Waste Management [WM]
Reviews and Complaints

At 4am they service the sumpter . They make so much noise banging the dumpster it makes my dogs bark. It sound like an explosion and very violent. Our subdivision is less than 300ft away from the Exxon gas station and the 7/11 Race track is across the street. I’m almost positive both are serviced one after the other. They should not be allowed or your customer should have a Plastic Dumpster.

I pay extra for glass recycling and for some reason they collect my money but they hire incompetent employees who pick up the normal recycling and miss my glass recycling. They are right there at my home looking at my blue glass recycling box and leave it. I called 5 times up until February 8th 2022 and filed a complaint with the BBB report # [protected], that helped after they got the complaint someone took the job seriously gave me a small refund for the glass recycling portion and after a few weeks the problem was fixed. We are on a second missed pick as of December 1st for glass recycling that I pay extra for and get no value. I want a refund of both missed pickups. I want the excuses of "oh I don't have that service when I have paid for it for three years. I don't want them to come back for an extra fee. I want to actually cancel and get the smallest garbage and recycling package so I can spend my money with companies that hire and train people to do a good job and provide a good service. Customer id [protected] and my address is 3130 North Center Street Newberg, Oregon 97132. I have a $0.00 balance on my bill as I pay for my services that they do not provide all the services I pay for. I have noticed that after my complaint with the BBB back in February of 2022, now my bill stays around the same but is all bundled into one bill instead of it being itemized previously so you could see the extra $6.00-$7.00 you would pay for glass recycling.

I have had missed services for an entire month. Half way through that month the company decided to take away my bin and leave all of my extra trash bags in my driveway. I therefore called the company and they had mentioned it was a mistake on their end and my account went into “no longer in service”. So they changed my account back and said I would have a trash bin back at my house asap. I still have not received a bin and now my bill has gone up. I don’t even see how I have a bill for a service that has not been completed in an entire month.

This company continues to give us the run around on why our containers have not received their scheduled pickups. They did not come on 11/18/2022 then we received milti[le emails rescheduling for the 19th, 22, 23, and now the 25th. We have contacted waste management a number of times and spoke to manager John who swore he would make sure we had a pickup. Nothing happened still and they close so early that by the time you realize nobody is coming the phone lines are closed for the day. Crappy services. It's a holiday week and now all we get to do is worry about this. We are also moving and now are screwed because we haven't had garbage pickup.

BUSINESSES BEWARE! Trying to lock me into an old contract that was sold to me under false pretense. Called in spoke with one of their "account managers" and was pretty much told to take it up with their lawyers.

Due to the drastic price increases over the life of the contract I had originally signed I opted to take my business elsewhere. Upon conversation with this "manager" she told me my original salesperson lied to me about canceling the auto renewal and so without warning I was locked into a new contract with a 25% increase attached to it. When I expressed my concerns I was told to send it over to their attorneys if I'd like. Jokes on them though because that's exactly what I plan on doing. No business should be forced into doing business with another company through lies and deception. RUN FAR AWAY from this company and go with a different service company even if they might be a little more expensive.

I had a note placed on my account on 8/8/2020 (2 years ago) requesting "no pickup" if incidental charges would be incurred. We've had some problems with trash being placed in our bins from outside parties on a few rare occasions and wanted to avoid that. Regardless, your driver picked up and charged us extra twice on the last invoice. He also broke our cans 3 times by dropping them on the ground. The wheels were easily popped back on, but it's poor customer service.

Your customer service (in the past) has always been excellent. That is no longer the case. I would assume that you've started using virtual assistants if the spelling and syntax were not so horrendous. You've very clearly outsourced to a non-English speaking country. Your reps have no critical thinking or reading comprehension skills, they do not concern themselves with resolution so much as sticking to a script (a very "emotional" one that expresses quite a bit of [obnoxious] false empathy but no actual problem solving), and they're rude. Two agents addressed me solely by my last name. When I explained that it was "Mrs. _", your third agent just called me "Customer". Is it really so difficult to use a title when requested? I didn't realize common courtesy and professionalism had become offensive.

I've had it with your company. Your drivers have always been questionable, but the inferior customer service is the last straw for me. Most of my neighbors have started a "neighborhood landfill trip" that involves one person taking everyone's items each week rather than using WM. I can see why and will join them should there be any further issues. You need to go back to hiring native-English speakers (or those that are able to fully grasp the language if not) and remove the script requirement. Your customer service is now worse than even Walmart's.

Called WM to discuss my every increasing quarterly bill for residential service. Prior to calling I reached out to other waste services and discovered that I could pay exactly half for identical services.

Upon speaking with the rep from WM I was told that there are no discounts available. I then cancelled and was informed that there is a $75 charge for can removal. This is an egregious amount to charge. I stated that that I would happily drop the cans off but that was not available. This seems extremely unreasonable. WM is simply using this as an opportunity to price gouge consumers who cancel their service.

I am being charged a 75.00 removal fee after I terminated service. At no time did I ever choose WM as my service provider. They purchased the provider I had a contract with , and that contract had no removal fees. I kept WM after the purchase, as they assured us nothing would change. When I moved and no longer required a garbage service, I was charged a 75.00 removal fee. When I told them I would return the container, I was told I wouldn’t be allowed to do that. This has now been turned over to collections. I have written to WM numerous times, and they refuse to provide me with any contract stating this fee would be charged when they bought my previous company.

I have had to make 4 phone calls to WM in the past 10 days to try and straighten out a simple issue. Each phone call had a 45 minute to one hour hold time. That is totally unacceptable.

I also tried to use the chat option. I was informed I was 10th in the queue. Each time I looked at my computer screen I was still 10th. Apparently they do not update the queue. I left the computer for a couple of minutes to find that I had been disconnected for not answering the agent when I was away from the screen. For all that I knew I was still 10th in queue.

Surely a company as large as Waste Management can afford to hire more customer service employees.

I called to dispute the cart removal fee for cancelation of service. She eventually just hung up on me. I'm not cancelling my service, I am just not renewing service. These are CLEARLY 2 different things. If they want to scam leaving customers, they need to correct their verbiage on the invoice.

From the invoice:

"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 cancellation, unless such refund is required

by law, regulation or contract. If services are cancelled after initial acceptance, you will be assessed a Cart

Removal charge of up to $75 plus applicable taxes and charges including fuel surcharge, environmental

charge and regulatory cost recovery charge, unless the cart removal charge is not allowed by regulation or

contract."

I am complaining about the very haphazardly way the driver that does the collection of the recycle bins for our neighborhood at Springlake villas in Tamarac located on the corner of Nob Hill and Southgate. the bins are just dropped wherever be it on the other neighbor's property or falls into the street. Also, some have said that trash has remained into the bin. This has only happened recently as we are assuming it may be a different driver as this has not happened before.

Our company has been a customer of Waste Management since the late 1990s, we have always had a 2 yard dumpster. In the beginning of our service we had a weekly dump, then over the years as we began to downsize, we went to a twice a month dump, then over the five plus years our bills continued to rise $10.00 to $20.00 a month, with no explanation. Our last signed contract was on March 15, 2016, which they never honored our contract as our fees continued to increase monthly. We had a 60 month contract at the March 15, 2016 date, which has finished. We never received any communication letting us know we were up for renewal, so we just assumed due to rising gas prices they no longer did contracts. Then in May we received an invoice with an increase of $120.00, no warning, no explanation, so I called and spoke with a gentleman named James, and explained that we needed to do something about our service. James had indicated that we technically did not have a contract and we agreed that we are already paying four times the amount over the last several years, so he took us to a one time a month dump and lowered our bill a couple hundred dollars. Then our bill started to go up again, so we called today 11/11/22 to terminate our service and was strong armed into staying, I spoke with a man named Charles that offered to lower our bill to $100.00 a month with two dumps, which we couldn't understand how that was possible, but we told him we wanted to cancel and what did we need to do, this conversation was hostile. We were sent three forms one was three options, #1 continue to honor our agreement, which we were told we no longer had, #2 we could terminate and pay $1,928.06 per section 7, or #3 negotiate a new and mutually beneficial agreement. We are obviously stunned by the handling of our account and at this point would be willing to pay the $1,928.06 and have their dumpster removed to no longer have contact with such underhanded business practices. How does a company say they have you locked in to an agreement, which they do not honor themselves? Over 24 years with a company and they are treating us this poorly leaves us speechless.

WM has FAILED to pick up my trash since Oct 20th, failed on 10/27, 11/3, 11/10 (Service PAID in Full), New providence Rd, GA 30004. I've called in four times and get BS responses & excuses (can obstructed, unsafe condition). I have Picture that show it's not the case. It seems that a lot of the WM receptacles on my Street are having the same issue, I guess they are good at taking the Money, but not the trash. Hint if you slow down below 45 MPH, you can make the pickups, just saw a truck pass by at that rate of speed.. Competitor services seems to pick up fine, but are not accepting additional customers.. If you live in GA don't use WM... make my 5th Call to them to demand my money back..

11/09/22, 11/2/22,10/26/22, 10/19/22, 10/5/22

I am a new customer to Waste Management at my new address as of 10/01/22. They have missed 5 weeks of the 6 I have been a customer. Every week I file a missed pick up and am assured the trash will be picked up. Most times it does not get picked up. Last week I spoke to a customer service manager, trash was picked up the next day with the assurance that he would talk to the driver.This week, another missed pickup! More frustrating is that the website show the exact time the trash was supposedly picked up.

What is happening to this company? I will need a refund for the quarter before I can find a new service company.

Our scheduled pick up date is Friday.

We had no service week of 10/17 - 10/23 should have been picked up 10/21

We had no service week of 10/21 - 10/30 should have been picked up 10/28

Garbage was picked up 10/31 after cans set out from 10/27 Thursday evening to Monday morning 10/31.

Garbage was not picked up Friday, 11/4 (Third Friday in a row of not picking up on scheduled day)

I texted the WM chat and was advised I could track pick up and it said 11/7/22. I hauled the garbage back down. Saturday was very windy and people that left the garbage out since Thursday evening had some of their cans tipped over. Then to top it off the workers showed up at 7:30 am on SUNDAY 11/6/22 not Monday, 11/7/22 as stated on my WM account and missed my can. I want my can picked up today 11/7/22 as was promised and I want to know what our scheduled date is supposed to be. Is it Friday, Saturday, Sunday, or Monday? You've been jacking us around for three weeks.

Your driver doesn't always pick up my green trash. Once, at least every other month, he forgets to pick up my green trash, and I have to call Waste Management so that he does; sometimes I have to wait more than 1 day for him to pick it up.

This time, for instance, he did not pick it up on Friday, I called spoke with Sarah, who told me that we would come back and pick it up but he never came back.

At this point I don't know if he does it on purpose or what but it is not right. So I would appreciate that some action takes place. Best regards,

Ronald Garcia

Customer

I used online service with Waste Management on 2 September 2022 to rent a 30 yard dumpster for 7 days with pickup expected on 3 October. My card was charged that same day for 532.81 reflecting the 7 day rental. When the dumpster wasn't picked up 3 October I called (5 October) and was routed to a service person who tried to tell me I would be charged for the additional days. I stated I'd rented for 7 days only per the online order. He finally said I wouldn't be charged and assured me of pickup the next day, Thursday. The dumpster wasn't picked up until Friday, 7 October.

Now I receive a bill that states the initial charge has been adjusted for a total of $544.14. Not sure why that is different than what online quoted and charged. But of greater concern is the fuel/environmental charge of $296.67, regulatory cost recovery charge of $30.25, and administrative charge of $8.50. I called 24 October and was routed to an account manager who told me she would send out an email requesting assistance and that if I didn't get a response to reply all. I did get a guy that day who emailed to ask what my questions were. I emailed him right away. On 26 October I emailed him and the account manager to ask is a reply was coming. Today is 31 October and no response.

The website states up-front pricing and no hidden fees with honest expertise. I don't know how the terminology lingo they used applies to my rental. I would like to know what they are expecting more money for. It leaves a bad feeling that they throw an invoice at me expecting an additional $346.75 and can't be professional enough to tell me how I supposedly incurred that cost! I feel they are gouging me and without the courtesy of a reply, how can I feel anything else?

Name-William T Wagner

Address-13134 40th Lane N

West Palm Beach, fl. 33411

Phone-[protected]

My garbage and yard refuse is missed too many times and I call and agent said we will be out same day(10/27) in the am. No show and I called (10/27) 4:30pm and again no show. I called Friday in the am and agent said they would pick up on Friday am and again no show and I called again Friday PM and again she said tickets was still in system and probably Saturday and kinda snickered! Still no pickup and I asked to have a supervisor to come out but no show. I need help and my garbage is stacking up in my garage. I understand I live on a half road but I paid my tax and expect proper service. Thanks for your help.

signed William T Wagner

The wheel on the bin fell off the first time it was emptied. I put it back on, but the following week, it came off and I couldn’t find it. I think it fell in the garbage truck when the can was emptied. I put in a service repair three weeks ago and was given a date for it to be serviced. Nope! I called last week to ask when it will be fixed/replaced and was told October 21, 2020 (today). At 4:00 pm, I called to confirm, since it had not been repaired/replaced. The rep said it is on track to be serviced today. NOPE!