Waste Management

November 9, 2015
 
[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 [email protected] or by phone 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.  
I filed a complaint a couple months ago about being billed while getting no trash service, Then I got a bill for way more then it should be and have called numerous times for a corrected bill. I finally got the correct bill by mail on Monday June 20th and on Tuesday June 21st they past my trash cans up and did not collect, When we called they are now telling unless we pay over the phone they wont pick up my trash, I'm sorry but we just got a corrected bill on Monday and Tuesday it was put in the mail, now they tell us they refuse to wait for our check but we had to wait 2 months for a corrected bill. Now its hot and the trash is stinking, drawing bugs and flies and they want me to cancel a check which will cost me 30 bucks to give them a 26 dollar payment by phone before they will collect my trash after I just got a correct bill Monday. I'm not going to cancel a check and they need to pick my trash up or I want my service cancelled, We have had nothing but issues, I also have pics of when they have took the trash how much they throw on the road and lave for us to clean up, they provide the worst garbage service Ive ever had to deal with. THEY NEED TO COLLECT MY TRASH WITHOUT EXTORTION, THEY SHOULD HAVE GOT THE BILL CORRECT AND NOT PLAYED GAMES WITH US FOR 2 MONTHS SO WE COULD HAVE PAID IT. Its their responsibility to send us a correct bill. We desire a billing adjustment for the non pick up of our trash, (or late pickup) We want our Trash picked up its a heath issue, it stinks and its hot enough its drawing bugs.
Regards,

December 16, 2014
 
[redacted]
[redacted]
 
Re: Revdex.com Complaint# [redacted]
Waste Management Account# [redacted]
 
[redacted],      
The Revdex.com informed us about the complaint you...

filed against Waste Management. I apologize that you experienced billing issues and appreciate the opportunity to address your concern.
Per your request your account is now cancelled effective 12-01-2014 and your containers are scheduled to be removed within 1-5 business days. The liquidated damages consist of your most current invoice of $101.66 + $150.00 removal charge which totals $251.66 as discussed with you over the phone.
 
In addition to our phone conversation I emailed you a copy of your March 2012 invoice. I do see that your rate was increased late this year. Our service agreement does allow for price increases due to many economic factors, including unexpected increases from vendors, WM has experienced increases in our operating costs. It is necessary to increase our price to cover increased operating costs, keep up with inflation and/or maintain a reasonable margin between expenses and our service charges.
 
If you have questions or comments regarding this matter, please feel free to discuss it with me at [email protected] or by phone at [redacted] option *.
 
Cordially,
Victoria Hook
WM cares-Corporate Office

[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:
Just to keep the record accurate, I want to add the following:  WM claims I did not give them notice of the missed pickup until 3/22.  This is false.  I notified them in the evening of 3/20 that they missed that day's pickup.  They did not respond or pick up the trash the next day, so I notified them again on 3/21.  They did not respond to me until 3/22.  Nevertheless, 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.

[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 [redacted], and find that this resolution would be satisfactory to me.

Ms. [redacted]
Upon review of your account an adjustment was entered by customer service in the amount of $44.25, I immediately contacted you to leave you the great news. Upon further review I noticed your account was in collections and I reviewed your account in further detail to get answers and found a note from billing denying the adjustment due to services were rendered to you. I immediately called you and apologized and made you aware I had made a mistake.  Again, please accept my deepest apologies for leaving you the first message in error.
After removing the finance charge your balance was $31.81 and after speaking with you, you mentioned you did not feel you should pay for service thru the time your can was collected and in good faith I issued an additional adjustment of $8.84 and took your payment of $22.97 at no charge ($8 payment fee) leaving your account balance at zero.
I am sorry to lose you as a customer and if I can be of further assistance please do not hesitate to contact me at [redacted]
 
Very Respectfully,
[redacted]
WM Cares-Corporate Office

[redacted] 4, 2014
 
[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 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]-[redacted] option *.
 
Cordially,
[redacted]
WM cares-Corporate Office

[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 also spoke with WM Cares and they helped fix the problem very nicely.Thank you very much!

October 21, 2016
 
Re: Revdex.com Complaint #[redacted]
Waste Management Account #[redacted] 
 
Hello Regina,
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.
After reviewing your account, we invoiced you a reactivation charge, one-week of service and the removal charge, bringing the balance of $134.64. In addition, on 4/20/2015 we waived a previous reactivation charge, because you are valued customer. I agreed to credit half of the second reactivation charge, bring your balance to $88.30.
Should you have additional questions or comments 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

Revdex.com:
in reference to complaint ID [redacted],I called and talked to the lady and we came to an agreement. thanks for your help  [redacted]

August 3, 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 [email protected] or by phone at 713-512-6200 option *.
 
Cordially,
Nancy [redacted]
WM cares-Corporate Office

March 16, 2015
 
[redacted]
 
Re: Revdex.com Complaint# [redacted]
WM Account# [redacted]
 
George Edison [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,
[redacted]
WM cares-Corporate Office

November 4, 2014
 
[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 service and appreciate the opportunity to address the problem.
It was a pleasure speaking with today; per our telephone conversation, you confirmed our driver serviced yesterday. 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]
 
Cordially,
[redacted]

January 13, 2016
[redacted]
[redacted]
Re: Revdex.com Complaint# [redacted]
WM Account#[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.
Jeanne confirmed she spoke to you today; 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

January 18, 2016
 
[redacted]
[redacted]
[redacted]  [redacted]
 
Re: Revdex.com Complaint #[redacted]
Waste Management Account # 94-185696 
 
Mr. [redacted],
I wanted to take this opportunity to most importantly, apologize for your recent service experience and appreciate the opportunity to address your concerns.
Jeanne confirmed she issued a credit for one-month due to nonservice, in addition will refund the prorated amount from the cancellation of $41.08 for a total refund of $71.97.  Once this prorated amount posts to your account, the refund will be processed.  
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

[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 problem.
After researching our internal records, our billing department issued an adjustment to zero out your 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,
[redacted]
WM Cares

August 11, 2017
 
Re: Revdex.com Complaint # [redacted]
           Waste Management Account #[redacted], [redacted]
 
Dear Mr. [redacted],
I apologize that you experienced issues with your billing and appreciate the...

opportunity address your concerns. At Waste Management, we are committed to providing exceptional and reliable customer service, and the experience you received does not reflect our standards. We have taken the appropriate action to identify the cause of the error and to prevent this experience from occurring in the future.
Upon review of your account, you called Waste Management on June 27, 2017, to cancel your account. The account was canceled Sunday, July 1, 2017, as this date falls at the end of the final service week. In reviewing your billing, invoice 592719 had incorrect charges in the amount of $245.15. This amount has been credited, leaving the past due to a balance of $157.75 for the service period of April 14, 2017, through June 30, 2017, including the mandatory cart removal charge. An updated invoice has been processed and will be sent to you.  We apologize for the errors and for your frustration in this matter.
If you have any questions or comments or if I may be of further assistance, you may reach me at 713-512-6200 option 3.
 
Kind Regards,
Victoria [redacted]
Customer Experience Lead – WM Cares
v[redacted]@wm.com
Waste Management2625 W. Grandview Road, Suite 160
Phoenix, AZ 85023
Tel (713) 512-6200 Option 3

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 emailed [redacted] daily and they have yet (3 weeks) to provide a rental car or allow me to take my truck to the body shop. They are attempting to require me to file this through my own insurance. The truck was parked at the time and I was not in the truck. They should take 100% liability and immediately book a rental car and have the truck in the body shop to restore the damage as per Oregon State law. As of today, they have not responded to my request to resolve this matter and instead have referred me to use my own insurance even though they are accepting full liability. This is not an acceptable resolution.
Regards,
[redacted]

February 16, 2016
 
[redacted]
[redacted]
[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]
Respectfully,
Nancy G[redacted]
Waste Management Corporate

August 1, 2016
 
Re: Revdex.com Complaint#[redacted]
Waste Management Account #[redacted] 
 
Hello Mr. [redacted],
I wanted to take this opportunity to apologize for any frustrations regarding invoices for trash service at [redacted].  I have reviewed the Malabar Code of Ordinances and have found that service is mandatory in this area.
Per the Malabar Code of Ordinances, Section 11-10, Solid Waste Mandatory Collection. “All owners and/or tenants, agents, lessors, lessees, operators, of residential units, multi-dwelling units and commercial units, occupied or unoccupied, operating and no operating, shall be required to receive solid waste collection services as described in this chapter and shall be required to subscribe to and pay for the solid waste collection services provided for in this chapter.”
Should 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 *.
Very Respectfully,
Nancy [redacted]
Customer Experience Agent- WM Cares