Nikz At The Top

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

This claim was processed in accordance with Republic policyAll claims (property damage and/or injury) are handled through third party, ***Locally, we are unable to pay for damages or repair property
The local management team as well as the adjustor at *** has requested various information which the customer has thus far refused to provideThere really isn’t much else that can be done without ***’s cooperation

The attached complaint is not for the Republic Services division in *** KentuckyI’m sorry but without an account number I can't direct the complaint to the correct divisionPlease contact the customer for additional information and direct the complaint to their local office for proper
resolutionThe PO Box address that this form was originally mailed to is a payment processing center at a bank and cannot correctly forward information.Thanks,Denise K***Billing CoordinatorRepublic Services, *** KY

Mr***, Unfortunately due to operational issues Republic Services can no longer provide residential trash collection at your homeWe apologize for any inconvenience to you and your familyRepublic Services will be issuing you a refund for your payment of $and you should receive that
check in approximately weeksThanks for your past business!

I would like to present a rebuttal to the answer by Ty K***, representing Republic Services. MrK*** states that he and another representative went to my apartment building and spoke to my manager and his son about renewing a contract. Neither my manager nor his son have authority to sign a contractMrK*** states that the manager said he did have authority and that the son signed the new contract. The son is NOT my employee, just lives at the building with his father. Both my manager and the son deny signing a the contract. I have seen the sons signature and it’s not even close to the one on the contract that was sent to me. Basically, MrK*** is saying that he could have asked any tenant at the building if they had authority to sign a contract, and if they said yes and signed it then I would have to honor that contract. My managers son is just that, a tenant living at my building, although he denies signing anything. I gave a legal day notice to cancel service at the end of the contract that I have, which was June 31, 2016. They still have their trash bins at my complex and are servicing them. I want them to remove the trash bins and honor my day notice. I have another collection company servicing he building Thank you for your consideration of this complaint. Sincerely,

Operations has contacted this customer in reference to service issues and the reason why customer originally cancelled the servicesWe have submitted refund request to our corporate office for a full refund of $This process normally take between 2-weeks before the customer will receive
the refund via checkI have requested expedited processing of this since the Mrs*** *** has been given the run around and hasn't been able to have this situation resolvedWe truly apologize for the inconvenience that this has caused

We discovered the prior residents account was never closed and we continued to service the new resident When the error was uncovered and we we opened the new account, we did not open it correctlyWe made the corrections on the account and went out and serviced the customer that afternoon

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

The customer's account had two residential services - trash and recycle. The $fee represents the standard $removal fee per cart. This will be waived and credited from the customer's open balance since the customer was not informed of the fees. The problem with the partial
refund is that the call center representative that took the customer's call closed the customer's account effective 8/instead of 8/as it should have been. We will issue the partial refund for the cancelled period of service - approximately $will be refunded to the customer. We apologize for the misunderstanding and errors on our part

I have talked to Mrs *** and apologized for her frustrationAfter reviewing the account she was charged for a removal fee of our trash containerThere was also a charge for the container itself placed on her account because we were unable to remove her container when we went to the
locationThe new owner of the property signed up for service with us and asked that we deliver a trash containerWe did inquire if there was a container already at the location and they stated there was notAs a courtesy we have gone ahead and issued a credit for the removal fee and the container itself that were placed on her accountMrs *** will also be receiving a week credit for trash service in her billing period that she did not use

An agreement was entered into with *** *** *** and Republic Services. This agreement was authorized by Vice President, Perry K***. As stated in the authorized agreement, "The initial term of this agreement shall start on the date of this agreement and continue for months
thereafter. The agreement shall automatically renew for successive 36-month terms unless either party gives written notice of termination to the other at least days before the end of their current term...." The agreement was authorized in May of 2013. As defined in the language of the agreement, written notice had to be submitted in March of in order to terminate the successive month termThe current term ends in May of 2019. Republic Services values our partnership with *** *** *** and the services we provide. Republic services has a legal and binding contract with *** *** *** and has offered to work with *** *** *** to do everything possible, short of breaking our contract, to keep them as a satisfied customer. We invite them to contact our office and speak to their Account Manager who would still be happy to meet with them. The final option on our part, and certainly not the most desirable, would be to initiate legal proceedings. Because we are meeting our contractual obligations, we are requesting that they continue to meet theirs

Called and Spoke with *** about issues. Apologized for the service issues he is having and answered questions he had about changes to the type of service we provide from the rear load to the automated pickup. I also requested a field supervisor to visit this location to
determine what was causing the issue and make sure the customer is serviced. Received confirmation from the supervisor that the container was serviced at 1:and the field supervisor will drop by and check the container the next several services to make sure it is picked up

I spoke to *** and explained to her that I will remove the late fee, and will also waive the removal charges and she will be getting that refunded back to her

Account Manager, Tania V*** reached backed out to the customer on Friday, September 29, and will give the credit required to update the accountCredit has been sent to billing to correctIf there is additional item we need to follow up on, please reach outWe thank you for your business

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I wanted to reject the Revdex.com complaint because I do not owe any money to Republic Services They still would like me to pay for services that were not receivedI canceled services with them and there were no charges pending or going to be charged when I initially cane;ed serviceAll of a sudden I checked my account and I have these outrages charges on my credit report years later? There is no way that I should have been charged when I know for a fact had no charges on my account when I cancelled services.
Regards,
*** ***

There has been no acknowledgement of action that will be taken to deal with any future issues, responding to customers through the website, local TV station or communication to the cityIt took the city having to
tell Republic Disposal that they must remedy the situation immediatelyWe pay for a service that we have the right to receive as contracted (unless told of circumstances beyond their control)This situation was caused by the driver skipping some streets, which was unacceptableRepublic Disposal continued the problem by not responding to requests for information, as if their customers don't matterTAKE OWNERSHIP!

Their reply sounds made up No one contacted us and the issue was never resolved What we found out by contacting other residents was that about half the residents in our subdivision received a recorded voice mail of a change of day on pick ups of recycled material We were never officially informed Sending out changes to days should have been done in writing NOT via voice mails Relying on auto whatever is mismanagement in our opinion Blaming system errors for poor customer service is mismanagement in our opinion When a customer calls to complain about a pick up, you contact the driver and speak to him You do not leave a message or reply on some system to fix your problem We felt our usual driver or any driver should have been out to our house first thing the next morning to service our account I counted how many residents participated on the new recycle pick up day this week and only half put out cans So either they are uninformed of a new pick up day or have decided to discontinue with recycling and two different trash days which is probably Republics's goal so as to reduce their workloadI have logged this incident and sit on the HOA Board and we will be reviewing which vendor we use for our subdivision's trash service

Our company policies have changed since the customer started service in Republic Services currently charges to have containers delivered and removedWe will credit the customers account the removal fees in an effort of goodwillBest Regards, Elmer H*** - General Manager

Hi, Kara,Thank you for the feedback and thanks for allowing us to serve you. My apologies for the inconvenience and frustration we caused. I understand *** from our team connected with you last week and provided a full refund. Please do not hesitate to reach out to me
and/or *** if we can be of further assistance. Thanks again and have a great day.JeffJeff M***General Manager, Republic ServicesOffice *** *** ***

***'s home address is accurate and identified as one of several addresses under master account owned by his Home Owner's Association named Tivoli Villas, paid and managed by Walters Management. So long as the account is paid and managed in in one master bill by Walters Management, *** will need to identify himself as a resident at HOA "Tivoli Villas" located at *** *** *** ** *** *** ** when calling in for any services particular to his address. I hOnce our customer service representative has that account up on their screen, *** will be asked details on his particular home address within the HOA. I have confirmed that ***'s address information is correct as per this Revdex.com complaint hub note. I appreciate ***'s business and hope this clarifies the process going forward. *** can always follow with me personally at *** if he has any further questions. Best Regards,Marco G***General ManagerRepublic Services