Waste Management

March 22, 2017
 
 
Re: Revdex.com Complaint # [redacted]
Waste Management Account [redacted]
 
Hello Gordon,
In response to your last comment, I issued a two-month credited to your account for the recycle failure. 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 [redacted]
Customer Experience Agent- WM Cares

June 27, 2017
 
Revdex.com File # [redacted]
Re: Waste Management Account #[redacted]
 
Hello Mr. [redacted],
I apologize that you experienced issues with your refund request, 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, you contacted us on March 30, 2017, and requested to cancel your service. Our agent processed your request and scheduled the removal. Per your request to refund you the difference. It states on your September, December, and March invoices. You are paying for a subscription service; by paying your invoice, you agree to continue service during the specified time. If you request to cancel your service early, you forfeit your prepayment. If you would like we can resume your services for the remaining period. Again, 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 713-512-6200 option 3.
Very Respectfully,
Nancy G[redacted]
WM Cares Corporate

January 21, 2016
 
Re: Revdex.com Complaint# [redacted]
WM Account#[redacted]
 
Hello Mr. [redacted],
I wanted to take this opportunity to most importantly, apologize for the billing issues you are experiencing.  We take these concerns very seriously and will immediately take action to correct them.
Oscar confirmed he spoke to you today and your billing issue was resolved. 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 *.
 
Cordially,
Nancy [redacted]
WM Cares-Corporate Office

May 11, 2015
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]   [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 request to cancel service and appreciate the opportunity to address the problem.
[redacted] confirmed she spoke to [redacted] on 1/13/2015; offered $85.00 a month; exempt all other charges (fuel/environ/regulatory cost). [redacted] agreed and on 1/15/2015 [redacted] sent [redacted] the paperwork. However, **. [redacted] did not sign or return the paper work so her account could not be adjusted.
Upon review of [redacted] account, there are no reported service failures; on 10/24/2014 [redacted] calls to report the illegal dumping in her area; exchanges the container for one that locks. The container continues to be overloaded, therefore the extra charges apply, [redacted] calls again regarding the extra charges; speaks to [redacted], [redacted] mentioned that someone snapped the lock and illegally dumped into the container; [redacted] credits the charge.
Regarding the cancellation request, [redacted] signed a Service Agreement (“Agreement”) with Waste Management which took effect on August 16, 2013 for thirty six (36) months. Please see attached service agreement.
[redacted] can still elect to cancel the Agreement; per Section 7 of the Agreement, will contractually owe liquidated damages for early termination. Please see attachment.
If [redacted] would like to continue with the cancellation, please contact Account Manager [redacted] at [redacted]  *
 
Cordially,
[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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
 Dear Waste Management,   How is the fee for early cancellation fee?   If 36 months contract automatically renews on same term as initial term, this is a new contract, then Waste Management should remove container on 05/08/2017 and bring new container on 05/09/2017 as we starting new contract which didn't happen. Then we have 10 days to return your container. We don't understand why is new contract is not same as is initial contract. Also when we signed initial contract on 05/06/2014 effective date 05/09/2014 we didn't receive container on 05/09/2014 and received container 11 days later on 05/20/2014 and didn't receive service 10 days and get charged for unreceived service, this is violation of your contract and we are not happy with your service and reason to cancel your service without any penalty. We don't understand why Waste Management does not follow the contract and make us to follow.   Please explain why you are not letting us to go, business happens when both parties happy and agree with service, you didn't do your service well in the past and we are not happy with your service and would like to cancel it.   Please cancel our service with us without any penalties,   Thank you,   Victoria

February 23, 2015
 
[redacted] W [redacted]
PO Box [redacted]
 
Waste Management #[redacted]   [redacted]
 
This letter is in response to Revdex.com Case# [redacted].
 
[redacted] W [redacted] signed a Service Agreement (“Agreement”) with Waste Management of Michigan, Inc. (“Waste Management”) which took effect on July 13, 2010. Pursuant to Section 2 of the Agreement, the initial term of the agreement is for thirty-six (36) months and the Agreement automatically renews for an additional thirty-six (36) month renewal term if Mr. [redacted] does not give Waste Management notice of termination ninety (90) days before the expiration of the initial term. Mr. [redacted] failed to give Waste Management notice of termination within Section 2’s allotted time period. Therefore, the Agreement automatically renewed for an additional three year term on July 13, 2013.
 
Although the Agreement automatically renewed for an additional three year term, Mr. [redacted] can still elect to cancel the Agreement; however, per Section 7 of the Agreement, Mr. [redacted] will contractually owe liquidated damages (most recent monthly charges multiplied by three months).
Mr. [redacted] is a valued customer and we did reach out to him to negotiate a lower rate which I attached a copy, also attached please find a copy of the Liquidated Damages letter and a copy of the service agreement.
If you have any questions, please contact me at [redacted]. 
 
Cordially,
Victoria

September 28, 2016
 
 
Richard [redacted] 3 beaver Ridge RoadConway, AR 72032
Revdex.com File# [redacted]
 
    RE: Waste Management [redacted] RICHARD
 
 
Dear Mr. [redacted]
This is in response to the above-mentioned Revdex.com...

complaint.  I apologize for your service experience and appreciate the opportunity to address your concerns regarding your request for a refund.
 
In review of your account, I can confirm we did not have containers to deliver to you at the time you set up service. I am requesting a refund for your remaining balance of $55.10- to include the adjustment for one month of service. Once the adjustment posts to your account, I will issue a reversal back to your method of payment (Visa).Once again, please accept apologies for the frustration this caused you. 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.
 
 
 
Victoria [redacted]
Customer Experience Lead – WM Cares

March 28, 2017
 
 
Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
Hello [redacted]
I apologize that you experienced issues with billing and appreciate the opportunity to address your concerns.
After researching our internal records, a credit...

applied to your account; your balance is zero. In addition, we notified the collection agency to stop collection calls. 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 G[redacted]
Customer Experience Agent- WM Cares

July 8, 2015
 
[redacted]
[redacted]
[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 3.
 
Cordially,
Nancy G[redacted]
WM cares-Corporate Office

November 30, 2015
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
Hello Mr. O Poire,
In response to your last comment, I reviewed the following calls. On September 16, 2015 you called to cancel your service. Nowhere on the call does the agent mention what you would need to pay. On September 21, 2015 you called again and stated the container was not removed and if you get fined from the HOA you will send us the bill and again nowhere on the call is there talk about what to pay. Again on October 22, 2015 the agent explains the following charges, we invoiced $132.03; it covered the $35.00 setup and the proration from August 24, 2015 to November 30, 2015 plus taxes. However, you canceled your account on September 16, 2015; a proration credit applied to your account for $75.36 leaving you a balance of $56.67.
We did not receive any payments; a $10.00 late charge applied to your account leaving a balance of $66.67. If the HOA fined you for having the container out, please send us proof and we will issue a credit to your account. At this time no credits are due on the account and all charges are valid. 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,
Nancy G[redacted]
WM cares-Corporate Office

January 27, 2015
 
[redacted]
[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 refund and appreciate the opportunity to address the problem.
It was a pleasure speaking with you today; per our telephone conversation, I submitted a reversal for $75.07 back to your Visa card ending in (3993). Please allow 3-5 business days for the reversal to appear in your credit card 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 [redacted] or by phone at [redacted] option 3.
 
Cordially,
Nancy [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.  
So you don't think the half dozen phone calls to your company for anywhere between 30 to 60 mins were excessive? Not to mention the dispatcher had canceled the request for a mistake he/she made. My wasted time is only worth $12?What I am asking for is not unreasonable.
Regards,

June 25, 2015
 
J[redacted] K F[redacted]
[redacted] Drive
[redacted], CO [redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]-[redacted]
 
J[redacted] K F[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 71*-512-6200 option *.
 
Cordially,
Nancy G[redacted]
WM cares-Corporate Office

March 10, 2017
 
Revdex.com case#[redacted]
Re: Waste Management Account# [redacted]
 
Hello Margaret,
 
I apologize that you experienced issues with the billing and appreciate the opportunity to correct the situation. At Waste Management, we are committed to providing...

exceptional and reliable customer service, and we have taken the appropriate action to identify the cause and to prevent this experience from occurring in the future.
 
On January 09, 2017, we confirmed the cancellation of the account and advised your balance would be approximately $439.00. On February 01, 2017, you called to dispute the invoice you received.  Thank you for bringing this to our attention. We have applied a credit to the account, leaving a $25.00 balance.
 
If 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
Customer Experience Agent- WM Cares

April 13, 2017
 
Revdex.com Complaint[redacted]
Waste Management Account# [redacted]
 
 
Hello Sally,
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 reviewing our internal records, you contacted us multiple times to report that the driver removed your disposed microwave from your container, leaving it on the lawn.  Our agent advised that if the microwave is smaller than thirty inches, it may be placed in the container.
We alerted our operations team, and the driver recovered the Microwave. Our agent Jeanne, confirmed she spoke to you today and you stated yes it was removed. 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 Giblin
Customer Experience Agent- WM Cares

April 26, 2017
 
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 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 was suspended for non-payment. We invoiced you on January 17, 2017, and April 19, 2017, and did not receive your payment until April 24, 2017. Your account is scheduled to reactivate on May 1, 2017.
Our agent [redacted] confirmed she spoke to you on April 25, 2017, and explained why we did not service. In addition, we alerted our operations team and they confirmed we recovered your trash on April 25, 2017. 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.  
I will be happy to accept the response when the balance is zero. However, as I am being asked to respond now--while the issue remains unresolved--and have previously received inconsistent and unreliable assertions from the company, I am rejecting the response.  Once Waste Management takes action to zero my account, I will at that time accept the response.  Until such time, I plan to continue rejecting any update messages without accompanying action.My suggestion to Waste Management would be to hold off responding until they first zero the balance.  That would avoid all the back & forth.Thank you,
[redacted]

November 20, 2014
 
[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

July 13, 2015
 
[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 refund and appreciate the opportunity to address your concerns.
After researching our internal records, a reversal for $729.92 was issued back to your ACH checking. Please allow 7-10 business days for the reversal to appear in your checking 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 [redacted] or by phone at [redacted] option **
 
Cordially,
Nancy G[redacted]
WM Cares-Corporate Office

August 7, 2015
 
[redacted]
[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 3.
 
Cordially,
Nancy G[redacted]
WM cares-Corporate Office