WM - Kingston, NY Hauling & Transfer Station in
East Kingston (NY)

Completely misled us on available services then charged us 4 times for services we did not receive. Online and phone customer service is very poor. Avoid using WM

Been client for years but on retirement set, WM and so many others raise their costs but SS and my case RRB stays the same. Time to see more compassion for customers that get increases to bale the industries out.

Their customer service sucks if I can’t call you and get a live body when everything tells me that you’re open for business and your streamlining me to do things online when I prefer to talk to somebody your customer service sucks. And if their goal was to deliver quality service someone would call me before automatically taking my next payment.

3rd time they missed a weekly pick up. First 2 times weren’t for any reason at all. 3rd time was because of bad weather the day after Christmas and aren’t planning to come back for another week. Had 2 weeks of garage sitting outside PLUS garbage from Christmas so you can only imagine how much as accumulated. They also raised their prices without notifying. It took me having to call 5 different numbers to get a real person for them to explain why my bill increased. Canceling asap.

Terrible service. I have been a customer for over a decade, and when there is a problem with a pickup they simply do not respond at all. I have tried both calling them (put on hold each time for over 45 minutes and still no response) and using their live chat, which disconnected me, twice, while I was writing to describe the problem. They simply did not pick up my trash but provide no way of correcting the problem, so I must go somewhere else and pay extra for trash disposal. I would NEVER choose WM if I had a choice of providers.

You cannot get through to a live person any more. They failed to pick up for weeks due to a driver having a hissy fit about the bear straps we had to put on the garbage. Further exacerbating the bear issue. Took and executive complaint to get it straightened out. My Debit card changed due to being hacked and trying to update the automatic billing was a nightmare.

We cancelled our service recently, due to your unjustified and unannounced increased pricing. At the point when we cancelled we were not informed that: We would be charged pro rata from the point when we cancelled until you were able to pick-up your bins, and, We would be charged to remove your bins. Neither of these charges are warranted nor acceptable, and we will not pay them. Our experience with Waste Management has been troublesome from the start, but nevertheless we persisted and paid you on time each month for more than twenty two years. Constant increases in pricing and reduction in service levels has been astounding. When we cancelled we had experienced an increase of 20% over the last year, and yet we were expected to accept recycling collection only twice a month rather than weekly as before. Today, we received a demand for a past-due payment and a threat to send our account to collections. First, we received the invoice just a few days before the notification that it was past due, and second, their threats are nothing less than insulting. We have moved to County Waste, and already after one week, we can see the difference in service level and billing amount.

The only real complaint I have is that recycling gets picked up every other week. My recycling gets filled up in a single week and I am forced to throw things away in regular garbage. I try to reserve it for compostable material, but that doesn't always happen. I also sometimes burn cardboard and paper because I have no more room in the recycling. This is something that absolutely needs to change. Otherwise, fair price, and good communication.

Non-competitive pricing, outrageous price increases, and questionable billing (late fees charged for invoices that are paid weeks before due date). Pretty much what one would expect from a large company that could care less about smaller residential customers.

After agreeing to the details for how they'd pick up my trash and constantly renewing my contract, they just decided one day to stop doing what they agreed to do. They never called me to discuss. They never said if it didn't work for me that we could end the contract. They just kept billing me and charging me and not picking up my trash. The worst.

Our driver has been missing our pick up but marking it as not out. We have cameras and they are not even coming to our house when marking it as not out. We were told for a week they would be out to pick it up but were short handed and took many calls to get garbage picked up. Have been a customer for over 10 years quality has gone way downhill . We are looking for a new company.

Absolutely dreadful customer service, 5+ phone calls to resolve same billing issue, waiting hours on phone for a manager just to be disconnected. Shady billing practices with surprise charges.

I haven't had an issue with the local WM pickup; however, you can never get in touch with anyone at WM online or by phone. Online refers you to phone or chat and neither are responsive. Just try to cancel the service....it's a nightmare as other customers have attested.

Probably one of the worst experiences I’ve had trying to cancel a service. (Getting my trash picked up on time wasn’t an issue) They’re way too expensive even with the smallest bins 61$ a month for bi-weekly pick up! $70+ just for them to get the bins after canceling on top of already paying the 61$ for the month. There’s better and cheaper options.

These guys are way too expensive, and make it nearly impossible to reach someone to cancel services. I have moved on to another service and am still working to cancel with Waste Management. They need to provide an on-line cancellation process, as it takes too long waiting for their phone response. Absolutely unacceptable!

They refused to take our cardboard and left it! I am starting to think I should have went with Welsh! It wasn’t all over the place and was neartly in a slender box. Myself and my sister are handicapped and have great difficulty as it is. The boxes inside the slender box weren’t too much for them and the boxes inside were taped together. No reason why they should not have taken it. Besides only picking up recycling every two weeks and them failing me, I am going to contact Welsh because they pick up recycle EVERY WEEK! The cardboard is too bulky to put in the can WITH recycles. If we have to do their jobs for them, we may as well burn them! This will be 3 long weeks we waited for them to pick it up! Not satisfied at all! They can forget ANY CHRISTMAS thank you they would have gotten! UNSATISFIED CUSTOMER!!! As you can see, the box holding the rest which were mostly taped, is less 3” wide. All broken down! See photo below! Thanks for the crappy service!

Give your money to County Waste or anyone else. Probably the worst experience I’ve ever had trying to work with a company. 6 weeks and no recycling pick ups. That after an online request for missed service, a phone call to customer service who promised pick ups the next day, a corporate complaint who also promised pick ups the next day. Exactly zero pickups happened in 6 weeks. Incomprehensible.

I rarely ever write reviews but see this is necessary, since customer service has been no help whatsoever and clearly does not care. I gave them multiple chances to make this right— so now I will let everyone know. I am a new customer of WM. We got out cans delivered few weeks ago. First week was trash pick up only, second week being last week it was trash and recycle pickup since it is every other week. I am not stupid, I know when to put the cans by the road. Our trash was taken on 7/25 but not the recycle like they were supposed to. They claimed on the app that they took it. I have ring camera proof footage of them taking the trash and not taking the recycle. Even if its another truck NO ONE came by to take it. Then I speak to multiple customer service reps saying the driver would come out August 8th which is the next 2 week period from them. I obviously was not okay with that as we pay for recycle to be taken and it has not been taken ever yet! Then the super visor gets on the phone and says they would come out the next day being 7/31. So the day comes and goes no one takes it— yet again. No surprise here! Then I think to myself maybe they will come Friday on trash day 8/1. But nor my trash or recycle got picked up today they are filled to the brim! This is nuts I am a new customer and this is an awful taste in my mouth. I keep reporting missed pick ups and clearly it does nothing. They act as if nothing happens. Not only that but the supervisor left me a voicemail and called me Kimberly! My name is Gina! And she stated my house and everything when we spoke. So what goes in with this company is beyond me. I am here to warn others as they will not listen to me. I will be calling again to customer service when they re-open but I am livid. I should not have to call this many times for missed pickups. My old trash company we had in our old house NEVER pulled this crap. In fact I NEVER ever had to call them. This is beyond weird to me. Its not like they dont know where i live bc they dropped the cans off here!! A refund at this point is necessary bc I am paying for service i am not receiving and no one seems to care. I gave them the way to make it up by getting my recycle this week and what do you know nothing got picked up and trash keeps piling up.

Signed up for services recently, two weeks in a row now that my garbage and recycling have not been picked up. I called to complain and was told someone would come back to get it only to receive a follow up call telling me I had to wait until my next pick up. Now I’m on hold almost 30 minutes trying to call and request cancellation/refund LOL what a joke!

Trash pickup is nearly always on time and reliable, kudos to the drivers. But that’s as far as the good I have to say goes. Billing cycle is every 3 months rather than monthly. So it’s easy to forget about. And after an issue with a garbage can damaged by a car, the replacement was easy but the company started charging me for 2 services rather than one. Save the hassle of dealing with WM and go with a smaller company like Lamela instead. My neighbors pay nearly the same monthly amount for a small dumpster as I do for a 96 gallon garbage can and recycling.

Prices should be adjusted annually, not monthly. It is not in the customer’s (my) best interest to face monthly price increases. I would be more satisfied if the trash service were offered at a flat rate for the duration of the contract. As a company, WM should implement a more strategic pricing model instead of fluctuating rates based on current fuel costs. Why not purchase fuel in bulk and pass the savings on to customers? Stable pricing leads to satisfied clients. This pattern of continual price increases is prompting me to warn others against using WM.

Update** June 16th I see they commented back .nowhere did I say neighbors block my bins. I said I live on a busy rd and have no control over who blocks them .iv told them this many times .i even put them in the rd practically and sometimes someone moves them back to the side walk on me . Never had an issue until recently. I live on a busy rd and sometimes cars park infront my bins and I have no control over it. I called to ask them to come back cuz they decided to not take them and say they where blocked . the lady wanted to charge me for something out of my control When they could have just got out the truck and grabbed them . She said they would come back and they never did.the app said they were coming back also and now it don’t. I called again first thing Monday morning and the man tried to tell me they came back Friday at noon which I know they didn’t . He first tried to say they were blocked again, but I know they weren’t because I waited all day for them to come and then he tried to say that they weren’t out there🤦🏼‍♀️ I’m 10 months pregnant. I know I didn’t drag my trash bins around the block to put them back down in the back of the building. .super disappointed, looking to get. Anew company!!

So we just started this service and we're already strongly thinking about finding someone else. Our pick up was supposed to be Thursday, nobody came but the app says it was completed at 5:20AM Thursday morning which was obviously a lie. Reported a missed pick up, app said they would come by the end of the day friday (today) and long behold, my garbage and recycling is still sitting on the side of the road.... I went to call the office and of course it's closed already. I go through the automated messaging when you call and it just tells me my services were completed when obviously they weren't. Also their billing is horrendous. I had $134 balance on the website, $0 balance in the app. Said screw it and paid the $134 this morning. Now (5pm) it says my balance is now $270. I'm not paying it obviously cause this company is starting to feel like a scam.

I used WM in another state and was happy with the service there. I’m unhappy n, and seeking to switch garbage and recycle providers. Here’s why. Waste Management charges a lot for customers to use their containers. Recycle is picked up twice a month, not weekly like most providers. They do not offer optional bulk pickup (understand charges would apply). Their invoices are vague — my service went up $2 a month without explanation. You cannot get a person to talk to. Sometimes they return the can with the lid open, which is a pain if it’s raining. I cannot recommend.

Service is sub-par at best, with regular delays in their pickup schedule. Sometimes our bins get collected a day or two later, sometimes not at all. We get notified, but through a phone bot that comes 8 or so hours after our bins should have been picked up. Our costs increase each year, this year by almost $30 every 3 months, with little explanation as to why while our service deteriorates steadily. We initially switched to WM from County Waste two years ago for their pickup schedule to avoid having our bins out all night for the local wildlife. We stayed with them because they were initial very reliable and communicative. Since the summer, something changed though and we could not rely on our bins getting picked up as and when expected. Their customer service could not care less either. They aren't mean or anything, just completely indifferent. As a result, we will be switching to either Royal/Welsh or Red Hot Hauling since their costs are lower and their reviews suggest we won't have as many service issues.

ANOTHER UPDATE- Service has become inconsistent- daily rescheduling, erroneous information on the mobile app. Cancellation of service is not possible on the app, website, through email or live chat. I have reached two live agents by phone (16 hold hours and counting) and each one said they were not on the "cancellation team." I asked for that number and was told it is for "internal access only." As I wait on hold (7.5 hours today alone) I am writing reviews on every platform I can think of. Save yourself the aggravation of dealing with this company.

Update 2: Well I waited all Friday. Nothing. Waited all weekend, nobody. Here we are, Monday morning and hey, THEY FINALLY CAME! And wow what a mess they left. I've added a picture for reference. Now I've got broken trash cans (see image) and garbage everywhere. And I've STILL got bags of trash from the last week in my house. I hadn't cancelled yet because I wanted them to pick up the trash. Didn't want to hear any excuses about how I wasn't a customer anymore. Well now I'm canceling. Today. Royal Carting, here I come. Update: So it's Friday, garbage day again, and guess what? No pickup! My garbage from last week is STILL out there plus a few bags from this week. I called and they said they will come Monday. I said that was unacceptable and after 41 minutes on the phone I got a manager who refunded me a month and assured me I was now bumped to top of the priority list. Someone was coming! I said if they couldn't get a truck then someone could hop in a pickup and come get my trash because 3 weeks without a pickup is not ok. The supervisor said that's what would probably happen because usually a manager will do that in cases like this. Guess we'll see... Original review: Tried them out for a few months and I will be canceling my service. Switched to a weekly pickup 2 months ago and haven't seen it happen yet. They missed again today so I called and they assured me it would get picked up by end of day. Called me back a few hours later and said they won't have a driver in my town until next Friday (7 days). Their system says my trash was picked up today. My cans have been out there since yesterday. Something's not right here. We've been paying for weekly service for 2 months and we will get it from someone else. Called several today and Royal Carting (edit: Royal not American) quoted me the best price. Guess I'll try them next.