Waste Management

[A default letter is provided here which indicates your acceptance of the business** 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.

July 20, 2017
 
Revdex.com case # [redacted]
Re: Waste Management Account# [redacted]
 
Hello [redacted]
I apologize that you experienced issues with receiving your containers and appreciate the opportunity to 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, you called multiple times to report you had not received your containers. We did have an operational delay which caused the delivery to be later than you were originally told. We have adjusted the bill for the weeks you did not receive pick-up, and the containers were delivered on July 18, 2017. Again, 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 [redacted]
Very Respectfully,
Nancy G[redacted]
Customer Experience Agent- WM Cares

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.  
1)  Brad stated that Sam would call about the money for the garbage can.    2) Sam did not call until Friday and the message he left did NOT include a dollar amount but merely said it would be off-set from the billWhich raises questions   (A)  what is the amount they are paying for my garbage can                                      �...⇄ (B) how does the garbage can get to the end of my driveway while waiting for the refund amount                                     ...⇄ (c) when I talked to Sam, I asked him what was the best type of garbage can to get for the extra garbage and he said the type with wheels.  The garbage can that was taken WAS the type with wheels --- will this garbage man who took my garbage can just continue to take garbage cans from my house?   I can NOT carry a round garbage can to the end of the drive way I have to HAVE the type with WHEELS                                     ...⇄ (D) how can waste management pay for my garbage can if they don't know what type of garbage can I had?     This has taken me 5 phone calls and this complaint to Revdex.com to get some action on this.     I have faithfully paid Waste Management for over 10 years at this house -- yet when there is a problem I have to wait for a response, get 1/2 responses, get told someone else will call, and don't get answersAND THE garbage collector - well he doesn't remember so I guess he will continue to take my garbage can?
Regards,

September 17, 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 apologize for our service failure; please know we are currently taking steps to correct our communication when service is not completed as scheduled. We have alerted our operations management team of your Revdex.com complaint to ensure we do not miss you in the future. As a valued customer please accept a $25.00 adjustment to your account which will appear on your next invoice.
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 160Phoenix, AZ 85023

July 12, 2016
 
Revdex.com File# [redacted]
Re: Waste Management 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 invoice and appreciate the opportunity address your concerns.
It was a pleasure speaking to you; per our conversation, your trash was recovered last week Tuesday 07/05/16 and you were serviced today 07/12/16. We have also issued an adjustment on your account for the 3-weeks you did not receive service. We will be following up with you for the next few weeks to ensure you have no further service concerns.
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

September 17, 2015
[redacted]
[redacted] Rd
Dallas, TX [redacted]
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted] AUTO CLINIQUE 
[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 [redacted] or by phone at [redacted] option 3.
 
Cordially,
Nancy G[redacted]
WM cares-Corporate Office

May 11, 2017
 
Revdex.com case # [redacted]
Re: Waste Management Account #[redacted]
 
Hello [redacted]
I apologize that you experienced issues with your container delivery, and appreciate the opportunity to 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, you called multiple times regarding the delivery of the containers. Our agents reached out to our operations requesting the delivery be completed. However, our operations team continued to change the date of the delivery without notifying you. Our agent [redacted], reached out to our operations, and your containers were delivered on May 10, 2017. 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
Customer Experience Agent- WM Cares

[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.  Waste Management HQ reviewed the case I submitted and agreed to an adjustment on my account. I appreciate them taking the time to review the case an I am satisfied with the outcome.  This has been a long process but I am comfortable with the decision.

[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.  
Once I was contacted by [redacted] all of my questions were addressed and the issue was resolved. I had been frustrated at the lack of contact but once contact was made the customer service was excellent and the resolution fit my needs. Thank you.

January 13, 2016
[redacted]
[redacted]
Re: Revdex.com Complaint# [redacted]
WM Account#[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 your concerns.
Route Manager confirmed, he did a site check and found you were using a competitor container.  Therefore, he delivered you a Waste Management container, in addition we recovered all of your trash. 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 3.
Cordially,
Nancy G[redacted]
WM Cares-Corporate Office

January 18, 2017
 
Re: Revdex.com Complaint # [redacted]
Waste Management Account #[redacted] 
 
Hello Sreekar,
I apologize that you experienced issues with your rates and appreciate the opportunity address your concerns.
On November 2, 2016, you called requesting a...

lower rate. Account Manager Trisha emailed you on offer on November 7, but the email came back undeliverable. On November 11, 2016, she called to confirm email address and advised she would resend the offer. Trisha confirmed she attempted to reach you multiple times through email and you have not responded. She sent the offer by mail on November 29, and still has not heard back from you. Please reach out to Account Manager Trisha at 1-800-458-4090 or email [email protected], if you would like to carry out the offer. 
Should you have additional questions or comments 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

July 16, 2015
 
[redacted]
 [redacted]
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted],
Revdex.com contacted us to let us know about the complaint you filed against Waste Management. I...

apologize that you experienced issues with the removal of our container and appreciate the opportunity address your concerns.
Route Manager Fred confirmed our driver removed the containers today. 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 Giblin

August 3, 2017
 
Revdex.com case # [redacted]
Re: Waste Management Account# [redacted]
 
Hello [redacted],
In response to your last comment, I apologize, I did not have any communication with you, our agent Jeanne spoke to you on July 10, 2017. She explained we do not schedule additional pickups outside of your normal service day for residential service. The driver is only in the area, on the day that you are scheduled to be serviced. If you would like for us to recover your trash, your account will need to be reactivated for a month. Again, we want to apologize for not meeting your expectations as your service provider. Thank you again, for bringing this to our attention, I forwarded your concerns to the call center supervisors for additional training and or coaching of our customer service representatives
We have a no refund policy, due to the miscommunication on our part, we honored the refund. Please refer to your invoices, as it states, you are paying for a subscription service; by paying your invoice, you agree to continue service during the specified time. If you request to cancel your service early, you forfeit your prepayment.
Very Respectfully,
Nancy [redacted]
WM Cares Corporate

First of all, whether my deed of
ownership is recorded or not is irrelevant for ownership purposes as
transfer of title is NOT dependent upon recordation.
 
Second, again, Waste Management is in
violation of their agreement with the City of Reno which per safety,
health and habitability laws obligates Waste Management to pick up
all trash. The agreement Waste Management has with the City of Reno
obligates Waste Management to do trash pick up which Waste Management
again fails to address. Again, not only did Waste Management refuse
to put my property's bill in my name as I lawfully requested, Waste
Management immediately denied me service. And, denied me service for
no lawful reason. None of the previous occupants and/or owner(s) have
a Waste Management violation justifying denial of trash pickup at
this address. I am in NO Waste Management violation justifying
denial of trash pickup at this address. Whether a tenant, or an
owner lives there, is irrelevant. Waste Management is still obliged
to provide trash pick up service. Therefore, reinstate service now.
 
Third, again, as a United States
Veteran, I already paid for a Military Discount, and I earned a Waste
Management Veterans Discount, which ungrateful Waste Management again
fails to address. A Veterans Discount is a symbol of gratitude earned
that Waste Management refuses to address let alone acknowledge, why?
 
Fourth, as a United States Veteran,
I've also earned an apology from Waste Management for causing me
unlawful and immoral damages, creating for me and my neighbors
dangerous safety, health and habitability issues, and unwarranted
distress here by Waste Management's immoral and unlawful denial of
trash pick up service. The hypocrisy of Waste Management to Support
The Troops by denying us service is so palatable, this Veteran is
choking on it. Right now, Waste Management's denial of service is
contributing to Veterans suicides, which is at a grim 22 a day, a
staggering 8,000 a year, a repugnant one every hour.
 
Fifth, whether I provide Waste
Management with my deed of ownership is irrelevant for service at
this property under the Waste Management agreement with the City of
Reno. Therefor, Waste Management is to immediately confirm in
writing that they have complied with their agreement with the City of
Reno, and immediately reinstated service.
 
Six, please provide me with a name,
title and email of who to give copy of my deed of ownership to.
 
Lastly, whether Waste Management has
copy of my deed is irrelevant to Waste Management's lawful obligation
to immediately reinstate service, and moral duty to support we
Veterans by reinstating service and having a Veterans Discount.
 
Thank you.
 
United States Army Vietnam Veteran

September 13, 2016
 
Revdex.com Complaint#[redacted]
Waste Management Account# [redacted]
 
Hello Nichole,
I wanted to take this opportunity to most importantly, apologize for your recent billing experience. We take these concerns very seriously and will...

immediately take action to correct them
Upon reviewing your account, your account balance is zero. Your payment of $145.64 was reversed back to your checking account ending in [redacted]. Please allow 7-10 business days for the reversal to appear in your ACH account. in addition, your account balance is zero.
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 Giblin
Waste Management Corporate - WM Cares

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.]
Regards,[redacted]If you observe the price quoted on the service agreement that was suppose to be for 36 months, the price was $45.75 per month.  The price you have been charging me during that time frame is 383% higher than the contract price that I agreed to.  I understand that the cost of business has increased, however, where is the contract where I agree to pay 383% more?

February 8, 2016
 
[redacted]
[redacted]
[redacted]
 
Re: 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 comments regarding this matter, please feel free to discuss it with me at [redacted] or by phone at [redacted].
 
Respectfully,
[redacted]
Waste Management Corporate

May 29, 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 refund and appreciate the opportunity to address your concern.
In reviewing your account, you called on May 04, 2015 to request to cancel due to poor service and pricing. Representative advised there were only two reported misses, one on 4/20/15 and the other on your service day 4/24/2015, which is not consider a miss. You mentioned there were other times we failed to service, however you choice not to notify us. Our representative advised without notification we cannot correct the service issues, she then offered to lower your rate and you declined; requested to continue with the cancellation.
You requested your refund; the representative explained that you paid for a subscription service; if you request to cancel early, you forfeit your prepayment. If you would like we can resume your services for the remaining period. 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 3.
 
Cordially,
Nancy G[redacted]

February 16, 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 [redacted] or by phone at 713-512-6200 option 3.
 
Cordially,
[redacted]

May 4, 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 billing and appreciate the opportunity to address the problem.
After researching our internal records, an adjustment was submitted to waive the reactivation fee leaving a zero balance on your account. 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,
[redacted]