Waste Management [WM]

Terrible company. I had a billing issue with them due to changing checking accounts when my family moved, they never bothered to tell me there was a problem, instead just cut off my service and charged me $70 to reinstate.
There is NO way to speak to anyone at Waste Management, all the lines lead to the same automated system that is a dead end.
I would NOT recommend this company to anyone.

I've had them for my property in Gaylord for years, for years, weeks have gone by where the garbage was not picked up. This year I had it and called and left a message to cancel in July, my renewal was late August. I received the invoice, I sent it back indicating I have called and non-renewed. I started getting calls that my service was suspended for non-payment. I called them again and indicated I non-renewed. Now months later, I finally speak with a human as they are impossible to speak to, even when he acknowledged receiving my message in July, cancellation cannot take place unless they respond back with an acknowledgment. Apparently it was my job to do their job. He even acknowledged my call and my follow ups, but hey, too bad, we're charging you for the time and charging you to remove the waste bin. Do not, and I mean, do not use them, worst ever!

Twice I've received an email with a picture of my garbage can and claiming there was an "overage". See photo attached. The first time I called them and spoke with a rep and said look at the photo. She then tried to tell me I was paying for a 20 gallon can when it was really a 60 gallon can. I had the garbage man confirm the next week that it actually said "Rubbermaid 20 gallons". Today I get the same "overage" email and the rep said it was because I had individual grocery store bags in my can instead of one 32 gallon bag. No where on their site does it state this is an overage. I have had this can at this residence for 25 years and until now there has never been a problem. I've filed a complaint with the utilities commission and will check to see how much it costs to take my garbage to the local dump myself.

For over 15 years, WM faithfully picked up the bins on my aunt's rural road. Suddenly in 2023 they refused to service her area and demanded her whole community haul their cans over a mile away. The elderly and disabled cannot comply, and my 78 year old disabled aunt cannot comply. Worse, WM continues to charge the full monthly rate for "curbside service" which they clearly are not doing. My elderly aunt pleaded with them to work with her but they refuse. Multiple letters to the WM CEO remain unanswered. WM clearly does not care. I am my aunt's caretaker and provide this review on her behalf.

My appointment was scheduled for this morning and the dumpster is on the street. Parking is relatively limited due to it being a residential neighborhood. The driver was unable to make the pick up because my truck was parked on the street in front of the dumpster. Instead of knocking on our door to make contact with someone the driver drove off. Now I’m being charged an additional $335 for a second pick up day. Do not go with this company! I tried calling customer service and they were zero help.

Tried to start new service. They were unwilling and unable to deliver a new, clean, working can. First can was filthy and had broken glass inside and second can was also dirty and has a lid that doesn't close (and they charge extra if lids aren't fully closed). Their customer "service" consists of abusive monsters who are inept. See pics. They refused to refund me and pick up the second can so I called my bank and put the charge into dispute (I will prevail). I refuse to do business with a company that takes no pride in their services and fails to resolve issues. WM could not even deliver a can so new service could be started so I figured it would only go downhill from there and dodged that bullet.

The last time my trash was picked up was on 12/27/24... You do not have a problem taking my money, but you have a problem doing your job... They keep on feeding me excuses about the roads being bad... Even though the last two times they cancelled, not a snowflake was on the road... Now they cancelled on me again (for what the 8th time maybe?), so I filed a bbb complaint.
I just want them to pick up my trash so I can cancel them.
I am the only one on my street that has them so I think this is why they are treating us this way.

After living here using WM since 2007, they've complained about where I set the can for pickup by moving my can around and not telling me there is a problem. I found out the municipality is the actual customer, not you who pays the bill. They could care less about that person.

After several weeks of playing find my trash can after pickup I finally called them to ask why the driver doesn't sit the can right back down where they pick it up. WM says the driver has a hard time because my home is in the turn about causing the driver to swing in. For some reason the driver thinks they have to backup and the felt it was not safe to do so. I said, for 15 years this has not been a problem and now all of the sudden it is, why?! No answer from them except to say times and circumstance change and if I don't set me can where they say they will stop picking up my trash. I am super physically disabled and it is very hard for me to get the can down there let alone play go looking for it after pickup. Once they just left it in the middle of the street.

I called City Hall, they got in touch with WM and all of the sudden where I leave my can is okay and they were very good about setting it down where they picked it up.

Recently they've started moving around the can again. WTF?!

I live in Colorado, and was traveling westbound on interstate, 76 and a waste management driver ran me off the road into the emergency lane. I honked my horn and he didn't respond he just kept moving into my lane forcing me to pull into the emergency lane. I filed a police report with CSP. TRUCK LICENSE PLATE BMQ 823 This happened on 7/28 1545. Get this psycho off the road.

Over the course of the time your workers have broken two of my three garbage cans and the third I can't even find. They just throw them all over the place and the cost of them is not cheap. This has happened once before to which I had to make a complaint. Ther one is missing a wheel and the other one is cracked because they throw them on the frozen ground in the wintertime instead of handling people's property in a more sensitive manner.

Not Reliable, Horrible Customer Service

Almost two months ago they stopped picking up the trash on the scheduled day. Sometimes they'd come the next day, but mostly it was two days.

Last week they didn't pick up our trash at all. On the scheduled date (3/25) the can was moved but not emptied. We called on 3/27 and were told the driver said he got our trash on the 25th.

We have a camera and offered to show footage refuting this. The offer was declined and a pick up for 3/28 was scheduled. Meanwhile we're now on Day 4 of our can being out on the road, which is a violation of our HOA Bylaws, and of course we get called.

The trash was not picked up the 28th, or any other day that week.

Today (3/31) I called three times but was never able to connect with a person. I went online to connect wit a Live Chat rep, but they were less than helpful. They insinuated we didn't put our can out and their resolution was "Your trash is scheduled for Tuesday pick up". In other words, why was I complaining since the trash will be picked up tomorrow.

I asked for a refund since clearly we did not get service we paid for, and I was denied. The reason given was only the route manager can provide a refund. I was also told my case had been escalated, and I would hear from the route manager in 3 to 4 days. We live in a small town so it's confusing why an escalated case would take that long to be addressed.

I was also given an 866 number to call for immediate assistance. The first time I called, after waiting about 20 minutes, the rep answered but couldn't hear me and hung up. The second time, after waiting 23 minutes and 8 seconds, the line went dead.

Back in sept 2024 waste managment driver broke my gate at my home. In the video you can see he is taking for ever to do something. He gets out and walks up with what looks like a peice of paper and then he gets back in his truck. According to my roommate as I was out of town the note the driver left said something to the effect of "keep your [censored] out of my way". My roommate not thinking threw the paper away. We come back home from being out of town and I happen to see the driver pull up and I went out and said do I assume you are responsibale for this pointing towards my broke gate. He did not comment he did however as nice as possabile tell me how after 4 years of their green can sititing in the same spot needed to be moved he goes on to show me how the arms work on the truck. I asked what he was going to do about my gate and he left. We called waste manangement at 5 different numbers over the course of 3 days before we got a live person. We explain what happened. The supervisor said the driver never turned in he damaged our property and he should have the day it happened but he really should have the day I confronted him about it. However he did not. He told us the person who could help would call us which they did a few days later. We was informed that they have a compnay that handles these types of things. So we wait and we get a letter or an email I don't remember which it was 6 months ago from gallagher bassatt. We give them everything they ask for, the video, photos and statment. They asked for us to get a estimate for repair. No fense company wants to ro would give us a detailed estimate with price break down on parts and labor best we could get was a written est for 5,000 dollars. Which we thought was way to much so we or I did the research to come up with a less costly way to fix the gate. Order new gate, buy different fittings and pole to repair the gate saving the company money. We turn in the fence reair est plus our cost savings est. They repsond to one email asking for an update to which we was told they are still conducting there investagation. 6 months later and many calls and many messages later we get no returned calls we get nothing no communication. Now my patience has worn out and I am frustrated. Tonight I took the time to write up an intent to sue letter to send to both waste managment and gallagher as my intent is to sue them both. I am disabled this is cuasing me unneeded stress which is bad for my health not to menftion my enjoyment in life as I am constantly worried about my dogs getting out of the fensed in yard but that the yard is not secure to keep out anything either. 6 months is unacceptable. What excatly are you investagating with video of said incident of yall employee causeing this property damage? Waiting for the camera footage from your truck and the camera footage from the arms to be recorded over so you can then say sorry not sorry but we cant verify this or something equally time delaying. I will mail this intent to sue to both companys and I will email it to every employee I can find email address to. Giving them both 10 days to pay in full the cost of repairs plus additional funds for mental anguish and emotional distress if ignored after that I will sue for the max amount I can. Full cooperation honest documentation and cost saving alternatives is met with unacceptable delays and lack of commiunication which wrong on many levels

Business account 6 day pickup.Keep getting no service on Fridays and very late Monday pickups.I have been told by waste management that they will clean up overage due to missing pickup yet I have cleaned it up 5 times now.
Wait online chat for help and get kicked off when agent responds.Phone number gets you nowhere.If dumpster is over filled you get charged.

I have had service for years and the only wear and tear these receptacles receive from us is a 20' foot walk from side yard to street. The areas where the trucks lift the receptacles from are wearing, the wheels have broke and the lids are starting to crack. When going online to have them replaced they want to charge the end user 108 per container. I do not feel that I should have to pay for the WM company destroying their own equipment. I find it hard to swallow that this company is breaking their own equipment and passing the cost off to the customers.

10/25/24 I have been on hold now for over five hours and twelve minutes trying to cancel my service. It appears my last complaint was deleted? Photos will be added once I am able to upload from my phone, which I can't do while I am still on hold. I have screenshots of the wait time and pictures of the chats with customer service reps that did nothing to help.

At approximately 1130 am on 10/19/24, when exiting my residence, I observed all 5 bins of my bins containing yardwork were gone. They were taken during pickup. I was shocked and appalled. Due to Hurricane Milton, I had a large amount of yardwork. I purchased these bins to make it easier for the workers during pickup. These were brand new bins totaling $70.00

I have used bins in the past and they have never been taken. This was a difficult expensive for me. I am shocked that they would be taken. I am aware this is not the protocol.

When looking on my account site, there was a pickup on 10/18/24 at 6:57 hours.

On Thursday Oct 17th , my normal yard waste collection day,
The photo below is a pile of my storm debris, the hurricane peeled back part of the roof and side wall of a metal shed on my property. ( The shed was more than 10 years old and rusted)
I carefully dismantled the shed in to pieces, not more than 10 lbs, or grater than 6 feet in length, the widest is maybe 3 feet wide, and stacked carefully along the street. The pile is smaller than a refrigerator as stated in the guide lines.
I have removed all the plastic buckets it that was a concern

The blue recycling carts are not being emptied or picked up each week for the past few months. We are paying for 30 and we only have around 16. We were told Mondays and Thursdays they are suppose to be picked up but it isn't true. We would like this fixed and a refund for this service for each month missed. $549.03 x 5 months = $2,745.15

Thank you