Waste Management

July 8, 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 billing and appreciate the opportunity to address your concerns.
After researching our internal records, your account is at a zero balance. As well, we have notified the collection agency of your issue and stopped collection calls. 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]

January 7, 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] option 3.
Cordially,
Nancy [redacted]
WM cares-Corporate Office

February 17, 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.
 
Upon review of your account, an adjustment for the $6.15 was issued leaving your account at a zero balance. A note was also sent to driver to only service the 6 bag limit and to note account if there are extras on site. 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 713-512-6200 option 3.
 
Cordially,
[redacted]

October 31, 2016
 
 
Waste Management Account# [redacted]
   Re: Revdex.com Complaint# [redacted]
 
Dear Mr. [redacted],
I appreciate your response and apologize for the frustration caused by this situation. If you have any further concerns/questions, please do not hesitate to contact us.
 
Very Respectfully,
Victoria [redacted]
WM Cares-Corporate Office

July 27, 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 [redacted] or by phone at [redacted] option 3.
 
Cordially,
Nancy G[redacted]
WM cares-Corporate Office

November 10, 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

June 17, 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 [redacted] or by phone at [redacted] option 3.
 
Cordially,
Nancy G[redacted]
WM cares-Corporate Office

May 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 resolve your concern.
It was a pleasure speaking with you; per our telephone conversation, I issued a reversal of $523.81 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 [redacted]

[redacted] 24, 2014
 
[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 ###-###-#### option *.
 
Cordially,
[redacted]
WM cares-Corporate Office

February 10, 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.
It was a pleasure speaking with you yesterday; per our telephone conversation, I confirmed the local call center issued a two week credit for your yard waste.  Route Manager [redacted] also confirmed he called and left you a message to return his call. If you have an alternate number you would like to be contacted please provide and I will forward to [redacted]. 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,
[redacted]

May 5, 2015
 
Jonathan Miller
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
Jonathan Miller,
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 for $41.08 was applied to your account, leaving a zero balance. As well, we have notified the collection agency of your issue and stopped collection calls. 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 Giblin

March 3, 2017
 
Re: Revdex.com Complaint # [redacted]
Waste Management Account #[redacted]
 
Hello [redacted],
I apologize that you experienced issues with your payment and appreciate the opportunity address your concerns. At Waste Management, we are committed to providing...

exceptional and reliable customer service, and the experience you received does not reflect our standards. We 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 issued a credit of $191.37, leaving a balance of $140.51 for January invoice. Thank you for bringing this to our attention, and taking the time to let us know. I forwarded your concerns to the [redacted] supervisors for additional training and or coaching of our customer service representatives. 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

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: Tuesday, March 07, 2017 8:00 PMSubject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]Hello,Here is the update to the ongoing issue.  I signed up for "backyard pickup" many months ago, on 2 properties: [redacted], both in Oakland. Service often failed, waste was not removed. I would then call and the representative would say that they will try, but can't promise. Sometimes it was removed, sometimes not. I filed a complaint with Revdex.com.org several months ago. WM representative Nancy [redacted] responded promptly. Service improved a lot. WM called every week for around 5 weeks to see that it service was fulfilled. It was. Then the calls stopped and so did service. Waste has again repeatedly not been picked up. And when it was picked up, WM often left the bins curbside, rather than returning to where they belong on the property, as the service is supposed to do.Desired Resolution / OutcomeA full refund of all backyard pickup to date is the appropriate resolution. While the service is sometimes provided, WM should compensate me for the time that the waste has been left for a week, which causes massive problems as the bins are then full, such as there is then nowhere for me to put waste product. Additionally, they should compensate for the many hours of time I've had to spend calling, being placed on hold, and repeatedly explaining the issue.Thank you,[redacted]

December 16, 2014
 
[redacted]
[redacted]
[redacted], [redacted]
 
Re: Revdex.com Complaint# [redacted]
Waste Management Account# [redacted], [redacted]
 
Ms. [redacted],   
The Revdex.com informed us about the complaint...

you filed against Waste Management. I apologize that you experienced billing issues and appreciate the opportunity to address your concern.
On 10/01/2014 Waste Management invoiced you $140.39 for service period: Oct, Nov, Dec 2014 and the invoice included a $50.00 resume fee. After multiple attempts to contact you for payment your account was suspended on 12/02/2014 for nonpayment. You made a payment for $100.00 (at no charge) on 12/09/2014 which left you a balance of $40.39. You requested your account to be cancelled effective 12/20/2014, you carry a past due balance so we would not service you one last time prior to removing your can.
You currently owe a partial amount of the resume charge for the previous billing cycle, if you would like your container serviced one additional time a new $50.00 reactivation charge will be applied to your account. The reactivation charge is necessary to cover the administrative costs associated with restarting your account in our system and adding the routes back to your account.
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,
[redacted]
WM cares-Corporate Office

November 21, 2016
 
Re: Revdex.com Complaint # [redacted]
Waste Management Account #[redacted]
Hello [redacted]
I apologize that you experienced issues with your service and appreciate the opportunity address your concerns. At Waste Management, we are committed to providing...

exceptional and reliable customer service, and the experience you received does not reflect our standards. We have taken the appropriate action to identify the cause of the error and to prevent this experience from occurring in the future.
On 8/11/2016, [redacted] called to start up service; asked that the account start on 9/1/2016. [redacted] called on 8/23/2016 to say he had not received the container and agent advised him that we did not have any in stock and to allow us two-weeks to get them delivered. On 8/25/2016, operations closed the delivery ticket as completed. On 10/04/2016, we received another call stating the container was never delivered. We then issued another delivery ticket and our operations confirmed it was delivered. Due to the service failure, we issued a credit for September and October, leaving a balance of $40.60. In addition, we ask that your container be placed out on the curb from 6 am to 6 pm.
Should you have additional questions or comments or if I may be of further assistance, you may reach me [redacted]
Very Respectfully,
Nancy G[redacted]
Customer Experience Agent- WM Cares

August 11, 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 *.
 
Cordially,
Nancy [redacted]
WM cares-Corporate Office

February 11, 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 and appreciate the opportunity to address the problem.
It was a pleasure speaking with you today; per our telephone conversation, the credit of $17.56 from account [redacted] was moved to account [redacted] leaving you a credit balance of $17.56. 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,
[redacted]

April 28, 2016
 
Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
Dear Mr. [redacted],
It was a pleasure speaking to you today; per our conversation you confirmed Route Manager Cary spoke to you and service issue was resolved. In addition, we will continue to follow up with you every week for a month to ensure we are servicing your container. 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 *.
Respectfully,
Nancy [redacted]
Customer Experience Team Lead - WM Cares

October 12, 2016
 
Revdex.com case#[redacted]
Re: Waste Management Account# [redacted]
 
[redacted]
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, the two-month credit applied to your September invoice. In addition, I issued a credit for the reactivation charge of $93.53 and issued a reversal back to your [redacted] Please allow 2-3 business days for the reversal to appear on your credit card statement.
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]
Waste Management Corporate - WM Cares

July 23, 2015
 
[redacted] A [redacted]
3719 S Grove Street
Englewood, CO 80110
Re: Revdex.com Complaint# [redacted]
 
Waste Management Account# [redacted], [redacted]
 
Mr. [redacted],     
Reference is made to the above-mentioned Better Business...

Bureau 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.
 
Victoria H[redacted]
Customer Experience Agent - WM Cares
         
Waste Management
[redacted] W. Grandview Road, Suite [redacted]
Phoenix, AZ [redacted]