Nikz At The Top

Ms. [redacted],You are correct that Republic Services invoices for services in advance. Republic Services issued an invoice to you on June 20, 2016 for waste and recycling service during the months of July, August, and September 2016. Your account was closed on August 30, 2016, with the remaining...

amount due for August 31 - September 30, 2016 credited to your account. Republic Services has not received any payment for the period of July 1, 2016 – August 30, 2016 for which services were rendered. Our standard practice is to apply late fees for all unpaid balances. Additionally, Republic Services charges for cart recovery to cover associated costs (e.g. retrieval, cleaning, and necessary repairs). I apologize for any inconvenience. Please contact me directly at [redacted] with any questions or concerns, or to finalize payment.Thank you,Gregory M B[redacted]

Called customer regarding his service.  The driver is currently on his way back to pick-up the missed cans.  The customer was provided with direct numbers he can call if his cans are missed again.  We are considering this matter resolved.

As I mentioned in detail in my original complaint, the $30 charge for return of the recycling container was a completely erroneous fee. The container return should have been free, and I was already told three times that that fee had been rescinded and eliminated from my account. In the meantime, I spoke with three customer service representatives as well as a supervisor who all confirmed that the $30 return fee was an erroneous charge and that I was owed a refund. My last phone call with supervisor Kelly was on November 28, 2017 at 12:15pm (PDT). She confirmed YET AGAIN that I was owed a refund - of $32.72, she told me - and that I should receive a check in the mail within four weeks. It is now eight weeks and I have received nothing. It is crystal clear that I am being short changed. I wrote all of this in detail in my original complaint already and I am confirming the details again here. Overcharging customers in advance, keeping the surplus, and trying to tack on false charges to an account is a highly unethical, not to mention illegal way to do business. All I expect the refund I am owed, not more of a run-around.

Please supply a copy of the signed contract between Republic Services and [redacted] which outlines the cost for said services including the cost to remove the waste container.

Copies of all 3 invoices were submitted via e-mail to Mr. [redacted] on Oct 6, 2016.  The cost for each rolloff was quoted as $475.00 per container, plus overages.  Per the State of NJ, we have to bifurcate (breakdown) the invoices to show where we internally allocate the funds. ...

Our breakdown is as follows:  $79.44 goes towards the delivery of the container, $357.48 goes towards the actual service (driver costs, fuel, etc) and 2.5 ton worth of disposal, $7.50 NJ recycling surcharge and $30.58 State Tax.  That totals the $475 we charged.  Therefore, the charge of $357.48 is correct, as is it part of the bifurcation of the total charge of $475.00.The total due on Mr. [redacted] account is for tonnage over the 2.5 ton weight limit:3.17 ton overage at $90/ton   $285.302.79 ton overage at $90/ton   $251.105.14 ton overage at $90/ton   $462.60TOTAL Due is actually $999.00. We (Republic Services) actually short-billed the account on the August 31, 2016 invoice number [redacted] the delivery fee of $79.44 was not billed in error and the same for the September 15 invoice number 0865-001317197 short billed $79.44.  Mr. [redacted] actually paid the correct amount, however the bill was not correct, the account did not reflect the $79.44 delivery fee on the last 2 invoices.  the total due on this account is $999.00 for overage in excess of the 2.5 ton included in the $475 price paid per container.

Hi,  I am the General Manager over this site, I have never been aware of any issue in the past and is the first time I am hearing of this. When the customer states she has talked to customer service, I am assuming this is going through on e of the call centers as this is where all the calls get directed. As stated before, I am giving the customer or former customer a direct line to me so I can address her concerns, there is nothing specific in her complaint with the exception of the driver leaving a mess, which I have already had a discussion with the drivers supervisor and the driver. If there is more I would appreciate a phone call so I can better understand everything they are upset about. [redacted] Thanks Doug R[redacted] General Manager Northwest Indiana

Our corporate office, in partnership with the customer's financial institution, is attempting to locate the payment. Our Collections Department has removed the service interruption, and has ceased all collection correspondences.  Our Billing Department is crediting all fees associated with the...

missing payment.  Our Customer Service Department is contacting the customer, now, to provide an update.

Revdex.com complaint ID# [redacted] Rebuttal   After looking at Ms. [redacted]’s account, we found that we have had difficulty retrieving our carts from her property. The cart driver had noted that the carts were not accessible on 5/2/18 at 9:02a.m. when he arrived. We attempted to remove again today and the driver noted the carts were not accessible to us at 11:00 a.m. when he arrived.   Contact was made via phone to the customer and she disputed this. It was agreed that once we are able to retrieve our carts on 5/15/18 and we have confirmation that they have been removed, we will waive the entire $35 service interruption fee on her account.   The customer will be contacted on 5/15/18 to advise of the outcome.   Thank you,   Lindsey P[redacted] Republic Services

they have contacted us sending us a bill saying we owe 212. we only owe for...

december and 1 week in January. they double charged us for February but they havent done any pick up since first week in January. Im paying for their little container which I was told is $30 a month so im trying to figure out where they are getting 212.I want my service cancelled . and I want this resolved because I dont owe 212.00

I would like to re-open this complaint as Republic Services lied in their response and did not remove the charges as promised.  I am now receiving collection letters from them and I need them to fix what they promised. Thanks for your help!

This customer spoke to someone in the call center this morning and was told that a payment was needed first for a Bulk pick up. I have reached out to the Operations Supervisor to ensure that this will be completed on the customers service day 5/26/16. I did leave a message for the customer with my...

phone number to confirm that we will be there on 5/26/16, I also left my phone number if the customer had any additional questions or concerns.

[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 [redacted] 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,
[redacted]

The invoices do not contain adequate notice as required and the contract also limits the types of increases. The "notice" on the invoice is a generic statement that states "rates may change." Republic has offered no evidence of proper notice and no evidence that suggests the increases were allowed under the contract, which requires the customer's consent to increase the rates unless the rates are directly related to increased costs. Republic only offered a $3000 credit, not $5000.

[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 [redacted] 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,
[redacted]

[redacted]...

[redacted]  [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

Hi, [redacted],Thanks for the follow-up.  Connie has processed your credit card credit and it sounds like it may take a few days to reflect on your balance.  We have put an order in to our operations team to remove the cart as well.  Thanks and have a great day, JeffJeff M[redacted]General Manager, Republic Services[redacted]

Tell us why here... ID# [redacted]...

                                        ...⇄                                                                         ...⇄ 4/26/16 Our team has investigated this situation on [redacted] closed account. We have updated his closed account to reflect a zero balance. He was such a loyal customer since 2010, and over the years we have worked with him several times and manage to come to an agreement and continue our partnership. We are very concerned we failed to communicate to this customer how we valued his business. So we will honor [redacted] request. On every bill we send to customer’s page 2 of the bill states our cancellation policy as follows (type and text are as shown): “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 cycle. There 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. This provision will not apply if it is contrary to a current franchise agreement, municipal contract, or other written contract applicable to this account or is otherwise prohibited by law”Republic Services try to ensure customers are educated of any policy or changes via their quarterly bill. We are always looking at ways to improve our communication with customers.  We will certainly take [redacted] concerns and find ways to be clearer on our cancellation procedures.  Thank you,  Jenna M[redacted] Customer Services Manager Republic Services [redacted]

Cardboard was finally p/u 8/19/15 . Customer had contacted us and spoke with another supervisor8/19/15 the same day Revdex.com complaint had come to us. Supervisor issued credit for missed bulk that customer had paid for. Contacted customer and followed up because I was advised that cardboard was p/u...

that day . Called customer to confirm and she was not at home and requested for her to contact us back just to confirm issue resolved and cardboard bulk was serviced. I didn't hear anything back from the customer so I reached out again on 8/20/15. I left here a message requesting a call back to confirm and apologized for issues . Received v/m from the customer on 8/20/15 stating that c/b was serviced and issue resolved. customer stated she was very disappointed that it had to go this far and she just feels like as a company we should do what we say we are going to do . Issue resolved .

My name is Doug R[redacted] and I am the General Manager in Northwest Indiana. I have personally called Mathew and talked to him direct and we will credit off the $24.00 and $5.25 fee. I can be reached directly at [redacted] if there are any future questions by any party, thanks......

I called [redacted] but got voicemail. I will attempt to call her again later this morning as well as the afternoon to rectify these customer service related problems she experienced.Roy J[redacted]