My WM

WM app doesn’t have a feature to get in touch with them or submit an easy ticket. They had a phone customer service line before but now everything is through online support. The problem is the online support does not work - your in “queue” for hours without any help because it refreshes and ends up kicking you out of the chat just to do it again. I gave up. The app doesn’t even have a way to submit ticket either, you have to go online on the web to get help. Our trash pick up date changed due to the holidays which was normal (we’ve been with WM for 3 years) but they postponed the pick up another week - They were supposed to come on 11/30 then they pushed it to 12/6. The problem is, they skipped us which meant we had TRIPLE the trash by the next pick up date of 12/11. It was frustrating because the app doesn’t help nor does their online chat feature work. It’s frustrating. Needless to say, I think the app needs to improve if WM wants to only have customer support online. It would be nice if they had an option in the app to schedule another pick up if the garbage truck driver skipped us. Maybe a process where you take a picture for proof and they come based on that ticket? I don’t know but I don’t really don’t leave reviews like this but the experience was just horrible. Well likely look into a different service after the new year.

I just had to manually pay my bill for this month and last because your new autopay system screwed up and never made it’s scheduled payment. For that I got to pay a 2 dollar convenience fee because of your technical issues. When I tried to get it resolved with your customer service, they did nothing other than waste my time (heaven forbid the people you speak to on the phone be empowered to do something to help). If I’m taking time to speak to somebody the phone and you’re calling me back after I submit a customer service request then put me on the phone with somebody that isn’t going to send me to your automated system. When I went through the chat the customer service rep told me this was a known issue, why didn’t you bother to tell any of your customers? Why didn’t you bother to make some type of information available for customers to find out what they should do if affected by said issue and how to resolve it? Why do you expect customers to fix your company’s screwups and do your work? Maybe I can give you my phone number and when it’s time for my garbage and recycling to be picked up I can go ahead and load it in the truck for you myself. So I’ll go ahead and reiterate your company is garbage, I’m sure there are nice people who work there but as an entity your company is garbage. Your customer support is garbage, your IT system is garbage, and it kills me that I have to send you money each month.

I only wish I could include screenshots. I never leave reviews but I was appalled by the service I received from waste management. Today marks the 3rd time in 6 weeks that my trash has not been picked up. I thought it could be an oversight at first until I actually witnessed for myself this morning the truck stop in front of my house so I closed the door with the assumption that I’d receive service today only to come outside to see a full can! When I checked the app it was stated that I received a pickup today which was obviously false. After searching for about 15 minutes I was finally able to locate a customer service number where I was told that my bin was too close to my mailbox. I have lived in this neighborhood for 3 years and not once has this ever been an issue. If there is another trash service in your area I’d suggest you use them!