day but was advised I have to cancel on the week end. But I am not responsible for additional charges they can review the phone call I had.

On 10/17/2023 I called Waste Management [WM] to inform them that I would not like to renew my service contract (starting 11/01/2023). I received an invoice on 10/16/2023 for a service period of 11/01/2023 - 11/30/2023; I informed the representative that I would like to not renew my service for this period. The representative informed me that I was paid up on my current contract ending 10/31/23, and that there was nothing else that I needed to do, but that I would be charged a cart removal fee.

This fee was never agreed to, and by the verbiage in Waste Managements [WM] Invoice "Important Message", is an unreasonable and fraudulent request for payment. The "Important Message" states: This invoice constitutes an offer by WM to provide service to you for a specified period. By paying this,

you agree to continue service during the specified service period and to the terms of service at www.wm.com/OMR, with no refund (whole or partial) for early cancelation, unless such refund is required by law, regulation, or contract. If carts are overloaded, or if recycling carts include non-recyclable

contamination, you will be assessed an Overage charge or a Contamination charge of $5 per cart per incident plus taxes and WM’s Energy Surcharge as applicable. If services are canceled after initial acceptance you will be assessed a Cart Removal charge of up to $75 plus taxes and charges including WM’s

Energy Surcharge, unless the cart removal charge is not allowed by regulation or contract.

I did not cancel my service early, but rather decided not to renew my contract. Since the time of not renewing my contract, I have began receiving invoices from WM in increasing amounts, trying to make me pay this fraudulent charge. They are attached to this complaint. These invoices include my last correct invoice for service period 10/01/2023-10/31/2023, the invoice for service period 11/01/2023-11/30/2023 that I requested not be renewed, and the incorrect invoices received thereafter.

The current fraudulent invoice balance is 114.79. I would like Waste Management [WM] to correct this as soon as possible.

On Monday, November 20th 2023, the WM driver servicing 4461 Palmcrest Lane, Fort Myers FL 33908 mistakenly cut a turn too narrow, and the top of the vehicle pulled down a power line causing the power pole on the property and also breaking the embedded support pole. On the same day, I spoke to representative Anna Cook who admitted there was a new driver, and he was not familiar with the route and had used the incorrect vehicle (height specific). I spoke to the neighbor who assisted the shaken driver and safely coiled the live voltage wire away from the vehicle who verified it was a new/never seen driver - who went through the route after the normal pick-up delivery was completed earlier that day. This was also verified by Anna Cook, who then back peddled, then scrambled off the phone once she started communication with a new party on her side (a male voice). The next day, she denied everything, refused to produce any reports, and multiple requests for her supervisor to call me have been unmet. FPL confirmed WM is without question,100% at fault (not new news to me), and they have already began the claims process and in his 15 years of experience, here was "zero percent chance they we won't be paid for their mistake".

On 1/11/2023, I called Waste Management to schedule a pickup date for removal of our commercial dumpster. I got intentionally disconnected on my first call because that individual got frustrated with me. Called again and I was told that a fee of $300 plus surcharge (told $350 to be exact) could be waived if I waited until February 28th, BUT I still would be charged for that month of service. I refused because the verbiage in our contract is so vague such as using the terms "as needed services" that it would recommit us into another contract (regardless of what rep said, because lack of faith in what is told to me). So, then a truck is suddenly available to pick our dumpster up on 1/31/24 but now with that charge of $300+. I ended the call because my point was not being understood. The call then ended.

I then (re)reviewed our contract from 2017 and the 2021 contract and was unable to see where it disclosed an amount for picking up our dumpster, so I called again and talked to another rep. My question to the rep was here was this amount posted. I was told it's under the "as needed charge" on front page, as well as, on the website. It implies that there may be additional charges but are the amount of those charges. That person said it was posted somewhere. Once again, that conversation was going nowhere, and my point was not being understood. I was referred to a senior rep. The call ended and a senior rep called.

Each call the rep wanted to state the point that they tried to reach out to negotiate the price. This was after Waste Management received our cancellation letter and a contract was signed with a new service. I was told by rep number 3 that this was disclosed when we first started our service with Waste Management, about 20 years ago. I do not recall, during my 8 years at this agency, in any of contract renewal negotiations with Waste Mangement during a conversation that included a $350 pickup charge.

My question with each rep was where this is posted. Told the website, I was told it insinuated under the "as needed services", or I would have been told that if we negotiated a price for renewal. I do not believe that is so because at that point because why would there be a reason too since I' be renewing our contract.

I informed the last representative that if the difference between the price we would have received because we negotiated compared to the price we paid (understood because we did not want to renew) were paying would cover the $350 charge time and time again. I have brought up the $350 but the amount is the issue, my issue is where is this posted for the customer to see, or how that number became about. Its standard price is what I was told. Where are the standard prices listed.

I believe that Waste Mangement purposely uses very vague verbiage so they have such a grey area for any surprising costs or fluctuations that may occur. I can not be the only business who has this issue. I believe that this is deceptive, and this $350 is a hidden cost.

I was told by rep 4 that the company we went with has all the same term and conditions as Waste Mangement, but Waste Management's contract is 2 fine print full pages so I don't believe that our new company took 2 pages saying the same thing in just 1 page. Plus, representatives are allowed to make negotiations when it benefits Waste Mangement but as soon as I say I'm not interested in negotiating, we get a charge that seem to be an amount that just fell out of the sky.

See photo, this was how our garbage cans were left yesterday, including trash in the road that fell out when they were dumped. Our cans are left in the driveway every week, 2 feet apart, and have been for 27 years. Unacceptable.

There is a growing opinion in our county to contact the powers that be to find an alternative garbage service due to the constant issues people have had with your company in our state, and in Snohomish County in particular. Billing issues as well as incidents such as this.

We have been billed for extra pick up when due to weather service was missed a week. We have been left numerous picky notices, cans too big, too heavy, an empty insulin syringe was accidentally left in one - NO NEEDLE - and boy did we hear from someone. We've been told this is acceptable by the pharmacy who handles the medical waste disposal of needles. But we received a very rude phone call about it. We replaced our cans with exact WM specifications, even with the bar on front so the vehicle can pick them up.

We've done our part, I would expect you would do yours.

We had been a Waste Management residential customer for 20 years, as have our neighbors on this rural street. All of the neighbors have the same service - a 96 gal toter and recycling pickup.

Until 2021, our quarterly bills were about $130, or $520 per year.

In 2021, our quarterly bills increased to $175, or $700 per year.

In 2022, our quarterly bills increased to $187, or $748 per year.

In 2023, our quarterly bills increased to $212, or $848 per year.

Amazed at the rapid increase, especially after Covid and fuel price spike had eased, I checked with a few neighbors. Each reported paying only $130 per quarter, or $520 per year, for exactly the same service!

In short, without justification, WM was charging us over $300 more than our neighbors, each year, for the exact same service. This may be happening to you - check with your neighbors!

Because I was on an automatic payment plan, I stopped the service before it could be renewed to avoid the $75 toter haul away fee. Now, to add insult to injury, WM is trying to collect that $75 plus fees for hauling away the 96 gal toter. And this despite my having stopped the service prior to renewal, so that the Special Notice - quoted below - applies to me, and does not obligate payment of the $75 fee, since I did not "cancel" after the three month contract was in place. I simply did not renew another contract.

"This invoice constitutes an offer by WM to provide service to you for the specified period [i.e. 3 months]. If services are canceled after initial acceptance, you will be assessed a Cart Removal charge of up to $75 plus taxes and charges including WM's Energy Surcharge."

And each month I don't pay, WM adds $5 to each invoice, calling it an "invoicing fee". I'm sure if I did not file this complaint, WM would be happy to let the balance increase by $5 every month until I died.