Waste Management

January 17, 2017
 
Re: Revdex.com Complaint # 11926337
Waste Management Account #612-45293
 
Hello Roger,
In response to your last comment, after researching our internal records, I issued a request to process your refund.  Please allow 2-3 weeks for the refund to be processed, in addition, our operations confirmed the container was removed.  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

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 3/22/2017 and assigned ID [redacted]
Regards,

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.  Sent: Wednesday, February 17, 2016 at 7:40 PM From: "[redacted]" Subject: Complaint ID [redacted]I am sending this e-mail to reopen complaint ID[redacted].  The representative from Waste Management contacted me on 2/8/16.  He apologized for the problem and told me that after looking into the matter that my account was closed, my balance was zero,and that I would recieve a letter stating as much.  On Saturday, 2/13/16, I recieved an envelope from Waste Management, a day which the Waste Management office is closed.  Upon opening the envelope, I found that it was not a letter, instead a nasty statement informing me that my accout was past due, a "FINAL DEMAND NOTICE" and a threat of collection, when no service was received.  Since I closed my account with this company on 10/20/15 after they had threated not to service my residence because I refused to buy garbage bags from them which would effectively double my cost for their service, I told them that I had made other arrangements for my garbage.  I told their CSR on the phone to cancel my account and since I had already paid for the service for a month, the two weeks of service I received was all I wanted from them.  Subsequently, they continued to bill me.  With each bill they sent me, I returned it, unpaid, with a note that the account had been cancelled.  After 4 months of billing like this, I finally contacted Revdex.com with the original complaint.  Once again when their representitive contacted me on 2/8/16 and assured me that all was taken care of, I found that they have lied to me and are now pursuing collection actions.  As of today,2/17/16, I have yet to receive the letter that the representative said was forthcoming.  Sincerely, [redacted]

November 23, 2016
 
[redacted]
Re: Revdex.com Complaint# [redacted]
     WM Account# [redacted]
 
[redacted]
The Revdex.com contacted us regarding a complaint you filed...

against Waste Management. Please accept our apology for the frustration the removal of our containers caused you. I made several attempts to reach you by phone at the number on file [redacted] and left you a couple of voice messages.
Our records indicate your request to have your containers removed was received on 11/18/2016, and Friday would be the fifth business day, including the holiday. I alerted our operation team to inquire if we could remove the containers earlier and I received confirmation we would remove them today as long as they are not overflowing and the lids are closed.
We truly appreciated your business and we are sorry to see you leave. Should you have any questions or concerns regarding this matter please email [email protected] [redacted]
 
 
Very Respectfully,
Victoria H[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.  Thank you for refunding my $50 fee.  However, the primary intent of this complaint was for you to address the current policies in place, that allowed such an unjustified expense to occur.  While I'm glad you've resolved the monetary issue, I'd like to ask that you please take a look at current policies, as follows:1)  Why is there no mention on the billing statements of HOW MUCH the fee is, WHEN exactly the fee will be charged, And HOW MANY days must have transpired before the accounts is considered past due?  None of this information is clearly stated on the billing statement.2)  Even though you have current email addresses and phone numbers for all your customers, why are they not contacted until AFTER the account is past due, and they have already been charged a fee?While offering [redacted] is a great start, you cannot honestly expect every one of your customers to have internet access.  For this reason, there needs to a system in place that notifies the customers before they are charged additional fees.It saves YOU money to periodically notify customers via email or phone call (versus paper mail), so the only reason you would continue to operate under the current policy, would be to create an environment (and generate revenue) by charging customers extras fees without their knowledge, and then notifying them after-the-fact.Please take my suggestions seriously.  You current billing practices are dishonest, and are in desperate need of overhaul.Regards,[redacted]

December 22, 2015
[redacted]
[redacted]
Bremeton, [redacted]
Re: Revdex.com Complaint# [redacted]
WM A**ount# [redacted] Dupont, Valerie
Dear [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 container delivery.
I received confirmation your trash and recycling containers were delivered on 12/21/2015. I did contact the number you provided on 12/22/2015 leaving two messages to confirm receipt of containers.
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,
Victoria H[redacted]
WM Cares-Corporate Office
**: M[redacted]

March 16, 2016
 
 
[redacted]
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

December 29, 2014
 
[redacted] and [redacted]
 
 
Re: Revdex.com Complaint # [redacted]
      WM Account Case# [redacted]
 
[redacted] and [redacted],
 
The...

Revdex.com informed us about the complaint you filed against Waste Management. I apologize that you experienced billing issues and appreciate the opportunity to address your concern.
 
Per our records your account is set up with both [redacted] and [redacted]’s names, this account was established May 2007.
 
A resume fee of $25.00 was waived as a onetime courtesy in March 2014. The resume fee charge helps cover the administrative cost associated with setting up your account after service has been cancelled due to delinquent payment. The resume fee is valid charge billed to your account; your current balance is $83.33 for the service period January-March.
 
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,
 
Victoria H[redacted]
 
WM Cares

June 26, 2017
 
Revdex.com File #[redacted]
  Re: Waste Management Account #[redacted]-[redacted], [redacted]
 
 
Dear Mr. [redacted],
Thank you for connecting with Waste Management through the Revdex.com regarding your concerns for missed trash service with...

your Waste Management account. This letter is to confirm that your concern has been investigated and our Operations Department will be sure that your container will not be missed going forward. For the next four weeks, we will be monitoring your account and connecting with you on Thursday’s to ensure your trash container has been serviced.
I truly apologize for any frustrations this missed service has caused. Thank you for giving Waste Management the opportunity to correct this issue. If you have any additional questions or concerns, please connect with Waste Management directly at 800-633-7871, Option 3.
 
Very Respectfully
 
Victoria [redacted]
Customer Experience Lead – WM Cares
[email protected]
Waste Management2625 W. Grandview Road, Suite 160
Phoenix, AZ 85023
Tel (713) 512-6200 Option 3

November 29, 2016
 
Revdex.com case#[redacted]
Re: Waste Management Account# [redacted]
 
Hello [redacted],
I apologize that you experienced issues with your service and appreciate the opportunity address your concerns. At Waste Management, we are committed to providing...

exceptional and reliable customer service, and the experience you received does not reflect our standards. We have taken the appropriate action to identify the cause of the error and to prevent this experience from occurring in the future.
We received your email on 11/23/2016 requesting to cancel your service and refund your payment. Which at that time, we submitted a reverse for $65.89 back to your [redacted] card ending in 8861. Please allow 3-5 business days for the payment to appear on your credit card statement.
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

January 4, 2017
 
Re: Revdex.com Complaint # [redacted]
Waste Management Account #[redacted]
 
Hello [redacted]
We greatly regret your decision to leave Waste Management, and apologize that you experienced issues with your refund request.
After reviewing your account, I issued...

a reversal of $137.79 back to your [redacted] Please allow 2-3 business days for the reversal to appear on your credit card statement.
Should you have additional questions or comments or if I may be of further assistance, [redacted]
Very Respectfully,
Nancy G[redacted]
Customer Experience Agent- WM Cares

June 21, 2017
 
Revdex.com case # [redacted]
Re: Waste Management Account# [redacted]
 
Hello Mr. [redacted],
I apologize that you experienced issues with your billing and receiving a call back, 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 regarding the billing. We reached out to the supervisor who confirmed she spoke to you and your billing issue was addressed. Again, 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 G[redacted]
Customer Experience Agent- WM Cares

June 18, 2015
 
[redacted]
[redacted] S. [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 refund and appreciate the opportunity to address your concerns.
After researching our internal reco**s, a reversal for $78.22 was issued back to your checking account. Please allow 7-10 business days for the reversal to appear in your checking account. Please accept our apologies for the frustration caused by this situation.
If you have questions or comments rega**ing this matter, please feel free to discuss it with me at [redacted] or by phone at [redacted] option 3.
Co**ially,
Nancy [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 Payments and appreciate the opportunity to address the problem.
 
It was a pleasure speaking with you yesterday; per our telephone conversation, I want to confirm your payments applied to your account leaving you a credit of $129.64. 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,
[redacted]

January 11, 2017
 
Re: Revdex.com Complaint # 11924987
Waste Management Account #960-75874
 
Hello Jeremy,
I apologize that you experienced issues with your billing and appreciate the opportunity address your concerns. 
After researching our internal...

records, I issued a reversal of $97.37 back to your ACH checking account. Please allow 8-10 business days for the reversal to appear on your ACH statement. In addition, the container is scheduled for removal on January 13, 2017, and I will call you to ensure the container is removed.
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 Giblin
Customer Experience Agent- WM Cares

January 24, 2017
 
Re: Revdex.com Complaint # [redacted]
Waste management Account #[redacted] 
 
Hello [redacted],
After researching your account, we are going to honor the refund of $216.36. Part of the refund was already issued; Check #[redacted] for $61.80 was mailed on 1/19/2017. I have requested the difference of $154.56, be expedited,; once I receive the check#, I will call you with the information. 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]
Customer Experience Agent- WM Cares

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 [redacted] or by phone at [redacted]
 
Cordially,
[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.   Sent: Tuesday, September 29, 2015 3:40 PM To: drteam <[email protected]> Subject: RE: Complaint #[redacted] No one from the company called me. Only today when I logged into your system I saw that there was a response to your office from the company saying that they could not reach me. I called the concerned person first thing this the morning at their corporate office. They told me she was not at her desk would be back in and hour and would call me. As of this time they have not bothered to call me back.Specifically they have not addressed any issues. They over charged me, continue to hit me with late charges as I am disputing the bills.
Regards,

April 30, 2015
 
[redacted]
[redacted]
 
Re: Revdex.com Complaint# 10599115
[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.
After researching our internal records, your account canceled 12/31/2014, leaving a zero balance. 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,
[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.  
The "proposed" action would be fine, but the business has not performed the action.  My check to Waste Mgt. appears to have cleared **/14.  Today is **/30 and I still have not received my promised refund.
Regards,