Waste Management

June 24, 2015
 
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
Dear Ms. [redacted],  
Reference is made to the above-mentioned Revdex.com complaint you filed against Waste...

Management. 
 
Upon review of your account your payments were debited instead of credited in error. As I mentioned over the phone I entered the proper adjustments and your account will be reinstated effective tomorrow. You will not owe until the next billing quarter which is October 2015 for October, November and December.
 
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].
 
Very Respectfully,
Victoria [redacted]
WM Cares-Corporate Office

September 29, 2015
 
Re: Revdex.com Complaint# [redacted]
WM Account# 132-18513   [redacted] 
 
Hello [redacted]
In response to your last comment, [redacted] confirmed your account is cancelling effective 9/30/2015 with no penalties; in addition the container removal is scheduled for 09/30/2015. 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 30, 2015
 
[redacted]
[redacted]
[redacted], [redacted]
 
Re: Better Business Bure*u Compl*int# [redacted]
WM *ccount# [redacted]
 
[redacted],
The Better Business Bure*u h*s cont*cted us to let us know *bout the compl*int you filed *g*inst W*ste M*n*gement. I *pologize th*t you experienced issues with your service *nd *ppreci*te the opportunity to *ddress the concern.
*fter rese*rching our intern*l records, * credit for two-weeks *pplied to your *ccount for service f*ilure. Ple*se *ccept our *pologies for the frustr*tion c*used by this situ*tion.
If you h*ve questions or comments reg*rding this m*tter, ple*se feel free to discuss it with me *t wmc*[email protected] or by phone *t 713-512-6200 option 3.
 
Cordi*lly,
N*ncy 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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 We called twice prior to a call on 6/3 and were told that we could cancel out of the contract (which is my whole point in filing the complaint) without having to pay anything additional as long as we called by 6/3 the day before our trash pickup.  We were told to call the day before because we needed to ask to have the bin picked up. When I called on 6/3 and tried to explain this to your reps. I was told the employee who told us we needed to cancel because you couldn't match what the new vendor would no longer works for you and they don't care what we were told. We want what that rep offered period. I was treated incredibly badly by your reps, I have several witnesses who heard them talking over me, telling me that they didn't care what we were told that rep no longer works for you so we have to use your service. It is deplorable and we would not want to do business with a company who treats it's customers with such a lack of humanity let alone respect. It is not our problem your reps lack the proper training to guide us back to the contract. The rep simply told us that we should cancel the service, that we could cancel the service without facing any penalty. We called back after that call to make sure we could still keep the service going as we were moving a week later than planned. We set up the cancelation with the rep who I guess no longer works for you.  Again, it's nothing personal it's that we were offered the ability to cancel clean out of the contract and that is all we are trying to do. We would have considered staying with you until the day I called and was treated so rudely.  Regards, Cristal M C[redacted]

October 31, 2016
 
 
Waste Management Account# [redacted]
   Re: Revdex.com Complaint# [redacted]
 
Dear Mr. [redacted],
I appreciate your response and apologize for the frustration caused by this situation. If you have any further concerns/questions, please do not hesitate to contact us.
 
Very Respectfully,
Victoria [redacted]
WM Cares-Corporate Office

November 13, 2014
 
[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 the problem.
After researching our internal records, your service was suspended multiple times due to late payments. Our collections continued to call and send you letters regarding the past due balance. Your auto pay was setup on 01/30/2014; a payment was made for $155.00 leaving a credit of $30.83. Your February invoice was $118.27 which covered services for February, March, April and a reactivation fee .The credit of $30.83 applied to your February invoice leaving a balance of $87.44. Your auto payment on 2/14/2014 was only for $31.00 again leaving a past due balance on your account. Your account continued to carry a past due balance causing your account to suspend and be charged reactivation fees.
In regards to the containers, our process is to remove WM owned containers once an account is canceled or inactive, as these are rentals and not offered for purchase. 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]
 
Cordially,
[redacted]

August 11, 2015
 
[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 *.
 
Cordially,
Nancy [redacted]
WM cares-Corporate Office

July 27, 2015
 
[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 [redacted] or by phone at [redacted] option 3.
 
Cordially,
Nancy G[redacted]
WM cares-Corporate Office

June 17, 2015
 
[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 [redacted] or by phone at [redacted] option 3.
 
Cordially,
Nancy G[redacted]
WM cares-Corporate Office

August 11, 2017
 
Revdex.com File #[redacted]
Re: Waste Management Account #[redacted]
 
 
Dear Mr. [redacted],
Thank you for connecting with Waste Management through the Revdex.com regarding your concerns for missed trash service...

with your Waste Management account. This letter is to confirm that your request has been investigated by our Operations Department. We have identified that the cause for missed service for your home and community was due to the train stop at the entrance of your community. This area is a loading and unloading dock for large cargo trains. When our drivers come to service and cannot enter, we will be sure to return on your next service day to service double your trash.
For the next four weeks, our agent Jody will be monitoring your account, and connecting with you on Monday’s to ensure your trash container has been serviced.
I truly apologize for any frustrations this missed service has caused. Thank you for the opportunity for Waste Management to correct this issue. If you have any additional questions or concerns, please connect with Waste Management directly at 800-633-7871, Option 3.
 
Very Respectfully,
 
Victoria [redacted]
Customer Experience Lead – WM Cares
[email protected]
Waste Management2625 W. Grandview Road, Suite 160
Phoenix, AZ 85023
Tel (713) 512-6200 Option 3

[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 appreciate that they are looking into the issue. At this point, it seems that there is no resolution to the problem, so I look forward to following up to see what the final solution to this problem is. Thank you! -[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 [redacted] or by phone at [redacted] option 3.
 
Cordially,
[redacted]
WM cares-Corporate Office

April 28, 2016
 
Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
Dear Mr. [redacted],
It was a pleasure speaking to you today; per our conversation you confirmed Route Manager Cary spoke to you and service issue was resolved. In addition, we will continue to follow up with you every week for a month to ensure we are servicing your container. Please accept our apologies for the frustration caused by this situation.
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 *.
Respectfully,
Nancy [redacted]
Customer Experience Team Lead - WM Cares

Revdex.com:
This letter is to inform you that Waste Management has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/12/2015 and assigned ID [redacted].
Regards,

January 7, 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] option 3.
Cordially,
Nancy [redacted]
WM cares-Corporate Office

May 16, 2017
 
Revdex.com case [redacted]
Re: Waste Management Account[redacted]
 
Hello Randy,
I apologize that you experienced issues with your payment, 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 contacted us multiple times regarding the double payment you made. The agent you spoke with on May 9, submitted the reversal of $125.96 back to your checking account ending in 596. Please allow 7-10 business days for the reversal to appear on your ACH account. 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 Giblin
WM Cares Corporate

February 17, 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 billing and appreciate the opportunity to address the problem.
 
Upon review of your account, an adjustment for the $6.15 was issued leaving your account at a zero balance. A note was also sent to driver to only service the 6 bag limit and to note account if there are extras on site. 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 713-512-6200 option 3.
 
Cordially,
[redacted]

[redacted] 24, 2014
 
[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 ###-###-#### option *.
 
Cordially,
[redacted]
WM cares-Corporate Office

March 3, 2017
 
Re: Revdex.com Complaint # [redacted]
Waste Management Account #[redacted]
 
Hello [redacted],
I apologize that you experienced issues with your payment and appreciate the opportunity address your concerns. At Waste Management, we are committed to providing...

exceptional and reliable customer service, and the experience you received does not reflect our standards. We have taken the appropriate action to identify the cause and to prevent this experience from occurring in the future.
After researching our internal records, we issued a credit of $191.37, leaving a balance of $140.51 for January invoice. Thank you for bringing this to our attention, and taking the time to let us know. I forwarded your concerns to the [redacted] supervisors for additional training and or coaching of our customer service representatives. 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

October 13, 2016
 
Revdex.com case#[redacted]
Re: 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 our driver recovered the bulk today. 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