Waste Management

December 18, 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]
 
Cordially,
Nancy G[redacted]
WM Cares-Corporate Office

May 27, 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 resolve your concern.
Route Manager Travis confirmed, he spoke to you today 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 [email protected] or by phone at 713-512-6200 [redacted].
 
Cordially,
[redacted]

December 12, 2016
 
Re: Revdex.com Complaint # [redacted]
Waste Management Account #2 San[redacted]and [redacted]
 
Hello Loraine,
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 the experience you received does not reflect our standards. We have taken the appropriate action to identify the cause of the error and to prevent this experience from occurring in the future.
On December 06, 2016, you contacted Waste Management to dispute your billing. At that time, you spoke to Account Manager Christopher, who agreed to waive the trip charge; finance charges on Account- [redacted], leaving a balance of $1171.31.  In addition, we waived the finance charges on Account-S[redacted], leaving a balance of $848.84.
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 Cares

October 17, 2014
 
[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 the problem.
Account Manager [redacted] confirmed he spoke to you today; you both agreed on a credit of $401.62; you would owe the removal fee of $219.11. Once your payment of $219.11 is posted to your account the account will be at 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 [redacted] or by phone at [redacted]
 
Cordially,
[redacted]
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.  The trash has not been picked up as stated.  It was out for pickup the evening on Tuesday, 9/20 for scheduled pickup on 9/21.  I called for service on 9/22 and was told that they possible would pick it up that day, but, if not, than definitely during the morning of 9/23.  When I called at noon on 9/23 to say it had not been picked up I was told that they had until 6:00 PM and that someone would be there to answer my call if it was not.  When I called the office at 5:55 PM, it had closed at 5:00.  We kept the trash bin on the street until well after 8:00 PM and put it out again the next day, Saturday, but no pick up.We had a family emergency requiring us to travel out of state beginning Sunday, 9/25.  We left the trash in a small alcove next to the garage, but visible from the street.  When we returned home today, the trash bin was as we left it:  unmoved and full of 2 1/2 week old trash.  Of course, this is unacceptable.  Would you find it acceptable if it were your trash?
Regards,
[redacted]

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 7/8/4:20:PM and assigned ID [redacted]
I am requesting that file be kept OPEN until resolved
(I PREVIOUSLY SENT THIS BUT HAVE HAD NO RESPONSE FROM WASTE
MANAGEMENT SO I AM RE-SENDING IT AGAIN) DATED
Monday, July 20,
July 13,
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
[Nancy, we are clearly NOT able to resolve this
complaint. I do hope for Revdex.com intervention ASAP. My experience
was that this was clearly a 'BAIT & SWITCH" strategy utilized by Waste
Management of [redacted]. Before signing up for your service???, a WM representative
who sold me your service explained that I could put yard waste and cat litter
in either container -- I asked her several times, and again and again she
verified that it did not make any difference. After you did NOT pick up
my trash on the 1st assigned day Friday, July 3, 2015, I had to call Waste
Management and was not given any other option other than to cancel. Waste
Management also put me on hold a long time so I did hang up
At any rate, asking customers to dump their own
trash, I believe, is illegal. I don't think private citizens can opt to
take their trash to a landfill site and NOT be fined, etc. In my opinion,
you were asking me to do something illegal in the [redacted]. I will
verify this with the [redacted] and also with the [redacted] Waste Management also caused me a lot of stress, time and
work to try to get them finally pick up their trash cans and the trash in
them, which WM did perform on Friday, July 10, after numerous phone calls
and a complaint to Revdex.com.
In lieu of all of the above and also the fact
that I have recently researched and discovered numerous complaints online
against WM, I feel it is only fair that I recover at least $[redacted] in damages.]
Regards,
[redacted] Lind
Regards,

December 15, 2015
[redacted] [redacted]
[redacted] [redacted]
Tucson, AZ [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 your concerns.    
Oscar confirmed he spoke to you; service issue was resolved. In addition he submitted that your refund check be expedited. 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

December 21, 2015
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
Hello Ms. C[redacted],
Account manager Michael Nunez confirmed, your account will close effective February 01, 2016 with no penalties; the container will be removed within 5-7 Business days. In addition I reached out Route Manager Richard to call you regarding the damages.
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

July 6, 2016
 
[redacted]
[redacted]
 
Revdex.com Complaint# [redacted]
Waste Management Account# 276-116529
 
[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 3.
Very Respectfully,
Nancy Giblin
Waste Management Corporate - WM Cares

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

August 5, 2015
 
[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 Jason confirmed, 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 [email protected] or by phone at 713-512-6200 option *.
 
Cordially,
Nancy [redacted]
WM Cares-Corporate Office

November 14, 2016
 
Re: Revdex.com Complaint [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.
Upon...

research, our billing department confirmed, that because we were unable to service your [redacted] we reversed your payment of $179.00 back to your [redacted] In addition, we did not charge you the $50.00 trip charge. At this time, no further refunds are due.
Should you have additional questions or comments or if I may be of further assistance, you may reach me at [redacted]
Very Respectfully,
Nancy G[redacted]
Customer Experience Agent- WM Cares

December 29, 2015
[redacted]
[redacted]
Re: Revdex.com Case # [redacted]
Waste Management Account# [redacted]
Dear [redacted],
I wanted to take this opportunity to most importantly, apologize for the missed services you have been experiencing.  We take these concerns very seriously and will immediately take action to correct them.
I received confirmation from our operations management team your green waste was serviced yesterday 12/28/2015 and I would like to confirm this with you. I also would like to mention your next service day is Saturday January 2nd as we will not be running on January 1st.
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,
Victoria H[redacted]
Customer Experience Agent - WM Cares
Waste Management
2625 W. Grandview Road, Suite 160
Phoenix, AZ 85023

November 17, 2015
[redacted]
[redacted]. [redacted]
[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] or by phone at 713-512-6200 option 3.
 
Cordially,
Nancy G[redacted]
WM cares-Corporate Office

July 22, 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 service and appreciate the opportunity to address your concerns.
Operations confirmed our driver serviced your 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 [redacted] or by phone at [redacted] option 3.
 
Cordially,
Nancy G[redacted]
WM Cares-Corporate Office

June 7, 2016
 
Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
Dear Mr. [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.
Our operations confirmed we recovered your trash on Monday. In addition, a two- week credit applied to your account for the service issues. 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]
WM Cares Corporate

March 16, 2017
 
Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
Hello [redacted],
 
I apologize that you experienced issues with your billing 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 reviewing our internal records, you called multiple times to dispute the overage charges. Our agents, and supervisors explained the charges were valid. Waste Management, has an agreement with the [redacted] if at any time the customer’s dumpster is overloaded, we will charge for the overages.
The city, also confirmed as of July 1, 2015, the container is to be placed curbside for service by 3 a.m., if the container is not accessible by our truck, we will not service or move the container. You have the option, to add push and pull service to your account for an additional charge, this will allow the driver to move the dumpster out to the street for service.
 
Should you have additional questions or concerns regarding the agreement, please reach out to the [redacted]
 
Very Respectfully,
Nancy G[redacted]
WM Cares Corporate

July 8, 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]
 
Cordially,
Nancy Giblin
WM cares-Corporate Office

Revdex.com:
This letter is to inform you that Waste Management has proposed for my complaint, filed on 8/29/2016 and assigned ID [redacted], to reduce the bill in half from $123.59 to $61.79.  While I do not agree that I owe anything, I have decided to accept this settlement. While on the phone with them, I made a phone charge payment of the agree to $61.79 to bring my balance to zero and they forwarded me an email confirmation of the payment (attached).  Since Waste Management has denied access to my on-line Waste Management account, I can not confirm that they have in fact credited the half ($61.80) they agreed to.
Regards,
[redacted]

February 27, 2015
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted],
 
In response to your last comment, our billing department provided a final invoice for the removal fees. Please see revised invoice, if you have questions or comments regarding the invoice, please feel free to discuss it with me at [redacted] or by phone at [redacted] option 3.
 
Cordially,
Nancy G[redacted]