Waste Management

March 28, 2017
 
 
Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
Hello [redacted],
I apologize that you experienced issues with billing and appreciate the opportunity to address your concerns.
After reviewing your account, we waived the...

reactivation and finance charges as a one-time courtesy. Your account balance is $45.75.
We recommend setting up auto pay at wm.com to avoid any future reactivation charges. Again, please accept our apologies for the frustration caused by this situation.
Should you have additional questions or concerns, or if I may be of further assistance, you may reach me at 713-512-6200 option 3.
Very Respectfully,
Nancy [redacted]
Customer Experience Agent- WM Cares

December 22, 2015
[redacted]
[redacted]
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted],
Reference made to the above-mentioned Revdex.com complaint you filed against Waste Management.  We would...

like to provide you with our response.
We are in the process of reviewing our internal records and will provide resolution; we appreciate your time and patience.
If you have questions or comments regarding this matter, please feel free to discuss it with me at [email protected] or by phone at 713-512-6200 option 3.
 
Cordially,
Nancy G[redacted]
WM Cares-Corporate Office

June 5, 2017
 
Revdex.com case # [redacted]
Re: Waste Management Account# [redacted]
 
Dear Ms. [redacted],
I apologize that you experienced issues with your service, and appreciate the opportunity to address your concerns. At Waste Management, we are committed to providing...

exceptional and reliable customer service and have taken the appropriate action to identify the cause and to prevent this experience from occurring in the future.
After researching our internal records, you called multiple times to report we missed your service. Our agent sent the information to our operations to have our driver go back and service. Due to not being able to go back and service on 5/26/2017, we issued a credit. Our operations confirmed we recovered all the trash on 6/3/2017. Again, please accept our apologies for the frustration caused by this situation.
Should you have questions or concerns regarding this matter, please feel free to discuss it with me at [email protected] or by phone at 713-512-6200 option 3.
Very Respectfully,
Nancy G[redacted]
WM Cares Corporate

July 20, 2015
 
[redacted]
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted],   
         
The Revdex.com has contacted us...

to let us know about the complaint you filed against Waste Management. I apologize that you experienced issues with your billing and appreciate the opportunity to address your concerns.
Upon reviewing your account, it closed effective 12/08/2014 and your final invoice was $242.87. The breakdown of the charges are the removal charge of $150.00 plus fuel/environmental and local/state tax; the proration of service from 12/1 – 12/8. Waste Management received a payment of $150.00 on 01/08/2015 leaving a balance of $90.53. However you have not made any other payments, therefore every month there is an outstanding balance you are invoiced late charges. Please accept our apologies for the frustration caused by this situation.
If you have questions or comments regarding this matter, please feel free to discuss it with me at [email protected] or by phone at 713-512-6200 [redacted].
Cordially,
Nancy
WM Cares-Corporate Office

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
I want to make it explicitly clear that the account I am having this issue with is my previous service address of [redacted] and under my maiden name [redacted].  I don't want WM to look up my current service address and married name.
Regards,
[redacted]

December 12, 2014
 
[redacted]
 
Re: Revdex.com Complaint# [redacted]
     WM Account# [redacted]
 
[redacted]
 
The Revdex.com has contacted us to let us know...

about the complaint you filed against Waste Management. I apologize that you experienced issues with your billing and appreciate the opportunity to address the problem.
Upon review of your account, I have submitted a credit for $27.51 brings the account to a zero balance and our Third Party Collections has removed you from the callout list. Please accept our apologies for the frustration caused by this situation.
If you have questions or comments regarding this matter, please feel free to discuss it with me at [email protected]  or by phone at [redacted] option *.
 
Cordially,
[redacted]

February 18, 2015
 
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted],
 
The Revdex.com has contacted us to let us know about the complaint you filed against Waste Management. I apologize that you experienced issues with your refund and appreciate the opportunity to address the problem.
After researching our internal records, our billing department submitted a reversal for $104.94 back to your Visa card ending in 3915. Please allow 3-5 business days for the reversal to appear in your credit card account.  Our containers are scheduled for removal on 02/23/2015. Please accept our apologies for the frustration caused by this situation.
If you have questions or comments regarding this matter, please feel free to discuss it with me at [redacted] or by phone at [redacted] option 3.
 
Cordially,
Nancy G[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Waste Management has indicated there was no error, that in fact their auto-billing system is somehow separate from their customer account system. On the face of it that makes no sense, a statement the Waste Management employee I spoke with last week agreed with. What is Waste Management billing against if there is no active account? If a customer has taken the necessary steps to close his/her/their account (which we did), then the burden should fall to the service provider to make sure the customer is not charged for services they are no longer receiving. To let that responsibility fall to the customer is unreasonable and perhaps predatory - maybe the hope is that former clients will not notice the billing is continuing since it's handled by a separate system. In any event, our next step will be to contact our local media outlets as the public needs to be made aware of this bizarre practice on the part of Waste Management. Regards,
[redacted]

January 20, 2016
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint# [redacted]
WM Account#[redacted]
Dear Ms. [redacted],
Thank you for contacting Waste Management. We understand your frustration and are sorry to hear that you experienced billing issues. We appreciate the opportunity to address your concerns.
After researching our internal records, I issued a credit for the reactivation charge and the two NSF charges bringing your balance to zero and your account canceled effective January 5, 2015. In addition, operations confirmed our driver removed the container. Please accept our apologies for the frustration caused by this situation.
If you have questions or comments regarding this matter, please feel free to discuss it with me at [email protected] or by phone at 713-512-6200 option *.
Cordially,
Nancy [redacted]
WM Cares-Corporate Office

May 18, 2017
 
Re: Revdex.com Complaint # [redacted]
Waste Management Account #506-17517
 
Dear Victoria,
In response to your last comment, Account Manager Carla, confirmed she explained, that the ten-day return clause only applies if you do not agree to start service with Waste Management at the initial startup. By signing and accepting the service for the last thirty-six (36) months, you did accept the terms and conditions.
 
Very Respectfully,
Nancy [redacted]
Customer Experience Agent- WM Cares

November 24, 2015
 
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted]
The Revdex.com contacted us to let us know about the complaint you filed against Waste Management. I apologize that you experienced issues with your billing and appreciate the opportunity address your concerns.
[redacted] confirmed she attempted to reach you at [redacted] and was unsuccessful. Please provide the best telephone number you can be reached so that we can resolve you’re billing complaint. Please accept our apologies for the frustration caused by this situation.
If you have questions or comments regarding this matter, please feel free to discuss it with me at [email protected] [redacted]
 
Cordially,
Nancy G[redacted]
WM Cares-Corporate Office

September 29, 2015
 
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted]
Reference made to the above-mentioned Revdex.com complaint you filed against Waste Management.  We...

would like to provide you with our response.
We are in the process of reviewing our internal records and will provide resolution; we appreciate your time and patience.
If you have questions or comments regarding this matter, please feel free to discuss it with me at [email protected] [redacted]
 
Cordially,
Nancy G[redacted]
WM cares-Corporate Office

August 8, 2016
 
Rebecca [redacted]
 
Revdex.com Complaint# [redacted]
Re: Waste Management Account# [redacted]
 
Rebecca [redacted]
Reference is made to the above-mentioned Revdex.com complaint you filed...

against Waste Management. 
We are in the process of reviewing our records and will provide you with a response; we appreciate your time and patience.
Should you have questions or concerns regarding this matter, please feel free to discuss it with me at [email protected] or by phone at 713-512-6200 option 3.
Very Respectfully,
Nancy [redacted]
Waste Management Corporate - WM Cares

September 28, 2016
 
 
Cynthia [redacted]
3512 Caffin Drive
Beaumont, TX 77706
 
Revdex.com Complaint# [redacted]
Waste Management Account# [redacted], JEFFERY AND CYNTHIA
 
Dear Mrs. [redacted]
This is in response to the above-mentioned Better Business...

Bureau complaint.  I apologize for your service experience and appreciate the opportunity to address your concerns regarding removal of our recycle container.
 
Upon receipt of your complaint, I alerted our operations management team to remove the recycle container from your property. I received confirmation from our route manager your container is removed. I called you to confirm this and left you a couple of messages.
Once again, please accept my apology for the frustration this caused you. Should you have questions or concerns regarding this matter, please feel free to discuss it with me at [email protected] or by phone at 713-512-6200 option 3.
 
Very Respectfully,
Nancy Giblin
Waste Management Corporate - WM Cares

November 16, 2015
[redacted]
[redacted]
[redacted], [redacted]
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
[redacted],
Reference made to the above-mentioned Revdex.com complaint you filed against Waste Management.  We would like to provide...

you with our response.
We are in the process of reviewing our internal records and will provide resolution; we appreciate your time and patience.
If you have questions or comments regarding this matter, please feel free to discuss it with me at [email protected] or by phone at 713-512-6200 option 3.
 
Cordially,
Nancy G[redacted]
WM cares-Corporate Office

March 31, 2016
 
[redacted]
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
                                        ...⇄
Dear [redacted],
Upon review of your account, your refund check is in process. Please expect to receive your refund check the week ending April 8, 2016. Once again, please accept my deepest apology for any frustration caused by this delay.
Should you have additional questions or concerns regarding this matter, please feel free to discuss it with me at [redacted]
 
Sincerely,
Victoria H[redacted]
WM Cares-Corporate Office

July 25, 2016
 
 
[redacted]
[redacted]
[redacted]
Revdex.com File# [redacted]
 
          Waste Management [redacted]
 
 
Dear Mr. [redacted],
 
 
I am...

referencing the above-mentioned Revdex.com complaint you filed against Waste Management. I apologize for your recent experience and appreciate the opportunity to address your concerns.
 
We are in the process of reviewing your account and we will provide you with a response; we appreciate your time and patience.
 
Should you have questions or concerns regarding this matter, please feel free to discuss it with me at [email protected] or by phone at 713-512-6200 option 3.
 
Very Respectfully,
Nancy
Waste Management Corporate - WM Cares

July 15, 2016
 
Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
Dear Ms. [redacted],
I wanted to take this opportunity to most importantly, apologize for your recent service issues. We take these concerns very seriously and will immediately take action to address them.
Per your request, your account canceled effective 6/6/2016; I submitted a reversal of $155.90 back to your [redacted] ending in [redacted]. Please allow 2-3 business days for the reversal to appear on your credit card statement. In addition, Dispatch confirmed our containers were removed today.
Should you have questions or concerns regarding this matter, please feel free to discuss it with me at [email protected] or by phone at 713-512-6200 option *.
Very Respectfully,
Nancy [redacted]
Waste Management Corporate - WM Cares

July 17, 2015
 
[redacted]
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted],
The Revdex.com has contacted us to let us know about the complaint you filed against Waste Management. I apologize that you experienced issues with your billing and appreciate the opportunity to address your concerns.    
It was a pleasure speaking with you; per our telephone conversation, I confirmed your account is at a zero balance. Please see attached invoice; again please accept our apologies for the frustration caused by this situation.
If you have questions or comments regarding this matter, please feel free to discuss it with me at [redacted]
 
Cordially,
Nancy G[redacted]
WM cares-Corporate Office

October 2, 2015
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]    [redacted]
Dear [redacted]  
Reference is made to the above-mentioned Revdex.com complaint you filed against Waste Management.
Upon review of your account I do not show where you called in to request additional service. I apologize for any inconvenience this caused you and appreciate you allowing me the opportunity to rectify this situation. As mentioned over the phone a previous adjustment was placed on 9/27 and a current adjustment of $78.20 will be applied to your account and will reflect on your account within 2-4 business days to adjust all extra bag charges.
Should you have further questions or comments regarding this matter, please feel free to discuss it with me a[redacted]  or by phone at [redacted]
Very Respectfully,
Victoria H[redacted]
WM Cares-Corporate Office