Waste Management

January 6, 2015
[redacted]
[redacted]
Milton, FL [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 refund and appreciate the opportunity to address the problem.
After researching our internal records, I submitted the request to reverse $158.95 back to your Master card. Please allow 3-5 business days for the reversal to appear in your credit card account. 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,
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.  Although waste management is indeed only responsible for the pick up of my recycling bin, it took the representatives 3 days to tell me so only after the Revdex.com got involved. I spoke to 5 different people in a 3 day period who made promises to seek out the situation and call me back. Not 1 person knew enough about their jobs to tell me I had called the wrong department! Instead, they kept putting in orders just to still not have my trash picked up! I'm the consumer, so how would I know which department of needed if they never told me?!
[Provide details of why you are not satisfied with this resolution.]
Regards,

October 20, 2015
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
Hello [redacted],
In response to your last comment, I issued a reversal of $15.04 back to your credit card ending in [redacted] Please allow 3-5 business days for the reversal to appear on your credit card statement.
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

June 13, 2016
 
Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
Dear Mr. [redacted]
In response to your last comment, our operations confirmed we delivered a 35g container on Friday. In addition we issued a $25.00 credit for the difference, as you stated the container was old and you purchased for around $50.00. At this time no further credits are due on your account.
Very Respectfully,
Nancy [redacted]
WM Cares Corporate-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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 There's nothing to "resolve" at this point. My trash can was picked up, after three weeks, about 8 phone calls, and a Revdex.com complaint. I found another trash removal service. Waste Management lost me as a customer at home and our business account as soon as that contract is up. Therefore, there is nothing really to resolve, except I guess that technically I should get a refund of the money we paid that were told covered July/August/September, only for them to change their mind once they took the money. However, I don't expect to see that, because that would require your employees to be honest about what was said to us, and based on your response, your employees have not been honest with you about this situation. I rejected your response, because it contains factually incorrect information. By the time we spoke to Jody, we had already paid what we were told was six months of service (which later they decided was three months of service plus a reinstatement fee instead of what we were told when we paid). When we spoke to Jody the first time (out of 4-5 phone conversations every business day for about a week), it was after the second week our trash was not picked up. At that point, we had paid and we had been told our trash would be picked up that Wednesday, which was our regular pickup day. We called Jody that evening. She was in agreement that our trash should have been picked up, and she said she would dispatch someone the following day as a "courtesy" pickup. They did not come the following day. However, that did not stop Jody from calling to tell us that they had picked up. When we told her that it was still sitting at our curb, she decided to actually read the notes, and saw that the driver claimed he couldn't locate the large green trash can with five bags outside of it sitting on the curb of the only house on our [redacted] to still use Waste Management. This was a lie. I did not work that day and I was in the living room, where I would have seen and heard a trash truck, as we get very little traffic here. So Jody apologized and told us they would seriously most definitely absolutely be out Friday, because it was going to be "escalated" to operations.They did not come Friday either. At about 6pm, Jody called again, asking if they came. We told her they did not. She said not to worry, that they still run that late on Fridays, so they probably just hadn't gotten to us yet. She called on Monday again, and this time she was still pretending like they were going to come and pick it up, but not to worry, because even if they didn't make it out on Tuesday, they were scheduled to be there Wednesday for our regular pickup day, even though they'd been scheduled for the previous Wednesday and never came. So the real story was, we got strung along for an entire week, with Jody calling us literally every day to give us a new excuse for why they hadn't gotten our trash, and to tell us they would be out the following day. Meanwhile, she still hadn't managed to explain why we were told we were paying for 6 months of service, only for them to say "Just kidding, you still owe us $82" after we paid. On the last call with Jody, when she attempted to placate us with a $50 credit toward a balance that we didn't owe, we told her to kindly keep it, as well as our can, because we were done with Waste Management. We literally had a Waste Management employee call us and lie to us almost every day for an entire week. From your response, I don't feel you understand this. This was not simply a matter of us not paying our bill and not getting our trash picked up for a week. We paid, our trash still didn't get picked up on the next pickup day, we were lied to about what we were paying for, and then we had an employee from corporate call and lie to us every day. If any followup is going to be another cavalier dismissal of my account, please save both of us the time and we can tell our friends that Waste Management likes to  [redacted] with and lie to customers, and you can tell your friends that we don't remember to pay our trash bill every three months when we don't get an invoice, so both of our groups of friends can think the other party [redacted] and that will just be that.

October 16, 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] option 3.
 
Cordially,
[redacted]
WM cares-Corporate Office

March 21, 2016
 
[redacted]
Re: Revdex.com Complaint #[redacted]
Waste Management Account #  [redacted]   [redacted], [redacted]
Mr. [redacted],
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.
A refund request has been sent to our billing department in the amount of $55.00 due to service issues.   I will follow up with once I hear that this has been issued to ensure it is received. 
Should you have additional questions or comments or if I may be of further assistance you may reach me me at 713-512-6200 option *.
 
Very Respectfully,
Victoria [redacted]
WM Cares Corporate

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.  
This is NOT an acceptable response.  You resending me the same statement does not resolve the matter.  You did overcharge me.  You cannot keep charging me for a service that I did not want.  I repeatedly told you that I wanted a reduction in services.  Just in case you don't keep records you can find the emails of the original request WITH the confirmation from my end and the two follow up emails I sent to you. 
Regards,

February 3, 2015
 
[redacted]
[redacted]
 
Re: Revdex.com Complaint# 104120674
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.
It was a pleasure speaking with you today; per our telephone conversation, our operations confirmed you did not receive service for the last three weeks of November.  A credit of $51.45 for the three weeks was applied to your account, bringing the balance to $77.94.
You stated you mailed in a check for $113.00, when the check is applied to your account, I will call you. 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]

September 19, 2016
 
Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
[redacted]
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.
It was a pleasure speaking to you; thank you for confirming we recovered your yard waste. Route Manager [redacted] stated he spoke to you and service issue was resolved. In addition, a one-month credit applied to your account for the service failure.
Should you have questions or concerns regarding this matter, please feel free to discuss it with me at [email protected] [redacted]
Very Respectfully,
Nancy G[redacted]
Waste Management Corporate - WM Cares

January 15, 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 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,
Nancy G[redacted]
WM cares-Corporate Office

December 22, 2015
[redacted]
[redacted] IA [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 billing and appreciate the opportunity to address your concerns.    
Jeff confirmed he has been in communication with you regarding your payment 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 [email protected] or by phone at 713-512-6200 option 3.
 
Cordially,
Nancy G[redacted]
WM Cares-Corporate Office

November 11, 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

May 5, 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 service and appreciate the opportunity to address the problem.
Please accept our apologies for the frustration caused by this situation; our operations confirmed our driver removed the cart yesterday.
If you have questions or comments regarding this matter, please feel free to discuss it with me at [redacted].
 
Cordially,
Nancy Giblin

August 3, 2016
 
[redacted]
[redacted]
[redacted]
 
Revdex.com Complaint# [redacted]
Re: 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 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

[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 10944663, and find that this resolution would be satisfactory to me.

September 13, 2016
 
Revdex.com Complaint#[redacted]
Waste Management Account# [redacted]
 
Hello [redacted],
It was a pleasure speaking to you today; thank you for confirming we serviced your trash yesterday. I will continue to monitor your account for the next few weeks to ensure your trash is not missed. 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

July 20, 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 the delivery of the dumpster and appreciate the opportunity to address your concerns.
After researching our internal records, a credit for $114.20 was issued back to your credit card for the late delivery. Please allow 3-5 business days for the reversal to appear on your credit card statement. 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

July 28, 2017
 
Re: Revdex.com Complaint [redacted]
Waste Management Account [redacted]  
 
Hello Christina,
I apologize that you experienced issues with your billing and appreciate the opportunity 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 prevent this experience from occurring in the future.
After researching our internal records, you called on June 15, 2017, and requested a switch out for June 16, 2017, due to having rented equipment to complete your project. As our delivery times, cannot be guaranteed due to driver availability, this was rescheduled. Our operations, called on June 16, 2017, and left a voicemail at 5:23 p.m., stating we could not complete the switch out due to a carryover, and we will return on Monday June 19, 2017.  As we value you as a customer, we issued a credit of $100.00 to your account for the inconvenience. At this time, no further credits are due on the account. Again, please accept our apologies for the frustration caused by this situation.
Should you have additional questions or comments or if I may be of further assistance, you may reach me at [redacted]
Very Respectfully,
Nancy [redacted]
Customer Experience Agent- WM Cares

July 18, 2016
                     
[redacted]
[redacted]
[redacted]
 
Revdex.com Complaint# [redacted]
Re: 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 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