Dear Residents of Harris County MUD 502,
At WM, we are committed to taking care of our customers, our communities, and the environment. We sincerely apologize for the disruption in service that occurred during the week of Christmas.
Unfortunately, due to a miscommunication between internal teams, our dispatch and customer service teams operated under outdated holiday schedule information. This resulted in missed service on Friday, December 26, and conflicting information being provided to residents. We understand the inconvenience this caused and deeply regret the confusion.
As soon as we became aware of the issue, we worked quickly to correct it before the New Year holiday. Additionally, we have taken the following steps to ensure this does not happen again:
- System Updates: We have updated our internal systems to accurately reflect the holiday schedule so customer service representatives provide correct information.
- Operational Priority: This account has been designated as a priority for all service days and holidays to prevent future disruptions.
- Direct Engagement: WM leadership, including myself and the Houston Metro Route Manager, attended the district board meeting to address concerns and confirm corrective actions.
We value your trust and appreciate your understanding as we work to provide the reliable service you expect and deserve. No future impacts on service are anticipated.
Thank you for allowing us the opportunity to serve your community. If you have any questions or need assistance, please contact WM Customer Service at 800-800-5804.
Sincerely,
Reagan Lowman
Public Sector Solutions Manager, WM