Waste Management

May 15, 2015
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
[redacted],
I read your rejection response; can you please provide details to why you are not satisfied with the resolution? 
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 6, 2016
 
Re: Revdex.com Complaint # [redacted]
Waste Management Account #[redacted]
 
Hello [redacted],
 
I apologize that you experienced issues with your recycle service 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 November 25, 2016, you contacted Waste Management to report we missed your recycling. The agent advised you that your container was blocked, causing the lack of service. You disputed and the agent entered a courtesy pickup; our operations closed the ticket complete. You called us again, stating the service was not completed.  We reached out again to our dispatch department and they confirmed we recovered the recycle as of December 5, 2016.
 
Jeanne stated she spoke to you and issued a 3-month credit for the recycle service. In addition, she will monitor your account for the next month to ensure we do not miss your recycle.
 
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

January 4, 2017
 
Re: Revdex.com Complaint # [redacted]
Waste Management Account #[redacted]
 
Hello [redacted]
We greatly regret your decision to leave Waste Management, and apologize that you experienced issues with your refund request.
After reviewing your account, I issued...

a reversal of $137.79 back to your [redacted] Please allow 2-3 business days for the reversal to appear on your credit card statement.
Should you have additional questions or comments or if I may be of further assistance, [redacted]
Very Respectfully,
Nancy G[redacted]
Customer Experience Agent- WM Cares

April 30, 2015
 
[redacted]
[redacted]
 
Re: Revdex.com Complaint# 10599115
[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.
After researching our internal records, your account canceled 12/31/2014, leaving 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,
[redacted]

August 17, 2017
 
Revdex.com case # [redacted]
Re: 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, you called to cancel your service and were told of the $40.00 removal charge. When you received your invoice, there were charges that you were not expecting based on your conversation. You called in and our agent advised you the bill would be adjusted.
I apologize you were not informed of the charges associated with the removal. Our agent, [redacted] confirmed she spoke to you and explained the charges. Because you are a valued customer, we issued a credit for the charges that were not explained leaving you with a $40.00 balance. 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 G[redacted]
Customer Experience Agent- 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.   Sent: Tuesday, September 29, 2015 3:40 PM To: drteam <[email protected]> Subject: RE: Complaint #[redacted] No one from the company called me. Only today when I logged into your system I saw that there was a response to your office from the company saying that they could not reach me. I called the concerned person first thing this the morning at their corporate office. They told me she was not at her desk would be back in and hour and would call me. As of this time they have not bothered to call me back.Specifically they have not addressed any issues. They over charged me, continue to hit me with late charges as I am disputing the bills.
Regards,

October 27, 2014
 
[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

June 21, 2017
 
Revdex.com case # [redacted]
Re: Waste Management Account# [redacted]
 
Hello Mr. [redacted],
I apologize that you experienced issues with your billing and receiving a call back, 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 the billing. We reached out to the supervisor who confirmed she spoke to you and your billing issue was addressed. 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 G[redacted]
Customer Experience Agent- WM Cares

August 14, 2017
 
Revdex.com case # [redacted]
Re: Waste Management Account# [redacted]
 
Dear 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 to prevent this experience from occurring in the future.
After researching our internal records, you reached out multiple times to report we missed your trash. Our agent advised the driver had already been out to service but your container was not curbside. She explained we would collect double on your next service day, and you disagreed and requested we come out sooner. We reached out to our operations, and they confirmed we recovered your trash.
Our agent Tonya, attempted to reach you to confirm recovery but was unsuccessful. Please provide the best telephone number you could be reached so that we may resolve your complaint. 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 [redacted]
Customer Experience Agent- WM Cares

November 20, 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 billing and appreciate the opportunity to address the problem.
After researching our internal records, our billing department issued an adjustment to zero out your 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 17, 2017
 
Re: Revdex.com Complaint # 11926337
Waste Management Account #612-45293
 
Hello Roger,
In response to your last comment, after researching our internal records, I issued a request to process your refund.  Please allow 2-3 weeks for the refund to be processed, in addition, our operations confirmed the container was removed.  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

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.  
Regards,

August 2, 2017
 
Revdex.com case # [redacted]
Re: Waste Management Account# [redacted]
 
Hello Mr. [redacted],
I apologize that you experienced issues with your June invoice, 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 on July 27 regarding extra bag charges that you disputed for May 17. On July 28, you spoke with our agent, Shannon, who offered to waive the extra bag charges. At that time, you requested to cancel your service, and she advised you of the removal charges.
Because you were a valued customer, we adjusted the $22.00 for the extra bag charge. Your services are scheduled to be terminated August 3, 2017.
Per your request to refund you the difference. It states on your June, July, and August invoices. You are paying for a subscription service; by paying your invoice, you agree to continue service during the specified time. If you request to cancel your service early, you forfeit your prepayment. If you would like we can resume your services for the remaining period. Again, please accept our apologies for the frustration caused by this situation.
Very Respectfully,
Nancy [redacted]
Customer Experience Agent- 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.  Sent: Wednesday, February 17, 2016 at 7:40 PM From: "[redacted]" Subject: Complaint ID [redacted]I am sending this e-mail to reopen complaint ID[redacted].  The representative from Waste Management contacted me on 2/8/16.  He apologized for the problem and told me that after looking into the matter that my account was closed, my balance was zero,and that I would recieve a letter stating as much.  On Saturday, 2/13/16, I recieved an envelope from Waste Management, a day which the Waste Management office is closed.  Upon opening the envelope, I found that it was not a letter, instead a nasty statement informing me that my accout was past due, a "FINAL DEMAND NOTICE" and a threat of collection, when no service was received.  Since I closed my account with this company on 10/20/15 after they had threated not to service my residence because I refused to buy garbage bags from them which would effectively double my cost for their service, I told them that I had made other arrangements for my garbage.  I told their CSR on the phone to cancel my account and since I had already paid for the service for a month, the two weeks of service I received was all I wanted from them.  Subsequently, they continued to bill me.  With each bill they sent me, I returned it, unpaid, with a note that the account had been cancelled.  After 4 months of billing like this, I finally contacted Revdex.com with the original complaint.  Once again when their representitive contacted me on 2/8/16 and assured me that all was taken care of, I found that they have lied to me and are now pursuing collection actions.  As of today,2/17/16, I have yet to receive the letter that the representative said was forthcoming.  Sincerely, [redacted]

March 13, 2017
 
Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
Hello [redacted],
After reviewing your account, your invoices were mailed to [redacted] until August 18, 2013, when you signed up for paperless billing. Since...

then we sent all notifications of the invoices available to view on www.wm.com to the email provided, [redacted]
On March 10, 2017, you spoke with Raul and verified the mailing address is correct, but the email address and telephone number were outdated. Raul confirmed, he updated the email to [redacted].[redacted].com and the phone number [redacted].
Raul explained all charges are valid, and you asked for a payment reduction or payment plan, and he connected you to our collections department who can assist with any payment plans.
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]
WM Cares Corporate

[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 Payments and appreciate the opportunity to address the problem.
 
It was a pleasure speaking with you yesterday; per our telephone conversation, I want to confirm your payments applied to your account leaving you a credit of $129.64. 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,
[redacted]

June 26, 2017
 
Revdex.com File #[redacted]
  Re: Waste Management Account #[redacted]-[redacted], [redacted]
 
 
Dear Mr. [redacted],
Thank you for connecting with Waste Management through the Revdex.com regarding your concerns for missed trash service with...

your Waste Management account. This letter is to confirm that your concern has been investigated and our Operations Department will be sure that your container will not be missed going forward. For the next four weeks, we will be monitoring your account and connecting with you on Thursday’s to ensure your trash container has been serviced.
I truly apologize for any frustrations this missed service has caused. Thank you for giving Waste Management the opportunity to correct this issue. If you have any additional questions or concerns, please connect with Waste Management directly at 800-633-7871, Option 3.
 
Very Respectfully
 
Victoria [redacted]
Customer Experience Lead – WM Cares
[email protected]
Waste Management2625 W. Grandview Road, Suite 160
Phoenix, AZ 85023
Tel (713) 512-6200 Option 3

March 24, 2017
 
Revdex.com case#[redacted]
Re: Waste Management Account# [redacted]
 
[redacted]
In response to your last comment, the city was doing road work that did not allow our driver to service your location safely. Our operations, arranged with the city to service your street on Thursday March 23, 2017. Our agent attempted to reach you at [redacted] to explain the situation and was unsuccessful. Our operations confirmed, we recovered all recycle on your street on Thursday 23,2017. Again, accept our apologies for the frustration caused by this situation.
Very Respectfully,
Nancy [redacted]
Customer Experience Agent- WM Cares

April 20, 2016
 
 
 
[redacted]
 
 
Revdex.com Complaint# [redacted]
 
Re: Waste Management Account# [redacted]
 
 
 
 
Dear Mr. Newcamp,
 
Thank you for the opportunity to resolve your billing complaint. I apologize for the frustration this inconvenience caused you.
 
Upon review of your account I show it is at a zero balance. We continued to invoice you because the account was reactivated in error. Your account is now closed and cancelled and is at a zero balance.
 
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 3.
 
 
 
Very Respectfully,
Victoria H[redacted]
WM Cares Corporate

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 11/3/2014 11:56:01 AM and assigned ID [redacted]
The recycling has been picked up.  The troubleshooting as to why it was not picked up has been resolved.  We have discussed where they will pick it up from now on.
Regards,
[redacted]