Waste Management

March 2, 2018
 
Re: Revdex.com Complaint #[redacted]
Waste Management Account #[redacted]
 
Hello [redacted],
I apologize that you experienced...

issues with your cart delivery and property damage and appreciate the opportunity to address your concerns. My operations has confirmed that your containers have now been delivered and I have attempted to reach you to confirm this. My Route Manager, Brian, has also attempted to reach you to assist with a property damage claim and has left his contact information. Again, please accept our apologies for the frustration caused by this situation.
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,
Jeanne D.
Customer Experience Agent- WM Cares

November 11, 2014
 
[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.
Effective 11/01/2014, Waste Management can no longer provide trash service in your area, your new provider is Chesapeake waste. I would like to take the time to apologize for the frustration caused by this situation. We have conveyed your concerns to the call center supervisors for additional training and or coaching of our customer service representatives.
Waste Management issued a payment reversal on 11/07/2014, please allow 3-5 business days for the reversal to appear in your credit card 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]
 
Cordially,
[redacted]

July 18, 2016
 
Re: Revdex.com Complaint #[redacted]
 
Dear Mr. [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, Senorina confirmed, she spoke to you and your complaint was resolved. 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 19, 2017
 
Revdex.com Complaint[redacted]
Waste Management Account[redacted]
 
Dear Mrs. Lokar,
I apologize that you experienced issues with your payment 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.
It was a pleasure speaking with you; per our telephone conversation, we found the payment made on May 1, 2017. Our billing department is processing your payment; I will monitor your account to ensure the payment is applied. We determined that the electronic payment did not have the account number placed on it, causing the payment to be misapplied. Please accept our apologies for the frustration caused by this situation.
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,
[redacted] Giblin
WM Cares Corporate

June 4, 2015
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
Hello [redacted],
Account Manager Michael confirmed, he submitted the request to adjust $145.95 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,
Nancy [redacted]
WM Cares-Corporate Office

August 11, 2016
 
Revdex.com Complaint# [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.
I alerted our operations team and they confirmed our driver recovered your trash today. In addition, I will continue to monitor your account for a month to ensure we provide the service.
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

[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.  In addition, I would like to know why it takes for a consumer like me to file a complaint with a third party before it is addressed.  Prior to this complaint, I received an email from WM customer service that the replacement would take place on my next scheduled delivery date which was 10/21/16 and that it would be delivered personally by the route manager.  Surprisingly, after filing a complaint with the Revdex.com and Business Consumer Alliance, the replacement was done yesterday, Tuesday, 10/18/16 instead of Friday, 10/21/16.  I wish their customer service would be more truthful and really take customers' requests seriously.

[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 unsatisfactory to me. I feel that they should forgive the entire amount but will accept their offer.

December 28, 2015
[redacted]
[redacted]
Revdex.com Case# [redacted] 
Dear [redacted],
Reference is made to the above-mentioned Revdex.com 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 [redacted]
Respectfully,
Victoria H[redacted]
Customer Experience Agent - WM Cares
Waste Management
2625 W. Grandview Road, Suite 160
Phoenix, AZ 85023

June 13, 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 3.
Very Respectfully,
Nancy [redacted]
Waste Management Corporate - WM Cares

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 9/21/2016 and assigned ID [redacted]
Regards,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
It is incorrect to say I made no mention of services being performed incorrectly. I told Scott who I was told was the manager when I called to cancel my services, he did not return one phone call to me and when I did finally speak to him, he indicated there was nothing he was willing to do, I asked to speak to his manager, he informed me I could leave a message for her but she would not call me back and he was correct she did not, 3 times, over the course of this complaint. Your company also has 3 phone calls from me when my yard waste was not picked up. 1. I called and told them I watched the truck slow down and not stop in front of my house to pick it up and they stated they would come back around, 2. The next day when the yard waste was still there and I was told that the day previosuly they could not have turned in any reports about missed service because it had not been 24 hours, I indicated that I was leaving town so if it was not going to be picked up I would move it back up by my house, they indicated it would be picked up not to worry, 3. I returned from a business trip 4 days later to the yard waste still in my yard and the grass dead, I called back again and it was finally picked up 1 day before my next service day. As you can see on numerous occassions I have notified your company about my service problems. I contacted the Revdex.com only after I could not get a phone call back from a manager at your company for several days. Please note, I asked for the containers to be picked up as of April 17th when I originally called, they were not, my original complaint asks for them to be picked up in a timely manner, they were not, I then asked for them to be picked up by May 15th, they were not. I am now 48 days from the original request. As of this morning they were still on my property (despite your comment they would be picked up last week).  Per your indication that this is not the result I wanted, be aware that 7 households have either switched services or will be switching services after I told them about this situation and that you have policies that you do not inform your customers about. Customers do not appreciate hidden fine print that you can not produce upon request. Also, a local HOA will be bringing up for vote switching their neighborhood services from yours to another service provider after being informed that you have policies you can not produce when asked for and hidden fine print. I indicated to Scott that I was going to share with them what I had been through when I spoke with him in April and he said to go ahead. I hope that you and your management are aware that the amount owed back to be was less than $50 and your business affected by this complaint is much more than that amount. If I have helped keep anyone from having this happen to them, then it is the result that I wanted.  I have notified the city of the on going problems with getting these bins removed from my property, and I will agree this is closed when the bins are actually removed. I hope this evening when I get home they are so this matter can finally come to a close.  
Regards,
[redacted]

August 17, 2016
 
Revdex.com Complaint# [redacted]
Re: Waste Management Account# [redacted]
 
Hello Ms. [redacted],
Please see the answers to your questions in bold:
·         An explanation was provided for the first upgrade, from $47.80, miscoding on your part....what is not explained is the second upgrade to $74.19.  Please explain the other billing error. Again, your account was miscoded and you were invoiced the wrong amount.
·         I had been advised by Josh [redacted] at [redacted] that there is no contract with Waste Management....no other explanation given as he sent my notation back to Waste Management.  I am confused...does [redacted] determine what additional charge they wish to put upon us when there is no contract between you? You are correct we do not have a contract with the HOA; we have always provided ‘preferred’ rates for the community. They used to have an exclusive and now only preferred. It’s up to Waste Management on what the rates are going to be, not the community.
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 Agent - WM Cares

April 28, 2017
 
Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
Hello [redacted]
I apologize that you experienced issues with your billing, 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, Mrs. [redacted] called to report that you keep receiving invoices after your account was canceled. One of our agents said they would review the account and call her back. We failed to return the call to Mrs. [redacted] as promised, therefore, our agent [redacted] called and spoke to [redacted] and advised that the final invoice has been adjusted, and you have a zero balance. 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

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 11/14/2016 and assigned ID [redacted].
Regards,
Sent: Friday, November 18, 2016 11:22 AM To: drteam <[email protected]> Cc: [redacted] Subject: Fw: Managing your account is easier than ever   Reference Complaint ID-[redacted]   I just received this offer of settlement of my complaint, which I feel is an acceptable offer from Waste management. While the amount is small, I felt the issue far outweighed the money involved. I want to thank Revdex.com for your effort in bringing this issue to a satisfactory close.   Sincerely,   [redacted]

June 23, 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

October 5, 2015
[redacted]
[redacted]
[redacted], WI [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 claim and appreciate the opportunity to address your concerns.
District Manager Matt confirmed he submitted the claim to our insurance company to reimburse you the $185.00. Agent Erika [redacted] with Gallagher [redacted] is handling the claim, please reach out to her at ###-###-#### or email [redacted]
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

September 2, 2015
 
[redacted] [redacted]
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[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 concerns.
Jeanne confirmed she spoke to you today regarding your refund check, she stated once she receive confirmation the check has gone out she will call you with the check number. 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 [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,
They have agreed to cancel my contract as of 05/15/2015 and eliminate the fee of $215.  They also said they would reduce the charge to pick up the dumpster from $150 to $105.  Plus they will charge me for a half month service that I am not using (I have another dumpster already in place) plus taxes and fees.  Considering the fact that I have paid them more than double what the same service is now offered at, $43/month versus the $90/month I have paid for the past year and the $80 per month that I paid the year before that, I think they have received more than $1,000 in over payment and I am not paying them anything more.  Am I satisfied with the outcome? Yes because I no longer have to deal with Waste Management.  Do I think their business practices will change. Certainly not as long as they can continue to over charge and then intimidate  customers with their ridiculous contract and unfair business ethics.I do appreciate your help in this situation.  Because of your help I was at least able to talk to someone who listened to my complaint and the supervisor returned my phone call promptly.

June 23, 2015
 
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# 151-[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-[redacted]
 
Cordially,
Nancy [redacted]
WM cares-Corporate Office