Waste Management Customer Service Issues

We have signed up for the Senior One Bag Option, but instead of receiving the bags and a 35-gallon recycle cart, we were given a large trash cart and a large recycle cart. Despite contacting WM previously, we have not received any feedback. Since collection is scheduled for next Tuesday and we are still missing the correct items, we are unsure when to expect them. We will place the unwanted trash and recycle carts at the end of our driveway for pickup. - Samuel G. [redacted] Adams Drive, N. Huntingdon, PA [redacted]

I need a one-time pickup for two old refrigerators, one large and one compact, at [redacted] Camino Rojo, Thousand Oaks, CA [redacted]. Our recycling trash can was either stolen or removed two weeks ago. Waste Management said it will take a few weeks to replace it. We received a notice dated December 6, [redacted], stating we may qualify for two recycling carts, which would be helpful due to the amount of recycling we generate from packages. Lastly, we need to update the account name from Harvey Goldberg to Karyn Goldberg, as Harvey has passed away. Thank you for your help. -Karyn Goldberg

I had an issue with Waste Management where they mistakenly took my garbage bin. After three weeks of waiting, I finally received a replacement, but I was only credited $7.80 for the weeks without service, which seems inadequate. When I tried to contact the local customer service number, the call quality was poor, and I had difficulty communicating with "John" on the other end. Despite my attempts to explain, there were issues with the call, and he eventually hung up on me. Subsequent calls were met with no response and then another hang-up. It's frustrating as I've encountered problems with this representative before. I am requesting an adjustment to my bill given the three weeks of missed garbage service. Additionally, I believe Waste Management should improve their communication systems and train their staff better for better customer service. Thank you.

My father passed away on January 31, [redacted], and my mother has dementia. Their garbage service has been discontinued, possibly due to non-payment. Unfortunately, I do not have their account number. My attempts to reach Waste Management via phone have been unfruitful in determining the outstanding balance and reactivating the service. I was informed that because the account was in my father's name, only he can address the overdue amount. How can we go about resolving this situation? Thank you, Nanci A., their daughter.

I am experiencing ongoing issues with missed trash pick-ups at my residence in Clinton, MS. Over the last four months, my trash has been left at the curb on six occasions despite regularly placing it out for collection once a week. Initially, I assumed it was an oversight, but after contacting the city without resolution, I began calling Route Supervisor Joseph at [redacted]. Following his visit after the fifth incident on December 15, the situation briefly improved. However, this morning, I once again found my trash left behind with the lid still on, while my neighbors' cans were emptied properly. As a paying customer, I expect reliable trash collection services. While I have addressed this matter cordially thus far, my patience is running low, and I seek a permanent solution.

In February, I was charged $55 for service reinstatement. I had been ill with COVID for 3 weeks in late January and early February, which caused me to miss the notification that my debit card payment had not gone through. I typically use my debit card for automatic bill pay, but due to security measures, the card is often changed frequently, leading to missed payments. Upon realizing the issue, I promptly settled all outstanding amounts. To prevent future problems, I have switched my payment method to my Capital One credit card, which is more stable. Given the circumstances, I kindly request the removal of the $55 charge from my account.

Subject: Appreciation for Excellent Service Dear [Company Name], I wanted to take a moment to share an experience that truly impressed me. Today, your service driver went above and beyond in providing excellent service. Despite the windy weather causing some plastic bags to escape the truck, the driver took the initiative to retrieve each one and ensure the area was clean. This level of dedication and attention to detail is commendable. Kindly pass along my sincere appreciation to the driver for a job well done. It's encounters like this that restore faith in exceptional service. Thank you for maintaining such high standards. Best regards, David A. [redacted] N. Malaga Dr. W LaPorte, Indiana [redacted] [redacted]

On Friday, the garbage collectors missed picking up my red trash can from Brent Sanitation. Despite assurances from Michelle for a quick resolution and a credit, the can remains unemptied. Monday's follow-up call resulted in Mickey being unhelpful, offering only a choice between a credit or pick-up. After escalating to Lisa, a promised pick-up never occurred. Tuesday morning, Carlos left me waiting for 45 minutes before disconnecting. Now, I am still waiting for a promised call back from a team lead. My requests are simple: immediate trash pick-up to restore my three-can service, a switch from red to green trash cans free of charge, and a month's credit for the time and inconvenience endured. Thank you, Laura

Waste management has failed to collect my trash for two consecutive pickups. Despite speaking with several representatives over the phone and through online chats, my trash remains uncollected as promised. It has been a frustrating experience trying to resolve this issue with WM. Keeping my neighborhood clean is important to me, but it seems WM is not prioritizing this. I expect them to fulfill the service I am paying for. The accumulating trash is becoming a concern, and I worry about the space running out if this persists. I am requesting a refund from WM for their lack of timely service.

While I was in my car observing the trash being collected, I witnessed a small bag of garbage fall to the ground as the worker was moving the container to the truck. After dumping the container and placing it back at the curb on top of the bag, the worker proceeded to the next house without addressing the dropped trash. I called out twice for him to pick it up, but he ignored me both times, displaying a lack of respect and leaving the trash for someone else to clean up. This behavior is not only poor service but also extremely disrespectful. It is crucial for a trash hauling company to instill the values of cleanliness and respect in their employees. I expect a call back and an apology for this unacceptable conduct. Such a simple task of picking up the bag could have been done in no more than 5 seconds. This incident reflects poorly on your company's standards if employees do not prioritize cleanliness and respect for others' property. I am greatly disappointed by this disregard for my property and community, especially when it was the employee who initially caused the littering by dropping the trash.

I placed an order for the 96-gallon bins on July 24, [redacted], with an estimated delivery date of August 8, [redacted]. The payment has been deducted from my account, but it's now 10 days past the ETA provided by the company. Despite my attempts to contact them, I was told that I should reach out to the online department as they are separate. When calling the numbers provided, the call ends after going through a list. The website is consistently down whenever I try to access it. I am concerned as my trash has been piling up for almost a month, and my area requires mandatory trash collection. I need assistance as I have not received the bins I purchased and the customer ID number provided does not appear to be valid. Thank you.

I placed a new service order online on 7/24/[redacted]. I received an email with my purchase details stating an estimated arrival of 8/8/[redacted]. However, the date has passed, and I have not received the bins. Despite multiple attempts to contact customer service via phone and the website, I have not been successful. The phone system disconnects after the automated questions, and the website is not functioning correctly. Even when I enter my customer ID, it says it's not on file. I've noticed that the payment was deducted from my account, and I've learned that there is mandatory garbage pickup in my area. I've been trying for almost a month without progress. I'm unsure what to do if my customer ID is not recognized. Your assistance would be greatly appreciated.

I would like my email address to be removed from your company's survey list. I have been a loyal Waste Management customer for quite some time, and they have consistently provided excellent services in all areas. I frequently participate in surveys, but I find yours to be excessively time-consuming. Despite starting them, I often do not complete them due to the prolonged nature of the questions. I have contacted my local office on a few occasions to address this issue, yet the length of your survey has not been reduced. Thank you. Kind regards, B.K. Jones (Email: [redacted]). Moving forward, I will reach out to you directly for any feedback, positive or negative, that I may have.

I have not had my garbage collected for the past two weeks, which has been an ongoing issue for several months. Sometimes it can last up to 3 or 4 weeks, possibly because it is supposed to be collected at the back door. I have made numerous calls regarding this, and at times, I have refrained from calling because no action is taken. Despite assurances of collection the next business day, it rarely happens. My driveway's incline may be a challenge, but I am paying for this service and tired of the lack of resolution. The garbage should be recognized for pick-up at the back door instead of on the street if the can is not visible. I feel the employees on this route may be negligent. The consistent issue is frustrating, with a lack of genuine concern. I hope the supervisors are aware of these complaints. I have been a customer for around six years and only recently faced these problems. Thank you. - Yvonne L. [redacted] M [redacted] [redacted]

I am looking for information about residential services at my home and would like to speak with a representative. On your website, it says I can have a 96-gallon trash container for about $25 a month. However, I tried to switch it to a 64-gallon container, but it keeps reverting back. It's just my husband and me, so we don't fill up the larger size. I'm interested in whether there's a discount for paying annually upfront and if there are any senior discounts available. I live on Sweets Corners Rd in Fairport [redacted].

I have been experiencing consistent delays with both trash and recycling pick-up services. Communication regarding these delays is inconsistent. Despite having our trash collected on our usual day, last week, the recycling was left untouched. Subsequent attempts to have it picked up failed without any notification. This has been a recurring issue, and despite paying a premium to WM, the service is not dependable. We have decided to terminate our service due to the repeated failure to fulfill the service agreement. Therefore, we will not be making any final payments for the bin pick-up/return. [name redacted] Address: [redacted] Wilshire Drive NE, Rochester, MN [redacted]

I need to request that the driver returns as soon as possible to Summit Citgo at [redacted] W. Archer Ave. Summit, IL [redacted] to empty our dumpster. A vehicle was parked in a way that obstructed the driver's access to the dumpster, causing him to leave. After being informed of the situation by an employee, I instructed them to explain to the driver that the vehicle belonged to a Citgo employee who accidentally took the key, and that she needed the vehicle for her shift starting at 08:00 this morning. Despite contacting the driver, we did not receive a definite response regarding their return. As a 24-hour service station with high traffic, we rely on regular dumpster pickups due to the constant disposal of trash. I apologize for the inconvenience and kindly ask the driver to revisit to empty the dumpster today, even if it's the last stop on their route. Thank you for your understanding and anticipated cooperation. For further communication, please contact me directly at [redacted]. My name is Carlos Morges from Summit Citgo.

A week ago, my trash bin went missing. I contacted waste management, and they apologized and said they would send a new one. However, it's been two weeks, and the trash bin has not arrived. I called again to complain, provided my order number, but still no resolution. It's now the third week without a trash bin. I had to buy a new one from a farming store to comply with the city guidelines and dispose of my trash. This situation feels inhumane.

Hello, I am currently an A-Level student conducting initial research to choose a context for my design project. This decision will allow me to create a product that is as inclusive as possible. I have recognized waste management and disposal as a crucial challenge in today's society. I would appreciate a few minutes of your time to gather primary research to guide my decision-making. I have a few questions: 1) What initiatives does your organization undertake to assist individuals with waste management and disposal issues? 2) Could you suggest any product ideas or themes related to this topic to maximize impact? 3) Who should I reach out to for further information or are there any stakeholders you recommend contacting for my study? 4) Are there any additional research areas within waste management and disposal that I should consider exploring?

I am a property owner in the Thousand Oaks area on the border of Alameda County and Contra Costa County. Our apartments often face issues with damaged garbage cans, some missing sidebars, and even completely broken cans left unattended in our backyards. I have been waiting for these to be replaced and removed but haven't seen any progress. It seems there might be confusion due to the county sign in front of our building. I am seeking assistance in getting new garbage cans and ensuring the old ones are properly disposed of. Thank you, Gabriella K., [redacted] Curtis Street, Albany, CA [redacted].