Nikz At The Top

We have reviewed this case and found out that this customer was on service interruption, when the overpayment took place on 8/30/16. Customer was interrupted for missing a payment for inv # [redacted] (June, July and August - due date 6/15/16). We requested a refund for the difference right away,...

however in a mean time a new invoice happened to be created (inv # [redacted] for October, November and December - due date 10/15/16.) Our system automatically applied payment to said invoice. On 9/20/16 customer was advised of the situation and offered a free month and two bulk coupons (value of $100.00) for the inconvenience caused. Customer was irate and rejected our offer demanding the entire refund right away in spite of the fact that this would leave the new invoice unpaid and a subject to late fees. Since this customer was on service interruption 27 times since 2009, we realized that this trend would most likely continue and decided to part ways with the client.  Customer will be refunded for October, November and December - the amount of $88.94. This refund will be processed on October 12th, 2016 and we will make sure it is sent to customer right away.

Fee was credited off on 9/8/17.

I  spoke to the customer on 11/27/2017 and explained to her that her 95 gallon cart will be dumped and switched out on 11/28/2017. This was to her satisfaction and I left my contact information with her in case there is a problem.

A credit of $77 has been applied to this account on April 5th. The actual credit will appear within the next 10 days.

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]

Have called this customer multiple times and left voicemails. We have offered to credit the charge for the vacation hold if the customer still would like to process with it. We always try our best to ensure all our customers have a great customer experience with us regardless of their issues or...

complaint.

On 10.23.15 Mrs. [redacted] called stated her account should be closed with bin removals 10.16.15.  Advised we don’t have a request for cancellation and advised a valid CSA on file signed. Republic tried to negotiate new rates as she stated her cancellation was due to a PI she had in October....

She refused to negotiate and wanted to proceed with cancellation as she has a new hauler on site already. We explained the Terms and Conditions of the contract and due to early cancellation of the contract, there will be liquidated damages. She advised she talked to someone at our company on 10.09.15 but last records show no one has called since 03.2014. Mrs. [redacted] stated she will search for her agreement and call back. She sent a letter dated 10.28.15 disputing liquidated damages as well as all charges she received after October’s PI. We called her to confirm we received her letter but the contract still stands and liquidated damages will be mailed to her for her records. She hung up. We certified mailed the liquidated damages but USPS was not able to deliver due to customer refusing to sign. Account was closed due to non-payment on four (4) open invoices. Mrs. [redacted] stated in Revdex.com statement she sent in a cancellation notice in August 2015 for a 60 day cancellation, but our records show she called to cancel in October due to a price increase in October when she received her bill. No cancellation letter has been found or proof of certified signature has been produced by Mrs. [redacted]. We are not moving forward with liquidated damages at this time, but she does owe the past due balance of  $1,299.39 in order to be removed from collections.

Customer, I apologize for any inconvenience you incurred due to this concern. Our records indicate the check was already mailed out on 3/30/18. We are looking into the details of the check, and if able, we will be cancelling the check, and reissuing accordingly. Again, we apologize for the...

inconvenience.

We will resolve this issue with our customer and make sure they are satisfied with the resolution.  Thank you for reaching out to us.Robin M[redacted]Area Director of Operations[redacted]

Hello,Even after speaking with you to ensure I had a zero balance, I still received a Disconnect notice again. I again had to call the office and ask that it be removed off. I will say that the man on the phone did take the charges off for me, but I should have had to call for a third time, especially after filing this complaint three times. I received a bill yesterday for late fees, of maybe 2 or 3 dollars or so. I'll just accept it and leave it the way it is because this has become too much of a hassle. If our city gave other options for trash pick up though, rest assure that I would move my service due to this company's customer service.

Your account is closed and the credit/refund is in process.  On 6/19/17 it appears that you closed your account and at that time the paperwork was created for the refund.  If you would like copies of the paperwork in process or have any further questions, please reach out to my...

billing processor directly.  Her name Christina D[redacted] and her direct desk line is 260-274-5016.  She can also be reached via email: [redacted]  My name is Randy Deming and I'm the General Manager of the Business Unit that serves your area.  Please also feel free to reach out to me as needed at [redacted] services.com.

I spoke with this company last evening and they said that they were going to credit me the amount of money for a recovery fee and the late fee charges. I paid the remaining 39.49. I also requested that they disclose,  to their customers, ALL charges that would be on their bill, including...

recovery fees, administrative fees, and taxes.I am still not sure what my actual pick-up charges are.Thank you[redacted]

I read what the company said in their response. If it is true that they mail me a check for the amount owed..I will be satisfied. I guess I will have to wait until Aug. 11 to find out. But I don't believe this was an oversight like they mentioned. I spoke to them on 3 occasions about this refund. I truly believe they didn't have any intenson to send me a refund check.

Let a voice message for Mr. [redacted] to discuss his concerns with his yard waste and recycling services. We are sorry that Mr. [redacted] feels this way as we service other customers in this community with no concerns or problems.  Also in reviewing Mr. [redacted]'s account their was only three...

notes on his account and only one was a call for a miss. Hopefully after conversing Mr. [redacted] we will be able to resolve any questions that he has with his account, as we our customer focused to provide the best service each and every day.

I waited until today to respond, because Tuesday is pick-up day.  The truck was here at 5 am again, not later as they stated in their solution.  In fact there was more noise than before.  Thanks for trying.  We will just have to live with it, it's only one day a week.

This has been resolved.   A credit has been posted to the account for June 2016 - May 2017 in the amount of  $198.96 to cover the incorrect rate and fees invoiced.   An attempt to contact the customer directly was made 5/16/17;  a message left on the customer's...

phone with a direct phone number to call back the Credit Analyst that processed the credit so everything would be explained first hand.

[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]

We have been in contact with the management company for the complex and they tell us all is fine now that we are coming later as a courtesy to the resident.  Any issues with location and construction of the enclosures should be directed to the management company.  They are not owned or maintained by us.

OK.

On behalf of Republic Services I want to apologize for any confusion that may have occurred during the cancellation of your account, our standard practice is to inform our customers of any charges that may be incurred, this process will be reviewed with our customer service...

representative.  I will have the $16.50 refunded to you.  Thank you for being a customer for many years, if you would like to begin service again with us please contact us at republicservices.com, I will note on your account that we will offer you a free months service for starting back up with us. thank youJim P[redacted]General Manager