Waste Management

June 23, 2017
 
Revdex.com File # [redacted]
Re: Waste Management Account# [redacted]
 
 
Dear Ms. [redacted]
 
Thank you for taking the call today from our representative, [redacted] to explain the reasons for a container removal charge. I...

understand it can be frustrating to cancel a service, only to be advised there will be additional charges. Waste Management charges a one-time removal charge of our containers to cover the cost of a different truck, driver, and the refurbishment of the container.
 
Because you are a valued customer and in hopes of earning your business in the future, I am going to waive the removal charge. You also discussed the charge for service for the month of May. After recalculating it was determined a $8.14 credit was needed to correct the billing. After these adjustments you are left with a balance due of $19.34. We hope this clears up any questions you may have with the final bill.
 
Should you have any questions or comments regarding this matter, please feel free to discuss it with me at [email protected] or by phone 713-512-6200 option 3.
 
 
Very Respectfully,
Victoria H[redacted]
Customer Experience Lead – WM Cares
[email protected]
Waste Management[redacted]
Tel (713) 512-6200 Option 3

October 14, 2016
 
[redacted]
 
Revdex.com Case #[redacted]
  Re: Waste Management Account# [redacted]
 
Dear [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 your concerns. I made several attempts to reach you by phone at [redacted] and left you several voice messages to discuss your account with you in detail.
The reactivation charge helps cover the administrative costs associated with setting up your account after service has been canceled due to delinquent payment. Because you are a valued customer I adjusted the most current reactivation charge. 
Please call me at 713-512-6200 and I will be happy to address a refund. If you have questions or comments regarding this matter, please feel free to discuss it with me at [email protected] or by phone.
 
Very Respectfully,
Victoria
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,
 To Whom it may Concern,Once again you are asking me to take action enabling you to provide a service or enabling you to do your job at my expense. You stated in your response to my email that somehow or somewhere the cans are marked "Do not block" this still does not prevent or hinder people from using public parking on the street in front of the cans. Also you are asking me to petition the city of [redacted] to enforce signs so you can provide your service to paying customers? Really, we should all take measures on our part to enable you at Waste Management to provide a service or do your job!I have another option, you need to tell your drivers to dump the cans blocked or not. If they are blocked, get up off their seat in the truck, move the cans where they can gain access and dump the cans. It is you at Waste Management who are offering the garbage collection service and are being paid for said service. If you and your drivers are not up to the task, then I suggest you hire new drivers who are up to the task and get the job done. Again, you at Waste Management being paid for this service and are sharing the public street and or parking to provide this service.Regards

November 5, 2015
 
[redacted] Provenzano
[redacted] [redacted]
[redacted]
 
Re: Revdex.com Complaint# 10936864
WM Account# 575-172207
 
[redacted] Provenzano,
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 service and appreciate the opportunity to address your concerns.
Jeanne confirmed she spoke to you; your service issue was resolve. 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 713-512-6200 option 3.
 
Cordially,
[redacted] Giblin
WM Cares-Corporate Office

July 7, 2016
 
Revdex.com Case# [redacted]
Waste Management Account# [redacted]
 
[redacted]
Due to the service issues, we issued a credit for June and July. In addition, we issued a reversal of $ 61.32 back to your credit card ending in [redacted] Please allow 3-5 business days for the reversal to appear on your credit card statement.
Should you have questions or comments regarding this matter, please feel free to discuss it with me at [redacted]
Respectfully,
Nancy G[redacted]
Customer Experience Agent - WM Cares

December 13, 2016
 
Revdex.com case#[redacted]
Re: Waste Management Account# [redacted]
 
Hello [redacted],
Upon reviewing your account, our billing department is processing a refund for $29.04. Please allow three weeks for the refund to be mailed to your address at [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 have determined that this proposed action would not resolve my complaint.The trash container was delivered but the recycle bins are still by the curb. I have moved them closer to the house so they don't have to sit by the curb.  Let me know when you expect to have these picked up and I will set them back by the curb. 
Regards,
[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 [redacted] and find that this resolution would be satisfactory to me.  
While I'm not happy with the answer or service provided, I see no reason to continue discussing this issue with this company.

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.  Th recycling was not picked up on Monday due to road work. I had called the local office and also the corporate center in TX at least 3 times this week prior to today. There is no reason why the recycling couldn't have been picked up on Tuesday or Wednesday. Tuesday the girl at the local office said the route manager was aware of the situation. She also said it was a staffing issue, which it wasn't and was clearly stated by the office manager today that he knew it was because of the road. It's pitiful that you guys lie to people who call in. If she doesn't know she shou8ldn;t just blurt anything out. Furthermore, the corporate office knew of this on Tuesday and still hadn't ensured that the work had been completed on a local level. I consistently have problems with WM. It's gotten really old and I will be sure to use a different company the first time I have an option. My kids and I are being forced to live in our own trash because WM has yet to empty my recycling bin halfway through the next period of which I normally fill it up., My kids don't deserve to have to live amongst our own trash when I do what I am supposed to take care of ourselves. Finish the Job
Regards,

August 8, 2016
 
Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
Hello Mr. [redacted]
I wanted to take this opportunity to most importantly, apologize for your recent service experience. We take these concerns very seriously and will immediately take action to correct them.
I alerted our operations team and they confirmed that your bulk items were removed. Should you have questions or concerns regarding this matter, please feel free to discuss it with me at [email protected] or by phone at 713-512-6200 option 3.
Very Respectfully,
Nancy [redacted]
Waste Management Corporate - 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.  
From: [redacted] Sent: Monday, June 01, 2015 1:59 PM To: drteam Subject: case # [redacted] I [redacted] would like for you to read the letter that was Certified in February that was sent to waste management stating that my account was to be closed in nov 2014, I have the certified receipt from the post office.  Cuz they billed me once again for jan and feb 2015.  I do not owe them any money and I have proof with their letter and their voice recordings back in oct 2014.  I was a loyal customer of theirs for over 12 years and this is really unfair to me.  Thank you for looking into this.  [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:
After speaking with Nancy, it was determined that one of my dumpsters was over weight, so an additional charge was incurred, and we agreed that I would still pay the $61.37.However, I want to make it clear that the entire circumstances of this reveal a serious deficit in WM's business practices, and they should make great efforts to overhaul and improve their customer service process and billing transparency.

April 26, 2017
 
Revdex.com Complaint[redacted]
Waste Management Account[redacted]
 
Hello Anamaria,
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, your account is canceled due to multiple safety reasons. Our Route Manager Mike performed a site check and determined it not safe to service your property any longer. Over the years our drivers have struggled with the low hanging wires, backing up, and turning around. 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
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.  
[The card that they wish to credit is not a credit card that I hold.  So I contacted Nancy G[redacted]'s number listed, was transferred 3 times and then told that there was nothing they could do as the card went through Now there is nobody that knows what to do, but I still do not have my money.  Please issue me a check to [redacted]]
  
Regards,
[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 will, however, state that the response is inaccurate.  I contacted Waste management originally on 12/26/14, then again 1/2/15, then again on 1/8/15 and again still on 1/12/15.  None of these contacts were ever returned or acknowledged.  I am willing to provide the emails and confirmation notices, if asked, to prove this.  Hopefully they can help the situation in [redacted].  Thank you

October 1, 2015
 
[redacted]
[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] or by phone at 713-512-6200 option 3.
 
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.  
I have attached the receipt of payment. 
[Provide details of why you are not satisfied with this resolution.]
Regards,[redacted]

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 9/15/2017 and assigned ID [redacted].
Sent: Monday, September 25, 2017 11:13 AMTo: drteamSubject: re::complanit #[redacted] I will accept their offer.  I just wanted them to acknowledge the fact that the problem is with the driver and route manager.  I feel it should have been responded to the first time I called them.  Thank you for your help.

Waste Management #[redacted]   [redacted]
Mr. [redacted],
The rate in the new service agreement which I attached in my previous Revdex.com response is $45.00 per month plus the fuel, environmental and regulatory cost recovery charge. Please let me know if you wish to proceed and I will have your account manager follow up with you and ensure the Container Service Charge does not reflect on your new service agreement.
The Container Service Charge is a monthly charge of $7.75 per container, by paying this Charge you are afforded one container exchange every 12 months. The annual cost for the exchange for one container is $93 versus the $150 standard Container Exchange Charge (a $57 annual savings for customers paying the new charge).
 
Per your request the Container Service Charge is now removed from your account and I issued an adjustment for March’s invoice ($7.75-). No adjustment will be made for previous payments made by [redacted]. I was not aware you wanted your container exchanged which I will be happy to do. I do need additional details about your can so I can get you the correct one out to you.
 
Again I apologize for your customer experience and service failure. I did attempt to call you at [redacted], is this best number to reach you. Please contact me, at [redacted] option 3 to discuss your account in detail (make necessary changes) or you may email me at [redacted] .
 
Respectfully,
Victoria
WM Cares
Waste Management

[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 10938078, and find that this resolution would be satisfactory to me.    -----------------------------
Thank you Waste Management for your prompt resolution to this issue. I appreciate your effort in resolving this matter!