Nikz At The Top

*** *** 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

[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 ***6, 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,
*** ***

I spoke with Dr*** and explained what has been going on and what we are doing to correct the issueHe now has a direct number to reach me and seemed appreciative of the conversation

Fees have been credited offThank you!

I have spoken to the customer. We had an error on our part that delayed the check being processed. We are getting the check expedited to her current address. Customer was satisfied with our actions and response. Bill V***General ManagerRepublic Services - Beaumont

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

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

I reached out and left a voice mail regarding his concern and asked for a return call to my direct numberI received a voice mail in response that there was no reason for us to speak His complaint was that he was told it would be $for the service and $for the cart delivery, a
total of $I do not have the ability to listen to this call, so I cannot confirm what the exact conversation entailedThis customer was charged the $for his cart delivery along with a fuel and environmental fee which totaled $His trash service base rate is $for months of serviceThe fuel and environmental fees on this invoice were $Fees plus base rate = $which is less than the $he was quotedThe invoice was for $because his first invoice was prorated to include part of March (March - March 31) and April, May and JuneThe prorated amount is $for services provided in MarchThank you

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***

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

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

[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,
*** ***

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

I have contacted Mr*** regarding this complaintMr*** says he called in when he stopped residing at the property to request a cancellation of service, but was told by a representative of Republic Services that he could not stop serviceIn *** ***, residents are eligible to use
a one year vacation hold, with the option to extend at the end of the one year periodThis service should have been offered to Mr***. I have agreed to credit the full balance on the account of $Normally, we would not offer a credit that extend so far back in time, but have elected to in an attempt to prove an agreeable partner with Mr*** in resolving his issue. Per the discussion between myself and Mr***, we will resume service effective June 1,

I *** *** Ops Supervisor have talked with the *** ***d and I will be removing the carts from her house today. I did tell her that it maybe as late as 7pm but I will be removing them today

Customer has been serviced as of July 9, 2015. Supervisor visited site to verify and spoke with the customer on the phone same day and she was satisfied. Manager also called today and left message stating if she had any further concerns to contact me directly.*** ***

Sir or Ma’amYour company took my money in July, and now you sold a portion of your company that services my geographical areaThat, respectfully, is not my concern.Republic Services took my moneyRepublic Services should refund it.My next email is going to be to the media

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

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

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***