Waste Management

I rented a 20 Cubic Yard Dumpster for a weekend project via the Waste Management website. Although I only needed the Dumpster for Saturday and Sunday, they do not deliver or pickup on the weekend. The delivery had to be on Friday and their guidelines state this can be at the end of the day. The pickup had to be on a Monday and this could be early in the morning. This added an extra day charge and lt;$10. I read the FAQ indicating the space to accommodate the dumpster should be double the amount of the width and height of the container to assure adequate height and space clearance. I had more than the required space in my driveway and was home all day with my contact phone available. The Dumpster was not delivered. After Sunset at 7:30pm, I called Customer Service only to learn that they were closed. The message said to call during business hours but did not state the hours. I sent a message to Customer Service via the website. Customer Service was closed for the weekend. I did find the phone number for our local Waste Management office and was able to talk to their Customer Service representative on Saturday.. Because I ordered online the local office could not cancel the order or provide a refund. It was stated this was a “Dumpster.com” order but it was via their wm.com site. The url Dumpster.com redirects to the wm waste site. The local customer service rep did escalate my issue and obtained information from the driver who claimed to have attempted delivery. The information that the dumpster would not fit was the only information provided. We speculated that because the driveway is on an alley, perhaps there was not enough space for the truck to turn to deliver the dumpster. Large Waste Management Trucks pick up our garbage weekly and clearly can negotiate the alley but perhaps could not turn. No one called me or provided a form on the door indicating that delivery was attempted. If truck turning radius is an issue, the guidelines should indicate this or note that alley delivery may be a problem. I noted on the order that this was an alley delivery. Someone could have called to suggest a site survey or further requirements. If I had been contacted, I could have changed to a shorter Dumpster, providing this would work. The local Customer Service representative attempted to get a shorter Dumpster delivered Saturday but was told this could not be done. I was left to contact the national Waste Management Customer Service on Monday. I had to make other arrangements to have my lawn service haul off some of the trash and postpone some of my project. I explained the situation to the agent and requested that the order be cancelled and a refund be issued. Apparently, without my approval , they had scheduled a site survey for Monday, today. I repeated that I no longer wanted the dumpster and she said she would cancel it. However, she informed me that because they attempted delivery, there would be a $150 charge. I requested to speak to management because this was not reasonable as I followed all given guidelines, did everything on my part and was never contacted. She told me that the manager would say the same thing and I insisted that I still wanted to speak to the manager and would file complaints and disputes as needed to get a full refund. The Manager April was very professional and supportive. Although she did not have the authority to refund the fee she committed to take it up with the billing department and to call me back. She made the refund happen and called me back within an hour. The first agent had not in fact cancelled my order or the site survey so April took care of this April’s prompt action is the only reason why I gave a higher rating than F in some areas. Due to the poor communication and lack of Customer Support on weekends, I would not use this service in the future. Waste Management needs to improve their documentation, support and fee policy. A junk hauler seems to be a better value with fewer pitfalls.

They were a good company.

They were fine and they did the job. We did not have any issues with them. They are easy to deal with.

I GOT SEVERAL BIDS WHEN IT BECAME APPARENT THAT THE CONSTRUCTION WASTE NEEDED TO BE DISCARDED IN A WAY OTHER THAN THROUGH MY WEEKLY GARBAGE DISPOSAL WITH THE CITY. THEY BY FAR WERE THE MOST RESPONSIVE TO MY QUESTIONS, EVEN CALLING ME BACK AFTER MY INITIAL CONTACT TO MAKE SURE THAT ALL MY QUESTIONS WERE ANSWERED. ONCE I DECIDED UPON USING THEM, THEY DELIVERED THE DUMPSTER WITHIN A FEW DAYS, THEN SENT AN IMPRESSIVE PACKET TO ME DESCRIBING THEIR SERVICES, GIVING ME CONTACT NUMBERS, ETC. I WAS IMPRESSED THAT A WASTE MANAGEMENT COMPANY WAS SO PROFESSIONAL.