I have been a private customer of Waste Management for fifteen years since moving out of the city of Rochester to the suburb of Rush. When we lived in the city, Waste Management was contracted by the city to pick up our trash, too, so essentially I have been a customer for about forty years. For some reason, the company was much better when we lived in the city. For most of the years we have lived in Rush, they have been responsive to our needs and friendly when I had contact with the drivers. In fact a few years back, I was sitting out front, having forgotten it was pick up day, and the driver waited for me to get my trash. However, in the past two years they have missed their pick up more often than in the first twelve years combined. What is more, communication has been terrible. One time they called to say the pick up had been moved from Friday to Monday, so i moved it back down our long driveway, and they came later that day, after I had removed the trash from the street. Recently, they have postponed it by one day for no apparent reason. On the third of July, when everyone else was honoring the 250th of the nation by giving workers off on the 3rd, almost nobody on our street put their trash out, because we knew that they ought to have given the workers the 3rd off and the fourth, but they claim they had trash pick up that day. The should have postponed it until Monday, and moved everyone back a day, giving their workers overtime pay on the following Saturday, the 11th. This week they left a phone message that our trash pick up had been rescheduled for Friday, July 24th, which is our next regularly scheduled pick up date. That is NOT rescheduled in my book; that is FAILURE to complete their contracted obligation, something that has been happening with increasing frequency over the last two or three years. When our family moved to Rush, almost everyone was using Waste Management, so we did the same. I think there are four or five different companies that do trash pick up in Rush. If Waste Management continues the way they have been going, we will be using one of the other companies. The reason I am writing this review here is that they make it really difficult to contact them, and I am hoping they will see this on Yelp. read more

After hearing that they are short staff and garbage isn't being picked up on schedule I recommend that customer switch to either suburban or white trash There employees do an attitude I've seen in the past pick ups we had when living in Macedon NY back in the 1990's. read more

They inexplicably doubled my bill this year. I have spent a month trying to reach someone to dispute my bill without any success- the online chat remains unanswered, I've emailed without response, when I call there isn't even an option to spend an hour on hold- I'm referred to their non-functional online chat option. I tried going in person, and a very helpful and understanding employee gave me a different number to call- but they don't answer that one either. At this point, I am not even sure how to cancel my service. I guess I am just going to not pay my bill until they stop coming or something. It is absolutely ridiculous. read more

1 Star - Absolutely Horrible Customer Service and Waste Pickup/ If I could leave a zero star I would! I called Waste Management on August 12, 2026, to cancel my service due to constant missed pickups and ongoing billing issues. I was being charged, refunded, and then charged again a fee that they claimed was my fault, even though I had proof from my bank and confirmation from the bank that the issue was not on my end. My last trash pickup was supposed to be on August 25, 2026, and my last recycling pickup was supposed to be on August 31, 2026. Neither pickup happened. I have been calling quite frequently to ask when my cans were going to be removed, and every time I call, I am told that the removal keeps getting canceled. One customer service representative even told me that the cans had already been removed while I was actively staring at them sitting in my yard. I have camera footage of Waste Management driving right past the cans without removing them, despite the fact that I was still paying for service. I have spoken to supervisors who promised to call me back with updates, but I am still waiting. Nobody seems to know what is going on, and the cans are still sitting in my yard. My new trash company has already completed a pickup and dropped off their cans before Waste Management could even get their stuff together. This has been an absolute nightmare. The constant missed pickups, billing problems, lack of communication, and false information from customer service have been beyond frustrating. I should not have to repeatedly call a company to get something as simple as canceled service and can removal taken care of. Waste Management needs to seriously improve its customer service and communication. I would not recommend this company to anyone based on my experience. read more

HORRENDOUS customer service. ZERO ways or jump thru hoops to contact customer service. When i first signed with them to collect my trash/recycling, it took two days to find a number for somebody live in TX (I live in NY) and it still took 2 weeks to get both trash cans i ordered. They changed recycle service from 18G every week to 96G every other week. I had two bins and requested two new ones because I own a duplex and needed one for each side. It took two months to get the second. Last week they tell me they are swapping my pick up day from Thurs to Fri and switching my recycle pickup week. We'll this past Friday came and went and they did not pick up my trash or recycling. Thankfully, they did get it on Saturday. But it is still late. WTF WM?? Fix yourselves​ read more

Batavia NY waste management customer We have not received garbage pickup today. This is the fourth of six weeks we've had removal issues. All of the days to contact waste management are unsuccessful. They claim to pick up garbage until 6:00 PM but service phone numbers and texts are unresponsive. All contact ends at 4:30 and the chat function ends at 4. Poor customer service and removal service. read more

We picked a larger company because we figured it was more likely to not skip pickups. BIG MISTAKE. You can ONLY communicate with them by putting tickets in on their website, that they never respond to. Try finding their 800 number on the website? It's not listed. I had to google it. Then the missed pickups. You put your trash out on Thursday night for Friday, and Friday evening they tell you they were delayed. Then Saturday nothing, then Monday nothing. Then Tuesday they tell you Weds for sure. Then Weds night they say they're just going to give up and pick up 2 weeks worth on Friday. Wish I got a discount for it. Instead they just slip in price increases regularly. Every week it's a crapshoot if they actually bother picking them up. One day they actually said "We couldn't complete pickup because your bins were not on the curb." They'd been there for 4 freaking days. We cancelled and they keep forgetting to pickup our empty bins. I call them weekly and they're very sorry but it'll be another 2 weeks until the bins can be retrieved. Every time I call, another 2 weeks out. read more

Coming like they are supposed too weekly not leaving our garbage for weeks I don't care if it's the weekend somebody come pick up out garbage it's a health hazard!!!!! read more

I am contacting the BBB! This service is horrible! The first two months were great! Now, I'm wondering why I even left the old company. I'm told at the last minute that my service won't get picked up this week. So how does that work? I get a one week credit to my account? I do t have time ti be on hold for an hour. I'll let the Better Business Bureau do the work! Price change every month. Horrible! 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

2 days late with trash pick up and skipping a week of recycling pickup. Time to find a new vendor.

Awful service. Miss pick ups every week, delay the pick up, no refund or discount, constant price increases, ZERO customer service, NO ONE can help, every chat rep says they cant help and each give a different NON WORKING number to call, spend hours on hold, online account offers almost no info, they REFUSE to give an annual quote and say the price will fluctuate every quarter because of fuel costs, no supervisor EVER available when requested in chat. So disrespectful and unprofessional of them. This company is AWFUL. I plan to go in-person to the facility to cancel. I have several much cheaper offers from LOCAL companies. DO NOT USE WASTE MANAGEMENT! read more

There are only 3 customers left on our street, so WM has kicked us to the curb after 37 years. They constantly neglect or put off our trash pickups despite good weather,and our street being easily accessible. I talked to a representative once, but she was out of state. If they are short of help, CEO can give up some of his $17 million dollar compensation to better pay and hire more employees. Cheap and greedy!​ read more

I would give this company a zero if possible. They're impossible to contact, and you're waiting for live chat in a queue that if you don't notice they've finally connected after FIFTEEN minutes or more of waiting, they disconnect in 30 seconds and you have to start over again. But aside from contacting them, the service is also terrible. I've had multiple missed pick ups, more often than not my trashcan is just left knocked over without them putting it back up. Canceled my service and had a large cancellation/pickup fee for the bins and now I'm trying to contact customer services because I already paid everything, the services are canceled, and now I have a new bill? Why though? The invoice won't load so I can't even see what I'm being billed for. Go to WasteWorks if you can for your trash pick up. I switched to them because it was half the price and they've been consistent, reliable, and easy to work with. read more

Called to cancel services due to increasing to over $90 a month just for base services. Was on hold for 15 minutes before I finally got to speak with someone then they put me on hold for another 5 minutes and told me they dont do refunds and they charge ME $75 to pickup the totes. Absolute robbery and a complete joke. Last bill was $380 for 3 months of basic trash & recycling. read more

Horrible company to work with. They make it almost impossible to contact them. They skip my house repeatedly while picking up my next door neighbors garbage. Some weeks they don't come at all to pick up the trash for everyone on the street. But they do regularly increases the prices for the service they fail to provide. read more

I have used Waste Management for years and they provided great service, our driver was very friendly. They changed the driver and schedule 4 weeks ago and they have been one day late ever since. This week they are not even going to pick up. They also changed the recycling pick up from every week to every other week with no reduction in price. I am looking for another company. read more

We had great service for the first year, never any issues at all. The issue is that they miss pick ups and lack reliability. When contacting customer service they don't answer the phone and when chatting on the website they say there is nothing they can do and will not add a credit for a missed pick up. Which is not acceptable! We pay for reliable service and it hasn't been reliable in awhile. Customer service is absolutely terrible! Don't get service here you'll be swimming in trash. 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

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

If I could give a zero I would. The worst garbage company ever. I used them for a year and needed to cancel my pick up. The customer service is horrible. They kept reschedule my pick so much that I wasnt sure what day they would pick up my trash. What a scam charging me nearly 100 dollars to pick my garbage can after I canceled my contract. read more

Absolutely vile company. They are all dishonest, lying on the garbage pick up dates, breaking contract, and not picking up on the "rescheduled" dates. It is mid summer, hot weather, and the amount of garbage piling up in our community is despicable. Not to mention, rodents, cockroaches, and the sorts coming out of the wood works in neighborhoods that do not experience these concerns. Absolutely disgusting. Your company should be absolutely ashamed to even run in this community. You don't value your customers, your integrity, or the nature of your community in this slightest bit. We can't even allow our children or pets out front of our home because it's a health hazzard! You had a truck in our neighborhood 2 days ago- went down 1 street, and left our neighborhood. Now, all I hear is "it's a staffing issue." Give me a break. Our neighborhoods trash needs to be picked up BEFORE 7/31/26- That is 3 weeks past!!! Email has already sent to your "WM CARES" email address- which is a load of trash (pun intended) anyway, seeing as how ya'll don't care 1 bit what our community looks like. 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

Absolutely terrible company! Don't sign up with them if you don't have to. They charge all sorts of "extra fees". They are unreliable. Their customer service is awful. And their monthly fee goes up higher every month. In one year my fee rose from $38 to $60. Find a different company!!! read more

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

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

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

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

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

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 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

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

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

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

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

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