Additional Information for Waste Management

• Ottawa Hauling (CWS)

• Ms. Melanie Dobson, Director of Customer Experience
• Mr. James Fish, President/CEO

Customer Contact

• Ms. Melanie Dobson, Director of Customer Experience

• Waste Management, Inc.
  800 Capitol Street, Suite 3000
  Houston, TX 77002
  
  WM Cares Line: 1-866-566-6884
  Monday – Friday, 8:00am to 5:00pm (CST)
  Website: www.wm.com
  Email: wmcares@wm.com
  
  Additional Complaint Information
  Electronic Communications:  By communicating through the BBB's secured, automated complaint system, the customer AUTHORIZES WM to obtain and communicate their personal account information and personal information to customer and the BBB. If the customer does not wish to communicate via electronic methods, please call WM or write to the address provided in this report.   
  
  WM On-Line Customer Service
  Customer service site: www.wm.com
  Do More With My WM by signing up for My WM online resources. You can perform many tasks 24 hours a day, 7 days a week. Customers can log into their account, pay a bill online, ask billing questions, report service issues, submit a sales request, request a bulk pickup, and click to chat live with a representative (limited availability).   
  
  Pay by Phone or Online
  Make a payment any time by using the automated phone system or online. You will need your WM Customer ID and zip code.
  Dial:1-866-WMI-2PAY (1-866-964-2729) Hours: 24 hours a day, 7 days a week. A small processing charge may apply.
  Or, Pay Online: www.wm.com > Support > Billing & Payments > Make a Payment. No processing charge applied.
  
  Billing
  Billing Questions? Find information on ‘How to Read Your Bill’, watch a brief video and answer billing questions online at www.wm.com > Support > Billing & Payments > Learn About Your Invoice
  
  Missed Service
  To report a missed service: log into your account at www.wm.com > Manage My Services, Select Service > Report Missed Service
  
  Request an Extra Pickup 
  Commercial customers may schedule an extra pickup online: log into your account at www.wm.com > Manage My Services, Select Service > Extra Pickup
  
  Request a Bulk Pickup
  Residents may be able to schedule a bulk/large item removal: log into your account at www.wm.com > Manage My Services, Select Service > Bulk Items Pickup
  
  Contract Terms and Conditions
  The Service Agreement will include the number of months contracted for services. After the initial ‘Term’, the contract will automatically renew for the same number of months unless either party gives the other party written notice, via certified letter, prior to the termination of the then-existing ‘Term’. Please review the Agreement for time requirements regarding notification. If there are questions or the customer needs a copy of the Agreement, please call your Account Manager.
  
  Liquidated Damages
  If a Customer terminates the Service Agreement prior to the expiration of the ‘Term’, the Customer will be subject to Liquidated Damages. Please review the Agreement for terms regarding Liquidated Damages. If there are questions regarding the Liquidated Damages, which may be owed, or if a copy of the Agreement is needed, please call your Account Manager.
  
  Delivery/Removal Charges
  A charge is applied to a customer’s account when a container is delivered or removed. Delivery and removal charges cover administrative and operational costs to process and perform deliveries of new or additional containers or remove existing containers at the customer’s request or at the end of service. Notice of these charges can be located on your invoice or applicable service agreement.