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 would like for them to contact me via phone when resolved. They may contact me by [redacted]

[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.  Since they are now calling to see if the trash has indeed been picked up, I feel they want to adhere to the contract between us.

September 2, 2015
 
[redacted] [redacted]
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[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 refund and appreciate the opportunity to address your concerns.
Jeanne confirmed she spoke to you today regarding your refund check, she stated once she receive confirmation the check has gone out she will call you with the check number. 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

July 7, 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 service and appreciate the opportunity to address the concerns.
Route Managers Allen and Javier attempted to reach you at 619-341-4154 to discuss your service issues; both were unsuccessful. Please provide the best telephone number you can be reached so that we can resolve your service complaint. In addition driver confirmed there were no issues with your recycle service. 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]
 
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.
Effective 11/01/2014, Waste Management can no longer provide trash service in your area, your new provider is Chesapeake waste. I would like to take the time to apologize for the frustration caused by this situation. We have conveyed your concerns to the call center supervisors for additional training and or coaching of our customer service representatives.
Waste Management issued a payment reversal on 11/07/2014, please allow 3-5 business days for the reversal to appear in your credit card account.
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 17, 2016
 
Revdex.com Complaint# [redacted]
Re: Waste Management Account# [redacted]
 
Hello Ms. [redacted],
Please see the answers to your questions in bold:
·         An explanation was provided for the first upgrade, from $47.80, miscoding on your part....what is not explained is the second upgrade to $74.19.  Please explain the other billing error. Again, your account was miscoded and you were invoiced the wrong amount.
·         I had been advised by Josh [redacted] at [redacted] that there is no contract with Waste Management....no other explanation given as he sent my notation back to Waste Management.  I am confused...does [redacted] determine what additional charge they wish to put upon us when there is no contract between you? You are correct we do not have a contract with the HOA; we have always provided ‘preferred’ rates for the community. They used to have an exclusive and now only preferred. It’s up to Waste Management on what the rates are going to be, not the community.
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 Agent - WM Cares

September 27, 2017
 
Revdex.com case # [redacted]
Re: Waste Management Account# [redacted]
 
Hello Ms. [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 researching our internal records, you called multiple times regarding an invoice you received for the July service when you requested to cancel at the end of June. We updated your cancel date and your account balance is zero. 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

[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.  In addition, I would like to know why it takes for a consumer like me to file a complaint with a third party before it is addressed.  Prior to this complaint, I received an email from WM customer service that the replacement would take place on my next scheduled delivery date which was 10/21/16 and that it would be delivered personally by the route manager.  Surprisingly, after filing a complaint with the Revdex.com and Business Consumer Alliance, the replacement was done yesterday, Tuesday, 10/18/16 instead of Friday, 10/21/16.  I wish their customer service would be more truthful and really take customers' requests seriously.

[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.  Nancy at corporate was very responsive and helpful.  Thank you. [redacted]

March 2, 2018
 
Re: Revdex.com Complaint #[redacted]
Waste Management Account #[redacted]
 
Hello [redacted],
I apologize that you experienced...

issues with your cart delivery and property damage and appreciate the opportunity to address your concerns. My operations has confirmed that your containers have now been delivered and I have attempted to reach you to confirm this. My Route Manager, Brian, has also attempted to reach you to assist with a property damage claim and has left his contact information. 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,
Jeanne D.
Customer Experience Agent- WM Cares

July 2, 2015
 
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# 7[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 I appreciate the opportunity to address your concerns.
After reviewing your account you called on 06/29/2015 to order a dumpster, agent Rachelle quoted you a (franchised) rate of $373.81. Rachelle realized she gave you the wrong rate; immediate called you to give you the correct rate. However she was unsuccessful reaching you and left you a voicemail. Your next call to us was on 06/30/2015, which you spoke to agent Ciro who asked if you wanted to continue with the order and you said yes; paid the difference of $81.55. Upon reviewing the calls and confirming your order, there are no credits due on the account. Please accept our apologies for the frustration caused by this situation,
I appreciate you taking the time to let us know and have forwarded your concerns to the local call center managers for additional training and or coaching of our customer service representatives.
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

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 9/21/2016 and assigned ID [redacted]
Regards,

August 11, 2016
 
Revdex.com Complaint# [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.
I alerted our operations team and they confirmed our driver recovered your trash today. In addition, I will continue to monitor your account for a month to ensure we provide the service.
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

April 28, 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 researching our internal records, Mrs. [redacted] called to report that you keep receiving invoices after your account was canceled. One of our agents said they would review the account and call her back. We failed to return the call to Mrs. [redacted] as promised, therefore, our agent [redacted] called and spoke to [redacted] and advised that the final invoice has been adjusted, and you have a zero balance. 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

March 4, 2015
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted],
 
In response to your last comment, a two-week credit was applied to your account for service failure; no other credits are due. 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,
Nancy G[redacted]
WM cares-Corporate Office

October 30, 2014
 
[redacted]
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted]        
 
Reference made to the above-mentioned Better Business...

Bureau 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

February 13, 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]
 
Cordially,
[redacted]
WM cares-Corporate Office

August 27, 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 billing and appreciate the opportunity to address your concerns.
After researching our internal records, your account is 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] option 3.
Cordially,
Nancy G[redacted]
WM cares-Corporate Office

November 16, 2015
 
[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]
 
Cordially,
N[redacted]
WM cares-Corporate Office

October 24, 2016
 
Revdex.com case#[redacted]
Re: Waste Management Account# [redacted]
 
Hello [redacted],
[redacted] confirmed she spoke to you today; per your conversation, your billing issue was resolved. 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