Allied Waste Services Youngstown

Review: On August 26, 2013, Republic Services removed both my trash and recycling bins for non-payment. I had never received any notice. On the same day, I immedioately called the company and made payment on my account thru the next billing cycle (Dec 2013). After numerous phone calls the company finally returned a garbage bin to my home after 5 weeks and adjusted my bill accordingly as I had paid for a service which I did not receive. It is now December and I am auto pay and have paid for yet another billing cycle of trach and recycling and I have YET to receive my recycling bin. I have made numerous attempts to contact the company and I am always advised that I will hear from a supervisor or receive my cans this week.I am fed up with this company but there is a township ordinance requiring me to use this company or be subject to a fine. Although the customer service reps are polite and friendly and the trash pickup is fine, obviously no one can resolve my problems and get me a recycle bin. Also, no supervisor can manage to call me either which was what was supposed to happen if I would not receive my bins by Friday.Desired Settlement: I would love to have a recycling bin like I was promised in August with a date for delivery and consequences if they do not deliver as promised. Iwould also like to have my bill adjusted to reflect my time without service which I have already paid for.

Business

Response:

Good Afternoon, I have received and reviewed the customer's complaint regarding their account. Once an account ages to 90 days past due, a final demand letter is mailed in an attempt to collect payment. If the payment is not received, the account is closed and the equipment on site is scheduled for removal. There is no additional notification to the customer that the equipment will be removed. This service is in a contracted area which means we are the exclusive provider or trash and recycling services and it is required that the customer utilize the services. The carts were removed and I confirmed that the customer promptly paid after realizing why the carts were removed. Our account notes indicate on 9/18/13, the customer contacted us electronically for assistance with setting up the auto pay service and a return call was made to the customer by our accounting clerk. On the same date, our residential supervisor was asked to re-deliver the carts. We were not aware that both carts were not delivered at the same time. There was an additional electronic message from the customer on 11/11/13 where the customer indicated we contacted the customer to assist with auto pay on the account. I was unable to find a request to have a supervisor return a call to the customer. I apologize that the customer did not receive a call but there was no request from Customer Service for that to happen. There was a comment about the length of time it took to receive the recycling cart but a ticket was not created because our notes indicated that it was delivered. I will arrange for a 96 gallon recycling cart to be delivered by Friday, 12/13/13. There is a re-delivery charge of [redacted] per cart when service is restored. The cost for recycling service is [redacted] per month which includes the service and the useage of the cart. Since the township requires recycling, the cart is only a portion of the cost. The cost for 4 months of recycling service is $** and since service was active, the credit would be half or $[redacted]. The re-delivery charge is a total of $[redacted] If the customer finds this offer acceptable, I will waive the re-delivery charges and credit the customer [redacted] for not having the recycling cart. Please confirm that the customer finds this resolution acceptable and I will process the credit. Thank you, [redacted], Customer Service Manager

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID 9831298, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, [redacted]

Review: Yesterday our trash man came and collected our trash...when he was done he called my 13 year old son down to the curb and asked him where we got our black large hinged can at...my son wasn't sure so he told him that he thought we bought it at the store...he told him no you didn't and I am taking it...which he did...he put it in the back of the truck with the trash. (We have had this can for over a year now-we recently moved to Struthers but have been using the can for about 3 weeks without a problem until yesterday.)Desired Settlement: I want the can replaced...I do not want to pay more and rent one of their trash cans.

Business

Response:

Good Afternoon,

I have received the customer's complaint from [redacted] and I am responding with our finding. The cart was identified as a recycling cart specific to a recycling program we offer to [redacted]. The color of the cart had been altered but the identification number on the cart was determined to be an asset of [redacted] dba Allied Waste Services of Youngstown, OH. The customer states they have been using this cart for over a year without any issue, however; the account was set up effective 4/2/14. This was the first time our driver encountered our equipment at this address.

Review: The company took over from [redacted] as Republic Services which is a part of Allied Waste and now is not picking up the garbage in the township. Calls to the company take 25 minutes waiting time and give no satisfaction on when there will be a pickup. They have raised the rates, some now are charged an extra surcharge. This seems to say that they do not want to pickup in our area and are not using honest tactics to leave. This problem began 2 weeks ago when only part of the neighborhood had their garbage picked up.Desired Settlement: We obviously need to change the waste service company. We would like to know about whether [redacted] out of [redacted] is a legitimate company since we see only 1 truck and they are very new. Also there is [redacted] out of [redacted]. and we would like to know how they rate as a company.

Business

Response:

Good Afternoon,

I have received the customer's complaint regarding the quality of their service as well as the amount of time it took them to reach us by telephone. I called the customer to let her know that value her business and since we acquired their previous company in March 2013, there has been no change in service or price. She indicated there was a missed pick up last week but that we arrived a day later and picked up. I mentioned that there may have been some confusion last week because it was a holiday week. She did confirm that she received service last week. We take these concerns very seriously and will make every effort to resolve them with the customer. I have reviewed the customer's account with her and confirmed that we have not changed her rate or added any surcharges and that she is being billed the same amount that her previous hauler was billing her. She mentioned that others have told her about the surcharges and rate changes but she didn't know of anyone specifically that she could ask to call me directly to discuss. I explained that there are various times during the month where we experience an increase in call volume and that there are occasions where the wait time have exceeded ten minutes. When we are aware of this, we adjust the greeting to let customers know we are open and available for their call but they may experience a longer hold time before the speak with Customer Service. I offered the customer my direct telephone line in the event she has any additional questions or concerns, she can contact me directly. The customer confirmed that she has received service this week and it was on schedule as expected. I believe this concern has been resolved but please let me know if there is anything else I can do to assist this customer.

Thank you,

Review: I first called 4 months ago to have one of my trash bins replaced because it was damaged from the truck driver and the front is busted and the hinge on the handle is broken. I was told to put it in front of the house where it can be seen so a driver could pick it up. It has been there for 4 months now. My wife has called at least 4 times and had to wait on hold for 25- 30 minutes each time. She kept getting told that they were backed up and they would let a manager know. I called 2 weeks ago and was told it would be picked up that week. It is still there. We have wasted at least 3 hours of our time calling and getting nothing done. Every time my wife wants to go somewhere she has to move the can, pull out of the garage then move it back because it is in front of our garage in the driveway, then when she comes home she has to do it again. We have not used it in 4 months and I get a bill where they are still charging me with no problem. We had to go to this company because our township signed a contract with them but I think we got the short end of the stick. I am paying more for the same service I had with my old company, I had the same problem when we first joined them trying to get a extra bin, The driver has not only busted the trash bin I need replaced but we have had to call the road department to have them fix the street where he dug it up. This company has fallen way short on there services.Desired Settlement: I would first of all like to get the bin replaced that I have been waiting for. I would also like to get a refund for the 4 months I have not used the bin, the time I have wasted calling and the inconveniences of having it sit there in the driveway. I think if they have a problem with being backed up the least they could start doing is calling a day before picking it up to let people know to set it out so people don't have deal with it being an eyesore of months.

Business

Response:

Good Afternoon,

I have received the message regarding the lengthy wait for a replacement trash container. I would like to apologize and let you know that I am working with our Operations Department to expedite the request with a completion date of 8/28/13. I have issued a credit for one month of service which is substantially more than the cost to rent the trash container. You can expect to see the credit on your next invoice. Please feel free to contact me with any questions or concerns at [redacted] and again, I apologize for the delay. There is no excuse to have waited for an extended period of time for the equipment.

Thank you,

Customer Service Manager

Republic Services

Review: Allied Waste has no service dept.I called on 8/23/2013 (2) times got voice message but no ever came to the phone, & there was no way to leave a message. I called last month & same thing happened, I tried to leave a customer service email and their email to customer service didn't work.Desired Settlement: I would like Allied Waste to have a customer service department when calls are made.

Business

Response:

Good Afternoon, I have called and left a voice message asking [redacted] to return my call at my direct phone number. I would like to respond to his complaint first by saying that we changed our phone system in June so that customers calling during the day would not have the option to leave a voice message. The call would be answered by the next available Customer Service Representative. The customer would not have received the option to leave a voice message. There are times during the day when call volume increases and the customer may wait longer than expected to speak with a Customer Service Representative and there were times where in coming calls exceeded the number of phone lines available. When that would occur, the customer would have heard a busy signal. We recognized a need to upgrade our phone system and we did exactly that in September 2013. Our new phone system will still not lead a customer into voice mail during business hours and a Customer Service Representative will answer the call as quickly as possible. There will still be peak times during the day where the customer may hold but we also have a website where he can send his concern electonically. The web address is republicservices.com and a Customer Service Representative will respond within 24 hours or the next business day. Our web address is available 24 hours per day and 7 days per week. If the customer calls after business hours, they will be prompted to leave a voice message. I am not certain what the nature of the call was regarding and I am unable to locate an account in [redacted] name or the address he provided. We do have an account at the same address in a different name. I will await [redacted] return phone call and will do my best to resolve his concerns. If I can be of further assistance, please contact me at [redacted]. Thank you, [redacted], Customer Service Manager

Review: They bought out our trash company, over a year ago before doing so I had purchased a garbage can. Had intended to stay with this company as we were told rates would remain the same they lied and changed those. I left and went else where for garbage removal. Yesterday I come home to find they had taken my garbage can that I paid for it cost $[redacted] and I was told that was a discounted price because I was a loyal customer. I called and left a voice mail no one called me, I called them and was informed to provide a receipt because when they bought out old company it belonged to them. They could take it. I call that stealing first off who has receipts when everything is done online and my bill was paid through online checking.They may have purchased that company, but doesn't give them the right to go taking things from peoples property or what they purchase. Was also told they don't sell the cans they charge a $[redacted] delivery fee. Poor customer service and just all around poor ethics. I would never pay for delivery of a garbage can. If I go to Kmart and buy something and Wal-Mart buys them out are they going to come to my home and take what I paid for no and I wouldn't be having this issue customer service rep used that analogy but to say I couldn't return the item either. I am aware of that but I wasn't returning anything, they took something my neighbors can tell you I paid for can because when cost was on bill I told themDesired Settlement: I would like my money or my can brought back.

Business

Response:

Good Morning, In reviewing the customer's complaint, I have confirmed that the customer requested a cart to be delivered after we acquired her account from her previous company. The carts are an asset to our company and we offer them to our customers to use while they are our customer. We do not charge the customer to use the cart while they are our customer but we do charge a one time delivery fee to deliver it to the customer. We did not sell a cart to the customer but we did charge her for the delivery. Unfortunately, the customer's account became delinquent and we removed our cart. The customer called to have it returned and we explained that we could not return it as it is an asset of our company that we did not sell. The customer referred to a discounted price. The code for the delivery was incorrect and originally billed her at [redacted]. We made the correction to her account and billed her correctly at [redacted] plus fees which was approximately [redacted] for the delivery cost. We asked the customer if she had a receipt for the purchase because we do not have a bill of the sale for the cart. Unfortunately, the account is delinquent and closed and we have no record of the sale of our asset. We are not able to refund any money or return the cart as the customer has requested. Please contact me with any questions or concerns regarding this matter. Thank you, [redacted], Customer Service Manager, Republic Services

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. My account was not delinquent I left because they raised rates. They said they prorated a bill and I owed them $[redacted] don't feel I owed them hence they call [redacted] delinquent I have not had garbage pick up from this company for over a a 9 months to a year at least by my choice. So if they credited my account I never saw and if it was their can why wait a to pick up. I also have never complained about a company but they are rude and feel they can just walk over people. I don't care they can have the money.call it a delivery charges I call both stealing.$[redacted] delivery charge if it belongs to them , charge a rental fee per month . I didn't realize I was paying for them to work I thought paying my bill did that.Also she should have in her records when I called and left their company, I wasn't very friendly that day either.If my rate is going up I expect a notice, they just raised them. Regards, [redacted]

Business

Response:

Allied Waste Services Youngstown made an offer to resolve this complaint. The details are as follows: Date that proposal was made: 2/25/2014 Value of proposed resolution (USD): Description of proposed resolution: Good Morning, I will print a detail of the customer's account and mail it to her for her to review and contact me directly with questions or concerns. I would like to make sure she understands what she was billed for and what she paid for so there is a clear understanding of the remaining balance on her account. The price has remained the same for this customer and if she would have received a price increase, she would have received notification. The cost of the delivery was billed incorrectly and was adjusted from her bill. I apologize if the customer feels that she was spoken to rudely. Calls are monitored and recorded and I will review this date to try to locate the call. I will send the details to the customer for review and ask that she contact me with questions. Thank you, [redacted] Customer Service Manager Republic Services Promised completion date: 3/7/2014 In addition, the business provided the following additional comments:

The cart will not be returned because it is an asset of the company. Upon review of the customer's account, a determination of the account balance will be made.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I will gladly accept this even though I know what I was told originally about the container but In realize sometimes human error and miscommunication can result.. Had I been spoken to like this lady responded with respect and told it would have been looked into. Regards, [redacted]

Review: On more than one occasion out trash has not been picked up on its scheduled day. Also I do not receive a bill until I have a service interruption I on several occasion have called to resolve the issue and have nothing but rude customer service people not help me. on 5/10 I paid my bill in the amount of [redacted], I was told I was up to date until the next billing cycle and I would receive a bill in the mail on 7/24 I received a service interruption that stated that I owe[redacted] - [redacted] due on 5/15 ( which I just paid in full on 5/10) 7/15 [redacted] ( which isnt due until Aug 5 2013) and a [redacted] fee on 7/18 for not paying the [redacted] which I was told that I was paid in full and was waiting for my regular bill to come. I and tried to call on Friday all day to take care of my problem the phone was busy. I was finally able to get threw on Monday after being on hold for 35 minutes and spoke with a customer service representative [redacted]. She was clearly not concerned with why my trash was not collected like it should have been and only concerned with that my service had been interrupted. I tried to tell her several times that I was understanding that my bill was paid in full on 5/10 until my next regular bill. Which I had never received. She was very rude and not attentive to my concern. I then asked for a supervisor and Mona got on the phone and she was the same way. They didn't care that they failed to send me a bill and didn't care they failed in collectiong not only my trash but all of Lordstown's.Desired Settlement: I want bills sent to me and I want the [redacted] fee removed from my bill.

Business

Response:

Good Afternoon,

I spoke with the customer earlier today after she spoke with my Customer Service Representative. The CSR did the best she could to explain the account and the requirement to reinstate service. I apologize that the customer thought she was spoken to rudely. I did over-hear the conversation and can say that the CSR spoke to the customer professionally and with courtesy and respect. The CSR was reviewing the customer's account history and working to get her back on service. When she was asked to speak with the CSR's supervisor, I tried to help as well.

There was a matter of a past due invoice from our 5/15/13 billing cycle and it was paid today. There is a current balance in addition to the service interruption fee that was a result of the 5/15/13 past due balance. I reviewed the account and found that we have previously credited 1-1/2 entire service interruption fees which is a total of [redacted]. I have escalated this matter to our Credit and Collections Department to request and additional 1/2 credit for the current service interruption.

The credit for [redacted] is approved on the condition that the remaining portion of [redacted] is paid first. It has also been determined that no futher credits will be approved due to delinquency. We would like to encourage the customer to contact us to make payment arrangements prior to service interruption. After the invoice is mailed to the customer, we mail a 30 day reminder, a 45 day reminder letting the customer know they have 15 days to make their payment and then at 60 days, a letter is mailed to let the customer know their service has been interrupted and there is a fee accessed. We welcome the opportunity to work with the customer to resolve any payment concerns they may have.

Please let the customer know she can contact me directly to process the service interruption credit. Unfortunately, I will not be able to request the other half to be credited until this is taken care of. I can be reqched directly at (330) [redacted] Monday through Friday from 8am to 5pm.

Thank you,

Review: I being a new customer of Republic Services,as of 10/11/2013, using this businesses services, to date,I have been unable to get this business to pick up my residential trash without having to call them 4 times in the past 5 weeks (on Monday) because of missed pickups on trash day Monday. I have called each time, twice talking to a supervisor, still issue not resolved.Desired Settlement: Republic Services is to call complainant to resolve issue and to explain what will be done to resolve. To date repeated requests to do so have been ignored.

Business

Response:

Good Afternoon, I have reviewed the customer's complaint of missed service and reviewed the account. According to the details on the account, it was determined after the customer set up his service, the address was routed incorrectly resulting in missed service. The routing has since been corrected and the customer is receiving service on the correct day. We apologize to the customer for the error on his account and I have issued a credit for one month of service due to his inconvenience. We belive the correction on the route has resolved the concern but we would like to know if there are any questions or concerns. Thank you, [redacted], Customer Service Manager

Review: Allied Waste is my trash collection company. I have been a customer for 30 years at the same address. My trash collection day is Monday. I had my trash out at the curb Sunday evening (08/04/13) as I always do. This is Thur. 08/08/13 and it still has not been picked up yet.I have called Allied 6 times starting Tues 08/05/13 and they told me it would be picked up the next day. Every day they say the same thing. I have Emailed them 8 times and all they can tell me is they will get the trash as soon as possible. This is terrible service for someone that has been a customer for 30 years. In addition, when you call the company it takes 20 to 30 minutes to get through.Desired Settlement: I want my trash picked up. It has been sitting out at the curb since Sunday night.

Business

Response:

Good Afternoon,

The customer contacted us directly in addition to the correspondence directed through the Revdex.com. The missed service was rescheduled for the next day and we learned after the fact that the customer was not serviced as we promised. Unfortunately, we were not able to offer another re-schedule as the customer had decided to terminate his service. The cart is scheduled for removal within the next 5 business days. We regret not having been able to satisfy the customer and if there is anything we can do to redeem our service with him, we welcome the opportunity. We are deeply sorry that we were not able to take care of his concern immediatly. The customer will receive a refund for the balance of service he paid for and did not receive. Please let me know if there are any questions. I can be reached Monday through Friday from 8am to 5pm.

Thank you,

Republic Services

Consumer

Response:

From: [redacted]

Date: Tue, Aug 27, 2013 at 9:45 AM

Subject: ID [redacted]

To: [email protected]

[redacted],

Finally picked up can this morning. Only took 15 days. Guess you can close this file.

Thanks, [redacted]

Review: Our garbage pick up is to be on wednesday. This past wednesday the trash got picked up for everyone who has there pick up on the main street but some of us have our pick up in the alloy way and our's did not get taken. My boyfriend made a call wednesday when he got home from work(about 3:30pm) and had been told that they would be out to get it. Thursday the trash was still there I called twice that day and again got the same answer "they would be out" Friday morning I went out to find stray animals tearing up the trash in the alloy causing a mess that needed cleaned. Again I made a call to Allied to get someone out to remove the trash that I PAID THEM TO REMOVE! I was told it was reported to a supervisor and they GUARANTEED it would be taken. I called 4 times that day last being around 4:30pm and the customer service rep again told me the trucks run until after 5pm and that again she GUARANTEED it would be removed. Well need less to say this is now Saturday and the trash is still sitting in the alloyway. I called and the customer serice rep and she informed me that it was marked as picked up I explanned that no it was still sitting outside my home. I asked to speak to a supervisor and got informed that NONE of them were in and that I was going to have to wait until monday to speak to anyone else regarding the problem. So I am sitting on almost 2weeks worth of trash with animals tearing it through the night with my bill paid in full and false promise that it will get removed. I told them I was failing a complant and there response was "go ahead" I paid them to remove my trash and I would like it gone thats what I paid for! as well as my other neighbors who have called and complanned that there's hadn't been taken and they also were told that it was going to be removed day after day of calling which they admitted on the phone that "other has also been calling regarding thid route" (route 20 she called it)Desired Settlement: I would like my [redacted] back that I paid on 2/10/2015 for 3 month's service. I have to pay for my NEW trash service to start in april and I feel that since I have been mistreated as there customer and lied to, that they don't deserve my money for there service since they arent WILLING to give the service.

Business

Response:

Good Morning, I reviewed the complaint and discussed it with the Supervisor. It was determined that there was a substitute driver on this route and he had returned to service the trash at the curb and was not aware he should service it in the alley. We typically do not service alleys due to the size of our truck and height restrictions. The customer did have to call several times in order to receive service and I apologized for the inconvenience when I spoke with her. I explained that we should have asked more questions once we saw that the request was closed and she indicated it was not serviced. The Supervisor confirmed it was serviced yesterday, Monday, 3/23/15 and that the driver is aware that service is in the alley. I spoke with [redacted] and confirmed it was serviced and apologized for the inconvenience of having to call so many times. She has been a customer for over a year and we don't want to see her leave unhappy. I explained that there is a new invoice for the next cycle of service that is outstanding on her account. I would clear that balance that is due if she were to decide to cancel service. She indicated that her boyfriend would the one to make that decision. I offered my direct phone number for him to call me directly and advise me of his decision. I confirmed that I would not make any changes on her account at this time and she agreed that her boyfriend would contact me with his decision. The service has been performed and confirmed completed.

Review: I persuaded my boyfriend to get allied waste service. First of all, we stood by them when they honored the strike but they failed to reimburse the week they didnt pick up the trash. Second, I have called them since tuesday, our regular trash pick up day. They said they have a new driver. I said what time should I call back if they're not here? They said call back at 3pm. I did and they said there probably delayed because of school buses but stated they will be here to get the trash for sure. Next day, trash is still at curb. I called them back Wednesday. I said I would like to speak to a supervisor. She said I'll have him call you. There was no return call which I told her I knew no one WAS GOING TO CALL BACK AND GUESS WHAT, I WAS RIGHT. Now it's Thursday November 14, 2013 and of course the trash is still out there. By the way, the bill has been paid all the way to Jan 31, 2014. So tell me why We're not getting service that's been paid for? The customer service is lousy. I'd rather them tell me they're not coming than lie to me with there sorry excuses. Customer service is important to me and I deserve the courtesy of being told the truth. The principle of theissue is not being addressed. I describe it as paying for a steak that you never got. Do you?Desired Settlement: I would like them to honor our contract . They got paid and are not honoring there contract. If they need more drivers they should hire them. I was wondering , is the eyesore trash sitting in front of there homes? Something tells me NO!!!!!!!!!!!!!!

Business

Response:

Good Afternoon, We have reviewed the customer's account and found that the customer's missed service complaint has been resolved. A credit for one week of missed service was applied to the customer's account and we spoke with [redacted] in [redacted] absence on 11/13/13. We apologized for the missed service and assured the customer we would return to service them. We are unsure of the reason for the missed service and believe it was an error on the part of the driver. We believe this concern has been resolved at this time. Please feel free to contact me with questions or concerns at ([redacted]. Thank you, [redacted], Customer Service Manager

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, [redacted]

Review: For at least the fourth time since buying out [redacted] and taking over their routes in Hubbard Ohio they have neglected to pick up our trash within 24 hours of the scheduled day. This does not include holiday weekends. At least twice, currently heading to the 3rd time it is going into several days after the scheduled pickup. I have called several times only to get an answering machine and have received no return call let alone an apology or credit for poor service. In 12 years in Hubbard my trash pickup was more than 24 hours late no more than twice prior to Allied Waste's current stellar six month run.Nothing makes me happier than driving down my street and seeing trash cans and bags on the curb for several days. Luckily to this point no animals have gotten into any of the trash in my neighborhood.Desired Settlement: Although I think a credit or refund is more than due to most or all of [redacted] former customers saddled with Allied Waste, I just want this information posted so everyone is aware of Allied Waste's horrible service and customer support. I am currently in process of changing my trash service.

Business

Response:

Good afternoon, We have spoken with the customer and their service has been cancelled. We have apologized for any inconvenience they have experienced while they were our customer. We have only one record of missed service and it was resolved within 24 hours. We don't dispute they may have been missed but we have no formal record so it would have been impossible to send a truck back to service within 24 hours without having a scheduled return. I also understand that they have received a recorded message. In June, we changed the phone system so that no calls could go into a voice mail box during business hours. The only way to leave a message is after business hours and on weekends. We also upgraded our phone system in September 2013 because it was difficult to reach Custome Service during peak times of the day. We have also added employees to our Customer Service staff to better assist our customers. There is a balance of $[redacted] remaining on the account for services performed prior to the cancellation. I have requested this balance to be credited from the account and there is nothing due from the customer. Again, I apologize for missed service the customer has experienced. Please feel free to contact me with questions or concerns at [redacted]. Thank you, [redacted], Customer Service Manager

Review: I have been a customer for about 8 years and have been charged and invoiced for Hand Pickup ( .5 Yd.). At one point about 5 years ago, my back yard neighbor, who had the same service was being charged about $** more per quarter, after a call, they reduced hers to the amount I was paying. I thought this was just an oversight. Over the years, my service has increased in cost which I thought was just a standard increase. Talking to my neighbors, I found out that for the same service, on the same street, some are paying $**, some $** and one almost $**. When I called about this in December, the lady who answered the call told me that everyone pays different rated by what is put out. I told her that we rarely have anything over the container contents. She offered to drop our payment to $** but I told her to just cancel me. She said she would put an order in to pick up the container. After 3 weeks, I called again and the lady that answered said there was not an order in to pick up the container, but she would put one in. Now, today I received a "past due" notice with a late fee added on. What I fine ironic is that each quarter they charge an administrative fee. I am wondering if the first lady really did enter that I cancelled as she did not seem very nice after I told her why I was calling.Desired Settlement: I would like to know that this was cancelled as requested, calling customer service leaves you on hold for an extended period of time. I would like this straightened out so it does not show that I am past due for a service I do not have anymore, and to be taken off there automatic call list for customer service changes for weather and holiday pick up. I wonder why each home is charged a different rate without notice? If they were going to increase someones fee, shouldn't they be informed?

Business

Response:

Good Morning, I have confirmed the account has been closed as the customer requested. There is nothing due on the account and the customer will not receive any future weather and holiday related messages because the account is no longer active. We are sorry that we were not able to resolve the customer's concern regarding his rate. We make every attempt to offer alternative service plans to accomodate rate adjustments. Not every customer is enrolled in the same service plan which would result in different rate structures. We do not randomly reduce rates but try to determine what the best level of service is appropriate for each customer. We value our customers and want to make every effort to let them know this when we talk with them. We would have liked to be able to keep this customer as a satisfied customer. We would have tried to determine which service and rate plan would have been more approprite for this customer and we would have been happy to make that accomodation. We answer many calls per day and it is difficult to determine the length of time each one will require and we apologize for their wait time and thank them for taking the time to speak with us. We are sorry to have not been able to satisfy the customer's concerns initially and if there is anything else I can assist with, please feel free to contact me at [redacted]. Thank you, [redacted], Customer Service Manager, Republic Services.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I still feel that billing difference customers different prices for the same services on the same street is not fair. Our price was increased slowly over time. Upon asking, it seemed that no customers paid the same. If Allied would publish a rate schedule for there service and inform customers of reasons for increases, that would be fair. We thought the increases were due to the cost of doing business. I don't feel that a customer should have to inquire about billing to be offered almost a $** dollar reduction per quarter. Regards, [redacted] .

Review: I did not renew my service contract with Allied Waste as of 5/1/13 due to unsatisfactory customer service. I have sent two notices of termination of service. The customer service department continues to send me bill notices indicating an unpaid and past due amount. It seems Allied Waste is still sending notices in an attempt to harass us. There is no unpaid balance or past due amount. The service contracts are paid 3 months in advance and I gave notice we would not be renewing our service contract. We have retained a new service provider and have indicated such to Allied Waste. Allied waste has not serviced us since April 2013.Desired Settlement: I would like Revdex.com to contact Allied Waste regarding complaint and have Allied Waste stop sending me unpaid and past due notices.

Business

Response:

Good Morning,

I have reviewed the customer's account and found a service complaint dated 3/27/13. The notes indicate that we missed servicing the customer and the follow up indicated that the driver was not certain of the address. We experienced a work stoppage at our Youngstown facility on 3/28/13 and this customer was not serviced the next day as we would normally have been able to send the driver back the day following a service complaint. We did return to service the customer the following week and the driver was aware of where the customer was located. We spoke with the customer at that time and resolved the service complaint. I am disappointed to learn there continued to be a service failure that resulted in the customer cancelling service.

There are no notes on the account after 3/27/13 and we have not received notification of their request to cancel their service. If the request was mailed to the remittance address, it takes longer for us to receive the request because it is returned from Louisville, KY. I am not certain why I have not received either of their two requests but I will process the cancellation request today and back date the effective date to 4/30/13 which will clear the account of the charges for May, June and July 2013. There will be no further collection activity.

I apologize for the service failure which resulted in the customer cancelling their service. Please contact me if there is any additional assistance I can provide.

Thank you,

Review: I asked that my account be closed last August due to terrible refuse collection service and a VERY difficult to reach customer service department. A refund was requested at that time.(letter posted below) Although my account shows a "credit" Allied Waste has not issued a refund.August 28, 2013Allied Waste3870 Hendrecks Rd.Youngstown OH 44515 "Throughout the past 6 months my garbage collection has been skipped as often as performed! The Youngstown office takes 20-40 minutes to answer the phone and generally fails to return calls. I have spent several HOURS on hold in the past few months. This can be verified by checking the records in regard to the number of times I have reported the failures to pick up. Many failures went unreported. Today I was told the truck supervisor would call. He failed to do so, in the same manor that his collection drivers fail to pick up my PREPAID trash. Account # [redacted]. Please CANCEL my service effective last week (8-20-13) I was skipped AGAIN this week anyway. Please issue a refund for each week that I reported failure to pick up. Never in my 55 years have I had the displeasure of dealing with a company that performed its prepaid contracted duties so poorly IE not at all 50% of the time. Amazingly this same terrible job performance is repeated by customer services lack of availability & lack of credibility when contacted.Former Customer [redacted]Desired Settlement: REFUND OF LISTED CREDIT

Business

Response:

Good Morning, We apologize to the customer for the frustration he has experienced while doing business with us. We were aware of the problem customers were having reaching us by telephone and we upgraded our entire phone system in September 2013. We have added additional staff to answer the phones and hope this has helped correct the problem with contacting us. I have researched this account and found on multiple occasions, our driver noted the trash was not out when he was there to service the address. I have also found that there was one report of missed trash by the customer dated 8/28/13 and our records confirm we returned to service the customer on 8/29/13. We recieved an electronic message from the customer to close his account as he was frustrated by the missed service. We contacted him by telephone and we were told that it was too late to try to resolve the concern and he wished to close the account. The account was closed and there was a credit balance on the account because the service was billed in advance. The credit was processed through our accounting department and was sent to the customer on 10/30/13 in the amount of $[redacted]. There was a service day change due to re-routing this customer's collection day on 7/29/13 and our records reflect the trash was not out on the service day dating back to April 22, 2013. I thought this may have been the reason why the trash was not out on the scheduled day but the re-route was in July and the records date back to April. The letter attached was received after the account had been closed and the credit was in process. A copy of the letter was also received by our Area and Region office and they have asked us to investigate and respond as well. Our General Manager, [redacted] has also been involved and if he has not contacted the customer directly, he will be doing so. Please let me know if I can be of additional assistance in this matter. Thank you, [redacted]

Review: Republic Allied did not pick up my garbage this past week. When I called everyday, the girl, [redacted], would tell me they would pick up my garbage that day. They never did. I had another family member call and [redacted] said that once she gives the information to operations, she can't do anything else. I have never once been late with paying the bill and probably still have time left (we pay every three months). They have terrible customer service and still today (two weeks after the first call) they have not picked up my trash. I had to call to get another trash company.Desired Settlement: refund of any time left on the three month payment (my last payment to them for a 3 month time period was on 7/26/13 for $[redacted] They picked up the trash approx. 1 time after payment was made (they should have picked up once a week for 3 months)

Business

Response:

Good Morning, The customer contacted us by electronic mail and we responded to the request to cancel the service and we have issued a refund for service. I am also responding to the compaint received by the Revdex.com to advise that this request has been responded to. We apologize for the service failure and have processed the customer's request to close their account as a result of missed service. We understand the reason for the customer's decision and regret that we were not able to resolve this issue before they decided to cancel their service. We appreciate their business and would like to ask for another opportunity to resolve this matter and earn their business back. Please contact me at ([redacted] if there are any additional questions or concerns. Thank you, [redacted], Customer Service Manager

Review: Due to their lack of preparation for the impending strike, Allied Waste failed to pick up my garbage for over two weeks (posing a health hazard. This caused me to cancel my service with them. This was over two months ago. They have continued to leave their trash can on my property despite multiple calls requesting that they come remove it. They have also threatened to charge me $70 if it is not here when the eventually come to retrieve it.Desired Settlement: I want allied waste to remove their can from my premises.

Business

Response:

Good Afternoon,

I have received the customer's complaint regarding the removal of the trash cart and I apologize for the delay in removing our equipment. I have reviewed the customer's account and confirmed it has been closed. I will escalate this matter to the Operations Manager and we will remove the cart by the end of the week.

I will also contact the customer by telephone and confirm the removal as well. Please feel free to contace me with additional questions or concerns.

Thank you,

Review: On Wednesday morning, November 27, 2013, my garbage was not picked up as it should have beenThere was slightly more than the usual amount of garbage, but not enough to merit a special pickupAllied Waste picked up my neighbor's garbage and not mineWhen I called customer service, they said the truck had gotten stuckThey refused to send another truck to pick up the garbage, even though it was the day before Thanksgiving and I would have garbage out during the holidayThey told me they would pick it up Friday, November Friday morning I called to make sure they were coming to pick it up as they stated they would, and the customer service representative said that it was to be picked up that dayWhen I got home from work that evening, the garbage was still thereI called their emergency number and someone picked up the phone and put it back downMonday, December 2, I called them and told them that I wanted the garbage picked up that day or I was calling the Revdex.com and that I wanted her to let the appropriate management there know thisShe said she wouldNeedless to say, when I got home from work at midnight, the garbage was still out thereI want others to see this complaint so that they know to stay away from this company.....it is not run well!!Desired Settlement: I want this complaint to be shown on the Revdex.com site under this company's name so that other people can see how poorly this company is run and will consider going with a different companyWe were good customers who always paid on time and this treatment is unacceptableI also want you to let them know that they have a complaint filed against themYou should also consider lowering their grade....they do NOT deserve a "B" This grade is misleading
Business
Response:
Good Afternoon, We have received the complaint regarding service during the week of ThanksgivingWe apologize for not being able to return to service the customer before the holidayWe experienced a winter snow storm which created a safety hazard and prevented us from being able to promise service to the customer before the holidayOur records indicate that we rescheduled service following the holiday on Friday, November 29thWe were not aware the service was not completed until the following Monday, December 2, when the customer contacted Customer ServiceWe understand the customer's frustration and were not aware the service was not completed as promised by Customer ServiceThe customer has already been issued a week of credit and will see that on their next invoiceWe would like to apologize again for the inconvenience to the customerWe were not able to return prior to the holiday and it was not because we did not want to accomodate the customer, it was due to the winter snow storm we had experienced and the fact that the truck had safety issues servicing the area the customer resides inWe do offer commercial and industrial customers an emergency option on our after hours voice messageIt is not a live answered phone but it is a messaging option for commercial businesses to contact us if their equipment needs repairsA mechanic would be assigned to return the call and respond appropriatelyThis is not an option for residential customers and we apologize if the customer thought someone answered and hung upWe are checking to make sure the message is clear on the emergency optionWe appreciate the customer's business and apologize for the circumstance that prevented us from returning to service them prior to the holidayWe have operated our business in this area for over years and have worked hard to build a strong reputationOur first priority is to operate safely and service our customersWe continue to work hard everyday to earn our customer's business and we hope that we can earn this customer's trust againThank you, [redacted] Customer Service Manager

Review: Allied Waste Services were cancelled by me approximately four months ago. My neighbor and I have made multiple calls to customer service to have the waste containers picked up by the company. Customer service representatives have all been very courteous on the phone, taken the information, and passed it on to the next level. To date, the waste receptacles are still sitting at my home and my neighbor's home and we want them picked up by Allied Waste.Desired Settlement: Remove the waste containers from our property.

Business

Response:

Good Afternoon, I have received the request to remove the carts for the customer and have escalated the request to the Operations Manager. We anticipate the removal to be complete within the next 2 business days and ask that the cart is placed out near the house or garage. It is not necessary to leave the cart at the curbside. We apologize to the customer for the delay in removing the carts. Please feel free to contact me with any questions or concerns at [redacted] I am available Monday through Friday from 8am to 5pm. We thank the customer for their business and would like to be of service to them again in the future. Thank you, [redacted], Republic Services

Consumer

Response:

Although Allied Waste Services proposed an adequate resolution to complaint ID [redacted], they have failed to carry out this resolution as promised. For your reference, details of the offer I reviewed appear below. The cart has not been picked up as promised. I request that this complaint be re-opened and the business contacted. Regards, [redacted]

Business

Response:

Good Afternoon, I have confirmed with the customer that we have removed the trash cart. I was not able to determine what date it was removed. If there are any additional questions or concerns, please contact me at ([redacted]. Thank you, [redacted],Customer Service Manager

Review: We have been patient with the transition in the garbage company. We are/were quite understanding with the strike. However,for Allied/Republic to repeatedly not collect garbage on scheduled dates is getting irksome. We have called company repeatedly,and there is always a long wait on phone 20-30 minutes at min, 45-max. We have answered them as to our road being a main highway not side street or dirt road. We have been assured several times it will be picked up that day and it is not. We have critters getting into it and yet cannot bring it back in not knowing "when" Allied will pick it up. We have told them if the scheduled day of pick up is not working for Allied, then please feel free to change it. The problem lies in we have paid for service and it is not getting done. Many people on State Route 305 still have the garbage out, so it is not like a random missed house. I am very unhappy and sorry that I have to contact Revdex.com for this. I am requesting a refund on Monday and switching to a different provider.I have contacted Allied/Republic many times on the phone and this issue is not being resolved. Your actions speak louder than words. This is not a bash on the workers either. We had no problems with the company prior to switch.Desired Settlement: If they do not respond with my call on Monday I will be contacting Revdex.com again. I am sad that this has had to occur and that a previously good company has gone downhill. I know our family is not the only unhappy clients. I am aware of a condo association that is switching service as well. I have encouraged them to contact Revdex.com as well. I was so happy with service prior to change and do not look forward to changing providers however I feel there is no other alternative at this point.

Business

Response:

Good Afternoon, I have received and reviewed the customers's complaint for both missed service and the difficulty in reach us by telephone. I have contacted the customer by telephone to let her know that we take these concerns very seriously and we are working to resolve both matters. We are in the process of upgrading our telephone system which will be completed in mid September. This upgrade will make it easier for customers to reach us by telephone. I have reviewed the customers service address and noticed we recently updated the address from State Route 305 to Wilson Sharpsville Rd. This update allows us to route the address for efficiently. The account was acquired earlier this year and as we are routing and scheduling, the correct street name plays an important part in making sure the customer is on the correct route. I am certain this problem has been resolved and there should be no further missed service now that we have correctly routed the address. There is no need to change the service day but if that changes, the customer would be notified prior to the change. I have issues a credit for the missed service and apologize for the inconvenience and frustration this has caused. I would like to offer my direct phone number if there are any additional questions or concerns. I am available Monday through Friday from 8am to 5pm at (330) 270-4313. Thank you, [redacted], Customer Service Manager Republic Services