I cancelled my service and they failed to pick up the trash can the first time. I had to call back to get it rescheduled. When I cancelled due to moving I was told the bill should be around $75 just to pick up the trash can. When I got the bill they added another $15 for an energy surcharge and $8.50 for a paper bill that they switched my account settings too when they closed my account. Also they kept raising rates over the time we were with them. I called 1.5 years ago after our annual cost reached around $400 and they were magically allowed to put it down to $200. In order to that rate I was told to call back annually. read more

Really bad experience. Missed pickups multiple times, once saying bins weren't out, though it attached a picture from the truck with my bins out. Got charged multiple times after my account was inactive once I canceled. Bin removal fee was high and they weren't even mine to begin with, I just moved in read more

Worst customer service I've ever experienced. Zero stars really. You cannot reach a human being. Must cancel online where they force you to pay in advance. I got a credit, which I expected to get back, but instead they took that credit and say I still owe them money 3 months later. Terrible company. I switched to a local family owned company at a much lower cost and no random fuel charges. Stay away from WM - they stink - literally. read more

Our community is contracted with WM for residential pickup. I have been trying to order new containers for residential. I created an account, password, and completed email certification. Now, when I sign in, I receive either "account does not exist" or "username/password incorrect". I established chat with customer service, got an (assumed) human who asked me for my account number. I don't have one yet, this is a new service request. After that I was told to call customer service. I AM ON THE CHAT WITH CUSTOMER SERVICE RIGHT NOW. Nothing works when trying to get anything done with this company. Nothing. read more

I've had WM for a few years (since they took over Advanced) and usually good communication. However, in February they missed a pickup due to weather (which actually wasn't bad in my area) and instead of rescheduling/delaying the pick up, they simply skipped it that week. They went ahead and billed for the service though. When I tried to contact WM several times, their chat system (which was the ONLY way to contact them that I could find) always told me that the chat service not available as it was out of service hours - no matter what day/time I tried (and I tried several different days). There was NO way to contact them about my bill as though they make that step so impossible they want to make people just give up (Comcast is famous for that tactic) I finally found a toll free number for them on the Internet and called them. After jumping through a bunch of automated hurdles, I was able to talk to a human. When I told her about the missed pick up, she gave me a credit but told me that they do not automatically apply credits and customers MUST contact them to get one. WTH?? This is some seriously shady business practice. They make you contact them, give a chat system that doesn't work, and do NOT give a phone number on the website or billing paperwork at all - but yet the customer has to somehow hunt for a way to speak with them and ask for the money back that should never have been charged. I'm wondering if this needs to be brought up to the BBB considering the large amount of money WM is keeping for services that were never rendered for customers who don't know they are being basically stolen from. Time to look into changing services. read more

Worst customer service ever! Spent two hours on phone yesterday trying to cancel service that is ridiculously overpriced and could not do it. They were more interested in why I was cancelling than providing the service requested. I wouldn't give them even one star if at all possible. I hate to start my day with this agony again but I'll do anything to get to the other side of this failure of a company. Cancelling for my 86 year mother with dementia and they insisted they needed to speak to her and they put me on hold never to return to the phone. Horrible! Horrible! Horrible! read more

Unreliable Recyling pickup, very poor communication on the web site. Can't get through to the customer service number - message says office is closed! WOW on a Friday all morning can't get a person to help me. Online chat waste of time also. Going to cancel service, also overpriced. read more

WM acquired my local trash company. The first notice I got from WM was that my service had been cancelled for non-payment and would require a $50 reinstatement fee. I had been on auto-pay with the previous company. I just received a bill for $145 for residential service. This included a $45 fuel surcharge which is itself above and beyond my monthly fee. For the last two month WM has skipped pickup about once a month. "Your service pickup has been delayed until..." and the date given is next week's scheduled pickup time. Reliable Trash company sent me a flyer that advertises a $27/month plan with no service charge. I'm going to give them a try. With WM you can't cancel online. You have to call directly. I have been on hold for 57 minutes so far. At 33 minutes someone asked what I needed. I said I want to cancel service. She took down the reason and said, I'll transfer you. We are now coming up on a full hour on hold. What's it going to be two hours, three? Will they disconnect and claim I never called? It's hard not to feel that this is a dishonest company, looking to read more

Waste Management has missed picking up the trash for all residents on my side of the road for 4 weeks now but they do pick up across the street. I just want my trash picked up! We have contacted the office multiple times and they have sent out a truck once to pick it up and we were told to just keep our trash out on the curb until they get it. Very poor customer service! read more

I have had the service for 2 years. The driver came by almost an hour earlier than literally every time they have picked up. i found out they can randomly change when they service your area and just say "o well that isn't our problem". I chatted with their terrible chat bot that literally didn't help with anything and reiterated the same thing. As a paying customer, being told "to bad" is really not a great way to run a business. read more

rude customer service and outrageous overage fees, 3 times more than any other company.

I never give bad reviews because I always feel that customers don't always see the whole picture (I worked in customer service for over 20 years), but I have to say that this company is the worst in customer service. We schedule dates for a reason, but they feel that's it just a suggested time. They make empty promises and tell you it's been rescheduled - it will get picked up tomorrow. Day after day - emails and phone calls and still no pickups. I understand the driver shortages but you can't blame COVID forever! Start being honest with your customers or you won't have any. I will be cancelling my service. read more