We have used Waste Management in Sedgwick County, Kansas for the past 3 years, and the service has gone down hill every year. However, our bill has gone UP almost every single billing cycle since we started using them. At least half a dozen times a year they haven't picked up our trash, and on a couple of occasions they stopped by our house, stared at our trash can, and then just drove off. Other times they have put our trash can in our neighbor's yard for unknown reasons.
I complained about about the trash being missed by the pickup guys again in August of this year. The "customer service" person was incredibly rude and told me that it was my fault because I didn't put my trash can out early enough and their system is perfect and they will never miss a can if it is out on time. I told her that was a lie and that my can was out before they came through for pickup. After a few argumentative emails back and forth she finally agreed to refund me for a week (which ended up being less than a week refund when it was finally processed).
After this my husband and I decided to go with a different trash company, so we spent some weeks looking around for a better deal and reading reviews for other companies. During this time we didn't pay our Waste Management bill, but we finally did pay our bill to keep our service going until we found a new company. When we got the next bill (which I received yesterday) I was in shock. Our bill was usually around $95 (which, according to a recent article in our local newspaper, is WAY over average for trash companies in our area). This new bill was for $136!!! They had charged us not one but TWO late fees for not paying our bill on time. One of the late fees was $25!!! But even without the late fees, our bill was still higher than it was the previous billing cycle. I don't know how they can keep charging us more for gas when gas prices have gone down for several months in a row.
I talked to a customer service rep through their online chat, and this person was just as rude as the last person. When I complained about the service we were getting she ignored my comments, and when I told her how high our bill was she tried to convince me that it wasn't high for a trash bill at all. Well, I have that newspaper article that proves her wrong.
So we are dumping WM today, and going with a local company. If you like overpaying, receiving sub-standard service, and being treated like a speck of dirt by customer service, then this is the company for you. Otherwise, stay well away from them!
And if anyone from Waste Management is reading this - please screen your customer service people more carefully. And train them not to accuse a paying customer of lying.
0 comments