Garbage Removal
Waste ManagementThis business is NOT BBB Accredited.
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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
- 2,712 total complaints in the last 3 years.
- 901 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/30/2022
Type:Service or Repair IssuesStatus: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 cancelled our service with waste management with last pickup yesterday. They were supposed to take their 2 trash cans yesterday. They did not. I contacted WM support and they said they are running 1-2 weeks behind on picking up cans and we should leave them at the curb until they are picked up. I asked for a pickup date and they said they cannot give one. We cannot leave the cans at the curb every day due to ********** *********** rules.
I need WM to give us a form date for picking up the cans.Customer Answer
Date: 09/08/2022
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 8/30/2022 and assigned ID *********
Regards,Initial Complaint
Date:08/30/2022
Type:Customer Service IssuesStatus: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 8.19.2022 waste management took my garbage can.10 days I'm storage my trash in garage .Business Response
Date: 09/01/2022
Better
Business Bureau complaint # ********WM
Account # *********Dear A****,
Thank you
for reaching out to us regarding the issues with the container delivery. After
a review, Barbara from our Corporate Office attempted to contact you at
865-964-7031 to discuss your concerns further however she was unsuccessful. Our
records indicate the trash container was delivered on Wednesday, August 31. I
apologize for the inconvenience this situation caused you and appreciate your
patience as we worked to resolve it. Thank you again for the opportunity to
address your concerns.If you
have questions or concerns regarding this matter, please feel free to discuss
it with us at [email protected] or by phone at 713-512-6200 option 3.Very
Respectfully,Yvonne A.
Customer
Experience Agent-WM CaresCustomer Answer
Date: 09/22/2022
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.
Good morning,my name is A**** S********.I’m replying for message from yesterday.I had received new trash plastic can on 8.32.2022.Problem is resolved with Waste Management.Thank you for your help.My mail address:***** ********* ************ Tennessee 37931
Initial Complaint
Date:08/29/2022
Type:Billing IssuesStatus: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.
Mid June I contacted Waste Management via their online messaging service. I told them we were cancelling our service for the end of June. Waste Management has you pay three months in advance for their services. We were all paid up with them til the end of June, which the girl acknowledged. She said our last day for pick up was June 27th, and that we were to leave our cart out as it would be picked up the very next day, June 28th. We left the cart out for a week, and it was never picked up, there was never any call or text or email from them stating there would be a pick up at another time. We took it from the curb and put it up by the house where it remains til this day, being an eyesore now. (6 weeks plus). THey sent us a bill last month for charges for the future! Which we were all paid up at the end of June. Then they sent us another bill 8/15 for the cart pick up which was never mentioned when we first called and asked for their services, not to mention the cart was never even picked up ! copy of bill :
Details for Service Location:
***** ****** ***** ***** *** Elkhart IN ********** Description Date Ticket Quantity Amount
Cart Removal 07/18/22 ****** 1.00 75.00
Ticket Total 75.00
Fuel / Environmental Charge 40.09
Regulatory Cost Recovery Charge 4.14
Administrative Charge 8.50
Total Current Charges 127.73Business Response
Date: 09/01/2022
Re: Better Business Bureau Complaint # ********
WM Account # *********
I apologize that you experienced issues
with the container removal and appreciate the opportunity to address your
concerns. After
reviewing your account, you spoke with Supervisor Chanthall at the Corporate
Office, who confirmed the removal was completed today September 1. Again,
please accept our apology for any frustration this may have caused.Should you have questions or concerns
regarding this matter, please feel free to discuss it with us at [email protected] or by phone at 713-512-6200 option 3.Very Respectfully,
Yvonne A.
Customer Experience Agent- WM Cares
Customer Answer
Date: 09/06/2022
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.
After they said they would clear the account there is still a balance said owing of $8.23, for what, I don't know. We were all free and clear as of the end of June.
Business Response
Date: 09/06/2022
Re: Better Business Bureau Complaint # ********
WM Account # *********
If
you have questions or concerns regarding this matter, please feel free to
discuss it with us at [email protected] or by phone at 713-512-6200 option 3.Very
Respectfully,Yvonne
A.Customer
Experience Agent – WM CaresInitial Complaint
Date:08/29/2022
Type:Billing IssuesStatus: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 30, I called and said do not pick up my Trash anymore, starting in July I am getting a new provider when they asked why i told them the last 4 quarterly invoices increased each time, and I am on a fixed budget and retiring and cutting costs where I can. They offered 2 lower prices but did not come lower than the provider I chose to get so I declined. They said they would charge me $75. to pick up the trash container. I said fine.
They charged me 124.30 dollars to pick it up. I paid last month on time. Then I just got another bill for $13.50 with no explaination for the charge..
Unknown why I am still getting billed by them, when the $75 dollars was alot more than they stated over the phone. My customer I.D. is *************** My invoice # is **************. Gregory M**** and Kathy M****Business Response
Date: 09/01/2022
Re:
Better Business Bureau Complaint # ********WM
Account # **********Dear
Gregory,I
apologize that you experienced issues with the billing and appreciate the
opportunity to address your concerns. After a review, Supervisor Chanthall attempted to contact you at 440-862-7941
however was unsuccessful. Our
records indicate the charge of $13.50 was for the previous quarterly invoice
not the removal charge. Again, please accept our apology for any
frustration this may have caused.Should
you have questions or concerns regarding this matter, please feel free to
discuss it with us at [email protected] or by phone at 713-512-6200 option 3.Very
Respectfully,Yvonne
A.Customer Experience Agent – WM
CaresInitial Complaint
Date:08/28/2022
Type:Service or Repair IssuesStatus: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.
Unfortunately just two weeks after I filed a claim my trash was once again not picked up . My pickup day is on Friday and not only did they not come on Friday or Saturday they sent me a voicemail stating that they will skip this week and come next Friday on September 2nd . Once again I am paying for a service that I am not receiving . I received many apologies from the customer reps in the last few months , but my garbage can is still full at the curb. I would like to speak via email with a supervisor on why this issue cannot be resolved. The excuses range from "the driver had an issue " to " there was an operational error". I have had this company for over 28 years and in the last two months my service was interrupted more than the last 28 years combined. Hopefully there can be some solution to this unacceptable practice. I have my service paid for until December. All I am asking is for them to do their job that they were contracted for .Business Response
Date: 09/01/2022
Better Business Bureau complaint # ********
WM Account # ********
Dear Mr. Kanas,
Thank you for reaching out to us regarding the issues with waste
service. After a review, you spoke with Barbara at our Corporate Office, and
she confirmed the waste was recovered Wednesday, August 31. I apologize for the
frustration this caused you. Barbara will continue to monitor your account for
the next month to ensure no future service issues. Thank you again for the
opportunity to address your concerns.If you have questions or concerns regarding this matter, please
feel free to discuss it with us at [email protected] or
by phone at 713-512-6200 option 3.Very Respectfully,
Yvonne A.
Customer Experience Agent-WM Cares
Customer Answer
Date: 09/07/2022
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:08/26/2022
Type:Customer Service IssuesStatus: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.
Can’t get service I paid for.Business Response
Date: 09/01/2022
Better
Business Bureau complaint # ********WM
Account # ***-******Dear Brent,
Thank you
for reaching out to us regarding the issues with your waste service. After a
review, you spoke with Barbara at our Corporate Office, and she confirmed you
spoke with the Route Manager, Anthony. He informed you these service issues
were addressed with the driver. I apologize for the frustration this experience
caused you and appreciate your patience as we worked to resolve them. Barbara
will monitor your service to ensure no further issues. Thank you again for the
opportunity to address your concerns.If you
have questions or concerns regarding this matter, please feel free to discuss
it with us at [email protected] or by phone at 713-512-6200 option 3.Very
Respectfully,Yvonne A.
Customer
Experience Agent-WM CaresInitial Complaint
Date:08/26/2022
Type:Customer Service IssuesStatus: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 started with this service around Oct 2021. I am scheduled for pick up every other Monday. In the beginning we called constantly to get our trash picked up. For a couple of months they did ok.
We’re back to excuses. Our trash has set over a month. Now after a call every day, we’re being told that it will now be another 2 weeks before they come. Our trash will now sit two months. The only thing they do consistently is collect our money. For our trouble they will credit our account $13.00. Seriously!!! I pay $ 122.00 a month. Why are WM not held to any standards.
Customer service is the best kept secret of all!Business Response
Date: 09/01/2022
Better Business Bureau complaint # ********
WM Account # ********
Dear Steve,
Thank you for reaching out to us regarding the issues with your waste
service. After a review, ******* from our Corporate Office attempted to contact
you at ************ to discuss your concerns further however she was
unsuccessful. Our records indicate the driver recovered the waste on Wednesday,
August 31. The Route Manager, ******* also addressed this service issue with
the driver. ******* will also monitor the service to ensure no further issues. Thank
you again for the opportunity to address your concerns.If you have questions or concerns regarding this matter, please
feel free to discuss it with us at [email protected] or
by phone at 713-512-6200 option 3.Very Respectfully,
Yvonne A.
Customer Experience Agent-WM Cares
Initial Complaint
Date:08/25/2022
Type:Service or Repair IssuesStatus: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.
My trash was supposed to be picked up on August the 25th. They collected everyone's trash but mine. I called Waste Management to see if they could send the garbage truck back and they never came. So since they did not show I was informed that they would come out the next day. I have been through this far too many times with nothing being resolved. I don't understand why the garbage man passed by my house without collecting my garbage this is a constant pattern for them. So disappointed in this company.Business Response
Date: 09/02/2022
Better Business Bureau complaint # ********
WM Account # *********
Dear D*****,
Thank you for reaching back out to us regarding the issues with
your waste service. After a review, ******* from our Corporate Office attempted
to contact you at ************ to discuss your concerns further however she was
unsuccessful. Our records indicate the driver recovered the trash on Thursday, September
1. Route Manager, *********, confirmed she addressed this service issue with
the driver. ******* will monitor the service to ensure there are no further
issues. Thank you again for the opportunity to address your concerns.If you have questions or concerns regarding this matter, please
feel free to discuss it with us at [email protected] or
by phone at 713-512-6200 option 3.Very Respectfully,
Yvonne A.
Customer Experience Agent-WM Cares
Initial Complaint
Date:08/25/2022
Type:Billing IssuesStatus: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 fought with Waste Management to get out of my contract. When my acco*nt was created they brought a dumpster out to my home for no fee, but when I decided to cancel my contract because they had went up on my bill $50 a month in a 3 year period, they decided to stick it to me. I did everything their crooked employees told me to do and they are charging me $437.58 to pick the dumpster up. There is no fee to deliver it, but there is an outrageous fee to come and get it. ****** ********* calls me to ask if I would reconsider changing companies and when I told him no, he said " then you will be charged $437.58 for *s having to come get the dumpster". I asked him why they were charging me to come get it when they didn't charge me to bring it, he states they can waive that charge, but he won't wave the pick up charge. He then proceeds to drill me about the new company that I am using to pick up my trash and I refused to tell him. Why does he need to know who is picking my trash up now? They are the most unethical and unprofessional company I have ever dealt with. Legally they should not be able to **st charge whatever they want to charge to a *** **customer. No where in their contract does it say they will charge this amount to come and get their dumpster, it **st more or less says they can charge whatever they want to charge you for taking your business else where.Business Response
Date: 09/01/2022
Re: Better Business Bureau Complaint # ********
WM Account # *********
Dear Kim,
I apologize that you experienced issues with the final invoice and
appreciate the opportunity to address your concerns. ********* at the Corporate
office attempted to reach you at *******-**** however was unsuccessful. After
reviewing your account, Account Manager ****** confirmed he spoke to you on August
25, 2022 and explained the removal charge is valid. I have attached the Service Agreement. Again, please accept our apology for any frustration this may have
caused. Please accept our apologies for the frustration this has caused.Should you have questions or concerns regarding this matter,
please feel free to discuss it with us at [email protected] or by phone at
713-512-6200 option 3.Very Respectfully,
Yvonne A.
Customer Experience Agent- WM Cares
Initial Complaint
Date:08/25/2022
Type:Service or Repair IssuesStatus: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 cancelled my residential waste removal service on July 23,2022. I was told at that time to cancel my automatic payments in order that I am not charged for the next months services. I did cancel my automatic payment enrollment that day. However, I was charged for the services at a total of $117.01. I have been contacting the customer service department multiple times since the money was automatically withdrawn on August 5,2022. I have yet to receive my refund, despite the fact that I have more names, dates, and confirmation numbers recorded from the company for the reversal transaction. I have also contacted my bank to confirm it was not an error on their end. I was told by customer service representative *********** *********", that my refund would deposit within a 10 day time window after requesting the refund on August 5,2022. I have yet to receive the money or a phone call with information as to why this is happening.Business Response
Date: 08/31/2022
August 31, 2022
Re: Better
Business Bureau Complaint # ********Waste
Management Account # *********Dear Atalie,
I apologize
that you experienced issues with your refund and appreciate the opportunity to
address your concerns. Supervisor ********** confirmed she spoke with you and
informed you a refund check was processed. Our billing team confirmed that
refund check # ********** was mailed out on August 31, 2022. Please
allow 7-10 business days to receive the check. We will continue
to follow up with you to ensure you received the refund. Again, please accept
our apologies for the frustration this situation has caused.
questions or concerns regarding this matter, please feel free to discuss it
with me at [email protected] or by phone at 713-512-6200 option 3.Very
Respectfully,Yvonne A.
Customer
Experience Agent- WM Cares
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