Waste Management Reviews

I had been warned by former employees that Waste Management is notoriously cruel to customers. Boy, I wish I'd listened.

I worked for a company that dissolved 13 months ago. Because it was on Auto-Pay to my personal debit card, I'd been paying the $110 a month for the last year. I informed them today that the old company had been dissolved...and that's when the gaslighting began.

"Inbound Account Manager" Ambreanna Douglass proceeded to gaslight me to an extreme. "I'm not sure what you're asking of us." "I'm asking you to close the account." "Well, if you've been willing to pay it for the last 13 months, why not just continue to do so?" "I'm not responsible for an old company's debts." "Well, what about the other person on the account? (name withheld) could take it over?" "He left the company and works at Home Depot...wait...WHY ARE YOU TRYING TO GET US TO PAY A COMPANY DEBT?" "Well, what activity is going on at that address?" "HOW SHOULD I KNOW! I WORK FOR A NEW COMPANY!" "Well, I'm just trying to get an understanding of the situation, you don't need to raise your voice to me." And she keeps going and going and going for more than an hour.

She was as cool as a cucumber. And that should scare you, because that's a sign of sociopathy. Gaslighting, lies and opaque non-answers spewed forth from her mouth like locusts from a demon...but she remained as calm as can be. Her goal still baffles me. What she wanted was for me, a former manager, to permanently take on the monthly garbage collection fee of a company that has been dissolved for 13 months. And if I couldn't, she wanted the private information for other employees to see if they would pay for the collection.

Her behavior was so unlawful, so brazen, so manipulative and deceitful I completely lost my temper. I lectured her about the social contract, that we are a nation of laws and that she and her company are bound by those laws whether she wanted to comply by them or not. She'd talk over me, Trump-style. But, creepy-cool, only tiny moments of veiled sarcasm or snark crept through.

"If you have children or a spouse, I weep for them. All this over $110 a month garbage fee? All this for a trash bin that is more than likely sitting empty? What's wrong with your soul?"

Do NOT hire this company. I will never use Waste Management again.

AMENDMENT: It gets worse! I sent proof that the company was dissolved 13 months ago. Instead of closing the account, Ambreanna Douglass chose to double down on her gaslighting behavior. She sent me a cryptic voice mail and an email that simply said

"Hello Jason,

Please let me know when you're available so I can update you on my findings."

What she didn't do is close the account. What she didn't do is obey the law. What she didn't do is apologize.

What an AWFUL human being and what a LOUSY company for fostering an environment in which naked, sociopathic behavior is allowed to thrive.

FINAL AMENDMENT:

Because of this complaint, someone at Waste Management solved the problem, closed the account and called me on the phone. That's wonderful. And, I'm glad they did.

But, a customer shouldn't have to publicly complain to get a company to do the right thing.

Waste Management has the worst customer service of any company that my wife and I have encountered. This is not an exaggeration. In Washoe County, NV they essentially have a monopoly on residential waste services, which is the ONLY reason we have not canceled their services.
After a literal year of emails, calls, voicemails, written letters, and mail, they have yet to offer us a refund we are owed; in addition, they have canceled service due to conflicting reports from various representatives about bill payment timing, etc.; regularly have skipped picking up our recycling, forcing our recycling to go into the trash instead.
This company should be shut down or have their entire workforce replaced.

I had waste management service for many years but decided to change to a different service as they do not do recycling in my area. I cancelled part way through a billing cycle and was informed that I would not receive back the unused portion of the money that I had perpaid. In my opinion that is little short of theft! They have also failed for several weeks to pick up their trash container. I do not recommend this company.

Waste Management is very unfair to customers.Their customer service reps on the phone are very nice but ineffective at solving problems.
I canceled my services due to not picking up.
Now they want to charge me $75.00 to pick up the trash can. They could have picked up the trash can when they picked up the trash after 2 weeks of trash accumulation. I've asked to speak to a manager three time to discuss this and each time I never get connected. I would love it if manager would contact me.

Web site did not work properly. I was unable to get service so I called. Placing online had monthly payments while calling only had quarterly or annual payments. When I called since the online enrollment was not working the u friendly lady would not accommodate me on monthly billing. She just said that can only be done online (which was not working). When I objected she put me on hold and disconnected me. HORRIBLE CUSTOMER SERVICE!!!

Waste Management has very little in the way of customer service. So far I have experienced the following:

1) Missed collections
2) Missed collections after being informed that a collection was to occur
3) No notification of collections
4) Incorrectly mapped customer account to my login profile
5) Sent someone else's bills when just asking for a collection calendar
6) Wait times that will take you into the following month.

Unfortunately in NZ there is very little in the way of competition when it comes to collection services and I guess thats reflected in their level of service afterall where are you going to go?

Appalling . Paid for a year up front . 4 weeks in a row they didn’t collect it and I had to chase them up several times. Emailed to cancel and request a refund which was ignored. Rang today and the customer services operator talked over me ignoring my request for a refund. I had to insist to be heard. Tried deducting a fee even though I hadn’t had a service. Will be interesting to see if I see any money back. Terrible and rude.

I canceled my account and it took three weeks with my container in front of my house before they picked it up and then charged me $100 to pick it up without ever telling me there was a charge. Numerous calls to them, supposed to call back, never does.

Paid Bill on a Thursday and expected it to be picked up in monday....it was not....called customer service and was told my payment was received but it did not put me back on the route because my account was cancelled and they cant puck it up until next monday....THEN WHY DO YOU HAVE THE OPTION TO PAY ONLINE IF YOU DONT EVEN KNOW A PAYMENT HAS BEEN MADE....asked about a one time pick up....60 DOLLARS WHEN THEY HAD JUST WENT PASSED MY HOUSE!!!! Everyone told us not to use them because of the prices and crap service....guess i should of listened....will be looking into different service....60 DOLLARS TO LITERALLY BACK THE TRUCK UP!!!!!

Do not sign their contract! It's a 3-year contract that automatically renews if you do not follow the specific termination requirements of sending a certified letter within a certain time frame. Also, they charge $150 to pick up the dumpster with over $55 of "taxes" even with it being empty when you close the account! The monthly charges increased every month for almost a year when gas prices went down! CROOKS! And trying to get a person on the phone when calling takes forever before you are transferred over and over again. We originally closed our account as good customers (even though we were disappointed with everything going on) but now I'm going to give them the same courtesy they gave us and let everyone know to hire Circle Sanitation instead. I know personally that Waste Management has lost city contracts over this type of behavior. Their business losses will only continue and multiply.

WATCH your statements! Waste Management takes advantage of you if your not watching. They continually increased our pricing over the course of a 3 year contract to $340/month. When I called they were magically able to reduce it to $90/month. But there was a catch - you are locked into an entire 12 month contract and unable to cancel services unless you want them to fine you. WM is a joke and if you don't watch them they will cheat you out of as much money as they can. If you look for a different company I guarantee you will cut their pricing in half. They don't own the market so don't let them cheat you!

Terrible company and very dishonest. We have a total of 4 dumpsters in our community that they are supposed to service Monday through Saturday, they sold us on an adding an extra dumpster to prevent overflow however they repeatedly refuse to empty it regularly, yet bill us as if they do. We have provided customer service photos and nothing changes. Be mindful when selecting them as your vendor.

Never picked up our recycled today and are always leaving a mess when they do pick it up and they don't actually put the recycle in the recycle sometimes

So apparently ownership has changed and what is happening is dreadful. I get a call 2 to 3 years since I cancelled my service and moved house saying I owe money. When I put this on my Facebook I find out they have done this to loads of people and we are looking to take this to fair go. I paid in advance and cancelled when time was up, hear nothing for years then I get called up by a debt collection agency saying they want their money. My friend paid up and then she got a second invoice asking for the money again on a different invoice. Smells like scamming people. Shocking, disgusting. I’ve never had an issue with an unpaid bill in all my adult life, I cancelled the service as per their requirements, hear nothing for years and straight to a debt collection agency. Not good enough.

waste management does not follow there bills written statements say. when you make your payment and its two weeks late on the day the payment clears they issue a resume service bill. they Never notify you that there a problem or stop service warning. At the time of payment they charge another quarter billing cycle ontop of what you paid, there bill states 2.5% will be charged plus a $ 5.00 late fee. that is a whole lot less then what they bill. you try talking to them and they start saying things that are not in writing. Beware of this company

We had a business account for recycling. It was a 3 year contract. I called to cancel the service today and was told that if I cancel there would be a penalty because the contract automatically renewed every year after the 3 years. Our penalty will be the average of 6 months of bills x 6 months plus $25.00 per recyling tube to pick up. This is a rip off! The only way to avoid the penalty is keep there service until April of next year and we have to sent a certified letter 90-180 days before the April renewal date stating we want to cancel.

Waste Manage decided two weeks ago to limit trash pickup to the one can only. However they will pick up two cans but only after you pay for the additional can. Most other companies are trying to assist people in this time of need but Waste Management decided it was time to maximize profits.

Waste Management is the worst company we have ever worked with. They get you to sign a long contract for a certain amount but every month there is excessive fees. Fees which they set and do not tell you up front. We are still getting charged a fuel surcharge when fuel is at an all time low. They have fees for recycling "contamination". Fees for overfilled dumpsters. Every month costs are $100 to $400 over the contracted price. We tried cancelling and they said we had to pay $3500 to cancel contract. This is called extortion in the real world. I am sure others are getting the same treatment. I am surprised no one has started a class action suit against them, since they are charging people millions of dollars in fees. They are corporate thugs.

We’ve used WM for years. Lately their service is nonexistent. This is the second week they have not picked up my trash. I called them twice yesterday and got nowhere. I was also told they were still coming yesterday and if they didn’t customer service is opened 8-12 today Saturday. I called and got a message saying they were closed until Monday. I will call the Monday and cancel my service with them. The other companies cost wise are comparable. Done with them!

I asked them not to use our street as a short cut!
Very selfish all the drivers don't care about there customers. They used Farmington for years and now because the County has no plan to get all the people over the hill they have decided to drive them thru our neighborhood, saves them 2 minutes they should only be able to use Farmington and Murray there built for trucks. Bad customer Service well come back on them.

My mother passed away in July last year. I had the wheelie bin collected Sept/Nov last year and I had paid up until April this year. I cannot reach them by phone or email for my refund. I would just like a human being to contact me regarding this. I will never use them again. They have become a company that we don't want in NZ

I would give them zero stars if I could. I don't like to write negative reviews unless I have a VERY bad experience, which is the case right now. First of all, I put my account on auto pay right away because I know that I would forget to pay. Somehow their system didn't pick that up so we didn't get charged. I was unaware of this until our trash wasn't getting picked up and we reached out to see why. They didn't even try to attempt to reach out to us about it, they just flat out stopped service. They wouldn't waive their late fee AND they tried to charge a re-reinstatement fee. After I emailed them, they said they would waive that fee (which was $72 by the way). They said they would leave it as a credit on the account, which is not what I asked for. On top of that, they told me they would pick up the trash on Friday, or Monday at the latest. It is now end of day on Tuesday and they still haven't picked it up. We have to leave the trashcan outside because it smells SO bad. I emailed to say that and all I got was a "sorry for the inconvenience" and a we'll leave the credit on the account but you can reach out to _______ to cancel your service. They didn't answer my question nor did they try to rectify the situation. I will be making sure I get my money back and if they don't refund it i'll be going through my credit card company. Please do yourselves a favor and go elsewhere - it's not worth the headache!!!!!

UPDATE FROM 9/10/2020: They have not gotten any better!!! I have not gotten any credits for all the missed visits (today was another day they missed by the way), the bills are always 30+ more than they are supposed to be, and their customer service is god awful. They are not the least bit helpful. I've been trying to cancel for over a week now.

The driver damaged our property and we have the damage on camera. Waste Managment then refused to pick up the trash for weeks until we repaired the damage the driver caused. This created an extremely unsafe sitiation with sanitation on the property. The driver then arbitrarily without our permission moved the trash container to a location that is not approved and then refused to service it. We were drastically overcharged and received fines due to their negligence. Stay away and DO NOT use this company. No wonder they have so many terrible reviews. Holly Botyos completely mishandled the situatin and consistently lied about what transpired. I have never dealt witrh a more uneducated and combative person ever. She should be fired and is the reason we will be filing a law suit for the damages.

Waste Management is very inflexible. They took over the garden waste company I used to have a contract with. The previous company had a very good online system, that I could log into, find out my account information and skip collections, provided that I didn't skip too many and that I gave them sufficient notice.
Waste Management has NONE of these features.
4 months after cancelling my account with them AND requesting that let me know what my final balance I received another invoice with little clarification of when this was for. Keep really good records of any communication you have with them, if you are promised anything, get it in writing and take names. I phoned them, told them what I had done, explained that I did not owe anything. I was put through to their accounts department and was told that the account would be cleared. 4 months later I was contacted by a debt collection agency.

Four years no problems. The past year however has been plagued with sporadic service, missed pickups and a schedule change which they assured us has always been the pickup date. Ummm, I know what trash day is for the previous 4 years. Today is the final straw. Contacting "customer service" about yet another missed trash collection, we were told the regular pickup could not be made as the road was closed. We were then informed that they could come pick up today for $125. Really? Time to cancel service and move on.