Waste Management

February 25, 2016
 
Re: Revdex.com Complaint #[redacted]
Waste Management Account #[redacted]
 
[redacted]
Jeanne confirmed she spoke to you today and you billing issue was resolved. 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 me at [redacted] 
Respectfully,
Nancy G[redacted]
WM Cares-Corporate Office

December 2, 2015
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
Hello Mr. [redacted],
Per Mrs. [redacted] email the account canceled and the container is scheduled for removal on 12/03/2015. Please place the container out on the curb from 6am to 6pm so that the driver can remove. 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

January 19, 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 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 researching your account, you called on September 16, 2016, and requested to cancel your account.  Our agent failed to cancel the account, and we invoiced you for service you did not receive. [redacted] confirmed she spoke to you on January 19, 2017, and advised you the account canceled, leaving a zero balance.
Should you have additional questions or concerns or if I may be of further assistance, you may reach me at [redacted]
Very Respectfully,
Nancy G[redacted]
Customer Experience Agent- WM Cares

June *, 2015
 
[redacted]
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted],
The Revdex.com 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 address your concerns.
Route Manager James confirmed our driver serviced your container today; he mentioned he spoke to you and service issue was resolved. 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 71*-512-6200 option *.
 
Cordially,
Nancy [redacted]
WM Cares-Corporate Office

September 22, 2017
 
Revdex.com File #[redacted]
Re: Waste Management Account #[redacted]
 
Hello [redacted],
Thank you for taking our call today. Per your conversation with [redacted] we are cancelling your account as of, September 1, 2017.  [redacted] will be monitoring your account to ensure this cancellation has taken place and no further charges accrue.
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
WM Cares Corporate

January 11, 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

July 20, 2016
 
Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
Dear Ms. [redacted] [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.
I alerted our operations team and they confirmed that your trash was serviced. 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

June 15, 2015
 
[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 request and appreciate the opportunity to address your concerns.
Upon reviewing your account, the last reported service failure was on 10/01/2014. We received a call on 04/17/2015 and requested to cancel your service because you found cheaper rates. When asked what was offered you declined and just wanted to cancel. At that time you were advised you had paid for the quarter and would not be getting a refund.  You requested to speak to a Supervisor; were transferred to Scott, you then mentioned that the agent you spoke to on 04/01 said you would be getting a refund if you canceled service. Scott advised that he would listen to the call and get back with you.
Scott then called you back; advised there was not mention of a refund.  You asked him to call you back in 5 minutes which he attempted and it went straight to voice mail.
Your next call was on 04.20.15 to find out the status of the refund, it was confirmed that you would not be receiving a refund. You requested to speak to Scott’s manager, which she was not in at the time; you were given her direct phone number. Missy, confirmed she tried calling you and she was not successful, Missy mentioned you were both calling one another and both of you were unsuccessful.
At this time no refund is due, if you would like we can reactivate your account and cancel at the end of your paid quarter.
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 G[redacted]

May 14, 2015
 
[redacted]
[redacted]
[redacted]
 
Re: Revdex.com Complaint# 10624172
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,
Nancy G[redacted]
WM cares-Corporate Office

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 the problem.
Route Manager [redacted] confirmed our driver serviced your container 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 at [redacted] or by phone at [redacted] option 3.
Cordially,
[redacted]
WM Cares

August 7, 2015
 
[redacted]
[redacted] [redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]   [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

February 15, 2017
 
Re: Revdex.com Complaint # [redacted]
Waste Management Account #[redacted]
 
Hello [redacted],
This letter is in response to your Revdex.com complaint # [redacted] regarding your billing concern. I sincerely apologize for any frustration you may...

have experienced.
In reviewing your service agreement, it specifies that if the container is overloaded there would be an overage charge. On January 10, 2017, our driver took a photo of the container before servicing to show that it was overloaded. We invoiced $85 dollars for the overage, however, your agreement states your overage rate is $50. We have entered an adjustment on your account for $45.48 and will be sending you a refund for that amount.  Please see attached photo and service agreement.
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

January 28, 2016
 
 
[redacted]
Re: Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]   [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 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 *.
 
 
 
Respectfully,
 
Victoria [redacted]
Waste Management Corporate

January 12, 2016
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
Hello Mr. [redacted],
Senorina attempted to reach you at [redacted] to resolve your complaint and was unsuccessful. In addition operation confirmed our driver serviced your trash; 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 option 3.
 
Cordially,
Nancy [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.
 As I listed in my original complaint, I was never made aware that there
was a price increase, or, a "No refund policy".  I have been on the automatic
pay plan with Waste Management, they never contacted me me regarding the price
increase or the no refund policy.  This claim is supported by the attached
response from Waste Management.  The Revdex.com should be aware that the invoice Waste
Management refers to, was not mailed to us, nor were we alerted to the changes
made on the invoice.  They simply added it onto the electronic invoice with no
notice.
"Beginning May 17th, 2014 a message is presented
on your invoice which says, this invoice constitutes an offer by Waste
Management to provide service to you for a specified period. By accepting this,
you agree to continue service during the specified time. Cancellation results in
the forfeit of any prepayment unless prohibited by applicable law, regulation or
contract.”
Effective September 1st, we changed our
refund process. Since you prepaid (Nov, Dec, Jan and Feb) you are not eligible
for a refund. 
   Waste management simply made the change in
their policy without alerting the customer.  Their claim that "By accepting this, you agree to continue service during the
specified time". We never accepted
anything. I never read or responded to the invoice.  We trusted Waste Management
to slip this policy past us by relying on the automatic pay plan.  When I
contacted them they repeatedly waived their policy in my face as if it were a
signed contract or even a verbal agreement.  
  I insist that their policy is faulted and not
in the best interest of their customers.  It is clear that they have no
intention of refunding the balance of my fee using a policy that was slipped
into an invoice that I never saw or was made aware of.  We feel that Waste
Management's business practice is not "Up front".  The customer has the right to
choose if they want to accept changes in policies, etc., so they can decide on
their own if they agree..       
 I request that my complaint be allowed to stand
and remain on record with the Revdex.com so that other customers can view it when
deciding to choose a waste service.  Please, I do not want the case marked "Resolved.   Thank you[redacted]Dyer Indiana[redacted]

Sent: Friday, August 12, 2016 8:11 AM Subject: Complaint statusTo whom it may concern,I recently made a complaint (#[redacted]) against Waste Management. The business contacted me and it was resolved as much as can be expected. Now, however, your website says 'This matter is now closed in Revdex.com files, and will appear in the company's Revdex.com Business Review as: "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied."'I don't know how to close the complaint in any other way—your site is not the easiest to use—but I don't think it's fair to say I'm still dissatisfied when I was never given an option to give my actual feedback.Best,[redacted]
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 find that this resolution would be satisfactory to me.  
Regards,[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.  
[Provide details of why you are not satisfied with this resolution.]I am quite happy to pay for service; however, my trash was missed on Friday. I reported the issue on Sunday (in case they were running a day late). The WM group received on Monday and stated that it would be picked up as soon as possible. It is Thursday, and as of this morning I still have a full bin, and my normal pick up date is Friday. So I have a houseful of trash from this week. I have 3 children in diapers, and two weeks of trash is not pretty.I just wanted service. WM didn't provide the service, and WM did not rectify the situation. Based on these two things, I wish to receive a refund based on a contract I feel WM has already voided by not fulfilling their service requirement or rectifying their error in a timely fashion. I pay for 4 pickups/month, and I have only received 3. Since they voided the contract, I wish to receive a refund of the unused portion of service.
Regards,
[redacted]
PS, I attempted to call the number provided and abandoned the call after 10 minutes of waiting. [redacted]

December 30, 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,
Nancy G[redacted]
WM cares-Corporate Office

June 29, 2015
 
[redacted]
[redacted]
[redacted], [redacted]
 
Re: Better Business Bure*u Compl*int# [redacted]
WM *ccount# [redacted]
 
[redacted],
Reference m*de to the *bove-mentioned Better Business Bure*u compl*int you filed *g*inst W*ste...

M*n*gement.  We would like to provide you with our response.
We *re in the process of reviewing our intern*l records *nd will provide resolution; we *ppreci*te your time *nd p*tience.
If you h*ve questions or comments reg*rding this m*tter, ple*se feel free to discuss it with me *t wmc*[email protected] or by phone *t 713-512-6200 option 3.
 
Cordi*lly,
N*ncy G[redacted]
WM c*res-Corpor*te Office