Waste Management [WM]
Reviews and Complaints

On March 13, 2021, I cancelled my service with Waste Management (Customer ID 8-94238-43002). I was told that I would be subject to a $75.00 Cart Removal fee. I told them I didn't know about this and they stated that I agreed to it because my they have the following statement on their 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, 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.

This statement appeared on my bill for the service period 04/01/2020 through 03/31/2021. I did not notice it and I did not sign anything saying that I had read this statement or that I agreed to these terms. I did, however, pay my bill in full for the service that was supposed to end on 03/31/2021.

On April 21, 2021, I received the attached invoice in the amount of $96.55. It indicates that I have a previous balance of $241.13 and that I have been credited $144.58 in pro-rated charges. It also shows the $75.00 Cart Removal fee.

I don't know how I could have a previous balance when I cancelled the service in March. They are charging me $21.55 over and above the $75.00 cart removal fee which I did not agree to.

I am asking Waste Management to voice this invoice and consider my account closed and paid in full.

Trash can often dragged excessively beyond where it was place. A few times far away as 50ft. Recycle can was removed without notice or warning. have to wait another week for replacement. Mean time I'll have to tie everything together to be placed out without container.

To WM's credit communication was quick and cordial both in chat and phone. The manager was on the phone in just a few mins. She was cordial and respectful but limited by company's policy. I was expecting my removed recycle can to be replaced today but she could not offer anything sooner than next week on next collection day.

Customer Service Rep Ryan Cohn could not get my address correct. I ordered 2 pick ups per week. They could not accommodate that so I ordered a larger dumpster. The larger dumpster never arrived but a $900 bill did. I spoke with Ryan Cohn who unfortunately ha been assigned to my account. He assured me that he would work with his accounting department to resolve the overcharges. As of today, my account still has a balance of over $1000.

Our entire street is often ignored and our trash is not picked up. When residents call to complain they are told that a truck will be sent but a truck never comes.
Our recycling is only scheduled every 2 weeks, yet when I input my address into wm database the schedule that pops up clearly states that my trash/recycling and yard waste will be picked up every week. For the past 9 months this has not been the case. We pay $89 every 3 months, as well as $7, 000 a year in taxes, but services are not rendered as stated.
Account #[protected]

Property Location: 6436 San Juan Avenue, Jacksonville, FL 32210
I placed my waste which consist of twigs, small tree limbs inside a 50 gallon rubber trash can in the space for waste pickup on Monday 3/29/21 at 6:30am. Tuesday 3/30/21 6:30am the waste was still there. FIRST called, Spoke w/Ms. Debbie who assured me it will get picked up that day.. it did not, so I called a SECOND time on Thursday 4/1/2021, Spoke w/Ms. Debbie again, she assured me that they would pick it up today. I stressed to her I leave at 4:00 pm today and were closed Friday and didn't want to leave an empty trashcan on the curb till Monday. By 3:30pm I called THIRD time, spoke to Ms Debbie, which was a waste of time and she could give a rats [censored] if my waste gets picked up or not, became very agitated and said she is just a 3rd party and referred my info. to the manager and then she offered me a telephone number to call and complain to the city. I declined the number because I already had it, so I ask to speak to a manager and was told he was gone for the day, so I pulled my waste back on my property and decided to file this complaint. This is not the first time I've called for waste pick up.
Thank you
Denise Peterson

I have been a WM customer for more than 30 years. For the most part, I have received quality service. My account number is tied to the phone number that I identified for this complaint.

Trash day is every Wednesday. Yard waste is every other Thursday.
3/17: trash day
3/18: yard waste day
3/19 (Friday)-I called WM because I had 10 trash cans full of yard waste that had not been picked up on 3/18 as expected. I also told him that the yard waste pick up day of 3/18 was also note within the WM app. The man that I spoke to was very polite. he said that he wasn't sure what happened with the yard waste not being picked up on 3/18. he also said that he checked the system to see if there was some type of service issue that would explain why the yard waste wasn't picked up and there was none. He submitted a special request to his supervisor to request to have the yard waste picked up.

3-22: called WM as the yard waste was still not picked up. The woman that I spoke to told me that the yard waste for my area didn't start until April 1. She also said that there are many new WM customer service reps and that the person I spoke to was new.

She said that she did check the notes from the 3/19 call and saw the note from the man I spoke to. She did see the request he submitted for a special pick up. She told me that a supervisor denied the request for a special pick up of yard waste because it wasn't supposed to start in my area until April 1. I explained to her that the WM app showed that the yard waste was scheduled for 3/18. She told me that there was an issue with the graphic designer who maintains the app and that 3/18 was not an accurate day for yard waste.

She said he made an error with identifying the yard waste as 3/18 and that the first day for yard waste in my area is April 1. I told her that someone should have called me after the supervisor denied the request to do a special pick up when I called on 3/19 to let me know that the yard waste would not be picked up until April 1.

she told me she would submit a request to have the yard waste picked up as bulk trash since this was a mistake made by WM. the only other option was to wait until April 1 when the first yard waste was scheduled to start.

I decided to wait until April 1 for the yard waste pick up because it would be too difficult for me to remove the yard waste from the trash cans and put them into plastic bags due to my having multiple surgeries to my right arm due to cancer.

4-1: I called WM to confirm that the 13 trash cans that are full of yard waste would be picked up. I spoke with Angelica. I explained the history of what had happened previously with the 3-18 yard waste pick up date. Angelica said that the yard waste wouldn't be picked up until 4-8. I explained to Angelica the history of the 3-18 yard waste date along with the history of the first call that I placed to WM on 3-19. I also told her that I was looking at the WM app that clearly states that the yard waste is scheduled for April 1.

Angelica told me that all I need is a calendar that identifies the yard waste pick up days. I explained to her the history again of the 3-19 phone call to WM regarding the incorrect yard waste date, the error that was identified why the WM graphic designer who incorrectly identified the yard waste day as 3-18. I also told her that I when I called WM on 3-22 the woman that I spoke to told me that the first yard waste day is 4-1. I triple checked the yard waste day and was told that it's 4-1.

Angelica kept telling me that I need a calendar to tell me what day it is. I requested that she submit a request to have the 13 trash cans full of yard waste picked up before 4-8. I asked Angelica why the yard waste dates are incorrect in the WM site. She said she would notify the graphic designer about the error. The WM app is once again showing me incorrect dates for yard waste trash days for the rest of 2021.

Angelica refused to submit a request for a special pick up. I asked her to escalate this call to a manger which she said she would not do. I also told her that I am out of trash cans at this point. I don't have anywhere to put my regular trash.

Angelica's only way of resolving this issue was to send me a calendar that would have the yard waste dates defined on it. She refused to submit a special request to have the yard waste picked up prior to 4-8. She refused to escalate the call to a supervisor. her only method of resolving the issue was to send me a calendar.

This entire experience of the WM yard waste pick up date error has been nothing but frustrating. WM made the error with publishing an incorrect yard waste day. the request to a special pick up day for yard waste being denied but no one told me, the customer. The 4-1 call with Angelica WM was the most frustrating call of all. The first call that I made on 3-19 was with a man who was very polite and tried to assist me by requesting to have a special pick up for yard waste. He was very polite, listened to the issue and worked with me to provide a solution to the problem.

The call made on 3-22 was frustrating based on learning the mistakes that were made by WM. but the woman was polite and worked with me to resolve the issue.

The call that I placed today 4-1 was noting but frustrating. Angelica had no interest in listening to what I was calling about and why I was calling. I explained to her the errors that were made by WM. She was condescending to me when she offered a calendar to me as the only option. With the first two calls that I made on 3-19 and 3-22 both were frustrating based on the errors made by WM, but the customer service that I received was very good. Both customer service reps identified a way to help to resolve the situation.

The call that I made today 4-1 speaking to Angelica was nothing, but frustrating. Each of the three calls that I made to WM were due to errors made by WM. The only difference is that with the calls made on 3-19 and 3-22 involved two customer service reps who provided quality service and understood why the situation that I experienced was frustrating.

The call that I made today, 4-1 to report another error made my WM was nothing but frustrating. I called WM three times in two weeks about errors made by WM. It was very clear to me that Angelica had no intention to resolve the issue. At this point, I have no faith in WM being able to accurately communicate when the yard waste will be picked up.

All I asked for was to have my 13 trash cans full of yard waste picked up today 4-1 which is what I was told is the correct yard waste pick up day during the 3-22 call to WM and based on what I represented in the WM applicationwebsite. I am out of trash cans. And the proposed option of having me wait another week for this to be picked up due to WM communicating an incorrect date is not acceptable. I am requesting that this yard waste be picked up 4-2.

Thank you.

I made the mistake of trusting Waste Management. I don't get paper bills, I pay online automatically from my account. I got a text saying my bill for three months was $232 one of my neighbors said they pay $60.00 every quarter. I called because I looked back and noticed I paid approximately $844 last year. $600 more than I should have. They basically said if you don't check your bill and call in, we are going to screw you, and when you finally catch it and call we will lower it but not compensate you for the over charge we snuck into your bill. I am fuming over this abuse of a long time trusting customer. Plus they hung up on me when I told them I wanted to be compensated and would get in touch with the BBB.

My Next-door neighbors have sewage running in my back yard and it has been like this for a couple of years now I can't stand the smell And I have been telling them about this for a year and still nothing has been done about it my address is 977 Highway 6 W. Oxford, MS 38655 it is coming from apartments right behind my address my name is Ben Mcphail my number is [protected] thanks

i will attached several photos if the incident and some from when i arrived arrived home and the next day, On March 9, 2021 i have waste management spick up a bulk pick up (4 items) i had 2 mattress that had to be put on plastic for some reason one came on had fallen of and driver refused to take due to no plastic, so he left it behind and put against an empty trash can, a smart per son would know that this mattress would not STAY leaning on an EMPTY Trash can and fell over on to my mail box damaging. I have left several messages and many apology's but no resolution. All i need is to get my mail box t be replaced. I have been going to to post office every day to pick my mail ever since incident due to my damaged mail bix.

Waste Management charges almost twice what other companies charge for the same service and they hold you hostage with their over double canister pick up fee if you cancel. I was told my bill would remain the same if I kept the service only to find out that my bill went up by 10.00 and I was told I was not eligible for a price reduction? What a rip off! Buyer beware don't go with this company. I have spread the word in my community and everyone is going with RAD.

Today, I contacted Waste Management to cancel our service as of the contract date of 9/1/21. I spoke with Brandon in the retention department. I explained that I did not want our contract (customer ID: [protected]) to renew in September and asked where I needed to send my written cancellation. After he tried to talk me into not cancelling and I insisted that was what I was going to do, he said he would take care of it with this phone call. I asked if there wasn't something else I should do because the contract said the cancellation should be in writing. He said "no, this phone call is enough and the call is recorded". Then he said that we will have to pay a fee of $185 for removal of the dumpster. I don't think we should have to pay this fee. Waste Management has talked me into contracts for years that they always have had a reason for upping the price on, now this.

Due to the pandemic, I was short on funds so my bills kept piling up. I called waste to see what we could do. They agreed to waive the $50 reconnect fee if I agreed to pay off the remaining balance. I borrowed money from my father n law I order to do so as I was promised by the rep that my trash would be picked up today. Well when I called today, they said they couldn't get anyone out to pick it up, and I will have to wait another week. The services were never restored, and the fee was not waived. I Will be shopping around for a new trash company as this is unacceptable. My garage smells from the trash pile up and waste is not doing what they promise.

Dennis Nelson 12 Alcazar Lane, Orondo, Wa. 98843. I have a home in a small community of 6 homes in which 3 have garbage service. Of the 3 we are the only year round resident. For safety purposes in the winter months we are expected to pull totes to adjoining road which is approximately 750 ft. My garbage has been picked up 3 times which I'll do my best to explain. I have videoed the days not picked up, the most recent was Feb 25th. The day was dry and sunny and in the low 50's, no safety concerns whatsoever. Our road to my house is fairly flat with a slight decline, nothing that would be considered remotely close to a safety issue in the winter months. When I complained about the service the local Waste Management blew me off. I understand the safety aspect but this road is nothing especially when you compare it to other roads in the area that are being serviced. The driver is either under trained, lacks experience, has no common sense or all the above. Hearing I'm sorry for your experience and you can double up for next pick up is in my opinion blowing me off. They could send a supervisor out and talk to me and explain the safety concern which Ibelieve is invalid

I live in Sparks Nevada.
I was notified that I had disposed of material in my recycle can that was not supposed to be in there.
I am absolutely certain that the photo taken was not of my can. I had only cardboard and magazines in my recycle on that pickup day.
My can is right next to my neighbor's so that may have been the issue. I don't know how the cans are identified properly.
In any case I resent being sent my first warning when it wasn't my fault. You need to figure out a better way before you blame and possibly fine someone for something they haven't done.

I was a loyal customer for 10 years paying my $138 a quarter when I started having problems with recycling not being picked up I started checking out other suppliers to find out that a local service was only $45 a quarter! When I called Waste Management to cancel they asked if I wanted to be transferred to the department that could price match for my area. Whaaat? You should know the local rates and be fair and competitive. This is nothing more than taking advantage of people who you can. This is so unethical I will never recommend this company. Then you have the audacity to charge me to pick up my containers. You've made something close to $4000 in excess charges over 10 years and you want another $75 to take your containers back? I will be an advocate to inform anyone I meet to be aware of your practices. Unscrupulous.

On Nov 6th 2020 we cancelled our waste management account due to being charged fees for inactivity or for our rep messing up our pick up days. All charges were to be handled and we were to just pay our normal bill... Well we did that and they started charging us late fees on the charges they were supposed to remove on 1/22/2021 on rep James Leirer sent us an email stating we owed $489.13 and that he got $233.00 credited off by his manager the total remaining due to close our account was $256.13 we paid this 1/25/2021 and everything should have be finished... Nope then we get a letter threatening to send us to collections if we do not pay more money. Today James emailed again stating that we owe an additional $40.51 which he stated was 90 day old we cancelled our account more than 90 days ago. I requested a manager number and was informed a manager would be calling me. I have not heard from one as of yet.

Fri feb 5th 2021 concerned about pickup called agent said driver hadn't logged in yet for the day she didn't know why told me our trash wouldn't be pick up that day nor week. Not helpful at all. Same day received call from different agent left message on machine stating no service this week may have complications about next week. Our account is long term client, understanding on weather and road conditions, politeness, and abide by waste management guide lines. And yes just want to be clear, no refund our account back to family plain paying once a year. Specific resolution would be half the cost for next year or remainder of 202 funds redeemed by waste management. The trash was not picked up for the entire month of dec now two in feb I feel the polite thing to do. Thank goodness we are loyal customers. It is getting to be hard to be polite about your company, and loyal to your clients, by having good dependable drivers. Thank you

Gayla bowermaster loyal customer

Incidents reported to my account from neighboring photos and video, WM will not admit to the flaws. Even the drivers who say they have no authority over the cameras in the trucks they drive, to the regional mgr of WM who has to pen white house numbers on the cans because the serial numbers imprinted on the cans are not used, to saying not able to remove from online account, no case numbers assigned with repeated emails, phone calls, as well as in person visits with verbal responses that Im not charged but wont give me a written response, clearly shows intent in my opinion to hurt our poor community with fees and fines that distort the fact you rolled out the camera system with one way accountability. Ok for thee but not for me. You have distorted the facts to the Franchise agreements in my opinion and if not resolved to fix this, I will take it to City Councils of every city in your service and show the photos and the evidence. I proved my case to the Regional and to WM since Jan 5th. Even Texas WM saw the error from the photos to the address but no call or email yet only verbal.