Waste Management

July 22, [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 Operations confirmed our driver serviced your container, 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 Cordially, Nancy G [redacted] WM Cares-Corporate Office

February 24, [redacted] Re: Revdex.com Complaint# [redacted] WM Account# [redacted] Dear [redacted] ***, Upon review of your account, your refund check was processed February 23, 2016; you will receive the check the week of February 29, Once again please accept my deepest apology for your frustration 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, Victoria [redacted] WM Cares-Corporate Office

May 22, [redacted] ** [redacted] , [redacted] Re: Revdex.com Complaint# [redacted] WM Account# 235- [redacted] , [redacted] Dear Mr [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 concern In review of your account, when you called on May 08, our customer service representative cancelled your account per your requestAt that time your refund request was sent to our customer service lead for approval I show we owe you a refund of $52.50, which we are in the process of expediting We are sorry to see you go, and have appreciated you being a valued customer 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 * Here to Serve, [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/and assigned ID [redacted] Regards,

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.] The response does not resolve my complaint because WM is wrongLike I said on 5/4/WM was suppose to pick up everything that was sat outside even if it was over the size that they require and it was noted on my accountWM picked up half the items and left the rest and left it a mess which I also have photos of, I have photos of everything before the pick up and afterI sat and waited and was being told that WM was still coming out and no one ever cameAt that point the items had to be removed and WM failed to provide a service that was suppose to be free of charge to meI had to pay out of pocket cash to have the items removed and dumpedI am asking for my money back Regards,

April 10, Re: Revdex.com Complaint # [redacted] Waste Management Account # [redacted] Hello [redacted] , I apologize that you experienced issues with your service and appreciate the opportunity to address your concernsAt 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 to report service issuesWe alerted our operations team, and they attempted to reach you at [redacted] and were unsuccessfulPlease provide the best telephone number you can be reached so that we can resolve your service complaint 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 [redacted] Customer Experience Agent- WM Cares

February 8, [redacted] Re: 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] or by phone at [redacted] * Respectfully, [redacted] Waste Management Corporate

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 prompt response and resolution to the problem The offer is fair I appreciate their interest in resolving this issue.Yours truly, [redacted] WM account # [redacted] Revdex.com Complaint ID# [redacted]

January 4, 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 $back to your [redacted] Please allow 2-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

[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 refunding my $fee However, the primary intent of this complaint was for you to address the current policies in place, that allowed such an unjustified expense to occur While I'm glad you've resolved the monetary issue, I'd like to ask that you please take a look at current policies, as follows:1) Why is there no mention on the billing statements of HOW MUCH the fee is, WHEN exactly the fee will be charged, And HOW MANY days must have transpired before the accounts is considered past due? None of this information is clearly stated on the billing statement.2) Even though you have current email addresses and phone numbers for all your customers, why are they not contacted until AFTER the account is past due, and they have already been charged a fee?While offering [redacted] is a great start, you cannot honestly expect every one of your customers to have internet access For this reason, there needs to a system in place that notifies the customers before they are charged additional fees.It saves YOU money to periodically notify customers via email or phone call (versus paper mail), so the only reason you would continue to operate under the current policy, would be to create an environment (and generate revenue) by charging customers extras fees without their knowledge, and then notifying them after-the-fact.Please take my suggestions seriously You current billing practices are dishonest, and are in desperate need of overhaul.Regards, [redacted]

September 8, Revdex.com File# [redacted] Re: Waste Management Account# [redacted] [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 correct them It was a pleasure speaking to you today; per our conversation, the balance on your account is $We agreed to waive half of the charge leaving your account balance at $Please allow 24-hours for the credit to apply to your account 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

November 4, [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

September 24, [redacted] Dr [redacted] ***, CA [redacted] Re: Revdex.com Complaint# [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 Revdex.com complaint, but were unable to locate an account with the information providedIn order to better assist you, we’ll need a little more informationCan you please provide the name on the account, account number or the township in which you are located or homeowners association, 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] option Cordially, Nancy G [redacted] WM cares-Corporate Office

June *, [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 Route Manager James confirmed our driver serviced your container today; he mentioned he spoke to you and service issue was resolvedPlease 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 71*-512-option * Cordially, Nancy [redacted] WM Cares-Corporate Office

December 18, [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 Raul confirmed he spoke to you on 12/17/and apologizes, for the misunderstanding on the conversation you had with our representative JoyceAll our records indicate that Joyce offered you a one-time credit of $from the September invoice, leaving a balance of $for that bill period onlyThis adjustment included full credit of all surcharges (fuel, environmental, regulatory cost recovery, etc.) on that September bill period, that are normally not credited or waived and would not be approved for future billsAt this time there are no further credits due on your accountPlease 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] 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 [All options are in favor of Waste ManagementI continue to constantly receive a contract to signI've looked over the options they provide as well as talked it over with Jonathan and other representatives of Waste ManagementUnable to come to an agreement I continue to stand by my decision of proceeding with the cancellation of all services with Waste ManagementI've done what they have asked for and that is to send them a certified letter with my decision to terminate all services effective immediatelyI have stated that I will send in the last invoice I received from them of the total amount of $for the month of July, which I was not notified at anytime that my bill would increase to such high amountI am doing my part and I ask that Waste Management please respect and honor my decision to proceed with the cancellationPlease do not continue to pressure me into signing your contract] Regards, [redacted] ***

October 15, [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] [redacted] * Cordially, Nancy G [redacted] WM cares-Corporate Office

February 8, [redacted] Re: Revdex.com Complaint# [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] Respectfully, Nancy G [redacted] Waste Management Corporate

December 11, 2014 [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 issue. Upon review of your account, on 9/22/2014 you requested Waste Management to switch out the temporary roll-off. At the time you called we were unable to accommodate same day service and scheduled the switch out for the following day at no extra charge. Driver arrived on 09/23/2014 and was unable to switch out the roll off because it was overweight. The driver left the empty roll off that he had on his truck to switch out your full roll off with which caused a delivery and trip charge. Because you are a valued customer we are offering to adjust the delivery charge of $150.00 and trip charge of $125.00 plus fuel and environmental fees. As an extended courtesy we are also adjusting the finance fee of $68.49 which is an approximate adjustment of $430.00. You are responsible for the haul charge of $233.30 plus fees. 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, [redacted]

June 13, Revdex.com Complaint# [redacted] Waste Management Account# [redacted] Dear Mr [redacted] In response to your last comment, our operations confirmed we delivered a 35g container on FridayIn addition we issued a $credit for the difference, as you stated the container was old and you purchased for around $At this time no further credits are due on your account Very Respectfully, Nancy [redacted] WM Cares CorporaCares