ROCHESTER, N.Y. — Waste Management customers in neighborhoods across the Rochester region have been dealing with pick-up and customer service issues for months and now, as they’re trying to cancel, they’re getting hit with fees.
In a News10NBC Investigation on Monday, Waste Management said it was having staffing problems but bringing in drivers from other areas to help temporarily while offering sign-up bonuses to new drivers and holding hiring events to find more employees.
Many customers have run out of patience though and now report that when they try to cancel their service, they’re having to jump through hoops.
“You go into an automated system and it’s like a merry-go-round,” says Jen, a local Waste Management customer who is trying to cancel her service. When she finally was able to get through to a live person, the problems continued. “They informed me that they do not credit for prepaid services that would no longer be used, which I thought was very unethical, and then they also informed me that they were going to charge me a $75 retrieval fee,” she says.
Dozens of others reported the same $75 fee that Waste Management charges for “container removal.”
“I think they charge you for bins when they start up service, so now they’re charging for bins when you start service, charging for bins when you take service away. To me it seems like a way for them to just make some more money,” says Andy Whitiker, another Waste Management customer who called to cancel.
News10NBC reached back to Waste Management to see if it’s considering waiving the fee, or offering credits to customers who’ve been impacted by some of the company’s issues, but we have yet to hear back.
“I’m willing to pay it (the $75 retrieval fee) just to get rid of them, to be done with it, because I’ll be saving money in the long run anyway and I’ll have a service that is more reliable,” Jen says.
“I am not paying it. We can go to collections. I mean, I can easily pay it, but it’s a matter of principal and I was raised to stick to your principles and stick to your guns, so I’m not going to pay it,” Whitiker says.
If you’re unhappy with how Waste Management handled your situation, you can file a formal complaint with the New York State Attorney General’s office and the Better Business Bureau.
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