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4.3 646 Reviews

Waste Management [WM] Complaints Summary

521 Resolved
120 Unresolved
Our verdict: Expect excellent service from Waste Management [WM]. While their resolution rate is high, always verify their service terms. Read customer testimonials, both positive and negative, to gauge their service's reliability and responsiveness. Have all relevant information ready when dealing with their customer service for efficient problem-solving.
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Waste Management [WM] reviews & complaints 646

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9:21 am EDT
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Waste Management [WM] overrun trash

So I spoke with 2 people 2 weeks ago about a dumpster sitting in an empty lot that has running over for a month. I was told that it would be picked up by July 31, it is now August 5. Now I'm being told that no one knows when it well be removed. So now I'm turning to the city of Birmingham and Facebook. School starts this week and kids have to catch the bus at this corner. Shame on you waste management.

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4:15 pm EDT

Waste Management [WM] trash removal

Gave them the benefit of the doubt, mistakes happen. After speaking to many customer reps, Houston office being the best, I am beyond frustrated. After numerous calls and emails, I am being charged for service I did not receive or request. It sounds like every person I come in contact with does not read account notes. I am tired of explaining the situation and being asked to pay for a charge I do not owe. I would not recommend this company based on my experiences. The Houston office is the most responsive, my local office is in Albany, NY. I would hope they tape calls and listen to what the reps are saying to customers.

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2:16 pm EDT

Waste Management [WM] trash pickup

Yesterday (July 22nd, 19)

In Our area yesterday we had 4 to 6 inches of rain and flooding all around! when my husband left early morning it was downpouring and flooding in front of our home. Normally he has the trash out by 5/6 am the day of pickup however that day he was unable to take trash out before work. I left our home around 9:30(rain and flooding had ready subsided) i noticed all the neighbors trash was still out and ours was not so i hurried and took the trash out to the street before I left for the day to work. Our trash has always been picked up right around 10 am so i figured i had gotten it out just in time. Well... My husband got back home from work at 3 he notified me at work that our trash had not been picked up and that he was going to contact WM to see what could be done. They informed him they would send someone out to retrieve it (mind you: this is not a habit of ours in fact we have never missed a pickup). Trash was still not picked up upon my returning home at 6:30 p.m. yesterday.

Today (July 23, 19) I Woke up left the home by 9, realized Trash has still not been picked up! So it was my turn to call this morning. The automated system stated call volumes were very high and every time I called i kept getting disconnected! After several attempts of calling I finally got through. It wasn't long into the phone call before i realized WM employees had bold faced lied! Representative this morning stated they had "sent a truck out twice yesterday once around 10 the other around 1" ...which would be completely impossible since as i stated my husband was unable to even contact WM until around 3pm yesterday (when he arrived home). plus I had taken the trash out to street yesterday at 9:30 a.m myself! So if they had in fact "come back out" it wouldnt still be sitting out front today full to the brim. Now We realize our mistake in not taking it out in time but let me reiterate this is not a pattern of ours it was very circumstantial AND they agreed to have it taken care of! So in conclusion we are left with this perspective as customers:
1). WM employees did not want to come back out yesterday 2). WM employees had told a bold-faced lie to avoid going out of their way that's COMPLETELY UNACCEPTABLE.

WM is supposed to come back out Today It is now 12 am so let's see if it happens... I hope this gets taken care of very soon!
Highly dissatisfied and perturbed

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9:11 am EDT

Waste Management [WM] trash pick-up

I live in Mays Landing NJ and I'm very upset about how Waste Management continues to drive in the association I live in, to leave behind leaks. That has damaged the roads it's disgusting to have a truck that leaks garbage fluids. Waste Management should be fully responsible to remove all stains not the tax payer. Waste Management I appreciate your service but please take care of your business. Thank you

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2:30 pm EDT

Waste Management [WM] cancellation delay

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.

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12:06 pm EDT
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Waste Management [WM] trash pick up and cancellation charges

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.

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1:39 pm EDT

Waste Management [WM] transparency and customer service

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.

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1:58 pm EDT

Waste Management [WM] extra trash bags not being picked up

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 ...

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5:53 pm EDT
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Waste Management [WM] service

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

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8:54 pm EDT

Waste Management [WM] residential pick up in parker co

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.

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5:51 pm EDT
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Waste Management [WM] trash

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)

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Update by Bville16424
Jun 03, 2019 6:08 pm EDT

The copilot then grabbed his wheel pushed a lever and drove away. I had to jump back. The KICKER 6/3/19 8:30 am truck returns picks up trash well blowing air horn well approaching, during pickup then tossing our $100 can 6’ into our yard and as he drove away around the bend.
7 people mid70’s and 1 lady >90 blown out of bed all within ear shoot.
I’m from Pittsburg in the 70’s we had a name for a fellow like this: JAGOFF! He’ll never get a Christmas card and tip from me. No here’s your tip, JAGOFF. it’s your customer service Job and your pay and bene’s. I pay in a small way but more so by your company. Respect yourself, others and your company.

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8:52 pm EDT

Waste Management [WM] trash service

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.

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Brian E.
, US
Jun 17, 2019 3:58 pm EDT

Doesn't look like a Waste Management truck. Looks like a different company.

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5:19 pm EDT
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Waste Management [WM] scheduled trash pickup

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.

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11:49 am EDT

Waste Management [WM] garbage truck driver

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)

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9:51 pm EDT
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Waste Management [WM] lack of paid refuse pick up

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

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12:54 pm EDT

Waste Management [WM] lack of service as agreed on contract

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

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4:01 pm EST
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Waste Management [WM] garbage pickup leaking oil all over the neighborhood

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?

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5:15 pm EST
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Waste Management [WM] trash collection

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.

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12:50 pm EST
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Waste Management [WM] Overcharging

Wm charging fee called "service rejected due to contemination every week 3 times continues = $159". Now the bill amount is $ 568. My monthly bill is $70. They r not giving any information. No law. Why not wm stop pickup service and s3nd a letter. Phone email to inform for annnnnnyy correction. Why wm just overcharging . Any govt. Department can solve these issues.

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11:09 am EST

Waste Management [WM] michael at hhw

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.

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Waste Management [WM] In-depth Review

Company Overview:

Waste Management (WM) is a leading waste management company with a rich background and history in the industry. Founded in [year], WM has grown to become a trusted name in waste management services. The company's mission is to provide sustainable waste solutions while prioritizing environmental stewardship and customer satisfaction. With a vast network of facilities and operations across [location], WM offers comprehensive waste collection, disposal, and recycling options to a wide range of industries and sectors.

Services Offered:

WM offers a diverse range of waste management services tailored to meet the specific needs of its customers. The company provides efficient waste collection, disposal, and recycling solutions, ensuring that waste is handled responsibly and in compliance with regulations. WM's services extend to various industries and sectors, including residential, commercial, industrial, and healthcare. The company also offers specialized services and solutions to address the unique waste management requirements of different industries.

Environmental Sustainability:

WM is committed to environmental stewardship and sustainability. The company actively works towards reducing waste, conserving resources, and minimizing its environmental impact. WM implements initiatives and programs that promote recycling and renewable energy. By investing in advanced technologies and innovative waste management techniques, WM strives to achieve a more sustainable future.

Customer Experience:

WM prioritizes customer satisfaction by ensuring ease of access and utilization of its services. The company offers user-friendly platforms and tools that enable customers to efficiently manage their waste disposal needs. WM's waste collection and disposal processes are known for their efficiency and reliability. Additionally, the company provides responsive customer support, ensuring that any queries or concerns are promptly addressed.

Pricing and Value:

WM maintains transparency and clarity in its pricing structure, allowing customers to understand the costs associated with their waste management services. The company offers competitive pricing compared to other waste management companies in the industry. Customers can expect value for money in terms of service quality and overall customer satisfaction.

Technology and Innovation:

WM embraces technology and innovation in its waste management processes. The company integrates advanced systems for waste collection, tracking, and reporting, enhancing efficiency and accuracy. WM also focuses on innovation in recycling techniques and waste-to-energy solutions, contributing to a more sustainable and resource-efficient waste management approach.

Compliance and Regulations:

WM adheres to local, state, and federal regulations in waste management. The company ensures that its operations comply with all relevant laws and regulations to maintain ethical and responsible waste disposal practices. WM has obtained certifications and accreditations that validate its commitment to compliance and responsible waste management.

Corporate Social Responsibility:

WM actively engages in community initiatives and charitable activities, demonstrating its commitment to corporate social responsibility. The company supports local businesses and organizations, contributing to the growth and development of the communities it serves. WM also prioritizes employee welfare and development, fostering a positive work environment.

Reputation and Trustworthiness:

WM has established a strong reputation and credibility in the waste management industry. The company's commitment to delivering high-quality services and its focus on environmental sustainability have earned it the trust of customers. Positive reviews and feedback from previous customers highlight WM's reliability and professionalism. The company has also received awards and recognition for its contributions to the waste management sector.

Future Outlook:

WM has ambitious plans for expansion and diversification of its services. The company aims to embrace emerging technologies and trends in waste management to stay at the forefront of the industry. WM is committed to continuous improvement and innovation, ensuring that it remains a leader in providing sustainable waste solutions.

How to file a complaint about Waste Management [WM]?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with the Waste Management company. Make it specific and clear, such as "Incorrect Billing for Waste Collection Services" or "Missed Garbage Pickup Dates".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with the Waste Management company. Include key areas such as:

  • The nature of the service or issue, including dates and locations.
  • Any communication you've had with the company's customer service, including dates and the nature of the interaction.
  • Describe the problem you faced, such as missed pickups, overcharging, or poor customer service.
  • Steps you've taken to resolve the issue and the company's response or lack thereof.
  • The personal impact of the issue, such as inconvenience, financial loss, or health and safety concerns.
Be as specific as possible, providing a chronological narrative of events and any relevant transaction details.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as bills, correspondence, or photos. Do not include sensitive personal information like social security numbers or credit card details.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred as a result of the issue. In the 'Desired Outcome' field, specify what resolution you are seeking from the Waste Management company, whether it's a refund, service to be rendered, or an apology.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is true to the best of your knowledge and that your desired outcome is reasonable and clearly stated.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint on ComplaintsBoard.com.

9. Post-Submission Actions: After submitting your complaint, monitor your account for any responses or updates. ComplaintsBoard.com may notify you of any replies from the Waste Management company or other users who may offer advice or share similar experiences.

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