Nikz At The Top

Mr***,I have reviewed your account with Republic Services and I do not see any notes on your account where you called in regarding a trash miss(es). There are notes from our Operations department on 1/2/18, 1/15/and 1/30/stating that your road was impassable and we were
unable to safely service. Our priority is the safety of our employees and the safety of the public. When Republic Services is unable to provide service to our customers, automated calls are done informing customers of the delay. We apologize for any inconvenience the delay in service may have caused. Customers are billed a monthly fee for RESIDENTIAL SERVICE. When Republic Services is able to safely provide service to your address, we will collect all of the trash with no extra charge to you. Again, I apologize for any inconvenience. SincerelyVicki W***Division Controller

The account will be closed with an effective date of 05/31/16. The trash cart is scheduled to be removed on Friday, 6/10/16, and a refund is being processed

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
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 resolvedI received a check yesterday in the mail from republic servicesThank you for your help in resolving this issue
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,
Lucas Verret

The sales rep, *** ***, has left voice mail messages for *** *** at the phone number she provided and has not received a call back. He will continue to try to reach her to work out a resolution

The account was charged for removal fees of carts. Those fees have now been credited and the refund will be processed. I have contacted our Accounts RecvDepartment asking that the check be processed on Friday, December 11th

Credit and Collections Specialist, Jennifer G*** is working personally with Ms*** with the research of this paymentThe $has been removed from the account; and the customer has their services resumedAny further communication is being done with Jennifer and Ms*** Thank you

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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 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,
*** ***

[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,
*** ***

Spoke with Mr***, explained that the invoice he received crossed in the mail with his cancellation of serviceThe cart was picked up on 7/16/I also explained that the balance due totaled $after crediting off the remainder of service and a late fee. He thanked me for
calling him and requested something in writing that says he needed to give a day cancelation notice Or something saying he was responsible for the invoice generatedI directed him to the back of his invoice The call ended very pleasantly, I invited him to return to us at any point to experience the “Wow” in Republic Services

I spoke with Dominic at the customer's location at 9:AM on January 13, and we agreed on the logistics to have the container removedIt was removed by noon the same dayJim J***, Divisional Controller, Republic Services, ***

The customer has been contacted by email. A credit for the missed pick up inconvenience is being written whether the miss was caused by other circumstances or not. We are sending a truck by today to pick up any and all waste. Driver and supervisor are working to find root
cause and avoid further issues

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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 would be satisfactory to me, as long as I receive the refund by the 29th of September, 2017. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I must add that this process of getting a refund takes entirely too long--this is not acceptable for a business to operate in this mannerAnd the original customer service agent obviously needs to be retrainedWhy would I cancel service and NOT want a refund?
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,
*** ***

Thank you for notifying us of the dispute. Mr*** did indeed contact our office and request his last collection to take place on 6/13/16. He had been invoiced for services through 7/31, as stated.On the invoice, it clearly states: "If service is canceled during a billing cycle, the
customer will remain responsible for all charges, fees and taxes through the end of the billing cycleThere will be no proration of billing, and the customer will not be entitled to a refund for the period between the notice of termination and the end of the current billing cycle." Under this clause, there would be no refund due. Additionally, there is a removal charge of $that should be paid upon closing an account. He was informed that we could waive this fee if the new resident called to begin service. Since this did not happen, removal fees would normally be assessed to the account, resulting in a balance due--not a refund. We have sent trucks for a couple of weeks with no success at retrieving our containers.We would like to assure Mr*** that we will not be charging for the removals. Those will be credited off of his account. Additionally, against what was agreed to by the customer through his paying the invoice with the above wording, we will be refunding the full month of July--$39.25. Please inform us if this resolution is not satisfactory. Mr*** may also contact me directly at cl***@republicservices.com if he has any further questions regarding the matter.Thank you again,Carey L***

The General Manager of Republic Services - Crestwood, IL, called Ms*** and spoke with her. The local operation did have some truck and routing issues; however, these issues have been resolved. Republic Services has a separate truck servicing garbage and another truck servicing yard
waste so that these waste streams are not comingled. We take great pride in providing professional environmental services that our customers can rely on and strive to exceed our customer's expectations. Again, I do apologize for any inconvenience that Republic Services caused Ms*** as well as other customers along this service route. Ms*** can call me directly at anytime that she feels the service does not meet her expectations

I have reviewed the response made by the business in reference to complaint ID ***, and it is accurate The cart was indeed picked up on 7/16/after I called on 7/14/to complain again;So, I'm OK with the cart I couldn't not substantiate the 'two-month in advance cancellation notice;' my most recent one does not have that disclaimer; so I will look for invoices from prior years (the invoice is issued annually) to see if this is true.I do however, find it cumbersome that I have to prove I did not break a contractual obligation, instead of the business being able to demonstrate as muchIt feels as if I have to prove I'm innocent instead of them proving that I'm guilty, if that makes any sense?
Regards,
*** ***

*** *** contacted our office on 06/15/with regards to property damage. Republic Services policy is to immediately investigate all claims and submit information to our insurance company, ***. A supervisor investigated the claim and found that the gate door was hanging as a
result of rusted hinges; however, there was no sign of impact to the gate. A report and photos were submitted to our insurance company and the insurance company is working with *** ***. *** claimed to have proof of driver causing damage; however, to date has refused to provide the proof to either us or the insurance company.The claim is being denied until further proof is provided as the hanging gate appears to be simple age, wear and tear and rusted hinges.The claim adjustor is *** *** and the Claim number is ***. *** can be emailed at ***

I spoke with only one personEven though I do not have a truck number I have the exact spot that it occurred and he told me that he could investigate and find the truck that was on that route that dayI described him the truck that was driving and he admitted that those back doors are at least supposed to have a net over top of them so nothing flies out I do have a video to submit if necessary

The local operations team is in communication with Mr*** via email (2) today including one from me. Driver reported that there was no cart out on Tonga this afternoon but its possible Mr*** is placing the cart in a general area off Beyer. Supevisors are following up with Mr*** and the driver now. On a side note, I understand Mr*** perspective on the credit. It is not meant to insult and I can see how it can be difficult to make him whole for the inconvenience. Best thing to do is correct the service going forward. That's our commitment