Complaints

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

close

Find a Location

Waste Management has 519 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Waste Management

  800 Capitol St Ste 3000 Houston, TX 77002-2945

• 

  Waste Management

  7501 Grade Ln Louisville, KY 40219-3407

• 

  Cleveland Hauling

  6705 Richmond Rd. Solon, OH 44139

• 

  Waste Management Inc

  390 Innovation Way Wellford, SC 29385

• 

  Waste Management New Orleans Hauling District

  1220 Peters Rd Residential Recycling Division Harvey, LA 70058-1717

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:07/18/2025

  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.

  I have been trying to cancel my trash service with Waste Management for a month. I have made numerous calls, being put on hold for over 30 minutes several times. Have had the phone disconnect when I was being "transferred," made several attempts on their websites "help" section. Have had three live chats, and here I still am.

  Business Response

  Date: 07/22/2025

  Date: 07/22/2025
  
  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 cancellation of your account.
  
  After review, you spoke with ******, who was able to cancel your account yesterday 07/21.
  
  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: 07/22/2025

  [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:07/18/2025

  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.

  I have tried to contact WM to cancel a service order for residential trash at a new residence that was scheduled for a few weeks from now. This company has made it impossible to get it cancelled. Their website doesn't allow it, I have tried calling their customer service multiple times but they said they are unable to do it and refer me to a phone number that literally never answers. It plays music for hours at a time to no avail. I have never dealt with such a poor customer service from a ********************** before, it's impossible!

  Business Response

  Date: 07/22/2025

  Date: 07/22/2025
  
  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 cancellation of your account.
  
  After review, you spoke with *******, who was able to cancel your account yesterday 07/21.
  
  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: 07/22/2025

  [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.  It's a shame it takes reaching out to the BBB for WM to provide an avenue to cancel a service that was not even started. Thank you BBB!
  
  
  
   
  

• Initial Complaint

  Date:07/18/2025

  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.

  When attempting to cancel my service with waste management I began attempting to contact them in June. The automated system consistently disconnected my calls when I followed the prompts to cancel service. I attempted 6-8 times over the course of 4 days with the same result. I was finally able to reach someone by selecting another option. I proceeded to cancel my service and agreed to complete the (at the time) current 3 month term length. They agreed to do my last pick up on 6/27 as I was paid up through June.The week of June 16th my trash cans were removed (a week early). I called twice to have the cans returned. They only returned one even though I was paying for two trash bins. Final pick up was 6/27 but the cans were not removed. I had to call again after 6/27 as the cans were not picked up. I was told either 7/5 or 7/10 would be the date they would pick up the cans but they couldnt confirm which day it would be. I called again and they said they were supposed to pick up on 7/11 but got behind and rescheduled the pick up for Monday 7/14. I have notified 3 different people on 3 different occasions that the trash bins are in their pick up location which is not in front of my house but along the side where they e been collected for years by ***** of 7/18, the cans are still here. Ive now received an invoice to pick up the cans for $95.24. On their statement there is a disclaimer that says when you pay the quarterly invoice you agree to continue service during the dates of the period. I have paid and completed the services for the last invoice I paid which was for 4/1-6/30. It says if services are cancelled after initial acceptance you will be charged a cart removal charge. I completed service for the agreed upon dates and have not renewed however I am still being charged for cart removal that took place at the wrong time, I didnt have all my bins for my final pickups and now the remaining bins havent been picked up.

  Business Response

  Date: 07/22/2025

  July 22, 2025
  
  
  
  
  
  WM Customer ******************
  ******************** Case # ********
  
  
  Subject: ********************************* Cancellation Experience
  
  
  Dear *****,
  
  
  Thank you for taking the time to share your experience with us. I truly understand how frustrating and exhausting it must have been to repeatedly attempt to cancel your service, only to face disconnections, delays,and confusion around your trash bin pickups. Please accept our sincere apologies for the inconvenience and lack of clarity throughout this process.
  
  
  We attempted to contact you to discuss our resolution with you directly, but unfortunately, we were unable to reach you.
  
  
  After a thorough review of your account and the timeline of events you provided, we have made the necessary adjustment to your billing to zero out the balance due of $95.24. This adjustment can take up to 35 business days to appear on your account.
  
  
  Our records show that your containers were removed on July 18, 2025. If this is not the case, please contact us so we can request removal right away.
  
  
  We appreciate your patience and the opportunity to make this right. If you have any additional concerns or questions, please dont hesitate to call us at ************, option 3. We are here to assist you.
  
  
  Best Regards,
  
  Murtise H.
  Customer Experience Agent- WM Cares

  Customer Answer

  Date: 07/23/2025

  [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:07/17/2025

  Type:Sales and Advertising 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 requested a roll off dumpster for my home and paid ****** on 5/26/25 and got it delivered 5/30/2025. I then requested a pickup 7/8 and instead of picking up, they tried to drop off. So, they then picked up 7/10- at which point I had been charged another ******. when the dumpster was picked up, my account said I had a credit of $400-500 (which btw, their account and billing is not client friendly and makes no sense how they bill) at which point I called a customer service *** and was advised that WM would weigh my dumpster and I would be given a refund or a new bill if the dump went over the weight limit of 3 tons. I then received a bill today WHICH I CANNOT OPEN and keep getting error messages for after trying to open on my phone, ******, and IE for an amount of *******. i am not paying this until I am mailed an invoice and/or speak to a *** to see what i am being charged for - WM billing is shady. there is no way in h*** i can go from a credit of 400 something dollars to receiving a bill of ******* for throwing away household items and not even filling the dumpster completely

  Business Response

  Date: 07/21/2025

  July 21, 2025
  
  
  
  
  
  WM Customer ******************
  ******************** Case # ********
  
  
  
  Subject: Follow-Up on Dumpster Billing Concerns
  
  

  Dear ******,
  
  

  Thank you for reaching out and sharing your experience. Im truly sorry for the confusion and frustration youve encountered with your recent roll-off dumpster rental. I understand how upsetting it must be to face unexpected charges, especially when the billing system feels unclear and difficult to navigate.
  
  

  Youve taken all the right steps by requesting pickup,contacting customer service, and trying to access your invoice. I regret that instead of clarity, you were met with technical issues and a bill that didnt make senseespecially after seeing a credit on your account. Thats understandably frustrating.
  
  

  We did attempt to contact you to discuss your concerns in more detail, but unfortunately, we were unable to reach you. After reviewing your account thoroughly, weve made an adjustment to your billing and zeroed out the balance due of $766.57.
  
  

  This adjustment will be credited to your account tonight,and by tomorrow, your balance will reflect $0 due on the ****** portal.
  
  

  If you need further assistance or would prefer to speak with someone directly, please contact our account representative **** at ************. Hes available and ready to help.
  
  

  Thank you again for your patience, and we truly appreciate your business.
  
  
  Best regards,
  
  
  Murtise H.
  Customer Experience Agent- WM Cares

  
  

  Customer Answer

  Date: 07/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before send*** 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.  
  

  I did still see an invoice on my account with a due date of August 15 that shows a balance due- which I will not be pay*** per your response of zero-*** out the account. Thank you 
  
  
  
   

  
  

• Initial Complaint

  Date:07/14/2025

  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.

  Ive been trying to cancel my service. I opened a case. They replied with a question as to why I was cancelling. First off, this shouldnt be required to cancel a service, yet I provided an answered. I replied that I no longer wanted it and to please cancel. I have tried to contact them multiple times over the last two weeks and they are completely unresponsive.

  Business Response

  Date: 07/15/2025

  July 15, 2025
  
  
  
  
  
  WM Customer ******************
  ******************** Case # ********
  
  
  Subject: Confirmation of Service Cancellation and Container Removal
  
  
  Dear *****,
  
  

  Thank you for reaching out and sharing your experience. We sincerely apologize for the inconvenience and frustration you've encountered while trying to cancel your service. We understand how important it is to have a smooth and respectful cancellation process, and we regret that this was not your experience.
  
  

  You are absolutely right cancellation should be straightforward, and we appreciate you taking the time to respond to our initial inquiry despite the added effort. We also acknowledge the lack of responsiveness you faced over the past two weeks, and were truly sorry for the delay in addressing your request.
  
  

  During our phone conversation today, I confirmed that your account will be canceled effective July 2, 2025, which reflects the date of your initial cancellation request. Additionally, weve scheduled the container removal for July 22, 2025, and as a courtesy for the inconvenience caused, there will be no fee for the removal.
  
  

  If you have any additional concerns or need further assistance, please dont hesitate to contact us at ************, Option 3.Were here to help and ensure your account is handled with care.
  
  

  Thank you again for your patience and understanding.
  
  
  Best Regards,
  Murtise H.
  Customer Experience Agent- WM Cares

  
  

  Customer Answer

  Date: 07/17/2025

  [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:07/10/2025

  Type:Service or Repair 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.

  It is impossible to reach a human with Waste Management (WM). All I want it to cancel my services and get my account off of their books. All phone numbers (including local) end up in the same perpetual loop of being on hold and never answered. The virtual chats tell me that they can't cancel my services, I need to call. When I go to my online account, it tells me the same thing. I sent an email to a person in their *************, ** office (their district/******* office) who should have been able to help, but I received no response. I am at my wits end. I don't want them to send me to collections, I have excellent credit. Our bill was paid up until June 30th. Our regular pick up would have been on July 8th, which we did not but trash out since we did not pay for it and cancelled (so I though). I am currently in treatment for Cancer and I just don't have the energy for this anymore. Please help!! Their business practices should be illegal. Is their anyone who can help me?

  Business Response

  Date: 07/14/2025

  July 14, 2025
  
  
  
  
  WM Customer ******************
  ******************** Case # ********
  
  
  
  Subject: Follow-Up on ************ Cancellation Request
  
  
  

  Dear ****,
  
  

  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the frustration and inconvenience you've encountered while trying to cancel your services. We understand how important it is to have a simple and responsive process, and we regret that your attempts to connect with us have been met with delays and unresponsiveness.
  
  

  We want to assure you that your concerns have been heard. We attempted to call you to discuss your request and finalize the cancellation of your account, but unfortunately, we were unable to reach you.
  
  

  If you still need assistance, please contact us directly at ************,Option 3, so we can assist you right away and ensure your account is properly closed.
  
  

  We appreciate your patience and the opportunity to assist you.
  
  
  

  Best regards,
  
  
  Murtise H.
  Customer Experience Agent- WM Cares
  

  
  

  Customer Answer

  Date: 07/15/2025

  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.  

  I was able to connect with "Murtise" at Waste Management concerning the canelization of services and the bill that was due. She indicated that effective June 30, 2025, my services are cancelled, the $122.56 that is owed for the next billing cycle will be zeroed out and that they would be picking up my can on 7/17/25 with no charge. This is all great, but she also indicated that it would take about 3 weeks to show up on my account. I would like to keep this claim until that occurs. I just don't trust them. Thank you for your assistance!
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* ****
   

  
  

  Business Response

  Date: 07/21/2025

  July 21, 2025
  
  
  

   

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

  Subject: Follow-Up on Waste Management Service Cancellation and Billing Concerns
  
  
  

  Hi *******,
  
  

  I wanted to follow up regarding my recent interaction with you concerning the cancellation of your services and the outstanding bill.
  
  

  I confirmed that as of June 30, 2025, your services have been cancelled. I also stated that the $122.56 charge for the upcoming billing cycle will be zeroed out, and that your waste container will be picked up on July 17, 2025, at no additional charge. This resolution is appreciated.
  
  

  However, I also mentioned that it may take up to three weeks for these changes to reflect on my account.
  
  

  Thank you for your response. I acknowledge your request to keep the BBB case open until you can see your account balance at zero. I want to assure you I too have your account on follow-up review to ensure your balance is zero. If you have any additional concerns, please contact me at ************,option 3. I am here to assist you.
  
  
  Best Regards,
  Murtise H.
  Customer Experience Agent- WM Cares

  
  

  Customer Answer

  Date: 07/22/2025

  Better Business Bureau:
  
  This letter is to inform you that Waste Management has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/10/2025 and assigned ID ********.

  Thank you so much for your involvement!!

  
  Regards,
  

  ******* ****

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair 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 raised its fees and gave us 30 days to terminate the service agreement with them. We paid for the service through 5/31/25 and included a letter with all of our information stating that we want to terminate our service effective 5/31/25.Since then, we have spent hours on the phone and spoken to several people. Most of the people refuse to return our calls. They continue to refuse to terminate the service, even though they have not been picking up the garbage.Waste Management is trying to negotiate to keep the service in place. We were given the option to terminate service due to the rate increase, and that is what we want to do. End of discussion.Attached are various communications, copies of invoices, and our letter to Waste Management. And the letter was sent along with the payment, which was cashed. So Waste Management definitely received our letter cancelling service. At one point, the containers were scheduled for removal. But that did not happen. They just continue to invoice us, while they are not removing any trash. They claim that they are, but we have the containers taped off. And we have cameras on them and we dispute any claim they make that they are servicing them weekly.

  Business Response

  Date: 07/10/2025

  Date: 07/10/2025
  
  Better Business Bureau complaint # ********
  WM Account  # ************
  
  Dear Collin, 

  
  Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with cancellation of your account.
  
  After review, we had ********* from our sales team reach out to you and he confirmed your cancellation is set.
  
  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: 07/11/2025

  [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 ********.

  After discussion with ***** *******, I find the resolution would be satisfactory to me.  

  
  
  
   

  
  

• Initial Complaint

  Date:07/05/2025

  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.

  I have contacted Waste mgt. 5 times in 1 month. Half of those times they told me that they could not help me because they couldn't identify who I was by my address. I need a 69 gal. extra trash receptacle. WM switched us from our own cans to their new cans which are smaller than my old ones. I asked them if I could use the recycle can on non recycle days but was told no. cannot use the recycle can for trash. All I have been trying to do is get a trash receptacle from them so that trash is not stored on ground waiting for an empty receptacle. Please help. I realize that this isn't a big deal but it is to us who have to store the trash until next time

  Business Response

  Date: 07/08/2025

  July 8, 2025
  
  
  
  
  
  WM Customer ID: ***************
  ******************** Case # ********
  
  
  
  
  Subject: Follow-Up on Your Trash Receptacle Request
  
  
  Dear *****,
  
  

  Thank you for taking the time to share your concerns with us. I truly understand how frustrating it must be to have reached out multiple times without receiving the support you needed. Im very sorry for the inconvenience and confusion youve experienced, especially regarding the identification issues and the challenges with your trash receptacle.
  
  

  We appreciate your patience as we work to resolve this matter. During our phone conversation today, I informed you that,unfortunately, we were unable to deliver the requested 96-gallon trash container as originally promised. I understand how important this is to you,and I want to assure you that your request is a priority.
  
  

  The new scheduled delivery date for your container is July 10, 2025, and we are committed to ensuring it is delivered as planned. I will personally follow up with you on Thursday to confirm that the delivery has been completed.
  
  

  If you have any additional concerns or need further assistance in the meantime, please dont hesitate to contact us at ************,option 3 so we can review your account and provide immediate support.
  
  

  Thank you again for your understanding and for giving us the opportunity to make this right.
  
  

  Best regards,
  
  
  Murtise H.
  Customer Experience Agent- WM Cares
  

  
  

  Customer Answer

  Date: 07/09/2025

  [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:07/01/2025

  Type:Service or Repair 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 hired WM to supply a dumpster and trash ******* at my business for pickup once a week. I had no issues at all for the first year. I then upgraded to a larger dumpster and pickup 2x a week on set days. WM couldn't do the two days I wanted so they offered to pick up on another 2 days we agreed upon. Service just got worse and worse after that. Agreed days were not picked up on, days were back to back which didn't work for my company and I would have to pay to dispose of overflowing trash on several weeks. I called multiple times over months and they would pick up on agreed days for a little while and then same issue. I kept calling and requesting to speak to a manager and no manager ever called to address the issue/complaints. I asked for email proof of calls and that never happened ever either. When I would call back they would have no record of my previous calls or record of me asking for a manager to cal me back. I was told I would receive a credit to my account for the few weeks this happened. I never received a credit. Finally I had enough and cancelled my ******* with WM. I was told the dumpster would be picked up on April 1. Dumpster was not picked up, when I called back I was told it could take up to 5 business days. I had hired a new dumpster company to start ******* 6 business days after the 1st and incurred disposal fees in the meantime. Myself and my business partner called several, several times to get the dumpster picked up until it was finally picked up on April 18th. WM sent me an invoice for April ******* as well. When I called to dispute yet another issue, they told me that the dumpster was still being *******d and trash collected and that I had to pay. I had to dispute this and request video proof of the ******* they did they were providing. Finally someone called and left a message that in fact they would rebate the charges. I am still getting charged for removal which I was told I would not have to pay for, it is now 4 months ongoing.

  Business Response

  Date: 07/03/2025

  July 3, 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 billing on your cancelled account.
  
  After review, we issued an adjustment for the removal charge leaving a zero balance.     
  
  If you have any further questions or concerns you may call us at ************ option 3, and we would be glad to review them immediately.
  
  Very Respectfully,
  Chanthall C.
  Customer Experience Agent- WM Cares

  Customer Answer

  Date: 07/09/2025

  [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:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 originally signed with WM back in 2023 through a Sales *** named ****** who helped in setting up the account and send a agreement to sign through my mobile. I was not told that I am signing a 5 year contract which is way beyond the norm. I am currently told that I cannot cancel the service. My landlord has provided the garbage and recycling to my store effective from July and I am not paying double through landlord and WM. Hence looking to cancel the service.

  Business Response

  Date: 07/02/2025

  July 2, 2025
  
  
  
  
  
  WM Customer ******************
  ******************** Case # ********
  
  
  
  Subject: Follow-Up on ************ Concern
  
  
  Dear *****,
  
  Thank you for bringing your concerns to our attention. I understand your frustration regarding the original agreement signed in 2023 and the recent changes to your waste and recycling services.
  
  As we discussed during our telephone conversation on July ******, you acknowledged speaking with our account associate, ****, regarding available options to retain you as our valued customer. Following that conversation, **** emailed you a service agreement offering a lower rate in an effort to better meet your current needs.
  
  We truly value your business and want to ensure you feel supported. If you have any questions or concerns about the new agreement or need further assistance, please dont hesitate to reach back out to **** directly. Shes ready to help you right away.
  
  Thank you again for your time and for giving us the opportunity to address your concerns.
  
  
  Best Regards,
  Murtise H.
  Customer Experience Agent- WM Cares