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I called to have a sofa picked up about a month ago. They scheduled it for September 11, 2014 (yesterday). I called at 10:00 that morning to confirm, as it was raining and the sofa was in the middle of my driveway getting soaked. I was told they would be there that day. It continued raining and my sofa continued getting soaked. I called at 6:00 pm when no one had picked it up yet, and of course, the office was closed. I called again this morning and was told there was no record of a pick up scheduled! I told them that I confirmed the pickup was scheduled yesterday, and they said they had no record of my call (isn't that why they record our calls?). Anyway, after being persistent, I was told that they called me and left a message that they rescheduled for October 9th! My number is a cell phone which would let me know if someone called - no one did. And... someone told me yesterday morning that they would pick up my soaked sofa yesterday! I finally got Mike from the Western PA office on the phone. He said he was over customer service - doubtful, as he had absolutely NO customer service skills - he just kept talking over me and wouldn't listen to what I had to tell him - he said he already knew. He said that someone emailed me (note - not called me as the previous person said) that it was rescheduled. I am quite proficient with email, and no one emailed me - ever! He also said there was no record of my call yesterday morning confirming my pickup. I suggested he listen to the recording of my in-coming call at 10:00 yesterday morning. Anyway, this call went on for 41 minutes according to my phone, and bottom line, they treated me as if I was lying to them about confirmation of my pickup and that they never called or emailed to reschedule, so my super-soaked sofa is still in the middle of my driveway until October 9th? Mike said he would have dispatch call me to explain why they couldn't pick it up today - I don't need anything explained to me. An explanation isn't going to move that couch out of my driveway. I cannot put it back in my house! I live alone; am female; and am too old to move a sopping couch anywhere! All I want is for Waste Management to take responsibility for removing my couch as they said they would yesterday morning when I confirmed that they would! They do not need to lie to old women who they think are too feeble to do anything about it. And can I find a corporate phone number to call the VP of Operations to ask him to send a truck today? Of course, not! I must resort to typing and praying.

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