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
- 2,719 total complaints in the last 3 years.
- 916 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:08/11/2022
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.
We first were in contact with Waste Management in May 2022 about setting up service for first of June. We contacted again in June about getting trash cans and they said it would be 2 weeks. We got notice that it would be 6/22 after signing in online. I called and was told it would be early July after escalating a ticket with a supervisor. That date passed and I was told end of July, then 8/4. I contacted 8/4 and was told 8/11. I contacted on 8/11 and was told that there was a 120 day delay on trash cans from 5/2/2022 which meant I wouldn't get a trash can until 8/30. The agent advised this information have been available sine 4/1/2022 but that the information immediately available to agents was showing a delivery date of 8/18. The information about the delay is also not available on the account online for customers. The company presented misleading information about their ability to fulfill their obligations of service and there was no way for the consumer to know via self-service options or routine interactions with customer service.Business Response
Date: 08/19/2022
August 19, 2022
Re: Better Business
Bureau Complaint # ********WM Account #
*********Dear Maria,
I apologize
that you experienced issues with the container delivery and appreciate the
opportunity to address your concerns. After a review, Supervisor Chanthall
attempted to contact you at (**** ******** however was unsuccessful. We
received confirmation from the Route Manager the delivery was completed on
August 18, 2022. Due to the delivery delay, Chanthall applied a credit of one
month towards your next billing cycle. 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:08/11/2022
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 bill went from $100 per service period to $201 per service period. I called to cancel and was placed on hold for 30 minutes. When I spoke with someone, they told me they had to transfer me. After another 30 minutes they disconnected. I called a second time and was advised of a 30 minute wait time. After 47 minutes I had not spoken with a person. I just want to cancel my trash service and I believe this is a tactic to keep me from canceling.Business Response
Date: 08/19/2022
Re:
Better Business Bureau Complaint # ********WM
Account # **********I
apologize that you experienced issues with reaching customer service to cancel
your service and appreciate the opportunity to address your concerns. After reviewing
your account, you spoke with Supervisor Chanthall at the Corporate Office, who discussed
the billing and confirmed you will not be canceling service at this time. Chanthall
processed an adjustment leaving a balance of $118.45. 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:08/11/2022
Type:Order 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.
This is concerning Waist Management not colecting my trash and others in my neighborhood pick up is normaly on Mondays 8/8/2022 and here it is 8/11/2022 i called on 8/8 and 8/9 and 8/10 and spoke with a supervisor she said she would call and never did and the other times i called they said they would send someone to pick up trash never happend . its sad a company would just give lip service and not fallow through with there words !Business Response
Date: 08/19/2022
August
19, 2022Re:
Better Business Bureau Complaint # ********Waste
Management Account # *********Dear
Mark,I
apologize that you experienced issues with the service and appreciate the
opportunity to address your concerns. After reviewing your account, you spoke with Chanthall at the Corporate Office, and
confirmed the pickup was completed on August 15, 2022. Due to the missed service
you experienced last week, a credit was applied to your account. I apologize for your experience when
calling in for assistance. We value your feedback and will use it as an
opportunity to improve. 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 CaresCustomer Answer
Date: 09/16/2022
[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:08/11/2022
Type:Order 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 June the 30th I spoke to a representative at Waste Management about closing one of our accounts with them, Acct # **************. On the 30th I was told that I could send a termination letter 30 days prior to our contract renewal to close this account. Yesterday we had another Rep. of Waste Management by the name of Jared who told us that we are not in a contract any longer, that it expired in February so we can cancel service now, to call in and that department would help us. I then contacted Breaux in the management department to tell him that we wanted to cancel service. Once of the main reasons we are ready to terminate this contract was that the contract we signed with Advanced Disposal on 3/15/17 had a price lock amount that has far been exceeded since Waste Management has taken over. We were not given any notice of an automatic renewal with Waste Management on or before 3/15/22 and they are now saying that if we want to get out of this contract we have to pay a liquidation fee of $1,206.98. This is a horrible company who you get told multiple different things from multiple different people.Business Response
Date: 08/22/2022
Better Business Bureau complaint # ********
WM Account # ********
Dear Erin,
Thank you for reaching out to us regarding your concerns with service
agreement terms. After a review, you spoke with Account Manager, Breaux, and he
explained the terms of the current service agreement in place. Breaux also explained
the requirements to cancel the auto-renewal process. I apologize for your
experience when calling in for assistance. 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:08/10/2022
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.
We have attempted to cancel the WM trash removal service.
We were told we would have to send cancellation notice via certified mail and also that we would have to give a 6-month notice. The account manager Krystle **** (Account Manager-**** ******* ********* ******@wm.com)
We were sent our original contract, that was signed, dated 2008. It didn't have any statement regarding a cancellation notice of 6 months. Krystle then stated we would have to sign an updated agreement which does included the disclosure of having a 6-month cancellation notice. We replied that we DO NOT want WM trash service going forward and that we will not sign any agreement. We want the WM trash service to be canceled with the last day of trash pickup as of August 26th. We mailed the cancellation request July 28th.Business Response
Date: 08/19/2022
Better Business Bureau complaint # ********
WM Account # **********
Dear David,
Thank you for
contacting us regarding your request to cancel your account. After a review,
you spoke to Rob at our Corporate Office and confirmed your current service
agreement does not terminate until January 2023. He also provided the requirements
needed to cancel without incurring liquidated damages. 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
Initial Complaint
Date:08/09/2022
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 have called several times due to my recycling not being picked up. It has been two official times that my recycling was left and three additional scheduled complimentary pick-ups (coordinated with your customer service), and it was never picked up. I have called and been on hold for long periods of time and given false promises and assurance that my recycling would be picked up and an investigation would take place. I even had on one occasion my trash was moved from the curb to my lawn, and it was not emptied.
I need someone to coordinate to pick up my recycling. The company has stated they will pick up my items and said they will have the matter investigated and looked into but no one has called me back.Business Response
Date: 08/19/2022
Re: Better Business
Bureau Complaint # ********WM Account # **********
Hello Nathan,
I
apologize that you experienced issues with the service appreciate the opportunity
to address your concerns. After reviewing your account, you spoke with Supervisor Trishalynn
at the Corporate Office, who confirmed the account will be canceled effective September
3, 2022. 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:08/09/2022
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.
July 6th I started with ****** ********...I have had no service with waste management since the Thurs. before that....they were paid everything they were owe by automatic withdrawal from my bank account for 3 months in advance and were cancelled for at the end of their last date collected for as well as cancelled for any future auto bank payments....I have had no service since stated day above...and they were paid up thru that day by collected auto bank payment...so today, Aug 9 I receive a bill from them for 241.66......they have already been paid in full in 3 month at a time increments from auto bank payments before their service....this company also had terrible service and the highest price around, which I stated to them when I cancelled, then they wanted to offer a lower price and I said no....so basically they are now sending me a totally bogus bill and have not been serving me for quite some time...they were paid in total for the "services" they rendered.Business Response
Date: 08/22/2022
Better Business Bureau complaint # ********
WM Account # *********
Dear Sue,
Thank you for taking
the time to speak with me regarding your billing concerns. As we discussed, the
account closed on June 30, and we did not remove any containers. The removal
charges were billed in error. We removed the charges and brought the balance to
zero. I apologize for the frustration this caused you. 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
Initial Complaint
Date:08/08/2022
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.
Was originally a customer of CGS Trash Service and had no complaints. CGS was apparently purchased by Waste Management. Since this purchase, or service has been less than desirable. Three times in the past 4 months, they have missed our regular Friday pickup schedule. The first 2 times I called, the scheduled a "special Pickup". This past Friday (8-5=22) was the last missed pickup. Upon calling them today (8-8-22), the call agent said they would pick it up this coming Friday (8-12-22). I pay for a weekly pickup and this hit-miss activity of picking up when they want is completely unacceptable. I have asked to speak with a manager concerning my complaint. I was told someone would call, but to date, that has not happened. Another lack of customer service once a local company is bought up by a large corporate conglomeration.Business Response
Date: 08/11/2022
Better
Business Bureau complaint # ********WM
Account# *********Dear
Chuck,Thank
you for taking the time to speak with me regarding your waste service issues. As
you confirmed, you spoke with Diana in Operations, and she addressed your concerns
about the service delays. I apologize for the frustration this situation has
caused you. Your recovery is scheduled for your normal service day, Friday, August
12. I will follow up to ensure the service is completed. There was also a
credit placed on the account for the delays in service. Thank 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:08/06/2022
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.
Worst service I have ever experienced from a company. We are paying for weekly trash pick up and they only come twice a month or when they do come its days later - AFTER THE BEARS HAVE ALREADY KNOCKED OVER THE CAN AND SPILLED ALL THE CONTENTS! We are tired of the wasted hours cleaning up these messes and having to drop our garbage off at public trashcans.
We have contacted the company multiple times with no resolution and their management refuses to call us back. This company needs to be tremendously fined as they are creating huge environmental waste problems even though they claim to be environmentally conscious - total BS!Business Response
Date: 08/13/2022
Better
Business Bureau complaint # ********WM
Account # **********Dear
Edward,Thank
you for taking the time to speak with me regarding your waste service concerns.
As you confirmed the trash was serviced on your scheduled service day. I
apologize for the delays you are experiencing and appreciate your patience as
we work diligently to hire and train drivers to service the waste in your
community. I will monitor the service to ensure no further issues. Thank you for
allowing us 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:08/02/2022
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.
Waste Management incorrectly removed a waste receptacle from our property and will not return it. The receptacle was new and was valued at $100.Business Response
Date: 08/12/2022
August 12, 2022
Better Business Bureau complaint # ********
WM Account # ******
Dear Kevin,
Thank you for reaching out to us regarding the issues with your
personal can. After a review, you spoke with Barbara in the Corporate Office, and
she addressed your concerns with the missing personal container. Our records
indicate the personal container was returned to your residence today, August
12. I apologize for the frustration this caused you and appreciate your
patience during this time. Thank you for allowing us 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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