Waste Management

April 20, Re: Revdex.com Complaint # [redacted] Waste Management Account # [redacted] Hello [redacted] , I apologize that you experienced issues with the delivery of your containers and appreciate the opportunity to address your concernsAt 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 Your wife called on March 29, 2017, to setup services, and was advised of a delivery date for containers of to business days, which would have been no later than April 19, You called again on April to report that the containers have not been deliveredWe reached out to our operations team, and they confirmed the containers were delivered on April 18, Per your credit request, we reached out to the city of Bluffton, and were advised that you are not billed for trash service Again, please accept our apologies for the frustration caused by this situation Shoulld you have additional questions or concerns, or if I may be of further assistance, you may reach me at 713-512-option Very Respectfully, Nancy [redacted] Customer Experience Agent- WM Cares

April 12, 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 concernsAt 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 reviewing our internal records, you called on April 11, 2017, to dispute your January invoice, stating you canceled services effective December We do not have any documentation of a cancel request, and the account canceled on February 23, for non-paymentSince it is documented that the driver did not service your container since January 1, 2017, we have backdated your cancel date to December 31, 2016, leaving a zero balance on the accountOur agent, [redacted] , will follow up on the account to ensure the balance is at zeroAgain, 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-option Very Respectfully, Nancy G [redacted] WM Cares Corporate

November 3, [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

July 10, [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 [redacted] Cordially, Nancy G [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:Waste Management finally picked up the binUnfortunate that it took this escalation to get service from the staff

November 11, [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 ManagementI 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 wasteI would like to take the time to apologize for the frustration caused by this situationWe 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-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]

[redacted] , The Revdex.com has contacted us to let us know about the complaint you filed against Waste ManagementI apologize that you experienced issues with your billing and appreciate the opportunity to address the problem After researching our internal records, our billing department issued an adjustment to zero out your accountPlease 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] WM Cares

March 2, 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 concernsMy operations has confirmed that your containers have now been delivered and I have attempted to reach you to confirm thisMy Route Manager, Brian, has also attempted to reach you to assist with a property damage claim and has left his contact informationAgain, 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-option Very Respectfully, Jeanne D Customer Experience Agent- WM Cares

[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] .com or by phone at [redacted] option Cordially, [redacted] WM cares-Corporate Office

March 14, Revdex.com case# [redacted] Re: Waste Management Account# 780- Hello Rebecca, I apologize that you experienced issues with your request to cancel your account, and appreciate the opportunity to correct the situation After reviewing our internal records, your account is canceled and at a zero balancePlease accept our apologies for the frustration caused by this situationShould you have additional questions or concerns or if I may be of further assistance, you may reach me at [redacted] Very Respectfully, Nancy Customer Experience Agent- WM Cares

October 4, [redacted] Revdex.com Case# [redacted] Re: Waste Management Account # [redacted] [redacted] Dear [redacted] , This letter is in response to your Better Business Bureau complaintI would like to apologize for the missed service and inconvenience you have experienced with Waste Management up to this pointWe strive to always exceed our customers’ expectations, yet we have clearly fallen short on this matter In review of your account Waste Management issued a refund for $78.79- for failure to resume your account once your payment was received.Once our containers are removed, please allow four to six weeks for your refund Should you have additional questions or concerns regarding this matter, please feel free to discuss it with me at [email protected] or by phone at 713-512-option Very Respectfully, Victoria H***Customer Experience Lead – WM Cares

December 8, [redacted] Re: Revdex.com Complaint# WM Account# [redacted] [redacted] ***, The Revdex.com has contacted us to let us know about the complaint you filed against Waste ManagementI apologize that you experienced issues with your billing and appreciate the opportunity to address the problem After researching our internal records, our billing department issued an adjustment to zero out your accountPlease 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, Nancy [redacted] WM Cares

The Revdex.com has contacted us to let us know about the complaint you filed against Waste ManagementI apologize that you experienced issues with your billing and appreciate the opportunity to address the problem After researching our internal records, your account is at a zero balanceAs well, we have notified the collection agency of your issue and stopped collection callsPlease 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]

November 5, [redacted] Wood [redacted] Re: Revdex.com Complaint# WM Account# 011- [redacted] Wood, 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-option Cordially, [redacted] Giblin 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 Unfortunately, this does not satisfactorily address the issues I raisedI appreciate the offer of a lower rate, although if I remember correctly, the rate I was offered on the phone was $80/month (she never emailed it to me as she had told me she would) and the rate in your most recent communication appeared to be $50/pickup, which would end up being about $a month plus whatever fees Waste Management decides to add on top of thatEven at $80/month, the rate is quite high for our size of dumpster and number of pickupsIt still does not make up for the fact that Waste Management can at any time and for any reason raise our rate without our having any sat allSecond, thank you for informing of us of our right to opt out of the $7.75/month container exchange feeI don't believe the initial bill had any sort of opt-out notice in it, unless it was by not paying the bill, which would, of course, end the relationship with Waste Management Still, we were informed AFTER Waste Management purchased Capital Waste that our container would be exchangedIt has not beenTherefore, I believe the $a month should be refunded, especially since it wasn't supposed to be a mandatory fee and was not in the contract.Third, the "low wires" and "snow" were stated reasons for not servicing usYou failed to note that I attempted for three months to get WM to pick up our trashWhen I finally got ahold of somebody (by sending a registered letter to WM headquarters), they told me that snow was the reasonWe made sure the access way was clearIt still was not picked upWhen I called again (they didn't call me), I was told low wires were the reasonI called the utility company out who immediately dispatched their people, who determined there was no issue with the wiresOnly when we called and complained about this was our trash actually picked up, after three months of trying to contact Waste ManagementYou can check your records or I can provide mineThank you for the $It was a nice gesture after three months of paying for no service.Fourth, I should not have to contact the Revdex.com, attorney general, or your corporate office every time I have a service issue, and we wish to be able to reasonably plan our expenses without arbitrary charges every time Waste Management decides they need more money from usThank you.Sincerely, [redacted]

January 9, H [redacted] Y [redacted] Ave [redacted] , CO [redacted] Re: Revdex.com Complaint# [redacted] WM Account# [redacted] H [redacted] Y***, The Revdex.com has contacted us to let us know about the complaint you filed against Waste ManagementI apologize that you experienced issues with your service and appreciate the opportunity to address the problem Route Manager Scott confirmed he spoke to you and service issue was resolved, 1-week credit was applied to your accountPlease 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-option [redacted] Cordially, Nancy G***

August 30, Revdex.com Complaint# [redacted] Waste Management Account# [redacted] Hi ***, I wanted to take this opportunity to most importantly, apologize for your recent service experienceWe take these concerns very seriously and will immediately take action to correct them After researching our internal records, your account is at a zero balanceAs well, we have notified the collection agency of your issue and stopped collection calls 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-option * Thank you, Nancy [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 Thank you for your prompt action on this matterIt is greatly appreciated

October 21, [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 ManagementI apologize that you experienced issues with your service and appreciate the opportunity to address your concerns Jeanne confirmed she spoke to you today regarding bulk pick up; in addition she is going to send you the bulk guidelinesPlease 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-option Cordially, Nancy G [redacted] WM Cares-Corporate Office

February 14, Revdex.com Complaint# [redacted] Waste Management Account# [redacted] Hello ***, I apologize that you experienced issues with your bulk pick up and appreciate the opportunity to address your concernsAt Waste Management, we are committed to providing exceptional and reliable customer service to our customersWe have taken the appropriate action to identify the cause and to prevent this experience from occurring in the future On January 12, 2017, you called and schedule a bulk pickup for February 3, Our driver attempted to pick up the bulk items on February and and we were unable to access the items due to the vehicles blocking entreeWe would be happy to send Our driver back out to service, once we have a guarantee the items will be accessible Should you have additional questions or concerns or if I may be of further assistance, you may reach me at 713-512-option Very Respectfully, Nancy [redacted] Customer Experience Agent- WM Cares