Disappointing and Unprofessional Customer Service I called Waste Management today to get basic information about a service that assists customers who are no longer physically able to move their trash cans. This was for my mother, who has medical limitations, and the inquiry should have been a straightforward customer service interaction. Unfortunately, the representative I spoke with--Eric--was rude, dismissive, and unprofessional from the start. His tone was condescending, he spoke over me, and when I politely asked if I could speak with someone else, his behavior escalated rather than improved. At one point, he interrupted me repeatedly and spoke in a way that was inappropriate and unnecessary. I was calm, respectful, and simply seeking information. There was no reason for the hostility or lack of professionalism. After reading other reviews, it's disappointing--but not surprising--to see that this does not appear to be an isolated incident. Customer service, especially for a company that serves households with elderly or medically limited residents, should be rooted in patience and respect. This experience fell far below that standard. I hope management takes these repeated complaints seriously and addresses the issue. read more

Horrible! They have a monopoly and do not care about customer service. I have been trying to schedule a bulky pickup - a service I pay for, if I use it or not - for weeks. Their website does not work. There no phone numbers to speak with a human. Their chat takes 30 minutes to then provide an email address. Just horrible. - Carl read more

This is a review for bulky item drop off at Davis Street. Arranging this FREE service was a bit tedious. In theory you can do it on line but that didn't work out so I used the live chat. Once I got over that hurdle the experience was great. Received detailed instructions via email. Went in at Saturday and had zero wait time. If you've ever been the Berkeley dump on the weekend you know this is extraordinary! Directions were easy to follow and we were in and out in 10 minutes. This is included in everyone's service. You should use it!!! read more

The drivers don't pay attention. The drivers missed to pickup either my thrash or green waste in the past several weeks. I called customer service 3x this week since the promised pickup for the one they missed didn't come through. There's just no accountability since we the customers are captive audiences to this poorly managed company. I wished cities would look into the company's record before signing them up to service the community. This company has multiple lawsuits from fraud to other legal matters. They're quick to issue fines and notices for contaminated / inappropriate items but don't turn around the same speed to rectify missed pickups. Hope city leaders can read these reviews to rescind any renewals for WM. read more

Sweet Jesus, but this company sucks. Someone on their staff left a giant, lidless, empty trash bin on the corner in front of my house at the last pickup. I had to dig through the website to figure out how to reach someone to pick it up. I started with chat, which disconnected me when I looked for my account number. I restarted the chat and got as far as being told I would have to go outside and measure the bin before someone would get it. I had already taken a photo, but measure the bin?! Because WM hadn't wasted enough of my time yet?! Then when I went outside to do that, the rep disconnected the chat. I had to call back to get it dealt with. Next week, at my regular pick up time. If I'm lucky--I've heard the "next week" from WM before. read more

Awful customer service- the website looks and works like it was build in 2005 and the payment system is glitchy. Makes it impossible to use. I contacted the "WMcares" just to discover they actually really, really don't care. Their mistake keeping my old account on file, problems with accepting online payments left me with a fine from the city. Now they don't want to get involved to make it right. read more

WM took my bin, and won't provide a replacement for 3-4 weeks. They told me to put bags on the curb. I suppose I'm the one to clean up after the rats and raccoons. This is seriously not acceptable. read more

This company is the worst! They are the only option here in Oakalnd and they take advantage of it.. they missed my garbage and never came to pick it up.. then they charge you more because there too much garbage the next pick up... this is ridiculous and someone need to do something about it.. they never miss a billing but they miss the garbage... i can't believe this is legal! Only reason I don't cancel service is because they don't let you! Thieves is what they are! read more

Diedra was very congenial and helpful in providing the details necessary for WM's Curbside Bulky Pickup.

Terrible service and terrible customer service. I scheduled a bulky pick up and my freezer had items in it so they said they will NOT pick it up, they even left a message telling me to call back if I cleaned it out and was ready for pick up again. This was totally fine and I was just going to bring it back in. THe problem was that I was out of town and by the following week, someone had came and picked it up anyway! I then get a penalty letter saying that they are going to charge me for the freezer, even though I agreed to not have it picked up! Customer service was a horrible and frustrating experience also. Shanee was ok and tried to help but had to refer me to her supervisor. This is where is got more frustrating as Cathy did not care for helping me. She was not trying to listen to my side and just kept saying there's nothing she could do. Nothing? Like you performed an unauthorized job and is charging me for it. Doesn't make sense at all! and no help at all! Pretty sad to see the city of Oakland turning into what it is. With service departments like this continuing to reinforce the trend of a downward city, it's very concerning. read more

Scheduled a bulky pick up Wow! It was a lot I thought more than the allotted amount per direction So I separated the lighter bags and carpets for a dump run later Came home and to my surprise WM staff had taken everything!!! Awesome service and professional staff. Thank you WM you saved me time and money not having to make dump run Plus as customer I get 2 more bulky pick per year. Great service Much appreciated read more

Most of the time we have not had any problems with WM worth mentioning. However, let me say that the pathetic indolence of the lazy do nothing character that did NOT service our ONE small compost bin last Thursday was someone who needs to be replaced. Not only did he ignore the ONE small bin Thursday morning, but when calls were made to have him return TO DO HIS JOB...well...guess what this do nothing individual *did*...danced around the bin, chatted on his phone, danced around again, circling and chatting for 10 MINUTES...and right...DID NOT SERVICE THE CART. Instead this moron decided to *claim* that the bin was "contaminated", even the residents always always cover things carefully so that rats, ants and flies do not bother it. So exactly what was in there ? ONE little plastic cup that some other lazy slob walking by it, tossed inside it. This *employee* called it contaminated, instead of popping the little drink cup out, even on the ground, because he's obviously too lazy to go 3 ft over to put it in the dumpster. Then he didn't realize that PAPER bags are compostable, and claimed to have taken photos w his phone. I firmly believe that HE threw his own trash from lunch or other in there...We have NEVER had such a ridiculous lazy a** person as bad as this guy. There are plenty people who would gladly do a job like this that requires WORK. Find someone who needs this job because I'll almost guarantee that this slob does this kind of stuff all day long. read more

Service has gone downhill while rates have gone up. My bins weren't picked up a few times and the website stated that they were not put out which was false. They need to take a picture of an empty curb if they're going to state that. They offered a 'complimentary' pickup but never show up. I'm sure the drivers make mistakes and that's not a big deal but when they place the blame on clients then it is. Use those cameras we had to pay for that show the bins contents to prove a missing bin. read more

James was very professional and helpful in scheduling a bulky pickup. He also explained how to be ready.

I have been a customer for a number of years and since we have 2 bulky pickups a year, I decided to call and schedule one. My bulky pickup was scheduled yesterday and when I got home, I noticed nothing had been picked up. I called first thing in the morning and spoke to Cynthia who informed me that the driver notes are "needs to be on curb" "not blocking sidewalk". "Too much material" So upon further investigation and speaking with another rep, the driver felt that we need to make their job easier and not to have the items piled on top of each other. No wonder why we have illegal dumping here in the bay area cuz when you schedule a pickup, you run into soo many obstacles just to get it pickup. So I had to then move all the items to my carport so my neighbors wont complain and when I try to get it schedule for next Thursday, the Rep tells me "ooh well let see if we are able to schedule it, they need 5 days" Hopefully my fellow yelpers have better luck read more

WM - Oakland - The bulky pickup they refuse to pickup. - Recycling Center Near Me - Oakland, California

Always on hold for 15+ minutes and still no answer. Their call center is in another state, and they usually have no clue about your location. They've taken garbage cans multiple times without explanation, and I've had to spend a ridiculous amount of time to get them back, and even then they often won't bring a new one until the following week, leaving nowhwere to put trash. And they have never provided a credit for their mistakes. They've also broken the lids and other parts of the bins of several of my neighbors. Truly garbage. read more

poor customer service. I have used their bulky pick up service a few times over the years and it has never gone smoothly.

The drivers always take all the green waste i can get out and I truly appreciate that. If they forget, I call and they come back within 24 hours. They are so polite and kind. read more

Regular trash was not picked up last Thursday morning. It was put out on the curb Wednesday evening. When I called to report non pick up Thursday afternoon I was told they would pick it up in 24-48 hours. It is now Monday afternoon and they have not made a pick up yet‼ We have a full regular trash barrel and two additional full bags which won't fit in our barrel because of such late pick up. Prices have gone up and service has declined. I hate to see this. read more

Sold my house and was not able to cancel services through the app. I tried calling several times. I was on hold for 30 minutes and gave up. Called again another day, and gave up after 45 minutes because my phone died. Called today and after 1 hour and 45 minutes tried a live chat, WM doesn't want you to call their customer service because they don't answer the phone. Brilliant customer service move. Treat your customers like toilet paper. read more

Interstate 880 "The Nimitz Freeway" cuts through the heart of the East Bay of the San Francisco Bay Area. This freeway is basically the workhorse of the Bay Area as it carries trucks from the Port of Oakland to points throughout Northern California and Northern Nevada. Since it's a major thoroughfare, drivers see the rough edges of the various cities it cuts through - Oakland, San Leandro, Hayward, etc... and sometimes attribute the crap that they see on the freeway to the neighborhoods along the freeway. You know what I mean, litter along the roads, garbage bags of crap dumped on streets, don't these people care about their homes... etc...of course they care! Well "Waste Management" contributes to this crap as their garbage and litter falls off their trucks as they fly on Interstate 880 to their Davis Street dump and recycling site in San Leandro. On one short NB stretch from Washington to Davis, truck #211473 had numerous plastic bags, bubble wrap, grocery bags fly off the truck and into the following traffic. There was at least one 8' long piece of clear plastic that flew off the truck into the second lane where cars had to zig zag to dodge the possible blinding plastic. Yep, now I realize that a lot of the garbage that I see in San Leandro and East Oakland on Interstate 880 is likely from Improperly covered Waste Management trucks and not from auto drivers. As drivers, we would be "fined" for littering, I believe Waste Management should be fined for improperly handling the waste that we pay them to handle. This happened on Monday, 8/12/19 at around 2:50pm on NB880 between Washington and Davis. Be careful driving along anywhere on Interstate 880. read more

They did not pickup our full green bin yesterday. I called this morning and was told to leave the bin at the curb (where it's been since Wednesday night in the same place it's been every week for pick up) and that it'd be picked up in the afternoon. I called again close to 4 to make sure someone was coming. I was told it was on someone's route and that it would be picked up by 6pm. Nope. My full bin is still outside at 7:20 pm. I'll call again Monday, but I don't expect they'll pick it up. What makes this even more angering is that on my service record online, they show my bin as having been picked up yesterday afternoon which is total bullshit. Oh, and anyone else have their whole neighborhood's Christmas trees not get picked up? I still see trees and pieces of trees all over the place. F U, Waste Management! read more

This is ridiculous. I called for a bulk pick up, no one showed up. I then tried calling multiple times that week, was put on hold for over 30 minutes each time. Gave up. Now they say they can't come back because I didn't call back within 48 hours of the missed pick up. They site policy. Oakland needs to give someone else this contract, this is ridiculous. Maybe I should just push my stuff out on the street like other folks do. Someone will get it eventually I guess. read more

The worst, most overpriced, non-customer service garbage co in the country. Pray you never need to call them you'll be placed on hold for hours and then get no help or there phone system will disconnect you once someone finally answers. This Co should not be able to do business anywhere. read more

the company missed pick up constantly. my husband called the service center so many times . nothing changed .. it is really horrible . once the service person lied that the garbage can was not outside. my husband told her that we have cameras outside . she replied " ok then we will send u a pick up . . I really want to use a different company ... why Oakland gave them this kind of privilege.. we pay around 2400 dollars monthly. but they don't pick up my garbage... awwww read more

My usual pick up is Fridays so if missed I must wait till Monday BUT in fact they did not come till noon Wednesday. They have no way to directly call and speak to someone.. What to do is buried in almost comicalurried list of other info on web site. I have a masters degree and it took me awhile to figure out what to do When someone does finally call back from message only number it is from a phone you cannot see or call back.. They told me Monday they would come Tuesday and Tuesday two people told me they might come that day. Finally at noon Wednesday they picked up my green bin full of rotting garbage in front of my pretty garden. Next pick up Friday. Absurd system. read more

They missed my can on Thursday. I called and they said it would be picked up Friday. Then they didn't pick it up and were closed for the weekend. Now it's Monday and I've been on hold over 45 min waiting to talk to someone - Can is still out in the street. Edit: They did come pick it up on Wednesday after another 2 phone calls and 2 online chats with customer service. They also successfully picked up my bulk items the following Thursday without issue. read more

I had a storage facility that I needed to empty out. Most of it was junk my family accumulated over the years. We decided that most of our storage contents had little to no value so we borrowed a trailer and and took it to waste management. They weighed us before, and gave us an estimate; I paid it and dumped my junk. When we finished they weighed us again, and gave us a refund of the correct amount of junk we offloaded. This was a painless process, I got out of there paying a little under 150.00 and most of it was excessive county fees However, I think that if dumping fees were suspended for some time this would help with the waste that's all over the county. People would rather dump trash on the streets than pay the pricy fees to waste management. People are financially incapacitated due to the pandemic, and a host of other reasons. Unless dumping is free our county will continue to look like a city wide dump. read more

Horrible service! Unbelievable! So, Alameda County recycling missed our grey container this morning. We saw the truck go by and just miss it. All afternoon was spent trying to contact them. First by phone. There are a plethora of phone numbers on their website, bills, and notifications. Forget them all. Most of them just automatically hang up. The only one you can get through on gives you an automated labyrinth of nonsense until it leads you into a dead end where they give you three more options, one of which, is an operator. However, when you push the numbers, as instructed, you are told, "Sorry, that is an invalid extension." You get stuck in that loop until you give up. Then, we tried the website, thinking, well, that might take longer for a response, but at least it should work. WRONG! The website has you walk through another labyrinth of nonsense that leads you too a page where you have a field of buttons labeled, "Things you can request." Requesting to 'Report a Missed Pickup,' according to the directions, is supposed to be a choice, but, IT ISN'T! Finally, we chose 'Chat,' which, unfortunately is automated, so, you get essentially the same instructions on how to file a 'Report a Missed Pickup' that doesn't work. Absolutely unbelievable that a multi-million dollar public service company can't hire anyone to answer their phone! I'm disgusted. Shame they're the only game in town because it is exactly this kind of service that would be a deal killer anywhere else on the free market. read more

Their customer service is non-existent. The options on the phone are useless. Trying to get a larger trash can..,Impossible!! 3 days I have tried, 'estimated wait time 5 minutes" (15 minutes later I hung up. Yesterday was 20 minutes on hold before I GAVE UP. (estimated wait time 5 minutes) Today I wait 6 minutes, someone answers and then says "Let me transfer you to that department"..WHICH PUT ME BACK IN LINE ON HOLD. This is the type of service you get when you have to hire WM. Sure wish Oakland had thrown this POS company out like they tried to a few years back. read more

Bulky pickup only half done. How can these trash be considered as two separate order instead? Trash were organized per WM bulky pickup guideline. Even blind people can see this is 1 order! Rude customer service. Unreasonable to communicate with. Super unhelpful. WM sucks big. See this video yourself. https://youtu.be/Qu5x-vMj5x4 read more

Where is the zero option? Their drivers have ZERO s---- to give. They miss cans. They do not put them back on the sidewalk. They leave them in the street to block street sweeping. At least every 6 months I get a survey about their service and I tell them it SUCKS! Nothing changes, ever. We need market competition and deregulation to encourage these crooks to care about their service. read more

If your autopayment fails, Waste Management will add a $5 fee--fine. But get this: they don't even try to contact you about it. No automated SMS, no phone call, no letter. Instead, the City of Oakland magically subscribes to trash service on your behalf (they have an entire department for this: Mandatory Garbage), which will happily charge you their own $96 fee for three months of trash service. Nobody I've spoken to at Waste Management or the City of Oakland appears to find anything wrong with customers paying twice for the same period of trash service. And the only way to dispute the $96: attend a three-hour hearing in the middle of the workday. Right. To the City, and to Waste Management: shame on you. We deserve better. And to the garbage and recycle men who leave their Christmas cards on my bins every year: sorry, that money is gone. If you read this, please try to do something about it. read more

Ongoing issues with missed pickups, especially the compost bin. Weeks can go by. WM has us over a barrel. It's a monopoly.

Came here to pay my bill and the customer service was very helpful! Not only did i get an overage on my bill taken off but they also gave me some organics compost bins and a tour of the waste stream free! Even tho its just trash, I recommend being nice to the lady's up front. You never know what the can do for you ;) read more

WM - Oakland - Recycling Center Near Me - Oakland, California

There has been a stray trash bin on my block for over a month. It doesn't belong to any of the residents or businesses around here and it's covered in graffiti and overflowing with trash. I've called Waste Management about it about 5or 6 times. I spend several minutes each time giving exact location etc and I am assured that it will be removed but it's still there. The bin has the WM logo on it so it's their bin but they refuse to take responsibility for it. read more

They get a two because the employees including drivers are friendly. But otherwise customer service is lousy. If they miss your pick up they keep telling you they'll be there the next day and never come or lie about coming back and not seeing anything. This is what happens when there is a monopoly that the state allows read more

My mom scheduled a bulky pickup for yesterday which is her original trash day. Trash was not picked up because there was a car parked on the street where it's supposed to be parked and hello we do stay in Oakland, where there is no parking whatsoever. Called in, yesterday but did not catch the rep's name but she was super sweet and said she is going to send out a request for a recovery team to pick up either the same day or the next morning, which was okay for us. However this morning I call in and spoke to a rep named Kelly, she was extremely rude. I asked her if she could check if there has been a request made for a recovery team because I did not receive a confirmation number and she starts attacking me through the phone lol. She starts by telling me that the drivers will not pick up items that are too close to a car and she goes I know parking is hard in Oakland but you just gotta deal with it. I eventually asked her to stop antagonizing me and could she calm her tone down a notch and she goes well you're interrupting me like lady that is not professional at all. Eventually, I heard enough and just clicked no point in dealing with someone who is just plain awful. I will be calling in tomorrow if the curbside pick up is not gone by tonight pretty ridiculous and I want to speak a manager. read more

So we set an appointment for a bulk pickup which was supposed to happen today, come to find out they said they picked it up but the stuff is still outside of my house and they claim they won't be able to pick it up for the next 24 to 48 house? Really? Today is FRIDAY!!! My neighbors will love that. Totally embarrassed and it's you service's fault. I wonder what would happen if someone was late on a payment? Not to mention your employees leave a mess that I have to sweep up every trash day and their bad stank attitudes! I have only met one of your employees with a great one. I guess that's how they service Oakland Ca? Way to go WM. read more

I didn't receive last months bill. Unfortunately my Memory isn't great so I thought nothing of it. We were thinking of modifying our home Loan recently. The bank found a Lien on our home From waste management in the amount of one month bill. What ever happened to the Courtesy call of the past or Sending out a reminder message? Unbelievable.... read more