Waste Management

The professionalism and responsiveness of the WM drivers and their supervisors has led to a negative customer experience and a unsatisfied customer. When they do pick up, the drivers do their job. When they don't, it goes downhill and creates a negative customer experience.
The story: Trash was not picked up on Friday the 20th. We thought that the snow that morning had prevented them from making a pick up on our street. None of our neighbors trash was picked up and trash was out Thursday night. The trash was not picked up as had been announced on the local news on the weekend (trash pick up not completed on the 20th would be picked up on the 21st). Here is where customer service, the drivers, and the management team are disconnected. I called on 12/23 to find out when they were going to pick up the trash. My CS rep was very nice, but the information that she had was confusing. She indicated that our driver didn't pick up on Friday because our trash wasn't on the curb on Friday morning (note that everyone in the neighborhood had their trash out on Thursday evening and I see that because I live at the end of the neighborhood road and see it). She then apologized that the information provided by the driver was incorrect and that she would schedule a pick up with the local garage within the next 24 hours and everyone in the neighborhood would have their trash picked up. I was very happy because everyone's trash and recycling were starting to pile up. Fast forward 27 hours to the afternoon of 12/24. I called in to see why the trash/recycling wasn't picked up. Again, a very pleasant call center representative answered the phone. She proceeded to tell me that the driver indicated that he would do a double pick up on the next pick up day 12/28 (Saturday because of the holiday delay). I asked for a pick up and a call from the garage supervisor to find out what was happening because it wasn't what was promised. I also asked for the customer service supervisor to discuss, but they are not available. I am currently waiting for a call back from the garage supervisor and the customer service supervisor. The trash and recycling are not picked up.
Where it went wrong:

• The driver put the incorrect information in his truck computer. He more than likely couldn't drive on our road and chose to say that we didn't have our trash out vs. saying that the road was not passible. I am guessing that they chose this approach, so they would not have to come back the next day or later in the day to pick up because it was the customers fault.
• The 1st representative set the incorrect expectations with me the customer that trash would be picked up in 24 hours, which it wasn't.

• The 2nd representative couldn't resolve my problem.

• The driver made the assumption without calling me to discuss that I would be good with a double pick up on 12/28, which I wasn't.

• I have low confidence that I will get a call back from either the garage supervisor or the customer service supervisor.

How to fix it:

• Pick up the garbage and recycling in our neighborhood when you say that you are going to pick it up.

• Provide proper training to representatives and drivers that when commitments are made that if reasonable should be met.

• Provide training to route drivers on how to correctly mark a series of homes that they were unable to pick up due to weather.

They come every week and are always there. They never spill garbage.

They delivered it on time and they also removed the garbage on time. I would rate them highly and continue to use them in the future.

They are really good. They are fine. Their pricing is reasonable. They are great. I have never had a problem with them. I will continue to use this provider again in the future.