Waste Management

[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 have waited until I actually received the refund check to accept this.

May 8, 2015
 
[redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# 4[redacted]   [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].
 
Cordially,
[redacted]
WM cares-Corporate Office

August 2, 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 [redacted]
Very Respectfully,
Nancy G[redacted]
Waste Management Corporate - WM Cares

October 17, 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 11, 2017
 
Revdex.com case # [redacted]
Re: 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 to set up service, and requested we pick up once a week for the first month and after the month, you wanted to have us service once a month. Our agent sent your request to our setup team, and we determined we do not service weekly in your area. Therefore, your account was setup to service once a month, and our agent called on and left a detail message regarding the miscommunication.
In addition, we adjusted your billing for $163.36 to reflect the once a month service. Due to our error, we also adjusted the $35.00 set-up and delivery charge of $150.00. Leaving a balance of $559.29, because you were a valued customer we also credited the removal and some of the late charges. Bringing your balance to $447.37 for services from January through October. Because we have not received any payments on the account we canceled effective 10/05/2016. 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
Customer Experience Agent- WM Cares

November 5, 2015
 
[redacted]
[redacted]
[redacted]
 
Re: Revdex.com Complaint# 10938078
WM Account# 235-188749
 
[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,
[redacted] Giblin
WM cares-Corporate Office

January 24, 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 address your concerns.
Your service was delayed due to weather...

on December 9 and 16, 2016 and January 13, 2017.  Credits are not issued due to weather related events as double is serviced on the next available pickup day.  You may find information related to weather delayed service at http://www.co.washington.or.us/HHS/SWR/Emergency/inclement-weather-policy.cfm. ...⇄ 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 [redacted]
Customer Experience Agent- WM Cares

September 1, 2015
 
[redacted]
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [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 your containers and appreciate the opportunity to address your concerns.
Senorina confirmed she spoke to you today; you confirmed you received your containers. 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 [redacted]
WM cares-Corporate Office

January 15, 2015
 
[redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted],                 
 
The Better...

Business Bureau 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.
It was a pleasure speaking with you; per our telephone conversation, you confirmed your account be canceled 01/31/2015. I requested your refund of $63.15 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 [redacted]
 
Cordially,
Nancy [redacted]

December 18, 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 your concerns.    
Route Managers Moises confirmed he spoke to you; service issue was resolve. 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

June 11, 2017
 
Revdex.com case # [redacted]
Re: Waste Management Account# [redacted]
 
Hello Mr. [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 prevent this experience from occurring in the future.
After reviewing our internal records, you called multiple times regarding no service. On June 30, 2017, you spoke to our agent Raul, who noted your account that we recovered your trash. In addition, Route Manager Carl confirmed he spoke to you and after an initial site check, he determined that the road is unsafe for our trucks to maneuver on and explained to you that the cans must be placed on [redacted] If the containers are placed on the main road, we can ensure you are serviced.
In regards to discount, we do not offer any type of discounts for this situation. 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

February 9, 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 [redacted] option *.
 
Cordially,
[redacted]
WM cares-Corporate Office

December 26, 2014
Ted [redacted]   
5740 South Queen Street
Littleton, CO 80127-1943
Re: Revdex.com Complaint# [redacted]
Waste Management Account# [redacted] SCHULZ, TED 
Mr. Ted [redacted],      
The Revdex.com...

informed us about the complaint you filed against Waste Management. I apologize that you experienced service issues and appreciate the opportunity to address your concern.
Our operations team has confirmed that the recycle driver will be there today to service all your recyclables. There is a current adjustment issued to your account for three months credit for your missed recycle.
I apologize again for the frustration this caused you, 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.
Very Respectfully,
Victoria H[redacted]
WM cares-Corporate Office

[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].
 
Cordially,
[redacted]
WM cares-Corporate Office

March 31, 2015
[redacted]
[redacted]
[redacted], CA [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.
It was a pleasure speaking with you today; per our telephone conversation, a credit of $17.21 was applied to your account bringing it to 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,
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.  
My question is not if I can cancel, I know I can.... What I want from Waste Management is: 1. I want to have the damages repaired, it's 6 months since they destroyed my property and 2. I want a review of my account and give me the credits they owe me.  I will cancel when my contract is due for renewal, no doubtFrom Revdex.com I want to keep my complaint public, if someone checks with Revdex.com about WM performance, I want them to be able to read through this, 1. that WM damages and does not repair the damages, 2. that they charge hidden fees under fuel and environmental and 3. that there is no communication with WM, the company has a set of  standard answers, therefore no process, is like talking to a wall, as you can see with this complaint.
Sincerely

August 26, 2016
 
Revdex.com File# [redacted]
Re: Waste Management Account# [redacted]
 
[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.
I alerted our operations team and they confirmed that your trash was recovered on 08/26/2016. In addition, a 1-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

May 30, 2015
 
[redacted]
[redacted]
[redacted]
Re: Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]  [redacted]
 
Dear [redacted],    
Thank you for your patience while we conducted a site visit regarding placement/service of your [redacted] container on [redacted].
 
It is determined that we cannot service your [redacted] can on [redacted]. because the street is too narrow. Attached are photos, as you can see the vehicles are parked on the street during our service hours and it is not safe for our driver to service on [redacted]. Please place your containers out on [redacted]. for service.
 
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.
 
Respectfully,
Victoria H[redacted]
WM Cares-Corporate Office

May 8, 2015
 
[redacted]
[redacted]
[redacted], [redacted]
 
Re: Revdex.com Complaint# 10613242
WM Account# 665-258842
 
[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 Ms. [redacted] today; per our telephone conversation, I agreed to waive the late charges as a onetime courtesy.  Please allow 3-5 business days for the reversal of $17.56 to go back to your Master card ending in 7868. 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]

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.  
I understand that the company made concessions regarding my account, but they were not satisfactory as I paid more than the service I actually received in regards to the dumpster rental, and especially when considering the awful processes by which the company manages it's customers and handles mistakes on their end.  In my final phone call with them, it was revealed that the whole breakdown in communication on their end was because an employee was handling my case on his personal e-mail, rather than in a separate company e-mail account, and that because he worked outside of his instructions, the delays and additional charges were to now be made by me.  In addition, the company waited until the last minute to address the case with me a final time rather than getting back to me in a timely basis - though customer service, whom I had last spoke with, assured me they would review it and get back to me.  The representative in the final phone call was going to forward my case on to a supervisor to pursue more than the amount she was able to credit me, but that person was out of the office and unable to review it before the deadline of the very next day.Again, their response of "we gave you some amount, so you are owed no more" is missing the point.  Their attempts to get the maximum out of my pocket when they were at fault the entire time is upsetting and absurd.I would like to pursue any path that can make it known to other potential customers that the company is inept, and that potential customers should avoid this company at all costs.
Regards,
Sam [redacted]