After Customer Service finally answered, Joe was VERY helpful. He was able to apply a senior and a loyalty discount to my account which made a huge difference to my monthly bill. read more

Missed pickup Tuesday and called to say missed and the automated system said was already picked up? Lie. Called every day all week and spoke with 4 total humans and 2 were managers each saying sorry and they PROMISE it will be picked up by 6. Bucket still sitting at end of driveway since Tuesday and it's Friday. WM is going to lose our business as we can't work with liars. read more

This company is such a joke. I guess their business model is "Raise prices without notice and make the customer sit on hold for over an hour so they can't cancel their service". You guys really showed me, Congrats. Half the time you don't even pick up my recycling. Can't wait for you guys to copy paste your apology Yelp message that you stick to every bad review. That'll really show the people that you care. You guys service over 100k houses in the greater Rochester area. At $45 a house, that comes out to 4.5 million dollars a month. You can't hire a few more people to work the customer service desk?? "WM, scamming you and not giving a sh*t since 1971" read more

Waste Management - Ridiculously long Hold times. Accompanied by annoying 150bpm piano music. - Recycling Center Near Me - Rochester, New York

This company offers horrendous customer service. I have tried cancelling trash service for over 1 hr on the phone had 4 people transfer me just to get hung up on. chat on line did the same thing. they over charge as well I have paid over 900.00 for the year. There are better rates out there. read more

Horrible service horrible customer service. Arbitrary rates increases per month. Difficult to cancel and then charge $75 to pick up the totes. read more

double the money of others, so you would think double the service. always had them for over 30 years. I had to make 6 calls and each promised to pick up my extra bin of garbage, no, no, no. I kept calling back and be promised again. I don't think drivers understand English. That's it why pay double when they treat you like that. webster ny read more

Waste management was really good before they automated all the trash and recycling pickup. I still appreciate them and what they do, but I don't like the lower quality service we get. 1. I don't like that recycling is only picked up every other week. This is annoying to remember and neighbors forget so totes just sit out all day. 2. The change in pickup rules is frustrating because before they would take so much more. Now they leave anything that doesn't fit in the tote. I find myself throwing out more recycling because of the change in recycling pickup policy. It just doesn't fit. read more

I would give them zero stars if I could. Followed their TOS and they still charged us for an extra quarter and had the audacity to charge to come pick up their totes, and they still haven't picked them up weeks later. Useless trash read more

Waste Management continues to disappoint. We pay to have our garbage picked up every week, but we have to continue to fight with WM to get the service we paid for. It's been very cold in our area, so I can understand if our pickup is a day or two later than normal, but a whole week!!! Are you kidding?? read more

Why does WM continue to raise prices over and over and over again? Why is it impossible to talk with a live human being to resolve problems? Very frustrated customer. read more

I would like to commend Bill from route 7W, Mayflower Village, North Chili for the excellent job he did in disposing my deck materials. Your company always does their best and I really thank Bill for his job today. Outstanding read more

Not a great company they are always delayed with some excuses why. Unbelievable with the amount of money we pay them

Waste Management Review - Poor Customer Service & Unreasonable Fees While Waste Management's actual garbage pickup service is generally adequate, the overall experience is overshadowed by how poor their customer service is -- or more accurately, how non-existent it is. You simply cannot get ahold of a real human being. Everything is automated, and any attempt to resolve an issue or ask a question leads to endless loops with no real assistance. The real kicker? If you move and need to cancel your service, they hit you with an $80-$90 "final pickup and energy fee." This feels incredibly petty coming from a company that's already been charging top-tier prices for years. I've paid thousands over the last five years, only to be nickel-and-dimed on the way out -- despite having always paid on time and used the service without issue. For what you pay, you'd expect at least some level of customer care. Companies like Casella or even smaller ones like White Trash are often cheaper and actually respond when you need help. Waste Management needs to seriously rethink how it treats long-time customers. read more

Could they make it more difficult to speak to a human or get customer service I dont think so. Billing increases every 1/4 and fumbled around from person to person to person with billing issues. They suck. read more

My business in Brighton uses waste management which recently has had upgraded totes for recycling peter delivered them he was so friendly & professional !! Refreshing to receive good customer service these days ! read more

I believe this is the 5th negative review I've written this year. But I guess WM doesn't believe in the squeaky wheel getting the grease. After failing 8 times to pick up my weekly trash since January they terminated my contract on July 7th "because of the snow (!!!) even though I'd paid for the year. So I guess contracts don't count with them either. The reason for this, hopefully final, review is that they are refusing to repay the $200 odd they owe me because they need 6-8 weeks to continue to collect interest on it and "process" it AFTER IT'S APPROVED . They've known about it since the beginning of the month, but apparently it's not been "approved" yet. With customer service like this, I can't imagine they're going to survive much longer. read more

Corfu Batavia NY area. Signed up with WM a few months ago. Took them about 3 weeks to send my tote and recycle bin. The garbage tote is decent and service is ok. Two stars. Until you need a bulk pick up. So we made the appointment around Labor Day. They schedule 3 weeks out. The night before husband moves it to the curb the before the "scheduled pick up" well trash and the recycling gets picked and I see alert it will get picked up tomorrow. Day 2- no pick up. Ok Monday comes. Still sitting there. So now it's moved to Tuesday. Guess what? Not picked up. So I call customer service they escalate it and assured me pick up. Day 5 wanna guess? Still there!! So again I call WM customer service. I was told the driver said nothing was out there!! Unless you're profoundly blind, you cannot miss a couch sized chaise lounge. (See pic). So perhaps day 6 it will be picked up. The agent said they cannot call my local WM but they can deliver a message. If its out there by day 7, I will be out there to meet my trash collectors. At this point it will now be one week. Hope the grass is still alive underneath. read more

Waste Management - Perhaps it's a mirage to everyone in the village and me, but this is bulk pick up the driver didn't see. - Recycling Center Near Me - Rochester, New York

Worst customer service, charging way too much. Zero consideration for customers who have been loyal. BYE!

Well new customer here scheduled a bulk pick up for yesterday no call no show. Did the request through your website. Scheduled for 10/30/25 come & get it please. After speaking with customer service they stated they would take care of it, now scheduled for 11/21/25 WTF appears that WM is a joke & customer service is not available read more

I have had no problems with the drivers but their customer service is very poor to non existent. It is almost impossible to reach anyone. I have been on hold on the phone for over an hour. I tried their chat service on line. I was 9th in the que. After waiting for over 20 minutes, I got up to let my dogs out and was away from my computer less then 30 seconds. I came back to a message stating that since I did not respond that my session ended. I have been trying to contact them to let them know that I would not be renewing my contract after receiving a huge price increase. I am guessing they really dont care and it shows in their poor customer reviews. It really does frustrate me that I have to take this much time out of my day to end a service when I have been a customer that has always paid my bill on time. I guess I will start again Monday morning. read more

waste management just held me hostage in a chat and on the phone for over an hour to cancel my service. In the chat i told the person that I wanted to cancel and they took all my information and wasted my time and then told me i had To call. During the call they passed me around to 4 different ppl all of them needing confirmation and all the same information I just gave the last person. I have Never felt to trapped and disrespected in my life. i will never use them again and i would Urge you to never. read more

constantly having issues with workers not picking up our garbage ever since they removed one of our garbage cans. when we called, they stated our apartment was a single household: Mind you there's 5 adults, two kids and now 6 pets... you are only letting us use one garbage can? We piled the garbage in hopes they would do the job and they STILL left trash behind! read more

Waste Management - All trash...do better - Recycling Center Near Me - Rochester, New York

Well first off I see a rating of 1.3 which is very telling! So for pickup and trash hauling I give the folks on the trucks a 4.5. But for customer service the lowest rating I can give is a 1. Zero would be more fitting. What in Gods name do you have to do to speak to a human being at Waste????? Ive tried everything! What HORRIBLE service to its paying customer base. Gonna have to see if switching is the aswer. WM used to be the best...now...not so mcuh. Do better WM. read more

Havent picked up my recycling for 4 weeks. They seem to be able to pick up garbage fine and will take anything i put out there,

Price increase of 19+% without notice. Have attempted to get an explanation without any luck. Driver, we have is VERY professional and courteous. Highly recommended. read more

I left a 5-star review a couple of years ago. Since then, the excellent people in charge of our trash and recycling are no longer on our route. With the new people, I am having to contact WM 2 out of 3 weeks because either the trash or the recycling has not been picked up. When I log on to my account, I am told either it WAS picked up or that the containers weren't out. Both statements are false. I will then have to spend an inordinate amount of time trying to get their website complaint function to work, repeatedly having to put the same information in because their AI is not very I. Calling involves very long wait times. I had warned that I was going to leave a bad review, so here it is. And I also said that I was considering a different service. The final straw was when my recycling was not picked up after Christmas, and the site indicated my next pickup would be January 9th, 2 weeks away. I paid for my service a year in advance, and my contract is not up until May. But I am going with a different trash collector and will try to get a refund. My advice is: Stay away from WM! read more

Horrible service, they will not let you cancel, you're on hold for hours, forced to call again and again, chat no better, while on hold there's a detuned radio playing static and horns, no way to request a call back, no way to speak to anyone, if you don't respond in a way the automated system likes, it will cause a long delay and put you in a loop, until it finally hangs up on you. A couple times it sounded like someone answered and hung up. how do you have a rating of 1.5 and go on? We switched EVEN WITHOUT BEING ABLE TO CANCEL and are so much happier with the service, equipment and price with the new place. Can't believe we supported this overpriced scam as long as we did. Never again! Update: finally got through, she bagan taking my info and said she'd be right back, placed me on hold and hung up. Calling again to hear about my privacy rights 8 more times before I get to be out on hold read more

For $90 per month, I expect my trash to be picked up weekly. Now that only 4 of us are customers on this street, we get skipped for a week, for any excuse-snow, hdiday, unexpected circumstances. It's just not acceptable service. No other company does that on this street. read more

I have been waiting for over 3 weeks for them to come a take away one of their damages toter's. I have called a dozen times, talked to managers ETC... each time they tell me oh our bad we will be there tomorrow, Still sitting here over 3 weeks and they just did it again today!!!!! read more

Waste Management had to be hands down the worst untrustworthy refuse collection company. Missed pick ups, impossible to reach customer service. Difficult to cancel. Avoid them as there are many refuse collection services that are responsive and st a much lower cost. read more

TL;DR if you have any choice whatsoever - STEER CLEAR. The usual trash pickup is ok. Everything else is horrible. Recycling? The absolute worst experience. They are messing up the schedule, changing the schedule, missing pickup, and missing pickup for the missed pickup. Customer service? As bad as it can get. Good luck finding a phone for customer service to begin with (it's +1 (800) 972-4545) by the way). Get to the phone? Be prepared to get through "an automated system" to actual human beings. The best shortcut I found: call the number, press 1 for English or 2 for Spanish, then 6 for "everything else," then say one word "representative," then wait. Didn't work? Every time the robot starts to speak, say "stop, representative" (or just "stop"). It should get you through quickly enough. The main thing - do not try to engage with this robot in any way - it is designed to stall, not help. The favorite phrase of customer service people? "I'm sorry. You will have to wait up to 48 business hours." Chat? The virtual assistant is absolutely useless. Humans are no better. Chat itself has no history, no ability to save the transcript, no notifications of any kind, it's impossible to scroll up, it blocks half of the site, and it disconnects randomly and deletes the whole previous conversation The website/app? useless for anything but paying bills (that's the only feature that always works). No communication whatsoever. No phone call, no email, no text message, no push notification, no in-app notification, no postcard, no mail, no driver stopping by, not even a pigeon with a scrap of paper. If they changed your service you are supposed to magically know about it on your own. If something changed - the same thing. If they said something to you like "work order" you are supposed to know what all their lingo means read more

Hey I DID NEED assistance- never got it. That was the point of the review....if you are just going to blanket answer every single review you get- why bother? Read the room. read more

Don't make the same mistake as I did signing up for Wm residential trash pick up. The first year was extremely expensive and they tried to raise my price significantly. There pickup was always a day late and there was often trash blowing on my yard from the neighbors late pick ups as well. After I had already found a better cheaper service I called to cancel and then they were trying to negotiate with me .. too late your service is horrible. Not only that but they had the nerve to charge a $75 trash and recycle bin pickup fee. They don't allow you to drop it off yourself for these cheap bins that cost $30 for something similar on Amazon. Do yourself a favor and don't even sign up, they are offering some sort of deal because they will definitely raise your rates and charge you an arm and a leg just to try cancel your service read more

I would give zero stars if I could. One of the worst companies I have ever had to deal with. Bill is never the same and costs more every time. Very hard to cancel. Tried the call back option and the never called back. Goes to a hold option and they never pick up. read more

One of the worst companies I have ever dealt with ! Four years ago I closed a small 2 car detail shop on the property. I informed them that the house was rented to a single retired lady and that the trash would not be more than 1 toter per week. The bill was to be $60. per month. I retired, Im 75. my son has been taking car of the paper work for me. He discovered that they have been charging over $300.00 per MONTH !!! I have checked all around the neighborhood and nobody is paying anything even close to that. Every body in the area is paying between $50-70. per month. I have no idea why they have been ripping me off..were going to court. They have just told me they would give me a $250 credit and lower the bill to $150 per month. Even that is why to high. read more

If I could give negative stars, I would. I've never been so disgusted with any compan. First they delay our first trash pickup over and over, letting trash just pile up here for 5 weeks. Now, 2.5 years into service, they're dropping our service out of the blue because we're not worth enough MONEY to them. Well, I hope they enjoy THA MONEY when everyone sees what a piece of crap "company" they are. read more

A dysfunctional back office and website. You can't speak to anyone. No one calls back even when you leave your phone number for a callback. Even when you leave a message on their site, no one responds. When you try to enter a new credit card, they won't allow it but are quick to tell you you're delinquent. They do pick up the trash reliably, but, don't try to communicate with them. read more

I don't like the frequent price increases. Kevin , our pick up gentleman is great. Always has a positive attitude, he is never grumpy. Always smiling. He is the best. Don't ever lose him . read more

After 33 years with this ripoff company, I was moving so cancelled services. Their billing system is a pay ahead system. Pay 3 months ahead. I paid for 3 months of service I won't get and their policy is to not refund a dime. How is this legal? I do not recommend. Scammers. read more

if I could give 0 stars I would for a million reasons. 1. outrageous increases every year 2. when they miss a pickup they offer to come back to get it for a $120 charge. 3. when I called to cancel it was never canceled & I was charged for another month. from there when I called they REFUSED to refund me the money on top of sending me a bill "anywhere from $80-$120 for a cancelation fee" & wouldn't transfer the payment from the month that was supposed to be CANCELLED as payment for their "fee". NEVER go through them, they are a SCAM & their online chat is useless, it will kick you off mid conversation & if you somehow get anyone on the phone they will keep transferring you. I refuse to ever work with this company again. go F yourselves waste management. read more