Waste Management

[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:
It is incorrect to say I made no mention of services being performed incorrectly. I told Scott who I was told was the manager when I called to cancel my services, he did not return one phone call to me and when I did finally speak to him, he indicated there was nothing he was willing to do, I asked to speak to his manager, he informed me I could leave a message for her but she would not call me back and he was correct she did not, 3 times, over the course of this complaint. Your company also has 3 phone calls from me when my yard waste was not picked up. 1. I called and told them I watched the truck slow down and not stop in front of my house to pick it up and they stated they would come back around, 2. The next day when the yard waste was still there and I was told that the day previosuly they could not have turned in any reports about missed service because it had not been 24 hours, I indicated that I was leaving town so if it was not going to be picked up I would move it back up by my house, they indicated it would be picked up not to worry, 3. I returned from a business trip 4 days later to the yard waste still in my yard and the grass dead, I called back again and it was finally picked up 1 day before my next service day. As you can see on numerous occassions I have notified your company about my service problems. I contacted the Revdex.com only after I could not get a phone call back from a manager at your company for several days. Please note, I asked for the containers to be picked up as of April 17th when I originally called, they were not, my original complaint asks for them to be picked up in a timely manner, they were not, I then asked for them to be picked up by May 15th, they were not. I am now 48 days from the original request. As of this morning they were still on my property (despite your comment they would be picked up last week).  Per your indication that this is not the result I wanted, be aware that 7 households have either switched services or will be switching services after I told them about this situation and that you have policies that you do not inform your customers about. Customers do not appreciate hidden fine print that you can not produce upon request. Also, a local HOA will be bringing up for vote switching their neighborhood services from yours to another service provider after being informed that you have policies you can not produce when asked for and hidden fine print. I indicated to Scott that I was going to share with them what I had been through when I spoke with him in April and he said to go ahead. I hope that you and your management are aware that the amount owed back to be was less than $50 and your business affected by this complaint is much more than that amount. If I have helped keep anyone from having this happen to them, then it is the result that I wanted.  I have notified the city of the on going problems with getting these bins removed from my property, and I will agree this is closed when the bins are actually removed. I hope this evening when I get home they are so this matter can finally come to a close.  
Regards,
[redacted]

July 19, 2017
 
Revdex.com Complaint[redacted]
Waste Management Account[redacted]
 
Dear Mrs. Lokar,
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.
It was a pleasure speaking with you; per our telephone conversation, we found the payment made on May 1, 2017. Our billing department is processing your payment; I will monitor your account to ensure the payment is applied. We determined that the electronic payment did not have the account number placed on it, causing the payment to be misapplied. 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,
[redacted] Giblin
WM Cares Corporate

July 28, 2015
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted] [redacted],
We apologize for the delay; we are researching your account and need additional time. We will respond as quickly as possible. We appreciate your patience as we work to find resolution to your reported issue.
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

[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.  
Please send me any and all paperwork regarding this situation. If there are any documents that show the actions are being taken to correct this situation I would like to have a copy for my personal records. Thank you,[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.  
  I agree that the situation is now fixed.  However the fact of the weather is not an acceptable excuse to me.  The reason this is not an acceptable excuse is the fact their truck picked up my recycling in the the morning and the trash was suppose to be picked up at night. The night before yes it had snowed, but if the weather kept them from picking up the trash then why was the recycling picked up, the roads were worse in the morning.Also it does not say any thing about how every time I called I was told a ticket was put in and that someone would be out there the next day.  This was not true according to their dispatch department.  A ticket was never put in, Only after I requested to have dispatch call me was there a resolution.  Their customer service department was perfectly fine stringing me along saying my pickup was coming.   I bet if I had not called dispatch then the only time this would have been solved is on my next regularly scheduled pick up.Their customer service department is not very customer focused or helpful

June 27, 2017
 
Revdex.com File [redacted]
[redacted] 
 
Hello Ms. Sommers,
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 contacted us multiple times regarding your billing concerns. Our agent Jody, contacted you today and explained the balance of [redacted] After negotiating you agreed to pay [redacted] and we would waive the difference. 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 [redacted] option 3.
Very Respectfully,
N[redacted]
WM Cares Corporate

November 23, 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 your concerns.
After researching our internal records, a credit was issued and 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 [email protected] [redacted]
 
Cordially,
Nancy G[redacted]
WM Cares-Corporate Office

[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.  Thank you for the gracious response and assistance. Sincerely,[redacted]

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

April 23, 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 received your Better Business Complaint, but were unable to locate an account with the information provided. In order to better assist you, we’ll need a little more information. Can you please provide the name on the account, as well as an account number, or the name of your condo or homeowners association, apartment complex or mobile home community, if applicable?
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

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.  
Waste Management has now correctly charged me for the usage that I should have been charged for originally.  This practice of charging customers unethically is being pushed from their corporate office and I hope they look at their own internal practices to correct this.  As a customer I should not have gone to such extents to have my voice heard and had them do the "right" thing.Thank you,[redacted]

June 30, 2015
 
Ana Baylin
5548 GALLERY PARK DR
Ann Arbor, MI 48103
 
Re: Revdex.com Complaint# [redacted]
WM Account# 389-78322
 
Ana Baylin,
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 exchange of your container and appreciate the opportunity to address the concern.
Operations confirmed our driver attempted twice to exchange your container; it was not out. We scheduled it again for 7/1/2015; please have container out on curb from 6am to 6pm for the exchange to take place. 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 [redacted] option 3.
 
Cordially,
Nancy Giblin

We will agree to send a replacement actuator for the Toronado, but we ask Mrs[redacted] to send us a picture of the current actuator, as there are two different types. We want to send the correct actuator. Please email picture to [redacted] Also, we will send a check for $80.00 for the fuel tank sending unit. We will try our best to find a source for a new gas tank.

March 26, 2015
[redacted]
798 Prestige Point
Atlanta, GA 30349
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

June 17, 2015
 
[redacted]
[redacted] S. [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 reco**s and will provide resolution; we appreciate your time and patience.
If you have questions or comments rega**ing this matter, please feel free to discuss it with me at [redacted] or by phone at [redacted] option 3.
 
Co**ially,
Nancy [redacted]
WM cares-Corporate Office

October 24, 2014
[redacted]
Re: Revdex.com Complaint# [redacted]
WM Account# [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 the problem.
Upon review of your account, our billing department issued a reversal $125.97 back to your credit card ending in [redacted]. Please allow 3-5 business days for the reversal to appear in your credit card account. 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]

January 12, 2016
[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.    
It was a pleasure speaking with you; per our telephone conversation, I confirmed tomorrow our driver will exchange the 2-yard container for a 3-yard container. In addition your account was updated to bill for the 3-yard container and your new account number is [redacted]. 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

March 8, 2018
 
Re: Revdex.com Complaint #[redacted]
Waste Management Account #[redacted]
 
Hello [redacted],
I have attempted to reach you. Your refund has been sent [redacted], tracking number [redacted]. I will continue to follow up with you until it is received. 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

May 9, 2016
 
 
[redacted]
[redacted]
 
 
 
Revdex.com File# [redacted]
 
Re: Waste Management Account# [redacted]   [redacted]
 
 
 
Dear Ms. [redacted],
 
I wanted to take this opportunity to most importantly apologize for the frustration caused by the billing situation. Upon review your account the pre-paid charges were explained during your initial call. The fuel & environmental rates may fluctuate with the price of gas, amount of debris and the time the container is on site.
Per Invoice Number: [redacted], dated 03/01/2016 it shows a pre-payment of $660.00- and a breakdown of charges which includes the delivery charge, $175.00 plus taxes to include fuel, environmental, ADM, county and state tax which is deducted from your pre-paid balance. Once we invoice you the delivery charge your balance is $330.77-.
Per Invoice Number: [redacted], dated 03/16/2016 total charges of $484.77, total amount due $154.00, haul charge $325.00 fuel, environmental, ADM, county and state taxes, your balance is $154.00.
Per Invoice Number: [redacted]-*, dated 03/21/2016 includes container usage fee, fuel, environmental, ADM, county and state taxes and your balance is $189.26.
Per invoice Number: [redacted], dated 04/25/2016, you were assessed a late payment charge of $4.73 all-inclusive fees and taxes total invoice amount is $10.56, an adjustment was made to your account to waive $10.56 due to we had your incorrect mailing address.
Your payment of $189.26 was received, thank you for your payment and your current balance is zero.
Should you have additional questions or concerns please feel free to reach out to me at 713-512-6200 option 3 and ask for Victoria.
 
 
Very Respectfully,
Victoria [redacted]
WM Cares Corporate

March 16, 2016
 
 
[redacted]
[redacted]
 
 
 
 
Revdex.com Complaint# [redacted]
  Re: Waste Management Account# [redacted]    [redacted]
 
 
[redacted],
 
 
I wanted to take this opportunity to most importantly, apologize for the missed services you have experienced.  We take these concerns very seriously and will immediately take action to correct them. I received confirmation from our operations management team your trash was serviced today and I would like to confirm this with you.
 
Again, please accept our sincere apology. 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