Waste Management

May 19,
*** ***
*** * *** ***
*** ** ***
Re: Revdex.com Complaint# ***
WM Account# ***
*** ***,
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 concern
Upon review of your account, you requested a temporary yard container to be delivered on January 02, We delivered you a second container on January 29.You scheduled the containers to be switched out for empty ones on January 13, and 29.When you requested to have your container switch out on February 18, (ticket# 164823) we were not able to because of the weather and we charged you a Trip charge of $168.08, which we later adjusted/removed from your balance. We removed one container on February and the other on March and closed out your temporary accountPlease see attached breakdown of the charges in question
Your haul rate is $312.00; you had loads, your total balance is $2458.87, we adjusted $(Trip charge) and $(Finance charges) because you are a valued customer which leaves you at balance of $I will be happy to take your payment at extra charge or you can visit www.wm.com and pay online at no charge
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-*** *
Cordially,
Nancy ***

December 29,
*** ***
*** *** ** *
*** *** *** ** ***
Re: Revdex.com Complaint# ***
Waste Management Account # *** *** ***
Dear *** ***,
Upon review of your account I show we invoice you quarterly in advance, January, April, July and OctoberWe mailed your October invoice at the end of September and we received your payment November 28, thank you
As mentioned on your attached invoice, “If the full payment of the invoiced amount is not received within your contractual terms, you may be charged a monthly late charge of 2.5% of the unpaid amount, with a minimum monthly charge of $5.00, or such late charge allowed under applicable law, regulation or contractAdditionally, if your service is suspended for non-payment, you may be charged a resume charge to restart your serviceFor each returned check, a charge will be assessed on your next billing equal to the maximum amount permitted by applicable state law.”
Because you are a valued customer, I waived the $resume charge and the $finance charge.
Should you have additional questions or comments or if I may be of further assistance you may reach me me at *** *** **
Kind Regards,
Victoria ***
Customer Experience Agent- WM Cares
CC: Jeanne

*** *** As previously discussed, you are not on a contract so there is no information I can send to you that is signed. Through all the phone and emailed communications, there has never been any mention of services not being performed correctly for several months prior to you cancellation request on April 17th until your most recent correspondence through the Revdex.com. While I understand your frustrations in having the trash and recycle containers removed by May 15th as your previous request stated, *** *** policy is to bill quarterly and not allow refunds until the end of the quarterly billing cycle. For you situation, the end of your cycle is May 31st 2015. Your trash and recycle containers are scheduled to be picked up on your last service day in that cycle, today May 29th, 10 business days after requested not 32. Although this may not be the outcome that you desire, once the containers are collected today, this situation has been resolved according to company policyThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me Sent: Thursday, August 13, 5:PM Subject: Transferred Complaint Hi *** First I want to thank you for all of your helpToday I got a check from waste managementI am going to say its Murphys law: make the complaint and then comes the checkI hope I wasn't too much trouble but still didn't like the way MW handle thingsAt least I don't do business with them anymoreSincerely thanks again *** * ***

June 26,
C*** *S***
*** N C*** Ave
*** ***, MI 4***
Re: Bett** Business Bureau Complaint# ***
WM Account# ***-***
C*** *S***,
The Bett** Business Bureau has contacted us to let us know about the complaint you filed a*ainst Waste M***ementI apolo*ize that you exp**ienced issues with your billin* and I appreciate the opportunity to address your conc**ns
Account M*** Nicholas confirmed, he meet with you to discuss your conc**ns re*ardin* the billin*; he stated he off**ed a *5% rollback on you current pricin* to *o alon* with a one-time credit of around $and you declinedAt the time you requested to speak to Nicholas M*** Jeff h***; aft** a v**y conc**ted effort, you w**e not able to come to a resolutionWe then a*reed to let you out of your current a*reement without penalties for early t**minationNicholas stated you would be responsible for payin* the removal char*es and any outstandin* balance on the account and you a*reedPlease accept our apolo*ies for the frustration caused by this situation
If you have questions or comments re*ardin* this matt**, please feel free to discuss it with your account m*** Nicholas at ***-705-*** or email ***@wm.com
Cordially,
Nancy *iblin
WM Cares-Corporate Office

August 12,
Re: Revdex.com Complaint# ***
WM Account#***
Hello Ms***,
In response to your last comment, please give us a call at *** option and Jeanne will be happy to address your service complaintPlease accept our apologies for the frustration caused by this situation
Cordially,
Nancy G***
WM Cares-Corporate Office

October 28,
Sam ***
** *** ***
*** ** ***
Re: Revdex.com Complaint# ***
Dear Sam ***,
Thank you for the opportunity to address your billing concerns regarding temporary roll off serviceI would like to
apologize for the miscommunication and inconvenience you have experienced with Waste Management; I understand how frustrating this must have been for you
Our records indicate your requested a temporary container to be delivered 4/29/You called later to change the delivery date to 5/4/On 5/18/you requested a switch out then requested a final removal 7/5/
On 9/19/we attempted to reach you by phone at the number you provided to advise you of $adjustment and we were unable to leave you a voice messageOn 10/27/16, an adjustment for $was submitted by our collections officeWe offered a total adjustment of $to settle your billing dispute and for the inconvenience caused to you; we received your payment of $2025.38, thank youAt this time, no further adjustments/credits are due to you
Again, please accept our sincere apologyShould you have additional questions or comments regarding this matter, please feel free to discuss it with me at [email protected] or by phone at 713-512-option
Very Respectfully,
Victoria ***
WM Cares-Corporate Office

May 26,
Re: Revdex.com Complaint# ***
WM Account#***
*** ***,
In response to your last comment, your refund mailed out on 5/21/for $check#***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-option
Cordially,
Nancy G***
WM cares-Corporate Office

February 26,
Re: Revdex.com Complaint #***
Waste Management Account #***
Hello ***,
I apologize that you experienced issues with your service and appreciate the opportunity to address your concernsAfter reviewing the missed service with our
operations, the routes were canceled as a safety precaution due to snowAll issues were communicated to the City of Federal WayRecovery is per a contract with the city for double volume on the next collection dayAt this time, no credit is dueAgain, 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,
Jeanne D
Customer Experience Agent- WM Cares

June 12,
*** ***
unknown address
*** ** ***
Re: Revdex.com Complaint# ***
*** ***,
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 and the address on the account, 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 [email protected] or by phone at 713-512-*** *
Cordially,
Nancy ***
WM cares-Corporate Office

June 12,
*** ***
*** *** ***
*** ** ***
Re: Revdex.com Complaint# ***
WM Account#***
*** ***,
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 *** or by phone at *** option *
Cordially,
Nancy G***
WM cares-Corporate Office

May 20,
Re: Revdex.com Complaint# ***
WM Account# ***
Hello ***,
Please accept our apologies for the frustration caused by this situation*** *** Lee is personally going out to home today to remove the containers
If you have questions or comments regarding this matter, please feel free to discuss it with me at *** or by phone at *** *** **
Cordially,
Nancy G***

[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 ***, and find that this resolution would be satisfactory to me I confirmed that the cans were removed this morningThank you!

January 24,
Re: Revdex.com Complaint #***
*** *** *** ***
Hello ***,
I have reviewed the overage snapshots in question, dated November 9, 2017, October 26, 2017, October 12, 2017, and September 28, 2017, each taken two weeks apartPer pulled call, you increased service after the last overage to once a week pickup to avoid future overage charges and agreed to pay for one of the charges, as the remaining three were creditedPlease see attachmentsAt this time, all charges are validAgain, 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,
Jeanne D
Customer Experience Agent- WM Cares

September 14,
Revdex.com Complaint# ***
Waste Management Account# ***
Hello ***,
Here is the explanation of our charges: the fuel surcharge is a Waste Management charge that allows us to recover the increase in the cost of diesel and other hydrocarbon based fuels and products that the company uses in its business using a baseline cost for diesel ($.95/gallon)The fuel environmental charge included on a customer's invoice is determined by first applying the percentage from the Waste Management Collection Fuel Surcharge Table or Waste Management Disposal Fuel Surcharge Table to the total invoice charges (excluding taxes)Then the environmental percentage is applied to the sum of the total invoice charges and fuel surcharge calculation (excluding tax)
For example, a bill totaling $for services before tax, with a $fuel charge, would see an additional $applied for the environmental charge (13.25% of $28)For easy reference, the Historical Table shows each Fuel/Environmental Charge issued by Waste Management for the previous weeks
This table also references the corresponding EIA/DOE value for each weekWe invite you to visit our website at https://www.wm.com/fec.jsp The Regulatory charge is also included (3.6%) of the remaining total after the fuel and environmental charge is added inThis charge allows Waste Management to cover a portion of our company wide costs associated but not limited to waste disposal taxes, community fees we pay to municipal or other governmental authorities/agencies to engage in waste collection, transfer, incineration, treatment
Effective 7/1/you received an Annual Price Increase, your base rate was $Your service was one 6-yard container serviced one-time per week at the base rate $(the fuel, environmental on this invoice is 23.25%)
Very Respectfully,
Nancy ***
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 ***, and find that this resolution would be satisfactory to me
We will, however, monitor to make sure our pickup service is resumed. As of 8/26/16, the driver said our account was still suspended. In talking with WM Cares on 8/29/16, we're assuming there was a delay in the communication to the driver and it should be resumed as starting with this week's pickup on 9/2/

October 10,
Revdex.com Complaint# ***
Re: Waste Management Account# ***
Hello ***
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
After researching our internal records, your account is at a zero balanceShould 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 ***
Waste Management Corporate - WM Cares

February 26,
*** ***
*** ** *** ** *** *
*** ** ***
Re: Revdex.com Complaint# ***
WM Account# ***
*** ***,
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 *** or by phone at *** *** **
Cordially,
Nancy G***
WM cares-Corporate Office

June 21,
*** ***
*** *** *** ***
*** ** ***
Revdex.com Complaint# ***
Waste Management Account# ***
*** ***
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 need additional time to resolve your complaintI appreciate your patience
Should you have questions or concerns regarding this matter, please feel free to discuss it with me at *** ** ** *** ** *** *** *
Very Respectfully,
Nancy G***
Waste Management Corporate - WM Cares

June 4,
*** ***
*** *** **
*** ** ***
Re: Revdex.com Complaint# ***
WM Account# ***
*** ***,
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
We apologize for our recent service failurePlease know that we are taking steps to communicate when service failures occur. You are a valued Waste Management customer and we work hard to provide you with consistent, superior waste and environmental servicesI requested for a Route Manager to call you regarding the service failuresPlease 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 *** or by phone at *** option
Cordially,
Nancy G***
WM cares-Corporate Office