Waste Management [WM]
reviews and complaints

We contracted with WM years ago for an 8yrd dumpster to service a building we owned with 5 tenants. We sold the building on 4/1 and I requested termination. The new owner declined to continue the service with WM. WM will not cancel the contract since one of the original tenants is still there. they have 4 office employees and don't need the dumpster nor wish to take over the contract. The contracting company "The Heritage Property Management Group, LLC. only existed to own the building and will be disolved once the 2019 taxes are filed. The checking account is already closed.
How do I get this to stop. Our rate doubled in less than 2 years and the dumpster is empty yet we are billed a fuel charge monthly for the driver to pull in then leave.

I have been with WM for over 10 years and the service is declining and every quarter the price goes up. In the past few months I have had to call to have them pick up my recycling at least a half dozen times. When I got the last bill that went up again, I cancelled my service on 6/30/18. Now they are charging me an admin fee for third quarter (of which I'm not a customer) and a container pick up charge of $75.

When I signed my contract over 10 years ago this was not a fee for terminating service.

I get nowhere with customer service. I want these ludicrous charges credited.

I called today to cancel my service. I've been paying $140/quarter. I've already paid through September but I needed to cancel. The CSR on the line, Brittany, was so apologetic and said she could get my prices Way down. She asked why I was canceling and I explained that they've damaged so many trees on our street, that the smell from the landfill this far away is horrible, and that I've had the windshield on my car damaged from crap flying off one of their trucks. She said "Oh, sorry about that." And proceeded to admit there were many complaints about the company. Then she told me it was going to be $75 to pick up each can and that I could not get refund from my quarter statement . (So basically I was going to have to pay $290 for service termination!) when I complained, she popped out, "if you can BE SILENT, I can check something!" What the heck! A short time later, she said, "ok I've canceled your service and you'll get 30% off can pickup" I said "wait a minute, you can pop 30% off pickup but not refund my payment through September?!?! And there's NO Way you can just apply what I'VE already paid to the cost of picking up the cans?" Then she RUDELY said I could return the cans myself. But still no service payment refund. She told me my service was canceled. "Need anything else?" Then I told her she didn't have to be so angry with me. But that I needed to know the final cost/ refund bill breakdown would be. She continued to be rude stating she had no IDEA! This is unacceptable management. This is NOT how a company should be run. This treatment only FURTHER convinced me what a sham WM is. NO TRANSPARENCY, rude treatment, reckless drivers.

On 6/226/19 I made a request for 3 extra bags to be picked up on Friday which is my service day. Friday came around no one picked them up.
Monday I called they re assured me someone will stop by and pick them up. Nope no one picked them up. Tuesday I called same thing no one stopping again I feel my account is not important.
Wednesday I call and asked to speak to a manager
Dante 334 he just gave me excuses he said that someone should be out here today that if I would of called sooner some one would of been here to pick them up. "What" I've been calling everyday and sending emails ? What's going on ? Why am I not being taken seriously? I told him I needed to be compensated for the frustration I'm going thru and for having to re bag the bags everyday. He said yes but he would stop the truck from coming by and he would give me a credit of $5.34 Now that is a joke and a slap to my face .really ? All I need is for my trash to get picked up I pay my bill but I don't get the service I'm paying for . I'm so upset tomorrow is 4th of July and I'm a be stuck with the trash once again. If a fire hazard they are plastic bags and they might catch I fire I need the bags to get picked up ...

Iv been dealing with very belligerent drivers in this city since I moved here. No matter what bill paid and they still won't take my trash. Finally when I got in touch with customer service to tell them about the issues iv been dealing with every week they dispatched someone to empty the trash. The driver busted the top off the trash cans and the bottom. Iv never in my time of dealing with wm had these issues till I moved to this neighborhood. Disappointed with my service since day one. It took 6 months just to get someone else's trash removed from prior tents and broken trash cans I was being cited by the city for. I just hate my service

Put our trash out 5/30/19. Came home and none was picked up. 5/31, called, they said driver said that it was too heavy. I put it out and it was not heavy. Husband called 6/3, was told that 2 weeks trash would be picked up 6/5. Was not picked up. He called Thurs. 6/6 never was called back by route manager. I called 6/7, at 8 am, at 1 pm. At 1pm I was told that we were on the schedule. Driver was doing his usual route and that I would be last. 5:30 pm still no pick up. I called again. She said she saw I was on the route for pick up. It is now 6:45 and there is 2.5 weeks worth of trash in front of our rural home and no response from anyone I asked to have this matter escalated to. I am so furious at the lack of action. I truley believe that the main issue is the driver. About 2 years ago, I was told my trash wasn't picked up due to it being in a harmful spot. I took pictures, and they sent out another driver to assess the issue. That driver filed a complaint on the driver in question. He stated that it was nothing but pure laziness. Now here we are at the weekend. I was told Well no trucks run on the weekend.

10 years with WM and our driver later 50's fellow with mid chest white beard and glasses. He even left Holiday Cards. Picked up of trash in every kind of weather. One dude! Again 1 tough dude rain, freezing rain, snow and bitterly cold. Always a smile, a wave and a hello. When I saw him since mostly I'm at work.
5/27/19 no pickup called customer service stating no pickup explained can was directly across from neighbor but was sitting in my neighbors yard +/- 4'. So the driver could have less wear on himself, one stop 2 cans. 9+ years no issues. Was noted as missed and rescheduled. For 10 years it sat at the same Monday morning location.
6/3/19 7:35am no pickup ran across field to ask two drivers. (red dot) Did I say now 2 people in can! I did! The driver younger reddish beard said not a word. I asked don't you like my trash can? Not a word!
The Co-pilot Salty red beard with glasses kept yelling at me I'm not on his tablet as he's waved it about. Your not on my list, No! I walked around the front of the truck to passenger side I could see our name and address in green on his tablet. I asked him why can I see my name? He said it's not in the right spot! I asked him if he was a surveyor too. And what is the proper spot? Not a word!
My neighbor house with red roof sets on the property line (yellow line) I put my can (black dot) across the gravel lane from my neighbor (blue dot)

I live at 1330 7th St NW Washington DC 20001. Thursday May 16th at maybe 3:15 or after my sister pulls up on 7th and O St. On the side of 1330. To pick up her child. As I'm coming out. The trashan driving say can u move. I say u rude and u have to wait a minute while I put her child in the car. He States he's on the clock. Ok well there is no sign saying no parking here. He say we'll move up so I can dump the trash. And he stands there while I'm putting the baby in her seat. Very scary. So I say u very rude he says... So. And gets in the truck. His partner says I can't work with him you should call. This is him.

We received a notice in the mail stating there was going to be a new trash truck picking up our trash. Since that notification a month or so ago, our trash has not been picked up on a regular bases. It should be picked up on Mondays and Thursdays. We are lucky if it is picked up on Tuesdays and Fridays. We do not have an alley so we have to set our trash containers out by the curb for your convenience, the least your company could do would be to pick up the trash on the scheduled days.

As me and my father were driving down north towards McCall your city paid driver was backing out into the middle of the road with no care about the on coming traffic and when I got out to confront the man he just stated that I saw him backing up and I should've stopped and then After he says that and hears how stupid he sounds he's like no your only suppose to be going 55mph I was going 60mph regardless if I hadn't stopped and swerved my car to the side I would've been dead and my dad badly injured I expect a full investigation to be done and for him to lose his job those kinda of people shouldn't be in control of a vehicle so big and dangerous unless he knows how to use it there was even a school bus that witnessed it all he's a large ginger dude hat doesn't care about endangering kids lives or other people's
If proper action is not token I will be filling a case against your company in hull for protecting such outrageous driving behavior
It's a California license plate (07040E1)

WM customer ID: [protected]

I pay WM to pick up my trash. Last Oct. or Nov. they did not pick up my trash on a scheduled trash pick up day. I called them and after making excuses they said they would send somebody out. They procrastinated until the next scheduled pick up day.
Some pertinent background: Pinal county issues addresses. My address is 29850 North Edwards Road. One block west of my location is: 29850 North Varnum Road. They are also WM customers. For some reason this duplicate number causes great confusion as I have evidence that the United States Postal Service, due to this duplication has cost me over $15, 000 dollars and an unrelated court case some years ago, but I digress. By the way, the neighbors I've talked to also say this Post Office has been incompetent from the beginning.

WM told me after last fall's missed pick up that they put a note in the drivers computer alerting him to the potential problem. The driver is required to annotate each pick up as he covers his route. Evidently he is not doing this, at least not correctly.

Friday, Mar. 22, a scheduled pick up day, they did not pick up my trash. I called them, they said they would get somebody out to pick it up. They did not. Tuesday, Mar. 26, the next scheduled pick up day, WM did not pick up my trash. The next scheduled pick up day will be Friday, Mar. 29. If they pick up my trash, it will have been sitting at the roadside for a week.

I believe Arizona has a law that states the trash shall be picked up at least twice a week. Is this true?

Should I contact EPA or OSHA as this is clearly a safety and environmental issue?

I believe that as a remedy some training is appropriate for drivers and management. Additionally, I believe I should receive a refund for those days I paid for and did not receive pick up service or credit toward the next billing period.

Thank you for your time.

Lane Owen

I have a contract with Waste Management (#500-4469). My practice manager and I called and have had multiple emails over the past 9 weeks. This started with your company being unable to pick up recycling, either because of cars in our lot, or snow, or ice around the recycling bin.
You will find multiple conversations with our previous practice manager Ali since February as well as myself over the past 2-4 weeks. Initially, we were asked to move cars and told that the driver would wait 10 minutes. We moved our cars and the driver didn't wait. That was the beginning of February. February 12 waste management took a picture and there was snow so that was understandable to not pick up. February 19 I got another picture showing that snow was in the way (less than February 12th) so we tried to shovel. We have a contract for plowing and the parking lot was efficiently plowed throughout the winter. Recently, I received a picture from the driver showing ice and he said he couldn't get to recycling. The garbage can, which is right next to recycling, was consistently picked up during this time. Recycling is every other week and garbage is every week. I spoke with the office who recommended I put salt around the recycling bin. I did. Photo enclosed.
Multiple conversations occurred where we tried to come up with a solution for the problem. The primary issue that I am still hearing from your office is that cars are in the way. I have a business parking lot and have had a contract with you for many years without this issue.
It was determined that it would be best if the recycling was picked up before 7 am. I called and spoke to Santana on March 11, 2019 who said they would pick up by 7 am on Tuesday (both garbage and recycling). Melissa, from Waste Management called me later in the day and was not aware of my detailed conversation with Santana earlier in the day, but did let me know recycling would be picked up on Tuesday.
Then I talked to Clay on Tuesday and he documented that the garbage and recycling were both picked up, but THEY WERE NOT! Clay said that he would have both drivers stop again. The garbage was picked up shortly after my conversation with Clay on Tuesday. March 14 I talked to Todd who said there was a recover ticket for recycling and the driver was "on route" at 10:54 AM although the ticket indicated pickup by 7AM. It was the end of that day, and still NO pickup!
I waited for a call from a route manager to follow up with me (that may have been Melissa, but it wasn't clear and the issues were not resolved.)
I did try to see if the driver could call when he was close to the business on March 14 so we could help move any vehicles out of the way (again) so the job could get done. Todd also told me to put salt around the recycling dumpster so it would be easier for the driver to get through since ice was an issue for him this time.

Poor service and repeated conversations with your office and the business office in Arizona getting no where lead me to requiring immediate termination of service and withdrawal from the contract.
I spoke with Melissa and Courtney in Arizona, sent the letter and photos to javilla@wm.com. Today I received a phone call from Yasmin, an account manager, who repeated the story of the cars in the way and offered me $100 for 2 months of no recycling service, nothing for the inconvenience and the multiple hours we have tried to come up with a solution. This was the first time in all of my conversations that I found out the driver couldn't connect with us before he arrived. Why were all of these other people giving me options that really weren't so. Yasmine also told me that they couldn't say they'd pick up by 7, so why did they?

I want to cancel my service with your company with no penalties or extra fees. I believe this is fair in light of poor service, lack of clear communication, and the inability to resolve this before now.
Although Yasmin will say that now they are switching our service pickup to Monday in the hopes that will help. I feel that's too little too late and I am not willing to wait another 2-3 months with potential continued problems.

Attaching photographs and please let me know if you need any further information.

There are also photographs on file at Waste Management showing snow and ice problems, not just cars.
I can get them from them if you need those, too.

Sincerely,

Cynthia Fetzer, DVM
Camden Pet Hospital
[protected]@camdenpet.com

Waste management is not doing our environment any good. I live in a condominium subdivision and have no choice on how the board spends my hoa payment. I am an environmentalist and I am so bothered that this company allows the garbage and recycle trucks to come through every week a dump oil all over the streets in front our place. This oil is messy, slick, and being tracked by vehicles.

Can you imagine paying a company to make the front of your home look like a garbage dump?

I purchased two Rubbermaid trash cans with lids and wheels about 1 1/2 years ago. Recently the trash collectors lost one of my lids. I attempted to get a replacement lid and neither the place where I purchased it or Rubbermaid had a replacement I could purchase. This past week the collectors tossed my remaining lid into the street and it was run over by a vehicle. I am going to purchase two new trash cans and I feel your company should pay for the replacements. These cans were not inexpensive. They were approximately $35 each. Tossing cans and lids into the street or partially into the street is not an unusual occurrence with your company. I realize these men need to hurry, but is it so difficult to toss the cans and lids into my yard instead of the street. I can send photos of the trash cans and a receipt for the replacement cans which I intend to purchase by the end of this week. I have called your office in Moon Township twice now and cannot get a callback from the route manager.

He has zero customer service. I was friendly the whole time and he is short and rude. He definitely needs a class of how to be friendly if he is a face for your company. This is two days in a row now. I certainly feel like he hates his job and does not want to be there. The two kids working smiled and were friendly. Michael, I felt like I was inconvenieing him and just ruined his day by pulling up. He demanded my ID instead of asking. Everytime I he opened his mouth he was short and rude.

On Wednesday, January 16 my residential trash should have been picked up. The road was clear and when calling customer service, the lady told me it was because of bad weather. My husband took a picture and the road was completely clear. Please tell me how many times my trash is going to be delayed. The reason seems like a lie to me. More customers need to complain to make this stop from happening on a routine basis

We have had Waste Management for a long time and we followed their guidelines. At end of contract on the last 12 month lease they upped their charges for the last month or one month early - this was wrong but we did not complain and paid the bill. At end of contract they picked up the container but did not charge us our $175 container removal fee but did send us a bill for another months usage payment at the higher rate. This month we received a bill for $399.99 which included the removal fee and for the added months rent. I made a phone call and they promised to remove that extra months charge for me but told me that we owed $280.78 for the removal fee. When I provided notice the charge was $175 and now they upped it to $256.48 + added all the taxes that they charged us monthly besides the 2 yd fee.

Last year I had to prove that the over stuffed 4 yd container was not our but a neighbor up the road and they still charged us after that and we continued to make calls to have that removed. The last month on the lease they even increased the lock fee to add insult to injury which did no good as people were forcing the new plastic lids up to raid the containers. Very disappointed

Waste management drivers are purposely leaving the dumpsters in front of my car blocking it in. Spoke to route supervisor to resolve issue, but didn't help at all. Drivers kept on doing it. I have take pictures and video of when the drivers leave the dumpster in front of my car. This issue needs to be take up to a corporate level. Drivers need to be retrain or remove from job. Today coming home to find two dumpsters in front of my car is a problem because I have to do the drivers job now.

I received one bill and then stopped receiving them. I called to make a payment and the agent told me I was paying before the due date and I was fine. I waited a little while and then called and requested a bill. I received the bill and then made a payment. When I spoke with the agent she did not state that the bill was due or past due. A then my cans where picked up a week after my bill was paid. I called and a supervisor told me I had to pay a drop off fee or something like that to bring my cans back out. My cans should not have been taken a week after the bill was paid and then to tell me I have to pay a fee to have them returned is totally unacceptable for me.