Waste Management

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 request a FULL refund for the month of March.  The amount you gave only include garbage fee, not recycling, taxes and state fees that go along with the monthly base rate.  I do not appreciate being fleeced and made to still spay for your taxes and miscellaneous fees.  The issues of removing you cans from my property was also not address.  I want WM garbage and recycling containers removed/picked up promptly!  Also not address was termination of service with a $0 balance.  I expect Waste Manage to formally close my account reflecting a $0 balance.  In review, again,1. Close my account2. Show a $0 balance as I have requested termination numerous times with no avail.  I refuse to may for continued service I have asked to stop several times.3. I want your containers picked up promptly.4.  FULL refund for month of March including fees and taxes.
Regards,[redacted]

April 20, 2016
 
John [redacted]
[redacted]
 
Revdex.com Complaint# [redacted]
 
John [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 [email protected] <mailto:[email protected]>  or by phone at [redacted]
Very Respectfully,
Nancy [redacted]
WM Cares Corporate

January 10, 2017
 
Re: Revdex.com Complaint # 11924941
Waste Management Account #286-66899 
 
Hello Ryan,
I apologize that you experienced issues with your billing and appreciate the opportunity address your concerns. 
In June 2016, Account manager Jeff [redacted]...

spoke to Joe regarding current contract terms.  He also advised that the issue with the missing container at Wayne Court Apartments was resolved and container was delivered on June 16, 2016.  Jeff will reach out to you to set up a meeting to discuss your concerns further. 
On May 11, 2016, Account Manager Justin [redacted] spoke to Joe regarding a cancellation request for Wayne Court Apartments, Carrick, Charlotte Apartments and Detroit Central City Property.  At that time, he advised that all of the accounts are still in a contracted Agreement and offered to work with him on the costs of services, but Joe was not interested.  On January 9, 2017, certified letters of your options and copies of current Sales Agreements have been mailed, and attached to this response.
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

July 20, 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 the delivery of the dumpster and appreciate the opportunity to address your concerns.
After researching our internal records, a credit for $114.20 was issued back to your credit card for the late delivery. Please allow 3-5 business days for the reversal to appear on your credit card statement. 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]
 
Cordially,
Nancy G[redacted]
WM cares-Corporate Office

April 4, 2017
 
Revdex.com case [redacted]
Re: Waste Management Account# [redacted]
 
Hello Tye,
I apologize that you experienced issues with your service, 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 began service with Waste Management on February 28, 2017. Your trash is serviced on Monday and Thursday, and our driver is noting your account that your container is not out for service.
Please place your container out at the curb from 6 am. to 6 p. m., to ensure our driver services. Please place your container out at the curb from 6 a.m. to 6 p.m. to ensure service. In addition, our agent, Jeanne confirmed she spoke to Tara, and explain the process. Jeanne will continue to monitor your account for the next month to ensure we service. 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 reach me at 713-512-6200 option 3.
Very Respectfully,
Nancy G[redacted]
Customer Experience Agent- WM Cares

June 21, 2016
 
[redacted] [redacted]
[redacted]
 
Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
[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 [email protected] or by phone at 713-512-6200 option *.
Very Respectfully,
Nancy [redacted]
Waste Management Corporate - WM Cares

July 26, 2016
                     
[redacted]
[redacted]
[redacted]
 
Revdex.com Complaint# [redacted]
Re: 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 [email protected] or by phone at 713-512-6200 option *.
Very Respectfully,
Nancy [redacted]
Waste Management Corporate - WM Cares

October 28, 2015
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted]
I read your rejection response; can you please provide details to why you are not satisfied with the resolution? 
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

March 13, 2017
 
Revdex.com case#[redacted]
Re: Waste Management Account# [redacted]
 
Hello **,
I apologize that you experienced issues with your service and appreciate the opportunity to correct the situation. 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.
Upon reviewing your account, we have no reported misses, or complaints regarding the placement of your container.  The last reported incident was on January 31, 2017. At this time, no credits are due on the account and your past due balance as of January 1, 2017, is $438.87. I will continue to follow up with you for the next month to ensure that going forward the collection is completed as a backyard service. 
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

May 5, 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 service and appreciate the opportunity to address the problem.
Please accept our apologies for the frustration caused by this situation; our operations confirmed our driver removed the cart yesterday.
If you have questions or comments regarding this matter, please feel free to discuss it with me at [redacted].
 
Cordially,
Nancy Giblin

July 28, 2017
 
Re: Revdex.com Complaint [redacted]
Waste Management Account [redacted]  
 
Hello Christina,
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 prevent this experience from occurring in the future.
After researching our internal records, you called on June 15, 2017, and requested a switch out for June 16, 2017, due to having rented equipment to complete your project. As our delivery times, cannot be guaranteed due to driver availability, this was rescheduled. Our operations, called on June 16, 2017, and left a voicemail at 5:23 p.m., stating we could not complete the switch out due to a carryover, and we will return on Monday June 19, 2017.  As we value you as a customer, we issued a credit of $100.00 to your account for the inconvenience. At this time, no further credits are due on the account. Again, 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 at [redacted]
Very Respectfully,
Nancy [redacted]
Customer Experience Agent- WM Cares

January 15, 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 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]
Cordially,
Nancy G[redacted]
WM cares-Corporate Office

February 27, 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 the problem.
RoseMary confirmed, she submitted a reversal for $120.56 back to your [redacted] card. Please allow 3-5 business days for the reversal to appear in your credit card 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 [redacted] or by phone at [redacted].
Cordially,
Nancy G[redacted]

July 22, 2016
 
Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
Dear Mr. [redacted],
Please reach out to [redacted] for your refund [redacted], as we are not affiliated with them. Again, please provide us a copy of the receipt showing you purchased the container, as we do not sell our containers and I would be more than happy to look in to this further.
Very Respectfully,
Nancy G[redacted]
Waste Management Corporate - WM Cares

July 18, 2016
                     
[redacted]
[redacted]
[redacted]
 
Revdex.com Complaint# [redacted]
Re: 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 [email protected] or by phone at 713-512-6200 option *.
Very Respectfully,
Nancy [redacted]
Waste Management Corporate - WM Cares

September 13, 2016
 
Revdex.com Complaint#[redacted]
Waste Management Account# [redacted]
 
Hello [redacted],
It was a pleasure speaking to you today; thank you for confirming we serviced your trash yesterday. I will continue to monitor your account for the next few weeks to ensure your trash is not missed. 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 4, 2016
[redacted]i
[redacted] 19020
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.    
Oscar confirmed he spoke to you today; your service issue was resolved. 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 3.
Cordially,
Nancy G[redacted]
WM Cares-Corporate Office

July 27, 2017
 
Revdex.com case # [redacted]
Re: Waste Management Account# [redacted]
 
Hello Mr. [redacted],
I apologize that you experienced issues with your pickup schedule, 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.
I can understand wanting to know when there are any service changes or delays. Typically, if there is a holiday delay in your area, we will service the following day. If you would like to, you can log into your account on our website WWW.WM.COM, under the “view services” tab, you will find the date of your next pickup. We attempted to reach you at 843-437-3311 to explain our process and we were unsuccessful. 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 reach me at 713-512-6200 option 3.
Very Respectfully,
Nancy [redacted]
Customer Experience Agent- WM Cares

June 11, 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 [redacted] option *.
 
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.]
Regards,
 There's nothing to "resolve" at this point. My trash can was picked up, after three weeks, about 8 phone calls, and a Revdex.com complaint. I found another trash removal service. Waste Management lost me as a customer at home and our business account as soon as that contract is up. Therefore, there is nothing really to resolve, except I guess that technically I should get a refund of the money we paid that were told covered July/August/September, only for them to change their mind once they took the money. However, I don't expect to see that, because that would require your employees to be honest about what was said to us, and based on your response, your employees have not been honest with you about this situation. I rejected your response, because it contains factually incorrect information. By the time we spoke to Jody, we had already paid what we were told was six months of service (which later they decided was three months of service plus a reinstatement fee instead of what we were told when we paid). When we spoke to Jody the first time (out of 4-5 phone conversations every business day for about a week), it was after the second week our trash was not picked up. At that point, we had paid and we had been told our trash would be picked up that Wednesday, which was our regular pickup day. We called Jody that evening. She was in agreement that our trash should have been picked up, and she said she would dispatch someone the following day as a "courtesy" pickup. They did not come the following day. However, that did not stop Jody from calling to tell us that they had picked up. When we told her that it was still sitting at our curb, she decided to actually read the notes, and saw that the driver claimed he couldn't locate the large green trash can with five bags outside of it sitting on the curb of the only house on our [redacted] to still use Waste Management. This was a lie. I did not work that day and I was in the living room, where I would have seen and heard a trash truck, as we get very little traffic here. So Jody apologized and told us they would seriously most definitely absolutely be out Friday, because it was going to be "escalated" to operations.They did not come Friday either. At about 6pm, Jody called again, asking if they came. We told her they did not. She said not to worry, that they still run that late on Fridays, so they probably just hadn't gotten to us yet. She called on Monday again, and this time she was still pretending like they were going to come and pick it up, but not to worry, because even if they didn't make it out on Tuesday, they were scheduled to be there Wednesday for our regular pickup day, even though they'd been scheduled for the previous Wednesday and never came. So the real story was, we got strung along for an entire week, with Jody calling us literally every day to give us a new excuse for why they hadn't gotten our trash, and to tell us they would be out the following day. Meanwhile, she still hadn't managed to explain why we were told we were paying for 6 months of service, only for them to say "Just kidding, you still owe us $82" after we paid. On the last call with Jody, when she attempted to placate us with a $50 credit toward a balance that we didn't owe, we told her to kindly keep it, as well as our can, because we were done with Waste Management. We literally had a Waste Management employee call us and lie to us almost every day for an entire week. From your response, I don't feel you understand this. This was not simply a matter of us not paying our bill and not getting our trash picked up for a week. We paid, our trash still didn't get picked up on the next pickup day, we were lied to about what we were paying for, and then we had an employee from corporate call and lie to us every day. If any followup is going to be another cavalier dismissal of my account, please save both of us the time and we can tell our friends that Waste Management likes to  [redacted] with and lie to customers, and you can tell your friends that we don't remember to pay our trash bill every three months when we don't get an invoice, so both of our groups of friends can think the other party [redacted] and that will just be that.