Waste Management

December 22, 2015
[redacted]
[redacted] IA [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 billing and appreciate the opportunity to address your concerns.    
Jeff confirmed he has been in communication with you regarding your payment research. 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

January 13, 2015
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
[redacted],
In regards to your last response, your new account is showing a credit of $17.93.  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 [redacted]

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 is NOT an acceptable response.  You resending me the same statement does not resolve the matter.  You did overcharge me.  You cannot keep charging me for a service that I did not want.  I repeatedly told you that I wanted a reduction in services.  Just in case you don't keep records you can find the emails of the original request WITH the confirmation from my end and the two follow up emails I sent to you. 
Regards,

August 3, 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

August 24, 2016
 
Revdex.com Case# [redacted]
Waste Management Account# [redacted]
 
Hi Rachel,
I wanted to take this opportunity to most importantly, apologize for your recent service experience. We take these concerns very seriously and will immediately take action to...

correct them.
After researching our internal records, your account balance is zero. 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,
Nancy [redacted]
Customer Experience Agent - WM Cares

January 14, 2015
[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 refund and appreciate the opportunity to address the problem.
Upon review of your account, your payment of $241.27 was reversed back to your card ending in [redacted] on 1/9/2015 confirmation #[redacted]. 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]

June 7, 2016
 
Re: Revdex.com Complaint# [redacted]
Waste Management#[redacted]
 
Dear [redacted]
Per your request, your account is cancelled effective 6/1/2016; your balance is zero.  Should you have questions or concerns regarding this matter, please feel free to discuss it with me at [email protected] [redacted]
 
Very Respectfully,
Nancy G[redacted]
WM Cares Corporate

January 13, 2015
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted],         
 
In regards to your last response, Route Manager [redacted] confirmed, he explained why our driver did not service your home. He stated your account was setup in our system incorrect; that you understood and were happy with his explanation. Per the two emails you sent online, I researched and cannot find. Would you please forward your confirmation emails to the email below so I can research; find out why you did not receive a response.
 
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]

[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.  
The response is satisfactory for now. Hopefully this issue is finally resolved.It's a shame my complaint's and concerns were not addressed until I calledthe Revdex.com for their help. With the help of [redacted] and the other customer service managermaybe my needs will be meet moving forward. Regards, [redacted]

March 3, 2017
 
Revdex.com case#[redacted]
Re: Waste Management Account# 954-62737
 
Hello [redacted],
I apologize that you experienced issues with your request to cancel, and appreciate the opportunity address your concerns.
Upon reviewing your account, Derek confirmed he spoke...

to multiple times, trying to propose a new rate. You declined and requested to cancel your service. 
[redacted] signed a Service Agreement ("Agreement") with Waste Management which took effect on January 1, 2012, for thirty-six (36) months. Pursuant to Section 2 of the Agreement, the initial term of the agreement is for thirty-six (36) months and Agreement automatically renews for an additional thirty- six (36) renewal term. If [redacted] does not notify Waste Management in a written notice of termination at least (90) days, but not more than one hundred eighty (180) days, per Section 2 of the termination of the then-existing term. Please see attached Service Agreement.
[redacted] failed to give Waste Management notice of termination within Section 2's allotted time-period. Therefore, the Agreement automatically renewed for an additional 36-months ending December 31, 2017.
[redacted] can still elect to cancel the Agreement; per Section 7 of the Agreement, and will contractually owe liquidated damages for early termination.
If [redacted] would like to continue with the cancellation, please email Account Manager Derek M[redacted] at d[redacted]@wm.com or call 508-549-5603.
Very Respectfully,
Nancy G[redacted]
Waste Management Corporate - 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 10944663, and find that this resolution would be satisfactory to me.

March 24, 2016
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
Dear Mr. [redacted],
Thank you for taking time today to discuss your billing issue. Per your conversation with Manuela, an adjustment applied to your account leaving a balance of $400.00. Please accept our apologies for the frustration caused by this situation.
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 *.
Cordially,
Nancy [redacted]
WM Cares-Corporate Office

March 23, 2016
 
[redacted]
 
Re: Revdex.com Complaint#[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].
Respectfully,
Nancy G[redacted]
Waste Management Corporate

November 11, 2014
 
[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 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,
[redacted]
WM cares-Corporate Office

February 13, 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 cancellation request and appreciate the opportunity to address the problem.
It was a pleasure speaking with you today; per our telephone conversation, your account canceled effective 2/1/15; the balance is zero. The container removal is scheduled for 2/16/2015; please allow 5-business days for the removal.  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]
WM cares-Corporate Office

March 17, 2017
 
Revdex.com case#[redacted]
Re: Waste Management Account# [redacted]
 
Hello Mr. Powell,
In response to your last comment, our hours of operations are 6 a.m. to 6 p.m., and we cannot guarantee, a specific time of service. Because you are a valued customer, I issued a week of credit to your account. Again, please accept our apologies for any frustration this may have caused.
Very Respectfully,
Nancy [redacted]
Customer Experience Agent- WM Cares

I had been a long time customer since 2005 and finally decided to cancel my service early July after an increase in their rates every year. I was told over the phone that my container would be picked up on the next scheduled pick-up day, which was the 9th. The person on the phone said it would be picked up on the 7/9. The container has been in front of my house ever since and it is now 9/8. I have called either weekly or bi-weekly requesting that the container be picked up. They keep saying it will be picked up the next scheduled pick-up. I received a bill today for the same can that they refuse to pick up. I called again. They stated their notes say that the drivers have made numerous attempts to pick up the can and it is never out. I told the person that the drivers are lying and that the can has been in front of my house since I cancelled, early July. They stated that a ticket has been submitted for can pick-up and that it will take 7-10 business days for the pick-up.

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,
 We called twice prior to a call on 6/3 and were told that we could cancel out of the contract (which is my whole point in filing the complaint) without having to pay anything additional as long as we called by 6/3 the day before our trash pickup.  We were told to call the day before because we needed to ask to have the bin picked up. When I called on 6/3 and tried to explain this to your reps. I was told the employee who told us we needed to cancel because you couldn't match what the new vendor would no longer works for you and they don't care what we were told. We want what that rep offered period. I was treated incredibly badly by your reps, I have several witnesses who heard them talking over me, telling me that they didn't care what we were told that rep no longer works for you so we have to use your service. It is deplorable and we would not want to do business with a company who treats it's customers with such a lack of humanity let alone respect. It is not our problem your reps lack the proper training to guide us back to the contract. The rep simply told us that we should cancel the service, that we could cancel the service without facing any penalty. We called back after that call to make sure we could still keep the service going as we were moving a week later than planned. We set up the cancelation with the rep who I guess no longer works for you.  Again, it's nothing personal it's that we were offered the ability to cancel clean out of the contract and that is all we are trying to do. We would have considered staying with you until the day I called and was treated so rudely.  Regards, Cristal M C[redacted]

June 30, 2015
 
[redacted]
[redacted]
[redacted], [redacted]
 
Re: Better Business Bure*u Compl*int# [redacted]
WM *ccount# [redacted]
 
[redacted],
The Better Business Bure*u h*s cont*cted us to let us know *bout the compl*int you filed *g*inst W*ste M*n*gement. I *pologize th*t you experienced issues with your service *nd *ppreci*te the opportunity to *ddress the concern.
*fter rese*rching our intern*l records, * credit for two-weeks *pplied to your *ccount for service f*ilure. Ple*se *ccept our *pologies for the frustr*tion c*used by this situ*tion.
If you h*ve questions or comments reg*rding this m*tter, ple*se feel free to discuss it with me *t wmc*[email protected] or by phone *t 713-512-6200 option 3.
 
Cordi*lly,
N*ncy G[redacted]

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.  
Business has not issued me a refund.
Regards,