Complaints

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

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• 

  Waste Management

  800 Capitol St Ste 3000 Houston, TX 77002-2945

• 

  Waste Management New Orleans Hauling District

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

• 

  Waste Management

  264 Old Flatbush Road Kingston, NY 12401

• 

  Waste Management, Inc

  25 Bowling Lane Martinsburg, WV 25401

  
• 

  Waste Management

  1224 Hayes Boulevard Bristol, PA 19007

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:07/14/2025

  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:07/09/2025

  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
  

• Initial Complaint

  Date:06/30/2025

  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.

  Tried contacting Waste Management to cancel their service. I waited on the phone for over an hour and a half. They switched my collection days and then stopped collecting. That's why I desire to cancel their service.

  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 reaching customer service to cancel service.
  
  After review, I attempted to reach you at ************ several times but was unsuccessful. We can assist with the cancellation request, but we do need to speak with you.    
  
  You may call us at ************ option 3, so we can assist with the cancellation immediately.
  
  Very Respectfully,
  Chanthall C.
  Customer Experience Agent- WM Cares

  Customer Answer

  Date: 07/10/2025

  [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:06/30/2025

  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.

  On June 24, 2025 I made an online request under ticket # ******** to cancel my recurring garbage collection. on June 27, 2025 I made two more online requests to cancel the service, and I called the customer service line. The *** transferred me to the cancelation team, however nobody answered and i got an automated response to call back later. On June 30 I followed up on the online requests, and still the account is active. I called customer service again on June 30, but nobody answers the cancelation request phone. Please help me cancel my garbage collection service with Waste Management.

  Customer Answer

  Date: 07/03/2025

  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.  

  Please close the BBB complaint under ******** against Waste Management.  The business has taken the action needed.  Thank you.

  ******* ****

  
  
  
  
   

  
  

• Initial Complaint

  Date:06/30/2025

  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 paid Waste Management to collect my trash/recycle. They do not pick it up except one time in a month. When contacted through online chat they say they will pick it up within 24 hours then they do not pick it up nevertheless. They mark my account as Container Not Out but in fact their truck just does not arrive. When I attempted to cancel my service via a phone call I was put on hold for an hour

  Business Response

  Date: 07/01/2025

  July 1, 2025
  
  
  
  WM Customer ID: ***************
  ******************** Case # ********
  
  
  
  Subject: Follow-Up on ************ Concerns
  
  Dear *****,
  
  Thank you for taking the time to share your recent experience with us. I want to sincerely apologize for the frustration and inconvenience you've faced with your trash and recycling service. We understand how important reliable service is, and its clear we fell short of your expectations.
  
  Were especially sorry to hear about the repeated missed collections, the inaccurate Container Not Out status, and the long wait time you experienced when trying to cancel your service. Thats not the level of service we aim to provide, and we truly regret the impact this has had on you.
  
  During our telephone conversation today, you confirmed you spoke with our Account Associate, *******. She acknowledged the service issues and offered two free months of service as a gesture of goodwill. ******* will also personally follow up on your account to ensure these issues are resolved and that your service moving forward meets expectations.
  
  If you have any further concerns or need additional assistance, please dont hesitate to reach out to us at ************, opt 3.Were committed to making this right and ensuring your experience improves.
  
  
  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:06/30/2025

  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 have tried to get customer service on the phone for two days. I need to cancel service. Several calls waiting 15 minutes on hold. Many time the auto answer says their closed during business hours. Left two messages. Got one call back, they transferred me then the call ended during the transfer. I looked, and cannot find an email. I cannot leave another voice mail during business hours. I need help getting a call back.

  Business Response

  Date: 07/01/2025

  July 1, 2025
  
  Better Business Bureau complaint # ******** 
  WM Account #************

  Dear *****,  

  Thank you for reaching out. I understand your frustration regarding the recent issues with the not being able to cancel service with customer support, and I apologize for any inconvenience this has caused.

  After review, as we discussed the account has been cancelled as you requested. I also waived the removal charge of $75 due to the inconvenience. We value your feedback and will use it as an opportunity to improve.

  If there is anything else to be addressed, please dont hesitate to reach out to us so we can assist you by calling ************, option 3.

  Very respectfully, 
  Chanthall C.   
  Customer Experience Agent WM Cares

  Customer Answer

  Date: 07/10/2025

  [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.  
  Thank you!

  *****
  
  
   
  

• Initial Complaint

  Date:06/30/2025

  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 attempting for days to cancel service. Their customer service is nonexistent. They never answer the phone. They have wait on hold all day and then disconnect the call when they close. Their customer service is completely terrible. Chat customer service is also nonexistent and they never even attempt to help. I want it canceled with a full refund.

  Business Response

  Date: 07/01/2025

  Date: 07/01/2025
  
  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 and provide you refund 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.
  
  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: 07/09/2025

  [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.  
  

  There are a couple of nuances to this acceptance. Yes, I was able to get them to cancel it, but only after several calls and attempts to reach someone. And when I managed to reach the agent mentioned in their response, it took them nearly an hour to answer. They need to work on their customer service.