Nikz At The Top

This issue has been turned over to our insurance company, [redacted] for investigation and resolution. Moving forward [redacted] will be communicating with the customer regarding this issue. Thank you.

Spoke with resident. Bins will be delivered by 3/30/2018 2 months of credit renered

To Whom It May Concern:Republic Services has a contract with the Town of West Terre Haute. This resident does not want to comply with the contract; therefore his issue is with the Town of West Terre Haute. After my visit on August 17, I have left repeated messages at [redacted] with no...

response. Respectfully, Kenny D[redacted], Governmental AffairsRepublic Services of IndianaÉ ([redacted]   Ë [redacted]

All credits applicable credits have all ready been applied.  In fact, we gave him an additional $99.94 as customer accommodation.  He recently moved his location and closed one account and reopened at a new account at the new location.  He has been unable to reconcile is two invoices...

after repeated attempts from his Account Manager, Kevin A[redacted].   This included several phone calls and e-mails and a personal visit.  (see attached e-mail showing his credit memos).    He believes he has paid his balance in full on his old account.   In an effort to clear up his previous balance Kevin A[redacted] issued him $99.94 credit. There currently is no Balance on his old account and his new account is current. His accounts are accurate and up to date at this point.  Kevin will call him today and attempt to resolve his questions again.

Customer has been contact. RS is reviewing the potential for applying a credit with the general manager. Cory L[redacted] will follow up within 48 hours with a determination on the adjustment.

I called [redacted] collections and they have a balance for my account that they intend to pursue. My account was already turned over to collections and I only have 30 days to dispute so I cannot wait a full billing cycle.

I have spoken with the customer and resolved the situation.  She does not need to pay for recycling service that she is not using.  I have changed the customer's account to a lower rate setup, a rate that is lower yet than it would be by just removing the recycling charge.  That rate...

will be effective for two years for her.  In exchange for a refund of recycling charges previously paid, the customer accepted not paying the most recent invoice - which is a larger benefit to her.  I asked her if she was satisfied with her experience speaking with me, and she stated that she was happy with me and is happy to stay a customer of Republic Services.

I spoke to Mr [redacted] and explained his bill dating back 5 years and the fluctuations in pricing wasn't as often however the bill did go up through our price increase model that occurs. He was very understanding and explained that at this time he would not be willing to continue business with us however he would keep us in mind for the future.

Mr. and Mrs. [redacted] contacted the Corvallis office multiple times last Fall regarding their glass service. At that time, we thought the matter resolved as we had not heard from them again regarding the issue. We have sent them a copy of the 2017 glass service schedule and met with the local...

driver to discuss what the root cause may be to resolve the matter. We would be happy to issue them a one time $15.00 credit to their account for any confusion and missed service. We will continue to monitor the situation closely and follow up with the [redacted]'s after their April 28th service to ensure their satisfaction.Sincerely,Republic ServicesCustomer Service Dept.

Good evening.  I want to first apologize if the consumer was put off by our site visit.  This type of behavior by an employee is not tolerated and when made of these types of incidents we require a Route Supervisor to investigate immediately.  Upon receipt of the first email we immediately began our investigation to determine if our employee was indeed inappropriate in the collection of the consumers waste.  The driver was contacted on route and made aware of these allegations.  To complete the investigation our Route Supervisor went to the site of the incident to gain the consumers perspective.  If for some reason the consumer is not satisfied with the approach we took to resolve their concern I am asking that they contact the Operations Manager for that site, Rupert J[redacted] at [redacted] or myself the General Manager, Glenn K[redacted] at [redacted] I want to again apologize for any inconvenience this may have caused you.Thank you.

Hello,I have contacted Mrs [redacted] and left a message to contact me. I did review her account and she did contact is on 09/06/16 regarding the past due balance of $8.17. Upon review it looks like there was an increase in our environmental costs between the time she was quoted her new rate and the time...

her invoice went out. The balance of $8.17 will be credited off her account so she will have a -0- balance. We will have a new invoice sent out to her to reflect this -0- balance. We have also notified our collection team to stop any further contact with her regarding this invoice.

As an open market/subscription residential customer in Dorchester County the service includes both trash and yard waste service.  So you have both services or no service. There will be no refund given on this account, there is no contract.  We have given a rate reduction to the customer as...

a goodwill gesture.

In order to meet the numerous demands of changing pickup times, Republic Services utilizes several tools...  Also, the City of Bellevue posts additional information on their city website (Bellevue Utilities News) in multiple languages. These tools include the following:Attached is an email...

from Jennifer with the city’s communication on the service delay in their Nov/Dec utilities newsletter.There was an alert on RepublicBellevue.com from 12/22-12/30 for the Christmas delay and 12/30-1/7 for the New Year’s delay.  When these alerts are posted on the website, a notification is also sent through MyResource for those who have it.    Our holiday schedule is also explained in the FAQs section on our website. There was an automated call (Robocall) that was sent out to all listed individuals with correct phone numbers in our database that reside within the city limits of Bellevue with the time change.  This is an automated call, so some individuals may not listen to the entire message.Lastly, there was a media alert that was sent out to local news outlets on 12/21 for both Christmas and New Year's.

it appears that our customer was not informed of add on fees. we charge a fuel and an environmental fee.  we want to honor what was represented to Mr. [redacted].we will set his rate at $63 per quarter...

for the first year, as his hoa has negotiated. further, we will issue a credit for the month/s that he paid over $63. republic services apologizes for the incorrect information that was given to Mr. [redacted]    Regards,

[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]

First and foremost, we would like to sincerely apologize for failing to provide Mr. [redacted] with the service that he certainly deserves as a valued customer.  In checking the service recordings on the account, we do have noted 2 calls into our office in December, 2016 where the trash was not...

collected.  Upon researching this service failure with our Supervisor, it has been confirmed that due to our driver communication error, we did fail to collect the trash twice in December.  I do not see any specific past notes regarding service day changes, however in our business, routes are reviewed for efficiency as needed.  It is our procedure to notify all customers who are effected by any day changes not only in writing, but via an automated phone call as well.  Mr. [redacted]'s account was noted when he started service that the collection day was on a Friday, and most recently the service day is Tuesday.  Proper notification should have been provided prior to any change in service.  Again, if we failed to do so, I would like to extend our apologies for falling short there as well.In reviewing the billing file, I can see where there was an additional fee of $9.00 charged on the account for removal of extra bags.  I agree-it is highly likely Mr. [redacted] had extra trash as a result of our service failure.  This fee has been removed from the account.Mr. [redacted]s comments regarding how he was treated when he called in on the phone has been noted, and has been reviewed with both customer service representatives he spoke to when calling in the missed collection.  A positive customer experience is what is expected from all of our representatives.In addition to crediting the $9.00 fee for extra bags, we will also issue a credit of $8.58 to the account for the inconvenience we have caused.  As this account has been cancelled, this amount will be added to the refund that will be processed after our equipment has been removed from the property.  Again, we deeply apologize.

Spoke to Dan and promised to send him a print screen showing a zero balance just as soon as the credits that I entered post to the account.  Nicole P

[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]

Driver has called this customer as not out on the following dates. 1/2/2018, 1/22/2018,1/29/2018,2/19/2018 and 3/26/2018. We have currently implemented a re-route and will ensure service with new driver.

The issues is partially resolved.  The order was received, however, on 3/31 it was discovered that there was a data issue where my address was also...

associated to the HOA for my complex.  This listing of my address on the 'top line' for the HOA was the source of the problems with the the mistaken pick up and missed deliveries.  It has not been confirmed to me that the data issue is resolved.  I am afraid, without that confirmation, this problem is likely to recur and therefore is not fully resolved. Thank you, [redacted]