WM - Norton, MA Hauling

Around Norton and down through places like Whitman, Norwood, Mansfield, and Attleboro, WM - Norton, MA Hauling looks like two different companies depending on what you need and who you end up dealing with. And that’s not me being dramatic—guys on the trucks get a ton of “great job each week,” “always friendly and courteous,” and “nobody picks up my trash/recycling better” type of talk. People notice when a bulk pick up shows up at 7:30am, when the crew works through a snowstorm, or when the driver actually yells out a reminder about the revised schedule for next week. That’s the boots-on-the-ground side, and it tends to be on time, no fuss, and pretty cleaned up when they roll out.

But the office side? That’s where the reviews start to bite. More than a few folks call it “almost impossible” to get a real person, or they get transferred, cut off, hung up on, or stuck waiting days for a call back. And when a pickup gets cancelled, re scheduled, or shifted Friday to Monday with no notice until the next day… you feel it fast. Who wants to play the weekly game of “I don't know when to position trash or recycle barrels outside,” especially when you’re storing their bins in your garage and dragging them to the curb anyway.

Pricing and policy changes also show up as a real sore spot. You’ll see “good prices” and “affordable” from some customers, yet others talk about a 50% fee increase in a year and a half, raised prices, or getting charged for stuff that felt backwards—like a fee for “storing their bins” when the bins didn’t get picked up for weeks. And the recycling policy change complaint (no lid, blowing down the street) is the kind of messy reality that sounds small until you’re the one chasing cardboard in the road. That’s when people say “Run - do not walk,” and honestly, I get why they’d be hot about it.

However, when WM has the process dialed in—like the Attleboro bulk-item amnesty where it was “very easy,” email reminders went out, and the pickup happened when it was supposed to—that’s the version of them contractors like. Simple scheduling, clear follow-through, truck shows up, job gets done.

So my local read is this: the field crews carry the reputation with dependable service and solid effort, yet the communication chain and customer service can turn into a headache when anything goes sideways—missed weeks, broken tote covers, billing disputes, schedule changes, all that. If you’re the kind of customer who never needs to call, you’ll probably say “Never any issues…..” If you do need to call, are you ready to work for it?

In this area, WM stands out as a strong pickup operation with uneven front-end support—the trucks do the job, but the phone line doesn’t always.