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Waste Management Complaint - Waste Management Gave Wrong Pickup Information for Large Pickup
Waste Management Complaint

Waste Management Complaint

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Waste Management Gave Wrong Pickup Information for Large Pickup


I made an online request last week for the yearly large item pickup. I got a response a couple days later from the Waste Management web customer service department telling me my pickup date was Monday, and to leave my trash by 6am the following Monday.

On Monday emailed to say that the garbage truck had gone by and didn't pick up my stuff. Customer service said there are two trucks, so it won't be that one. I also informed them that someone else left a lot more trash, including a bed mattress.

Then I emailed that night to say the trash wasn't picked up, and I've already had to rebag trash as people were rummaging through it and scattering trash everywhere.

The next morning I got an email saying they were sorry nobody came to pick up my trash, and it's been rescheduled to two weeks out, and more infuriating was I was told I would be fined for leaving any more trash than I originally stated. (Which olddly too in my confirmation it said I only requested one item when in fact I listed at least 8).

I called, and was told that I never had a pickup scheduled,and if i were to have called them he would have told me not to order the service online, because they don't do things right, and it's never scheduled the following week, there's always at least an extra week of wait time. I said that's not my problem if their site doesn't work correctly, that's their problem. I was sent a confirmation email on Friday that said my pickup was Monday and to leave my trash out by 6am and was sent a PDF on the correct way of leaving the trash. Then the customer service agent said "well, he didn't say which Monday, you just thought it was for this Monday". WHAT?! Oh, pardon me for assuming it was the following Monday and not some random Monday in the future. I was infuriated, because repeatedly I was being told that that's not how they do things, even though it was clear I was given incorrect information by Waste Management, and it's not me who should know what policies are, but the customer service employees, and if I'm given the wrong information by an employee why is it my job to assume responsibiliy when they are wrong? The empoyee even suggested that I dump that other person's waste elsewhere, such as across the street, so that I don't get fined by the city!!

I've spoken to the supervisor many times, and forwarded around 10 emails where clearly there was no response other than responses by WM validating my beilef that I was supposed to have an extra pickup. What is infuriating is despite me repeatedly proving I was given the wrong information, WM is not assuming responsibility for their employees giving me incorrect information, and they supervisor is still using terms such as "misunderstanding". I didn't misunderstand anything. I should not be held liable for the extra trash dumped as this is WM's mistake, not mine.

I have offered to pay the city fine if I recieve one as long as I'm given a credit to my WM account for the same amount. I'm being more than accomodating, and WM pushing this off on me as if I "misunderstood" is infuriating, and as a matter of principle I will take WM to small claims if I'm fined, as I have plenty of documentation proving that Waste Management is responsible for this.


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