A year ago my Restaurant Manager was looking at all contracts in an effort to save money. He found a competitor in the area to pick up trash for a third of the price.
He called WM to see about cancelling the services, he spoke to Cindy. She informed him that we were in a 36 month contract that ended 11/15/2018. He marked his calendar and told me that we could cancel the contract 180 days at the earliest before the renewal date and no more than 90 days. So we marked our calendars.
My reminder popped up to cancel WM, I called the number on the statement and got Nicky (Nicolette Lynch to be exact), she informed me that we missed our window of opportunity...HOW? Well turns out that Cindy gave my restaurant manager the wrong contractual renewal date; it renews July 10, 2018. Intentional? Accidental?
I completely lost it, I owe this girl an apology she didn't make the policy but I was beyond mad! I felt very taken advantage of and as GM of a really small business, this was very bad and wrong! If you really want to keep customers the right way is to be up front with them not sneaky. You have managed to keep another customer for another 3 years not by choice.
I asked if WM sent anything letting people know when they contract ends and they said no. OK I get it my responsibility. So my consolation prize...they will review the account to see if they can offer us better pricing.
How much you wanna bet, it is not gonna be as cheap as the competitor, why, because you got us for another 3 years.. I vow to call every month and ask to cancel..gotta get in the window sometime or another!!
Product or Service Mentioned: Waste Management Customer Care.
Reason of review: Return, Exchange or Cancellation Policy.
Preferred solution: out of my contract without penalty..
Waste Management Cons: Poor customer service and questionable billing proactices.