Nikz At The Top

The customers missed refuse was collectedI spoke with *** and explained some of the challenges we had been facingWe issued a credit for the months of unacceptable serviceI have spoken with the route supervisor to ensure service is delivered to the customers expectations

We were able to speak with our customer to provide the details requested

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this
resolution is satisfactory to me. The responsible operations personnel did in fact contact me, and is actively working to resolve the issue
Regards,
*** ***

We have contacted the customer and personally went out to the location to ensure her trash was serviced The container was not out to service, we called and the driver also went to the door to let them know we were here to service but had no luck I have also sent this to our CRC
for a coaching opportunity with the agent that took the call Thanks Brian P***Sales Manager

*** *** become a customer as part of an acquisition of ***'s, a local bankrupt hauler, on 10/1016. The customer data transfer had numerous issues and in this case, resulted in a double billing. I called and left a message for *** and followed up with this email (attached).
We take full responsibility for the error and for not correcting this right away. Thanks, Jeff

As initially discussed with Benny (after weeks of trying to get a response from ANYONE via phone and email), we have had previous missed days in which it was not logged into the accountThere was at least instances where someone placed a recycling bin next to ours and somehow we were charged a $additional services which was shown on the bill and Benny adamantly challengedWe have had problems since the beginning where the routes were changing weekly and we were missing service due to dates being changed without notifying us and reached out to our rep multiple timesWe also requested numerous times that we speak with a manager over the sales department to which we only got Benny multiple times not addressing any of the issues at hand and only pushing the “contract”After FINALLY getting a boss to reach out, we asked him to email us as we would like record of the conversation in writing since we have had so many issues thus far, and he has yet to emailWe have been requesting service termination since December and can provide evidence of such as wellService has been subpar, we complained multiple times when we spoke with someone about our account (we had issues with billing and the online system showing me that the bill was paid when there was an outstanding balance) over the phone, and nothing was fixedA contract is only valid if both sides fulfill their duty to which we feel based on multiple customer service and general service issues, you have notWe would be more than willing to discuss via email only termination of said agreement should someone from your team actually reach out to us

GM Brady L*** called *** *** three times to try and speak with her and resolve her concernsI was unable to reach her, but did find resolutionShe was incorrectly billed and then put on monthly billing when she should have been set on quarterlyI spoke with my accounting clerk and
the customer was properly reimbursed for the incorrect billMy accounting clerk also assured me that she is now properly set to receive the right bill on a quarterly basis. Thank you, *** ***

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 January 19th for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

** *** *** ** *** *** *** *** *** *** ** *** *** *** **
*** *** *** *** *** ** *** *** ***
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,
*** ***

We will look into this situation and have resolution with the customer in Friday and will ensure prompt service

Customer was contactedThe service map and timing was explained

Republic Services records show that the ACH payment for $was reversed on 10-27-Our company does not show that the reversal was rejected and therefore we do not know where the funds areI spoke with Mrs*** on 01-13-17 and she agreed to set up a conference call with her
credit union to see if we could discover what has happened to her refundDuring a conference call with her and Westar CU I was informed that the banking account information in regards to the reversal is not Mrs***s account with her credit unionI have shared that information with my corporate office and they are attempting to get more information from our bank about where the funds were sentI also found out that the credit union uses a third party for their online bill pay servicesThe credit union could not say if the bank account information belonged to Universal Direct Bill and the CU was going to reach out to this 3rd party biller to see if they are holding the fundsI called Mrs*** again on 01-16-to see if she had heard anything from her CU but have not received a responseI will continue to reach out to both my corporate office and Mrs*** in regards to this matter.Karen V** *** ***Accounts Receivable Supervisor Republic Services***

We have researched the account and need to speak with Ms*** regarding the container delivery dates and request for a credit. Will be resolving this complaint today during this phone call and ensure that Ms***'s concerns are resolved

In fact we did cancel service or it would not have taken them months to put it it my nameSecondly that does not excuse the total unprofessionalism of thier organizationI asked for an apology and I still expect one

The customer service representative in the Call Center closed the account back in July, and requested the removal of the cans, waiving the removal fees, but never requested the refund . A refund was requested on the 2nd call by the customer for the pro-rated amount of $206.09,
which went through our refund process. The actual posting of the refund happened earlier today, which means that a check for the refund in the amount of $should be scheduled to cut next Friday, Sept 22. Kathleen S*Office Manager

Customer will receive container tomorrowTenant has been notified via voice mail to leave container out for the exchange

I reached out to our Operational and Dispatch staff on the address to inquire of any service issues they were aware of. There is nothing reported by the Driver or from our Customer Resource Center. I do apologize for the lack of service provided during the two weeks referenced in
the complaint. If you have any further services issues please call our Customer Resource Center at 1-800-235-to report any issue and we can have a truck reroute to pick up any missed service in a timely manner. I have ask our Supervisor and Dispatch to review this route and make the driver aware of service issue reported and the need to fulfill our commitment to our customers. If there is anything further I can assist with please contact me.Thanks,Shane O***Division Controller***

The trash has been picked up so from that standpoint the complaint is resolved but I needed to respond to the MrM***'s response While the mail response was appropriate the response written on the Revdex.com website was not and the facts where not stated correctly First, our trash can was put out on Monday night and remained out until it was picked on Thursday The pickup date is Tuesday The response makes it sound like it was our problem because the trash wasn't out there (we went by several times) This was not the case To reinforce that this was not the case, our recycle was picked on Tuesday So the whole issue here is how Republic Services responded to my wife while making the phone calls just trying to get the trash picked up and now the response on the Revdex.com website Always making it sound like it was our problem Also the comment about coming by several times is not accurate I'm not sure where they were going but it wasn't by our house They really only tried to pick it up once on Wedbut missed the house and then on Thursday they finally found our house and picked the trash up We are really not that upset about the delay of getting our trash picked up, it was how we were treated by the customer service and now MrM***.Sincerely,Dennis P***

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RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution satisfactory to meThe new bins have been deliveredThank you for assisting me with this situation
Regards,
*** ***

[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,
*** ***