Waste Management Waste Management: Fraud Nationwide

"How would you rate our service" Answer: 2 out of 10

"Would you be willing to describe why you have chosen to answer this survey question with an answer of '2'? It would be very helpful if you could be as specific as possible."

Reply:
The only reason I didn't rate Waste Management "1--unacceptable" is that, in fact, you did pick up the trash.
-You bought the company with whom I had a contract. You immediately raised my rates about 20%, despite my contract having a 3% maximum yearly increase. I called and you told me that you had no responsibility for honoring a previous company's contract. That's false. You buy a company, you buy their contracts (how are those anti-trust cases going, by the way?). I simply decided it wasn't worth my effort to take you to court. That was the first impression Waste Management gave this customer. Not a good start.
-Some time later you called and said you needed to add "valet" service--your little jeep that carries the dumpster to the street so that your employees don't have to push it themselves. The previous company had said it wasn't an obvious call one way or the other, but they had their collectors check it who said they were fine with it. Both companies had the same guidelines. They chose "a happy customer is a long-term customer", you chose "if we interpret the rules this way, we can increase this customer's bill 20%". Ultimately it cost you the business. FYI, your employees--the ones who actually pick up the dumpster said it wasn't a problem--just as the previous company's had. In fact, 2 of them had worked for the previous company picking up exactly that dumpster on exactly this property for years. You said it wasn't up to them. I decided it wasn't worth my effort to deal with it further.
-This past year's been tougher than usual, and I decided to take a closer look at expenses. I called my property management company, who has been my property management company for over 20 years. Immediate answer: "Oh my goodness. You didn't change when Western Waste took over? There are 6 companies in our area. 3 we don't recommend. 2 we do. Western Waste we specifically recommend -against-.
I made 2 phone calls. I had calls back the same day from representatives who had personally gone to the property, gave me a specific quote with a yearly contract with a guaranteed monthly price, no surcharges, a 3% maximum yearly increase and no commitment beyond 1 year. One's price was just under 1/2 of yours, and the other's was just over 1/2 of yours. I even gave you the courtesy to call you and give you the opportunity to match the prices. I called my local office. Someone in Texas answered. They told me they didn't know if they could, would have to send someone out to look at the property, and would get back to me within 24 hours. I gave you the full 24 hours. Previous times I have contacted you, not once have you followed through on the time commitment I was given. After giving you the 24 hours you asked for, I called the company who had actually called me back and I hired them. 
Since there happened to be 6 days before you were going to service the dumpster next, out of curiosity I decided to wait and see how long it would actually take you to contact me. I never received a call back. I called you the day before our next service and told you to terminate my contract.
-Oh by the way, it took you 10 days just to do that.
-And oh by the way, you charged me for 2 additional pickups during those 10 days.
You've made it pretty clear how you do business. So I took my business elsewhere.
I don't imagine that this feedback is going to go anywhere or accomplish anything other than me having an opportunity to remind myself why I am now saving 53% on my trash service. But I guess that's up to you. Your bean counters can tell you whether it's a better choice to make money by keeping your customers, or spend that money paying to defend all the lawsuits you're defending yourself against.

Is that specific enough?