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Business Profile

Garbage Removal

Waste Management

This 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

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    Customer Complaints Summary

    • 2,718 total complaints in the last 3 years.
    • 916 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/26/2025

      Type:Product 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.
      I ordered residential garage and recycled services in the beginning of June, both 96 gallon bins and paid the money to start the service.I was told the 23rd bins would be delivered by 6pm, then the 24th, then 25th and then guaranteed the 26th. Nothing. Just strung along and nothing still. I said Id file a complaint and they said no need youll have them on the 26th. Constant lies, no communication, hung up on three times. Absolutely terrible service. Or I should say lack of.

      Business Response

      Date: 06/30/2025

      June 30, 2025

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

      Dear ******,

      Thank you for reaching out. I understand your frustration regarding the recent issues with the container delivery, and I apologize for any inconvenience this has caused.

      We attempted to reach you by phone but were unfortunately unable to connect. My operations manager confirmed we were experiencing route delays in the area. However, the delivery was completed on June 27th. We value your feedback and will use it as an opportunity to improve.

      If you need any help updating your autopay details or making your payment, were more than happy to assist you. Please dont hesitate to give us a call at ************ Opt. 3.

      Very respectfully, 
      Chanthall C.   
      Customer Experience Agent WM Cares

    • 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:06/26/2025

      Type:Order 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.
      It is nearly impossible to talk to a human on the phone. I have had repetitive issues with my payments being returned for an unknown reason. Ive tried twice to submit a ticket for assistance. They send me an email from a no reply address, mark my ticket as resolved, and no way of contacting a representative for help. The issue is not resolved and I continue to have problems. The only way to seek help again is to fill out another ticket. I have no other companies available in my area and I have to use waste management.

      Business Response

      Date: 06/30/2025

      June 30, 2025

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

      Dear *******,

      Thank you for reaching out. I understand your frustration regarding the recent issues with your payments, and I apologize for any inconvenience this has caused.

      We attempted to reach you by phone but were unfortunately unable to connect. To quickly resolve this matter, we kindly ask that you please unenroll from autopay and then reenroll using your correct payment information. This will help ensure your future payments are processed smoothly.

      Additionally,your current balance of $90.38 will need to be paid manually at this time.
      If you need any help updating your autopay details or making your payment, were more than happy to assist you. Please dont hesitate to give us a call at ************ Opt. 3.

      Very respectfully, 
      Chanthall C.   
      Customer Experience Agent WM Cares


    • Initial Complaint

      Date:06/26/2025

      Type:Product 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.
      Cancelation of service is made next to impossible. No options for email, their chat service says to call their number, there is more than a 2 hour wait to speak to anyone. Numerous similar complaints on Reddit and ******. The chat also took near an hour to reach anyone. The chat person would not answer any account questions, about when our contract ended, or talk about alternative cancelation methods.

      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 cancellation of your services .

      After review, you spoke with ****, who informed you we would take care of your cancel request. your account is set to be cancelled July the 30th and your containers will be removed within 1-5 business days of your cancellation. Please have your containers avaliable and accessible for our driver to remove.

      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:
      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

    This business is not BBB accredited.

    revoked BBB accredited business seal

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