There is NO customer service with this company only total frustration and incompetence. My summary: Call back requests didn't happen; Asking for customer assistance amounted to 4 days of repeated calling & waiting for a total of 90 minutes; Negotiating a reduction-totally ignored; And then upon cancellation of their services-Waste Management charged my credit card which then warranted a credit card dispute! Houston you have a problem! James C Fish, Jr., do you even care about how poorly your company treats its customers? read more

Spent hours on the phone, website and chat. The service has been horrible and they make it impossible to cancel service. There is no way to cancel directly online. As a long term customer I can say the service has degraded while the rates have increased way beyond their competition. Spent over two and counting on my week off today seaking a resolution to this issue read more

Waste Management pricing is nothing less than criminal. Looking back over 7 years my quarterly bill jumped an average $20 for each bill. On top of that, they have their fuel surcharge. Last bill was $368 for regular household trash pickup. Had enough! Switched agencies. Now they are charging me $75 a piece to pick up their containers! CROOKS! read more

I have been a customer since 2001, for both commercial and residential. I'm currently paying over $280 every quarter for just residential service ($1120+ per year). They went from weekly recycling pickup to biweekly, back to weekly, then to biweekly again. Except that they keep rescheduling. And then not showing up. Or show up earlier than their stated window. Worse, will claim that my containers were not out when they were. I was on auto-pay so didn't even notice the gradual increases over the years, which was stupid of me. Looking for a new service and most are offering weekly pickup of both trash & recycling at much more reduced rate. If only I can cancel online. read more

Company was supposed to pick up trash one day letter after holiday . Called 3 times and was told hey would be coming and or rescheduled. Today is Saturday Sept 7 and no pick up . They lie to you on the phone and the automated system said he trash was picked up . When you are a monopoly, you have no choice but now m6 location is getting a better choice so I'm going with them . To be honest. I'm the one house on the street they may not want to be bothered Colin up . Short trip . Tired of being patronized by he overly kind rep . Plus they are more expensive than the company I'm now going with .my trash can has been sitting for 4 days and we have bears read more

UPDATE- BUYER BEWARE. WM service is no longer reliable, with daily rescheduling that can stretch over weeks. (Imagine hauling your trash down a long driveway to the curb, day after day, an app that gives faulty pickup information... ) As yet I have been unable to cancel my account. This can not be done on their website, through their app, by email or with the so-called "Live Chat." It must be done on the phone, live, with an agent. I have spent 16 hours on phone hold over 3 days- still no luck. After hours-long holds I have reached two live agents and each one told me they were not on the team that handles cancellations (but happily took complaints.) When I requested the number for service cancellations I was informed it is an internal number. As I write this review I am still on hold- into hour 7 for the day. Wish me luck, and save yourself the aggravation- go with any other company. read more

I figured out that other garbage services do not charge as much as Waste Management. It's time to renew and got quoted a bigger can and recycling pick up EVERY WEEK from Royal Carting for HALF the price Waste Management is trying to bill me. 890 dollars for a year with Waste Management why?!? It's 450 per year else where and at a company that picks up recycles EVERY WEEK. So save your money. Now I've been calling for 2 days trying to get someone on the phone so I can cancel with no luck. The chat bot tells me I have to call. The drivers are alright I must say. When they knock my cans over they will usually pick the garbage off my lawn. read more

I have had waste management for trash pickup for about 2 years now. I've never had a more horrible experience with any other business in my life!! Not only are they expensive they unprofessional in every way you can imagine. I put my cans out 4:30pm the day before pickup they were not emptied, stating my cans were not out. I tried calling 8 times in one day I was on hold twice for almost an hour than disconnected. Awful way to conduct a business. I'm truly disgusted!' read more

Waste management is a disaster. They are too expensive, unreliable, leave containers strewn about, sometimes don't even pick up the trash, and this week I needed an extra pickup because bears knocked down my trash and the garbage men took only 25% of my trash (what was left in the bin and not on the driveway). They said "ok we'll come in two days", then called to say "no actually 5 days". We're BURIED IN TRASH!!! Stay far away from this company. read more

This is the Waste Management office with whom I have dealt for my local trash pickup. I have no idea whether or not they manage the local resources or whether they are managed by someone, someplace, higher up, but it certainly doesn't feel like they've been managed well. The folks in the office are at least professional and polite, but they're also not the people who actually pick up my trash. Especially over the past 12 months, there's been a real consistency problem. For a company that's supposedly so big, it seemed really strange to me that they went backwards in technology, abandoning the truck with the mechanical arm for one where guys still have to get out of the truck and empty the bins manually. Frequently, they just roll the bins back haphazardly, sometimes letting them tip over (great when it rains), and sometimes they left them in the road. About 4 months ago, i was told they would be switching my pickup from Mondays to Fridays "to increase efficiency." I haven't figured out where that increased efficiency is, because more often than not, they weren't picking up my trash on Fridays - very often they still weren't coming around until Monday. Each time I called the office, I was told they were still adjusting to the new delivery schedule and this sort of thing wouldn't be happening "much more often." So I guess 4 months isn't yet "much more often." They were at least professional in processing my request to terminate my service with them. read more

I had a small area to be cleaned so I purchased a Bagster. After filling it I made an appointment for it to be picked up and was informed it would be 1to 3 days. After seven days I called and was promised pickup the next day...no pickup. Same thing happened again with same outcome. I finally cancelled the service. WM misled me,lied to me and then were more than happy to cancel! read more

I am VERY disgusted with Waste Management. Because they changed their recycling pick-up to every other week, I have had to change trash companies. I wasn't happy about it, but since they say that they don't charge for recycling,, it's their prerogative to pick it up as they see fit. That's not the problem. The problem is that not only do they REFUSE TO REFUND the part of my 3-month-ahead payment that I won't be using they will also be CHARGING ME $100 TO PICK UP THEIR CANS! Would I recommend them? Never! Recommend against them? You bet! read more

REALLY REALLY BAD CUSTOMER SERVICE. I'm a new customer as of 5 days ago, and I'm ready to cancel. WM acknowledged my payment immediately, but took two days to acknowledge that I had set up an account. The "welcome" email provided absolutely no information. How about letting me know when we would receive our new bins? I went to their website, and finally found that our bins were supposed to be delivered 2 days ago. I tried to ask a question to the chat bot (hey, maybe there's an update?) It looks like I have an account online, but the chat bot can't find me. When I called customer service (closed on Saturdays? Seriously?), the automated system said I didn't have an account despite my entering our account number (you know, the one that is indicated on my account online). When I tried to select another option, the automated phone service said "Goodbye". 1. the chat bot on the site is completely useless. 2. you have to hunt on the website to find information. 3. no customer service on the weekend 4. they seem to have an issue with syncing new customers to an actual account and actual garbage service Guys, it's 2020. It's really not that hard to provide a good experience to new customers so they don't feel compelled to warn others not to use your business. read more

Let me start by saying that I was a Waste Management customer for over 20 years. I never really thought about switching (despite recycling only being picked up every other week) until my rates were jacked up this year. I called another company and was quoted a fraction of what I'm being charged. When I called WM customer service to cancel they offered to beat the rate. To me this means I have been grossly overcharged for years. My bad for not calling and threatening to leave sooner -but seriously, this is how you treat long time customers? What put me over the edge and made me go with the slightly more expensive vendor - the customer service rep was snarky and rude: "I guess it was easier to call another vendor than to call us". Again, I acknowledged that I should have called years ago - but still I might have reconsidered staying if this woman had not been so incredibly rude. read more

This company has picked up my trash and recycing maybe 5 times all winter. They say my road is too dangerous for their trucks.It amazes me that these people can not make an extra trip to pick the stuuff up. Right now my recycling container is full and so is my trash container. I am not due for a pickup until Friday. Dealing with this company has been a nightmare. If you want reliable service DO NOT CALL waste management read more

Don't waste your money. Horrible customer service if you can ever contact them. No way to cancel your account. Was charged for two months service I did not receive. This company is a complete scam. They will start you at one price and increase it each month without notification. The cans were always left laying in the middle of the highway. They came at different times every week. Complete scam. read more

I had waste management for aver 5 years. When I first had them it was general waste and recycling weekly. Then it switched to recycling every other week with no change in price. Then the prices increased beyond other comparable companies. I finally switched to a competitor and now get weekly pickup for recycling and general waste for a slightly lower price. Also when I ended my service they took over 2 months to collect their waste bins. I would call constantly and put the buns by the roadside several times at their request and they were repeatedly not collected. Then I got hassled for not returning the bins before I had to speak with someone to explain they were finally picked up. When I ended my service I got billed for service longer than I used them and had no recourse for arguing they discrepancy. Then I got a bill 3 months after I terminated service that I had to call again to speak with someone. read more

Dear god! The absolute worst! If you actually want your trash picked up, as per their contractual duty, DONT DO BUSINESS WITH THEM! If there is so much as a snowflake on the road, they don't collect, they don't refund for missing the pickup, and you have to go through many layers to actually contact them. I cannot overemphasize what a very poor job they do. read more

More often than not, Waste Management drivers LIE and claim our cans are not out so they can get away with not picking up our garbage. I have to call every other week, and managers can't accomplish anything. Horrible drivers, horrible company. read more

The best thing that I did this year was to get rid of Waste Management at my home and my business there customer service SUCKS and there management are scumbags If you are in the Poughkeepsie area please use Royal Carting read more

Waste Management is the worst. We have been with them for 17 years and in the past 4 months the driver has gone down the road and on his way back he has gone right past our house and left our garbage. Each time we have called and we get the same answer "we put in a ticket so they can come back." coming back means another week. What kind of business is this? Why do we pay these people. Then you tell them that you need to speak to someone higher and they tell you that they are not able to connect you to a supervisor because they are working from home. read more

Just got rid of waste management and got Welsh. WM went from weekly recycling pick up to every other week -and you're still paying for weekly pick up. They charge $75 to not renew service which is outrageous , their customer service is incompetent and nasty. My containers were dropped in the middle of the street each week. Garbage everywhere. They are awful. No problems with Welsh! read more

Absolutely the worst service and even worse customer service - they suck don't use them.

I really struggle even giving this company a 1 star rating. My experience with Waste Management has been an absolute debacle, and has been one of the poorest displays of business organization, coordination, communication, and overall practice. I signed up for service 3 weeks ago, and fees were paid immediately to begin service. First pick up was scheduled for 8/3, container delivery for 8/11. 8/3 truck drives by house, I call and am told by operator that it's not my truck; 5:00 still no truck and another phone called made. I was guaranteed to have trash picked up by noon Friday. Schlepped trash back and forth to road each day because I live in Mountains, and trash never picked up. Friday call again and am told they won't promise pick up before next scheduled date on following Wednesday. Today, Wednesday, trash was not picked up. 2 phone calls made. First phone call was followed up with email stating that trash had been picked up per dispatch. !0 minutes later, daughter texts me pictures of trash at end of driveway. 2nd call, was offered 2 weeks refund for missed pick up, and next available pick up. When I made it clear that was not acceptable, I was told "it's only been 2 weeks". Service has been terminated before I even had my tash picked up the first time. Unbelievable! read more

WORST Company and a "Waste" of money esp since there is so much competition you can get more for your money elsewhere. They have missed pick up more times this month that getting it right! We called to complain since our trash cans are full and they said we don't charge for recycling. SERIOUSLY so where does my $80+ dollars go towards? So its now a courtesy and you can opt to pick up when you want??? Now if this was the first time i would have just let it slide but its been a CONTINUAL issue. We were so upset by the lack of customer service we told the girl well we will be canceling she said OK! We called around found a price thats $18 less and called back to cancel at which time the guy said oh can i offer you a 10% discount this month to keep you?? REALLY, no! We will save more than that per month going elsewhere. read more

Horrible service all around. We wanted to use Waste Management because we were able to set it up online and pay upfront for a full year. What we didn't know was their shifty hidden charges they decide to spring on you, not tell you about, then charge interest on. We paid for a year of garbage and recycling up front. We had a bulky item and requested a pick-up from them and they charged us $40 for it (not too crazy we knew it would be an extra fee). They then stopped service completely until we made the payment. My partner and I had both assumed the other had paid the fee and it fell through the cracks for about 2 weeks. We had already given this company over $500 for 12 months of service only to have our service shut off with out notice. When we called we paid immediately, not only were they beyond rude but they actually tried charging us another fee to begin receiving the service again (the service we already paid for). We told them we had no problem taking our service elsewhere to which they replied (threatened) that we wouldn't get our money back for 8 to 10 weeks. After over an hour on the phone they reluctantly waived the fee. Everything was okay for about 2 months after that until they stopped picking up our recycling and we had to call back. Their claim was that they only pick up recycling every other week, which is fine but that hasn't been the case for the first 6 months of our service. While they had us on the phone they felt compelled to tell us about a fee they wanted to charge us. It was the fee they waived for us last time and decided they wanted to charge us. After about 2 hours on the phone being as pleasant as possible to someone who was highly intolerable we hung up deciding to cut our losses and go with another company. Stay away from this company. If the hidden fees and shady practices don't already make it apparent that it's terrible the customer service sure will. read more

Waste Management has devolved into a minimal service, maximum cost to the client, type business. Only a few short years ago this company had some of the best over-the-phone service you could find in ANY business, but this is certainly NOT the case today. Their service has never been great, and they've always been significantly more expensive than their competitors, and now they must have enough business to treat customers with little or no regard. When we switched to paperless billing, we went extended periods without any account update. It turned out that a bill was over 15 days overdue, so I immediately paid it. Unlike almost EVERY other service company, card payments aren't even noted on your account until a 3 business day clearance. This seems very 1980's for me, other companies note that a payment has been made and is being processed. Since Waste Management does NOT do this, they took my cans later that week and cut off service. This is not only after I paid the bill in full, but having paid for future service (1 month) as well. Worse yet, when I called to inquire about why my cans were taken even though my bill was paid in full and into the future, I was (nastily) told that I would have to call back after the "payment had cleared" (3-5 business days, she said) I told her a payment had been made, but she said I would have to call back. I told her to note the account that when the payment goes through to automatically resume service. I got an email from WM saying my payment was received. I assumed my cans would be back, but another week later (and stinky garbage) no cans. I called, told them that they're system was archaic and outdated, and that I think I'm looking to go elsewhere. Paying your bill into the future, for me, alone should imply that you want your service continued. She said I needed to call to "re-establish" service. A third call they want. But they'll take your money for a month in which they aren't prepared to service you. When I asked for a refund of my payment for the next month, I was told I should get it back in 8-10 weeks. EIGHT TO TEN WEEKS. It took them 15 days to shut off my service, 16 days to take payment in full and beyond, but it takes them 8-10 weeks to give you back money they had no business accepting in the first place, if they need me to help them administrate my account. Unlike the past, no one on the phone was nice anymore, and that was linchpin. Why am I paying almost double to be treated so poorly? Not to mention the absolute sloppiness with the actual garbage pick-up, I was constantly picking up garbage off the road and front yard on garbage day. And one further note: WM charges an environmental fee of around 10 bucks a month. The competitors do not, and upon some due research, you will find that this fee is contrived and does not involve WM doing anything extra with regards to the "environment". I'm sure that they have a scripted excuse for this charge, of course, but it would seem that they're doing nothing at all but appealing to our concerns for the environment and capitalizing on it. In my view, you can't do worse than Waste Management, I would rather stink up my car driving to the dump than give this company any more business. read more

Mike M. What happened to waste management. Used to have great phone contact for schedule changes and if payments were missed. Now nothing. Changing our service. read more