Waste Management [WM] review: Non full disclosure and unfair consumer business practice

Good morning, I am writing because for 2 weeks I have been trying to discuss your recent billing with WM and It has not been possible and neither have we received a proper response.

Your collection system in place demands that we pay, while doing so establishes agreement with the terms.

And even though I asked for the container you placed in the property to be removed; WM has refused to do so until paid.

We consider the above to be inconsiderate, unfair business practices, and we would like to think it is an oversight and not intentional on WM’s part.

Since I last received a PAST DUE bill on 11/8/2023 without any previous invoice indicating we owed an amount, I have been trying to resolve charges to my account with our assigned representative Trenisha Smith and with Michelle in the customer service department, who mentioned I should have been referred to the contractor’s department when opening my account, after several attempts, I have requested to communicate with a manager through Ms. Smith and the customer service department. None has been possible.

As per the representatives the dumpster is supposed to be moved every two weeks, otherwise it incurs inactivity fees.

I was not properly explained the expected charges. I never received information of the costs (inactivity fees, administrative charges, and other junk fees). I was not asked how long our project would last and we were never referred to the contractor’s department for a business account.

I had pre-paid for the service and assumed I would receive bills as service was solicited for pulling the container away. As is customary with any other service business.

This is our timeline:

8/16/2023: We ordered a dumpster. Initial; payment of $787.32 was made.

8/22/2023: Dumpster was delivered.

9/22/2023: Pickup / return was ordered. Payment of 354.46 was made.

In October while checking our account online, I noticed many charges and started calling customer service without being able to communicate, I also tried chatting online and I was later contacted by the collections department. I explained the situation and they explained the only one that could review and take care of those charges would be Trenisha Smith. They sent me an email with her contact information.

11/8/2023: A Past due email received for 4,181.83 we disagree with this amount.

11/10/2023: email exchange between Trenisha Smith, where she asks how long we indicated the project would last, where I replied I was not asked this before. Ms. Smith admitted she didn’t mention this fee when it is a small project. Ms. Smith would investigate it and get back to me.

11/11/2023: Wrote follow-up indicating I had not discussed with WM the length of the project nor other issues,

11/15/2023: Wrote again to Ms. Smith because I had not heard back.

11/20/2023: Wrote again to insist that issue had not been resolved. Also, to notify that container had not been removed yet.

11/21/2023: Ms. Smith replied my email indicating that the charges had been disclosed. I asked for recording or transcript thereof. Once again requested container to be removed from the property.

11/21/2023: Ms. Smith agreed to waive the last inactivity fees of 833.89 upon payment. But refused to provide transcript.

Between 11/21 and 11/23: I emailed Ms. Smith several times and asked to refer my case to a supervisor, inquired about contact information to a manager, also called in and spoke to Andy, who took my information down and said a manager would contact me on Wednesday 11/23 before the end of the day.

11/25/2023: Called in and spoke to Sydney, she referred me to this general email. [protected]@wm.com

11/26/2023: Sent email.

We are not enrolled in paperless billing; we did not enroll in autopay. We did not have a record of any kind of agreement between us. I hope you can investigate this and make a final determination. And have the container removed.