Waste Management

[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 your attention to this matter [redacted]

September 21, [redacted] Re: Revdex.com Complaint# [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] [redacted] Cordially, Nancy G [redacted] WM cares-Corporate Office

January 19, 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 concernsAt Waste Management, we are committed to providing exceptional and reliable customer service, and the experience you received does not reflect our standardsWe 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

April 22, [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 comments regarding this matter, please feel free to discuss it with me at [redacted] [redacted] Very Respectfully, Nancy G [redacted] Customer Experience Team Lead - WM Cares

May 27, [redacted] Re: Revdex.com Complaint# [redacted] Waste Management Account# [redacted] [redacted] Dear [redacted] , I apologize for the delay in following up with your complaint, it is determined we need to conduct a site survey with our driver to determine the appropriate placement for your containers; we appreciate your time and patience while we continue to research and resolve your 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] option Cordially, Victoria H [redacted] WM Cares-Corporate Office

November 13, [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 service and appreciate the opportunity to address your concerns It was a pleasure speaking to you today; per our conversation you confirmed we exchanged your containersIn addition a credit applied to your account, 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

October 4, Revdex.com File# [redacted] Re: Waste Management Account# [redacted] [redacted] I wanted to take this opportunity to most importantly, apologize for your recent service experienceWe take these concerns very seriously and will immediately take action to correct them It was a pleasure speaking to you today; thank you for confirming our District Manager [redacted] contacted you and the service failure was resolvedIn addition, I will continue to monitor your account for the next month to ensure we do not miss your trash Should you have additional questions or comments or if I may be of further assistance, [redacted] Very Respectfully, Nancy G [redacted] Waste Management Corporate - WM Cares

May 31, [redacted] Revdex.com File# [redacted] Re: Waste Management Account# ***-*** [redacted] Dear Ms***, Thank you for taking the time to speak with [redacted] regarding your billing issueUpon review of your account, you pre-paid $Upon your initial call in February when you ordered the container, the charges were explained as an estimated totalThe fuel & environmental rates may fluctuate with the price of gas, amount of debris and time the container is on site The rental charge of the container is $per day and started on the delivery day 2/25/and ended the day we removed our container 3/2/2016, for a total of seven days I sincerely apologize for the frustration caused due to not receiving your invoicesI have attached the three invoicesAs previously mentioned an adjustment of $posted to your account and no further adjustments are due Should you have additional questions please feel free to reach out to me at 713-512-option Very Respectfully, Victoria [redacted] WM Cares Corporate

June 2, Re: Revdex.com Complaint# [redacted] WM Account# [redacted] Hello ***, In response to your last comment, Account Manager Michael confirmed, he spoke to you yesterday; is working on resolving your complaintAgain, 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- [redacted] * Cordially, Nancy [redacted]

August 11, [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-option Cordially, Nancy [redacted] WM cares-Corporate Office

I read and understand your response and therefore, I accept Waste Management's resolutionHowever, this is the same resolution that they have claimed in three previous contacts with the company's customer support and billing departmentsYou may close this Revdex.com filing, but if the problem reoccurs, I will open another inquiry.Is there some assurance I can get from Waste Management that they have not submitted any negative credit report actions?Thank you for your time, [redacted] ***[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] , 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] option Cordially, Nancy Giblin WM cares-Corporate Office

June 6, Re: Revdex.com Complaint # [redacted] Waste Management Account # 201- Hello [redacted] , In response to your last comment we did receive your payment of $thank you Our records indicate a change in your billing city and zip codeYou balance was $318.20, which include $in late chargesI issued an adjustment for $15.84, leaving a zero balance on your accountAgain, 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-option Very Respectfully, Nancy G [redacted] WM Cares Corporate

September 23, [redacted] ** [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 experienceWe 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 $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-option Very Respectfully, Nancy Customer Experience Agent- WM Cares

February 17, [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 [redacted] or by phone at [redacted] option Cordially, Nancy G [redacted] WM cares-Corporate Office

September 28, Revdex.com File# [redacted] Re: Waste Management Account# [redacted] , KEVIN Hello Mr [redacted] , I wanted to take this opportunity to most importantly, apologize for your recent billing experienceWe take these concerns very seriously and will immediately take action to address them We have attempted to contact you at the number your provided, [redacted] , and have left you several messages to return our call to review your billing concernsAfter reviewing the account and the payment history, we have determined the resume charges are valid on the account due to when payments were receivedYou spoke with a customer service agent on 09/22/and they were able to waive one resume charge for you as a one time courtesy Due to the additional late payment that was made 09/22/is subject to another resume chargeWe have removed the most recent resume charge and your account is paid thru the end of November Going forward your invoices are generated on a quarterly basis, March, June, September and December The payment is due by the end of the month in order to be on-time 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

February 25, Re: Revdex.com Complaint # [redacted] Waste Management Account # [redacted] [redacted] Jeanne confirmed she spoke to you today and you billing issue was resolvedPlease 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

August 3, [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 After researching our internal records, an adjustment applied to your account for the declined payment and the reactivation chargePlease 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

February 17, [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 [redacted] @wm.com or by phone at [redacted] option 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.] Regards, I believe that if your company truly cares about customer service, honors good business practices, and wants to make this issue right, this company should credit any person that had an issue with that surprising, pick up time changeIt was very inconvenient for a lot of people and simple not fair to not call or email customers of this changeAgain, let me be clearThis is all about how I was treated after the issue, not because of the issue