Dear Waste Management,
I am writing to formally document prior communications and outreach related to my account for (Account #xxxx), including statements made to me during my phone call with a Waste Management representative on January 23, 2026.
On December 24, 2025, a Waste Management driver took a photograph of the dumpster at the above location.
On December 29, 2025 at 10:13 AM, I received a phone call in which the caller ID stated “Waste Management” (540-208-4276) regarding concerns with the dumpster. During that call, I stated that I did not believe the dumpster was overfilled, though I was not on-site that day. No additional details were provided during that conversation, such as the possibility of extra fees.
Following that call on December 29, 2025, I spoke with my associates, all of whom confirmed the dumpster was not overfilled and that the lids were able to close. At 1:31 PM the same day, I received an email from Waste Management titled “Heads Up; One or more containers were filled incorrectly,” which included an overage charge of $225 (amounting to more than 2.5 times our normal monthly rate) and an unclear photograph (Reference #xxx.
At 3:05 PM on December 29, 2025, I reviewed our security camera footage, which supports my associates’ statements that the dumpster was not overfilled; however, the footage shows that wind had blown the lids open prior to the garbage truck’s arrival.
At approximately 4:05 PM on December 29, 2025, I contacted the Waste Management associate who had called earlier (540-208-4276) and left a voicemail. In that voicemail, I requested information regarding our contract renewal date and stated that I was dissatisfied with the situation and would prefer to terminate services rather than renew the contract, requesting that this information be sent to me by email.
Please note that I received two emails on January 14, 2026 and January 15, 2026 regarding our regular monthly payment, neither of which included the $225 overage charge. This led me to believe that the overage charge had been disregarded, as I did not receive the requested follow-up, and that the fee would be waived, allowing me to continue the business relationship at that time.
On January 23, 2026, I received another email titled “Your invoice is now ready,” reflecting a balance of $344.83. That same day, at 12:38 PM, I again left a voicemail for the same associate. I also contacted Waste Management online and was provided the number 1-800-866-4460.
At 12:52 PM on January 23, 2026, I spoke with a Waste Management representative, Katelyn, at 1-800-866-4460. During that call, I reviewed the above timeline and reiterated my dissatisfaction and my intent to not continue our business relationship.
During this conversation, Ms. R stated to me, in her own words, that the associate who contacted me on December 29, 2025 was part of a “snapshot team” and did not have access to contract renewal information, and that as a result, my voicemail left for that associate on December 29, 2025 — despite being placed prior to January 1, 2026 and originating from a Waste Management phone number — would not be considered relevant or valid for purposes of contract notice.
The purpose of this email is to ensure that my prior outreach, voicemail notice, and the statements made during my January 23, 2026 phone call are accurately documented in the account record. At this time, I am not selecting any of the options outlined in your recent correspondence, as I understand I have 30 days to make a decision and to speak with my team.
In addition, based on the statements of my associates and review of our security camera footage, I do not agree with the overage charge assessed in Reference #xxxx and do not believe the container was overfilled at the time of service.
I would also like to note that, as a customer, I relied on communications received from a Waste Management phone number and was not aware of internal role limitations regarding which representatives are able to provide contract-related information.
Please confirm receipt of this email and that this information has been added to the account notes.
Sincerely,
Elizabeth
My options are to pay $1500 to end our contract, continue with the automatic renewed contract until April 2027 or re negotiate. Never in my life have I felt so robbed by a corporation. We are a small mechanic shop who thought we could trust a well known company. They are charging us $225 for a cardboard that was blown up by the wind. I submitted a picture of my own and video to support this.
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