Nikz At The Top

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

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]

From reviewing the customer account, he should actually receive a refund in the amount of $120.83, which is more than the credit balance he was expecting.  I spoke with him on the phone and informed him that we could not credit his card, but that I could issue a refund and have the payment...

expedited.  He was agreeable to this.    I’ve also emailed him my contact info in case he has any other questions or concerns.

We have serviced the container as scheduled, at this point here is my offer, we will remove the container and negate the agreement if the customer agrees to:  1)  Pay the outstanding invoice of $80.57 2) pay the removal charge as noted on the contract of $140.

We apologize for this inconvenience.  According to our Company Policy after a discussion with our Credit and Collections Manager,  we can only refund a check to the person who sent us the money and is on the account or we can refund it to "The Estate Of".  Since you are still not able...

to cash the check,  you would need to send it back to us,  we will void it and at that point escheat the money to the estate and you would need to go to the estate to retrieve the refund.  Again we apologize for the inconvenience.

I have confirmed with my container maintenance staff that the container at customer location [redacted] was removed on 7/5/17 at 2:26pm.  We have left a call back number with the customer to verify container is no longer there.  I apologize for this delay and have asked...

Operations to review their container removal process to ensure timely cart removal going forward.  I have reviewed the account as well and have request my Accounts Receivable Department to issue proper credits on Account [redacted] to bring the balance to zero.  I apologize for all inconvenience this has caused and I hope these steps resolves the issue to the customers expectation.  If not please contact me.  I appreciate it.Shane O[redacted] Division Controller[redacted]so[redacted]@republicservices.com

[redacted]
Thank you for your email. I removed the .24 late fees from your invoice and attached your revised balance for Nov, Dec and January billing cycle. I am very sorry that you have made more than one call to have this issue resolved and hope that you will allow us the opportunity to prove to you going forward that your business is important to us and that we do value each and every customer. We are committed to making every improvement in resolving any questions or possible concerns more efficiently each and every day to meet your expectations and delivery the very best customer experience. Please do not hesitate to call me directly at [redacted] if you have any additional questions or concerns.
Thank you
[redacted]
Republic Services

I called and spoke with Ms. [redacted]. As she was at work, I asked for an email address and we continued to correspond this way. I apologized to her that she was not transferred to a supervisor when she requested one. She should have been advised one was not available and then given an opportunity...

to leave a voice mail for a return call. I let her know she had been a valuable customer for many years and I appreciated her business. I advised I would not speak as to what another company does or how they determine their costs. I explained that when she first signed up for services at the rate available at that time. Over the next 13 years her rate was adjusted 5 times. I explained our costs in this industry (as with all industries) continue to rise. This includes maintaining the landfills and general business costs. We do strive to provide our customers with affordable service that is manageable for them and we are always willing to work with our customers. I advised Ms. [redacted] that while I could not go back in time to make adjustments, I did appreciate her taking the time to share her concerns. Her feedback is valuable. I have issued a credit on her account for 3 months of free service at her new agreed upon rate and will have the credit refunded to her as soon as possible.

[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 Thursday, January 12,2017 for the business to perform these actions and continue to pick up the trash as originally contracted. I will further wait for a confirmation by mail of the adjusted and reinstated account as well as any new amount(s) on or to the account by February 9, 2017. If the above is completed, I will consider this complaint resolved.
Regards,
[redacted], Mst

This account is under a valid contract, and we are holding them to this CSA. Kraig has contacted this customer multiple times and has tried to resolve issues. We have provided options and worked with requested changes to contract.

[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]

will issue a courtesy month service credit of $33.00. Left message to discuss service issues and will monitor service personally with supervisor , driver and entore team.

Customer was serviced as stated on 1-27-18. Our driver picked up all but 2 on this road and came back and serviced them all after he emptied his truck. This road was snow and ice covered before 1-27. Issue has been addressed and all customers are being serviced.

After conferring with my Controller, we have come up with a solution that is more than fair. Customer needs to pay $127.42 + $132.00, which is $87.42 pickup service, $5.00 late fee, $35.00 service interruption, and $132.00 removal fee. Once this is paid, we will credit the difference and have the container delivered at no charge. Customer needs to ensure that he pays his bill in a timely fashion to avoid these types of situations.

[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. I will also wait to see this action continue over at least the next few months to make sure there is not relapse.
Regards,
[redacted]

Republic Services still has not resolved the issue in a timely manner. They are holding onto my funds in order to collect interest on MY money.

A message has been left for the customer to call me back to discuss this complaint further.

I have been told that a check has been sent on various dates, yet I never received. I was contacted this week by Chrissy who has indicated that she will have another check issued and overnighted so that it can be tracked. If this happens, then the issue will be resolved.

I guess my complaint is not done - Republic left a voice message on or around the 8th saying my account was now zero then yesterday on the 13th they call and leave a voice message on my phone about my outstanding balance and today on the 14th I get a FINAL NOTICE ABOUT MY $114.91 SAYING THEY MUST NOW TURN MY ACCOUNT OVER TO A COLLECTION AGENCY unless I paid in full within ten business days from the date of the notice 11/07/15.  I would just assume that this notice was sent before they zeroed my account by with the voice message yesterday it doesn't appear so.  Thank you for any help you can give.  [redacted]

Not only late fee's were assessed but service fees and other billings as well (same as this $130) out of the blue.  There never was a $130 fee owed, By their own admission the account was on hold on now they say the service went back to active on 9/18 so I owe $130 for that?  You got to be kidding.  Had my service became active again they would have sent a quarterly bill as their service is all prepaid.  They never sent me a thing.  Plus there never was any service resumed because they never picked up a thing here.  Another rep on the phone the other day already told me they were going to remove the $130 charge and pick up the old bin (which has been stored in my garage).  But I knew that would not be the end of it, with more charges coming.  I have read the other complaints and this is their pattern with everyone.  Charges, fee's, and anything they can think of to bill people.  Like I said I never used the service since I quit a year ago and they never resumed anything.  This is all money making trickery and like I said this $33.90 will not be the end of this unending cycle of what I owe these people.  So once again my only desired resolution is they leave me alone and remove my name from their system for good.  I do not want their service and I will not pay for any service I haven't received.