We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Garbage Removal

Waste Management

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garbage Removal.

This business has 3 alerts

Read all 3 alerts

Complaints

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

Find a Location

Waste Management has 519 locations, listed below.

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

    Please enter a valid location.

    Customer Complaints Summary

    • 2,718 total complaints in the last 3 years.
    • 915 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/27/2025

      Type:Billing Issues
      Status:
      Resolved
      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 garbage pickup in December 2024 and had already paid for the next quarter. they refunded a part of my charge of $27.27 0n 1/27/25 to a checking account i had on file, the rest of the charge of $136.38 was charged to a credit card that was on file that i had cancelled on 12/27/24. I called them in ******** ****** April and May and the beginning of June was told each time that they would be sending a check. Now they are saying it was credited to my credit card on January 14th and would not be sending me a refund. Impossible to credit a credit card that was closed on December 14th of 2024. The credit card company *********** says there is no way to credit a card thats been closed. Would appreciate your help.

      Business Response

      Date: 07/01/2025

      July 1, 2025




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



      Subject: Refund Confirmation for Cancelled Service

      Dear *****,

      Thank you for your continued patience and for bringing your concerns to our attention. I truly understand how frustrating this experience has been, especially after multiple attempts to resolve the issue.

      During our telephone conversation on June 30, 2025, I confirmed that after a thorough review of your account, we have processed a refund in the amount of $136.38. This refund is being issued by check, and you should receive it by July 11, 2025.

      We sincerely apologize for the confusion and inconvenience caused by the previous attempts to credit a closed credit card. We appreciate your persistence in helping us correct this matter.

      If you have any further concerns or questions, please dont hesitate to call us at ************, option 3, so we can review your account right away.

       

      Best regards,

      Murtise H.
      Customer Experience Agent- WM Cares


      Customer Answer

      Date: 07/18/2025

      [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:06/26/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Just moved into our new home. Found a Waste Management trash can in the yard. Called Waste Management to pick up a trashcan that is not ours. We have another trash company that we are pleased with. The representative stated the trashcan would be picked up this past Wednesday. The can was placed in front of the house at the side walk. No one showed up. Tried to call back many times. Always busy. Messaged on the customer service AI yesterday. Response was it would be picked up today. It is still in the front of our home. Tried to call local number with no response. Tried to message again. The response was I was not able to leave a message. Cannot get ahold of anyone in this company. We had them many years ago in our previous house, and went to another company due to the lack of customer service. Obviously this ********************** does not want to talk with people. I would like this company to pick up their trash can that does not belong to us.

      Business Response

      Date: 06/27/2025

      Date: 06/27/2025

      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 having our WM container removed.

      After review, you and I spoke, and we were able to get the container removal escalated today. Our operations team confirmed the removal and we confirmed on our phone call.

      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: 07/07/2025

      [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:06/26/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 Tuesday, June 24, a WM truck stopped on ************, facing East, raised his front bucket up over the truck body and proceeded to break the overhead line which powers our telephone and tv. We were without those services for at least six hours. ATT rushed an agent to restore services. We are elderly, and I am handicapped.

      Business Response

      Date: 07/01/2025

      July 1, 2025



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


      Subject: Follow-Up on Service Incident Clarkston Rd


      Dear ****** and ******,

      Thank you for bringing the recent incident on Clarkston Rd to our attention. We sincerely apologize for the inconvenience caused when one of our trucks inadvertently damaged the overhead line supplying your telephone and TV services on Tuesday, June 24. We understand how disruptive this must have been, and we truly regret the impact it had on your day.

      After reviewing the matter, our records show that you spoke with our Operations Manager, *****, earlier June 30, 2025. He has taken the necessary steps to follow up with our drivers and provide coaching on the proper procedures for servicing your area to help prevent incidents like this in the future.

      ***** has also provided you with his direct contact information, and we encourage you to reach out to him if you have any further concerns or questions. Please dont hesitate to contact him or us at any time.Your feedback is invaluable in helping us improve our service.

      Thank you again for your patience and understanding.

      Warm regards,

      Murtise H.
      Customer Experience Agent- WM Cares

      Customer Answer

      Date: 07/07/2025

      [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:06/24/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 been trying to cancel our commercial garbage service February of 2025 for ******* J ********* DO. First we were told that it had to be transferred to whomever bought the building because of our contract- one that has not been produced for us to see. Finally, on April 4, 2025 I spoke to ***** and he would accept the *** for the building being for sale and assured me the container would be picked up the first week of June- a change of address for Dr ********* was also provided. On June 18th, I received an email from ***** ******** stating that his supervisor declined to cancel our service because he is not sure it is vacant. I feel like more than sufficient information has been provided to them in a timely manner and then after the date the container was to be picked up they are still denying cancelling our service without due cause!

      Business Response

      Date: 06/26/2025

      Date: 06/26/2026

      Better Business Bureau complaint # ********
      WM Account  # **********

      Good morning, 


      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, this was brought to the attention of our sales supervisor. She said The business is still operating and although the doctor is no longer there the agreement is not with the individual but with the business. If they want to cancel, they will need to proceed with a cancelation letter and could be assessed early termination fees.

      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 address this with our sales team at ************


      Very Respectfully,


      **** *.
      Customer Experience Agent- WM Cares


    • Initial Complaint

      Date:06/24/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 mangent isn't closing my account and refusing to pick up their dumpster from property

      Business Response

      Date: 06/26/2025

      June 26, 2025

      Better Business Bureau complaint # ********.
      WM Account # N/A

      Dear *******,

      I attempted to reach you several times by calling ************ but was unsuccessful. I was unable to locate an account with the information provided and I was hoping to reach you to get the account #.

      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

    • Initial Complaint

      Date:06/24/2025

      Type:Billing Issues
      Status:
      Resolved
      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 stated with waste management in July of 2024 my bill was 41 dollars and I was told that included my military discount. My bill has gone up every month and Now they have raised my bill to ***** with no letter to inform me as to why. So I emailed them and they say prices went up and that it didnt show my military discount so for a year they have not given me my discount. I said what papers do I need to prove the military and the said I have to call in THEY KNOW THAT there phone system is disgustingly and this could be handled via email because least they get back to you in 3 days. THIS is the 3 rd day of calling and waiting over an hour to get no one because I have other things to do this is a terrible company I want my military discount retroactive to my start date of July 2024 and I have to PAY to discontinue service I have to pay for them to pick up the totes?

      Business Response

      Date: 06/26/2025

      June 26,2025




      WM Customer *********************************
      ******************** Case # ********



      Subject: Response to Your Billing and Military Discount Concerns


      Dear *****,

      Thank you for reaching out and sharing your concerns regarding your account and the military discount.

      We understand your frustration and sincerely apologize for the inconvenience you've experienced, especially with the difficulty in reaching us by phone. We appreciate your patience and the time you've taken to bring this matter to our attention.

      We attempted to contact you by phone to discuss a resolution, but unfortunately, we were unable to reach you. Our account specialist, ******, has since left you a voicemail with the details of our findings and the steps weve taken.

      After a thorough review of your account, we have applied the military discount to your account moving forward. However, we are unable to apply the discount retroactively, as the military affiliationunder your father's namewas only added to your account on June 24, 2025.

      If you have any additional questions or concerns, please dont hesitate to contact us at ************, option 3. We are here to help and want to ensure your experience improves moving forward.

      Very Respectfully,
      Murtise H.
      Customer Experience Agent- WM Cares


      Customer Answer

      Date: 07/01/2025

      [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:

      they have reached out to me 

      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:06/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      WM is making it impossible to cancel my services and I cannot get a hold of any person and when I do I am transferred to a non working line or rerouted to a automated system that does not help in any way

      Business Response

      Date: 06/25/2025

      Date: 06/25/2025

      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 customer service and cancellation.

      After review, we spoke and confirmed you spoke with an agent, who was able to cancel your services. The removal of your containers will be on 06/26. Please ensure you have them accessible and visible.

      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


    • Initial Complaint

      Date:06/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 company has been in charge of picking up my trash and recycling for the last 2 years and they frequently do not pick it up. For no apparent reason over the last 2 years this company marks my bins as being picked up even though that is false. My neighbors use a different company so our bins are not being confused with each other. I have contacted the company to alert them of the problem and to schedule missed pickups. Even when I schedule missed pickups they do not come. My intent now is to cancel my service. Unfortunately, because I am not moving, I do not have the option to cancel online. I must speak with a representative on the phone. I was on the hold for 30 minutes today with their company and I did not get to speak to a person. They're a shoddy business with shoddy customer service.

      Business Response

      Date: 06/25/2025

      Date: 06/25/2025

      Better Business Bureau complaint # ********
      WM Account  # ************

      Dear Kiya, 


      Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with missed services and cancellation.

      After review, you spoke with a rep, who was able to process the cancellation of your account. We do have the removal of the containers set for 07/02. Please have the containers accessible and visible for removal.

      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

    • Initial Complaint

      Date:06/24/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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 23 June 2025, I was trying to cancel my garbage and recycling service with Waste Management. The approved method WM recommends is to use their website. That did not work as the website becomes unresponsive when I click on the cancel service link.I used the "Live Chat" link to contact a representative who gave me a number to call. That number failed with a message saying that the number could not be completed as dialed. I checked the number and dialed again with the same result.I got back on chat and was given a second number to try. I was on hold for a long time (I didn't clock the time, but I estimate about a half hour). I gave up and got back on chat.The chat representative offered to setup a callback, but nobody has called back to assist me in cancelling my waste ********** desperation, I sent emails complaining about my problem to any email address at Waste Management that I could find. No responses yet.This morning, I was trying to contact a representative on live chat, but that service just ******** looks like there is no way to cancel service with Waste Management in spite of their claims to offer best-in-class customer service. I am unable to cancel their service and select another provider and I am asking for help.

      Business Response

      Date: 06/25/2025

      June 25, 2025




      WM Customer *********************************
      ******************** Case # ********



      Subject: We're Sorry for the ************************* Cancellation is Confirmed

      Dear *****,

      Thank you for taking the time to share your recent experience with us. I want to sincerely apologize for the difficulties and frustration you encountered while trying to cancel your service. We understand how important it is for our customers to have a smooth and reliable experience, and we regret that this was not the case for you.

      Were sorry that our website was unresponsive when you attempted to cancel your service, and that the alternative methods providedvia phone and live chatdid not meet your expectations. Your persistence in trying multiple channels, only to be met with delays and unreturned callbacks, is completely understandable, and we truly appreciate your patience.

      After reviewing your account, our records show that you spoke with one of our representatives on June 25, 2025, regarding your cancellation request. At that time, we offered a reduced monthly rate in hopes of retaining your business, which you declined. As a result, your account is scheduled to cancel on August 1, 2025, and your containers are scheduled for removal on August 5, 2025. Please ensure your containers are placed at the curb on that day to facilitate pickup.

      If you have any additional questions or need further assistance, please dont hesitate to contact us directly at ************. Were here to help and want to ensure the remainder of your experience with us is as smooth as possible.

      Thank you again for bringing this to our attention, and we wish you all the best moving forward.


      Best Regards,

      Murtise H.
      Customer Experience Agent- WM Cares


      Customer Answer

      Date: 06/25/2025

      [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.  

      I did receive a call from a Waste Management representative who was able to cancel my service.  He did offer a discounted rate, but I had so much frustration at the recent rate hike and the steps needed to cancel my service, that I chose to go with another provider of waste and recycling services.

      I see that BBB contacted Waste Management shortly after I filed my complaint, and I think you helped in getting me through this difficulty.  Thank you.

      Yours,

      ***** *****

       





       


    • Initial Complaint

      Date:06/24/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Wish to cancel monthly service but, contractor won't allow either on line, or by phone!

      Business Response

      Date: 06/26/2025

      June 26, 2025

      Better Business Bureau complaint # ******** 
      WM Account # ************

      Dear *******,

      Thank you for your patience as we investigated your concerns. I want to sincerely apologize for not being able to reach customer service to cancel the accountI understand how frustrating that must have been.

      Ive confirmed you went to the local office and your account was cancelled as you requested.

      I attempted to reach you by phone earlier today to provide this update but was unfortunately unable to connect. Please dont hesitate to reach out if you have any further questions or need anything elsewere here to help at ************ opt 3.

      Very respectfully, 
      Chanthall C.   
      Customer Experience Agent WM Cares

    This business is not BBB accredited.

    revoked BBB accredited business seal

    Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

    Read more

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.