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
- 2,717 total complaints in the last 3 years.
- 915 complaints closed in the last 12 months.
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Initial Complaint
Date:08/23/2022
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 opened a new account with Waste Management in 2021 when I purchased a new property in Oakland. I pay monthly electronically. In March of 2022 I received a notice from WM stating that I owe more than $2400. After calling WM, I found out that they changed my account number because they made a mistake when opening my account and accidentally used the same account number as the previous owner. They stated that the money I owe is the amount I paid into the old account number and they will credit me that amount in the new account. Two monthly later I noticed that waste management did not credit me the amount like previously stated. Instead, they charged my bank account for the money they suppose to credit me. I called again in May and MW told me that they will issue me a check for the mistake. I called in June again after not receiving the check. This time WM told me that the check was sent to the previous owner and they will re-issue the check to me at the correct address. Now in August, I still have not received a check from WM. After calling WM they told me that they sent the check to the previous owner again and this time the check has been cashed. They told me to ask the previous owner for my money. After speaking with multiple “supervisors”, one Supervisor told me that there is nothing they can do and I have to take Waste Management to the Small claims court to get my money back. Although most of the customer service was verbally nice to me, none of them really helped me to resolve the mistake they made. After a year I am out of $1300 and have to waste more time and money to sue a multi billion dollar corporation for the mistake they made.Business Response
Date: 08/29/2022
Better Business Bureau complaint # ********
WM Account #***********
Dear Daniel,
Thank you for reaching out to us regarding your billing concerns
and appreciate the opportunity to assist you. After further review, you spoke
with *** at the Corporate Office, and he addressed the billing concerns. There
was a credit placed on the account for the missing payments. I apologize for
the frustration this misunderstanding caused you. 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:08/23/2022
Type:Product 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.
Hi,
My name is A Wood, I live in unincorporated Seminole County. I am writing bc I am getting no help from Waste Management Company in regards to them missing 4 garbage pick up days in a row, for my home garbage. I have contacted the company 4 times, and spoken to a supervisor twice. I have been informed that they will send the truck back out to pick up my garbage each phone call. That hasn't happened. I have 2 weeks of garbage in my cans. I have 3 cans, they are full and I still have garbage in my home, that I can not set out bc it will get destroyed by racoons or bears. I live in Altamonte Springs, at 107 Champion Ave. My garbage area has been the same for 15 years. Nothing has changed. My garbage is not overflowing, not too heavy, not full of water. There is NO reason why he is not picking it up.
I have not been notified by the Waste Management Co, of any reason, in writing, text, phone call or letter, of any changes that have been made to their policies. I spoke to a supervisor about that, they said there are no complaints or concerns from the driver or any changes in policy. They have no explanation for why the garbage man isn't picking up my cans.
I am being ripped off. I pay yearly for their services and I have not gotten my said service on 4 pick up days, that have been paid for. I would like my garbage picked up and/or payment refunded for services that have not been rendered, and have been paid in full.
Missed pick up days are :
Thursday 8-11-22
Monday 8-15-22-called Waste Management about missed pick up
Thursday 8-18-22-stood outside, asked why they weren't picking up my garbage, both employees ignored me. Called Waste Management
Still not picked up like promised, called back Friday 8-19-22, spoke to supervisor. Assured me a truck would be out by days end to pick up my garbage. Did not happen
Monday 8-22-22 Garbage not picked up again. called company back, spoke to cust rep and supervisor. Said I would get a call backBusiness Response
Date: 08/29/2022
Better Business Bureau complaint # ********
WM Account #********
Dear A*****,
Thank you for reaching out to us regarding the issues with the
waste service. After a review, you spoke with ******* at our Corporate Office,
and she confirmed the driver recovered the waste. The Route Manager Michael also
spoke with you and addressed your concerns with the driver. I apologize for the
frustration this situation caused you. ******* 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
Business Response
Date: 08/29/2022
Better Business Bureau complaint # ********
WM Account #********
Dear A*****,
Thank you for reaching out to us regarding the issues with the
waste service. After a review, you spoke with ******* at our Corporate Office,
and she confirmed the driver recovered the waste. The Route Manager Michael also
spoke with you and addressed your concerns with the driver. I apologize for the
frustration this situation caused you. ******* 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:08/22/2022
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 scheduled a large item pickup for August 10th, 2022 (king mattress). As of today (8/22/22) the item remains at the end of my driveway. I have called Waste Management’s customer service line every day since 8/11/22 (sometimes multiple times a day). Each day I receive one of three responses:
• “The item is scheduled to be picked up today.”
• “Our system shows the item has already been collected.”
• “We will be sure to have a Route Manager contact you within 24–48 hours to let you know exactly when your item will be retrieved.”
Regardless of the response, my item remains at the end of my driveway. A Route Manager has never attempted to call me, and a service for which I am paying is not being completed. I am told every day that someone will be there that day to pick up the mattress, so I am afraid to bring it back in the garage in case I miss the pickup.
However, my neighbors are complaining, I have spent several hours on the phone, and Waste Management absolutely refuses to perform their service, or put me in contact with anyone who can help me.
I feel like I’m being held hostage over a trivial matter (garbage pickup), as mattress disposal options are very limited in my area.
I don’t know what to do.Business Response
Date: 08/29/2022
Better Business Bureau complaint # ********
WM Account #**********
Dear *****,
Thank you for reaching out to us regarding your concerns with bulk
removal. After a review, you spoke with Barbara at the Corporate Office and confirmed
the driver removed the bulk item. I apologize for the frustration this experience
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 Cares
Initial Complaint
Date:08/22/2022
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.
On Monday, August 15, 2022, our green recyclable cans were not picked up. Didn't notice until late Tuesday after the closed. Called Wednesday morning and reported. Was told that they would have somebody come out later by end of the day. I called later and was then told my trash can was contaminated. And that the request was canceled. On both occasions - I was never contacted. I asked what was contaminated same stuff that we always put. Was send a picture. The picture shows every can except the green cans with the correct information. She said she would send me a picture of the green can. And that I could have six more bags put out. Was also told that MY TRASH HAD BEEN PICKED UP - GREEN CANS AND IT WASN'T
Never received any pictures. Called again. The CSR rep said asked what we put. I told her that bottles, papers et cetera in a bag. She said maybe the bag is the problem.
Today we put out an extra bag - IT WAS LEFT. Specifically asked if it needed to be a certain color or not. Green can come around - he gets out our cans are fine, dumps them. Sees him on second can pause because he sees us looking out the window. I seen a bag stuck at the bottom. So, I'm sure we're going to get flagged for that.
Who thing is, this is not being done to any other trash than ours. No one told us we were doing anything wrong. We respect our trash collectors and would appreciate the same respect.
We see other trash cans and you can see it sticking out of the trash and nothing is done. They just pick it up. Why are we being targeted?
Also, on my RING doorbell, it shows that last week the green collector just passed the trash by last Monday. So, what's the story? We've been here years and years and years never had to go through this.Business Response
Date: 09/01/2022
Better
Business Bureau complaint # ********WM
Account # *********Dear *******,
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 the driver
recovered the waste on August 29. I apologize for the frustration this situation
caused you. Barbara 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 CaresInitial Complaint
Date:08/22/2022
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 have sent two certified cancellation letters to WM at two different addresses that their customer service representatives gave me. i have sent emails to whoever they told me to send emails to. I have called numerous times asking and pleading for my service to be cancelled and for them to come pick up their dumpster since I have a new company. Their dumpster is taking up a parking space in my small lot. During these phone calls the multiple representatives told me they were transferring me to their "retention center" for cancellation. i sat on hold for an hour during one phone call, 45 minutes for another, 30 minutes, etc. NO ONE PICKS UP OR CALLS BACK!! I have gotten multiple bills in the mail with more services charges added each month even though i have sent the required certified letters they have asked for. I want to scream and cry because I am a small business owner and every penny counts, especially during these tough times. i have spent way too much time talking to a least a dozen or more representatives from customer service and even a corporate number i got from a complaint here on the BBB. Please can someone get this resolved for me. i should not have to pay money for a service i have tried to cancel for at least 4 months or longer and i need their dumpster out of my way for my customers to park. Thank you.Business Response
Date: 08/29/2022
Better
Business Bureau complaint # ********WM
Account #********Dear ****,
Thank you
for reaching out to us regarding your cancelation request and appreciate the
opportunity to assist you. After further review, you spoke with Raul at the Corporate
Office, and he confirmed the cancelation and removal of the container. The container
was removed on Friday, August 26. I apologize for the frustration this
situation caused you. 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:08/22/2022
Type:Product 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 opened an account for trash service with Waste Management in May. I was quoted $52 every 3 months with a $40 can charge. My rate was prorated at $28 plus the can charge of 40, I paid $68 on the phone at that time. My daughter made a payment of $52 and some change for the next 3 months. I looked at my account and it was showing a balance of $79. They tried to charge my card for that balance and it was declined which caused extra charges on my account because I didn't know waste management was going to try to charge my card again out of billing cycle. When I called to find out about this I spoke to a manager and he was supposed to pull the phone call and call me back. I never received that phone call I got up yesterday morning and my trash can is still full of trash. I called in to customer service because no one ever called me back from before, I was ready to cancel service. James, the manager I spoke to this time, told me that I could not have access to that recorded phone call. He said that he would cancel my service and backdate the bill so that I wasn't charged anymore. But I would like the service charges back where they tried to charge my card and we're not given permission. I also want access to that recorded phone call. And I want the price that they quoted me on the phone the first time. I have my statements by email but I'm not sure how to get them uploaded to this.Business Response
Date: 08/31/2022
Better
Business Bureau complaint # ********WM
Account # ***********Dear
*****,Thank you for
contacting us regarding the billing issues on your account. After a review, we
spoke and per our conversation, you agreed that you only wished to be provided
a refund of charges that you were not informed about. I confirmed a refund of
$52.65 will be reversed to your Visa card ending in ****. Please allow 3 –
5 business days for that to reflect back on your account. Supervisor Rob will
continue to follow up with you to ensure you received the refund. Thank you
again for allowing us 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:08/20/2022
Type:Delivery 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 purchased a new home in February 2021. I received my trash can but also paid extra for an additional can. I have never received it. I have called at least a dozen times and have been given 10 different ticket numbers where they say they have opened a ticket for me. I am told every time that I will receive my can by Friday. Friday has came and went on several occasions and all WM will do is open another ticket and say I will receive can by Friday...
Its been 6 months now. I think I've been patient enoughBusiness Response
Date: 08/31/2022
Better Business Bureau
complaint # ********WM Account # **********
Dear *****,
I apologize that you
experienced issues with your account and appreciate the opportunity to address
your concerns. I attempted to contact you
at ************ however was
unsuccessful. Please provide the best number to reach you so we can resolve
your concern. 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:08/20/2022
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.
For the last almost 6 weeks I live in the ****** ******* mobile home park, and waste management is contracted to remove our garbage and recycle bowls each week they have been told and assured us they would correct this problem however it is continuing to happen and is creating very unsafe conditions on the roads for both people walking all of our Dog walkers, and for our vehicles getting glass in their tires.
Every time they come there is something wrong with their truck or trucks and they leave shattered glass pieces summers larges a quarter size, throughout the park on the roads this was supposed to be corrected two weeks ago they assured us they would sweep the roads, I believe they did Finally sweep the roads once however then the very next time the truck came out here it did the very same thing again putting glass throughout the Park, scattered in different areas and in patches on the roads! It’s horrible and so many Of our residents are very upset. The park manager has been attempting with very little success to get a hold of waste management they keep getting them transferred hung up on and just are avoiding the problem. (Our park manager is Aries at ************)
We NEED HELP.
Waste management has our park set up as residential service, although there are hundreds of mobile homes in this park it is ****** ******* MHP and we are located in Lannon, Wisconsin. When we call waste management they transfer us back-and-forth between residential and commercial and don’t seem to have a grip on the account much less the capability of helping us properly. We have scheduled services on Thursdays each week, with recycling being every other week.
I know at least one dog walker already had his dog stepped on glass, there are young children here, lots of dogs and lots of vehicles that this all poses a complete safety hazard to.Business Response
Date: 09/01/2022
Better Business Bureau complaint # ********
WM Account # **********
Dear *******
Thank you for contacting us about glass debris in your
neighborhood. After a review, you spoke with Rob at the Corporate Office, he
addressed your concerns. Our records indicate another street sweeper company out
on September 1 to collect the remaining debris. He attempted to contact you at
************ to confirm it was resolved but was unsuccessful. I apologize for
the frustration this situation has caused you and appreciate your patience as
we worked to resolve it. Thank you again for allowing us 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: 09/09/2022
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.
I will accept this case as closed, however a few things.Rob never got back to me after second swept, right before Labor Day weekend, and no voicemail message was left so unsure how attempts were unsuccessful” ?
Also the second swept still did NOT clear all the glass up! Just most of it. There were still a few areas of glass hunks left. I assume the company they contracted with or the individual who did the work, were not very qualified nor professional enough.
if it happens again from their trucks that were not repaired properly, I and others will once again file complaints.
Initial Complaint
Date:08/19/2022
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 called WM in April because the top of our garbage toter was cracked. A WM employee told me to leave my toter out after our weekly pickup and they would replace the top to the toter. That did not happen. I called the next day and they told me it would be done the following week. Again, no one replaced the lid.
The lid is now completely cracked and hanging by one hinge. I have called for 4 weeks in a row now and I always speak to a polite CSR but still no new lid or replacement can. I even have a note taped to the lid asking them to replace the lid or replace the toter. I am beyond frustrated and cannot believe I am still fighting this battle 4 months later!Business Response
Date: 09/01/2022
Better
Business Bureau complaint # ********WM
Account # **********Dear ******
Thank you
for reaching out to us regarding the concerns with your personal container.
After a review, you spoke with Barbara at our Corporate Office, and she
addressed your concerns with the damaged personal can. The Route Manager,
Jerrod informed you that WM does not replace or repair personal containers. I apologize
for the inconvenience this caused you. 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:08/19/2022
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 have a contract with Waste Management to service dumpsters at our rental homes every other Friday and pay 75-95 dollars a month for it. Frequently they say they service our dumpster, when they have not, to the point where I have had to install cameras to make sure I am getting the service I have paid for. When I realize they have not been serviced I call and there response is always something along the lines of "oops we will reschedule it" I constantly have to manage them to ensure they are doing what our contract states. The most recent example is On August 12th they stated they serviced our dumpster at 1:56pm. I noticed the dumpster was still full, they stated "your tenant must have refilled it" but we have cameras on the dumpster, no one has refilled it. I have video evidence that the service did not occur. It is now August 19th and it has still not been serviced and I have had to begin hauling trash from that property to my home to not rack up fees for it being over filled. The issue then is it will get hopefully picked up sometime this week, but then they will pick it up next Friday too, and there will be little to no trash in it. An example of this occurring is in March of this year, when the dumpster was serviced March 8th and March 11th (I doubt there was anything in it March 11th) and then not serviced until April 22nd. The issue here is that I am then required to transfer the trash elsewhere to avoid fees.
My concern is that when I call to dispute that a pick up did not occur, they say "yes it was" until I tell them about the camera, and then they say "oh I see, okay someone will be out in a week" I understand it is reasonable to be flexible with the service, but multiple times now I have been told that there was a pick up when there was not. I asked if the drivers had cameras to confirm pick up and I was told by one individual they did and the other they did not. No one gives me a straight answer. I am tired of being lied to about itBusiness Response
Date: 08/29/2022
Better Business Bureau complaint # ********
WM Account #*********
Dear ******
Thank you for reaching out to us regarding the issues with the
waste service. After a review, Barbara from our Corporate Office attempted to
contact you at ************ to discuss your concerns further however she was
unsuccessful. Our records indicate the driver returned to recover the trash on
Wednesday, August 24. This issue has also been addressed with the driver.
Barbara 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
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