Waste Management

September 19, 2016
 
Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
Hello [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.
I alerted our operations team and Route Manager Matt confirmed, our driver came out and cleaned up the glass. 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 [redacted]
Waste Management Corporate - WM Cares

October 15, 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

September 29, 2016
 
Revdex.com case # [redacted]
Re: Waste Management Account# [redacted]
 
Dear Mr. [redacted],
This letter is in response to the above Revdex.com complaint, thank you for the opportunity to review your account and address your...

concerns.
 
We apologize for the frustration caused by this situation. We have reviewed your account. Please refer to your copy of the service agreement and the terms and conditions page, which indicate the potential for rate increases, cancellation process and liquidated damages. As you are a valued customer, we offered to lower your rate, but a new signed service agreement is required. You have declined our offer. We will continue to honor the terms and conditions of this service agreement, including collected liquidated damages should you choose to cancel prior to the renewal date on your agreement. 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]
WM Cares Corporate

[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.  I would like to thank [redacted] for her courtesy in responding to me and for waiving the late fees, which was always my request to WM. Thank you,[redacted]

May 31, 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. We have taken the appropriate action to identify the cause and prevent this experience from occurring in the future.
On May 19, 2017, your yard waste was not serviced.  You called on the 24th of May to request a recovery and were told the container was blocked.  Our agent requested a courtesy pickup for the entire street, which our operations stated was completed on May 29, 2017.  We attempted to reach you at [redacted] and [redacted] to verify it was recovered and had to leave a voice mail. In addition, our agent Jeanne will monitor your account for the next month to ensure you are serviced.
Should you have additional questions or concerns or if I may be of further assistance, you may reach me at 713-512-6200 option *.
Very Respectfully,
Nancy [redacted]
Customer Experience Agent- WM Cares

April 29, 2015
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted],
In response to your last comment, for safety reasons Waste Management does not provide the option to drop off containers at one of our sites. Therefore, I requested to waive the removal charge for the inconvenience of not having that option. 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,
[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.  
First of all, Waste Management did not address numerous other issues in my complaint, including their failure to provide adequate service as agreed to; their dishonesty in not sending the emailed information about liquidated damages that they agreed to (although they have finally sent that information through Revdex.com; thank you.); the $10 container fee when we were already promised a new container without additional charge; the arbitrary rate increases; and their repeated inability to answer simple customer emails from us. Second, they have not addressed the clear reading of the service agreement that allows termination if the other party, in this case Waste Management, raises the rate on their end. Finally, it is true that they offered to reduce the rate; however, I have not seen a written offer of that arriving in my email as promised.Our issue is not merely that Waste Management charges the highest rate in Metro [redacted] for waste removal services; it is that they have systematically and consistently treated our small account with disrespect; they have not kept their promises to us; and they continue to disregard the primary issues we have raised in our communication with them. 
Regards,

February 10, 2015
 
[redacted]
 
Re: Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
[redacted]     
Upon review of your account I confirmed there was a delay in delivering your containers. Due to the delay I issued your account a new restart date of January *0, 2015. Your invoice will reflect the new start date. I apologize for any inconvenience the delay in receiving your containers caused you.
 
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 *.
 
Cordially,
[redacted]
WM cares-Corporate Office

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
D[redacted] response last Friday was that someone would be calling me Monday morning, noone has called me and it is Wednesay afternoon. This is now the 3rd call that has not been returned.
Regards,
[redacted]

September 28, 2015
 
[redacted]
[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 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

July 13, 2015
 
[redacted]
[redacted]
[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 service and appreciate the opportunity address your concerns.
Route Manager Jose confirmed our driver serviced your container; he mentioned he spoke to you and service issue was resolved. 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 *.
 
Cordially,
Nancy G[redacted]
WM Cares-Corporate Office

Hello [redacted],
Upon reviewing your account, on [redacted] you spoke to your Account Manager [redacted]; you requested to cancel your service due to receiving a lower rate form a different hauler. [redacted] confirmed she tried to offer you a lower rate; you did not allow her to work with you. [redacted] also mentioned that you are communicating with her through email to decrease your service.  
If you have questions or comments regarding this matter, please contact Account Manager [redacted] at [redacted] or email [redacted].   
 
Cordially,
[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,
Our company was charged $226.37 for overages that no one picked up and that is the credit that I want. Our account has a zero balance right now because I had to pay the extra $226.37 or risk being in default & incurring late fees or suspension of services. We pay $221.78 a month for 2 pickups a week & we were charged more than that for overages that no one picked up.

June 24, 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 today; per our conversation, I submitted the reversal for $89.09. Please allow 2-3 business days for the reversal to appear on your credit card statement. Should you have questions or concerns regarding this matter, please feel free to discuss it with me at [redacted]
Very Respectfully,
Nancy G[redacted]
Waste Management Corporate - WM Cares

July 5, 2016
 
[redacted]
 
Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
Shirley [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 [redacted] option 3.
Very Respectfully,
Nancy [redacted]
Waste Management Corporate - WM Cares

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.  Sent: Saturday, February 25, 2017 6:17 AMSubject: Complaint Id. [redacted]Thank you for your help. I apologize for not responding but was waiting on the completion of the promised action from WM. I received a call from WM corporation customer service. They apologized and assured me they would collect my trash that day and on my regular trash days. That has occurred. I was also promised they would telephone me weekly for a month to insure service continues correctly. That hasn't happened but my trash is being collected and that is the goal. The WM contact did give me her direct number if I had other complaints. I do consider this resolved and appreciate your excellent help.[redacted]Atlanta GASent from my iPad

January 15, 2015
 
[redacted]
[redacted]
Littleton, CO 80128
 
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.
Route Manager Christy confirmed she spoke to you and service issue was resolved, she also stated you have her direct line to call her if you have any issues. 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 [redacted]

October 27, 2014
 
[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 [email protected] or by phone at [redacted]
 
Cordially,
[redacted]
WM cares-Corporate Office

March 21, 2016
 
 
 
 
 
 
[redacted]
 
   Re: Waste Management Account# [redacted]
 
 
 
 
[redacted]
 
Reference is made to the above-mentioned Better Business...

Bureau 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].
 
 
 
Very Respectfully,
 
Victoria H[redacted]
WM Cares Corporate

July 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 [email protected] or by phone at 713-512-6200 option 3.
 
Cordially,
Nancy G[redacted]
WM cares-Corporate Office