Waste Management

March 16, 2016
 
 
[redacted] [redacted]
 
 
 
Revdex.com Complaint# [redacted]
 
Re: Waste Management Account# [redacted]
 
 
 
 
Dear [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 comments regarding this matter, please feel free to discuss it with me at [email protected] or by phone at 713-512-6200 option *.
 
 
 
Very Respectfully,
Victoria [redacted]
WM Cares Corporate

January 13, 2016
[redacted]
[redacted]
Re: Revdex.com Complaint# [redacted]
WM Account#[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 service and appreciate the opportunity to address your concerns.
Route Manager confirmed, he did a site check and found you were using a competitor container.  Therefore, he delivered you a Waste Management container, in addition we recovered all of your trash. 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]
WM Cares-Corporate Office

Revdex.com:
I have two questions. 1) How much will be refunded. And 2) When should I expect to receive the refund? I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  Thank you very much for your time. Thank you,[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.  
1)  Brad stated that Sam would call about the money for the garbage can.    2) Sam did not call until Friday and the message he left did NOT include a dollar amount but merely said it would be off-set from the billWhich raises questions   (A)  what is the amount they are paying for my garbage can                                      �...⇄ (B) how does the garbage can get to the end of my driveway while waiting for the refund amount                                     ...⇄ (c) when I talked to Sam, I asked him what was the best type of garbage can to get for the extra garbage and he said the type with wheels.  The garbage can that was taken WAS the type with wheels --- will this garbage man who took my garbage can just continue to take garbage cans from my house?   I can NOT carry a round garbage can to the end of the drive way I have to HAVE the type with WHEELS                                     ...⇄ (D) how can waste management pay for my garbage can if they don't know what type of garbage can I had?     This has taken me 5 phone calls and this complaint to Revdex.com to get some action on this.     I have faithfully paid Waste Management for over 10 years at this house -- yet when there is a problem I have to wait for a response, get 1/2 responses, get told someone else will call, and don't get answersAND THE garbage collector - well he doesn't remember so I guess he will continue to take my garbage can?
Regards,

July 20, 2017
 
Revdex.com case # [redacted]
Re: Waste Management Account# [redacted]
 
Hello [redacted]
I apologize that you experienced issues with receiving your containers 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 you had not received your containers. We did have an operational delay which caused the delivery to be later than you were originally told. We have adjusted the bill for the weeks you did not receive pick-up, and the containers were delivered on July 18, 2017. 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 [redacted]
Very Respectfully,
Nancy G[redacted]
Customer Experience Agent- WM Cares

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me if they indeed come and pick up their container on Wednesday.  I did not want to touch the container because it was left there by the previous owners on the side of the house.  I will try to move the container to the curb on Wednesday morning so they can come and get it, I don't know what is in it but I know that it was here when I moved in.  It is on the side of the house.  Is there any way Waste Management can have their people get out of their truck and get the container from the side of the house??  I have not touched it.  It is where is was when I moved in.  This is totally unfair.  I want this container removed from my property NOW.  I called today and was told that it would take until the 20th of the month!  I don't want that container there any more.  It should have been removed when the previous owners left he premises.  I know workers don't usually get out of the truck, but can you please make an EXCEPTION?  It will only take a few minutes for you to remove your container from my property and please don't leave any debris that falls out of it.  I did not put it in there and I should not have to be responsible for removing it AT ALL.  Thank you and please ensure that this occurs expeditiously.  I have been in my new home for a week now and having to look at that container is an eyesore.

September 13, 2016
 
Revdex.com Complaint#[redacted]
Waste Management Account# [redacted]
 
Hello Nichole,
I wanted to take this opportunity to most importantly, apologize for your recent billing experience. We take these concerns very seriously and will...

immediately take action to correct them
Upon reviewing your account, your account balance is zero. Your payment of $145.64 was reversed back to your checking account ending in [redacted]. Please allow 7-10 business days for the reversal to appear in your ACH account. in addition, your account balance is zero.
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

September 7, 2016
[redacted]
[redacted]
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
Mr. [redacted]...

[redacted],                    
The Revdex.com has contacted us to let us know about the complaint you filed against Waste Management. We are sorry to see you leave and apologize for any inconvenience this caused you and appreciate the opportunity to explain our no refund policy effective September 1, 2014.
Upon review of your account, you requested to cancel your account on June 28, 2016 because you were moving. Waste Management honored your request and our representative cancelled your account effective June 30, 2016. A request to remove your containers was submitted and you were advised your containers would be removed in approximately 1-5 business days after your account cancels.
As mentioned on your invoice, “This invoice constitutes an offer by Waste Management to provide service to you for a specified period. By accepting this, you agree to continue service during the specified time. Cancellation results in the forfeit of any prepayment unless prohibited by applicable law, regulation or contract”.
Please alert us if you have any additional questions or comments regarding this matter [email protected]          or by phone at 713-512-6200 option 3.
 
Very Respectfully,
Victoria
Customer Experience Lead – WM Cares

December 28, 2015
Elmer Steinbarger
1900 Colton Dr.
Kettering, OH 45420-1442
Re: Revdex.com Complaint# [redacted]
Waste Management Account# [redacted] STEINBARGER, DORA 
Elmer Steinbarger,
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 review of your account, Waste Management invoiced you a total usage charge of $351.14 and a trip charge of $125.00, this was charged to you because upon our driver’s arrival to remove the temporary dumpster you asked the driver not to take the roll off container because you needed it for an extended period of time, this caused the daily usage charge to be activated. You agreed to pay $125.00 and Waste Management agreed to adjust the daily usage charge leaving your account at a zero balance after your payment of $125.00 was received on 12/23/2015, thank you.
Should 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,
Victoria Hook
WM Cares-Corporate Office
CC: Senorina

June 24, 2016
 
Re: Revdex.com Complaint#[redacted]
Waste Management account# [redacted]
 
Dear Mr. [redacted],
Upon review of your account, there is a past due balance of $26.82 from April. Currently your account is suspended for nonpayment. In addition, below is my response to you on April 6, 2016.
(After researching our internal records, your start date was changed to April 24, 2016 and a credit applied to your account leaving a balance of $26.82).
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]
Waste Management Corporate - WM Cares

March 30, 2015
[redacted]
[redacted]
[redacted], CA [redacted]
Re: Revdex.com Complaint# [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 received your Better Business Complaint, but were unable to locate an account with the information provided. In order to better assist you, we’ll need a little more information. Can you please provide the name on the account, as well as an account number, or the name of your condo or homeowners association, apartment complex or mobile home community, if applicable?
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

August 3, 2017
 
Revdex.com case # [redacted]
Re: Waste Management Account# [redacted]
 
Hello [redacted],
In response to your last comment, I apologize, I did not have any communication with you, our agent Jeanne spoke to you on July 10, 2017. She explained we do not schedule additional pickups outside of your normal service day for residential service. The driver is only in the area, on the day that you are scheduled to be serviced. If you would like for us to recover your trash, your account will need to be reactivated for a month. Again, we want to apologize for not meeting your expectations as your service provider. Thank you again, for bringing this to our attention, I forwarded your concerns to the call center supervisors for additional training and or coaching of our customer service representatives
We have a no refund policy, due to the miscommunication on our part, we honored the refund. Please refer to your invoices, as it states, you are paying for a subscription service; by paying your invoice, you agree to continue service during the specified time. If you request to cancel your service early, you forfeit your prepayment.
Very Respectfully,
Nancy [redacted]
WM Cares Corporate

July 16, 2015
 
[redacted]
 [redacted]
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted],
Revdex.com contacted us to let us know about the complaint you filed against Waste Management. I...

apologize that you experienced issues with the removal of our container and appreciate the opportunity address your concerns.
Route Manager Fred confirmed our driver removed the containers today. 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 Giblin

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  As long as our trash man continues to pick up our communities trash EVERY Thursday as promised and to stay off of his cell phone and not park for up to 45 minutes in our community while playing on his cell and dumping garbage juice while on his phone..

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.  
As I stated WM never came back to pick up the trash. When I called back to speak to a manager I was told that WM was going to come and pick up the trash on the 6th of May. That day also came and gone and WM did not come back to pick up the trash. They also did not dump the regular trash can nor recycling can which I have pictures of as well. At that point my landlord started calling as well and no one ever showed up to pick up the trash. I was put in a position to either pay and have the rest of the bulk pick up removed which was suppose to ALL be taken or have my landlord charge me. It was cheaper for me to pay and have it removed and as I stated WM should be held responsible and have to pay me back the $70 that I was charged to remove what WM was suppose to remove. It was noted on my account to remove everything and if it was over that I was to be charged the $17 for each yard over I believe. Either way WM was wrong and should be held responsible. 
Regards,

February 5, 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 cancellation request and appreciate the opportunity to address the problem.
After speaking to Account Manager [redacted], she confirmed she is working with you to resolve the cancellation request. 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 Account Manager [redacted] at [redacted] or email [redacted]
 
Cordially,
[redacted]

The dumpster was swapped for a larger container, however, it is still not a 3 cubic yard dumpster. It is a 2.8 yard dumpster; which is better than the 2.6 yard one I had. A supervisor came and did a site inspection and we discussed the problem. Waste management may want to look at some of their competition's websites, where they proudly list the dimensions of their true 3 yard dumpsters.

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.  
From: [redacted] [mailto:[redacted]] Sent: Tuesday, May 05, 2015 4:32 AM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted] They only paid $83.55 :( They owed me $89.05. Thanks for your help. I don't think they deserve full credit for a resolution. [redacted]Website: [redacted]Email: [redacted]Phone: [redacted]
Regards,

May 29, 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 refund and appreciate the opportunity to address your concern.
In reviewing your account, you called on May 04, 2015 to request to cancel due to poor service and pricing. Representative advised there were only two reported misses, one on 4/20/15 and the other on your service day 4/24/2015, which is not consider a miss. You mentioned there were other times we failed to service, however you choice not to notify us. Our representative advised without notification we cannot correct the service issues, she then offered to lower your rate and you declined; requested to continue with the cancellation.
You requested your refund; the representative explained that you paid for a subscription service; if you request to cancel early, you forfeit your prepayment. If you would like we can resume your services for the remaining period. 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]

November 17, 2014
 
[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 researching your account and will respond as quickly as possible.
 
If you have questions or comments regarding this matter, please feel free to discuss it with me at [redacted] or by phone at [redacted]
 
Cordially,
[redacted]
WM cares-Corporate Office