Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Garbage Removal

Waste Management

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garbage Removal.

This business has 3 alerts

Read all 3 alerts

Complaints

This profile includes complaints for Waste Management's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Waste Management has 537 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 2,511 total complaints in the last 3 years.
    • 628 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/21/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  Waste Management was not in error on my rate complaint and that issue is satisfactorily complete. I did mention to them that there is much room for improvement in their customer service. If I had actually spoken to a live person there would never been a complaint filed.



       

      Business Response

      Date: 05/23/2025

      05/23/2025

      Better Business Bureau complaint # *********
      WM Account  # ***********

      Dear ****,


      Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with cancelling your service.

      After review, you spoke with *****, who was able to reduce your rate. In addition, we spoke as well and confirmed the information.

      Once again, we apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.

      If we have not addressed all your issues or something arises, please call us at ************ option 3, and we can review immediately.


      Very Respectfully,


      **** *.
      Customer Experience Agent- WM Cares


    • Initial Complaint

      Date:05/21/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



       

      Business Response

      Date: 05/23/2025

      05/23/2025

      Better Business Bureau complaint # ********
      WM Account  # ***********

      Dear *****,

      Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with billing.

      After review, I did attempt to reach out to you, but you were unavailable. I was able to connect with our billing team and they acknowledge the clerical error that caused you to get charged for recycling services. We went ahead and processed a full adjustment of $54.26 that dates to last year.

      Once again, we apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.

      If we have not addressed all your issues or something arises, please call us at ************ option 3, and we can review immediately.


      Very Respectfully,


      **** *.
      Customer Experience Agent- WM Cares


    • Initial Complaint

      Date:05/20/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me if, in fact, the $13.50 charge has been removed from my account. However, I am unable to verify that this charge has been in fact removed as stated by Waste Management. Time will tell if I continue to receive a bill.



       

      Business Response

      Date: 05/22/2025

      05/22/2025

      Better Business Bureau complaint # ********
      WM Account  # ************

      Dear ******, 


      Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with billing.

      After review, I did attempt to reach out to a couple of times, but you were unavailable. We processed the $13.50 adjustment, and your account is at a zero balance.

      Once again, we apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.

      If we have not addressed all your issues or something arises, please call us at ************ option 3, and we can review immediately.


      Very Respectfully,


      **** *.
      Customer Experience Agent- WM Cares

    • Initial Complaint

      Date:05/16/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



       

      Business Response

      Date: 05/20/2025

      05/20/2025

      Better Business Bureau complaint # *********
      WM Account  # ************

      Dear ********, 


      Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with not being picked up.

      After review, we spoke and confirmed they were able to recover your trash on 05/19. In addition,we will monitor the pick up for the next 30 days to ensure you are getting the service.  

      Once again, we apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.

      If we have not addressed all your issues or something arises, please call us at ************ option 3, and we can review immediately.


      Very Respectfully,


      **** *.
      Customer Experience Agent- WM Cares

    • Initial Complaint

      Date:05/16/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



       
      to block mail boxes and I want issue fixed the only time one can has been put back correctly is when worker removed the one bag that was in can and never moved the can

      Business Response

      Date: 05/20/2025

      05/20/2025

      Better Business Bureau complaint # ********
      WM Account  # N/A

      Dear *********, 


      Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with our drivers not placing the containers in the correct spot.

      After review, I attempted to reach out to you, but you were unavailable. I went and brought up this issue to our operations manager, who spoke with the drivers on your route.He advised they were coached, and they will make sure containers do not block mailbox or stay on the street.

      Once again, we apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.

      If we have not addressed all your issues or something arises, please call us at ************ option 3, and we can review immediately.


      Very Respectfully,


      **** *.
      Customer Experience Agent- WM Cares

    • Initial Complaint

      Date:05/15/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Better Business Bureau:

      This letter is to inform you that Waste Management has carried out to my satisfaction the resolution it proposed for my complaint, filed on 5/15/2025 and assigned ID ********. They contacted me on 5/16 and resolved the matter to my satisfaction. Thank you so much for your help!

      Regards,
      **** ****** services from 5/1 - 7/30 but they will also make it impossible to cancel.

      Business Response

      Date: 05/16/2025

      05/16/2025

      Better Business Bureau complaint # ********
      WM Account  # ***********

      Dear ****, 


      Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with getting your services cancelled.

      After review, you spoke with Max, who was able to cancel the account for you. He also waived the May billing. Your account will be closed with zero balance. I also left you a voicemail advising of this as well. Please have your containers accessible and visible for removal Monday May 19th.

      Once again, we apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.

      If we have not addressed all your issues or something arises, please call us at ************ option 3, and we can review immediately.


      Very Respectfully,


      **** *.
      Customer Experience Agent- WM Cares

    • Initial Complaint

      Date:05/15/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  They have delivered the trash container promptly after opening this complaint. Thank you.



       

      Business Response

      Date: 05/19/2025

      05/19/2025

      Better Business Bureau complaint # ********
      WM Account  # ************

      Dear *****, 


      Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with the delivery of your container.

      After review, we were able to expedite the delivery and delivered the container on Friday 05/16.I attempted to call Friday to confirm but you were unavailable.

      Once again, we apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.

      If we have not addressed all your issues or something arises, please call us at ************ option 3, and we can review immediately.


      Very Respectfully,

       

      **** *.
      Customer Experience Agent- WM Cares

    • Initial Complaint

      Date:05/09/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



       
      s. I would like for them to do the right thing and waive the balance.

      Business Response

      Date: 05/13/2025

      05/13/2025

      Better Business Bureau complaint # ********
      WM Account  # ************

      Dear ******, 


      Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with billing.

      After review, I attempted to contact you, but you were unavailable. I did go ahead and sent a full adjustment of the balance of the account. The account now reflects zero balance.

      Once again, we apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.

      If we have not addressed all your issues or something arises, please call us at ************ option 3, and we can review immediately.


      Very Respectfully,


      **** *.
      Customer Experience Agent- WM Cares

    • Initial Complaint

      Date:05/08/2025

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  



       

      Business Response

      Date: 05/12/2025

      05/12/2025

      Better Business Bureau complaint # ********
      WM Account  # ************

      Dear *******, 

      Thank you for bringing your concern to our attention. We sincerely apologize for the frustration you've experienced with having your bulky services scheduled properly.

      After review, I went ahead and spoke with operations, and they have allowed the pick up at no charge. We have the order in for this Wednesday 05/14. Please have your sectional accessible and visible for the driver to remove.

      Once again, we apologize for any frustration caused by this situation. Your satisfaction is important to us, and we're dedicated to improving your experience with us.

      If we have not addressed all your issues or something arises, please call us at ************ option 3, and we can review immediately.


      Very Respectfully,

      **** *.
      Customer Experience Agent- WM Cares

    This business is not BBB accredited.

    revoked BBB accredited business seal

    Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

    Read more

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.