Waste Management

March 15, 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 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.
In reviewing your account, you called multiple times to report your recycling was not fully serviced. Our agents continued to state we would get it recovered. Again, our driver failed, to service and we alerted our operations team to determine what was the cause and to coach our driver.
On March 14, 2017, our operations confirmed, our driver recovered the recycle. Due to the multiple service issues, we will monitor your account for the next month to ensure we are servicing all recycle. Again, please accept our apologies for any frustration this may have caused.
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 G[redacted]
Customer Experience Agent- WM Cares

November 6, 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 applied for the extra pick up; your balance is $93.96. 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

June 24, 2016
 
[redacted]
[redacted]
[redacted]
 
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.
I alerted our operations team and they confirmed we recovered your trash. 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 *.
Very Respectfully,
Nancy [redacted]
Waste Management Corporate - WM Cares

August 20, 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, the container charges were adjusted, leaving a zero balance on the 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 [email protected] [redacted].
 
Cordially,
Nancy G[redacted]
WM Cares-Corporate Office

July 20, 2015
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
Hello [redacted],   
It was a pleasure speaking with you today; per our telephone conversation, you agreed to pay $100.00 and I will credit the late charges. Once your payment and the credit apply to your account it will be at a zero balance. Again, 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
WM Cares-Corporate Office

October 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 your Billing and appreciate the opportunity to address your concerns.
We apologize for our service failure; please know we are currently taking steps to correct our communication when service is not completed as scheduled. We have alerted our operations management team of your Revdex.com complaint to ensure we do not miss you in the future.
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 21, 2016
 
[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 *.
 
Cordially,
Nancy [redacted]
WM Cares-Corporate Office

June 27, 2016
 
 
Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
Dear Ms. [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 review of your account, our operations confirmed the trash was recovered and the containers delivered. In addition, a credited applied to your account for service failures. 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

February 23, 2017
 
Re: Revdex.com Complaint # [redacted]
 
Hello [redacted],
I apologize that you experienced damage to your vehicle from one of our dumpsters. At Waste Management, we are committed to providing exceptional and reliable customer service.
On February 7, 2017, you...

called to report that a Waste Management employee pushed a dumpster against your truck, causing damage. Jeanne confirmed she spoke to you and stated the incident has been reported to our Insurance company and provided you with claim# [redacted]. 
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

September 28, 2016
Revdex.com case # [redacted]
Re: Waste Management Account# [redacted]
 
[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. All our invoices, under “Account Summary”, indicated that charges were from [redacted] service. By paying the bill, you accepted all charges listed. To resolve this matter, we adjusted your account $281.02 as a courtesy and have requested that your refund for this amount be expedited. 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]
WM Cares Corporate

November 6, 2014
 
 
[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 refund and appreciate the opportunity to address the problem.
 
It was a pleasure speaking with you today; per our conversation, I have issued a reversal for $65.00 to your checking account REF# [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 [redacted] or by phone at [redacted]
 
Cordially,
[redacted]

August 3, 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

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 rejection to Ms.
[redacted]’s response is based on the following. 
In her first paragraph she indicates that my contested price increases
have been applied annually.  This is
untrue.  My price increases have occurred
as follows: The first was just over 9
months (contract start on 9/21/12 and an increase after 6/30/13), after 11
months (7/1/13 to 5/31/14), after 12 months (6/1/14 to 5/31/15), and then somewhat
over 9 months (6/1/15 to 3/21/16).
Concerning her
indication that Mr. [redacted] is to “reaching out to me, he has provided two
communications.  One was a letter of that
was an outright rejection of my overcharge claim and an absolute refusal to
consider an overcharge credit.  He sited
a contract paragraph to argue my contract obliges me to pay the overcharges.  The contract paragraph was not applicable and
I have commensurately replied in a letter explaining the inapplicability.  His other communication was by email.  Besides being threatening, nothing else was
definitive in the email.  I therefore have
not responded to his email. 
Ms. [redacted] is in the WM
Cares department.  I presume this is
intended to mean caring for customers. 
The fact that my equipment service charges have increased 56%
($136/month to $212/month), while inflation has been under 2%/annum and Waste
Management currently advertises a $136/month rate, implies that the “Care” is
for Waste Management’s profits.
Regards,
[redacted]. [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.  
From: [redacted]
Sent: Friday, October 31, 2014 9:37 AM
To: drteam
Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]
 
This complaint [redacted] wasn't resolved. We didn't get any payment back or anything!!!! They just called us to say I'm sorry!!! and that is all!!!!!
 
We were overcharged for more than $3,000.00 in all these years!
 
Regards,

July 22, 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

May 18, 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]
 
Cordially,
Nancy G[redacted]
[redacted]

January 20, 2016
 
Re: Revdex.com Complaint# [redacted]
WM Account#[redacted]
 
Hello [redacted],
Supervisor Tony confirmed he spoke to you today; we have agreed to renegotiate a new Service Agreement for one-year. He explained the price would be higher and you agreed with our offer. 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

January 26, 2017
 
Re: Revdex.com Complaint # [redacted]
Waste Management Account #[redacted]
Hello Mr. [redacted],
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. 
After reviewing your account, on October 28, 2016, Jaclyn spoke with you and explained the overage charges are due to the container being overweight by 4.67 tons. You disputed and said the paperwork does not state you would be charged extra if you went over the initial weight. Per the online sales order, it states that the first 2 tons are included in cost and that you would be responsible for any additional weight past the 2 tons, priced at $46.00 per additional ton. Please see attached online sales order.
On November 8, 2016, you disputed the weight of the container when it was removed. We reached out to our Routing Manager who confirmed the container did not leave the truck from the time of the pick up until it was disposed of at the Metro dump. Please see attached weight ticket.
In regards to the payment that was taken from your credit card without approval. Per the terms and conditions listed in the agreement, the card used to make the initial payment can and will be used to pay off any outstanding balance on the account. On section 5 of the agreement it states (All charges not paid in advance, customer's credit card account on file from the prepayment (or other acceptable credit card) will be charged for such Charges).
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 [redacted]
Customer Experience Agent- WM Cares

February 4, 2015
 
[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.
It was a pleasure speaking with you today; per our telephone conversation, I explained that the payments have been applied to your account; your account is reactivated for 2/5/2015.
I entered an adjustment for $91.46 for the additional container charges; the credit will apply to your February invoice, bringing your account to a zero balance.
Per the additional container it is scheduled for deliver on 02/05/2015, you confirmed you will call me once it is delivered. 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]

July 28, 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 Brenda attempted to reach you at [redacted] and was unsuccessful; she stated she left you a message. Please give her a call so that we can resolve the services issues. Please accept our apologies for the frustration caused by this situation.
If you have specific questions regarding the agreement, please feel free to discuss it with me at [redacted] or by phone at [redacted] option 3.
 
Cordially,
Nancy G[redacted]