Business Profile

Garbage Removal

Waste Management

Headquarters

This business is NOT BBB Accredited.

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Pattern of Complaints

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Complaints

This profile includes complaints for Waste Management's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,814 total complaints in the last 3 years.
972 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/17/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My trash-the blue trash bin-was not picked up on 4/16/25 even though when I go to my accounts page and call the recording each state the blue trash bin was picked up on Wednesday. I called 3 times to request pick up. I reported the missed pick up online and by phone, and received an email notification for the missed pick up notification. The same day I also called (on hold for 20 minutes) after noticing the person picked up my neighbors trash but not mine, the female representative stated her computer read that the trash was still scheduled to be picked up by 7pm that day, even though both the recording and my accounts page read that the trash was already pick up. I called again the next day to confirm after noticing no pick up on 4/17/26 and spoke to ******** who stated she sees the missed pick up and that the truck is scheduled for pick up in 24 to 48 hours, but that she would call me back in 1 hour to confirm ETA. I told her to leave a voicemail in case I cant reach the phone, she stated she would. I didnt receive that call. I called again late afternoon after noticing still no pick up or call back but the wait time to speak with a representative was over 30 minutes, by the time they would answer the call center wouldve been closed. I didn't want to wait on hold again that long, only for them to close while waiting. Not sure what else to do since I cant get a true confirmation of pick up, so I contacted the BBB. I dont want to keep calling the call center and wait on hold for 20 to 30 minutes. I would wait for the full 48hrs, but due to experience in the past, without an ETA that bin will be sitting out there until next Wednesdays pick up. The missed pick up order and confirmation number is: Order Number262263034 Ticket Number542577 Service Address45927 *********
Business Response
Date: 04/21/2025
April 21, 2025

BBB Case # ********
WM Customer ID: ***************

Subject: Follow-Up on Missed Trash Pick-Up

Dear ******,

I hope this email finds you well. I am writing to address your recent complaint regarding the missed pick-up of your blue trash bin on April 16, 2025. I understand how frustrating this situation must be.

After reviewing your account and the details you provided, I see that you made multiple attempts to resolve the issue, including reporting the missed pick-up online and by phone, and calling our customer service representatives. I appreciate your patience and persistence in trying to get this matter resolved.

Our records indicate that the trash was scheduled to be picked up by 7 PM on April 16, 2025, but unfortunately, it appears there was a discrepancy between the recording and your account page. I understand that you spoke with ******** on April 17, 2025, who confirmed the missed pick-up and informed you that the truck was scheduled to return within 24 to 48 hours. I apologize for the lack of follow-up and the extended wait times you experienced when trying to reach our call center.

I have verified that the service was completed on April *******. I attempted to call you to confirm, but I was unable to reach you. If you still require assistance or have any further concerns, please do not hesitate to contact us at ************, option 3, so we can review your account and ensure everything is in order.

We value your feedback and are committed to improving our service to prevent such issues in the future.

Thank you for your patience.

Best regards,
******* *.
Customer Experience Agent- WM Cares
Customer Answer
Date: 04/22/2025
I have reviewed the response provided by the business regarding complaint ID ******** and find the proposed resolution to be satisfactory.

I would like to express my sincere appreciation to Murtise for her outstanding assistance. Your professionalism and dedication were evident throughout the process. You made yourself readily available, addressed all of my concerns, and ensured that I felt heard. Thank you for your patienceand I must say, you have a beautiful name. My apologies again for mistakenly calling you ********.

Regarding the issue, had ******** followed up with the promised confirmation of the 2448 hour pickup window and provided an ETA, my level of concern would have been significantly reduced, and escalation may not have been necessary. I understand that it was a holiday weekend, and she may have been handling a higher volume of requests, which likely contributed to the lack of follow-up.

When I called back, I spoke with another representative who attempted to reach dispatch but was unsuccessful. She did her best to assist and submitted a new service ticket, but this could have potentially triggered an additional 2448 hour delay. At that point, I also spoke with ********, the supervisor on duty.

Given that it was just before the holiday, the prospect of trash remaining outside for an extended period was concerning. I live in a well-kept neighborhood where children often play in the yards and streets, and open bins can attract crows and create an unsightly mess. This was not an ideal situation for my guests or neighbors.

Again, I genuinely appreciate your diligence in following up and representing the company so well.

Looking ahead, I sincerely hope that drivers will receive additional trainingparticularly regarding how bins are handled. Excessively forceful placement of bins often results in damage, especially to the wheels, which makes it significantly more difficult for individuals like myself, who are older and/or have physical limitations, to maneuver them. I had to deal with a damaged bin for several years, even after a technician confirmed it was broken. More recently, another bin was only just replaced after it was slammed, damaging both the lid and a wheel. Yard waste bins are already heavy, and dragging them with broken wheels poses a real challenge. Furthermore, I have noticed that fallen bins are frequently left lying in the street, which can obstruct traffic and create hazardous situationsparticularly for elderly residents attempting to upright them. It seems that drivers are not being held accountable, that lack of accountability may explain the ongoing concerns with service quality.

While I am grateful that the issue was resolved before the holiday, the amount of effort and repeated calls required to achieve that outcome was excessive. Even you had to contact dispatch multiple times just to obtain an ETA. Regarding the difficulty in reaching dispatch, I understand that it may have been due to reduced staffing or increased demand during the holiday weekend.

I hope to see improvements in both communication and service delivery going forward.

Thank you once again for your professionalism and support.

Best regards,
****** *******
Initial Complaint
Date:04/15/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
WM OVER CHARGES ME FOR PAUSING SERVICE (one time fee) of ***** and then restart service of ***** which was their error, They have credited me *****. I have been paying them around ****** every month for one regular trash container and one recycle. One customer service employee, ******, told me they were charging me for two garbage containers. ****** promised to go through my account with precision and get this resolved within 24 hours. This phone call was on 4/16/2025. I never heard back and since then I have called back and spoke to a Tammy, Robin, ******, **** - all promising me call back. Today, 4/15/25 I made my final call to **** cancelling service and to send me bill for one pickup which was yesterday 4/14/2025. I was informed they will pick up their bins on 4/21/25 but also charge me additional ***** for bin pickup. I informed them that I will not be paying this ***** fee because of all the time I wasted trying to receive customer service. Can ******************** find someone in HR or an employee who gives a **** about their service. My new garbage company is charging ***** QUARTERLY and includes senior citizen discount. When I cancelled WM they said they would give us same senior discount but I never heard of this perk. They even mentioned price match but I doubt that would happen because of extraordinary price difference and I still cant get an answer if I been over charged all these years for two garbage bins (excluding recycle). I been doing business with WM since 1985.
Business Response
Date: 04/18/2025
April 18, 2025

Better Business Bureau complaint # ********
WM Account # ***********

Dear *****,

Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with. As we discussed over the phone, your account will be prorated for only 1 week of service which is $30.31 this will be the only amount due.

I will be monitoring the account and once I see the removal charge applied, I will have it waived, this would be $75 charge we discussed.

Once again, we apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.

If we have not addressed all your issues or something arises, please call us at ************ option 3, and we can review immediately.

Very Respectfully,
******** *.
Customer Experience Agent- WM Cares
Customer Answer
Date: 04/22/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
Date:04/14/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
4/9/25 waste management reported they picked up trash yet everyones trash is still outside. Happens frequently. When I call to complain they find a way out of it and blame us. Whole ****** was missed, about 25 families, but the driver reported pick up so we are not believed. Happens FREQUENTLY.
Business Response
Date: 04/16/2025
April 16, 2025

BBB Case # ********
WM Customer ID: ***************

Subject: Resolution of Your Trash Pickup Issue

Dear *******,

I hope this email finds you well. I am writing to address the concerns you raised regarding the missed trash pickups in your area. I understand how frustrating it must be to see everyone's trash still outside despite reports of service, and to feel unheard when you call to complain. I sincerely apologize for the inconvenience this has caused you and your neighbors.

During our telephone conversation today, you acknowledged that your trash was serviced. I informed you that I will personally monitor your service for the next 30 days to ensure that this issue does not recur. If you have any questions or concerns during this period, please reach out to WM Cares at ************, option 3, so we can address them right away.

Thank you for your patience and understanding. We are committed to improving our service and ensuring that your experience with us is positive moving forward.

Best regards,
******* *.
Customer Experience Agent- WM Cares

Customer Answer
Date: 04/22/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me for now. The repetitive and long-standing nature of this issue makes me want to leave it open but I understand the need to close it. When/if the issue recurs I hope I am welcome to resubmit.
Initial Complaint
Date:04/11/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Waste management has significantly increased their price without my knowledge. I waited over an hour to talk to someone on the phone and ended up going through online chat. Which didnt get me anywhere. The first ***** disconnected and the other one was no help either. This company is price gouging and ripping people off. I asked if I could purchase my own trash can and the ***** said they charge for the service not the can, but then the ***** said I could order a smaller trash can through them and that would slightly lower service fees. So if the trash can doesnt matter why the price change with a smaller trash can? I want my original price that I agreed on. I was never even notified of any up coming increase. Waste management is price gouging and it shouldnt be allowed.
Business Response
Date: 04/15/2025
04/15/2025

Better Business Bureau complaint # ********
WM Account # ************

Dear ****,

Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with the recent price increase.

After review, you chatted with 2 agents who did advise the price increase took effect on January 1st. This price increase is part of a contract that WM has with Grass Valley and is non-negotiable.

Once again, we apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.

If we have not addressed all your issues or something arises, please call us at ************ option 3, and we can review immediately.

Very Respectfully,

**** *.
Customer Experience Agent- WM Cares
Customer Answer
Date: 04/18/2025
Better Business Bureau:

This letter is to inform you that Waste Management has not carried any proposals and it has not resolved my complaint, filed on 4/11/2025 and assigned ID ********.

Regards,
**** Henkel
Initial Complaint
Date:04/09/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They did not pick up my trash but one time during the entire month of December but charged me the regular amount this is wrong to charge for a service that did not occur.
Business Response
Date: 04/14/2025
April 14, 2025

Better Business Bureau complaint # ********
WM Account # ************

Dear *****,
Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with service issues in December.

After review, I issued an adjustment for a one-month credit of $24.42

Once again, we apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.

If we have not addressed all your issues or something arises, please call us at ************ option 3, and we can review immediately.

Very Respectfully,
Chanthall C.
Customer Experience Agent- WM Cares

Customer Answer
Date: 04/15/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
Date:04/04/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Cancelled service on 3/18/25. Confirmation # C13507288. "****" stated my upcoming bill ($145.51)would be canceled, and autopay would be turned off. They took this money out of my checking account anyway on 4/3. They also said they would pickup the trash and recycle cans on 4/4. They picked up the trash can only. I can never get through on the phone with them. I submitted requests on this again on line, Case support # ********. I want my money ($145.51) put back in my checking and the recycling can picked up. No seems to be able to answer the phone or get anything done. Was a customer for over 8 years. They don't seem to care.
Business Response
Date: 04/09/2025
April 9, 2025

BBB Case # ********
WM Customer ID: ***************

Subject: Follow-Up on ******************* Cancellation and Billing Issue

Dear *****,

I hope this email finds you well. I want to extend my sincerest apologies for the inconvenience you've experienced with your recent service cancellation and billing issue. I understand how frustrating it must be to deal with these problems, and I appreciate your patience as we work to resolve them.

You mentioned that "****" assured you that your upcoming bill of $145.51 would be canceled and that autopay would be turned off. Unfortunately, it appears that the payment was still taken from your checking account on April 3, 2025. Additionally, I understand that only the trash can was picked up on April 4, 2025, while the recycle can was left behind.

During our telephone conversation yesterday, I informed you that the recycling container is scheduled for removal on April 9, 2025. As for the reversal of the *** payment, it will be processed 14 days after the payment was made, which means the reversal will be completed by April 18, 2025. I will personally follow up on the refund to see if we can expedite the process for you.

If you need any further assistance or have additional questions, please do not hesitate to contact me directly at ************,option 3. Your satisfaction is our top priority, and we are committed to resolving this matter as quickly as possible.

Thank you for your understanding and patience.

Best regards,
******* *.
Customer Experience Agent- WM Cares

Customer Answer
Date: 04/09/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]
It is unacceptable that you now say that it will take until 4/18 to return my money. You previously said it would be back into my account no later than Tuesday 4/8. Why can't your expedite this? All this only shows that your customer service system is broken.
Regards,

Business Response
Date: 04/14/2025
April 14, 2025

BBB Case # ********
Customer ******************

Subject: Update on Your Refund Request

Dear *****,

I hope this message finds you well. I am writing to address your recent complaint regarding the delay in processing your refund.

Firstly, I want to express my sincere apologies for the frustration and inconvenience this situation has caused you. I understand that you were previously informed that your refund would be processed by Tuesday,4/8, and this timeline has now been extended to 4/18. I completely understand your disappointment and concern.

After reviewing your account and attempting to expedite the refund process, I was advised that the reversal cannot be processed until 04/18/2025. We discussed this during our telephone conversation today, and I assure you that I will continue to follow up on this matter to ensure the payment is reversed on 4/18/2025.

If you have any further questions or need additional assistance, please do not hesitate to contact me at ************, opt 3. I am committed to resolving this issue and improving your experience with our customer service.

Thank you for your understanding and patience.

Best regards,
******* *.
Customer Experience Agent- WM Cares
Customer Answer
Date: 04/19/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
Date:04/04/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We signed a contract for $68.50, with $8.50 administration charge waived if we do auto pay WM keeps sending us bills for hundreds each month and the ***resentative we worked with no longer answers emails. We cannot get through on phone, and the live chat is terrible - never had a worse experience. Finally the live chat *** said we had to call and then left the chat I've spent so many hours on this that we are losing money at our business. I would like the whole previous charge to be waived, and please adjust the future bill to the contract
Business Response
Date: 04/09/2025
04/09/2025

Better Business Bureau complaint # ********
WM Account # ************

Dear *********,

Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with billing and pricing on your account.

After review, our sales rep ******** was able to correct the pricing on your account. She also processed an adjustment of $80.98, which covers the overcharges from February and March.

Once again, we apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.

If we have not addressed all your issues or something arises, please call us at ************ option 3, and we can review immediately.

Very Respectfully,

**** *.
Customer Experience Agent- WM Cares
Customer Answer
Date: 04/14/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

Please revise to remove any late fees, and the previous un-authorized month which was billed at a tremendous amount. The total authorized bill should be $180. I will pay $180. I'm not setting up autopay until the issue is resolved, and if it is not resolved, you can just come get your dumpster and you won't be our problem any more. Waste Management seems to waste our time more than anything. We have work to do - not to jump through hoops for days trying to fix your mistakes

Regards,

**** ******

Business Response
Date: 04/15/2025
04/15/2025

Better Business Bureau complaint # ********
WM Account # ************

Dear Nate,

I reached out to our sales supervisor, who was able to push through the adjustment. The total now due is $150.79, which are for the months of March and April invoices. Your pricing is now fixed as well.

Once again, we apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.

Very Respectfully,

**** *.
Customer Experience Agent- WM Cares

Customer Answer
Date: 04/18/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
**** has been paid. Although I'm still pretty irritated that I've tried calling maybe 50 times and never spoken to a person since feb
Initial Complaint
Date:04/04/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 1/27/25 was billed for services for Feb 1st-Apr 30th, My usual quarterly bill, $174 and change. I called to have the bill adjusted to remove March. agent adjusted my bill to $127, paid. This $127 was for my quarterly bill less March hold. On 2/13 after 2 missed pickups, i called,service had been cancelled accidentally. Service turned back on, but March bill reflected, new charges, and credit for the hold.I cant seem to get any *** to look at the big picture. Total that I am expected to pay after all credits equals $170.91 ($127+ 43.91) I also will owe $40 for seasonal hold fee. If you add up all of these charges, Im actually paying more for the service than entire quarterly bill that originated on January 27th. Summary: Billed $174 ( for Feb1st-April30th)$127 pd Jan 27th Yet to pay: $43.91 (April statement balance) $40 seasonal hold to be applied when hold ends on April 6th. So total paid would be $127+43.91+40=$210.91 This is more than my original bill due for the quarter (all 3 months)Im asking for entire quarterly review for when the account was reinstated on Feb 13th. This caused a new quarterly bill to be charged and yes removed the month of March. However, it doesnt reflect that I had already paid $127 for the same time period of service. This is why Im requesting a refund of $127
Business Response
Date: 04/09/2025
April 9, 2025

Better Business Bureau complaint # ********
WM Account # ************
Dear *****,
Thank you for reaching out to share your concerns. We sincerely regret the inconvenience caused by getting incorrect billing and appreciate the opportunity to address this matter.
After conducting a thorough review, I issued an adjustment leaving a zero balance.
Once again,please accept our sincere apologies for the frustration caused by this situation. Your satisfaction is of the utmost importance to us, and we are committed to ensuring that your experience improves from here on.
If you feel there are unresolved concerns or if any new issues arise, please do not hesitate to contact us at ************ (option 3) for immediate assistance.
Very respectfully,
Chanthall C.
Customer Experience Agent - WM Cares
Customer Answer
Date: 04/09/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
Initial Complaint
Date:04/03/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been attempting to cancel service with Waste Management of ***********. When I attempt to do this on their website (******), I either get an error message saying to try later or I get a message telling me to call an agent in ****** Hauling at ************. When I call the number from 6:00 am to 5:00 Mountain Time, Monday - Friday; I either get a message telling me that they are experiencing problems and to call back later. After multiple attempts at reaching them during their business hours, I finally was able to leave a message, requesting them to call me back. That has not happened. I have already contracted with another company for my trash/recyclable pickup service. (Note: I am required to use this new company based on a new City of Sahuarita ordinance,) I have not paid for or agreed to continue with Waste Management. However, Waste Management is not providing me a way to cancel service with them. Your help in this matter is greatly appreciated.
Business Response
Date: 04/07/2025
April 7, 2025

BBB Case # ********
WM Customer ID: ***************

Subject: Resolution of Service Cancellation Issue

Dear *******,

I am writing to address the difficulty you experienced when trying to cancel your service with us. I understand that you encountered error messages on our website and were directed to call an agent in ****** Hauling but faced issues with reaching them during business hours. Despite multiple attempts, you were only able to leave a message, and you have not received a call back. Additionally, you have already contracted with another company for your trash and recyclable pickup service.

I called you today to discuss the reason for your cancellation request, but you advised that per the Better Business Bureau, you cannot talk and requested us to reply through them. You then disconnected the call.

Please note, we have not received communication from the city to cancel your service based on their mandate. However, because you mentioned in your complaint that you have already contracted with another company and per your request, we have canceled your service with us effective March 26, 2025. We have scheduled the containers to be removed on Wednesday,April 9, 2025. Please have them by the curb for ease of removal.

If you have any questions or need further assistance, please contact us at ************, option 3.

I apologize for any inconvenience this has caused and appreciate your patience.

Best regards,
******* *.
Customer Experience Agent- WM Cares

Customer Answer
Date: 04/09/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
However, since I only was able to review Waste Management's respond on 4/9/2025 at around 6:15pm, I was not able to put out their trash and recycle containers. I am putting them out this evening so that they can pick up their containers tomorrow, 4/10/2025. Thank you.
******* *****
Initial Complaint
Date:04/03/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a bill with waste management due upon receipt on 2/3 for ***** on 2/19 I paid half the bill. Then on 3/3 I received another bill for ***** which I then paid in full. So then I receive a bill on 4/1/25 for ****** for a resume service and fuel fees which were never on there. I have been trying to talk to people as there was no indication that service was suspended. Even when I went to pay the bill it was not suspended. I called to confirm my payment and well they wrote some notes on there after the payment. I have requested chat transcripts for them to remove the fee and asked why my trash can's were not picked up or why I was never notified on the suspension. Why my online account when I paid the bill did not say suspension. I ask when the time stamp of when my account was suspended. Not the date they made it suspended but when they actually wrote the notes. So they did nothing as far as notifying me, never picked up a trash can. I was gone and out of town and taking care of my mother who is fighting cancer and I paid my bill in full. No one will talk with you and I get the same people who continue to read the bill. i need help as I can not afford this amount and was put on my account incorrectly. Now if they trash can was picked up or something but nothing happened. You can not see the service history, any indication of suspension, no document that the container was picked up. I am asking for some understanding and grace as this is wrong.
Business Response
Date: 04/07/2025
04/07/2025

Better Business Bureau complaint #********
WM Account # ************

Dear *******,

Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with your billing.

After review, we were able to speak, and we went ahead and provided adjustment of $108.01 on the account.

Once again, we apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.

If we have not addressed all your issues or something arises, please call us at ************ option 3, and we can review immediately.

Very Respectfully,

**** *.
Customer Experience Agent- WM Cares
Customer Answer
Date: 04/09/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.

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