Waste Management [WM]
reviews and complaints

We continue to get charged for an "over flowing" dumpster that is NOT over flowing, but simply used to its capacity. The Dumpster area is left clean, there is no debris or trash on the ground and the driver always has access to the service it daily. The first few times we were charged I contested the charges but then I went ahead and increased the service days to avoid any mess. I am now being told to increase more than 5 days' a week (NO!). Our building is only open 5 days a week, why would I have it serviced more than that?

Look at the picture I am providing, the trash is simply to the wall, not pouring over it or falling all over the ground. I feel it is a scam to get your clients to pay extra for a dumpster we already pay to use! We pay to use 100% of the dumpster, not a portion of it.

5/28/2021
Rodney Gause
293 Merrimont Dr
Blythewood SC 29016
[protected]

I am having a problem getting the drivers picking up my recyclables. There were no unauthorized waste in the bin. I have had this happen a few times already within this year. I have reached out to the local department and expressed my grievances. I am going to the next echelon in hopes that this issue be addressed with the unprofessionalism

We cancelled our service with Waste Management on 05/26/21 due to missed pick ups (which we are never credited for) and continual price increases. We were told we would be charged $99.50 for the cart pick up. We asked if we could drop off our cart and are being told we are not allowed to. This charge is totally unreasonable and customers should be provided an alternative. Perhaps we need to start attending some city council meetings and push for city provided waste disposal like some of our other neighboring cities (Twinsburg and Cuyahoga Falls). Without resolution, we will take this up with the BBB, our local representatives, and take this to social media. WM should be ashamed of themselves.

Hi my name is peggy annette of Croydon i wasn't looking for any trouble whosoever i didn't want the township getting angry with us about the over flowing of trash thats why i messaged the compnay about it they sent me a serious manner paper in the mail i apologize if ive done any wrong i just wanna figure everything out as a grown adult

Service rep pushed the cart removal fee. I argued that I'm not cancelling service, therefore should not incur the fee.
He eventually hung up on me for arguing with him.

I plan to press the issue.

Consider the language on the invoice they send out:
"This invoice constitutes an offer by WM to provide service to you for a specified period. By paying this,
you agree to continue service during the specified service period and to the terms of service at
www.wm.com/OMR, with no refund (whole or partial) for early cancellation, unless such refund is required
by law, regulation or contract. If you cancel services, you will be assessed a Cart Removal charge of up to
$75 plus applicable taxes and charges including fuel surcharge, environmental charge and regulatory cost
recovery charge."

It is an offer for service. The customer is under contract for an individual service period. If at the end of a service period the customer chooses not to renew for another service period, said customer is NOT CANCELLING service. Not renewing is different from cancelling. It's word play, but an important differentiator. Their claim is they are charging the fee due to cancellation. Since their assertion is wrong, the fee should not be charged.

Any lawyers out there that can slice and dice their word jumble and show that charging the fee is a deceptive practice designed simply to bilk departing customers out of a $75?

On Wednesday, May 12th @ ~10:37am, a rock from a Waste Management truck hit my windshield, causing it to immediately crack and spread across. I have attached pictures of the truck, which also has the truck number associated. This incident occurred on the highway in Duncanville, TX. You will see on one of the pictures how far of a distance I was behind the truck; however I could not avoid the rock damaging my windshield. Today (Thursday, May 13th), I dropped my vehicle off at Park Place Mercedes in Arlington, TX for them to provide me with an estimate of how much it will be to complete the windshield repair. My vehicle is currently in their possession and they will be sending me the estimate tomorrow (Friday, May 14th). I can email it to whomever is assigned to supporting me with this complaint once they reach out.
I look forward to hearing from you. My contact information is below.
Thanks,
Kianna Thompson
[protected]
[protected]@gmail.com

I ordered and paid for residential pick up service at zip code 29047. Almost a month ago. They have not done anything (no container much less pick up) but baffling excuses many of which were just outright lies tooted in false promises. I have been in food beverage and dealt with various companies for nearly 40 years. This is the most incompetent company I have ever dealt with in my life. I am well known and respected not that that should make a difference. Would love to leave a customer number but last two (of many tries talking to them) they claimed they were not valid (while I was staring the number down). This has caused incredible circumstances and anguish.

ID # [protected] Incident #[protected]
I am John Enns 2968 Bancroft Drive Chico CA
Anybody walking by can throw something in recycling container it is out on the street from Thursday afternoon to Friday when you pick it up.
Even if you take a picture of recycling container with recycling in it I can not be responsible for what is in it for reasons stated above.
You are being unreasonable.
You can put a lock on container that only unlocks when your truck picks up recycling and I would have one so I can put recycling in it and lock has to only work on my container
Then you can send me this notification letter about wrong stuff in it.
Otherwise don't send me any more of those notices!
Thank you
John Enns

Our association has been trying to get rid of our service with WM for 2 years. We were finally able to discontinue the agreement and they are now trying to charge us $266 to pick up their container off of our property. The container is their property, not ours. They are responsible for removing it. Second, they left it sitting there for one week past the agreed pick up date. The new service had to move their container out of the way in order to place theirs and we were charged $30.

It is difficult to find a customer email address. It is not readily available. The website and virtual assistance leads customers in circles. I believe their reason for this is to avoid written conversations. Once you call, you can never get the same person, and of course, they have no record of your previous call.

When we finally got an email, the response was a cancellation notice - even though our service ended last March.

Last, the initial reason we kept trying to cancel our service was the automated increases each year. We were up to paying twice the initial amount. Granted, one needs to read the small print of the contracts, but for a layman, it is not only very small, it is lengthy legalese, which many folks have a hard time with.

They have a history of shady business practices, evidenced by the numerous complaints.

I have contacted the waste management office on three separate occasions about service at my home. I have had a full recycling bin for three weeks straight. I made a complaint over the phone on two separate occasions. I was assured that my recycle would be taken on 4/26/21 and if I had any additional recycle to place it on the side of the garbage. It has not been taken away! I am afraid that if this continues I will have to cancel services. I would like a refund for the missed pick ups or credit applied to my account! I pay on time for timely service and expect the same in return.

Customer id # [protected]

On March 13, 2021, I cancelled my service with Waste Management (Customer ID 8-94238-43002). I was told that I would be subject to a $75.00 Cart Removal fee. I told them I didn't know about this and they stated that I agreed to it because my they have the following statement on their invoice:

This invoice constitutes an offer by WM to provide service to you for a specified period. By paying this, you agree to continue service during the specified service period and to the terms of service at www.wm.com/OMR, with no refund(whole or partial) for early cancellation, unless such refund is required by law, regulation or contract. If services are cancelled, you will be assessed a Cart Removal charge of up to $75 plus applicable taxes and charges including fuel surcharge, environmental charge and regulatory cost recovery charge.

This statement appeared on my bill for the service period 04/01/2020 through 03/31/2021. I did not notice it and I did not sign anything saying that I had read this statement or that I agreed to these terms. I did, however, pay my bill in full for the service that was supposed to end on 03/31/2021.

On April 21, 2021, I received the attached invoice in the amount of $96.55. It indicates that I have a previous balance of $241.13 and that I have been credited $144.58 in pro-rated charges. It also shows the $75.00 Cart Removal fee.

I don't know how I could have a previous balance when I cancelled the service in March. They are charging me $21.55 over and above the $75.00 cart removal fee which I did not agree to.

I am asking Waste Management to voice this invoice and consider my account closed and paid in full.

Trash can often dragged excessively beyond where it was place. A few times far away as 50ft. Recycle can was removed without notice or warning. have to wait another week for replacement. Mean time I'll have to tie everything together to be placed out without container.

To WM's credit communication was quick and cordial both in chat and phone. The manager was on the phone in just a few mins. She was cordial and respectful but limited by company's policy. I was expecting my removed recycle can to be replaced today but she could not offer anything sooner than next week on next collection day.

Customer Service Rep Ryan Cohn could not get my address correct. I ordered 2 pick ups per week. They could not accommodate that so I ordered a larger dumpster. The larger dumpster never arrived but a $900 bill did. I spoke with Ryan Cohn who unfortunately ha been assigned to my account. He assured me that he would work with his accounting department to resolve the overcharges. As of today, my account still has a balance of over $1000.

Our entire street is often ignored and our trash is not picked up. When residents call to complain they are told that a truck will be sent but a truck never comes.
Our recycling is only scheduled every 2 weeks, yet when I input my address into wm database the schedule that pops up clearly states that my trash/recycling and yard waste will be picked up every week. For the past 9 months this has not been the case. We pay $89 every 3 months, as well as $7, 000 a year in taxes, but services are not rendered as stated.
Account #[protected]

Property Location: 6436 San Juan Avenue, Jacksonville, FL 32210
I placed my waste which consist of twigs, small tree limbs inside a 50 gallon rubber trash can in the space for waste pickup on Monday 3/29/21 at 6:30am. Tuesday 3/30/21 6:30am the waste was still there. FIRST called, Spoke w/Ms. Debbie who assured me it will get picked up that day.. it did not, so I called a SECOND time on Thursday 4/1/2021, Spoke w/Ms. Debbie again, she assured me that they would pick it up today. I stressed to her I leave at 4:00 pm today and were closed Friday and didn't want to leave an empty trashcan on the curb till Monday. By 3:30pm I called THIRD time, spoke to Ms Debbie, which was a waste of time and she could give a rats [censored] if my waste gets picked up or not, became very agitated and said she is just a 3rd party and referred my info. to the manager and then she offered me a telephone number to call and complain to the city. I declined the number because I already had it, so I ask to speak to a manager and was told he was gone for the day, so I pulled my waste back on my property and decided to file this complaint. This is not the first time I've called for waste pick up.
Thank you
Denise Peterson

I have been a WM customer for more than 30 years. For the most part, I have received quality service. My account number is tied to the phone number that I identified for this complaint.

Trash day is every Wednesday. Yard waste is every other Thursday.
3/17: trash day
3/18: yard waste day
3/19 (Friday)-I called WM because I had 10 trash cans full of yard waste that had not been picked up on 3/18 as expected. I also told him that the yard waste pick up day of 3/18 was also note within the WM app. The man that I spoke to was very polite. he said that he wasn't sure what happened with the yard waste not being picked up on 3/18. he also said that he checked the system to see if there was some type of service issue that would explain why the yard waste wasn't picked up and there was none. He submitted a special request to his supervisor to request to have the yard waste picked up.

3-22: called WM as the yard waste was still not picked up. The woman that I spoke to told me that the yard waste for my area didn't start until April 1. She also said that there are many new WM customer service reps and that the person I spoke to was new.

She said that she did check the notes from the 3/19 call and saw the note from the man I spoke to. She did see the request he submitted for a special pick up. She told me that a supervisor denied the request for a special pick up of yard waste because it wasn't supposed to start in my area until April 1. I explained to her that the WM app showed that the yard waste was scheduled for 3/18. She told me that there was an issue with the graphic designer who maintains the app and that 3/18 was not an accurate day for yard waste.

She said he made an error with identifying the yard waste as 3/18 and that the first day for yard waste in my area is April 1. I told her that someone should have called me after the supervisor denied the request to do a special pick up when I called on 3/19 to let me know that the yard waste would not be picked up until April 1.

she told me she would submit a request to have the yard waste picked up as bulk trash since this was a mistake made by WM. the only other option was to wait until April 1 when the first yard waste was scheduled to start.

I decided to wait until April 1 for the yard waste pick up because it would be too difficult for me to remove the yard waste from the trash cans and put them into plastic bags due to my having multiple surgeries to my right arm due to cancer.

4-1: I called WM to confirm that the 13 trash cans that are full of yard waste would be picked up. I spoke with Angelica. I explained the history of what had happened previously with the 3-18 yard waste pick up date. Angelica said that the yard waste wouldn't be picked up until 4-8. I explained to Angelica the history of the 3-18 yard waste date along with the history of the first call that I placed to WM on 3-19. I also told her that I was looking at the WM app that clearly states that the yard waste is scheduled for April 1.

Angelica told me that all I need is a calendar that identifies the yard waste pick up days. I explained to her the history again of the 3-19 phone call to WM regarding the incorrect yard waste date, the error that was identified why the WM graphic designer who incorrectly identified the yard waste day as 3-18. I also told her that I when I called WM on 3-22 the woman that I spoke to told me that the first yard waste day is 4-1. I triple checked the yard waste day and was told that it's 4-1.

Angelica kept telling me that I need a calendar to tell me what day it is. I requested that she submit a request to have the 13 trash cans full of yard waste picked up before 4-8. I asked Angelica why the yard waste dates are incorrect in the WM site. She said she would notify the graphic designer about the error. The WM app is once again showing me incorrect dates for yard waste trash days for the rest of 2021.

Angelica refused to submit a request for a special pick up. I asked her to escalate this call to a manger which she said she would not do. I also told her that I am out of trash cans at this point. I don't have anywhere to put my regular trash.

Angelica's only way of resolving this issue was to send me a calendar that would have the yard waste dates defined on it. She refused to submit a special request to have the yard waste picked up prior to 4-8. She refused to escalate the call to a supervisor. her only method of resolving the issue was to send me a calendar.

This entire experience of the WM yard waste pick up date error has been nothing but frustrating. WM made the error with publishing an incorrect yard waste day. the request to a special pick up day for yard waste being denied but no one told me, the customer. The 4-1 call with Angelica WM was the most frustrating call of all. The first call that I made on 3-19 was with a man who was very polite and tried to assist me by requesting to have a special pick up for yard waste. He was very polite, listened to the issue and worked with me to provide a solution to the problem.

The call made on 3-22 was frustrating based on learning the mistakes that were made by WM. but the woman was polite and worked with me to resolve the issue.

The call that I placed today 4-1 was noting but frustrating. Angelica had no interest in listening to what I was calling about and why I was calling. I explained to her the errors that were made by WM. She was condescending to me when she offered a calendar to me as the only option. With the first two calls that I made on 3-19 and 3-22 both were frustrating based on the errors made by WM, but the customer service that I received was very good. Both customer service reps identified a way to help to resolve the situation.

The call that I made today 4-1 speaking to Angelica was nothing, but frustrating. Each of the three calls that I made to WM were due to errors made by WM. The only difference is that with the calls made on 3-19 and 3-22 involved two customer service reps who provided quality service and understood why the situation that I experienced was frustrating.

The call that I made today, 4-1 to report another error made my WM was nothing but frustrating. I called WM three times in two weeks about errors made by WM. It was very clear to me that Angelica had no intention to resolve the issue. At this point, I have no faith in WM being able to accurately communicate when the yard waste will be picked up.

All I asked for was to have my 13 trash cans full of yard waste picked up today 4-1 which is what I was told is the correct yard waste pick up day during the 3-22 call to WM and based on what I represented in the WM applicationwebsite. I am out of trash cans. And the proposed option of having me wait another week for this to be picked up due to WM communicating an incorrect date is not acceptable. I am requesting that this yard waste be picked up 4-2.

Thank you.

I made the mistake of trusting Waste Management. I don't get paper bills, I pay online automatically from my account. I got a text saying my bill for three months was $232 one of my neighbors said they pay $60.00 every quarter. I called because I looked back and noticed I paid approximately $844 last year. $600 more than I should have. They basically said if you don't check your bill and call in, we are going to screw you, and when you finally catch it and call we will lower it but not compensate you for the over charge we snuck into your bill. I am fuming over this abuse of a long time trusting customer. Plus they hung up on me when I told them I wanted to be compensated and would get in touch with the BBB.

My Next-door neighbors have sewage running in my back yard and it has been like this for a couple of years now I can't stand the smell And I have been telling them about this for a year and still nothing has been done about it my address is 977 Highway 6 W. Oxford, MS 38655 it is coming from apartments right behind my address my name is Ben Mcphail my number is [protected] thanks

i will attached several photos if the incident and some from when i arrived arrived home and the next day, On March 9, 2021 i have waste management spick up a bulk pick up (4 items) i had 2 mattress that had to be put on plastic for some reason one came on had fallen of and driver refused to take due to no plastic, so he left it behind and put against an empty trash can, a smart per son would know that this mattress would not STAY leaning on an EMPTY Trash can and fell over on to my mail box damaging. I have left several messages and many apology's but no resolution. All i need is to get my mail box t be replaced. I have been going to to post office every day to pick my mail ever since incident due to my damaged mail bix.