Waste Management

January 8, 2015
 
H[redacted]
[redacted] [redacted] Ave
[redacted], CO [redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
H[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 [email protected] or by phone at 713-512-6200 option **
 
Cordially,
Nancy G[redacted]
WM cares-Corporate Office

Ms. [redacted],
I can assure you Waste Management is not more concerned about getting paid and charging our customers “extras”.
Having explained the fees to you in a previous response I would like to propose a solution for both of us. I issued a request for our driver to service your container tomorrow at no additional cost to you. In addition I also requested to have your container removed at no cost.
I understand you experienced customer service issues in the past and would like to apologize again for any frustration caused to you. Please call me if you have furhter questions or concerns at [redacted] option 3 or [redacted].
 
Very Respectfully,
[redacted]
WM Cares- Corporate Office

At this time I received confirmation from our 3rd party company our containers were removed [redacted]. Your refund check is on this week’s refund list. I will send you an email at [redacted]  with the check number when I receive it.
 
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

November 18, 2014
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted],
         
It was a pleasure speaking with you yesterday; per our telephone conversation, I have sent your complaint to [redacted] and he will be calling you to explain the [redacted] to your property.
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]

August 7, 2015
[redacted]
[redacted]
Tucson, AZ 85718
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 [redacted]
WM cares-Corporate Office

September 14, 2015 
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint# [redacted]
Waste Management Account# [redacted], [redacted]
Ms. [redacted],      
Reference is made to the above-mentioned Revdex.com...

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.
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,
Victoria H[redacted]
Customer Experience Agent - WM Cares
         
Waste Management
2625 W. Grandview Road, Suite 160
Phoenix, AZ 85023

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.  
Since Waste Management took over trash pick up service at my house they have failed repeatedly to pick my trash up on Thursdays. for the first several months they always completed trash pick up service on Mondays but would skip me on Thursdays. I have made weekly calls about this and also had an employee from their corporate office that would call me on Fridays to see if the service was completed. After three or four months of this they finally started to pick up my trash both days for about a month. recently they sent out a notice telling me they would now only do pick up service on Thursdays starting the week of July 3rd. the week prior to the change they didn't pick up my trash on either day and I had to call them to get it picked up on Friday. After having to talk to several employees they route manager called my wife to see if we had been picked up. I spoke with him and told him it had not and asked why after all this time this was the first time he had called us. He was very rude in his responses and said he was going to come by on Monday July 3rd to see if the issue was that his truck couldn't come down our street. He never called or contacted me to tell me if he even showed up. Again today my trash wasn't picked up. I called the corporate office and complained and feel the supervisor I spoke to will only do the minimum and that they are going to try and require that I move my trash can up on the cross street to get it picked up.I want them to pick my trash up at the end of my driveway when it is scheduled to be picked up or give me a significant discount to the service price if they are going to require I move my can onto the cross street to make it convenient for them to pick up.
Regards,

December 23, 2014
 
[redacted] 
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
Ms. [redacted],   
The Revdex.com informed us about...

the complaint you filed against Waste Management. I apologize that you experienced service issues and appreciate the opportunity to address your concern.
Our operations team has confirmed that the recycle driver will be there today to service all your recyclables. Because we are recovering missed service we will not issue an adjustment to your account.  
I apologize again for the frustration this caused you, 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 *.
 
Very Respectfully,
Victoria [redacted]
WM cares-Corporate Office

July 30, 2015
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
Hello [redacted],
In response to your last comment, please provide the best time our Route manager can come out and meet with you or the best telephone number you can be reached so that we can resolve your service complaint.  
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
WM Cares-Corporate Office

May 19, 2017
 
Revdex.com case # [redacted]
Re: Waste Management Account# [redacted]
 
Hello [redacted]
 
I wanted to take this opportunity to, most importantly, apologize for your recent service experience. 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 understand the additional yard waste container was not delivered. [redacted] confirmed she spoke to you yesterday, and you stated it was delivered on May 17, 2017. In addition, you requested a third yard waste container be delivered. The third one is scheduled to be completed today, and [redacted] will follow up with you to ensure you receive it. 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 G[redacted]
WM Cares Corporate

July 7, 2016
 
[redacted]
[redacted]
 
Revdex.com Complaint# [redacted]
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 [redacted]
Very Respectfully,
Nancy G[redacted]
Waste Management Corporate - WM Cares

November 25, 2014
 
[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 today; per our telephone conversation, I confirmed your invoice due date has since been corrected. Please know we are currently taking steps to address your concerns with our representatives and use it as a coaching opportunity. 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,
[redacted]

February 17, 2016
 
  
Re: [redacted] Complaint# [redacted]
Waste Management Account# [redacted]
 
Dear [redacted],
 
After researching our internal records, a credit applied to your account for $49.19; your balance is zero. 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 office

[redacted] 2, 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.
After researching our internal records, our billing department is processing your refund check in the amount $89.17. 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 *.
 
Cordially,
[redacted]

March 14, 2016
 
[redacted]
[redacted]
 
Re: Revdex.com Complaint#[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 comments regarding this matter, please feel free to discuss it with me at [redacted]
Respectfully,
Nancy G[redacted]
Waste Management Corporate

January 24, 2017
 
Re: Revdex.com Complaint # [redacted]
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.
On January 20, 2017, you contacted Waste Management to check on service and had a difficult time reaching our agents.  Due to the weather delay in your area, we are experiencing higher than normal call volume.  For your convenience, you may find service information online at www.wm.com, as service times may change unexpectedly due to weather events.  Your service is scheduled for Friday the 27th for trash, recycling and compost.  Jeanne will follow up with you to ensure all trash is serviced on Friday.
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

I apologize for our service failure and we are sorry to see you leave. In regards to your refund, we will be happy to refund you any unused portion of your annual payment.
Your account is scheduled to cancel effective [redacted] once your account is cancelled we will remove our container/s within 1-5 business days.  I will issue a request to reverse the difference back to your credit card at that time.  
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

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 amount you provided is different than the one I received with negative balance of 85.69 (see the attachment). If the amount is correct, please adjust the statement accordingly. In addition, please withdraw the debt request from Receivable Management Service and make sure there is no negative impact on my credit history.The overall experience with WM is horrible. It took me at least 4 different phone calls to customer service and 4 months to retrieve the money I overpaid. Then, WM sent the incorrect refund amount to me. Without any communication with me, WM went to debt collector to ask the money back for more than I actually owned. Ironically, this time, it only took WM one month to react. Then, more calls with both debt collector and WM, still no one can figure out what happened.  I totally lost hope on WM and the way they treat their customers.
Regards,

September 23, 2016
 
[redacted]
 
Re: Revdex.com Complaint #[redacted]
Waste Management Account #[redacted] 
 
Dear [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 accounts, a removal charge has been included as a regular charge to any existing account, unless otherwise discussed to remove.  This is a onetime charge, which pays for administrative costs associated with the removal as well as container preparation costs (paint, decals, repairs, etc.), driver time and labor, and vehicle operation costs.  The removal charge for your account [redacted] has been removed.  Your accounts [redacted] and [redacted] do have these charges of $186.65 each, which do apply.
 
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
Customer Experience Agent- WM Cares

June 27, 2017
 
Revdex.com File # [redacted]
  Re: Waste Management Account # [redacted]   [redacted]
 
 
Dear Ms. [redacted],
Thank you for connecting with Waste Management through the Revdex.com regarding your concern for your missing...

[redacted] container. This letter is to confirm that your concern has been investigated and our Operations Department did not remove your trash container.
I truly apologize for any frustration the missing container has caused. If you have any additional questions or concerns, please connect with Waste Management directly at 713-512-6200, 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