Waste Management Avis 1 675

Do not recommend this trash service! They don’t pick up trash like the schedule says! They have altogether not picked up our trash 10-12 time since using them since 2021. I had a not on my bin once for “having it too full” because they didn’t pick it up.

Absolutely do NOT go near this company they couldn't organise a P**s up in a Brewery, totally conned me out of money and I'm a small business. They couldn't care less.

Impossible to even set up service: waited on the line for 15 minutes talked to one human who instantly transferred me and never got to talk to a human again. The trash truck drivers are incredibly picky about how closed the lid of the trashcan is. but due to the terrible account set up I won't even be getting trash picked up again.

This company tripled its rates and offered no more service, then charged for a whole month when I cancelled. I would not recommend them to anyone, ever!!!

Our garbage was not picked up a couple weeks ago. We spent a week calling multiple times only to be left on hold or have an automated system tell us an error occurred and try calling again later. When we finally reached an actual human they said our garbage wasn't picked up for a missed payment, even though we had set up auto pay. Anyways, for the sake of resolving the matter we scheduled a payment. Garbage day rolls by again and no pickup. And we are back to square one of not being able to reach a human being. Luckily, we've already contacted our last garbage company and signed up with them again. Just hoping WM doesn't decide to start up that autopay 😩

First of all, we use the 1 yard size dumpster for our building...it's definitely big enough for us.
The problem is that over the past 3 or so months, the dumpster has not been serviced properly. Some lazy guy jumps out of their truck, and grabs only a bag out of the dumpster. Then he runs off back to the truck. Look, the service is not cheap. They are obliged to take the dumpster to the truck and empty it out completely. Leaving trash in it is absolutely not what they are being paid to do, and it is unsanitary. The BBB needs to hear this as well. This is Oakland, Calif 94609 reporting.

This is the worst bin company I have ever dealt with. I have been repeatedly charged for a bin that was never delivered, or was delivered to the wrong location, after which I was told to go and locate it myself. Collections are consistently late or do not happen at all.

Customer service is extremely poor. It is impossible to speak to anyone directly by phone, and despite being told that issues will be “chased up,” no follow-up or resolution ever occurs.

Despite the lack of service provided, payments are still demanded, and I have been threatened with debt collection for services I have not received. This level of unprofessionalism is unacceptable.

I strongly advise against wasting your time or money with this company. If you are looking for unreliable service, no communication, and the risk of being pursued for payment without receiving what you have paid for, then this is the company to choose — otherwise, avoid entirely.

Have to switch to a different provider. I have them for 5 years . Fee started at $ 17 per month until i saw my account they charged as $35 to #36 already. I have looked at other options. Oh boy did not know that there are a lot better service provider in our area and charge us less. We are paying $23 per month now. Have to close my account with them. I prepaid everything. Last bill due on 02/01/26 $35 something. I paid 01/06/26. Had to pay $84 something to pull their tote? .Paid it same day 01/16/26. On january 22, 2026 they charge me again for the $35. Called customer service and of course takes forever to talk to actual person. I told them that the empty tote is waiting upfront for 2 weeks now and no one picks up. Kind of like a sore eye that its in the front for the entire time. Also asked for the double charge. lady told me the schedule dates pick up is the 5th day after closure ( kind of vague to me). I called the 4th of Feb and its already the 6th. She said I will be refunded with the over charge when the tote is picked. Lets see and I will update when i get the refund.

Apparently, I have 2 things in common with several other reviewers. One, I have written very few reviews--and those were to praise restaurants on vacation. Two, if I could give negative stars, I would. After years of overpaying (my fault completely) I decided to cancel my service (after 10-15 years), as I found another provider at one third the cost. I probably should have known to do this earlier, as most of the WM cans on my street have been replaced with other providers' over the last 1-2 years. My bad. Anyway, the cancellation policy is unnecessarily cumbersome. After negotiating the difficult website to find the Cancel Service section, I expressed what I wanted on 1/26/26. I informed WM that I would pay the outstanding bill (through 1/31/26) and I did on 1/26. My last scheduled (paid for) pick up was 1/30, and I asked that the account be closed on 1/31. What followed on 1/26 were 5 different "Action required " emails requesting my forwarding address, service requirements at my new address, the name of the account holder (huh?), the reason for my cancellation, and most importantly, to let me know that there would be a $75 removal fee for the cans. This tidbit was in 2 of the 5 emails. The last email let me know that the cans would be retrieved on 1/30 or up to 5 days later. Fine. The cans were emptied on 1/30 but not picked up. On 2/3 I received 2 instantaneous emails from WM, the first one referencing my case number which suggested I contact WM AGAIN to "reschedule my toter pickup" (in my mind this had already been scheduled for 1/30 or 5 days later-as stated above) The second email simply stated "Your all set", yet not referencing what indeed was "all set" As it turns out, nothing was. I began a chat on the WM website inquiring to the pickup date of the cans. I was informed that an attempt was made on 1/30 but the cans were "unavailable". I let the agent know this was not accurate, informing them that the cans were emptied, and left on the street, where they still were at the time of the chat. They apologized and rescheduled for 2/6 (or up to the obligatory 5 days later). I asked them about the $75 fee and if they could waive it, since they were already going to be on my street and they were WM's cans. They said did not have the authority to waive the fee (almost believable) and gave me a number to call, which I did. The rep this time informed me that the fee was mandatory. I resigned myself to pay the final bill when it came. And boy did it come. Today. 2/5. $75 removal fee, an "Energy surcharge" and an administrative fee as well. The bill is $98+. The cans are still on the street. This process has been horrible. More difficult and inane even than settling my mother’s estate, which involved producing death certificates to service providers to prove that she was dead. At least there was a fraud concern there. Here we have customer unfriendly behavior and pricing/fees which border on usury. I think I can get better VIG from a bookie. There’s an old saying in business— “It’s OK to be a pig, just don’t be a hog.” WM apparently is not familiar with that little ditty. I am hopeful that WM enjoys the last 98$ they will ever get from me. Oink, oink.

Absolute nightmare of a company. Raised rates. Tried to cancel. Took weeks for them to finally show up to pick up their totes. They make you pay them tons of money just to break away from their horrible company. The people who work in customer service are a joke, they know how awful the company is, I feel terrible for them that they have to work for such a bad business. Months after cancelling I'm still getting bills from them like I owe them money.

WM operates using unfair and predatory billing practices that appear designed to trap customers and punish them for trying to leave.

Over five years, our commercial dumpster service increased from $78.76/month to $181.48 for the exact same service, while reliability declined. We dealt with missed pickups, repeated billing errors (including being charged for another business’s container despite photo evidence), and hours lost to ineffective customer service.

When WM issued a price increase that required consent, we exercised our contractual right to terminate. WM then delayed removing their container for over seven weeks, despite their own contract requiring removal within days. During that delay, they continued billing, added late fees, and issued a “final” invoice including a $325 removal fee plus surcharges.

WM claims container removal is an “additional service.” It is not. Removal after termination is their contractual obligation. These charges only exist because WM failed to act on time.

Their responses were boilerplate and refused to address missed deadlines or post-termination billing. This appears to be a systemic, bad-faith business model.

Strongly recommend using smaller, local providers instead. They are more transparent, more affordable, and far more ethical.

I would put 0 stars if I could. What I nightmare company. I’ve never experienced such bad service and customer service. And it’s impossible to get a hold of anyone. We’re going on 3 weeks of no trash pickup. Now that I’m fed up, I can’t even cancel… been trying for days!

I have had this service for about 6 months. During that time they haven't picked up 4 times. The first time they said my container wasn't out it was, but i let it slide. The second time they said bad weather but it was a beautiful warm, sunny day. The next time they said bad weather it was againa beautiful day. Thd next time bad weather. This time there WAS bad weather. Any other place I've ever dealt with schedules a pick before my next scheduled pick up. It took ages to get to talk to a real person because it kept trying to keep me in a loop with computers/ AI. When I asked why I am not getting a credit for the weeks they don't pick up I was told "it's policy". When I canceled they were going to charge me a $75 cancelation fee because "it's policy". I spent about 2 hours on the phone with various people asking why I have to pay $75 because of their crappy service, before they finally waived the fee.

BEWARE- they will have a USA company charge you $2.75 on top your pick up fee and call it a "convenice fee". Convenice for whom?? DO NOT USE THEM CALL A CANADIAN COMPANY TO PICK UP YOUR BAG.

When it snows, WM skips picking up the trash for a week although the road is all clear. Today, I cancelled their service, but I was charged $85.86 for 'energy' and "picking up the trash bin" fee. They are crooks and lazy.

WM is incapable of collecting recycling because area is "inaccessible "when the trash can sitting right next to it was collected-clearly accessible. Collecting recycling only once a month when I'm paying for twice a month and then not deducting from bill is poor business practice. Lying from WM customer service is also an issue apparently. No wonder so many neighbors are switching companies. I will be doing the same.

Dear Waste Management,

I am writing to formally document prior communications and outreach related to my account for (Account #xxxx), including statements made to me during my phone call with a Waste Management representative on January 23, 2026.

On December 24, 2025, a Waste Management driver took a photograph of the dumpster at the above location.

On December 29, 2025 at 10:13 AM, I received a phone call in which the caller ID stated “Waste Management” (540-208-4276) regarding concerns with the dumpster. During that call, I stated that I did not believe the dumpster was overfilled, though I was not on-site that day. No additional details were provided during that conversation, such as the possibility of extra fees.

Following that call on December 29, 2025, I spoke with my associates, all of whom confirmed the dumpster was not overfilled and that the lids were able to close. At 1:31 PM the same day, I received an email from Waste Management titled “Heads Up; One or more containers were filled incorrectly,” which included an overage charge of $225 (amounting to more than 2.5 times our normal monthly rate) and an unclear photograph (Reference #xxx.

At 3:05 PM on December 29, 2025, I reviewed our security camera footage, which supports my associates’ statements that the dumpster was not overfilled; however, the footage shows that wind had blown the lids open prior to the garbage truck’s arrival.

At approximately 4:05 PM on December 29, 2025, I contacted the Waste Management associate who had called earlier (540-208-4276) and left a voicemail. In that voicemail, I requested information regarding our contract renewal date and stated that I was dissatisfied with the situation and would prefer to terminate services rather than renew the contract, requesting that this information be sent to me by email.

Please note that I received two emails on January 14, 2026 and January 15, 2026 regarding our regular monthly payment, neither of which included the $225 overage charge. This led me to believe that the overage charge had been disregarded, as I did not receive the requested follow-up, and that the fee would be waived, allowing me to continue the business relationship at that time.

On January 23, 2026, I received another email titled “Your invoice is now ready,” reflecting a balance of $344.83. That same day, at 12:38 PM, I again left a voicemail for the same associate. I also contacted Waste Management online and was provided the number 1-800-866-4460.

At 12:52 PM on January 23, 2026, I spoke with a Waste Management representative, Katelyn, at 1-800-866-4460. During that call, I reviewed the above timeline and reiterated my dissatisfaction and my intent to not continue our business relationship.

During this conversation, Ms. R stated to me, in her own words, that the associate who contacted me on December 29, 2025 was part of a “snapshot team” and did not have access to contract renewal information, and that as a result, my voicemail left for that associate on December 29, 2025 — despite being placed prior to January 1, 2026 and originating from a Waste Management phone number — would not be considered relevant or valid for purposes of contract notice.

The purpose of this email is to ensure that my prior outreach, voicemail notice, and the statements made during my January 23, 2026 phone call are accurately documented in the account record. At this time, I am not selecting any of the options outlined in your recent correspondence, as I understand I have 30 days to make a decision and to speak with my team.

In addition, based on the statements of my associates and review of our security camera footage, I do not agree with the overage charge assessed in Reference #xxxx and do not believe the container was overfilled at the time of service.

I would also like to note that, as a customer, I relied on communications received from a Waste Management phone number and was not aware of internal role limitations regarding which representatives are able to provide contract-related information.

Please confirm receipt of this email and that this information has been added to the account notes.

Sincerely,
Elizabeth

My options are to pay $1500 to end our contract, continue with the automatic renewed contract until April 2027 or re negotiate. Never in my life have I felt so robbed by a corporation. We are a small mechanic shop who thought we could trust a well known company. They are charging us $225 for a cardboard that was blown up by the wind. I submitted a picture of my own and video to support this.

If I could give Waste Management zero stars, I would. This company operates less like a utility provider and more like a high-stakes trap designed to bleed customers dry through a lack of transparency and bureaucratic stonewalling.

WM is notoriously opaque about their billing structure. They tack on "overage" charges without ever providing a clear, quantifiable definition of what constitutes one. Is it based on weight? A lid that’s open by a fraction of an inch? They won’t tell you. Their website gives a classic example of "corporate vagueness." It’s designed to give them total discretion to charge you whatever they want, whenever they want. By saying charges "may vary by area" and "can generate" a fee, they are effectively admitting there is no fixed price list or objective standard. It’s a "gotcha" policy. In our area, near Lafayette, Indiana, the overage charge is $225 for failing to close the lid (never mind that we are in a high wind area).

Cancelation is a nightmare. I spent over eight hours on the phone, including multiple times they hung up on me, before I could talk to someone willing to give me the outrageous ransom of $1,457 to cancel.

Ok. While I try to collect some money to pay it, will you at least stop charging me more? The dumpster is empty. I'm not using it. No, there is an undisclosed charge for moving the container. And we will continue to accrue more charges while it sits there empty because they still haven't canceled it.

Their "liquidated damages" clause is a trap designed to bleed you one last time before you go.

Best advice: don't start with Waste Management in the first place. You'll regret it!

~ Dr. David

This company is absolutely the worst. No customer service. They don't answer the phone. You can't add service, you can't move service and you can't ask a question. I have been on hold for hours and no one has come to the line. Horrible

Terrible company to deal with ,I will be getting rid of them ASAP and seeking legal advice , absolutely appalling company please avoid like the plague