Waste Management

April 25, 2017
 
Re: 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 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 to report no service and to dispute the balance on your account. Our agents explained due to nonpayment, your account was suspended.  We invoiced you on December 30, 2017, and January 17, 2017, and did not receive your payment. On February 3, 2017, we suspended your service for non-payment and on that same day, a payment was made and your account was reactivated. On March 31, 2017, we invoiced you a reactivation charge of $66.63.
 
On April 19, 2017, you requested your account be canceled, and on 4/24/2017, you contacted us and canceled your cancellation request. Because you are a valued customer, we issued a one-time courtesy credit for the reactivation charge, leaving a balance of $53.32 which covers serviced from May thru July. 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

November 21, 2014
 
[redacted]
 
 
Re: Revdex.com Complaint # [redacted]
      WM Account Case# [redacted]   [redacted]
 
 
[redacted]
 
The Revdex.com informed us about the complaint you filed against Waste Management. I apologize that you experienced issues regarding replacement of your 32-gallon plastic lid and appreciate the opportunity to address your concern.
 
Please know we are currently taking steps to correct/address your concern with our driver and use it as a coaching opportunity. I am happy to hear you found your container lid and you no longer need it replaced.
 
 
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

I have finally received the refund check. This process and the time this has taken are totally unacceptable. It should NEVER take 6 months and a complaint to Revdex.com to get a refund check for money that was never owed in the first place but because of the practices of Waste Management was taken without my knowledge through my property tax payment.  
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.

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 explained in my original complaint why "double pickup" is not acceptable.  My bins are full. It was suggested we put our extra trash out in plastic bags.  We cannot leave trash bags out due to the wildlife in the area.  Extra yard waste is required to be placed in paper bags, which would necessitate a purchase of them and extra cost to me.  
Regards,

[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.  
  [redacted] from their corporate office has called me a couple times and has been very helpful.

November 1, 2016
 
 
 
Linsay [redacted]
 
 
Waste Management Account # [redacted]   THE LEARNING EXPERIENCE ST
  Re: Revdex.com Complaint #[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.
 
Per our conversation, our Sales team will submit an update to your account; your new approximate rate is $175.00 per month.  This amount can vary depending on fuel and environmental charges.  In addition, you may save $5.00 administration charge per invoice by signing up for both paperless billing and automatic payments. 
 
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,
 
Victoria [redacted]
Customer Experience- 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.  I will await their further response once they have had time to investigate this matter further.

March 3, 2017
 
Re: Revdex.com Complaint # [redacted]
Waste Management Account #[redacted]
 
Hello [redacted]
I apologize that you experienced issues with your container 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 and to prevent this experience from occurring in the future.
Upon reviewing your account, you called multiple times to report that your recycling container was not delivered. We alerted our operations team, and they confirmed we delivered your container this morning. In addition, one month of credit applied to your account for the recycle. 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

January 22, 2016
 
[redacted]
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [redacted]
Waste Management# [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

March 14, 2016
 
Re: Revdex.com Complaint#[redacted]
Waste Management account# [redacted]
 
[redacted]
It was a pleasure speaking to you today; per our conversation your account canceled effective 02/05/2016; our billing department is processing your refund. In addition, I requested to have your refund expedited; once I receive the check number I will call you. 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 [redacted].
Respectfully,
Nancy G[redacted]
Waste Management Corporate

June 22, 2015
 
[redacted]
Re: Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
Dear Mr. [redacted],    
Reference is made to the above-mentioned Better...

Business Bureau 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.
 
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 *.
 
Respectfully,
Victoria [redacted]
WM Cares-Corporate Office

April 21, 2016
 
Re: Revdex.com Complaint#[redacted]
Waste Management account# [redacted]
 
Dear Mr. [redacted],
It was a pleasure speaking to you today; per our conversation. We confirmed your payment of $55.72 was misapplied to your old account# [redacted]. We submitted a request to move the payment to your new account# [redacted]; once it applies your account will be at a zero balance. 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 [redacted]
Waste Management Corporate

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 did reach out to them and they said it cost $150 to deliver a new dumpster. When we signed up none of this was suggested, recommended, offered or even discussed. I spent over an hour on the phone with the gentleman registering for the garbage. I'm just trying to make sure we don't have any surprises on next months bill. Are you able to verify that. I most definitely will contact the local department. 
[Provide details of why you are not satisfied with this resolution.]
Regards,

[redacted] 25, 2014
 
[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 the problem.
It was a pleasure speaking with today; per our telephone conversation, I submitted the request to Billing to have the refund processed.
Operations confirmed our driver removed the containers today. 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 a[redacted] or by phone at [redacted] option *.
 
Cordially,
[redacted]

December 11, 2014
 
[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 issue.
Upon review of your account, on 9/22/2014 you requested Waste Management to switch out the temporary roll-off. At the time you called we were unable to accommodate same day service and scheduled the switch out for the following day at no extra charge.
Driver arrived on 09/23/2014 and was unable to switch out the roll off because it was overweight. The driver left the empty roll off that he had on his truck to switch out your full roll off with which caused a delivery and trip charge.
Because you are a valued customer we are offering to adjust the delivery charge of $150.00 and trip charge of $125.00 plus fuel and environmental fees. As an extended courtesy we are also adjusting the finance fee of $68.49 which is an approximate adjustment of $430.00. You are responsible for the haul charge of $233.30 plus fees.
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]

July 12, 2017
 
Revdex.com case # [redacted]
Re: Waste Management Account# [redacted]
 
Dear Ms. [redacted],
I apologize that you experienced issues with your service, and appreciate the opportunity to resolve your concerns.
After researching our internal records, you called...

July 10, 2017, to report you had not been serviced and trash was all over the street. Our driver reported he could not service your container because it was knocked over and the trash was all over the street. Our route manager came out to your property and cleaned up the debris. 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 [redacted]
Customer Experience Agent-WM Cares

October 19, 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 your service and appreciate the opportunity to address your concerns.
Oscar confirmed he spoke to you today; your service issue was resolve. 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] [redacted]
Cordially,
Nancy G[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.]
The response does not resolve my complaint because WM is wrong. Like I said on 5/4/15 WM was suppose to pick up everything that was sat outside even if it was over the size that they require and it was noted on my account. WM picked up half the items and left the rest and left it a mess which I also have photos of, I have photos of everything before the pick up and after. I sat and waited and was being told that WM was still coming out and no one ever came. At that point the items had to be removed and WM failed to provide a service that was suppose to be free of charge to me. I had to pay out of pocket cash to have the items removed and dumped. I am asking for my money back.
Regards,

February 24, 2016
 
[redacted]
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
                                        ...⇄
Dear [redacted],
Upon review of your account, your refund check was processed February 23, 2016; you will receive the check the week of February 29, 2016. Once again please accept my deepest apology for your frustration.
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 [redacted]
WM Cares-Corporate Office

April 28, 2015
 
[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 invoices and appreciate the opportunity to address the problem.
After researching our internal records, we agreed to waive the reactivation fee one more time as a courtesy. If you are not receiving your invoices in your inbox, please check your Junk mail box to see if your invoices are going there. If you still are not receiving them, please contact our EZPay department at 1-866-834-2080, option 2. 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,
[redacted]