A $75+ fee for removal of my bins after changing my trash service is ridiculous. I was a customer of yours for many years in many states but you continually raised your prices to the point it was no longer competitive. [[HIGHLIGHT]]Also, your customer service needs to be improved greatly.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]The AI chat bot was borderline useless.[[ENDHIGHLIGHT]] read more

They scream at their customers, I had a neighbor break my trash can and they told me that I cannot use my trash can until the following week when they give me a new one. Plus I have to pay for a trash can I'm not even using because I have more than onethe neighbors broke it. They hit it with their car and even though I saw it with my own eyes the cops won't do anything because I didn't get a picture when I was woke up rudely hearing the trash can being slammed. read more

[[HIGHLIGHT]]Horrible worse trash business, no one answers the phone ever, instead its go to the website and setup for new service[[ENDHIGHLIGHT]], issue is [[HIGHLIGHT]]the options to select contradict the process.[[ENDHIGHLIGHT]] It allows you to check the next day for delivery date and pay now but yet , the actual crap process takes a week to setup then another week for delivery , they literally had my money may 18th, two weeks nothing , and im needing my trash picked up , to where I had to send tons of emails to them to get a response finally and cancelled service as there stuoid website wanted to charge me to pick up bins that have never been delivered im like heck no. read more

This is one of the worst companies to work with. Pricing is completely unclear and they put ridiculous extra cost in that are not discussed in any way. [[HIGHLIGHT]]Their customer service is atrocious, with almost no ability to get issues rectified.[[ENDHIGHLIGHT]] I'd give zero stars if I could. read more

Didn't provide service pickup, multiple times. [[HIGHLIGHT]]Finally Complained online, and no response back.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]Left VM and no response back.[[ENDHIGHLIGHT]] I called two other incidences in and they were never going to send a truck out. [[HIGHLIGHT]]Had to wait next week.[[ENDHIGHLIGHT]] read more

I live at 4984 Widmer Road in the Sylvan, and [[HIGHLIGHT]]I wish to complement the truck driver Jaun who for three times now saw an old man (92 years old) struggling with a cane to retrieve his garbage bin. He stopped his truck and rolled the bin to my open geared door.[[ENDHIGHLIGHT]] His kindness is well appreciated and if I could, I'd recommend Juan for a raise. His action reflected a ray of sunshine on his company. read more

I do not have waste management service however on December 31 my son fell in the driveway and I could not get him picked up the waste management driver stopped and helped me get him on his feet again. [[HIGHLIGHT]]Thank you so much. I appreciate your help.[[ENDHIGHLIGHT]] read more

[[HIGHLIGHT]]Customer service is not good, had difficulty closing my account.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]Waited on hold and got cut off 3 times.[[ENDHIGHLIGHT]] Then they charged me $90 to come and pickup their containers. Buyer beware! read more

We are very happy with our trash and recycle pickups, but [[HIGHLIGHT]]highly disappointed with their customer service.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]I sent two support requests online and did not receive an answer to either.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]I tried calling several times and was put on hold and finally cut off after 30 minutes.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]I tried to chat with a live agent, but bot chat said that was "currently unavailable" every time I tried.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]I finally did reach a live support person on the phone, and he was very nice and resolved our complaint[[ENDHIGHLIGHT]], but [[HIGHLIGHT]]I asked him to send me an email spelling out our agreement and he did not send me an email.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]He said he would provide me with a local phone number to use if I need support again, but did not send that either.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]Is it so hard to provide good customer support??[[ENDHIGHLIGHT]] Sharon (customer for over 40 years) read more

Horrible service and getting worse. [[HIGHLIGHT]]They have no humans to explain why their pathetic website gives mixed messages about missed service.[[ENDHIGHLIGHT]] I'm not paying my latest bill and dare them to call and ask why read more

Very poor service here and most likely always a back up trying to get in this stinky place. Very unprofessional and unprofessional customer service here. Unfortunately I have no choice in the matter but to come here. They have the monopoly on waste. read more

I created an account on 5/22 placing an order, using the prompts provided, for a recycling can and a regular trash can. My address is in Shawnee. The delivery date for this was between 5/22 and 5/28. Only the recycling can was delivered. [[HIGHLIGHT]]It took me 4-5 attempts to reach a live person to figure out where the trash can was.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]It was after the online agent disconnected from me and provided a different phone number from what was publicly available that I spoke with a live person.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]Tasha tried to be helpful, however the two managers she "escalated" to deny the expedited delivery of a trash can.[[ENDHIGHLIGHT]] As a result I have had to live for 2 weeks without a trash can. Delivery is slated for 6/4 of the can. I "chatted" online with an agent today, 6/3, who told me the delivery is still set for 6/4 however it is possible it will be another 5-7 days after 6/4 before the can is delivered. [[HIGHLIGHT]]The agent from 6/3 also disconnected from me without warning or prompting.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]In short my total experience with your company has been very frustrating.[[ENDHIGHLIGHT]] read more

[[HIGHLIGHT]]Tried to cancel services. Takes forever to get someone on the phone and when you do they have to go through multiple levels of "approval" before moving forward.[[ENDHIGHLIGHT]] I was assured our account was cancelled and zeroed out. Then started getting bills for over $600 and a letter threatening that they are sending us to collections FOR SERVICES THAT HAVE NOT BEEN PROVIDED. They are trying to bill us for the future year but we have cancelled and our bins have already Been picked up 2 months ago. [[HIGHLIGHT]]I'm still waiting on our account to officially be "cancelled." I tried asking to talk to a manager and they declined allowing me of that.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]Horrible customer service and extremely difficult to work with overall.[[ENDHIGHLIGHT]] read more

Awful company! Do not use them! They have one of the worst customer service you will ever deal with. They will tell you one thing just to get you off their back but never follow through. I will never recommend them to anyone. read more

Drivers are friendly and generally do a good job but this week Waste Management did not pick up recycle containers because a NFM van was delivering a refrigerator across the street and they could not wait a few minutes, so the skipped our street. Today, a WM supervisor offered to send a truck out in the next day or two for an additional $115 charge! Outrageous! Terrible service and a company that could care less about their customers. I will recommend that the HOA cancel contract when it comes up again. I have lived here almost 30 years and in several other states before that and WM offers the worst service of any trash and recycle service we have ever had. read more

Generally pretty reliable however, if there's a problem, forget customer service, they will not help you and you get caught in an endless loop on their voicemail system read more

worst trash co.ever they do not pick up trash or reciycling just when they feel like it.Customer Service when you call HORRIBLE,they simply do not care or their staff too read more

They are terrible! Customer service does not know what they are talking about. Every time I call they give me the wrong information and it has now taken three weeks for them to pick up additional trash bags with my scheduled service. read more

James C Fish Is the CEO of WM (waste management) and he makes $14.8m ANNUAL salary comprised 90% bonuses and is running a total sh--show. This is actual waste and greed to pay him that much. WM customer service is DISMAL- run by bots,long hold times and unanswered calls and emails. I scheduled bulk removal that complied with the rules and which I had never used in 13 years and then confirmed it twice after long hold times. I relied on it. my husband and I work full time. The pick up was missed and the items were left -soaking in the rain no less. Over the next 4 days I called, left messages, emailed, and chatted with Bots to try to get the missed items picked up -to no avail. To avoid HOA fines and b/c I was going out of town and had no choice, I spent significant money to have junk removal service remove them. That's the basis of my one star! So give Jimmy boy another raise why don't you! read more

These guys have become a joke. They missed pickup of yard waste three weeks in a row. Their customer service said they would send someone right out. It takes an hour to even get through to these people and nothing they said has happened. Our HOA and the Overland Park city needs to review their contract and licensing. We don't deserve this nonsense. read more

If I could give a negative star i would. This company should be called waste your time because i think their business model is screw everyone out of all the money they can. They charge a $75 return bin fee for residential customers, but don't tell you and then when you get the bill, customer service gives you the run around. Plan of being transferred at least 4 times and still no resolution. PLease don't give this company your biz ness read more

Really dont want to give them at star at all. If your lucky u might get someone nice in customer service. My issue is after being wt this company for 12 yrs i was moving and they charged me a $75 cart removal fee. They say it said it on the back of the invoice but the wording is hard to understand. Of course since then they have changed the wording so theres no confusion on the invoice. They overcharged me for years for a extra recycling bin that i was told was free. I just dont like companies like these that screw u. I even canceled my service 2 weeks early that i was paid up to but they dont give refunds either. So they take your money coming and going just FYI. read more

TERRIBLE TERRIBLE TERRIBLE company. Words can not describe how awful this company is. We set up trash service with them and enrolled in auto pay to avoid any issues. Turns out, auto pay doesn't take the Activation fee out of your account, only monthly trash costs. So, six months after signing up with them, our service is canceled without any calls or emails being sent to alert us. After multiple calls they agree to waive the reactivation fee and to pick up extra trash at no charge since they canceled without contacting us, Great! But to do so, we had to pay everything we owed (The new month plus the activation fee). I agreed and paid, but asked twice to make sure that Auto Pay would NOT pull the payment out and double charge us. She confirmed both times it would not. I was lied to. The auto pay came out and were double charged. After back and forth calls between my bank and WM, I eventually reached a manager who informed me that if I didn't want auto pay to go through, I would have had to cancel my auto pay online.... And apologized for her employee not being trained well enough to tell me that. I asked that they not collect the payment since it would put me overdrawn. The "best [they] could do" was 2-3 business days after the payment posted would be to refund it... Trouble is this over drafted my bank account (and took my gas money that I needed to get to work!). They said they would do nothing about the overdraft fee as it is not their responsibility. (Thank God I have a decent bank who was willing to waive the fee). Their customer service reps are trained to be very polite, but that is the only good thing about this awful company with a broken autopay system. The employees don't know anything enough to actually help you, and the second their system messes up, they will own up to it. But good luck on them ever making it right. 0/5 stars. AVOID. AVOID. AVOID. read more

Over 2 weeks with no trash pick up. No notice, apology, or refund until pressed. There are other reliable alternatives. Would never use again. read more

Once they have your money they will make up any excuse to not pick up what they were contracted to, even if you meet all the spacing criteria they document. I have had multiple actual full size roll away bins delivered and picket up but they could not pick up their own much smaller construction bags. And after not picking it up will charge you extra fees for not picking it up. They will then proudly inform you they have lots of underhanded wording in their terms and conditions allowing them to do this and will even use those terms to block a charge back so you will have to have the charge declared fraud by your bank which takes much longer to go through. read more

Commercial account. Impossible to reach anyone, was advised they don't have customer service. Price gauging for overages on commercial service. Missed pick ups and do not notify. Leave trash and debris throughout parking lots. read more

Let's just say they only care about money. And they don't care about customer service. I called to cancel my service because I am moving out of the area. Well instead of trying to be nice to me in case I ever move into another WM area again. They just gave me a big middle finger and said well you have to pay $105 for us to pick up the receptacles. They tell me if I deliver it there will be no charge. Sorry but I am not some rich fuck like the CEO of the company so that is substantial amount of change. So of course I decided I would work on my busy schedule to bring this garbage to them after they picked up. I went over the scenario with the customer rep. My garbage would end after my last day today when they pick up and I would bring the receptacles that day to save my money they are trying to rob from me, and get ready for my move across country on Friday. Instead they just drove by all my trash, recycling, and yard waste. So I call up and they just blame the previous customer service rep. I dont care whose fault and who you want to throw under the bus. I want it fixed. They say they will be back to pick everything up. So the trash guy comes and says I don't know if recycling and yard waste is coming so better check if it isn't picked up in a couple hours. After a couple ours the recycling and yard waste is still there. So I call again. The guy assures me they have reported it to them and it will get picked up by six and to call if it doesn't. So it is way after six and it is still there. And of course customer service is closed and they just said that so they wouldn't have to deal with me a third time today. This is ridiculous. They are forcing me to pay for their incompetence because money is more important than the customer. Find somewhere else. read more

This company has been a joke since I've had their service. They aren't adequately staffed and never follow through until you threaten to leave and go elsewhere. Every holiday that has pushed service they state it gets pushed one day. Yet when you call they don't work Saturdays and they use that as the explanation as to why someone with Friday service didn't get picked up. Either make sure it gets done Friday or follow through with your day late pick up. Don't expect me as the customer to wait for 2 weeks for my trash to be picked up because you can't manage your business properly. And I still pay the same as everyone else. At this point I have to followup with WM so frequently on missed pickups and mismanagement of routes that it might as well be a second job. Although, I could start sending a bill for my time, I'd definitely get free service at this rate due to my hourly pay rate from my emotes read more

My husband and I received a call from COLLECTIONS stating we owed around $350. However, we cancelled our services last fall to switch to a cheaper company and WM also picked up our bins around that time. We never once received any phone call, email or letter stating we had an outstanding bill (for the services we WEREN'T receiving). When we called WM they informed us that we apparently asked to continue our services, per their call notes. When we informed them that was not the case they said we needed to talk to a supervisor. The supervisor later tried to argue and say we "continued our services" however, we never had the bins!! Surprisingly she did take care of the bill. I'm only giving them 2 stars for the fact that they removed the bill but it still was sent to collections. Save yourself the trouble and go with a reliable company! read more

I would rate negative 5 stars if I could. I put out trash once a month maybe, because I live alone and don't generate that much. About a month ago, they only picked up part of what was out after I was hit with a tornado in may, and finally was able to get it to the street, since I am a disabled veteran, my grandson has to take my trash to the street for me. They told him I could only put out three cans and they would be back for an extra fee ($150.00... Deffenbaugh would pick up six cans no questions asked....a much better company that sold out to WM.) Last week three cans were put out and they only picked up two. The driver said the metal can was too heavy. Being a 72 year old disabled veteran, with 2 metal plates in my back and a trachea, I was able to pick up this can! Their driver must be a real pussy, or damed lazy, and I told them that. They said they did not want to lose my business, and they would be sure to plck it up this week, and take $10.00 off my next bill. Guess what? This week 3 cans were put out, and they only took their big can that the truck is equiped to pick up! I have had it with these incompetent idiots! I tried to call, but no one in the office due to the coronavirus. I am going to another company. Waste Management can't manage their own company so how do they expect to stay in business? I had Deffenbaugh since I got out of the Army in 1968, and never had a problem. Wish they were back. read more

canceled my account.......delivered trash cans to them.....they still email me a bill ......how do you get them to stop.....tried calling them.....can not get someone to talk with.....emails no help......help read more

Waste Management (aka Deffenbaugh) is one of the worst trash haulers we have ever had in the 30 years we have been home owners. They price their service to be competitive, BUT will nickel and dime you! They charge a fee to deliver you their new trash container, and when you switch to another service provider they will charge you again (to the tune of 2 months service) just to pick up their own property! If you don't want to pay that they threaten you with a collection agency. Meanwhile they are charging you a $5/month container rent. And when you switch to another company, they come along and buy that company out, just so they can have the monopoly in your neighborhood. On top of all that, whenever they miss picking up your trash, you have to call them several times to get them to come back and get it. They also like to leave your empty trash container in the middle of your driveway entrance so you can't have access. And their automated trucks have made the employees so lazy that they can't get out of the truck and pick up whatever trash doesn't make it into the truck. We have switched service again, hoping that they won't buy out this company. read more