Waste Management

April 5,
*** ***
*** *** **
*** ** ***
Re: Revdex.com Complaint#***
Shea B***,
Reference is made to the above-mentioned Revdex.com complaint you filed against Waste Management
We received your Revdex.com
complaint, but were unable to locate an account with the information providedIn order to better assist you, we'll need a little more information, can you please provide the name on the account, as well as an account number or the name of your condo or homeowners association, apartment complex or mobile home community, if applicable
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-option
Respectfully,
Nancy G***
Waste Management 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 ***, and find that this resolution would be satisfactory to me
This solution is fine with meI would like a new bill mailed to me with the current amount owed, just so there isn't any more confusionWhen I receive the new bill I will mail in full paymentThank you*** ***

March 16,
Revdex.com Complaint# ***
Waste Management Account# ***
Hello ***,
I apologize that you experienced issues with your services and appreciate the opportunity to address your concernsAt Waste Management, we are committed to
providing exceptional and reliable customer service
After reviewing our internal records, you called multiple times to place the yard waste service on holdOur agent explained your account was suspended due to the nonpayment, and could not make any changes until your account was activatedOur Agent *** confirmed, she reached out to you and, explained the procedure for placing the yard waste on holdIn addition, she adjusted $for the yard waste
Should you have additional questions or concerns or if I may be of further assistance, you may reach me at 713-512-option
Very Respectfully,
Nancy G***
WM Cares Corporate

July 26,
Re: Revdex.com Complaint # ***
Waste Management Account #***
Hello ***,
I apologize that you experienced issues with your cancellation and appreciate the opportunity to address your concernsAt 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
Upon review of your account, you contacted Waste Management on March 6, 2017, to advise you were selling your home and wished to cancel your accountOur agent advised you to call back in two weeks after the close of escrow so we could verify the sale of property and cancel the serviceYou called back on April 27, 2017, and at that time the account had not yet been closed, causing the April invoice to generate and be sent out to youThis has been corrected, and your account has now been canceled as of April 6, Once our billing process the cancel your account balance will be zeroAgain, 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 *** *** **
Very Respectfully,
Nancy G***
Customer Experience Agent- WM Cares

January 15,
*** ***
*** *** ***
***, ** ***
Re: Revdex.com Complaint# ***
WM Account# ***
*** ***,
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
After researching our internal records, our billing department issued an adjustment to zero out your accountPlease 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 *** or by phone at *** *** *
Cordially,
*** ***

June 23,
*** * ***
*** *** **
*** ** ***
Revdex.com Complaint# ***
Waste Management Account# ***
*** * ***,
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 G***
Waste Management Corporate - WM Cares

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaintThank you for the prompt replyI am unsatisfied with your proposed resolution for the following reasons:Lack of details regarding "have taken the appropriate action to identify the cause and to prevent this experience from occurring in the future." I'm unsure exactly what is being referred to in this statementDoes WM mean they have dealt with the issue of the receptacle being placed in a manner which blocks the alleyway/fire safety access? Or do they mean the aggravating problem of me having to report the issue repeatedly to their internal complaints department with no actual correction of the problem taking place here in the real worldI need to know they have taken care of BOTH of these issues and more detail of what was done. I have photos/audio the driver responding to my question of, "Did you know that you were supposed to keep this alley clear?" He indicated to me that he was NOTIf he was telling the truth then necessarily someone in the communication chain between him and the numerous WM reps I reported this situation to over the phone failed to pass the proper information "down-the-line" so he could knowI want to know if the person who failed to pass this information on has been identified and corrective action taken at THAT levelOtherwise the reason WHY the driver (and future drivers...) failed to replace the receptacle properly still remains. If the driver was lying when he said he didn't know then that means he was willfully disobeying/disregarding a directive from his immediate supervisorAs someone with years of experience/training in a supervising capacity at *** I can tell you that failing to follow directives/commands from a supervisor (insubordination) is grounds for dismissal For me to accept any resolution WM proposes I need to know more details regarding their actions, the causes, and specifically whether or not the driver lied to me about not knowing that the alley/fire safety accessway needed to be kept clearIn the "desired settlement" section I wrote, " Re-assign the driver to another "route"." Nothing in WM's response informed me this has take place or acknowlwdeged that this was even mentioned by meAny proposed resolution that results in that same driver cruising past my house with a "all I got was a slap on the wrist" grin on his face is unacceptable to me Let me speak plainly hereI have photos of both him and the serviceman at the rear of the truck which show them looking DIRECTLY at the security camerasThey both knew that there were multiple security cameras pointed in their directionThe driver got out of his truck knowing he was "on camera" and proceeded to walk past the areas covered by the cameras into an area where he THOUGHT the cameras couldn't see him and pissed with a big grin on his faceUnfortunately for him, I had noticed his other "visits" to that area and set up another camera which DID capture what he did What I'm saying is that the driver had been repeatedly using the rear of my house as his bathroom and knowingly evading the security cameras to perpetrate his misdeedsWere it not for my efforts to notice his behavior and take action(s) he would STILL be pissing on the side of my house every trash day Now that he has been "caught" in the act, a simple oral warning of "don't do that again/anymore...) simply isn't good enoughRecalling Back to my supervisory education/training, this type of situation would call for a WRITTEN warning to be placed in his employee record and the scheduled date for his emplyee "review" (with expected pay raise..) would be deferred for 3-monthsWM's response needs to provide more concrete details about what (if any...) disciplinary actions were taken regarding the driver. The driver needs to be assigned to another route (if he is still in the employ of WM...) in order to deal with the possibility of him taking retaliatory actions against the person/complainant (ME)Each time he drives past my house he will have the opportunity to perform some type of misdeed(IE: fail to pick up my receptacle, willfully spill/spread the contents, break/damage the receptacle, the list goes on and on...) Just how long so you think he'll go before trying something...anything in an effort to show his discontent? It would be better for him AND me if he were assigned ANY other route than the one that puts us within contact distanceWM's customer service response to this situation should recognize this volatility issue and take steps (reassign the driver) to deal with it but does notRecognition of "Bad Faith/Distrust". WM's response presupposes that I, on my end, should extend the benefit of the doubt to them regarding their handling of the issues so farI do NOT and that is the proper stance to take at this pointI initially did extend the benefit of the doubt to WM and that good faith/trust would have been justified if the complaint process achieved results in the first or even second attemptThe actual history of events thus far show that while WM may espouse noble sentiments and good intentions, their track record still shows them incapable of or unwilling to deal with this issue properly and in a timely mannerProviding me with the details I mentioned previously in the above sections in this (my response...) as well as reassigning the driver to another route would be taking steps to rebuild/regain my trustI'm not optimistic about that happeningI'm not convinced that WM will even be able to keep that receptacle out of the alleywayI predict I'll be seeing it there again in less than six monthsThis is because WM's response(s) throughout all this fail to recognize and address the reasons why this began in the first place: someone(s) in their organization is being paid to do a job but they aren't doing it and need to be fired/replaced with someone who will.
[Provide details of why you are not satisfied with this resolution.]
*** *** *** ***
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 ***, and find that this resolution would be satisfactory to me
When should I expect a refund from Waste Management? I am sure Waste Management does not expect for me to leave and they keep my payment for services not rendered

March 30,
Re: Revdex.com Complaint # ***
Waste Management Account #***
Hello ***,
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 of the error and to prevent this experience from occurring in the future
After researching our internal records, you called on March 3, 2017, to report we missed your trashOur agent advised you that your January payment was not received and the account was suspendedYou disputed and stated you made the payment, and our agent requested proof of the payment so that we may researchYou provided proof of payment, and our billing department located it on March 29, 2017, and it will be applied to your accountOur agent, Jeanne, confirmed she spoke to you and explained that your payment was made to the wrong account, and to call your bank to ensure they correct your account information. Again, 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 at 713-512-option
Very Respectfully,
Nancy ***
Customer Experience Agent- WM Cares

December 30,
Re: Revdex.com Complaint # ***
Waste Management Account #***
Hello ***
I apologize that you experienced issues with your claim 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 of the error and to prevent this experience from occurring in the future
Upon researching your account, On December 21, 2016, you contacted Waste Management to report our driver damaged your gateOn December 27, you called again stating you still have not received a call regarding the damageWe reached out to our District Manager, *** who conducted a site check on December 29, 2016, and reported the damage claim to our insurance company *** *** in our corporate office, contacted you and provided you with the claim number, and that *** *** will be in contact with you regarding the claim
Should you have additional questions or concerns or if I may be of further assistance, you may reach me at *** *** **
Very Respectfully,
Nancy G***
Customer Experience Agent- WM Cares

February 7,
Re: Revdex.com Complaint #***
Waste Management Account #***
Hello ***,
Thank you for taking my callPer our discussion, your canceled account is at a zero balancePlease see the attached invoiceI will follow up with you once the
online system is updated to reflect the zero balance as wellAgain, 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,
Jeanne D
Customer Experience Agent- WM Cares

February 17,
*** ***
*** * *** ***
*** ** ***
Re: Revdex.com Complaint#
** *** ***
*** ***,
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 Dustin confirmed our driver serviced your recycle todayIn addition a 3-month credit was applied to your account for the recyclePlease 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,
*** ***

May 13,
*** ***
*** *** **
***, ** ***
Re: Revdex.com Complaint# ***
WM Account# ***
*** ***,
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 *** attempted to reach you at *** and was unsuccessfulPlease provide the best telephone number you can be reached so that we can resolve your service complaintIn addition a credit was applied to your account for the service failure
If you have questions or comments regarding this matter, please feel free to discuss it with me at *** or by phone at *** option *
Cordially,
*** ***

January 8,
Re: Revdex.com Complaint# ***
WM Account# ***
*** * ***,
It was a pleasure speaking with you today; per our telephone conversation, you requested to keep the account closed
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 G***

*** *,
*** *** ***
*** *** **
*** ** ***
Re: Revdex.com Complaint# ***
WM Account# ***
*** *** ***,
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 cancellation request and appreciate the opportunity to address the problem
*** *** *** signed a Service Agreement (“Agreement”) with Waste Management which took effect on *** *** for thirty six (*6) months Please see attachment
*** *** *** was required to send in a written certified letter (See Section 10(e) of termination, at least (90) days, prior to ***via certified mail in order to cancel and avoid any penalty fees
*** *** ***, can still elect to cancel the Agreement; per Section of the Agreement, will contractually owe liquidated damages for early termination
If you would like to cancel before *** *** the Liquidated Damages fees will be $66*plus $removal fee including any applicable taxes or feesIf you cancel after *** *** the early termination fee will be $**plus the $removal fee including any applicable taxes or fees
If Merry, Nadine Cross would like to continue with the cancellation, please contact *** *** *** *** at ###-###-#### or email ***
Cordially,
*** ***

When I moved in didn't have to pay for garbage I told my complex management when my lease is up I'll start waste management next I get a letter from collection I had to send in my lease resolved now I wasn't receiving a bill I get one its in my neighbors mail box I paid it $then I get
another bill for $I called the run around I get put my garbage can out they wouldn't take it I got upset and called them to get there cans tickets hazardous waste what I want is to know what was going on to start my garbage pickup my garbage can number *** My account ***

Terrible! "ITSeasytotakeyourmoneythendontexpectathing" should be the nameZero customer serviceZero communication! Expect to pay more, be ignored, and MANY delays! First they gave me their old address which *** told me was undeliverable after attempted delivery Stuck me with that shipping double chargeThen they didn't process my paperwork or my credit card and told me I didn't pay yet Then they used my credit card info and made another random charge several days later!

*** **,
*** ***
*** ** *** **
*** ** ***
Re: Revdex.com Complaint# ***
WM Account# ***
*** ***,
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, *** confirmed he explained your price increaseI would like to take the time to apologize for the frustration caused by this situationWe have sent this to our local call center *** for additional training and or coaching of our customer service representatives
If you have questions or comments regarding this matter, please feel free to discuss it with me at *** or by phone at ###-###-#### option *
Cordially,
*** ***

August 15,
Re: Revdex.com Complaint # ***
Waste Management Account #***
Hello ***,
We will continue to monitor your account for the next month to ensure there are no service failuresAgain, 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-option
Very Respectfully,
Nancy ***
Customer Experience Agent- WM Cares

April 4,
Revdex.com case * ***
Re: Waste Management Account* ***
Hello Will,
In response to your last comment, upon reviewing your account, the only reported miss was on September of In and 2017, there are no recorded service issues on your accountPer our refund policy, it states on your invoice’s, that you are paying for a subscription service; by paying your invoice, you agree to continue service during the specified timeIf you request to cancel your service early, you forfeit your prepaymentIf you would like, we can resume your services, for the remaining period
Should you have additional questions or concerns or if I may be of further assistance, you may reach me at 713-512-option
Very Respectfully,
Nancy Giblin
Customer Experience Agent- WM Cares