WASTE MANAGEMENT INC

Last September we changed our trash service to WM.  I only needed once a week pick up so to get that pricing I was told by a rep that I had to do it online.  I did and paid the total ($226.74 for one year) with my credit card.  All went well until I received an email notice that a payment was due.  I looked at it but thought it was a mistake since I had paid for a year.  The week of Christmas our trash was not picked up - again the next week - no pick up.  On New Years Day (!!) I received an automated call that my account was very overdue and I was in danger of cancelation  (What!!!  They have $226.74 of my money)  So I tried to call on 1/2.  After a long time waiting I got a rep who had no idea and had to contact a supervisor.  I had to leave at that point and asked her to start the process and I would call back -she said she couldn't do that.  The next day I got a rep who (after much searching) told me that my service started after the billing cycle so I owed the September bill.  I still didn't understand how they can have $226.74 of my money and consider me seriously past due but bit the bullet and gave my CC to pay the $19.50 I "owed" since September. I asked if I was all settled than and she said yes.   Two weeks ago I received an email saying that I owed $33.36.  Now I am really concerned and called.  After much fiddling with "the system" I was told that since my service was discontinued, that was the start up fee plus fuel charges and finance charges.  WHAT????  They have $226.74 of my money. Fuel charges on a non-pickup? asked that this unbelievable example of usery be removed.  She said she couldn't do that.  I asked if it was because she was unwilling to do it or she couldn't change "the system"  She admitted that she could not change the system.  I said FINE.  Discontinue my service and return my money.  I asked how much would be returned.  She put me on hold awhile and came back with a figure of $145.  WHAT???    I said that I figured they were going to take the $33.36 out of my account and she said she didn't know - billing handles that.
Our short relationship with Waste Management  was a costly one.  There are several trash haulers in this area - pick anyone else.

We moved to an area without public trash services. Among many options, I decided to try Waste Management. Signing up over the phone was easy enough, and the cans were dropped off right in front of the house just when they were supposed to be.
Our trash pickup day was Monday. I put the can out Sunday night, but it was never picked up on Monday. I called later that week and was told the driver's note said the can was not out, which was incorrect. They did credit the account for the missed week, though. Unfortunately it was the same story the following week -- can out Sunday night, not picked up Monday, driver's note said it wasn't there. This time customer support scheduled a special pickup on the following Thursday. The can went out Weds. night, and once again was not picked up the next day. I called customer support one last time. This time there was no note from a driver, they simply didn't bother to do the pickup. At that point I cancelled and called another company.
I still don't know if they were stopping for trash pickup at the wrong house or what, but the truck that dropped off the cans didn't have any problem finding the place.
Customer support was very good the whole way through. Every representative I spoke with was pleasant and apologetic. But Waste Management failed completely at performing the service for which it was hired.

Have not used yet. Entered review by mistake.

They come usually on time to take our trash.  We haven't had any problems.

I HAVE CALLED THEM TO PICK-UP THE NEIGHBOR'S TRASH. THEY WERE RUDE ON THE PHONE THE SECOND TIME I CALLED. MY NEIGHBORS HAVE SOLD THE HOUSE, BUT THE TRASH IS STILL SUPPOSED TO BE PICKED UP THERE. I DON'T USE THIS COMPANY BECAUSE THEY ARE A PROBLEM.

WE HAVE HAD OTHER GARBAGE COLLECTION COMPANIES. THIS COMPANY IS PROMPT AND COURTEOUS. DOES NOT MAKE A MESS OR THROW THE GARBAGE CANS DOWN.

WE HIRED WASTE MANAGEMENT 5 YEARS AGO FOR TRASH REMOVAL AT OUR RESIDENCE AND RENTAL. IT TOOK A GOOD YEAR OF CALLING EVERY WEDNESDAY BECAUSE THE TRASH WAS NOT PICKED UP. RECYCLABLES ARE NEVER PICKED UP. THE LACK OF COMMUNICATION AND CUSTOMER SERVICE IS SO POOR. THE PRICE USE TO BE GOOD BUT ARE THE SAME AS OTHER HAULERS. NEVER RETURN CALLS. CONSTANT HEADACHE DEALING WITH THEM. AT LEAST ONCE A MONTH STILL HAVE TO CALL FOR TRASH PICK-UP.

THE TRASH COLLECTOR PERSONNEL ARE ALWAYS VERY COURTEOUS, PROFESSIONAL AND FOR THE MOST PART TIMELY (HOLIDAYS, BAD WEATHER CAN CAUSE SOME PROBLEMS). WE REALLY APPRECIATE THE COLLECTORS POSITIVE AND FRIENDLY ATTITUDES. HOWEVER, THE OFFICE, INVOICING, ETC. IS NOT AS GOOD. WE HAVE HAD TROUBLE GETTING INFORMATION PROMPTLY AND THE PRICES HAVE NOT BEEN AS COMPETITIVE AS OTHER PLACES WE HAVE CALLED. WE HAVE NOT SWITCHED THOUGH BECAUSE WE ARE HAPPY WITH THE COLLECTORS ON OUR STREET AND THE WEEKLY PRICE DIFFERENTIAL WAS NOT ENOUGH TO MAKE THE CHANGE IN OUR MINDS. THEY ARE ALSO CHARGING US FOR (AND HAVE BEEN CHARGING US FOR) A FUEL SURCHARGE ON TOP OF OUR QUARTERLY BILLING. OVERALL EXPERIENCE HAS BEEN PRETTY GOOD. THEY TAKE ALL OF OUR TRASH AND PROVIDE A RECEPTACLE UNIT THAT LOOKS NICE.

THEY ARE ON TIME AND ALWAYS PUT THE TRASH CAN BACK TO WHERE IT BELONGS. THEIR PRICE IS OK.