Waste Management [WM]
Reviews and Complaints

I don't know where to start I received the WORST customer service today! What type of business allows their customers service reps to argue with customers if a customer is irate why add fuel to the fire that only make things worse and instead of trying to resolve the problem the rude rep just hung up on me after I had to wait an entire HOUR AND A HALF to speak to some one. She didn't even offer to resolve the issue, she didn't even ask if I would like to speak to leadership to help resolve the problem. She just argued with me and hung up again after waiting an entire HOUR AND A HALF. Didn't even take my feelings into consideration. I never said any type of vulgar or aggressive word towards her u was just upset with my service. She was terrible and I feel EXTREMELY disrespected! Again TERRIBLE customer service!

Why would you raise my bill 8 dollars? I never received any notifications that my bill was going to be raised, and I have already filed 4 complaints with corporate on how disgusting this so called business operates! this will be the 5th complaint, you guys disgust me. I'll make sure someone at top hears about this. People need to be terminated for stealing from customers. Disgusting! I think it's time I get of hold of BBB, let them know you guys are a bunch of thieves, you advertise 90 dollars for every 3 months of service but you guys charged me Money up front plus 122.00 every 3 months, I've been using your services for over 2 years and now, and now you want to charge me a additional 8 dollars with no notification or reasoning behind it. If anything I should be charged less every billing cycle for being a established customer this is disgusting!

This has been the second week that 4 houses on my block has not had their trash picked up. I live 3505 west 78 th avenue Merrillillville, Indiana 46410. This is horrible service to customers that pay their bills on time. If it is the delivery driver get rid of. If this happens again I will be filling my complaint against you with the Better Business. GET IT TOGETHER PEOPLE

For months my trash cans do not get completely emptied especially my recycling. Last week I dug through to make sure there was nothing in there that wasn't supposed to be and it still was not emptied. Whoever manages my route is horrible at it and needs to be replaced. There are days they don't even show up. I've had to pay to have someone come out and take my trash to the dump. So I'm paying twice to have my trash emptied.

We have not had our waist trash picked up in 3 weeks. We have called countless times and keep getting the run around. Because our trash has not been picked up in 3 weeks we have had to use the recycling and yard waist cans. We were told we would have to hand pick out the trash waist from the recycling and yard waist can because of contamination reasons. They also picked up our extra recycling and yard waist cans 3 weeks ago and said they picked them up because they weren't on the account. However I ordered them and they were dropped off originally so I'm wondering how that happens ?. Brittney Nunez was the last representative I spoke with today 8/3/2021 time 10:20am and was told they are putting in a request for pick up. I have repeatedly asked to speak with a supervisor or manager about this situation.
[protected] Damon- DC Electric

I requested a bulk pickup from Waste Management for the past two weeks, but they keep postponing it. I am allowed 4 bulk pickup per year. I have called them and they have documented the request/complaint and their repeating postponement. I even escalated the complaint to a supervisor name Debra and supposedly wrote an email to escalate the request, but again nothing happened.

4426 Greenridge Lane Harrisburg PA 17112 Friday 7.23.2021

Driver did not pick up large recycle bin filled with bottles and other clear recyclable items, clearly marked and next to a bin they DID take.

We have 2 commercial locations that have 2 accounts each- 1 trash dumpster and 1 recycling dumpster. Which means there are a total of 4 bills received each month to the main office.
For the month of July, we received a notice that there was a very large rate increase- not that the rates haven't increase with every single bill since at least 2016. Looking back through all of bills, each month the bills go up by about $3 to $5 each.
At the bottom of the notice for the rate increase, it states "If you do not consent to the increase, you have the right to terminate the service agreement within 30 days, or you may contact your sales representative to discuss potential service or price adjustments."
The bill was printed 6/28/21 and I received it either July 12 or 13th- I don't remember which day I received it in the mail. I didn't have a chance to call them until July 15th. I spoke to the first representative after being on hold for 45 min, only to speak to her for about 20 min and the phone went silent. I called back 3 more times that day and was put on hold for 17 min the first time and the phone when silent. The second time, 10 min, and the third time the operator tried to tell me that they were having phone issues.
I didn't have time to call the next day, so I called back on July 20th. I was on hold for about 10 min before "Nick" picked up and I explained that we wanted to take advantage of this cancellation of services due to price increases. He tried to offer better prices like the first girl did on the 15th, but they could not even come close to the price being offered by a local, well known, well established company. After I explained that I didn't want to discuss prices and that I just wanted to cancel, he tried to tell me that they required 60 days notice and that it was going to be $300 per dumpster to remove them ($1200 total to remove their property).
I explained that we didn't agree to those terms and that $300 was far too much for removal. He "spoke to his supervisor" and said that they would honor a "30 day notice" from the first date that I called in- July 15, so that would mean that my contract would end on Aug 17...not sure how that is 30 days? I told him that I did NOT agree to that either. There was nothing written on the invoice that states that we had to give an additional 30 days after initial cancellation. From what I understood on the invoice, was that they were giving us 30 days from receiving the new rates to make a decision on whether we wanted to pay that price or not.
So Nick went ahead and put in for a cancellation of Aug 17th anyways- which we did not agree to. He then was supposed to transfer me to a senior account manager and I waited on the phone for 50 min for someone to pick up, and the phone hung up. So I called Nick back at the local number he called me on, and the phone rang I think 10 times before voicemail picked up. I left him a message to call me back ASAP. He didn't.
I called the corporate TX number and spoke to a lady who "absolutely promised" to call me back on July 21 with some answers. She didn't.
So now its July 22, I called corporate again this morning and a lady "absolutely promised" to call me back by the end of the day today...I bet she wont.
I went ahead and did some of my own digging. I found our original contract from 2016. It states that beginning year one, the base rate is only allowed to go up a max of 10% for years 2 and 3- guess what...it went up more...so that was instantly them breaking their contract but they wont admit it. Secondly, the contract states that it was good for a initial term of 3 years, and then automatically renews for an additional 36 months. It does NOT state that it was a perpetual 36 month renewal after the first addition. So i called the 800 number again and magically got Nick again! I thanked him for calling me back the other day...he tried to play dumb, and after explaining that we were not actually in a contract, suddenly he was able to change the dumpster pick up to July 27th. But still couldn't cancel the non-existent contract as of 7/31. So I asked to speak to a senior account manager. He put me on hold for an additional 25 min today, to which the phone disconnected and sent me back to the main menu where I had to speak to the operator once more, and she put me on hold for 10 min and put "Melissa" on the phone, who I was just on the phone with for the last 45 min, she claims it is perpetual renewals. We didn't sign anything else. Nor have we signed a single thing since the 2016 contract. Therefore, according to the "contract" they so heavily keep ramming down my throat, we, as of June 30, 2021 have been OUT of contract. They keep telling me no, that it automatically renews with consent once the bill is paid...again...I have NOT paid the bill! I have not consented or agreed to anything! She even said that because we haven't paid, we haven't consented and therefore we do not have a contract, then I repeated what she just said back to her, and she instantly back peddled and said she said no such thing, and said that she must have misspoken.
So between them actually breaking their contract terms and charging us more than they should have back in 2017, and the fact that the "contracts" actually expired June 30, they are still refusing to just end everything as of July 31, 2021. They said they would come get the dumpsters on July 27th if that's what we wanted, but that we would still have to pay for the service through Aug 17 (again, a date that we did not agree to). They just keep ramming the word "contract" down my throat- which we don't have one anyways...but that's how they work I guess. Try to scare you into not cancelling. They will not give it up that we have to "provide 30 days notice" and the 30 days is from the date that we notify them. We didn't know there would be a price increase until we actually received the bill- which wasn't until the middle of the month to begin with.
I was also supposed to receive the so called copy of "terms and conditions" to my email for all 4 accounts. That was supposed to be 15 min ago, but I doubt I'll receive that either.

DISRESPECTFUL
& BAD SERVICE

Trash not picked up, the pickup person talked hateful & disrespectful to my husband calling him "old man" which isn't the first time he has said that to him.

This occurred Mon. evening at Camden Northpointe Apts.
Tomball, TX

P.S. Others residents said many times they have taken their own trash to the dumpster.

I quit Waste Management because they were not reliable at picking up my trash. They always had some lame excuse like the weather or a driver's personal confict; while other waste carriers in my neighborhood consistently picked up their customer's trash on time. Now that I've quit their service, I am being charged a ridiculous amount to pick up my trash receptacle which I rented. A charge of $26 for fuel charge when they are on my block to pick up other people's trash is not fair. It's just bad customer service to charge picking up the receptacle at a rate of $75 anyway. I am a senior citizen and I hate being taken advantage of which I think I was.

Service address is 7913 Long Beach Blvd.
You delivered dumpster then because of covid I had problems getting help so it was not used right away. Then with out notice you started charging me for non use of dumpster costing 3 times of what it is worth. I called about 10 times and nothing. Now you send me to collections. This email is the first step. Please advise.
Thx Don Meisner

Called WM back in late May to let them know my last pickup would be 6/22/21. Now am living 1000 miles away, house has long been sold, and I am getting a WM bill for "service" thru August. Very difficult to find a phone number for customer service, and am placed on hold so long my ear hurts and my phone battery runs down.

My former customer #[protected]

I ordered a yard waste container at end of June. I was told the container would be delivered on July 2 Nd and that billing would begin at that time. To date I still haven't received the container. I have called 3 times, spent a lot of time on hold, and was finally told I am being billed for yard waste even without container as I could provide my own container. I WAS NOT told any of this information initially. I have not put out any yard waste. Customer service was rude and unhelpful. I was told on call #2 there was a container for me so it's not availability. How difficult is it to deliver container? And how can you justify charging me for a service I have not received? I am disappointed and disgusted by the treatment and indifference I have been shown

I've had a contract with Waste Management since October of 2014. What was initially less than a $75/month service charge has more than doubled, added fees have escalated and now the monthly bill is over $225.
I'd like to terminate service, but they make that as difficult as possible. When I called, I was put on hold, passed between a couple representatives and after about 30 min was told to leave a name and number and they'd call back. They didn't. Nor did they respond to a message sent through their website.
After calling back and ranting at their employees, I was finally put through to an account manager. Turns out the 3 year contract that I signed nearly 7 years ago has a clause allowing them to automatically renew my contract annually without my approval and I'd have to pay the remaining contract in full to terminate service. Also, another clause in the contract stipulates that written notification must be provided at least 90 days (and no more than 180 days) prior to the termination of the existing contract. A different clause requires that all written communication be provided via certified mail, return receipt requested.
Since the effective date on my contract is 03 Oct and it's currently 16 Jul, I'm no longer in the 180 to 90 window by 13 days. This means that in order to terminate service, not only would I have to pay in full for the remaining three months, I would have to pay for the entire subsequent year as the contract will renew in October and there is nothing I can do about it.
Waste Management would incur no more costs if I requested service termination today than they would have if I requested it two weeks ago. The business practices employed by Waste Management are abusive and clearly designed to entrap customers that no longer want their service. The extent and structure of their contract is unnecessarily byzantine which serves the same purpose of entrapment.

Truck #211504 backs in the driveway and on several occasions could have moved to the side a bit and let me and a few other cars by before dumping the trash. Three times in a row now, he has backed up, not let me or anyone else by, looks back when he gets out of the truck and takes his time while we are all waiting. This has now costed me to be late to my place of employment and has put my job in jeopardy. I would appreciate if you can let him know to be courteous and let people through quickly before blocking everyone from getting out. It's extremely rude especially because it takes him no more time to just allow us by before putting the trash truck in park and collecting the trash. I understand he has a job well so do I and I would like to be on time not just sitting waiting for him for over 5 minutes to move from blocking the driveway. not to mention what if there was an emergency, how does he know there is not an emergency vehicle in the property (past the driveway) already. It's not very safe for him to block the driveway. I hope this behavior discontinues. I will report this every time until it stops. This is new service at this location not a great new impression.

On 6/26/21 I called WM to cancel my service (which I've had for over 25 years) because their price has become insanely high compared to other waste haulers in my area. The agent I spoke to told me I would just be billed another $75 for them to remove their container and I agreed to that. A week and a half later a bill was emailed to me for my normal service price of $220.62 which it said would automatically be charged to my credit card. I quickly went to my online account, which I assumed had been deactivated, and disabled automatic payments. Then I called WM and explained that I had cancelled my service but I was still being billed for some reason, and also that they were supposed to pick up my container but never did. After a long period of waiting on hold, she assured me that my service was indeed cancelled and that she would remove the $220 payment from my card, which she did. 10 minutes later a truck stopped at my house and took my container away. I thought that was the end of it until today, 7/10/21. I just got another email saying that I owe them $220.62 for the service period of 7/01/21 - 9/30/21, and if I don't pay it by 7/15 they will be adding a penalty late fee. Why are they still charging me after TWO different agents told me my service was cancelled? This is really stressing me out because I just don't know how to stop this endless cycle. I feel like I'm being pushed around by a huge corporation, and they have their foot on the back of my neck telling me to pay up or else. If I don't pay them, the bills will just continue to pile up until they send a collection agency after me and ruin my good credit rating. What am I supposed to do?

I live in Lawrenceville, GA. WM company workers picked up the trash, littered my front yard and just left without cleaning it. This unprofessional service needs to stop. Tell your workers do a better job, please.

Getting service from waste management for over 15 years . Went on automatic payment payment for 6 yard 2 x a week increase from 450 to above 1300 hundred which they were getting paid on automatic withdrawal. When I realise it and complain they changed the contact . I would like to get the refund for over charging for several years without notifying me

I signed up for Waste Management recently with the expectation that they'd be doing what their business name implies. Unfortunately, that hasn't been the case. I had received a phone message early in the week that my garbage cans would be delivered midweek. Unfortunately, on delivery day, nothing came. I called in and was told they would be delivered the following day. Next day, nothing. Called in and was told that times may vary, but their "system" showed they were in route. Nothing. Next day, same story. Should've gone with a different company. Nothing like paying for nothing.