Waste Management

June 13, [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 [email protected] or by phone at 713-512-option Very Respectfully, Nancy [redacted] Waste Management Corporate - WM Cares

January 21, Marvel R [redacted] Dr Se [redacted] , WA [redacted] Re: Revdex.com Complaint# [redacted] WM Account# [redacted] Marvel R [redacted] , The Revdex.com has contacted us to let us know about the complaint you filed against Waste ManagementI apologize that you experienced issues with your delivery and appreciate the opportunity to address the problem Upon review your account, Representative Kayla confirmed she spoke to you on 1/16/2015; you confirmed you received the containerPlease 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-option * Cordially, Nancy G***

February 1*, Re: Revdex.com Complaint# [redacted] WM Account# [redacted] [redacted] , It was a pleasure speaking with you; per our telephone conversation, you confirmed you did not want to reactivate your account 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]

February 4, Re: Revdex.com Complaint# [redacted] WM Account# [redacted] Dear Mr [redacted] , Upon research of your account, a credit applied in September for the reactivation chargeYou then called in February and requested to have the reactivation charge waived again and the agent you spoke to agree to waive halfAt this time there are no further credits due on the account, we recommend setting up auto pay at wm.com to avoid any future reactivation chargesPlease 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] WM Cares-Corporate Office

October 4, [redacted] Revdex.com Case# [redacted] RE: Waste Management Account # [redacted] AND FRED Dear Fred [redacted] , This letter is in response to your Revdex.com complaintI would like to apologize for the missed service and billing inconvenience you experienced with Waste Management up to this point In review of your account I show you were not serviced during the time you were cut off due to nonpaymentWaste Management issued an adjustment for one month of $which will reflect on your next invoice Should you have additional questions or concerns regarding this matter, please feel free to discuss it with me at [email protected] or by phone at 713-512-option Very Respectfully, Victoria ***Customer Experience Lead – WM Cares

October 5, [redacted] , WI [redacted] Re: Revdex.com Complaint# [redacted] WM Account# [redacted] , The Revdex.com has contacted us to let us know about the complaint you filed against Waste ManagementI apologize that you experienced issues with your claim and appreciate the opportunity to address your concerns District Manager Matt confirmed he submitted the claim to our insurance company to reimburse you the $Agent Erika [redacted] with Gallagher [redacted] is handling the claim, please reach out to her at ###-###-#### or email [redacted] 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] WM Cares-Corporate Office

January 21, Marvel R [redacted] Dr Se [redacted] , WA [redacted] Re: Revdex.com Complaint# [redacted] WM Account# [redacted] Marvel R [redacted] , Reference made to the above-mentioned Better Business Bureau 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 71*-512-option * Cordially, Nancy G [redacted] WM cares-Corporate Office

February 19, [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 ManagementI apologize that you experienced issues with your billing and appreciate the opportunity to address the problem Upon review of your account, Kathy confirmed she spoke to you yesterday; you agreed to pay half of the removal feePlease 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, Nancy G***

June 9, [redacted] Revdex.com File# [redacted] Re: Waste Management Account# ***-*** [redacted] Dear Ms***, Thank you for your email response, I cannot tell you how sorry I am about the issues revolving around your account and the multiple times you had to call to resolve your complaint to no availI have adjusted your account $35.26- (2-day rental charge & all fees for invoice# [redacted] )Once the adjustment posts to your account I will issue a request to send you a refund of $35.26- and follow up with you once the refund is processed Once again I would like to apologize for the inconvenience and frustration you experiencedIf you have any questions, please do not hesitate to contact me at 713-512-option Very Respectfully, Victoria [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 hope that their trucks continue to pick up our trash each week I do not consider this resolved until we have continuous trash pickup for weeks in a row, but so far we have had our trash picked up out of the last weeks without issue, so it appears that we're on the right track

October 20, [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 ManagementI apologize that you experienced issues with your billing and appreciate the opportunity to address your concerns Raul confirmed he issued a credit for the $bag charges; in addition your account is noted not to service any extra bags without prior permissionPlease 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 This response is the same, non-specific response I've been getting over the phoneIt resolves nothing [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

June 26, Revdex.com File # [redacted] Re: Waste Management Account #***- [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 accountThis 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 forwardFor 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 causedThank you for giving Waste Management the opportunity to correct this issueIf you have any additional questions or concerns, please connect with Waste Management directly at 800-633-7871, Option Very Respectfully Victoria [redacted] Customer Experience Lead – WM Cares [email protected] Waste ManagementWGrandview Road, Suite Phoenix, AZ Tel (713) 512-Option

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: It is incorrect to say I made no mention of services being performed incorrectlyI told Scott who I was told was the manager when I called to cancel my services, he did not return one phone call to me and when I did finally speak to him, he indicated there was nothing he was willing to do, I asked to speak to his manager, he informed me I could leave a message for her but she would not call me back and he was correct she did not, times, over the course of this complaintYour company also has phone calls from me when my yard waste was not picked upI called and told them I watched the truck slow down and not stop in front of my house to pick it up and they stated they would come back around, The next day when the yard waste was still there and I was told that the day previosuly they could not have turned in any reports about missed service because it had not been hours, I indicated that I was leaving town so if it was not going to be picked up I would move it back up by my house, they indicated it would be picked up not to worry, I returned from a business trip days later to the yard waste still in my yard and the grass dead, I called back again and it was finally picked up day before my next service dayAs you can see on numerous occassions I have notified your company about my service problemsI contacted the Revdex.com only after I could not get a phone call back from a manager at your company for several daysPlease note, I asked for the containers to be picked up as of April 17th when I originally called, they were not, my original complaint asks for them to be picked up in a timely manner, they were not, I then asked for them to be picked up by May 15th, they were notI am now days from the original requestAs of this morning they were still on my property (despite your comment they would be picked up last week) Per your indication that this is not the result I wanted, be aware that households have either switched services or will be switching services after I told them about this situation and that you have policies that you do not inform your customers aboutCustomers do not appreciate hidden fine print that you can not produce upon requestAlso, a local HOA will be bringing up for vote switching their neighborhood services from yours to another service provider after being informed that you have policies you can not produce when asked for and hidden fine printI indicated to Scott that I was going to share with them what I had been through when I spoke with him in April and he said to go aheadI hope that you and your management are aware that the amount owed back to be was less than $and your business affected by this complaint is much more than that amountIf I have helped keep anyone from having this happen to them, then it is the result that I wanted I have notified the city of the on going problems with getting these bins removed from my property, and I will agree this is closed when the bins are actually removedI hope this evening when I get home they are so this matter can finally come to a close Regards, [redacted]

October 23, [redacted] Re: Revdex.com Complaint# [redacted] WM Account# [redacted] ***, The Revdex.com has contacted us to let us know about the complaint you filed against Waste ManagementI apologize that you experienced issues with your service and appreciate the opportunity to address the problem Route Manager [redacted] confirmed our driver recovered your trash yesterdayPlease 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]

May 8, [redacted] , [redacted] Re: Revdex.com Complaint# WM Account# 665- [redacted] , The Revdex.com has contacted us to let us know about the complaint you filed against Waste ManagementI apologize that you experienced issues with your billing and appreciate the opportunity to address the problem It was a pleasure speaking with Ms [redacted] today; per our telephone conversation, I agreed to waive the late charges as a onetime courtesy Please allow 3-business days for the reversal of $to go back to your Master card ending in 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, Nancy G***

May 1, [redacted] Re: Revdex.com Complaint# [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-option Cordially, Nancy [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 To clarify Waste Management's claim that I called multiple times to dispute my charges; that is incorrectI only called one time to dispute the charges and that was on Wednesday, August 16, I did call multiple times because my trash had not been picked up

September 3, [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 ManagementI apologize that you experienced issues with your refund request and appreciate the opportunity address your concerns After researching our internal records, a refund request for $was submitted, please allow 4-weeks to receive your refund 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-option 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 Since WM took my over-payments for years I believe there should be some restitution of interest on that moneyIf I didn't pay my bill for years they certainly would have interest, penalties, etcthat I would have to payI told them over the phone today that it was not acceptable that they will not pay any interestThey didn't careThe fact that they never once sent me a statement showing this credit amount or emailed me or called me to advise me that I was overpaying shows a disregard for their customers and how they are now handling the situation confirms it Regards, [redacted]