WM - Rochester, NY Hauling in
East Rochester (NY)

This is not a customer focused business in any way. Unreliable as to whether trash and recycling will actually be picked up from one week to the next. Customer disservice number keeps you on hold for more than an hour at a time- either hoping the call drops or you hang up(not sure which) Chat and email get zero resolution. Rates- not only do they continue to climb, but customers are charged more even after their basic services are not fulfilled. Look elsewhere for better quality and business practices, as well as customer service.

This service would be great if they actually had pickup times that did not change, and normal pick is anytime between 5am to whenever is how I understood what their online chat service person told me, but that could have been AI for I know. There is no regular pickup times that we’ve observed. They expect you to use an online website. It is hard to actually “speak” to a person as their phone menu takes for ever or if you call they direct to website and hang up. Not happy and probably won’t keep this service for much longer.

I made the switch from Casella to Waste management last year and it's been one of the best decisions I've ever made. Their customer service is top notch compared to the company I was with prior. Their prices are also much more affordable and they provide a lot more options. I'm very happy I switched to them.

We selected this refuse service based on past experiences in our home state of Oklahoma. We have not been disappointed. Container delivery upon move-in was timely, and the pick up schedule started straight away.

From start to finish switching over to WM company has been easy and smooth. From tote/recycling bin delivery, to first new trash pickup. Our driver for our area is awesome. After dumping our tote/bin, he puts the bin inside tote and turned it sideways indicating that he had been here and our tote/bin was empty. My husband spoke with him the following week, just to ask him a question. The driver was very kind, friendly, professional and informative. Answered any and all questions with ease. Very pleased so far with everything. On-line account, auto pay, especially love the informative text messages. Communication is everything! And so important. To us at least. In our opinion, well done WM Company...

So far I got my trash and recycling all picked up with no problems. Unlike Casella trash management. Casella waste management is the worst ever. They missed pickup my trash 6 weeks in a row and at least 2-3 times a month they missed. Im happy that I haven't had any problems with WM and I would like to keep it that way. Thank you for your service!

If you get an “introductory price,” they are reasonable. I had to purchase a rolling recycle toter as my area did not have a truck that could accommodate their rolling recycle toter???? My service has been “skipped” a few times and “rescheduled” by them several times. They are never late in debiting my account for payment though. Not crazy about their website and phone app either and getting a live person on the phone is just as difficult.

Consistently miss pickups and fail to notify about picking up the next day or whenever they are able to do it. Changed our neighborhood’s service pattern without notifying anyone. Difficult to talk to a human customer service agent and once you do they are unhelpful and just redirect you to a difficult to use web portal. That includes when I asked for help because my web portal wasn’t working and options for bulk pickup weren’t appearing where they should online.

Prices increased over $20 with no explanation. I cancelled service over a month ago and WM still has not picked up the bins. They have scheduled repeated pick ups but have not completed. I have called and complained numerous times. I’m tired of shoveling out the bins and having them sitting front of my house. I’m

If I could give zero stars I would. We have been having problems with them since day one. We have had them for 3 years and the only reason we aren’t cancelling now is because we are moving out of state in a month and cancelling would cost us more than keeping it. Customer service is not existent and they miss pretty much every bulk pickup we schedule and they always reschedule on us. Today they stopped at the house and didn’t even take the item and they rescheduled the pickup twice . Now it won’t be picked up for another 2 weeks and I won’t be surprised if they still don’t pick our items up. WM is way too expensive for these things to constantly be happening . Do not waste your money on this company. I hate leaving reviews like this but it happens way too often and it’s honestly unacceptable.

Whenever I have an issue with WM, I call them and we come to a mutual agreement. As a long time customer, I find their prices are negotiable compared to other local refuse collectors.

Worst experience ever. Customer service is non existent. Constantly skipped never picking up trash or recycling. In the app they would mark that service was completed and never was! Would watch the trucks go right past my bins! They never missed getting paid their 80 monthly though! The wind did more servicing to my bins than this organization! After 3 weeks had to take my trash to my brother's house to get collected. Absolutely a nightmare with waste management!!!!!!

Consistently misses weekly pickups.. Our of state customer service is no help. One out of 10 (maybe) reps is helpful. Most don't care. One two have me a local number. That person ignores calks. Would give a zero if I could. I'm a 40 year customer and it's only been the last year that this has been bad. I don't need to be chasing trucks down the street!

Always arrive on time and our current pick up person is awesome. Once the can and bins are emptied they put them up by the fence so they do not blow in the road and fill with snow and rain. WM is also good with communicating if delivery will be delayed.

I have used Waste Management since I purchased my house 20 years ago. I am always happy with their service. Our drivers are friendly, waving as they pass by. They are considerate of our properties ensuring the miscellaneous bits and bobs are taken too.

Service was good, a very long time ago..Always Very Expensive..But 25 missed recycling pickups, in 13 months. Date, 1/10/26. And I can't reach anyone to get help.. Recycling bin is a small box and everything blows away-every week, along with the recycle box. They do not offer larger totes in my area. I had to make my own new tote. Garbage can is 20 years old, lid falls off. It's ridiculous. And it's causing a problem.

OK for weekly pickup although service had degraded over the last year. Frequent missed pickups, and prices continue to rise. I have been trying to get a small bulk pickup scheduled for over a month and it has been missed 3 times, with the last one being canceled completely saying "attempted" although the item was at the curb. Next available pickup is 3 more weeks from now. Will begin shopping for an alternative. Also still only offer small boxes for recycling which end up with materials blowing around the neighborhood each week. If you want a larger bin, you must supply your own.

I called to let them know my recycle bin blew into the road and a car hit it and was no longer able to use it badly cracked almost in half. I was told it would be replaced and to leave it at the curb the next pickup date and they would take the damaged one and leave a new one, well never happen and its going on 3 weeks and many phones later and being told that one was going to be dropped off and they would instruct the garbage man to take the damage one. This never happened. The customer service people are wonderful but I can't say much for the other departments. I'm giving you another chance to get it right and if it's not solved I will cancel my service.

I've never had more issues with a garbage and recycling pickup service than I have with Waste Management. With putting out my garbage and recycling on time the night before, I've had multiple issues with them not picking it up. I've called and left messages and only once received a phone call back. Despite my good faith efforts, they continuously under deliver. It is unacceptable.

Overpriced. Multiple missed pickups. Local competitors are half the price. Customer Service is non existent and if you do get someone the with claim they are having phone issues if you have a problem they cannot resolve or say something they don't like (mentioning that a competitor has better service or prices).

Worst customer service of any business I have ever used. Also, the cost has increased about 60% over 18 months. We canceled and got a local service who picks up weekly and costs 1/4 of WM for an entire year of service. AND i was able to speak to an actual human being without being on hold for 45 minutes and the human being actually had a clue what was going on and had the compassion to assist me without giving me a hassle or making me call back and keep waiting. AVOID WM with all costs. Go with Dependable Trash. Legit 1/4th of the cost.

My original review comment is not for public viewing I guess. I stated that I missed my pickup last week thinking it would be a day later when I noticed a WM truck in my neighborhood. I quickly put my tote out only to not have it picked up. I called and was told that my tote was not out. If I wanted service I was told that there would be a charge. $120.00 IS THE CHARGE FOR MAKING A MISTAKE.!! I told the CSR forget it. It’s funny that is wasn’t long ago my tote wasn’t picked up due to weather being an issue. I called then and they told me it would be picked up next day. It never happened and went another week without a pickup. Funny how they didn’t offer me a refund for the missed pickup. I like the service they provide but it would be nice if customer service was a priority for them. Rant over!!

Did not request additional services, however, my leaves were not taken on 10-20, they were in a separate container. I read the email about using paper bags, so on 10-27, I purchased/used them and you still did not take them, BUT you took the neighbors leaves put out in a separate container. Lacking consistency for sure. Not to mention my previous issues with not having my recycling picked up, even after four phone calls and rescheduling additional pickups. Very disappointing, looking at other companies now.

We've had WM for 3 years, and today was the worst experience by far. We get 18 bags of leaves per trip included in our fee. The driver clearly had an issue with doing their job. The helper noticed he kept pushing our recycling in the middle of our driveway. He then proceeded to take only 10 bags. He yelled at the helprr and told her to leave them. The woman noticed me calling out to them. She tried to get his attention, and he just forced her to get back on the truck and pulled off. My mailman asked why they did that? When I came home, my recycling bin was chucked in the middle of the driveway upside-down, and leaves were clearly dumped in the end of my driveway from an explode or ripped open bag. I use heavy-duty contractors' bags so they won't open easily and won't tare open. They are quick to refuse pick-up if you fall behind in payments. Maybe they should be just as quick at fixing customer service. Try calling to get help. IT'S IMPOSSIBLE!!!!!!! THE CUSTOMER SERVICE line is IMPOSSIBLE!!!! They know this and set the prompts to make getting a human being on the phone a long shot. If this happens again, we will be finding a new carrier. Aug 12-16,25' Our recycling has sat near the road for 4 days. We've called twice and told both times it would be picked up. The driver is marking addresses as picked up and never stopping. Yet, quickly WM will cut services for late payment. The excuses and dumping responsibility on customer service agaents is getting old. If we pay late fees (and we should), Waste Management needs to refund failed pickups. Get it together Waste Management, my next call is News channel 10.

Sums up WM quality of service. 1. They Don't pick up trash. 2. They only pick half or by choice or LATE. 3. They pick and dump it on the road and then drive OVER it. See photo attached. 0 rating..

Do yourself a favor and DO NOT use this company for garbage collection, if you ever have to contact their customer support all they will do is lie to you. I had a bulk pick up scheduled and confirmed for 5/6/25, which they never picked up and marked on their site as completed. It’s now 5/19 and after 4 calls they still haven’t made the pickup. I just keep getting told by customer support things like “the truck was full we will be out tomorrow” or “our truck is out and the pickup should happen within 24 hours”. This is the second time i have run into this scenario with this crap fest of a company.

We have used Waste Management for 30 years. Recently a new truck started showing up and the driver would throw his hands up in the air because we have two garbage cans. Each week for over a month I have had to call for a missed pickup. Today I watched as the driver got out of his truck then get back in and left without picking up the garbage... Again. When calling they sent me a picture saying the garbage can was blocked. (it was touching our second garbage can). We have placed our garbage cans in the same spot for 30 years! The driver was already out of the truck. He had time to take a pic but couldn't move the can an inch? This is a very bad look for WM and as a result after 30 years we are canceling our service with WM. Update : Thursday reported missed pickup. Was told it would be picked up by the end of the day. Update 2: Called later on Thursday: Was told it would be picked up by end of day on Friday Update 3: It is now 7 pm on Friday and our trash and recyclables have yet to be picked up. Since they are closed until Monday our trash will be sitting out all weekend. Update 4: it is now 1:50 pm on Monday. Our trash is still sitting in front of our home. I called again only to be told that the trash would be picked up today but our toter which I was told would be picked up today since I cancelled would now be picked up on WEDNESDAY! Update 5: Monday April 7th 7:14 pm After speaking with a representative AND a supervisor I was assured the garbage would be picked up before 5 pm. We'll, the garbage is still there! So far I have spoken with 5 different people in the company and all of them have lied. Please think very carefully if you live in Rochester NY and want to hire this company. They have been terrible for the last few months!