Waste Management

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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 I believe that if your company truly cares about customer service, honors good business practices, and wants to make this issue right, this company should credit any person that had an issue with that surprising, pick up time change. It was very inconvenient for a lot of people and simple not fair to not call or email customers of this change. Again, let me be clear. This is all about how I was treated after the issue, not because of the issue.

[A default letter is provided here which indicates your acceptance of the business** 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.

[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.  Waste Management HQ reviewed the case I submitted and agreed to an adjustment on my account. I appreciate them taking the time to review the case an I am satisfied with the outcome.  This has been a long process but I am comfortable with the decision.

June 9, 2017
 
Revdex.com case [redacted]
Re: Waste Management Account# [redacted]
 
Hello K[redacted]
In response to your comment, first, let me start off by apologizing for any confusion created by my previous response. I was indicating that you were phoning in regards to your June 1, 2017, pick-up, not that you had phoned on June 1, 2017. I have reviewed the calls and your first call you stated that you had your container out since Wednesday, the day before your normal pick-up, and you were calling with questions on when you will get your second pickup that week.
Our representative advised you that whenever there is a holiday, all pickups will run a day behind the whole week. Your second and third call that day the representatives did indicate that they had reached out to our operations department, and you were still on the schedule for that day. At that point that was all the information available to us.
We did fail to service you that day and failed to notify you of the Saturday pick-up we had scheduled, and for that, we are truly sorry. Your account is billed through the county, so I have reached out to them and asked that they credit one week of trash service. Hopefully, this will clear up a few things.
Very Respectfully,
Nancy Giblin
Customer Experience Agent- WM Cares

February 8, 2016
 
[redacted]
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [redacted]
Waste Management Account#[redacted]
 
[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 [redacted] or by phone at [redacted].
 
Respectfully,
[redacted]
Waste Management Corporate

July 12, 2016
 
Revdex.com Complaint# [redacted]
Re: Waste Management Account# [redacted]
 
Dear Ms. [redacted],
In response to your last comment, your account is scheduled to cancel and our container was removed on 7/12/2016. 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

February 16, 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 [redacted] or by phone at 713-512-6200 option 3.
 
Cordially,
[redacted]

January 18, 2017
 
Re: Revdex.com Complaint # [redacted]
Waste Management Account #[redacted] 
 
Hello Sreekar,
I apologize that you experienced issues with your rates and appreciate the opportunity address your concerns.
On November 2, 2016, you called requesting a...

lower rate. Account Manager Trisha emailed you on offer on November 7, but the email came back undeliverable. On November 11, 2016, she called to confirm email address and advised she would resend the offer. Trisha confirmed she attempted to reach you multiple times through email and you have not responded. She sent the offer by mail on November 29, and still has not heard back from you. Please reach out to Account Manager Trisha at 1-800-458-4090 or email [email protected], if you would like to carry out the offer. 
Should you have additional questions or comments 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

October 12, 2016
 
Revdex.com case#[redacted]
Re: Waste Management Account# [redacted]
 
Hello Haibo,
I wanted to take this opportunity to most importantly, apologize for your recent service experience. We take these concerns very seriously and will immediately take action...

to correct them.
After researching our internal records, Manuela confirmed she spoke to you today; you confirmed we recovered the Sofa. In addition, a one-week credit applied to your account for the service failure. Manuela, will continue to monitor your account for the next month to ensure no further service issues.
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

July 9, 2015
 
[redacted] [redacted]
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[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 payments and appreciate the opportunity to address your concerns.
After researching our internal records, we canceled your account per your request effective 07/04/2015. In reference to your payments, the last payment received was on 3/19/15 for $135.00 which applied to your January invoice. Your account is showing a past due balance of $168.17 for April invoice. In addition we did not receive your check of $300.00, if you would like to send proof we will research. 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

January 21, 2015
 
Marvel R[redacted]
[redacted] Dr Se
[redacted], WA [redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
Marvel R[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 delivery and appreciate the opportunity to address the problem.
Upon review your account, Representative Kayla confirmed she spoke to you on 1/16/2015; you confirmed you received 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 71*-512-6200 option *.
 
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.  Our trash was finally picked up, all but the carpet which we are still waiting on being picked up. What was not resolved is the issue of the credit back to my account. We pay Waste Management for their trash removal service. Waste Management has failed to pick up our trash several times since they took over the city contract. I do not feel I should be obligated to pay for a service I did not receive and I am requesting that my account be credited back for every time Waste Management failed to provide the service I am paying for.
Regards,
 [redacted]

June 29, 2015
 
[redacted]
[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.
After researching our internal records, an adjustment applied to your account leaving a zero balance. 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 3.
Cordially,
[redacted]
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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
I was contated by [redacted]rom Corporate office customer service in regard to  my Revdex.com complain. I noticed 2 phone messages. The initial message indicated that the amount of $44.25 was waived and apologized for the inconvenience. The second message indicated that the amount of $44.25 minus late fees was still standing! I can't help but questioning the quality of customer service this organization provides. I therefore disputed the amount charged for the month of August as they indicated they will charge my account until the bins are collected. WM operate without a contract and in addition, there's no documentation that I authorized my yearly renewal in none of our mail or e-mail correspondence. Also, there was no indication in any of the correspondance that my account will be charged until they collet their bins! (I discontinued the service on 8/4 and WM collected their bins on 8/9). Ms [redacted] and I agreed that the amount of $22.97 will satisfied both of us as I did receive service for the month of July and I am also not looking to receive services for free. However, I am highly dissatisfied with their customer service practices. Their flip flopping about removing charges and re-instating charges is quite disturbing especially when they decide to send account to collections without informing their customers!!  Rating of this company's customer service and employees behavior will be a "-1" on a scale of 1-10 of 10 being highly satisfied and 1 being highly dissatisfied.Respectfully,[redacted]

March 14, 2017
 
Revdex.com case#[redacted]
Re: Waste Management Account# 780-81869
 
Hello Rebecca,
I apologize that you experienced issues with your request to cancel your account, and appreciate the opportunity to correct the situation.
After reviewing our internal...

records, your account is canceled and at a zero balance. 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 [redacted]
Very Respectfully,
Nancy
Customer Experience Agent- WM Cares

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.  
 Sent: Friday, June 03, 2016 8:04 PMTo: [email protected]: drteamSubject: Wm complaint # [redacted]. Revdex.com # [redacted] Dear Ms [redacted]er: This message is in reply to your letter dated June 1, 2016, which I received June 2, 2016. Still, some of the issues that concern me, are completely ignored.  You have yet to acknowledge the many phone calls that I made to Waste Management, to try to avoid coming to this situation.  Although, according to your company they are recorded.  Listen to them, please.  Find out what was being communicated. Secondly, I ask that the dumpster be picked up on March1, 2016.  Pull that phone call and you will see.  The fact that you are charging me for March 1 & 2, is total thievery on your part.  The dumpster had been removed by March 1, because I was there.  You weren't. Additionally, as I told Ms Manuela, the idea that for two months after the removal of the dumpster, charges are still accruing, under a bogus heading of fuel charge, is ridiculous.  When I put fuel in my vehicle, I know exactly what the charge is before I leave the pump.  So does WM. Sincerely,  [redacted]

August 7, 2017
 
Re: Revdex.com Complaint # [redacted]
Waste Management Account #[redacted] 
 
Hello [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 the recycle and our agent reached out to our dispatch department to recover. In addition, we requested a Route manager call you to determine why we are not serving the recycle. Our Route Manager [redacted] confirmed he spoke to you and will be addressing the service failure with our driver. Our agent [redacted] will continue to monitor your account for the next month to ensure our driver services the recycle. Please accept our apologies for this frustration.
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 G[redacted]
Customer Experience Agent- WM Cares

Date: May 8, 2017
 
Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
Hello [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 reached out multiple times to report we didn’t pick up the water softener. Our agents sent information to our operations team, and it was determined the water softener is an item that we are unable to remove. 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 G[redacted]
Customer Experience Agent- WM Cares

September 15, 2015
 
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint# [redacted]
 
Waste Management Account# [redacted], [redacted] ([redacted])
 
Ms. [redacted],   
Reference is made to the above-mentioned Revdex.com complaint you filed against Waste Management.  We made multiple attempts to reach you at [redacted] & emailed you at [redacted] to confirm if your trash and recycle was recovered and have not received a response.
 
Upon review of your account I show your service days are Mondays, we ask that you have your container at curbside by 6am or the night before to ensure you are not missed. Because you are a valued customer we issued an adjustment to your account for $27.91.
 
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.
 
Respectfully,
Victoria [redacted]
Customer Experience Agent - WM Cares

[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 the problem.
Upon review of your account, there was no reported misses for January.  You called on your service day 1/6/2015 to report driver had not serviced your home. Reprehensive [redacted], advice she would let dispatch know we have not serviced; get a driver out to service. You then requested to cancel your account, by doing so she advised you of the no refund policy.
As stated on your invoice you are paying for a subscription service and cancelling your service early results in forfeit of your prepayment. If you would like we can resume your services for the remaining period and waive the reactivation fees. 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,
[redacted]