Waste Management [WM]
Reviews and Complaints

Put in an order for a 30 yd dumpster online. Got a notification they couldn't deliver. Okay fine. It said see note section. No note. I check online and there is nothing in my profile. Tried there chat bot. No luck. I called and got someone in AZ who said they couldn't help. Called today and each rep could not help. I spoke with 4 people. Yet my credit card has been charged for no services rendered. The rep assured me she would email the right department. No confirmation that this happened. I'm done. I want my money back. I opened a dispute with my bank to get my money back. Over $600 charged for no services rendered and literally the worst customer service set up I've ever experienced. AVOID THIS PLACE AT ALL COST!

Customer service is the absolute worst I have ever experienced. Unfortunately I couldn't give them a zero rating as that is what they have earned. I have been trying since 3/17/25 to cancel my service. I turned off autopay and they still charged me. Now I can't get them to answer the phone. 8 calls and counting. They transfer you from one specialist to another until they finally just hang up on you.

I canceled my service as they kept raising prices without any notification. Repeatedly.

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.

I moved to a new location and signed up with WM. They increased my rate every other month. To dispute charges, they leave you on hold for long wait times. There were issues with pick up. Also, they fine you if your trash lid is not completely closed. I cancelled service after waiting on hold for over an hour. Although I cancelled at the start of the month, they billed me for the entire month and would not prorate the amount. Plus, their customer reps are rude. I have never worked with such a despicable company and will never recommend their services.

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.

I have been trying to connect to their billing department for over an hour now. First call after waiting on hold for over 15 minutes I got hung up on. Called back and I got routed to the wrong State so they "transferred" me but it caused me to get disconnected. Called back and did the "callback" option - when they called me back I was placed back on hold again for over 15 minutes so I just hung up again and called back. This last time I was on hold over 30 minutes so I just admitted defeat and hung up. Truly HATE they are our only option at our new home. They are TERRIBLE!

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?!

They miss scheduled pickups every other week. They never notify me until late in the day, so I have to drag my containers back and forth constantly. When I complain to the company they give the same tired excuses about how they are understaffed and do nothing to compensate for their sub par service. What good is a trash pickup company that doesn't pick up trash?

They frequently miss coming on the scheduled pickup day and for whatever reason (yes, my bill is paid and current), they have picked up everyone’s trash except mine and when I call, they play these games telling me they are sending someone back to get my trash only to wait until after hours to leave a message stating they rescheduled for the next day. They continue this stall tactic until the next scheduled pickup. If anyone knows of an alternative, I’d love to know so I can get rid of them. I’m to the point where I’m ready to haul my own trash! This company is the worst! There should be a zero star option.

I have been with them for many years, I cam home 2.5 weeks ago and our large cans were gone, I called they claimed my acct was closed? I had just paid $233.00, the week prior, so they called the driver he claimed he left them here on site, they seemed to believe him, so then very slowly said I will get your cans back within 24-48 hours, ok no Biggy it was a mistake, wrong house. NOTHING, so I called again she said she will try this Monday Tuesday, meantime I have a 3500SQFT house with garbage of 5 adults, rotting in our garage. HORRIBLE smell, luckily we have a 3rd care G we can shut. Nothing still, weeks later Pick up day today. I had to get up and drag about 150# of rotting garbage bags down to the bottom of our steep [censored] driveway , leaking and I am 55 years old and disabled. I did it , BUT they had no care in the world, didn't even offer a free August or anything for the incompetence. I am pissed and they are not the same company I used to use. BLECH> I live in a huge neighborhood of large homes, and they messed up by taking ours and closing wrong acct it was someone elses they said it was a mistake. WELL DROP CANS OFF ASAP< . NOTHING> its like the IRS< the DUMP it is from now on. I was nice but firm on the phone. BS, I have photos to send to Customer service , well there is no email or report line.

I am so angry with WM! I canceled my service (after 4 years) on 1/15/24 due to poor service. We live high up in the White Mountains and every time it snowed they would NOT pick up the trash (sometimes for weeks), although ALL the other refuse companies in the area would service their customers. I would even call WM to verify if they would come or not. They always said yes (and were angry and rude) but NEVER did come if there was any snow on the ground. I also canceled my auto payments to them on 1/15/24. The lady said our service would stop at the end of that month. They picked up the dumpsters at the end of January. On 2/02/24 they took $105.17 from my bank a/c. I put a freeze on my account and had the bank get my money back. All was fine for a few days then the phone calls and nasty letters started. I called their help dept on 2/22/24 and they said my account was closed, the balance was zero and apologized. They continue to call me and send letters to this very day! I have received letters saying they will reinstate my account if I pay $13.50. I DO NOT WANT THEIR (lack of) SERVICE! Today (7/16/24) I get a letter and phone call saying that if I don't pay them $13.50 they will contact a lawyer and have a collection agency come after me. The letter says they were forced to cancel my service for non payment! How do you cancel a service that was stopped in January 2024? I checked my account today and it is closed and has a ZERO balance. I have had it with them! If this is not resolved quickly, I will contact our state attorney general and file a formal complaint, I already have the paperwork, and get myself a lawyer to fight this. Is there any way to settle this issue without going to court? This is insanity!

My service started out bad... with no pickup in January.

Now, I'm beyond frustrated with the inconveniency in service. Service was missed on 6/20 and picked up on 6/24. The mobile app failed to notify of the correct pick-up day.

Service was missed again on 6/27 with no explanation. Contacted WM Customer Service who scheduled a pickup same day with no prior coordination.

If WM wants their payment on time, then why can't they pickup on their regular scheduled day, Thursday (on time).

WMCare apologize and sent a driver out same day without prior coordination or contacting me. Unacceptable the lack of communication and inconveniency in service.

Call Waste Management on Monday June 10 that my garbage hadn't been picked up on Friday June 7 they said they would pick it up on the Tuesday June 11. I called back on Tuesday June 11 and they said they weren't going to pick up til t Friday June 14. For me yo sit it out on side of road for them to pick up. I said no cause of rodents and animals would have it all over the yard and road. They said that was the best they could do. I'm paid up til the end of the month of June. I would give minus zero can't.

We have had WASTE MANAGEMENT at our rental property since 1991. On Easter we had a major fire that caused a total loss. When calling to inform that that we obviously no longer needed pick up - we were informed that not only will there be a $75 cancellation fee - but that the 2 months we paid in advance will not be refunded to us.

Way to stick it to a loyal customer😡😡😡

I am utterly dismayed and utterly furious with the abhorrent practices of this so-called Waste Management company. Let me make it clear: stay far, far away from these charlatans if you value your sanity, your finances, and your dignity.

First and foremost, their deceitful tactics are utterly despicable. They lured us into an agreement with a Latino organization, conveniently failing to explain the terms properly in Spanish. This is not just a mere oversight; it's a blatant act of deception targeting vulnerable communities. Shame on them for preying on language barriers to trap unsuspecting customers.

And let's not even get started on their slimy salesperson. They were like a snake oil salesman, smooth-talking their way into our wallets without a care for honesty or integrity. Their lack of transparency is reprehensible and frankly, criminal.

But wait, it gets worse. The service provided is an absolute travesty. Inconsistent billing? Check. Overcharging? You betcha. It's like they see us as nothing more than cash cows to be milked dry.

And when you try to break free from their clutches? Good luck. They'll unleash their inner bully, hounding and harassing you to stay locked into an agreement you never wanted in the first place. Their audacity knows no bounds.

Oh, but don't think for a second that they're willing to rectify their wrongs. No, their idea of customer service is a sick joke. Once they've got you roped in, they couldn't care less about your satisfaction or well-being. They'll treat you like dirt unless you agree to dance to their tune for the next three years.

And let's not even talk about their prices. Outrageous doesn't even begin to cover it. It's daylight robbery disguised as a service.

In conclusion, this Waste Management company is a disgrace to the industry. They're manipulative, unethical, and downright immoral. Save yourself the headache and the heartache. Take your business elsewhere, anywhere but here. They don't deserve a single cent of your hard-earned money.

We live 824 King George Ln, Savannah, TX 76227. Wednesday is our trash/recycle day. Our trash was not picked up on Wednesday. I called on Thursday at 12:20pm, after arriving home, and was told that she would call me back. No Call Back. I called Friday morning at 8:17AM, again was told that I would get a call back. NO CALL BACK! I called back again at 3:43 PM and was told that they couldn't get ahold of anyone, but that my trash would be picked up on Monday! Monday has come and gone and no pickup. I have experienced your customer service in Colorado, and it sucked there. Maybe you need to hire people that care about customers and start by firing those in upper management. Iying must be part of the hiring process. If I get a letter from my HOA about my trash can being left by the curb for a week, I will be sure to direct them to your below par company.

Beware first off if you live in a hoa, very difficult to get your personal customer id number.

No way to email some one directly or speak with some one directly. The automated phone loop does not give you the choice ofa live person unless you choose new service.

I have had a driver from WM covering Sun city California targeting me for 5 years the last straw was 2 weeks ago when I came back from work and the entire trash can was gone. On a Friday, began calling and emailing to no avail, called his supervisor Hector. He Laughing stated did it fall in the truck? I do not know I was at work and if it did why didn't the driver report it so I can get a new receptacle? this same driver randomly picks up my trash stating there is a cable wire that keeps him from picking up my cans. I have moved the cans to the area the driver chose for me to place the cans at, yet when trash is picked up my cans are 2 garages down or over by the entrance of the alley. last year for over 90 days picked my trash up once a month all of the other months he would pick my neighbors cans and just leave mine, this has happened repeatedly for over 5 years last year was the most consistent and the most targeting. Tried to contact and get numbers or emails for regional directors and or a call back. What I got was emails sorry for this issue did you get your receptacle; I finally got it yesterday a call from a supervisor in Moreno valley just checking to see if I got my receptacle replaced.

I have worked with Waste Management about some concerns and have found them to be very receptive and helpful. Thank you for assisting me in my business waste removal. Your drivers are doing a great job and when they leave my property, the area around the dumpster is always clear of any debris and very clean. You have assisted me with timely, regular, and prompt service. The Customer Service staff has been very easy to work with and very willing to assist me. I am very pleased with Waste Management and I do recommend them as the best company in this area.

Gary Patton

Taylorsville, Kentucky

I am moving and needed an additional recycling pickup (which only happens once every two weeks) along with a bulk pickup. I scoured the waste management website for a phone number and found nothing. I used the virtual assist and connected with a rep who helped me get info on the services offered. We scheduled for an extra recycling pickup. I then tried to schedule a bulk order pickup but the rep ended the chat because it took me more than one minute to type out my reply. No one came the day of the extra pickup. I had to use the online chat feature again. This new rep said there was never a scheduled extra pickup. They never offered a solution or any other help. They just apologized and then ended the chat. I am stressed because now I have to figure out what to do with a full recycle bin before I move in the middle of this upcoming week.

Fighting this company for almost 3 years for charging for an extra container I never had. They finally ordered a "site survey" only to find out they've been charging me for my neighbors can too. Dishonest or [censored]s, they either one or the other, maybe both. Now they say they can only credit back 1 year, how convenient for them! Still waiting for the credit they promised for the 4th time!

We contacted WM about their client with dumpsters obstructing our property access and has already caused property damage. We opened a case and was told they will contact us back in a few days. That few days turned into over a week and we followed up with them, only to learn they closed the case from the operation management team, with a lie that they contacted us. THAT NEVER HAPPENED and their client stated WM told them they can park their dumpsters in the obstructing location of our property, neglecting our statues. Both of them are disappointing along with their terrible lack customer service by the name of CINDY.

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

We didn't have pickup last week as you said due to weather. So we are due a refund for that week. Then this week, no pickup again and we saw where your driver said can was unavailable or couldn't get to it. A total lie! It is a foot from road and over flowing. My neighbor also didn't have his picked up. And his driveway is clear as well!
We need a pickup this week like by tomorrow! Trash is mounting on ground!
This is a contractual failure to us as a clent!
Please let me know when your driver will be here!

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

I tried my best to keep the faith and hoped that everything was going to be adjusted accordingly, but after putting my service on hold and speaking with personnel that were very nice and gave me hope, nothing was adjusted. I'm still showing $220.00 due. I should be only $55.00 for vacation hold. I'm so done with dealing with the service. Plus, they picked up the recycling can for some reason. I'm done. I don't have the time to spend on the phone to deal with the issues every time. SO PLEASE CANCEL ME.

Waste management horrible customer service and drivers pick up container when they want. I have had a driver pick up issue since 2018 yet no one at WM seems to want to do anything about it. with in the last three years when I started complaining the driver on my route has continuously picked up all of my neighbor's trash and leaves mine. I have tried calling and getting regional director and I keep getting must write a formal complaint. I have done that repeatedly on WM website to no avail. Last year this driver gave me 3 pick ups in a 6 week period. I kept complaining and kept getting it will be picked up I had to pay to take it to the dump. Calling the supervisor went to no avail. I still have the same driver targeting my cans because how dare I complain about not having my trash picked up a service I pay for. Trying to speak to a live person after hours at wm is nonexistent anymore. The endless loop if you live in a HOA community as the customer id number applies to multiple homes in this HOA community. Waste management has a monopoly in California, yet Californians are at their mercy for complaint resolutions missed pickups. You received 48 hour missed pick up when they do not come and pick up and you call again; that begins another 48 hours when the first missed pick up happens that is 4 days later if it happens at all. Then you complain again and yep another 48 hours to wait by then my scheduled pick up is here and now I have not only my trash container full but my recycle half full as I have no other container to use, and if you have trash in both your trash and recycle due to your container not being picked up one is left so back to the same problem extra trash due to no pickup and the customer is punished by the driver if customer complains. that is the waste management policy.

I have spent endless hours for over a year trying to resolve my account issues, but I can never get to the right person. Today alone, I have been on hold for 3:41:20 hrs, so far. No customer should be on hold for that long and still not have the right department or a resolution. Today, after the first hour and a half, I got transferred to the "right department", then the "right department" transferred me to another "right department" and I have been on hold ever since and still no answer. This has been the typical service and I still do not have my issue resolved. I need to reinstate my service but can't get to the right-right department. This has been a weekly call with the same run around and wait times without resolution. Over a year of this, that is well over 208 hours of my life and still do not have my service reinstated.

My garbage hasn’t been collected the 15th or the 19th of June. We have our bill on auto draft and it’s paid, but they still have not took out garbage, it’s been sitting at the top of the hill so there isn’t any reason for it not to have been picked up. I’m positive they are getting us confused with the neighbors bc they never pay theirs and it pals up for forever. Now suddenly theirs is being taken but not ours.

I've been calling the company since my vacation hold and to this day they have not fixed the problem with billing. Now the bill went from 58 dollars to over 200 dollars. I called over 10 times already...

I've been on several telephone calls with different representatives. At this point ithis is harassment. I'm quite angry that I have to deal with this problem even after I was told several times that this was going to be resolved and it would be credited to 0, instead it's over 200 now. I'm done with this.

I tried calling Ingrid back as she left me a message saying that I was going to be charged for placing a hold on the garbage service until Sept 2024. I was not able to reach her since her office is closed right now. However, when I spoke to the representative I thought she mentioned that the charge was going to be applied in October which was my next billing date before the service started again. We discussed if it was better for me to cancel the service now and reinstate in the fall. However, she mentioned that no change now, and a credit was going to be applied to the May 15th due invoice and I would be charged in the fall the regular 40 dollar fee for the vacation extension. I think this is wrong for me to be charged where there is no services being rendered. Please reconsider your decision of charging me 58.61 dollars and consider the crediting my invoice for the month of May 2024. The invoice doesn't say anything about vacation hold, but lists serviced rendered for future months. Please consider the credit. Thank you!