Waste Management

April 25, Revdex.com case # [redacted] Re: Waste Management Account [redacted] Hello Matthew, I apologize that you experienced issues with your account, 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 regarding your ratesWe offered to lower your rate and you declined and requested to cancel your account [redacted] Church signed a Service Agreement ("Agreement") with Waste Management, which took effect on January 1, for thirty-six (36) monthsPursuant to Section of the Term, the term of this Agreement is set forth on the service summary sheet, which ends January 1, Please see attached Service Agreement [redacted] Church can still elect to cancel the Agreement; per Section of the Agreement, will contractually owe liquidated damages for early termination If [redacted] Church would like to continue with the cancellation, please email Account Manager K [redacted] Williams at [redacted] or email k [redacted] Very Respectfully, Nancy G [redacted] Customer Experience Agent- WM Cares

May 30, Re: Revdex.com Complaint # [redacted] Waste Management Account # [redacted] Dear Ms [redacted] Thank you for bringing your billing concerns to our attention, I apologize for the frustration having to write to the RevDex.com has caused you and appreciate the opportunity to resolve your complaint We have sent multiple “Potential Service Interruption” letters to the address on your account and you are receiving service There are notes on your account that the driver left notes advising you to place your container at curbside, and not just in the driveway, or the driver will not be able to service them As it turns out, not receiving an invoice is not a valid reason not to pay for services rendered If you are unable to pay the full amount that is required to avoid further collections, you have the option of a payment plan If you have any additional questions or comments or if I may be of further assistance, you may reach me at 713-512-option Very Respectfully, Victoria H [redacted] WM Cares Corporate wmcares@wm.com Waste Management [redacted] 713-512-

April 24, Re: Revdex.com Complaint [redacted] Waste Management Account [redacted] Hello Mawanisha, 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 yard waste was not serviced, and the recycle container was not exchanged for the larger oneWe reached out to our operations team, and they confirmed, we serviced the yard waste container, and completed the exchangeAgain, please accept our apologies for the frustration caused by this situation 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 Giblin 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 While I appreciate the contact to confirm receipt of my complaint, the response does not yet resolve the issue.It does state that WM will review records and get back to me Until then, we prefer this file remain open Regards, ***

August 20, [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, the container charges were adjusted, leaving a zero balance on the 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 wmcares@wm.com [redacted] * Cordially, Nancy G [redacted] WM Cares-Corporate Office

June 24, [redacted] Revdex.com Complaint# [redacted] 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 Thank you for confirming, [redacted] with [redacted] reached out to you regarding your claimShould you have questions or concerns regarding this matter, please feel free to discuss it with me at wmcares@wm.com or by phone at 713-512-option Very Respectfully, Nancy [redacted] Waste Management Corporate - WM Cares

February 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 billing and appreciate the opportunity to address the problem After researching our internal records, an adjustment for $applied to your account bringing it to a zero balancePlease 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] 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 3/22/and assigned ID [redacted] Regards,

April 18, Revdex.com Complaint# [redacted] Waste Management Account# [redacted] Hello ***, In response to your last comment, Our SrDistrict Manager, ***, confirmed he spoke with you and has assured that he would monitor your new development to ensure service is met, and has left his direct contact information with you Regarding a credit request, as you are not listed as a contact on this master account, you will need to contact your [redacted] for a credit requestAgain, please accept our apologies for the frustration caused by this situation Very Respectfully, Nancy G [redacted] WM Cares Corporate

December 29, Revdex.com Complaint# [redacted] Waste Management Account# [redacted] Hello [redacted] , I apologize that you experienced issues with your account and appreciate the opportunity address your concerns After reviewing your account, you called on December 28, to report that we setup two accounts in your name and requested to have one canceledAccount# [redacted] -WM ID# [redacted] , was canceled and Account# [redacted] -WM ID# [redacted] is your activeShould you have questions or concerns regarding this matter, please feel free to discuss it with me at wmcares@wm.com [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 find that this resolution would be satisfactory to me Sent: Sunday, October 15, 9:PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint # [redacted] Hi Revdex.com,Thank you so much for your kind assistance I apologize for not letting you know that the issue was resolved by Waste management(complaint # [redacted] ) thank you for your quick action Kindest Regards [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. Sent: Tuesday, March 07, 2017 8:00 PMSubject: Re: You have a New Message from BBB Regarding Complaint # [redacted] Hello,Here is the update to the ongoing issue. I signed up for "backyard pickup" many months ago, on 2 properties: [redacted] **, both in Oakland. Service often failed, waste was not removed. I would then call and the representative would say that they will try, but can't promise. Sometimes it was removed, sometimes not. I filed a complaint with BBB.org several months ago. WM representative Nancy [redacted] responded promptly. Service improved a lot. WM called every week for around 5 weeks to see that it service was fulfilled. It was. Then the calls stopped and so did service. Waste has again repeatedly not been picked up. And when it was picked up, WM often left the bins curbside, rather than returning to where they belong on the property, as the service is supposed to do.Desired Resolution / OutcomeA full refund of all backyard pickup to date is the appropriate resolution. While the service is sometimes provided, WM should compensate me for the time that the waste has been left for a week, which causes massive problems as the bins are then full, such as there is then nowhere for me to put waste product. Additionally, they should compensate for the many hours of time I've had to spend calling, being placed on hold, and repeatedly explaining the issue.Thank you, [redacted]

January 2, [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 ManagementI apologize that you experienced issues with your billing and appreciate the opportunity to address the problem After researching our internal records, your account is at a zero balanceAs well, we have notified the collection agency of your issue and stopped collection callsPlease 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***

November 21, Re: Revdex.com Complaint # [redacted] Waste Management Account # [redacted] Hello [redacted] I apologize that you experienced issues with your service and appreciate the opportunity address your concernsAt Waste Management, we are committed to providing exceptional and reliable customer service, and the experience you received does not reflect our standardsWe have taken the appropriate action to identify the cause of the error and to prevent this experience from occurring in the future On 8/11/2016, [redacted] called to start up service; asked that the account start on 9/1/ [redacted] called on 8/23/to say he had not received the container and agent advised him that we did not have any in stock and to allow us two-weeks to get them deliveredOn 8/25/2016, operations closed the delivery ticket as completedOn 10/04/2016, we received another call stating the container was never deliveredWe then issued another delivery ticket and our operations confirmed it was deliveredDue to the service failure, we issued a credit for September and October, leaving a balance of $In addition, we ask that your container be placed out on the curb from am to pm Should you have additional questions or comments or if I may be of further assistance, you may reach me [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 I do appreciate having the trash picked up I wish that you would understand what a bad situation when it isn't done I am sorry for the mistake made about the dumpster I had asked the renters and they told me it was owned by your company I feel bad about over reacting to your company Let's just say that Rumpke's in for a bad afternoon Thank you for resolving this issue so quickly Thank you again,T [redacted] J [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 As I stated WM never came back to pick up the trashWhen I called back to speak to a manager I was told that WM was going to come and pick up the trash on the 6th of MayThat day also came and gone and WM did not come back to pick up the trashThey also did not dump the regular trash can nor recycling can which I have pictures of as wellAt that point my landlord started calling as well and no one ever showed up to pick up the trashI was put in a position to either pay and have the rest of the bulk pick up removed which was suppose to ALL be taken or have my landlord charge meIt was cheaper for me to pay and have it removed and as I stated WM should be held responsible and have to pay me back the $that I was charged to remove what WM was suppose to removeIt was noted on my account to remove everything and if it was over that I was to be charged the $for each yard over I believeEither way WM was wrong and should be held responsible Regards,

December 29, [redacted] and [redacted] Re: Revdex.com Complaint # [redacted] WM Account Case# [redacted] [redacted] and [redacted] , The Revdex.com informed us about the complaint you filed against Waste ManagementI apologize that you experienced billing issues and appreciate the opportunity to address your concern Per our records your account is set up with both [redacted] and [redacted] ’s names, this account was established May A resume fee of $was waived as a onetime courtesy in March The resume fee charge helps cover the administrative cost associated with setting up your account after service has been cancelled due to delinquent paymentThe resume fee is valid charge billed to your account; your current balance is $for the service period January-March 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, Victoria H [redacted] WM Cares

June 24, 2015 [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 [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.] A\The invoice is for $ Not $ When you called me you said all the extra charges had been removed and all I owed was $ I said I was waiting for a final invoice for $like you said, not $ RLillian Snider Regards,

October 3, Revdex.com Complaint# [redacted] Re: Waste Management Account# [redacted] Hello [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 I alerted our operations team; received confirmation that the dumpster was removed on 9/28/Should you have questions or concerns regarding this matter, please feel free to discuss it with me at wmcares@wm.com or by phone at 713-512-option Very Respectfully, Nancy [redacted] Waste Management Corporate - WM Cares