Waste Management

[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.]
Please close this complaint as the recycle bin container arrived and Waste Management also emailed to confirm it's arrival.  Issue resolved, thank you. 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.

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.  
Waste Management has indicated there was no error, that in fact their auto-billing system is somehow separate from their customer account system. On the face of it that makes no sense, a statement the Waste Management employee I spoke with last week agreed with. What is Waste Management billing against if there is no active account? If a customer has taken the necessary steps to close his/her/their account (which we did), then the burden should fall to the service provider to make sure the customer is not charged for services they are no longer receiving. To let that responsibility fall to the customer is unreasonable and perhaps predatory - maybe the hope is that former clients will not notice the billing is continuing since it's handled by a separate system. In any event, our next step will be to contact our local media outlets as the public needs to be made aware of this bizarre practice on the part of Waste Management. Regards,
[redacted]

August 15, 2016
 
 
[redacted]
 
Revdex.com File# [redacted]
Waste Management Account# [redacted]
 
Dear Mr. [redacted],
 
I am referencing the above-mentioned Revdex.com complaint you filed...

against Waste Management. I apologize for your customer experience and appreciate the opportunity to address your concerns.
 
We are in the process of reviewing your account and we 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 [email protected] or by phone at 713-512-6200 option *.
 
 
Very Respectfully,
Victoria
WM Cares Corporate
[email protected]

December 22, 2015
[redacted]
[redacted]
Re: Revdex.com Complaint# [redacted]
WM Account# [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 G[redacted]
WM Cares-Corporate Office

July 20, 2015
 
[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 billing and appreciate the opportunity to address your concerns.
Upon reviewing your account, it closed effective 12/08/2014 and your final invoice was $242.87. The breakdown of the charges are the removal charge of $150.00 plus fuel/environmental and local/state tax; the proration of service from 12/1 – 12/8. Waste Management received a payment of $150.00 on 01/08/2015 leaving a balance of $90.53. However you have not made any other payments, therefore every month there is an outstanding balance you are invoiced late charges. 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 [email protected] or by phone at 713-512-6200 [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.  This response is the same, non-specific response I've been getting over the phone. It resolves nothing.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

November 24, 2015
 
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted]
The Revdex.com 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 address your concerns.
[redacted] confirmed she attempted to reach you at [redacted] and was unsuccessful. Please provide the best telephone number you can be reached so that we can resolve you’re billing complaint. 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 [email protected] [redacted]
 
Cordially,
Nancy G[redacted]
WM Cares-Corporate Office

[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 accept the business response, having spoken with the SR. Management for account. Case can be closed   
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.

August 12, 2015
 
[redacted]
[redacted].
[redacted]
 
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

September 29, 2015
 
[redacted]
[redacted]
 
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] [redacted]
 
Cordially,
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.  
[Provide details of why you are not satisfied with this resolution.]  A\The invoice is for $221.91.  Not $150.00.  When you called me you said all the extra charges had been removed and all I owed was $150.00.  I said I was waiting for a final invoice for $150.00 like you said, not $221.91.   R. Lillian Snider
Regards,

August 8, 2016
 
Rebecca [redacted]
 
Revdex.com Complaint# [redacted]
Re: Waste Management Account# [redacted]
 
Rebecca [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 [email protected] or by phone at 713-512-6200 option 3.
Very Respectfully,
Nancy [redacted]
Waste Management Corporate - WM Cares

January 20, 2016
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint# [redacted]
WM Account#[redacted]
Dear Ms. [redacted],
Thank you for contacting Waste Management. We understand your frustration and are sorry to hear that you experienced billing issues. We appreciate the opportunity to address your concerns.
After researching our internal records, I issued a credit for the reactivation charge and the two NSF charges bringing your balance to zero and your account canceled effective January 5, 2015. In addition, operations confirmed our driver removed the container. 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 [email protected] or by phone at 713-512-6200 option *.
Cordially,
Nancy [redacted]
WM Cares-Corporate Office

May 30, 2017
 
 
Re: Revdex.com Complaint # [redacted]
  Waste Management Account # [redacted]
 
Dear Ms. [redacted]
 
Thank you for bringing your billing concerns to our attention, I apologize for the frustration having to write to the Better...

Business Bureau has caused you and appreciate the opportunity to resolve your complaint.
 
We have sent multiple “Potential Service Interruption” letters to the address on your account and you are receiving service. 
 
There are notes on your account that the driver left notes advising you to place your container at curbside, and not just in the driveway, or the driver will not be able to service them.
 
As it turns out, not receiving an invoice is not a valid reason not to pay for services rendered.  If you are unable to pay the full amount that is required to avoid further collections, you have the option of a payment plan.
 
If you have any additional questions or comments or if I may be of further assistance, you may reach me at 713-512-6200 option 3.
 
Very Respectfully,
Victoria H[redacted]
WM Cares Corporate
[email protected]
         
Waste Management
[redacted]
[redacted]
713-512-6200

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.  I responded to the email address provided in the Waste Management response.  They told me it would take 6-8 weeks to receive the refund check and I find this unacceptable.  It's been over 4 months since this began so by the time I receive this check it will be over 6 months!  This company never ceases to amaze me.  I told them I would not close this case until I actually received the check from them.  I also provided them with my P.O. Box because I will no longer be at the street address they show on my account in 6-8 weeks when the check arrives.
[Provide details of why you are not satisfied with this resolution.]
Regards,[redacted]

March 10, 2017
 
Re: Revdex.com Complaint # [redacted]
Waste Management Account #[redacted]
 
Hello [redacted],
I apologize that you experienced issues with your billing and appreciate the opportunity address your concerns. 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, I issued an adjustment for $54.63, leaving a zero balance on your account. Thank you for bringing this to our attention, and please accept our apologies for the frustration caused by this situation.
Should you have additional questions or concerns or if I may be of further assistance, you may reach me at 713-512-6200 option 3.
 
Very Respectfully,
Nancy [redacted]
Customer Experience Agent- WM Cares

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.  I would like to thank Waste Management Corporate Team for making Jason correct what his route employees did, even if he advised previously that he would not replace the container.  I whole heartily appreciate the replacement and I am grateful.  I now have a good idea about what I can and not not put out in front of the house for disposal removal.  I will make sure that I let neighbors know certain things not to put out.  To all those that read this email; HAVE A Wonderful HOLIDAY Season![redacted]

March 31, 2016
 
[redacted]
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
                                        ...⇄
Dear [redacted],
Upon review of your account, your refund check is in process. Please expect to receive your refund check the week ending April 8, 2016. Once again, please accept my deepest apology for any frustration caused by this delay.
Should you have additional questions or concerns regarding this matter, please feel free to discuss it with me at [redacted]
 
Sincerely,
Victoria H[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.   Sent: Wednesday, May 25, 2016 6:20 PM Subject: Your letter 5/20/16Dear Ms [redacted]:You are correct in saying the pre paid charges were explained during the initial call.  The totals that we ended up with is the issue I have a problem with.  Keep I'm mind, that because your company had my address wrong, I got none of the invoices you refer to. I had the dumpster for 5 days, so I am at a loss to understand how invoice [redacted] dated 3/16 has a balance of $154.  Then invoice [redacted]-0 dated 3/21 has a balance of $189.26??????.  The dumpster was picked up by 2/20/16, and was only 3/4 full with mostly paper and light items.  Please explain to me why over a month later charges keep accruing. Lastly, I am of the impression that with the help of incompetent employees, you can change your prices.  Since each one I talked to gave me a different balance due and not one of them told me a statement had been mailed or verified the address. Dispute resolution complaint teamActually, I did respond to this complaint on May 13, 2016.Below is my response.  Actually, I don't expect anything to be resolved with them.  My communication with them has been that they did nothing wrong.  It is impossible to resolve a dispute with  a company that refuses any responsibility of wrong doing.  Impossible.  I find their business practice shabby and I am insulted to have gotten involved with them.  Never again. Sincerely, [redacted]Sent from my iPad

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.  We have video proof stating otherwise on all accounts!  And the guy who followed him was the dog owner whom who's dog was hit by the  driver, NOT me following him, [redacted] was why I did not pursue driver.  Please ensure your have the facts before making a foolish assumption about myself, who IS NOT [redacted], I live at [redacted]!  This is a typical corporation tying to get out of trouble.  Ask anybody in our community, this will be communicated with the local news agency here if not resolved.  What if that was a kid that guy hit?  There's so many children in our community, and the inability for a corporation to acknowledge a NEAR MISS, and Multiple OSHA violations all on tape.  The people need to know if your not going to take proper business practices with customers getting what they pay for and a instill ment of proper courtesy for fellie human beings (and pets)
[Provide details of why you are not satisfied with this resolution.]
Regards,