Information and Alerts

Accreditation Revocation

On 10/30/2024 this business's accreditation in the BBB was revoked by the BBB's Board of Directors due to failure by the business to adhere to the BBB requirement that Accredited Businesses meet and abide by the following standards:

5A. Fulfill contracts signed and agreements reached.

6. Address marketplace disputes quickly, professionally, and in good faith.

6D. Cooperate with BBB in efforts to eliminate the underlying cause of patterns of customer complaints that are identified by BBB.

Pattern of Complaints

Beginning
in 2023 and continuing to date. Waste Management has patterns of
complaints/customer reviews, and the number of complaints is continuing to
trend up. Those patterns include:

• Trash
  not being picked up and sitting out on the curb for weeks at a time;
  animals are digging into it,


• Drivers
  or system stating the trash has been collected when consumers deny it has
  been picked up, Customer Service Reps cannot explain why,


• When
  trash is missed, consumers being told their trash would be picked up but
  isn’t,


• Trash
  not being picked up then consumer being charged for overfilling bins,
  etc. 


• Consumer’s
  have trouble canceling service. 


• Message consumer's stated they received when trying to cancel is, "Due to high volumes of customers, you need to call back later."


• Chat
  function not customer friendly.


• Consumers
  not receiving trash bins but being billed for service they are not
  receiving,

• Driver
  breaking container


• Trash
  dumped on the ground is not picked up


• Long
  delays in getting trash picked up as long as 8 weeks


• Tried
  to speak with customer service but was transferred around to several
  agents


• Long
  hold times in upwards of 2 hours, calls not being returned or having call multiple
  times to have issues addressed,


• Hung up
  on by rude agent,


• One consumer was told, "You live in a county island and we can charge whatever we want for waste pick up." when asked why their bill increased by triple the amount when WM took over from their previous company.


• Been
  invoiced for 2 bins but drivers will only pick up 1


• Personal
  trash cans are taken and not returned


• Trucks
  damage property and it is not repaired.


• Driver
  knocked on door to discuss feedback that was given about him


• Consumer’s
  bill is paid on time, but states company can’t pick up the trash


• Consumer
  used the ‘bagster’ service. The driver threw it off on to the street and
  left


• A new convenience being charged for a new payment partner 


• Consumer continuing to be charged after moving out. They were told they would continue to be charged until the new owners signed up. The home is empty and doesn't need trash pick up.


• Consumer's trash missed causing build up and then they were charged for the bins being overfilled.

Alert

WM has
requested that before filing a complaint with your BBB:

Consumers email us
directly at [email protected]. Our goal is to
ensure your concern is directed to the corporate team we have in place, to
resolve your matter quickly.