Waste Management

November 6, 2014
 
[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

Revdex.com:
This letter is to inform you that Waste Management has carried out to my satisfaction the resolution it proposed for my complaint, filed on 5/19/2015 3:28:32 PM and assigned ID [redacted].  Their response was that  a refund request was submitted. I have looked at my credit card and on their website and there was NO refund submitted to me. I want this reopened and I will close it when I get my refund.
Regards,
[redacted]

June 18, 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 request to cancel and appreciate the opportunity to address your concerns.
[redacted] signed a Service Agreement (“Agreement”) with Waste Management which took effect on June 1, 2014 for twenty-four (24) months. The term runs through June 1, 2016, please see attachment.
[redacted] can still elect to cancel the Agreement; per Section 7 of the Agreement, will contractually owe liquidated damages for early termination.  Per your request your account canceled effective 06/01/2015 and the container was removed.
If you have questions or comments regarding this matter, please feel free to discuss it with your Account Manager Allison at [redacted]  or by phone at [redacted].
Cordially,
Nancy G[redacted]
WM cares-Corporate Office

May 27, 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 resolve your concern.
Route Manager Travis confirmed, he spoke to you today and 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 [redacted].
 
Cordially,
[redacted]

July 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 [email protected] or by phone at 713-512-6200 option 3.
 
Cordially,
Nancy G[redacted]
WM cares-Corporate Office

Revdex.com:
This letter is to inform you that Waste Management has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/8/4:20:PM and assigned ID [redacted]
I am requesting that file be kept OPEN until resolved
(I PREVIOUSLY SENT THIS BUT HAVE HAD NO RESPONSE FROM WASTE
MANAGEMENT SO I AM RE-SENDING IT AGAIN) DATED
Monday, July 20,
July 13,
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
[Nancy, we are clearly NOT able to resolve this
complaint. I do hope for Revdex.com intervention ASAP. My experience
was that this was clearly a 'BAIT & SWITCH" strategy utilized by Waste
Management of [redacted]. Before signing up for your service???, a WM representative
who sold me your service explained that I could put yard waste and cat litter
in either container -- I asked her several times, and again and again she
verified that it did not make any difference. After you did NOT pick up
my trash on the 1st assigned day Friday, July 3, 2015, I had to call Waste
Management and was not given any other option other than to cancel. Waste
Management also put me on hold a long time so I did hang up
At any rate, asking customers to dump their own
trash, I believe, is illegal. I don't think private citizens can opt to
take their trash to a landfill site and NOT be fined, etc. In my opinion,
you were asking me to do something illegal in the [redacted]. I will
verify this with the [redacted] and also with the [redacted] Waste Management also caused me a lot of stress, time and
work to try to get them finally pick up their trash cans and the trash in
them, which WM did perform on Friday, July 10, after numerous phone calls
and a complaint to Revdex.com.
In lieu of all of the above and also the fact
that I have recently researched and discovered numerous complaints online
against WM, I feel it is only fair that I recover at least $[redacted] in damages.]
Regards,
[redacted] Lind
Regards,

October 14, 2015
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
Hello Ms. [redacted],
In response to your last comment, upon reviewing your account there were never any reported misses; when your account was suspended for nonpayment. Our collections department had no way of calling you, however, letters were sent to the address listed on the account. Per the billing, the city has an agreement with all of their residents to receive a low rate for trash service. Therefore, when the resident does not pay their bill the services will be suspended and the billing continues.
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

October 15, 2015
[redacted]
[redacted], VA [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

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

January 16, 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 service and appreciate the opportunity to address the problem.
Route Manager Latonya confirmed our driver will arrive about 4:00-4:30 today to service your recycle. In addition 1-week credit was applied to your account. Please accept our apologies for the frustration caused by this situation. 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]

October 15, 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

September 29, 2016
 
Revdex.com case # [redacted]
Re: Waste Management Account# [redacted]
 
Dear Mr. [redacted],
This letter is in response to the above Revdex.com complaint, thank you for the opportunity to review your account and address your...

concerns.
 
We apologize for the frustration caused by this situation. We have reviewed your account. Please refer to your copy of the service agreement and the terms and conditions page, which indicate the potential for rate increases, cancellation process and liquidated damages. As you are a valued customer, we offered to lower your rate, but a new signed service agreement is required. You have declined our offer. We will continue to honor the terms and conditions of this service agreement, including collected liquidated damages should you choose to cancel prior to the renewal date on your agreement. 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]
WM Cares Corporate

February 19, 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, Kathy confirmed she spoke to you yesterday; you agreed to pay half of the removal fee. 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]

September 28, 2015
 
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [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

October 27, 2014
 
[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 [email protected] or by phone at [redacted]
 
Cordially,
[redacted]
WM cares-Corporate Office

May 31, 2017
 
Re: Revdex.com Complaint # [redacted]
Waste Management Account #[redacted] 
 
Hello [redacted],
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. We have taken the appropriate action to identify the cause and prevent this experience from occurring in the future.
On May 19, 2017, your yard waste was not serviced.  You called on the 24th of May to request a recovery and were told the container was blocked.  Our agent requested a courtesy pickup for the entire street, which our operations stated was completed on May 29, 2017.  We attempted to reach you at [redacted] and [redacted] to verify it was recovered and had to leave a voice mail. In addition, our agent Jeanne will monitor your account for the next month to ensure you are serviced.
Should you have additional questions or concerns or if I may be of further assistance, you may reach me at 713-512-6200 option *.
Very Respectfully,
Nancy [redacted]
Customer Experience Agent- WM Cares

June 21, 2016
 
[redacted]
[redacted]
 
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 need additional time to resolve your complaint. I appreciate your patience.
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

February 27, 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

January 15, 2015
 
[redacted]
[redacted]
Littleton, CO 80128
 
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.
Route Manager Christy confirmed she spoke to you and service issue was resolved, she also stated you have her direct line to call her if you have any issues. 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 [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.  
First of all, Waste Management did not address numerous other issues in my complaint, including their failure to provide adequate service as agreed to; their dishonesty in not sending the emailed information about liquidated damages that they agreed to (although they have finally sent that information through Revdex.com; thank you.); the $10 container fee when we were already promised a new container without additional charge; the arbitrary rate increases; and their repeated inability to answer simple customer emails from us. Second, they have not addressed the clear reading of the service agreement that allows termination if the other party, in this case Waste Management, raises the rate on their end. Finally, it is true that they offered to reduce the rate; however, I have not seen a written offer of that arriving in my email as promised.Our issue is not merely that Waste Management charges the highest rate in Metro [redacted] for waste removal services; it is that they have systematically and consistently treated our small account with disrespect; they have not kept their promises to us; and they continue to disregard the primary issues we have raised in our communication with them. 
Regards,