Waste Management

Ms. [redacted],
I can assure you Waste Management is not more concerned about getting paid and charging our customers “extras”.
Having explained the fees to you in a previous response I would like to propose a solution for both of us. I issued a request for our driver to service your container tomorrow at no additional cost to you. In addition I also requested to have your container removed at no cost.
I understand you experienced customer service issues in the past and would like to apologize again for any frustration caused to you. Please call me if you have furhter questions or concerns at [redacted] option 3 or [redacted].
 
Very Respectfully,
[redacted]
WM Cares- Corporate Office

July 7, 2016
 
[redacted]
[redacted]
 
Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
[redacted],
Reference is made to the above-mentioned Revdex.com complaint you filed against Waste...

Management. 
We are in the process of reviewing our records and will provide you with a response; we appreciate your time and patience.
Should you have questions or concerns regarding this matter, please feel free to discuss it with me at [redacted]
Very Respectfully,
Nancy G[redacted]
Waste Management Corporate - WM Cares

At this time I received confirmation from our 3rd party company our containers were removed [redacted]. Your refund check is on this week’s refund list. I will send you an email at [redacted]  with the check number when I receive it.
 
If you have questions or comments regarding this matter, please feel free to discuss it with me at [redacted] or by phone at [redacted] option 3.
 
Cordially,
[redacted]
WM cares-Corporate Office

[redacted],
Reference made to the above-mentioned Revdex.com complaint you filed against Waste Management.  We would like to provide you with our response.
We are researching your account and will respond as quickly as possible.
If you have questions or comments...

regarding this matter, please feel free to discuss it with me at [redacted] or by phone at [redacted] option 3.
 
Cordially,
Nancy Giblin
WM cares-Corporate Office

August 7, 2015
[redacted]
[redacted]
Tucson, AZ 85718
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
[redacted],
Reference made to the above-mentioned Revdex.com complaint you filed against Waste Management.  We would like to...

provide you with our response.
We are in the process of reviewing our internal records and will provide resolution; we appreciate your time and patience.
If you have questions or comments regarding this matter, please feel free to discuss it with me at [email protected] or by phone at 713-512-6200 option 3.
 
Cordially,
Nancy [redacted]
WM cares-Corporate Office

January 2, 2015
 
[redacted]
[redacted]
[redacted], [redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted],    
 
The Revdex.com has contacted us to let us know about the complaint you filed against Waste Management. I apologize that you experienced issues with your service and appreciate the opportunity to address the problem.
It was a pleasure speaking with today; per our telephone conversation, you confirmed our driver serviced today. I issued a credit for a week of service; you will see it reflect on your next invoice. Please accept our apologies for the frustration caused by this situation.
If you have questions or comments regarding this matter, please feel free to discuss it with me at [redacted]  or by phone at [redacted] option **
 
Cordially,
Nancy G[redacted]

July 30, 2015
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
Hello [redacted],
In response to your last comment, please provide the best time our Route manager can come out and meet with you or the best telephone number you can be reached so that we can resolve your service complaint.  
If you have questions or comments regarding this matter, please feel free to discuss it with me at [redacted] or by phone at [redacted]
 
Cordially,
Nancy
WM Cares-Corporate Office

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Since Waste Management took over trash pick up service at my house they have failed repeatedly to pick my trash up on Thursdays. for the first several months they always completed trash pick up service on Mondays but would skip me on Thursdays. I have made weekly calls about this and also had an employee from their corporate office that would call me on Fridays to see if the service was completed. After three or four months of this they finally started to pick up my trash both days for about a month. recently they sent out a notice telling me they would now only do pick up service on Thursdays starting the week of July 3rd. the week prior to the change they didn't pick up my trash on either day and I had to call them to get it picked up on Friday. After having to talk to several employees they route manager called my wife to see if we had been picked up. I spoke with him and told him it had not and asked why after all this time this was the first time he had called us. He was very rude in his responses and said he was going to come by on Monday July 3rd to see if the issue was that his truck couldn't come down our street. He never called or contacted me to tell me if he even showed up. Again today my trash wasn't picked up. I called the corporate office and complained and feel the supervisor I spoke to will only do the minimum and that they are going to try and require that I move my trash can up on the cross street to get it picked up.I want them to pick my trash up at the end of my driveway when it is scheduled to be picked up or give me a significant discount to the service price if they are going to require I move my can onto the cross street to make it convenient for them to pick up.
Regards,

July 20, 2017 Revdex.com case # [redacted]Re: Waste Management Account# [redacted] Hello [redacted] It was a pleasure speaking you yesterday and thank you for
confirming our driver came out and replaced your container. Should you have questions or concerns regarding this...

matter,
please feel free to discuss it with me at [email protected]
or by [redacted]
 Very Respectfully,YvonneWM Cares Corporate

July 13, 2015
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
Hello [redacted],
In response to your last comment, I reviewed all the calls you made to us. On 7/3/2015 you called to report we did not service your recycle and admitted to placing cat litter and yard waste in the container. Agent Andrew advised you we could not service the container with the Cat litter and the yard waste in the container; you requested to speak to a supervisor, in process of transferring you hung up.
You called back and spoke to Representative Dominique and stated your recycle was not serviced. Agent advised you per your call earlier, you admitted to placing cat litter and yard waste in the container. Agent advised you to have driver go back and service, you would have to remove the cat litter and the yard waste from the container. You got upset and requested to cancel service and hung up. You called back for the third time to inquire when the containers would be removed; we advised you it will take up to 5 business days for container to be removed.
At that time you asked if the removal charge could be waived; were advised the only way to avoid the charge is to bring the containers to our local site.  Again the removal charge is valid.
If you have questions or comments regarding this matter, please feel free to discuss it with me at [redacted] or by phone at [redacted] option 3.
 
Cordially,
Nancy
WM Cares-Corporate Office

September 14, 2015 
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint# [redacted]
Waste Management Account# [redacted], [redacted]
Ms. [redacted],      
Reference is made to the above-mentioned Revdex.com...

complaint you filed against Waste Management. 
We are in the process of reviewing our internal records and will provide you with a response; we appreciate your time and patience.
Should you have questions or comments regarding this matter, please feel free to discuss it with me at [email protected]  or by phone at 713-512-6200 option 3.
Respectfully,
Victoria H[redacted]
Customer Experience Agent - WM Cares
         
Waste Management
2625 W. Grandview Road, Suite 160
Phoenix, AZ 85023

Revdex.com:
In addition to reaching out to Revdex.com, I also notified the city that I live in of this problem, as Waste Management has a contract with them.  The city was able to use its clout to resolve the matter.  I would be content closing this complaint unless Revdex.com feels differently.  Please let me know.  Thank you,Nick T[redacted]

July 9, 2015
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
Hello [redacted],
In response to your last comment, Account Manager Pete confirmed, we are willing to offer you a recycling container, however, we are not willing to cancel your trash service as a result. [redacted] is obligated to provide us with both services; would be in breach of contract.
The administration charge was increased, which a notification was sent to all customers in regards to this increase. In addition, by paying your invoice, you agree to the increase of the charge, which is acknowledging the increase in itself. In regards to the damage, Waste Management was never notified of such damage and would be willing to have a route manager visit the location and submit a claim to the insurance company, if in fact the damage was done by Waste Management.
If you would like to cancel the agreement that was signed by both parties, than we will move forward with the cancellation. Please understand that you will still be responsible for the full amount of the early termination charges. Please contact your Account Manager Peter [redacted] at 800- 866-[redacted] or email [redacted]   if you would like to continue with your cancellation request.
 
Cordially,
Nancy [redacted]

November 25, 2014
 
[redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted]          
 
The Revdex.com has contacted us to let us know about the complaint you filed against Waste Management. I apologize that you experienced issues with your billing and appreciate the opportunity to address the problem.
It was a pleasure speaking with today; per our telephone conversation, I confirmed your invoice due date has since been corrected. Please know we are currently taking steps to address your concerns with our representatives and use it as a coaching opportunity. Please accept our apologies for the frustration caused by this situation.
If you have questions or comments regarding this matter, please feel free to discuss it with me at [redacted] or by phone at [redacted]
 
Cordially,
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  It should really be noted though that it took an extraordinary amount of effort and really only the 7th person I talked to was able to get some resolution to this incident.  Thank you so much Revdex.com for helping out on this.  Your work is very much appreciated.  One last thing - WM really should publish in a public forum, their exact specifications for what is acceptable and what is not.  Without this information, their customers are left at the mercy of what the driver *wants* to accept.

May 19, 2017
 
Revdex.com case # [redacted]
Re: Waste Management Account# [redacted]
 
Hello [redacted]
 
I wanted to take this opportunity to, most importantly, apologize for your recent service experience. At Waste Management, we are committed to providing exceptional...

and reliable customer service and have taken the appropriate action to identify the cause and to prevent this experience from occurring in the future.
 
After researching our internal records, we understand the additional yard waste container was not delivered. [redacted] confirmed she spoke to you yesterday, and you stated it was delivered on May 17, 2017. In addition, you requested a third yard waste container be delivered. The third one is scheduled to be completed today, and [redacted] will follow up with you to ensure you receive it. Again, please accept our apologies for the frustration caused by this situation.
 
Should you have questions or concerns regarding this matter, please feel free to discuss it with me at [email protected] or by phone at 713-512-6200 option 3.
 
Very Respectfully,
Nancy G[redacted]
WM Cares Corporate

June 15, 2015
 
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted],
The Revdex.com has contacted us to let us know about the complaint you filed against Waste Management. I apologize that you experienced issues with your refund request and appreciate the opportunity to address your concerns.
Upon reviewing your account, the last reported service failure was on 10/01/2014. We received a call on 04/17/2015 and requested to cancel your service because you found cheaper rates. When asked what was offered you declined and just wanted to cancel. At that time you were advised you had paid for the quarter and would not be getting a refund.  You requested to speak to a Supervisor; were transferred to Scott, you then mentioned that the agent you spoke to on 04/01 said you would be getting a refund if you canceled service. Scott advised that he would listen to the call and get back with you.
Scott then called you back; advised there was not mention of a refund.  You asked him to call you back in 5 minutes which he attempted and it went straight to voice mail.
Your next call was on 04.20.15 to find out the status of the refund, it was confirmed that you would not be receiving a refund. You requested to speak to Scott’s manager, which she was not in at the time; you were given her direct phone number. Missy, confirmed she tried calling you and she was not successful, Missy mentioned you were both calling one another and both of you were unsuccessful.
At this time no refund is due, if you would like we can reactivate your account and cancel at the end of your paid quarter.
If you have questions or comments regarding this matter, please feel free to discuss it with me at [redacted] or by phone at [redacted] option *.
 
Cordially,
Nancy G[redacted]

February 25, 2016
 
Re: Revdex.com Complaint #[redacted]
Waste Management Account #[redacted]
 
[redacted]
Jeanne confirmed she spoke to you today and you billing issue was resolved. Please accept our apologies for the frustration caused by this situation.
Should you have additional questions or comments or if I may be of further assistance you may reach me me at [redacted] 
Respectfully,
Nancy G[redacted]
WM Cares-Corporate Office

Revdex.com:I have reviewed
the response made by the business in reference to complaint ID [redacted], and
have determined that this proposed action would not resolve my complaint.
 As I listed in my original complaint, I was never made aware that there
was a price increase, or, a "No refund policy".  I have been on the automatic
pay plan with Waste Management, they never contacted me me regarding the price
increase or the no refund policy.  This claim is supported by the attached
response from Waste Management.  The Revdex.com should be aware that the invoice Waste
Management refers to, was not mailed to us, nor were we alerted to the changes
made on the invoice.  They simply added it onto the electronic invoice with no
notice.
"Beginning May 17th, 2014 a message is presented
on your invoice which says, this invoice constitutes an offer by Waste
Management to provide service to you for a specified period. By accepting this,
you agree to continue service during the specified time. Cancellation results in
the forfeit of any prepayment unless prohibited by applicable law, regulation or
contract.”
Effective September 1st, we changed our
refund process. Since you prepaid (Nov, Dec, Jan and Feb) you are not eligible
for a refund. 
   Waste management simply made the change in
their policy without alerting the customer.  Their claim that "By accepting this, you agree to continue service during the
specified time". We never accepted
anything. I never read or responded to the invoice.  We trusted Waste Management
to slip this policy past us by relying on the automatic pay plan.  When I
contacted them they repeatedly waived their policy in my face as if it were a
signed contract or even a verbal agreement.  
  I insist that their policy is faulted and not
in the best interest of their customers.  It is clear that they have no
intention of refunding the balance of my fee using a policy that was slipped
into an invoice that I never saw or was made aware of.  We feel that Waste
Management's business practice is not "Up front".  The customer has the right to
choose if they want to accept changes in policies, etc., so they can decide on
their own if they agree..       
 I request that my complaint be allowed to stand
and remain on record with the Revdex.com so that other customers can view it when
deciding to choose a waste service.  Please, I do not want the case marked "Resolved.   Thank you[redacted]Dyer Indiana[redacted]

I apologize for our service failure and we are sorry to see you leave. In regards to your refund, we will be happy to refund you any unused portion of your annual payment.
Your account is scheduled to cancel effective [redacted] once your account is cancelled we will remove our container/s within 1-5 business days.  I will issue a request to reverse the difference back to your credit card at that time.  
If you have questions or comments regarding this matter, please feel free to discuss it with me at [redacted] or by phone at [redacted] option 3.
 
Cordially,
[redacted]
WM cares-Corporate Office