Waste Management [WM] review: Residential trash service

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.