Waste Management ignoring our garbage, taking our money
August 3, 2015 6:53 AM Subscribe
Waste Management has provided terrible service, failing to pick up our trash and refusing to allow us to cancel our service. They're even threatening us with debt collection if we dispute the credit card charge. What can we do?
For 11 years we have used Waste Management for our garbage collection, but in July they twice skipped our entire subdivision. When we called for pick-up they tried to charge us $15 and lied saying our cans weren't out (we put them out the night before).
On the first instance they made us wait another week with our garbage piling up. The second time they said someone would be out the next day, another lie.
We are totally fed up and have signed on to another garbage collection company. We want to kick Waste Management to the curb, and have asked to cancel our service. As they charge 3 months in advance, and we last paid on July 5th, we asked for a refund for 10 weeks of services not rendered.
They refuse to cancel our service until the pre-paid period runs out. When we threatened to dispute the charge with the credit card company, which we would do for ANY service that doesn't deliver, the manager on the other end got indignant and threatened us that we'd be turned over to debt collection if we disputed the charge.
I don't want to risk a really clean credit score over $65 in garbage, but I also don't think they should be paid for services not rendered. I know I can dispute in writing with the debt collector, and I really doubt they'd sue over $65, but it's not worth a protracted battle for $65...it's the principle of the matter that makes me fighting mad.
What recourse do I have in this situation?
For 11 years we have used Waste Management for our garbage collection, but in July they twice skipped our entire subdivision. When we called for pick-up they tried to charge us $15 and lied saying our cans weren't out (we put them out the night before).
On the first instance they made us wait another week with our garbage piling up. The second time they said someone would be out the next day, another lie.
We are totally fed up and have signed on to another garbage collection company. We want to kick Waste Management to the curb, and have asked to cancel our service. As they charge 3 months in advance, and we last paid on July 5th, we asked for a refund for 10 weeks of services not rendered.
They refuse to cancel our service until the pre-paid period runs out. When we threatened to dispute the charge with the credit card company, which we would do for ANY service that doesn't deliver, the manager on the other end got indignant and threatened us that we'd be turned over to debt collection if we disputed the charge.
I don't want to risk a really clean credit score over $65 in garbage, but I also don't think they should be paid for services not rendered. I know I can dispute in writing with the debt collector, and I really doubt they'd sue over $65, but it's not worth a protracted battle for $65...it's the principle of the matter that makes me fighting mad.
What recourse do I have in this situation?
"I don't want to risk a really clean credit score over $65 in garbage,"
And, there you have your answer... let it go, your time, frustration, and damage to your credit rating are not worth $65.
And, be forewarned that I've run into the same type of service from a couple of the other national trash service companies.....
posted by HuronBob at 7:23 AM on August 3, 2015 [2 favorites]
And, there you have your answer... let it go, your time, frustration, and damage to your credit rating are not worth $65.
And, be forewarned that I've run into the same type of service from a couple of the other national trash service companies.....
posted by HuronBob at 7:23 AM on August 3, 2015 [2 favorites]
Who gives out the contract to Waste Management and the other company, the city or the county?
It's possible that the answer is "neither". I live in an area where I contract directly with my waste disposal company, out of the 3 or 4 that operate in the area. The city may have regulations on services required to be provided, but if I was unhappy with my service, my first option would be to switch companies like arniec has already done; the complication here is that service is billed quarterly.
posted by LionIndex at 7:32 AM on August 3, 2015 [2 favorites]
It's possible that the answer is "neither". I live in an area where I contract directly with my waste disposal company, out of the 3 or 4 that operate in the area. The city may have regulations on services required to be provided, but if I was unhappy with my service, my first option would be to switch companies like arniec has already done; the complication here is that service is billed quarterly.
posted by LionIndex at 7:32 AM on August 3, 2015 [2 favorites]
Well, you could notify them you were stopping service, make sure you give proper notice, and if they keep charging you pay all fees. Document everything carefully.
Then take them to small claims court to recoup what you have overpaid.
This will be lots of hours and risking all of the fees but it would accomplish your goal. I'm pretty sure you would win in small claims unless you did not give proper notice as per your contract with them.
posted by littlewater at 7:42 AM on August 3, 2015
Then take them to small claims court to recoup what you have overpaid.
This will be lots of hours and risking all of the fees but it would accomplish your goal. I'm pretty sure you would win in small claims unless you did not give proper notice as per your contract with them.
posted by littlewater at 7:42 AM on August 3, 2015
LionIndex: "I live in an area where I contract directly with my waste disposal company, out of the 3 or 4 that operate in the area. The city may have regulations on services required to be provided,"
Right, it's like cable contracts; the corporations who want to provide private waste management services have to contract with the city or county and meet certain requirements that the city sets forth in the contracts that allow the company to operate in the municipality. (Since you have 3 or 4 in the area, it's probably a municipal contract rather than a county contract.) The city approves garbage companies who are allowed to operate in the municipal area who meet the city's minimum requirements, who have a senior contract with the city. Then those companies are allowed to offer competitive services to homeowners. (Otherwise you could have guys in trucks claiming to be garbage men and charging you garbage fees to go dump your trash in a lake ... services are definitely limited and defined by a senior municipal contract.)
The largest "hit" you can deliver to a company that does municipal contracting like this (cable, garbage, sometimes electricity generation (but not delivery)) is complaining to the city that they are failing to fulfill their contract -- not providing agreed-upon services, overcharging, having shitty customer service. Those municipal contracts are VERY VALUABLE, and contractors worry quite a bit about losing access to them. The primary way they lose access is when enough citizens complain about the low-quality service the private contractor is providing, and city councilmembers go to vote the next year on which companies will be allowed to operate in the city, and they go, "Man, 80% of our complaint calls are about Waste Management and they're routinely skipping certain neighborhoods. They're out." Or they require Waste Management to provide discounts. Or they put them on a stricter contract.
Waste Management got complained out of my city's garbage contract about three years ago, and I've never been happier with my garbage pickup now that we have a contractor that picks up trash at predictable times, provides adequate notice of schedule and route changes, and actually sends trucks back for last-chance pickup if you miss pickup for some reason.
posted by Eyebrows McGee at 7:54 AM on August 3, 2015 [5 favorites]
Right, it's like cable contracts; the corporations who want to provide private waste management services have to contract with the city or county and meet certain requirements that the city sets forth in the contracts that allow the company to operate in the municipality. (Since you have 3 or 4 in the area, it's probably a municipal contract rather than a county contract.) The city approves garbage companies who are allowed to operate in the municipal area who meet the city's minimum requirements, who have a senior contract with the city. Then those companies are allowed to offer competitive services to homeowners. (Otherwise you could have guys in trucks claiming to be garbage men and charging you garbage fees to go dump your trash in a lake ... services are definitely limited and defined by a senior municipal contract.)
The largest "hit" you can deliver to a company that does municipal contracting like this (cable, garbage, sometimes electricity generation (but not delivery)) is complaining to the city that they are failing to fulfill their contract -- not providing agreed-upon services, overcharging, having shitty customer service. Those municipal contracts are VERY VALUABLE, and contractors worry quite a bit about losing access to them. The primary way they lose access is when enough citizens complain about the low-quality service the private contractor is providing, and city councilmembers go to vote the next year on which companies will be allowed to operate in the city, and they go, "Man, 80% of our complaint calls are about Waste Management and they're routinely skipping certain neighborhoods. They're out." Or they require Waste Management to provide discounts. Or they put them on a stricter contract.
Waste Management got complained out of my city's garbage contract about three years ago, and I've never been happier with my garbage pickup now that we have a contractor that picks up trash at predictable times, provides adequate notice of schedule and route changes, and actually sends trucks back for last-chance pickup if you miss pickup for some reason.
posted by Eyebrows McGee at 7:54 AM on August 3, 2015 [5 favorites]
What Eyebrows McGee said. Our local private waste disposal service is in reassessment / renegotiation with the county because there were sufficient official complaints about service to activate a clause in their contract.
Pay them, notify them in writing that they're not to collect your trash, and complain to whoever in government authorises and regulates the service -- because somebody does at some level. Including the account of how local management putting the collections threateners on you.
Of course, you may be in an area where garbage collection buys off politicians, and that route has no joy: perhaps then see if local press or TV is interested. Local networks with 'We're On Your Side' consumer reporting lap that stuff up.
posted by holgate at 8:15 AM on August 3, 2015 [1 favorite]
Pay them, notify them in writing that they're not to collect your trash, and complain to whoever in government authorises and regulates the service -- because somebody does at some level. Including the account of how local management putting the collections threateners on you.
Of course, you may be in an area where garbage collection buys off politicians, and that route has no joy: perhaps then see if local press or TV is interested. Local networks with 'We're On Your Side' consumer reporting lap that stuff up.
posted by holgate at 8:15 AM on August 3, 2015 [1 favorite]
Response by poster: Thank you Holgate and Eyebrows - we have contacted the media and are reaching out to our city and county officials. I hate to agree with HuronBob but yeah, I think pressure to get them for a refund versus fight at the credit card/court level.
Thanks for the feedback thus far and please keep the ideas coming
posted by arniec at 8:36 AM on August 3, 2015
Thanks for the feedback thus far and please keep the ideas coming
posted by arniec at 8:36 AM on August 3, 2015
If they skipped your entire subdivision, are your neighbors similarly upset? If you can cooperate to complain jointly to the city (or whoever controls the contract), you'll have a much bigger impact.
posted by demiurge at 9:12 AM on August 3, 2015 [3 favorites]
posted by demiurge at 9:12 AM on August 3, 2015 [3 favorites]
A media outlet that might be interested is Consumerist.
posted by radioamy at 12:02 PM on August 3, 2015
posted by radioamy at 12:02 PM on August 3, 2015
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And then if your city councilperson calls waste management and says, "Hey, my constituent wasn't allowed to cancel and get a refund ..." you will often magically get suddenly improved customer service calls that are VERY HELPFUL. (You may be contractually SOL over the prepaid period, but it can't hurt to see if your councilperson can fix it.)
posted by Eyebrows McGee at 7:03 AM on August 3, 2015 [16 favorites]