Waste Management [WM] review: Hostile to elderly and rural communities

WM refuses to provide service to my elderly aunt's residence and refuses to speak with her about her problem with them, let alone work with her. They bully and stress her with harassing phone calls and letters and are now threatening to take her home. The whole story is summarized below:
• For at least 15 years or longer, WM faithfully picked up the trash bins in front of my elderly aunt Jeannie’s rural home on a dirt road in the Antelope Valley area. Without explanation, the relationship suddenly turned against the rural residents in late 2022.
• Winter 2022/2023 – WM refused service to the rural community on Mineral Flat Road. The local residents had to haul their trash to the refuse center by their own means, but this was not an option for my elderly aunt who lived alone at the time. The trash accumulated in her garage until family was able to arrive and remove the trash. WM continued to charge the rural residents for full service. Jeannie paid the monthly bill during this time even though WM was not providing service at all. WM resumed service to the area in March of 2023. Jeannie called WM and requested they credit her for the times they did not service her area, but WM refused.
• Summer 2023 – WM again refused service to the rural community on Mineral Flat Road. WM demanded residents haul their trash cans to Antelope Valley Road a mile away for service. Jeannie being disabled and elderly living alone could not perform this task. She repeatedly asked WM for help, pleading with them to work something out with her. They refused. Since they were no longer providing service to her home, she stopped paying the monthly bill.
• Spring 2024 – WM sends Jeannie’s account to collections. I explained to the collections company the whole situation and the collection company refused to take WM’s case. Meanwhile, Jeannie continued to call WM and even drove all the way to their headquarters in Reno to try to speak to someone. No one would help her and the building was closed to the public.
• Summer 2024 – since WM was unsuccessful getting a collection company to collect for them, they closed her account, re-opened a new account, and continued sending her escalating bills and harassing phone calls. Several letters were sent to the WM CEO and Washoe County Board of Commissioners. There was no response.
• September 2024 – We submitted a complaint to the Nevada Attorney General’s Office (Case ID#70110).
• November 2024 – The Nevada Attorney General’s Office responded saying they referred her case to Nevada Consumer Affairs (NCA). NCA assigned case #NCA-[protected] and forwarded to their investigator for review and determination of action.
• April 2025 – WM sent a letter threatening to place a lien on Jeannie’s home if she does not pay the bill in full. Unlike the collection company, there appears to be no way to dispute the lien with the Washoe County Recorder’s Office. Apparently, the only way to contest the lien is to file a motion in court. NCA has not informed me of anything since November.
DESIRED OUTCOME
1. Please refund Jeannie for the months when service was not provided. This would be the entire winter of 2022/23, and every month since June 2023 to date.
2. Please have someone from WM authorized to make decisions work with Jeannie on an amicable and reasonable solution to this impasse.
3. Please apologize to Jeannie for the harassing and bullying behavior and refusal to even speak to her let alone assist her with her problem.

I emailed Waste Management on 11 April 2025 at wmcares@wm.com per their request. When I get a response, I will let everyone know.

As of 18 April, still nothing heard from Waste Management. As I stated in my complaint, they steadfastly refuse to speak to us. My 78 year old elderly aunt (Jeannie) continues to be harassed and bullied with threats against her home, but no one will speak to her. They only thing she gets is "pay the bill" of which she has long contested and disputed. Why won't they speak to her? Why won't they work with her? Why do they have to be hostile and rude to her?