Nikz At The Top

I have contacted [redacted] to discuss billing issues. [redacted] shared account numbers for 5 customers, including her own, along with examples of rising bills over the last 16 months. I will be reviewing these accounts and review history, billing, service etc. I will then research appropriate price for weekly...

service. Once completed I will contact [redacted] to discuss appropriate costs for service and review options/next course of action. I have committed to contact her by end of this week.

My team and I pride ourselves on top-notch service for all customers.  We are striving for perfection but not quite there yet.  We missed the pickup of Mr. [redacted]'s address and immediately responded several times to make the situation right.  I called and emailed Mr. [redacted] immediately...

after receiving the Revdex.com notification and have not yet heard back from him.  We reviewed our standard with Mr. [redacted]'s regular route driver and the operations supervisor.  Additionally, we made a permanent reminder in our operations database to notify our supervisor and dispatcher if we arrive to collect at his address and no carts are out for service.  This will enable us to contact Mr. [redacted] the same day and address whatever needs he has.  Please find attached a copy of the email I sent to Mr. [redacted] on Friday February 3rd, 2017.  Thanks,Jeff M[redacted]General Manager, Republic Services

The account that Mr. [redacted] is referring to was opened during the [redacted] implementation with information we received in April. It could possibly be that Mr. [redacted] lived at the [redacted]address at the time we received the information and has since moved. I do...

apologize for the inconvenience the account has been closed and all credits have been posted to bring the balance to -0-.

We are in the process of investigating this and will follow up upon completion of investigation.

An additional sum of $30.00 will be added to the original refund of $37.91 at the customer's request.  The total refund will be $67.91.

Customer Service Manager spoke with the customer and gave  an additional 5% off her current rate and set the terms at 12 month. Told the customer to set their cell phone for a follow up next year prior tocancellation date to discuss a new rate at that time. When customer...

returned the new signed agreement via e-mail she responded saying: Thank you and it was a pleasure working with you.

Customer will be refunded her $20.00 if there has not been a resolution as of today.  The customer will be contacted directly from our local office and a refund will be issued in the form of a check.  Sorry for any inconvenience.

Please accept our apology for the miscommunication from our customer service representatives and the delay in getting this resolved.  Your servicing division has agreed to waive the prior write off amount and your account has been set up today.  Your account number is...

[redacted].  Your service days are Monday and Thursday so you can expect your trash to be serviced as normal starting Monday May 16th.

I do not accept this because as a customer, I have not receive any form of such notification from Republic Services. If they provide an automatic phone or email notification of change of their schedule, I'd love to enroll. Please let me know how to enroll. Otherwise their explanations are vague.

I have spoken with [redacted] about the Container Non-Removal charge and have advised that I will issue a credit to the account for the charges.  He indicated to me the same as he had in his Revdex.com complaint, that he had sent in his cancellation request to our local office in [redacted],...

VA.  Even though there wasn't any notification verbally or documentation that it was received, I let him know that if it had been received there should have been follow up on our end to verify the cancellation request and confirm dates for removal.  When he called in March when he got his invoice for his new quarter and realized then things hadn't been handled the agent submitted a note for the closure of the account and the service charges were effectively credited to the account for services not rendered.  The account documentation from this call indicated inaccurately that there weren't any containers for removal, further causing an issue in the recovery because she didn't question him on the containers, he was under the impression that the new tenants had started service with us.  I advised him that due to some mis-steps on our part in handling the call in March at minimum that the charges would be credited back to his account.  The credits will post to his account at the close of business on 6/25/15.

Republic Services- you did not address my...

complaint. Of course the account has nothing due, I paid it in full so my credit would not be ruined. I canceled 11/13/17 which is only 2 weeks of service. RS  representative did not warn me that I would be charged for the entire month of November. Otherwise, I would have waited until December 1 to cancel services. Republic services forced me to pay the entire month when I only used 13 days of service. Republic services should refund me $15.95.

Ms. P[redacted] -  First, thank you your input and feedback regarding your poor experience with our company.  We never like to hear that we have customers that have had a bad experience with the service.  From the sounds of it, you had experienced some service failures on several...

levels.  Traditionally our company's promise is that we will handle your trash and recycling needs, that should be effortless to you, our customer.  We also want to be reliable and respectful.We appreciate the feedback that you have provided.  Based on what you have shared, we will take advantage of this information to better educate our service representatives, ensure that our operations processes are working in a sound manner and evaluate where we went wrong.  We will also be re-educating our service representatives to ensure that they are utilizing our information systems accurately and effectively to resolve any customer issues.We do apologize for the troubles you experienced with our company.  Thank you again for the feedback.

We have spoken to Mr. [redacted] about his concerns related to loud and excessive banging from Republic’s actions in picking up waste from the elementary school near to Mr. [redacted]s home. Video evidence supports Mr. [redacted]s claim. In an effort to eliminate the excessive banging, Republic has taken the following steps: 1) Replaced the rubber pads on the back of the truck; 2) Placed a note on the driver’s route sheet requiring the elementary school to be serviced as quiet as possible; 3) Asked the school to ensure the trash is contained in plastic bags so that it falls out of the container more easily; 4) Explained to the drivers that any excessive banging at the elementary school negatively impacts the quality of life of other customers that live nearby. Republic is working to adjust the route timing so the elementary school is serviced as close to 9am as possible. We appreciate the time Mr. [redacted] has taken to explain his concerns and apologize that the matter has taken too long to resolve.

We found the customer's misapplied payment and applied it to her account.  Called the customer and advised that we found the payment.  She had previously made another payment to avoid service interruption, so she their services are not paid through December 31st.  The customer has...

spent $4.00 in fees to fax the proof of payment to us.  We have issued a credit to her account for this.

There is a Credit that was put in our system on 07/05/2017.  I will get with are billing department and get this resolved ASAP.  Customer should see a refund of $86.37 by the end of this month. If they have any issues contact me direct at [redacted] Steven D[redacted] Operations...

Manager, Republic Services of PA, [redacted]

Customer account has been credited and truck was sent back out to ensure services were rendered.

The operations manager has reached out to this customer with no returned call back to us.

when will the check be mailed

Customer stated  she left a message for one of our staff in Itasca.  Unfortunately, our staff never received the voicemail.   We will call customer today and inform the customer it will be okay to pay on Nov 8th this time but going forward, account will still go on service interrupt for any future non payment.

"In reviewing this account.  It appears there was a credit balance of 16.04 after closing this acct.  There was a 30.00 container removal fee that was billed to acct and not paid.The remaining credit balance of 16.04 was applied to off set partial payment of deliver fee and giving account...

a zero balance.  This was done to stop any additional penalty fees from billing to the account.