They have good service as far as picking up my trash but seem to be unable to handle payments by check. Three times I've had to call them because they didn't cash my check. Each time I ended up paying them over the phone and was told if the check shows up they will not cash it. Of course they did cash it. Seems strange that a big company can't handle a payment by check. read more

Worst company ever. I hope they go bankrupt. They keep sending me bills, service was all paid up and ended 6 months ago. Can't get a hold of anyone. Trying to shut off service is like going through a bad divorce read more

waste management charged me an arm and a leg for a ($90) waste container when i started the service, then is charging me $52.50 to REMOVE it when i moved and discontinued service. They gouge you however they can. Use another service if you can, these guys are corporate greed personified. Even thought the driver was quite pleasant. read more

Terrible company. They were more than happy to deliver my garbage can when I signed up but charged me $40 to pick it up when I canceled. Told me I had to have it out by the road on the morning they were coming to pick up the can. Screw you!!! For $40 you can pull in the driveway and get it. Terrible business. I'll never use Waste of money Management again!!!! read more

Terrible, they left two smaller garbage bins I use because there were toy packages (cardboard and plastic) on top of them. They took the time to write a note and stick it to the side of the trash can saying "if you want your trash picked up, don't put cardboard on top). Wtf, it's garbage, we are paying customers. Pick the garbage up, now I have two full bins of garbage, leafs and sticks sitting at the curb and now I'm sure they are frozen. And this isn't the first time, just the first time they wrote a note. We called and they said cut the cardboard up. We asked for larger or additional recycling bins and they said sorry, we don't do that in your area. Great, now I need a new garbage/recycling company. read more

I wish I could give 0 stars. Do you want to be charged for NOT getting trash picked up over and over (they forgot me 3x)? Do you want to be charged for getting rain into your bin even when the lid was closed (it's called a contamination fee)? Do you want to have items outside being thrown away that were just your outdoor items (like a sand table) and the actual rubbish that you placed waaaay far away and right next to the trash bin NOT taken away? Do you want a difficult website? Do you want questionable sketchy random fees and charges no one can explain? Do you want your lawn driven on? Do you want to cancel your account and 3 months later get a bill after they already charged you $798 to close and have bins taken away and it's been 3 months but suddenly you have a December bill even though you have no service? THEN YES THIS IS THE SERVICE FOR YOU.... if you hate yourself. So much. Or just get literally any other service. read more

Service has drmatically declined in last few months and cannot be reached by phone

We have had WM for our trash and recycling pickup for greater than 30 years. The service has been fine until the past year. In the past 6 months, the service has become terrible! They only will pick recycling every 2 weeks, our toter is full every week. They won't pick up any recycling that isn't in THEIR toters. We asked to use our own toter but they refuse to do that, only recycling in their toter. If we want a 2nd otter, there is $50 delivery charge.They no longer recycle all plastics. We pay extra for them to drive up to our garage ( we have a long driveway which is loop so there is no need to backup). This winter, if there is a dusting of snow on the driveway, they won't come. This has never been a problem until this year. And they raised their rates exorbitantly. We will ending service with WM. read more

this company is trash I wouldn't recommend this company to anybody, everything is bs always re scheduli my pick up day and the never come the next day, we called them and they said that they picked up and I have cameras in front of my house and they never pick them up, trash still in front of my house read more

If I could give this company 0 stars I would, they need to work on there customer service department been trying to reach someone for the last 2 days to cancel my service and no luck. Run far away from this company!!! read more

The worst ever. The drivers speed, almost hit a woman and her dog walking. The supervisor ignores our requests for the drivers to slow down. When I canceled service, switched 3 times, 1 hour and 5 minutes on hold. Use somebody local, a small business. Horrible customer service. read more

I have been using waste management for nearly 4 years now. This past Wednesday my normal pick up day I stood in my livingroom and watched the WM driver drive right past my container and not pick it up. For price I pay for trash removal this should never happen. I called twice on !2/15/2021 and told WM that the driver missed my pickup. I was told it would be picked up in 24 to 48 hours. Noe its 5pm on 12/17/2021 still no pickup. So I will be canceling my trash service with WM because they are not reliable or dependable. Also half the time they leave my containers open so they fill up with rain and or snow. read more

I'd give zero stars if possible. Recycling bins get tossed in with regular trash, gas surcharge is ridiculously high compared to other companies, and if you make the mistake of using their totes, be prepared to be hit with an $85 charge for pickup PLUS $60 gas surcharge! Avoid like the plague!! read more

Well, as you can see below, someone local (Rochester/Monroe County NY) responded to my review and provided a customer service email address. I wrote to them last night and, so far, so good. I got a call this AM from a very nice lady from Houston and it looks like they are going to resume my mom's service and not charge her and my aunt the 'resumption' fee. I am kinda surprised by -- and very pleased with -- the quick and apparently very reasonable and considerate response. I will write again, when I know for sure how it all actually turns out. read more

I requested service for my new location a week and half ago and my bin still haven't been delivered. I called Wednesday when they were supposed to be delivered and was told that they were already delivered . Then I was told that they will try to deliver again Friday on garbage day but here we are Saturday and still no delivery. I'm really starting to regret dealing with Waste management read more

Waste management has terrible customer service. Trash was skipped on p/u day. Called them at 3:30 and the office was closed. Next day was told trash wasn't out on time( was at the curb the night before) was told the trucks were out of the area. Oh well you will just have to wait for your next p/u day. Not only do they charge more than anyone else. They just don't care. Getting rid of waste management. So should everyone else. read more

The way this company treats customers is terrible. I called to cancel my service since I was paying $70/quarter more than another local company. 1.) When I called to cancel service I was asked "why didn't you call us sooner - we would have lowered your payment?" So your business model is seeing how much your customers are willing to pay? 2.) I was charged $75 for WM to come and pick up my garbage toter. This is a terrible way to treat a customer - especially since I have been paying very high charges for many years. I hope I never have to pay another dime to this company. read more

Never picked up my large trash the day that everyone elses was picked up. They have a contract with the Town and gave me lip service on why they didn't pick my trash up. Not over 100 pounds and not as many items as several others down the same street. This is why I canceled my service with them. read more

I contacted Waste Management yesterday morning to discuss their recent rate increase. I spoke with someone named Tee. She was unwilling to help me so I asked to speak with her supervisor. She told me she had two supervisors, and that both were in a meeting, but someone would call me back. I haven't heard back from anyone. You would think that WM would have better customer service & that they would want to retain a long time customer who has always paid on time. I have news for WM - we have other options, cheaper options, besides you in our neighborhood. Your customer service is trash and I plan to throw your company to the curb and switch to a competitor. read more

Can't wait to drop the commercial service that we have with WM! Every year they increase our rate despite to elusive "agreement" that we are supposedly in. When I call to see what can be done I'm transferred multiple times before being connected to some rude pushy sales person. Will never do business with them again! read more

DO NOT USE THIS COMPANY! They charged me after I cancelled service, they over charged me for months, when I told them I would switch companies they offered me a discount that only lasted one cycle and the bill kept creeping up each cycle. I cancelled service and I'm STILL receiving bills saying that because they charge in advance I owe for a month I DIDNT use them. On top of that they keep adding fees to that "prorated" bill. This company is a scam, there are way too many reputable companies to choose from. I will never use them again. read more

Why do your drivers ignore trash and pretend it was not curb side . Three calls later the garbage has been curbside since Sunday. Our pickup day is Monday. No one from dispatch has bothered to call or send a truck. Service is certainly substandard. And COVID is not taking the blame for this. Think twice before you use waste management for garbage disposal services. read more

Their website said delayed by a day due to the weather. They showed up, my garbage wasn't out. I called when they were still on my street. They wouldn't come back to get my trash. They told me not to put it out!!!!! Nasty customer service too! We are not coming back, she said. Terrible service all around! read more

Stay away from WM. Horrible customer service. Company is so large you can't speak to anyone except the minimum wage employees in their call center in AZ, and they frankly don't give a crap what your problem is. Did I mention that WM is nearly 3 times more expensive than other local haulers? Their drivers seem miserable. Ours literally tosses the plastic recycling bins up the driveway. They are now cracked and falling apart. He also leaves the 96 gal tote in the middle of our driveway (down by the street). The drivers we've had over the years show no pride in their work. If a can falls out of the recycling, they just leave it on the ground. read more

We are very unhappy. After 14 years of being a customer they are treating us very unfairly. When we finally get through to a person they seem not to care about what they say or the service. We will definitely find some other company once our contract is over. They would not let us cancel. read more

This company is full of criminals. I am quite upset, as I had ordered service for my parents, who are retired senior-citizens. When I contacted them to cancel a few weeks in advance, they were helpful, but left out many important details. The person I spoke with on the phone responded to my question about a refund -- I had prepaid for 3 months. She said that yes, it would be prorated, and I would receive a refund. After waiting for a refund for the unused time, which I was later told would be $52.18, I contacted WM again and received a short and rude email back with my name spelled incorrectly, as usual! Here is their response on July 23, 2015: "Thank you for contacting Waste Management. WM no longer issues refunds when an account is canceled during a prepaid service period. However, we do show a duplicate payment was made on 6/27/15 and have submitted a reversal in the amount of $98.46. All other prepaid amounts will be forfeited." So, I had accidentally paid twice for the three-month period. At least I received that back. But, I called and complained and was promised a call back...no such call yet. Basically, you are expected to pay for three months at a time, then are punished for paying your bills on time! Waste Management, you still owe me $52.18! read more

Man, what is up with garbage companies in this state? They are all the biggest jerks! I went with this place because the other one was so horrible and these people are just as bad. They took forever to drop off our new garbage dumpster when we moved here, like 2 months to drop it off. Even longer for the recycle bin. Now they totally plowed over our mailbox, destroying it. Then when I called to tell them that they did this and I wanted it replaced, the lady was instantly rude and had a total attitude. The first guy I talked to said oh yeah this happens a lot and the truck is so big that they rarely hear that they did it. She insisted that there was no way that their guys would ever do such a thing, let alone not report it. They came to get the garbage this morning and then immediately after the mailbox was knocked right off of it's post, the post was destroyed and the dumpster was just thrown onto the driveway on it's side. Yet she tried to tell me that it was probably some other garbage company working in the area, not them. Are you kidding me? I am dying so I cannot walk outside to go look at the mailbox to give her the details she was asking for. My husband would have to do it and he works until really late at night. So now we have no way to get our mail until next week because she said she can't even discuss it further until my husband looks at it and calls her back. so we will have no way to get mail all weekend. Don't use these people! read more

This company regularly fails to pick up my garbage. That's bad enough. However, lately they have gotten even worse. Last week they didn't pick up my garbage. I have called every day since pick up day. Every time I have called a representative has told me that they will come out to get the trash that day. It has been a week and still my trash hasn't been picked up. This, despite having rancid food and diapers, which I have told them about. Its truly unbelievable to me how a company can be so derelict in their duties to simply do the work I am paying them to perform. I don't get it. read more

Waste Management in Rochester is horrible. I have tried to resolve issue after issue and have received no help. When I requested to talk to the area manager they put me on hold for 20 minutes and no one picked up. The final straw was there guys threw my can off in my lawn and refused to take card board even though I broke it down and bound it. read more

As a customer of Waste Management for over 10 years, I've canceled my service effective at the end of this month after watching a serious deterioration in the company's billing system and its ability to value customer relations. We pay our Waste Management bill annually, which provides a modest discount but opens the door to significant problems when their billing goes haywire. In 2014, our Waste Management online account was corrupted, requiring a senior customer service representative to arrange to delete the account so it could be re-registered. Instructions to set up autopay on the account for our 2014 invoice vanished and we discovered this after the company billed us a late fee and a service resume fee amounting to over $50. Unless you watch your account like a hawk, you will have no idea there is a problem until the next invoice in generated, which now also serves as a past due invoice with other fees attached. We escalated our complaint all the way up Waste Management's customer service chain, at which point we were assured the fees were waived and everything was fixed for 2015. We even had an account specialist call us to verify everything was ready for payment of next year's bill. Except it wasn't. We became suspicious at the end of August when the $335 a year we pay Waste Management did not come out of our checking account and sure enough, in September the company failed to deduct the owed amount, billed us more late fees and another resume service fee (despite the fact our service was never interrupted.) Here is where would-be customers of Waste Management need to pay careful attention. Waste Management has a policy of only crediting ancillary fees ONCE per account lifetime, regardless of who is at fault. In response to a BBB complaint, the company claims they cannot find any evidence we set up autopay on our account (yet also claims they cannot investigate that as it is handled by a third party company we have to call ourselves). Forget about the call you got last year confirming all was well, if Waste Management says it isn't, their word is the only one that matters. In the end, Waste Management had a choice of doing the right thing and preserving an account that has given them 10 years of loyalty and years more in the future -or- $50 in fees, but not both. They chose the $50. We scheduled to cancel our account today, and that is just fine with them. That should give a pause to any consumer. It shouldn't be fine with them. When a company values $50 in fees over a customer they are willing to alienate to get it, that is all you should need to take your business somewhere else. We had to lose $50 to learn this lesson, but you get to take advantage of our misfortune and learn it for free. Make sure you comparison shop and take into account they bill at least $60 a year in "fuel" and "environmental" service fees, which are increasing another 1% effective 12/5/2015. Those fees, among others, are not reflected in your quoted service price. read more

This company is terrible!!! i had been paying online for several years and in March got a receipt for my online payment. In April they insisted they didn't get it and claimed my bank was at fault. I told them to cancel the service. They wouldn't unless I called an 800 number during working hours. I called. They then told me all was cancelled. Next, they wouldn't pick up the toter! Two more 800 calls and finally they pickup it up! Today June 27 I get a bill for July and August WITH A LATE FEE! They haven't picked up a thing since the last week of April. I call again-have to call during working hours!!! I have already called the BBB about WM and if no action, then I will 1) call some local TV station and 2) call my local elected officials! read more

Hoping to have a more positive experience. Changed garbage companies. Getting signed up was seamless. Price was comparable. They came and took my garbage as promised! Choice One was horrible. read more

By far the WORST trash company I have ever dealt with. I had Republic Waste for 20+ years, never once had an issue (which is hard to believe itself). Moved and forced to switch to Waste Management, and have had MULTIPLE issues in less than a years' time. From them missing pick ups (literally went 3 weeks between a pick up) to knocking over our cans (and then subsequently NOT picking up the trash that spilled out). This unfortunate unspoken agreement between trash companies to not serve in each other's areas is a great disservice to the public. An independent company would have to charge double to service my address since they have no other clients in my area due to this stupid unspoken "rule". Waste Management is exactly what their name says --- an absolute WASTE! And of course management always says "oh my -- we'll make sure to address this with your route driver" and well.... here i am, driven to finally give this crappy review (not that this will change anything either). An absolute JOKE of a company that the ownership should be ashamed of (but they keep lining their pockets, so screw me, right??). I'd be embarrassed to say if I was a part of the WM management crew. read more

I discontinued commercial service. Overall the service was fine but doing comparison shopping after WM kept increasing the price and surcharges, I found equal service at less than half the price. I was shocked that in the fine print of my service agreement that WM had the right to charge me $216 to remove my 6 toters from the premises. After several phone calls they agreed to reduce it to $113.00. I would advise small businesses to shop for a better deal with a local hauler and read the fine print. read more

Waste management in LANCASTER/Depew is unreal. At least once a month EVERY MONTH, they take 1 out of 2 of my garbage containers. There's never any reason for it. I call for 4 days, every time before they actually come back to get the rest. If my garbage wasn't included in my taxes, I'd try to find someone else. read more

Currently 20 below here in Rochester NY other residential garbage companies have called in there trucks and employees, not waste management. They do not care that their drivers or helpers are out in these extreme cold conditions. Trucks are breaking down, getting stuck and they have no heat in them. Live near one of the landfills found out they are closing earlier but the drivers and helpers on the trucks have to keep working. Piss poor of management who are sitting in their heated offices allowing this to continue. Just changed service for my residence due to this and got a much much better rate with another company and new company has much better reviews. Management can follow a truck around to watch if employees are doing their job correcting but god forbid they get out of their truck to assist in these extreme conditions. Very disappointed and disgusted. Corporate always talking about safety safety safety well I call BS on that. This is a perfect example. read more

i have had waste management for years. recently i had extra large items to pick up had to call they forgot them had to call and have them come back and had no problem with paying extraor the fac they forgot the first time i was not mad just wanted it gone. on november 21, i called and asked how many bags of leaves i could put out without being charged per week as i was putting them out on my next garbage day . she was kind and said 6 bags after i had to give her all of my information so she knew where i lived etc. . on friday (garbage day) that week they took my recycle and trash and left my leaves!!!!!! i called he said i needed to call and order the leaves to be picked up?????? really do you think she could have mentioned this when i called 3 days earlier??? oh by the way this would be the first year that i had to do this also. i asked to speak to the manager and after 10 minutes on hold i got the same answer as customer service. i have to call and tell them my leaves need picking up. hmmm interesting. i felt the worker may have gotten scolded from last time he did not do what he was supposed to. either way i cancelled my service then and there and will never do business with them again.....ever... bad business and bad practices. they told me this is not new......i beg to differ being i have lived here for 18 years and never called each week to have them take 6 bags at a time. some times the number varies but not the calling. either way they should have taken them, i had called and i have it in my phone as a record!!!!!!!!!!!!!!!!!!! i had a house full of people at the time and they al could not believe the way they were talking to me and that they would not take care of it wow!!!! read more

If I could give this company no stars I would. Waste Management in Rochester (Irondequoit to be exact) is horrible. I should have changed companies long ago. I had complained about the workers not picking up my brush numerous times. I was told to bundle, which I did, each time it was still there when I got home. The Customer Service Reps are just rude and don't care. I spoke with a Supervisor and he argued with me for 5 minutes about how I need to follow what the policy says regarding bundling the brush etc. I explained that they were all under 3ft long and bundled correctly. I am a 5'3 woman, weighing about 120. If I can pick up a bundle that size with no problem, their guys should be able to as well. If you don't break down boxes completely..they will not take them, period. Needless to say, I finally ended up cancelling my service with them. I will never go back and I will make sure to pass the word on to my neighbors. Waste Management is the most expensive...they say you get what you pay for..not true at all in this case..with Waste Management, you pay a high price for horrible service. read more