Waste Management

[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] option Cordially, Nancy Giblin WM cares-Corporate Office

May 27, [redacted] Re: Revdex.com Complaint# [redacted] Waste Management Account# [redacted] [redacted] Dear [redacted] , I apologize for the delay in following up with your complaint, it is determined we need to conduct a site survey with our driver to determine the appropriate placement for your containers; we appreciate your time and patience while we continue to research and resolve your complaint 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, Victoria H [redacted] WM Cares-Corporate Office

April 22, [redacted] Revdex.com Complaint# [redacted] 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 comments regarding this matter, please feel free to discuss it with me at [redacted] [redacted] Very Respectfully, Nancy G [redacted] Customer Experience Team Lead - WM Cares

June 2, Re: Revdex.com Complaint# [redacted] WM Account# [redacted] Hello ***, In response to your last comment, Account Manager Michael confirmed, he spoke to you yesterday; is working on resolving your complaintAgain, 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- [redacted] * Cordially, Nancy [redacted]

July 1, [redacted] ***, [redacted] Re: Revdex.com Complaint# [redacted] WM Account# [redacted] [redacted] , The Revdex.com contacted us to let us know about the complaint you filed against Waste ManagementI apologize that you experienced issues with your service and appreciate the opportunity address your concerns It was a pleasure speaking with [redacted] ; per our telephone conversation, you confirmed our driver came out and recovered your trashPlease 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 * Cordially, Nancy [redacted]

September 21, [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 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] [redacted] Cordially, Nancy G [redacted] WM cares-Corporate Office

July 16, [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] Cordially, Nancy G [redacted] WM cares-Corporate Office

August 11, [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-option Cordially, Nancy [redacted] WM cares-Corporate Office

October 4, Revdex.com File# [redacted] Re: Waste Management Account# [redacted] [redacted] I wanted to take this opportunity to most importantly, apologize for your recent service experienceWe take these concerns very seriously and will immediately take action to correct them It was a pleasure speaking to you today; thank you for confirming our District Manager [redacted] contacted you and the service failure was resolvedIn addition, I will continue to monitor your account for the next month to ensure we do not miss your trash Should you have additional questions or comments or if I may be of further assistance, [redacted] Very Respectfully, Nancy G [redacted] Waste Management Corporate - 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 Thank you for your attention to this matter [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 nightThe 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

November 13, [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 ManagementI apologize that you experienced issues with your service and appreciate the opportunity to address your concerns It was a pleasure speaking to you today; per our conversation you confirmed we exchanged your containersIn addition a credit applied to 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 [email protected] [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 have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, I believe that if your company truly cares about customer service, honors good business practices, and wants to make this issue right, this company should credit any person that had an issue with that surprising, pick up time changeIt was very inconvenient for a lot of people and simple not fair to not call or email customers of this changeAgain, let me be clearThis is all about how I was treated after the issue, not because of the issue

August 3, [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 ManagementI apologize that you experienced issues with your billing and appreciate the opportunity to address your concerns After researching our internal records, an adjustment applied to your account for the declined payment and the reactivation chargePlease 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-option * Cordially, Nancy [redacted] WM Cares-Corporate Office

June 6, Re: Revdex.com Complaint # [redacted] Waste Management Account # 201- Hello [redacted] , In response to your last comment we did receive your payment of $thank you Our records indicate a change in your billing city and zip codeYou balance was $318.20, which include $in late chargesI issued an adjustment for $15.84, leaving a zero balance on your accountAgain, 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-option Very Respectfully, Nancy G [redacted] WM Cares Corporate

September 28, Revdex.com File# [redacted] Re: Waste Management Account# [redacted] , KEVIN Hello Mr [redacted] , I wanted to take this opportunity to most importantly, apologize for your recent billing experienceWe take these concerns very seriously and will immediately take action to address them We have attempted to contact you at the number your provided, [redacted] , and have left you several messages to return our call to review your billing concernsAfter reviewing the account and the payment history, we have determined the resume charges are valid on the account due to when payments were receivedYou spoke with a customer service agent on 09/22/and they were able to waive one resume charge for you as a one time courtesy Due to the additional late payment that was made 09/22/is subject to another resume chargeWe have removed the most recent resume charge and your account is paid thru the end of November Going forward your invoices are generated on a quarterly basis, March, June, September and December The payment is due by the end of the month in order to be on-time 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-option Very Respectfully, Nancy [redacted] Waste Management Corporate - WM Cares

February 17, [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] @wm.com or by phone at [redacted] option Cordially, [redacted] WM cares-Corporate Office

October 12, [redacted] Revdex.com Complaint# [redacted] Re: Waste Management Account# [redacted] [redacted] Dear Ms [redacted] I reviewed your account to understand what caused a delay in removing our container and invoices to generate once you cancelled your accountOur records indicate you cancelled your account 05/01/and your container was removed 5/25/Please accept my apology for the delay in removing our container Waste Management invoices monthly in advanceInvoice dated 5/1/16, [redacted] (attached) is for May 2016, service periodInvoice dated 6/1/16, [redacted] (attached) is a pro-rate invoice, which reflects an adjustment for June’s service leaving a credit of $6.62-Invoice dated 7/1/16, [redacted] (attached) reflects a one-time removal charge of $plus fuel/environmental, Regulatory cost recovery charge and a [redacted] franchise fee 20% total balance due is $226.13.September and October invoices reflect late payment charges The removal charge is a one-time charge to remove containers at the end of service or to remove an unneeded or unwanted container at our customer’s requestRemoval service includes both administrative and operational components of accurately coordinating, processing and routing the request and operation of a highly specialized vehicle and drive time to/from our customer’s location Once again, please accept my deepest apologies for the frustration this caused youBecause [redacted] is a valued customer, I am adjusting $11.30- for the finance charges leaving your account balance $ If you have questions or concerns regarding this matter, please do not hesitate to contact me at [redacted] Victoria H [redacted] Customer Experience – WM Cares

September 23, [redacted] ** [redacted] Re: Revdex.com Complaint # [redacted] Waste Management Account # [redacted] Dear [redacted] , I wanted to take this opportunity to most importantly, apologize for your recent service experienceWe take these concerns very seriously and will immediately take action to correct them Upon review of your accounts, a removal charge has been included as a regular charge to any existing account, unless otherwise discussed to remove This is a onetime charge, which pays for administrative costs associated with the removal as well as container preparation costs (paint, decals, repairs, etc.), driver time and labor, and vehicle operation costs The removal charge for your account [redacted] has been removed Your accounts [redacted] and [redacted] do have these charges of $each, which do apply Should you have additional questions or comments or if I may be of further assistance, you may reach me at 713-512-option Very Respectfully, Nancy Customer Experience Agent- WM Cares

February 17, [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, Nancy G [redacted] WM cares-Corporate Office