Nikz At The Top

The terms of the contract stand. We apologize that this is not ideal for you but the charges and contract are valid.  Thank you.

Per our system, the pickup day is Wednesday, not Friday.  I’m not sure if this is creating the no pickups as stated  below, but when she called on 11/28, we did pick up the trash 11/29 (normal pickup day).  We will call the customer and let her know her correct pickup day.

Per contract we are not required to remove any contractor generated material or any construction material mixed with green waste.  With the drivers seeing the construction being completed by a contractor in the attached picture assumed that all waste generated was produced by a...

contractor not the resident.  We have instructed the driver to pick the piles up this time but from this point forward if the material is contractor generated then we will not remove the items as the resident should have a construction dumpster.  We have already removed almost 3 tons of material from this address.  Our contract with the City expires in one month with the contract going out to bid.  This is a flaw in current contract that results in confusion for the residents and our driver that has to be corrected or clarified in the new bid process.  We apologize for the confusion but if we removed all assumed contractor generated piles routes would not be completed. Please call me anytime if you need any other assistance.  David C[redacted]

Our local Operations Manager responded to this complaint: I talked to Ms. [redacted]. Our driver has picked up her yard waste. She confirmed that the pick-up was complete. I told her that we will put her address on the hot list to make sure she is service on time weekly. Ms. [redacted] also has my...

contact info if she should have any problems going forward.

This customer contacted us at the end of our same-day Service Commitment deadline (12:00 pm).  We made the commitment to deliver the box, but fell short.  Unfortunately, we rescheduled the delivery without notifying the customer.  We did deliver the container less than 24 hours later,...

and honored our removal date commitment.    In addition to the $50.00 that we’ve already credited and refunded, we have submitted a credit for $100.00.  It is being processed, as we speak.  Once the credit posts, today, the refund request will be processed.  Since we have, already, processed a refund via Biller Console, I am unable to refund the $100.00 in real time.  A check will be mailed instead.   The customer utilized the full volume allotment of the container.  While we understand that she may have had workers on site, on the delivery date, she didn’t contact us until 12:00 (half-way through the workday).  Alleging that we are liable for 2 days of pay for the workers is unreasonable.

The Republic Services account for Brenda G M[redacted] originally went on Service Interruption (no trash service) for non-payment beginning on 9.2.2015. Republic Services received a payment for $132.39 on 11.3.2015. The account went on Service Interruption again on 1.5.2016 and 4 attempts were made...

to collect payment from Brenda G M[redacted] on 1.5.2016, 1.7.2016, 1.12.2016, and 1.14.2016. The Accounting Department made contact with Brenda M[redacted] on 2.2.2016 @11.51 and she stated we could have our carts back (we attempted to remove the carts, however, our driver met with some resistance from the customer’s husband, and we left the containers at the property) but she wanted the $90.00 deposit returned to her. The account showcased a $61.00 deposit (the account was established in 2009 and a portion of the $91.00 deposit ($29.00 was applied to the first invoice). The Accounting Department advised Brenda that any remaining deposit would be applied to the outstanding balance that is currently sitting on the account, and Brenda M[redacted] then disconnected the call. The outstanding balances on the account resulted in multiple invoices with different amounts that were due. If the account is placed on Service Interruption, an additional fee of $35.00 will be assessed, which will generate another invoice. We have attached all outstanding invoices, showcasing all outstanding balances that are owed on the account. We have assessed a fee of $100.00 for the trash containers that we were unable to remove. We waive the fee associated with the containers; once they have been returned to Republic Services (Brenda M[redacted] may contact Republic Services @ 817.317.2000 to arrange for the containers to be removed from the property). Thank You.

Customer's account was restarted and a blue Republic Services garbage cart was delivered on 9/12/15

[Renee C[redacted]] Called [redacted] and advised I will credit her the four (4) miss pick-ups as well as send an updated closing invoice.

I spoke with Ms. [redacted] and answered questions and listened to her frustrations. It was a good conversation and confirmation of service days. She has my cell number for any future needs. She indicating she was satisfied with the call and this should be resolved. Thank you

I have apologized and offered the requested amount of $27.46.  We had further discussion points regarding weather delays, and the call center phone on-hold situation.  [redacted] was satisfied with the solution provided.Thank you,[redacted], Lubbock Division Manager

While 6am is better than 4 or 5am, the majority of people are still sleeping at this time. For short periods of time I have noticed the trucks have come at or after 8am, and this time is acceptable.Thank you.

Announcments for rate adjustment and price increase are on hard copy of bills, in this case on second page it is announced. We have contacted customer and gave a credit to cover price increase for one billing cycle. As well as advised where this information can be found.

We do understand your frustration and apologize for the inconvenience and time you have had to spend on this situation.   After further consideration due to the inconvenience we will credit off your next quarterly billing of $46.23 for the January February and March billing that comes out at the end of this month.   Again we apologize for the inconvenience and will follow up with our driver to make sure we are servicing your account as it is scheduled.  Thank you for your time.

[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 have reviewed my account and they have performed the action indicated. I consider this complaint satisfactorily resolved.
Regards,
[redacted]

I...

appreciate Republic's timely response, however, we never received that letter or any notification.  In the past, Republic would even call and leave automated voicemails in regards to the Holiday schedule changes and etc.  Our neighbors did not receive notification either and a lot of residents of the City of [redacted] did not receive any notification.  So now that we have addressed that fact that I feel as though that letter was a lie, just for the simple fact that our letter was not lost in the mail along with countless other residents as well.  Lets move on to the phone call that I placed to Republic.  When I contacted the customer service representative at Republic, she had no clue what was going on and why our can was picked up.  She put me on hold, and it took her 15 minutes to figure it out.  So, If this letter was really sent out, shouldn't that have been noted in the computer system and it would not have taken the CSR so long to figure out why our garbage can was picked up?  Lets continue that phone conversation.  When I asked the CSR who I should call to collect our trash, she did not know.  Now in the letter that we should have received it listed 2 options.  I work in healthcare and every hard copy paper that pertains towards a specific patient or incident is also scanned into for electronic records.  I find it hard to believe that if we were properly notified that the CSR would have been able to find that in my account and would have more answers instead of just saying "I don't know."  I also find it extremely weird, that the letter addressed my concerns that I previously stated and the date listed Is the date that I called originally.  I also went back through our Republic folder (I am a very organized person) and only received an invoice for the month of January.  I do not appreciate being lied to, and I also want to point out that I can no longer log into our Republic Account to view anything, and we still have not received our credit.

Mr. [redacted]-Hello.  I am the general manager for San Diego and I will instruct Jessica to override the contract agreement and cancel any overdue charges.  Best Regards.  Marco G[redacted]

Hello - We apologize for the incorrect billing. A credit has been issued and your account correctly reflects a $0 balance.  Thanks.

My apologies for the way this was handled. Normally, there would have been multiple attempts to collect on a bill before your garbage service was discontinued and or the bill was sent to collections. We will review our practices and determine how this came to be. In the meantime, we will issue a...

credit for the remaining $10.81. Please accept our apologies for the trouble this has caused.

We contacted Mr H[redacted] in regards to his concerns. We apologize for the service concerns that he has experienced and would like the opportunity to rebuild the relationship. We have addressed the issues with our drivers and have followed up with the sales concerns / communication and expect the...

issues to be resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Since the business performed this action already l consider this complaint resolved.
Regards,
[redacted]