Four Corners - GMA OMR Saves - Existing Customer

• Check screen #31 to confirm OMR

• CONTRTYPE – Open Market
Confirm • Does not include HOA or Franchise/Municipal
OMR

• Lost due to Competitor “I want to cancel due to

Price or Service”
• Use template to refer customer to the OMR team
LCP

• RBP – Rollback Price “I want a lower rate for the

same service”
Rollback • Use template to refer customer to the OMR team
 Four Corners - GMA OMR Saves - Existing Customer

• LNL – Lost due to Move and Ownership

• LCL – Lost due to Death

LNL
• DCR handles these requests; Do NOT refer to OMR

• Lost due to Waste Stream – “Remove my recycling, keep my trash”

• DCR handles these requests; Do NOT refer to OMR

LBW
• This is a change in service on screen #5, not screen #2

• DCR handles ALL billing inquiries

• Explain rate increase and/or ancillary/invoice charges
• Emails resulting in rate change or cancel due to rate should be directed to

Billing OMR only AFTER base rate and invoice charges are explained. Credit
requests for Resume Charge and Finance are handled by DCR
Four Corners - GMA OMR Saves - Existing Customer
LCP – I want to Cancel for Price or Service
Dear <Customer Name>,
 
Thank you for contacting Waste Management about your account. You
are a valuable customer and I am sorry to hear you are considering
canceling your service with us; we certainly don't want to lose your
business.
 
I hope you will reconsider, but if not, for all cancellation requests,
please call our office at <xxx-xxx-xxxx> between the hours of <x a.m.
and x p.m.>, Monday through Friday. If you have any other questions or
concerns, do not hesitate to reply to this email or chat with us online
at www.wm.com.
 
We hope to have the opportunity to be your environmental service and
solutions partner in the future. We look forward to speaking with you.

• GMA Saves number 855-250-8721

• GMA Hours Monday- Friday 7:30am-5:00pm EST
• Four Corners Saves Number 855-782-6443
• Four Corners Hours Monday-Friday 6:00am-5:00pm MST
Four Corners - GMA OMR Saves - Existing Customer
RBP – I want a lower rate for the same service

Dear <Customer Name>,
 
Thank you for contacting Waste Management about your account. We
value you as a customer and would like the opportunity to continue
doing business with you.
 
For all rate negotiation requests, please call our office at <xxx-xxx-
xxxx> between the hours of <x a.m. and x p.m.>, Monday through
Friday. If you have any other questions or concerns, do not hesitate to
reply to this email or chat with us online at www.wm.com.
 
Thank you again for contacting Waste Management. We appreciate the
opportunity to be your environmental service and solutions partner.

• GMA Saves number 855-250-8721

• GMA Hours Monday- Friday 7:30am-5:00pm EST
• Four Corners Saves Number 855-782-6443
• Four Corners Hours Monday-Friday 6:00am-5:00pm MST
Modification of Existing Account
 Reinstate – LBP
 Confirm MAS Status
 Review Green Pages SOS
 Reinstate Charges – Prepaid?
 Delivery Charges?
 Template – Billing Reinstatement
 MAP – Reinstate from Written-Off
Status or Reinstate a Cancelled
Due to Bad pay (Suspend/Severed)
Customer
On 2/12/2021 4:02 PM, cgf5555@gmail.com
wrote:
Customer ID:
00023-92342-13004 
My container was picked up but not returned. I
don't know why
On 2/13/2021 3:29 PM, Lizzy Buckmann wrote
Acct: 24-11285-43005
I just paid past due and have another payment
set for 2/21 can i get service restored for
Monday 2/15?
On 2/12/2021 2:50 PM, Corey K wrote
Customer ID:000217403973001
My service lapsed due to an expired credit card.
I updated my payment information and paid the
amount owed. Only problem is my trash can was
never returned. Can I get that back? I have a
smaller trash can I used last week, but the
letter green one would be better.
Quotes
 Identify Service Availability and Type
of Account
 Existing customer in MAS/CAAG?
 Wave for Availability
 OMR/HOA/Franchise/Municipal
 Non-Service Area
 Template – Service Not Available
 OMR * Four Corners - GMA
 Email OMR teams via Outlook with
customer information. Do not provide
customer with email
 Fourcornersomr@wm.com
 GMAOMR@wm.com
 Reply to customer that someone will
call them back
 HOA and Fran/Muni
 Review Green Pages SOS
 Set Up/Delivery – Prepaid?
 Template – Quote RS
 MAP – Residential New Customer Creation in
MAS
On 2/13/2021 11:39 AM, Matheny1112@gmail.com
wrote:
Service Address:
14505 club villa dr unit d
Colorado Springs, CO 80921
I just purchased a condo at Club Villa in Gleneagle
(80921). I believe sanitation is included in my HOA
dues but how do I go about getting trash and
recycling containers?
On 2/13/2021 7:25 AM, charlotte_walker@live.co.uk
wrote:
Service Address:
1718 Ingalls St
Lakewood, CO
80214
Hi, we have just moved into the above address and
wanted to enquire about your smaller trash can
sizes, and what the monthly cost would be for
smaller trash cans, as we don't need a 96-gallon
container. Thank you!
karde1508@gmail.com
2/16/2021 6:32:32 PM
I just moved into my house at 717 renaissance loop
se rio rancho 87124.  I need to know about trash pick
up.
386 Red Tail Ridge Road Idaho Springs, CO 80452
billing concern
Placed in the queue on 2/22/2021 5:50:19 AM by xxxx

Customer ID:
00021-80360-83005 

Service Address:
766 Middlefield Rd
Salinas, CA
93906
 
Language:
English
Comments:
 
I have tried to reach your company MANY times to resolve this issue of money
being owed. I called Feb 15th @ 12:15 ( 10 min hold then bumped off ) & again
right after on hold for 15 min and then bumped me off. I repeated this on Feb 16th
a person stated i had to be transferred because he was not in CA i was transferred
then bumped off again. Today I called & got through to a sweet girl she was
transferring me to a Manager. It rang for 10 min and no way to leave a message. I
NEED HELP
Set up request on new address and need a larger trash can and additional recycle can
Placed in the queue on 2/22/2021 5:26:01 AM by xxxxxx

Good morning,
 
I have been getting kicked back and forth between waste management for a couple
weeks regarding my account. We moved to our current residence, 1021 S. Mills
Ave, Lodi, CA 95242 in the end of December. We are currently paying for and
receiving pick up services. I am trying to get my trash can upgraded to a larger size
and get an additional recycling can. I have spoken with a rep and chatted with
several at Waste Management. I have been emailing City of Lodi and each of you
say that it’s the other persons fault. I was told early last week that someone would
contact me by the end of last week.
 
What do I need to do to get my account set up so I can upgrade my service?
 
Sincerely,
 
Jonathan Vickrey
(209) 224-6096