Waste Management

September 28, 2015
 
[redacted]
[redacted]
[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] or by phone at 713-512-6200 option 3.
 
Cordially,
Nancy [redacted]
WM cares-Corporate Office

May 15, 2017
 
Re: Revdex.com Complaint [redacted]
Waste Management Account [redacted]  
 
Dear Ms. Perry,
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 of the error and to prevent this experience from occurring in the future.
 
On May 8, 2017, you contacted Waste Management to advise that your trash was not completely emptied. Our District Manager, Ted, contacted you to ensure that the trash has been removed.  Our driver has also spoken with you explaining our automated truck system, in case trash gets stuck in the container. Our District Manager will do an inspection on Monday, May 15, 2017, prior to and after the collection, to ensure all trash is removed.  Our agent, Jeanne, will follow up with you for one month to ensure service is being completed.
 
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,
 
V[redacted]
Customer Experience Lead – WM Cares
[email protected]
Waste Management[redacted]
[redacted]
[redacted]

September 28, 2016
 
Revdex.com Complaint# [redacted]
Re: Waste Management Account# [redacted]
 
Hello Sterling,
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.
After researching our internal records, I have requested to have your refund of $21.89 approved. Please allow 4-6 weeks to receive your refund. 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.
Thank you,
Nancy [redacted]
Customer Experience Lead – WM Cares

January 8, 2015
 
[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 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

November 17, 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 service and appreciate the opportunity to address the problem.
Route Manager [redacted] confirmed he spoke to you today; and has placed notes for driver not to miss your service. He is conducting a site survey for the next three weeks and will follow up with you once completed. If you would still like to cancel your service please feel free to discuss it with me at [redacted] or by phone at [redacted]
 
Cordially,
[redacted]

August 18, 2016
 
Revdex.com Complaint# [redacted]
Re: Waste Management Account# [redacted]
 
Hi [redacted],
Your next billing cycle will be in September and once processed your account balance will be zero. 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

Re: Revdex.com Complaint #[redacted]
Waste Management Account #[redacted]
 
Hello [redacted],
 
After further review, your account was acquired from [redacted] in 2014 as a commercial route in a commercial development with a one-yard dumpster. With your approval, two 96-gallon containers replaced the one-yard metal dumpster as a safety issue with the same level of service on the commercial route, but this did not create a residential account, and we apologize for any misinformation. I have spoken to the local Route Manager who has also advised that the charges are within normal range for the container as well as toter service for your route. A credit balance on the account of $86.32 will be refunded to you. Please allow approximately 4 to 6 weeks for this process. No further credit will be issued. 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,
Jeanne D.
Customer Experience Agent- WM Cares

March 3, 2015
[redacted]
[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 3.
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.  
Unfortunately, this does not satisfactorily address the issues I raised. I appreciate the offer of a lower rate, although if I remember correctly, the rate I was offered on the phone was $80/month (she never emailed it to me as she had told me she would) and the rate in your most recent communication appeared to be $50/pickup, which would end up being about $100 a month plus whatever fees Waste Management decides to add on top of that. Even at $80/month, the rate is quite high for our size of dumpster and number of pickups. It still does not make up for the fact that Waste Management can at any time and for any reason raise our rate without our having any say-so at all. Second, thank you for informing of us of our right to opt out of the $7.75/month container exchange fee. I don't believe the initial bill had any sort of opt-out notice in it, unless it was by not paying the bill, which would, of course, end the relationship with Waste Management.  Still, we were informed AFTER Waste Management purchased Capital Waste that our container would be exchanged. It has not been. Therefore, I believe the $7.75 a month should be refunded, especially since it wasn't supposed to be a mandatory fee and was not in the contract.Third, the "low wires" and "snow" were stated reasons for not servicing us. You failed to note that I attempted for three months to get WM to pick up our trash. When I finally got ahold of somebody (by sending a registered letter to WM headquarters), they told me that snow was the reason. We made sure the access way was clear. It still was not picked up. When I called again (they didn't call me), I was told low wires were the reason. I called the utility company out who immediately dispatched their people, who determined there was no issue with the wires. Only when we called and complained about this was our trash actually picked up, after three months of trying to contact Waste Management. You can check your records or I can provide mine. Thank you for the $50.61. It was a nice gesture after three months of paying for no service.Fourth, I should not have to contact the Revdex.com, attorney general, or your corporate office every time I have a service issue, and we wish to be able to reasonably plan our expenses without arbitrary charges every time Waste Management decides they need more money from us. Thank you.Sincerely, [redacted]

December 30, 2014
 
 
Re:  Revdex.com Complaint ID #[redacted]
 
 
WM Account # [redacted]   [redacted]
 
       
Mr. [redacted],
 
Reference 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 resolution; we appreciate your time and patience.
 
If you have additional, questions or concerns please contact us at [redacted].
 
Regards,
Victoria H[redacted]
Customer Experience Agent- WM cares
 
Waste Management
[redacted], [redacted]
[redacted]

April 10, 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 to address your concerns. 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, you called multiple times to report service issues. We alerted our operations team, and they attempted to reach you at [redacted] and were unsuccessful. Please provide the best telephone number you can be reached so that we can resolve your service complaint.
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

[redacted]
 
[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 [redacted].com or by phone at [redacted] option 3.
 
Cordially,
[redacted]
WM cares-Corporate Office

Revdex.com:
This letter is to inform you that Waste Management has carried out to my satisfaction the resolution it proposed for my complaint, filed on 1/31/2015 1:51:07 PM and assigned ID [redacted]. I received the settlement I required.
Regards,[redacted]

February 20, 2015
 
[redacted] W [redacted]
PO Box [redacted]
[redacted], [redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted] W [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

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.  
WM has only partially resolved the service issue at hand. WM did not pickup our solid waste on our agreed upon scheduled pickup day of Wednesday, 26 July 2017, until the following Wednesday, 02 August 2017. On that day they picked up the then week old trash and collected their carts. We still expect a refund of the remainder of our prepaid service fees, paid through 31 August 2017.
Regards,
[redacted]

I have the contract that we signed that said WM would be giving us 2 free trash cans. No where in the agreement does it indicate that those trash cans remained the property of WM, leaving anyone that reads the document to understand that those trash cans are given to us to keep. In addition to the written document that was provided showing they would give us 2 free trash cans, there was multiple verbal confirmations at the time of signing the agreement that the trash cans belongs to us. I've attached a scanned version and a picture version of the document. The picture is because my signature doesn't show up on the scan.

November 17, 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 billing and appreciate the opportunity to address your concerns.
After researching our internal records, we received a total of two payments. First payment was on April 06, 2015 for $109.62; second payment was on October 07, 2015 for $94.23. In addition, a credit applied to your account for $42.86 to cover the difference on the correct container size. Currently your balance is $118.83, if you made any other payments please send a copy of the payment to the email address below and I will be happy to research. 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,
N[redacted]
WM Cares-Corporate Office

May 27, 2015
 
[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 3.
 
Cordially,
Nancy G[redacted]
WM cares-Corporate Office

June 23, 2015
 
[redacted]
 
Re: Revdex.com Complaint# [redacted]
Waste Management Account# [redacted] 
 
Dear Mr. [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.
It was a pleasure speaking with Mrs. [redacted]; per our telephone conversation, she confirmed our driver serviced the trash yesterday. 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 *. 
 
Cordially,
Nancy [redacted]
WM cares-Corporate Office

August 6, 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 and appreciate the opportunity to address your concerns.
After researching our internal records, your refund request is submitted for $569.84. Once I receive confirmation the check has gone out, I will call you with the check number. 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