Waste Management

March 22, 2017
 
Re: Revdex.com Complaint # [redacted]
Waste Management Account #[redacted] 
 
Hello [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 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, we invoiced your parent’s account $75.00, for not returning the container. Barry called on January 11, 2017 to question the charge. Our agent explained our driver attempted to remove the container multiple times and was unsuccessful.
 
On March 6, 2016, your father, was advised that the removal was unsuccessful due to a new resident utilizing the container. Our agent spoke to your father on March 20, 2017, and explained that a refund of the $75.00 will be issued, and she will follow up with him, once the check is mailed out.
 
Should you have additional questions or comments 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

July 26, 2016
                     
[redacted]
[redacted]
 
Revdex.com Complaint# [redacted]
Re: 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 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 *.
Very Respectfully,
Nancy [redacted]
Waste Management Corporate - WM Cares

[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,
[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.May I suggest not making it impossible to get an issue like this taken care of unless a customer resorts to a Revdex.com complaint?

April 18, 2016
 
 
 
Revdex.com Complaint# [redacted]
 
Re: Waste Management Account# [redacted]   [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 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 *.
 
 
 
Very Respectfully,
 
Victoria [redacted]
WM Cares Corporate

August 19, 2016
 
Revdex.com Case# [redacted]
Waste Management Account# [redacted]
 
[redacted]
We apologize for the frustration caused by this situation; we greatly regret your decision to leave Waste Management. I entered an adjustment for $26.58, once approved...

your account balance will be zero. In addition, your account will not be placed with an outside collection agency.
Per your refund request, it states on your invoice, you are paying for a subscription service; by paying your invoices, you agree to continue service during the specified time. If you request to cancel your service early, you forfeit your prepayment.
Should you have questions or [redacted] regarding this matter, please feel free to discuss it with me at [redacted].[redacted] or by phone at [redacted]
Respectfully,
Nancy G[redacted]
Customer Experience Agent - ** Cares

July 7, 2015
 
[redacted]
[redacted], CA [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

July 9, 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 removal of the container and appreciate the opportunity to address the concern.
Operations confirmed our driver removed the container; once the account cancel our billing department will issue you a final invoice. 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]

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.  
Problem:About 3 weeks ago (Dec 8th 2015) I filed a complaint (#[redacted]) and only received partial resolution. I was never able to make contact with a representative from Waste Management. When I checked the status of this matter I noticed it was moved to "resolved status." I could not find a way to reactivate that file. There are still a number of unresolved issues I would like to work through if Waste Management is interested and/or committed. Waste Management left their mechanicals on my property for a number of months without consulting me. Moreover, when I tried communicating with their personnel I was merely handed from one person to another person. And seemingly one Region to another without rhyme or reason. No one seemed to have the authority or ability to provide answers or resolution. Thank you.TranslateDesired Resolution / OutcomeDesired Resolution:Contact by the businessselectDesired Outcome:I received partial resolution after sharing this information. The mechanicals were removed from my property. what I request is to receive an explanation or reason why this took > 6 months. I would like to speak with someone who has the latitude to make sure this never happens again. Thank you.
Regards,

July 10, 2017
 
Revdex.com case # [redacted]
Re: Waste Management Account# [redacted]
 
Dear Ms. [redacted],
I apologize that you experienced issues with your container exchange, 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 called multiple times requesting we exchange the dirty container that was delivered. We reached out to our operations, and the exchange was completed on July 8, 2017.
In addition, Route Manager John confirmed he spoke to you today and the issue was resolved. 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,
Nancy [redacted]
WM Cares Corporate

[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.  However, I'd like to note that this issue, occurring since [redacted] 1, 2014, was caused by Waste Management's neglect in a promised timely refund of said $66.68 (I was told within 10 business days I was to be refunded but it took more 20 business days). As a consumer, I suggest Waste Management review their account cancellation and refund procedures if they don't want to prevent customers from ever returning to their service willing, as I most definitely will not.I appreciate WMs quick response to my complaint here, and thank Revdex.com for their help.
[redacted]

January 8, 2016
[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

May 21, 2015
  
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
Hello [redacted],
[redacted] Lee confirmed our driver will be out tomorrow to remove the containers. Please place them out on the curb from 6am to 6pm.
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]

May 15, 2015
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted],
I read your rejection response; can you please provide details to why you are not satisfied with the resolution? 
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]

[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. My thanks to [redacted] at WM who left a message today, (5/11) that refund was mailed today and check information. Sorry I had to use this process to reclaim my over payment funds but did not get much of movement until I did. Thanks to both Revdex.com and WM.

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.  
I have spoken with Donna at Waste Management, and she has cancelled our service and refunded our money. The complaint about the service still stands, but the monetary refund is no longer needed. 
Regards,
[redacted]

August 2, 2017
 
Revdex.com case # [redacted]
Re: Waste Management Account# [redacted]
 
Hello Mr. [redacted],
I apologize that you experienced issues with your June invoice, 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 on July 27 regarding extra bag charges that you disputed for May 17. On July 28, you spoke with our agent, Shannon, who offered to waive the extra bag charges. At that time, you requested to cancel your service, and she advised you of the removal charges.
Because you were a valued customer, we adjusted the $22.00 for the extra bag charge. Your services are scheduled to be terminated August 3, 2017.
Per your request to refund you the difference. It states on your June, July, and August invoices. You are paying for a subscription service; by paying your invoice, you agree to continue service during the specified time. If you request to cancel your service early, you forfeit your prepayment. If you would like we can resume your services for the remaining period. Again, please accept our apologies for the frustration caused by this situation.
Very Respectfully,
Nancy [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.  
Regards,

June 30, 2017
 
Re: 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, Waste Management received accounts from [redacted] due to an acquisition, that included your address, and a new account was setup. You contacted us stating you have never received our service and that the account should be canceled with a zero balance. Our agent, [redacted] confirmed she spoke to you, and ensured you the account, has been canceled and the balance zeroed out. Again, please accept our apologies for the frustration caused by this situation.
Should you have additional questions or comments 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

March 7, 2017
 
Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
Hello [redacted]
I apologize that you experienced issues with your services, 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 to prevent this experience from occurring in the future.
After reviewing your account, you called multiple times to report no service. On March 1, 2017, you spoke to our agent who advised you it was not your recycle week. You then asked to have the recycling serviced with the trash. Our agent entered the ticket for our driver to recovery on March 3, 2017, and it was not.
[redacted] confirmed she spoke to you and explained the recycling is not considered trash. Therefore, our trash driver would not service causing the further delay in recovery. Thank you for confirming the recycle was recovered.  In addition, we will continue to monitor your account for the next month to ensure your services are completed.
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]
[redacted]