Waste Management

January 20, 2016
 
Re: Revdex.com Complaint# [redacted]
WM Account#[redacted]
 
Hello [redacted],
Supervisor Tony confirmed he spoke to you today; we have agreed to renegotiate a new Service Agreement for one-year. He explained the price would be higher and you agreed with our offer. 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]
WM Cares-Corporate Office

January 26, 2017
 
Re: Revdex.com Complaint # [redacted]
Waste Management Account #[redacted]
Hello Mr. [redacted],
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. 
After reviewing your account, on October 28, 2016, Jaclyn spoke with you and explained the overage charges are due to the container being overweight by 4.67 tons. You disputed and said the paperwork does not state you would be charged extra if you went over the initial weight. Per the online sales order, it states that the first 2 tons are included in cost and that you would be responsible for any additional weight past the 2 tons, priced at $46.00 per additional ton. Please see attached online sales order.
On November 8, 2016, you disputed the weight of the container when it was removed. We reached out to our Routing Manager who confirmed the container did not leave the truck from the time of the pick up until it was disposed of at the Metro dump. Please see attached weight ticket.
In regards to the payment that was taken from your credit card without approval. Per the terms and conditions listed in the agreement, the card used to make the initial payment can and will be used to pay off any outstanding balance on the account. On section 5 of the agreement it states (All charges not paid in advance, customer's credit card account on file from the prepayment (or other acceptable credit card) will be charged for such Charges).
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

[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.  Thank you for the gracious response and assistance. Sincerely,[redacted]

October 1, 2015
 
[redacted]
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [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.
We apologize for our service failure; please know we are currently taking steps to correct our communication when service is not completed as scheduled. We have alerted our operations management team of your Revdex.com complaint to ensure we do not miss you in the future.
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

June 24, 2016
 
[redacted]
[redacted]
[redacted]
 
Revdex.com Complaint# [redacted]
Waste Management Account# [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.
I alerted our operations team and they confirmed we recovered your trash. 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

March 16, 2016
 
 
[redacted]
[redacted]
 
 
 
 
Revdex.com Complaint# [redacted]
  Re: Waste Management Account# [redacted]    [redacted]
 
 
[redacted],
 
 
I wanted to take this opportunity to most importantly, apologize for the missed services you have experienced.  We take these concerns very seriously and will immediately take action to correct them. I received confirmation from our operations management team your trash was serviced today and I would like to confirm this with you.
 
Again, please accept our sincere apology. Should you have questions or comments regarding this matter, please feel free to discuss it with me at [redacted]
 
Very Respectfully,
Victoria H[redacted]
WM Cares Corporate

August 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 the delivery of your container and appreciate the opportunity to address your concerns.
It was a pleasure speaking with you today; per our telephone conversation, you confirmed operations delivered your container.  Please accept our apologies for the frustration caused by this situation.
If you have specific questions regarding the agreement, 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

February 17, 2015
 
[redacted]
[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

June 27, 2017
 
Revdex.com File [redacted]
[redacted] 
 
Hello Ms. Sommers,
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, you contacted us multiple times regarding your billing concerns. Our agent Jody, contacted you today and explained the balance of [redacted] After negotiating you agreed to pay [redacted] and we would waive the difference. 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 [redacted] option 3.
Very Respectfully,
N[redacted]
WM Cares Corporate

A chargeback in the amount of $[redacted] was issued to your [redacted] card ending in [redacted] on [redacted] (confirmation # [redacted]). Because your method of payment was a credit card Waste Management could not issue you a paper check. I sincerely apologize for the miscommunication to my earlier Revdex.com response regarding you would receive a paper check. At this point you would need to talk to the credit card company/providing bank.
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,
[redacted]
WM cares-Corporate Office

[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.  
  I agree that the situation is now fixed.  However the fact of the weather is not an acceptable excuse to me.  The reason this is not an acceptable excuse is the fact their truck picked up my recycling in the the morning and the trash was suppose to be picked up at night. The night before yes it had snowed, but if the weather kept them from picking up the trash then why was the recycling picked up, the roads were worse in the morning.Also it does not say any thing about how every time I called I was told a ticket was put in and that someone would be out there the next day.  This was not true according to their dispatch department.  A ticket was never put in, Only after I requested to have dispatch call me was there a resolution.  Their customer service department was perfectly fine stringing me along saying my pickup was coming.   I bet if I had not called dispatch then the only time this would have been solved is on my next regularly scheduled pick up.Their customer service department is not very customer focused or helpful

[redacted]
[redacted]
[redacted]
[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 [redacted] or by phone at [redacted].

Cordially,
[redacted]
WM cares-Corporate Office

January 6, 2015
[redacted]
[redacted]
Milton, FL [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 today; per our telephone conversation, Waste Management is no longer your service provider as of 12/31/2014. Please contact the city of Santa Rosa for information regarding your trash service. 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]

November 6, 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 your concerns.
After researching our internal records, a credit applied for the extra pick up; your balance is $93.96. 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

September 28, 2016
Revdex.com case # [redacted]
Re: Waste Management Account# [redacted]
 
[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. All our invoices, under “Account Summary”, indicated that charges were from [redacted] service. By paying the bill, you accepted all charges listed. To resolve this matter, we adjusted your account $281.02 as a courtesy and have requested that your refund for this amount be expedited. 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

July 30, 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] or by phone at 713-512-6200 [redacted].
 
Cordially,
Nancy [redacted]
WM cares-Corporate Office

April 13, 2016
 
Re: Revdex.com Complaint# [redacted]
Waste Management account# [redacted]
 
Dear Mr. [redacted],
Our billing department confirmed check# [redacted] mailed out today in the amount of $190.21. 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 3.
Respectfully,
Nancy G[redacted]
Waste Management Corporate

February 4, 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 the problem.
It was a pleasure speaking with you today; per our telephone conversation, I explained that the payments have been applied to your account; your account is reactivated for 2/5/2015.
I entered an adjustment for $91.46 for the additional container charges; the credit will apply to your February invoice, bringing your account to a zero balance.
Per the additional container it is scheduled for deliver on 02/05/2015, you confirmed you will call me once it is delivered. 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]

November 10, 2015
[redacted]
[redacted].
Bountiful, UT [redacted]
Re: Revdex.com Complaint# [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 phone number and appreciate the opportunity to address your concerns.
[redacted] confirmed she spoke to you today; the phone 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

June 27, 2016
 
 
Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
Dear Ms. [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.
 
Upon review of your account, our operations confirmed the trash was recovered and the containers delivered. In addition, a credited applied to your account for service failures. 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