WASTE MANAGEMENT OF NY ROCHESTER

Very disappointed with the service. I’ve been waiting over three weeks for two scheduled bulk items to be picked up, and despite multiple calls and confirmations, they still haven’t been collected. Each time I speak with a driver, I’m told they have no idea about the request. This ongoing lack of communication and accountability is unacceptable. I’ve given Waste Management multiple opportunities to resolve the issue, but nothing has changed. At this point, I’m considering filing a complaint with the Better Business Bureau.

Excellent service. If we have a lot for them to pickup, they are always accommodating.

After our previous carrier hand finally sufficiently let us down to search for a new service, we tried this company out based on recommendations from several neighbors. The service has been consistent every week. They were ahead of schedule on dropping off our initial totes and we have had pleasant exchanges with the drivers when at the curb while they are arriving. The web portal is easy to use and provides delay information for holidays so you can be informed. The emails coming from the company come from addresses that are pertinent so you don't confuse them with spam. After 1 month, we feel confident they are a reliable provider in the Farmington area.

Lately they refuse to pickup boxes left next to the garbage can that won't fit into it. Every quarter they raise the price.

unknown

poor communications, on hold too much and too long.

Easy, straightforward.

See above - this new policy should be widely communicated to AARP and the Better Business Bureau if you have no success in negotiations with management- (whoever or whatever they are) Signed, One really Pi&$ed Ex Customer

As a customer of Waste Management for over 10 years, I've canceled my service effective at the end of this month after watching a serious deterioration in the company's billing system and its ability to value customer relations.
We pay our Waste Management bill annually, which provides a modest discount but opens the door to significant problems when their billing goes haywire. In 2014, our Waste Management online account was corrupted, requiring a senior customer service representative to arrange to delete the account so it could be re-registered. Instructions to set up autopay on the account for our 2014 invoice vanished and we discovered this after the company billed us a late fee and a service resume fee amounting to over $50.
Unless you watch your account like a hawk, you will have no idea there is a problem until the next invoice is generated, which now also serves as a past due invoice with other fees attached.
We escalated our complaint all the way up Waste Management's customer service chain, at which point we were assured the fees were waived and everything was fixed for 2015. We even had an account specialist call us to verify everything was ready for payment of next year's bill.
Except it wasn't. 
We became suspicious at the end of August when the $335 a year we pay Waste Management did not come out of our checking account and sure enough, in September the company failed to deduct the owed amount, billed us more late fees and another resume service fee (despite the fact our service was never interrupted.)
Here is where would-be customers of Waste Management need to pay careful attention. Waste Management has a policy of only crediting ancillary fees ONCE per account lifetime, regardless of who is at fault. In response to a BBB complaint, the company claims they cannot find any evidence we set up autopay on our account (yet also claims they cannot investigate that as it is handled by a third party company we have to call ourselves). Forget about the call you got last year confirming all was well; if Waste Management says it isn't, their word is the only one that matters.
In the end, Waste Management had a choice of doing the right thing and preserving an account that has given them 10 years of loyalty and years more in the future -or- $50 in fees, but not both. They chose the $50. We scheduled to cancel our account today, and that is just fine with them. That should give a pause to any consumer. It shouldn't be fine with them. Now the only question is whether we will get over $200 in unused service back. Waste Management seems to have a policy of not giving partial refunds, but we'll see. 
When a company values $50 in fees over a customer they are willing to alienate to get it, that is all you should need to take your business somewhere else. We had to lose $50 to learn this lesson, but you get to take advantage of our misfortune and learn it for free.
Make sure you comparison shop and take into account they bill at least $60 a year in "fuel" and "environmental" service fees, which are increasing another 1% effective 12/5/2015. Those fees, among others, are not reflected in your quoted service price. Also make sure to question whether you will get pro-rated refunds for unused service. The company seems to imply in many cases they won't. You could lose hundreds of dollars if you make annual payments.

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We are moving to a townhouse where disposal service is provided. When i called to cancel service they had previously  just debited our account for the next quarter thru December. We would only be using 3 weeks of the amount paid. I was informed that they do not give refunds for prepaid services and that money is lost. I have never heard of a company that would not give a credit for unused services. Very unprofessional. I would not recommend them. Very disappointed in their customer focus for this because they have otherwise provided good service.

Never given information on how to recycle cardboard.  We've just moved from out of state and have lots of boxes.  The service was uneventful until this past week, when the staff left much of the the cardboard at the curb, and threw a plastic container into the yard. (Which, as it turns out, wasn't recyclable.  It left an impression.) 
We've had large amounts of cardboard since we've moved in seven weeks ago, and it's been removed without incidence.  When I called the company, I had a customer service representative explain, then repeat multiple times, that the cardboard should have been cut down to 2' x 4' and tied together.  This was new information, not having received anything written from the company, and having had the company pick up in past weeks I had no idea there was a problem.  I explained that I am willing to cut the cardboard down in the future, but that I wanted the wet boxes that were left that day picked up as is. 
After being on hold for an hour with two different representatives, I got no where. I'm going with another company.

PICKUP:
All the garbage was picked up as promised though recyclables were sometimes skipped. When asked about this I was told it was due to "a new driver".  However, the "new driver" only skipped our house and picked up the recyclables from all the other homes. The weird thing is that our garbage and recycle items were but in Waste Management colored and labelled containers.
COMMUNICATION:
I tried to contact WM for over a month but was unable to. What  happened is this - I called the number I was given on their website - which connects to a computer driver call center that only accepts payment and does not allow you to speak with a human being on the other end of the line.  If you email the address from the website you must request that they call you. A few day later, I received a  reply email that said I contacted an email only site and they were unable to call but they did give me an actual number to speak to a person.
COST:
We stopped using Waste Management due to their high prices. We paid $122 every 3 months which is $488 per year.

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Service was good, reliable and complete. The only problem was the availability of competitive performance at a substantial reduction in
price

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unknown

They seem pretty good and do not miss anything.

Excellent they picked up every week. They always picked up everything we put out by the road and placed the bins/trash can by the driveway. The price increase year over year has been higher than that of other companies.

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I HAD A CREDIT BALANCE OF A MONTH AND A HALF I MADE ARRANGEMENTS FOR A VACATION STOP AND WHEN I ASKED WAS ANYTHING OWING SHE REPLIED THAT I HAD A CREDIT BALANCE.WHEN I RETURNED APPROXIMATLY THREE MONTHS LATER I OWED THEM MONEY. AS FAR AS I CAN TELL I OWED THEM FOR A LATE FEE AND A QUARTLY FEE FOR134.95 DOLLARS 38.+ RESUME FEE, AND SOME CREDITS WITCH LEFT A BALANCE OF 62 DOLLARS .WHEN i CALLED AND ASK HER TO REVUE THE BILL SHE SAID SHE THOUGHT THE BALANCE WAS ABOUT RIGHT, SO I PAID IT.THE JUNE BILL ARRIVED AND THERE WAS ANOTHER BILL FOR 35 DOLLARS FOR RESUMING SERVICE.WHEN I CALLED THE COMPANY, THEY TOLD ME THAT THEY DO NOT GO BACK IN BILLS AND THEREFOR THERE IS NOTHING THEY COULD DO I THEN HIRED A NEW GARBAGE COLLECTER..

My husband and I have had Waste management service for as long as I can remember. We've lived in the same house for 37 years. The first time I contacted them was was last fall when I asked for another recycle bin. I recyle more than I throw away. The person who answered the phone stated that not in my neighborhood. What does that mean.... not in my neighborhood? In January I aksed about christmas tree removal the response was very curt. This third time was this past week. I placed my recyle bin and trash bin out at the curb usual time. When I came home from work the recycle bin was not emptied. I placed a compalint on line and was told the driver said it wasn't there. So I guess I'm lying. Customer service has gone downhill. I am looking for another service to go with. What a shame, years of professional serivce destroyed in six months.

I called each time, 3rd week in a row switched providers. I used Waste Management for more than 20 years with no significant complaints but was unable to resolve this pick up problem in a reasonable time.

Always a clean pickup - never any debris left on the ground.
Happy with service.