Nikz At The Top

Mr[redacted] called to sign up for garbage service with Republic Services on 6/3/14, the first correspondence with Mr[redacted] was 11/5/14 when he called to state that his trash was missed this is the note on the account: SCTM RETURN FOR TRASH--This note indicates that Mr[redacted] did call in and...

that we sent out another truck to pickup his trash (this is a general procedure whenever a customer states that they are missed) unfortunately I am unable to address any other issues regarding miss pickups because this is the only miss that was reported. For that reason we do not feel that any credits for miss pickups are justified.I do see where Mr[redacted] went in on line and paid for his service  on 9/20/14 which covered the June 2014  thru Nov 2014,however there was no payment thereafter. Mr[redacted] did not signup for automatic billing he just went in on line and made a one time payment, he would have had to set up bank account information for the payment to be withdrawn from his account each quarter. A delinquency notice was sent as Mr[redacted] stated  he did receive one, this would have been the intent to lien notice, however per our history on the account 6 collection letters were also sent from August of 2014 to 10/2015. Please note when we mail the intent to lien notices we always send notice to the tenant at the mailing address on the account and to the Owner on file at the Clark County Recorders office as per the lien statue NRS 444.520.As I stated above we only had one call from Mr[redacted] regarding his garbage service and he  only made two payments on line 9/20/14 and he called in to setup the service 6/3/14 so I am not sure why he stopped paying his bill but we feel that the lien is justified.

Republic Services will issue credit of $45.00 to customer for failed services. Supervisor will follow up on route to ensure timely services.

Customer was contacted, full refund issued.  Customer satisfied with resolution.

A counseling session was held with the driver at fault and he understands the issues at bay.  He has been informed to slow his speed while in the residential area, please be aware that it is a big vehicle that makes a lot of noise upon acceleration to move.  Also the issues with the...

container not being emptied all the way should be corrected and should be dumped all the way from here on out.  Upon speaking with you I provided you with my direct line and hope if anything comes you will feel free to contact me directly.  We at Republic Services take pride in providing excellent customer service and hope to regain your graces as your trash provider.

Supervisor Kenny W[redacted] personally delivered this customer a container

Please note our company was in communication with Mrs. M[redacted] at the beginning of September and based on her phone request the removal fee was waived on 9/17/15.  I have just reached out to the client to make sure this fact was communicated to her. Thank you.

[redacted]...

[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]

[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] Thank you Revdex.com, appreciate it.

Hi, Mr. and Mrs. [redacted],Thanks for the feedback and for the opportunity to serve you.  I sincerely apologize for the difficulty and frustration we have caused with the spill on your property and the delays in responding to your requests for assistance.  Our operations team in Inver Grove...

Heights is actively working on a plan to clean the area as effectively as possible and we be providing you a significant account credit.   Please do not hesitate to reach out anytime for anything - by phone or email.  Thanks very much, Jeff [redacted]General Manager, Republic Services[redacted]

Customer requested Republic Services not call, so I sent email response to customer's second response.  Email follow up read as such and Republic will providing additional $87.00 refund:      
Ms. [redacted],
I just wanted to reach out to you via email, since you made
it quite clear that you do not want any further calls from Republic
Services.  As I mentioned on our phone call, I am actually the Controller
here in the Yuma office.  If you would like to reach out to the General
Manager or have him give you a call, the GM for the local divisions here is
Peter Sterenberg.  He can be reached at [redacted] or [redacted]
 
As I recall from our previous conversations, I mentioned I
would research your situation and I would get back to you with a resolution, as
I never speak about customer accounts or refunds without clear information
.  The research included working with our operations team, including our
drivers, working with our billing personnel and looking online to see what
notes were input into our system from our customer service group.  Having
done all of that, I followed up with you with what I thought was an equitable
resolution, based on the information I received.  And even though I
thought we had settled on a satisfactory solution, I was wrong in my
assessment.  As I read through your complaint and my response, I’m not
sure which part you find ridiculous, humorous or untrue, but the goal was to
try and answer you in an honest and forthright manner.  So to that extent,
I apologize for anything that was misconstrued or misrepresented.  We know
we can’t be perfect any every situation, but we try to recover by doing what we
believe to be the right thing.  So we will be providing an additional
refund to hopefully compensate your for your time and customer experience
issues.  We will also use this as a learning and teaching tool to get
better at providing exceptional customer experience.  Thank you.
Sincerely,

Customer has a valid service agreement until February of 2018.  Sales representative, Dylan B[redacted], is working with customer, [redacted], to reduce monthly rate to make it more affordable for him to continue doing business with Republic Services.  [redacted] is upset because he was offered a lower rate...

by a competitor, Flood Disposal.  [redacted] has agreed to remain a customer for the remainder of his agreement and we will make every attempt to see that he is comfortable with the cost for service we are providing.

Supervisor will contact customer to resolve issue. Driver will be coached to ensure services are rendered as scheduled. Customer will be issued on month credit for missed services.

Credit for $63.94 was applied on 11/3.  Left message and emailed customer that a credit was applied in amount of $63.94 on 11/3 if has any other questions please contact us.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and am relieved that the assigned task was done as asked. If there is any further issues with my invoice, I will contact the Manager directly.
Regards,
[redacted]

We reached out to communicate the rate change as well as to issue a refund for missed services.  I apologize for the excess, unnecessary information given over the phone and will make sure this is taken to the appropriate person.  Please respond if there are any further unresolved concerns. Thanks

Because of the nature of our business we incur our expenses daily therefor invoice all of our permanent work; Commercial, residential and industrial in advance. The invoices do go out with a due date Giving the customer 20 days to pay, as well as there is a 10 day grace period...

beyond that before any late fees apply. I have issued a credit for the late fee that was generated on the 10/15/16 invoice.

Kraig has called and Emailed copy of existing customer service agreement. He has also supplied options to the customer to continue service with adjustments or terms of liquidated damages to discontinue service. Customer has not replied with how they would like to proceed with options available. Kraig will call, and if no answer, will E-mail information to customer again today. He has been contacting and responding to actual site that is in question because they are the contact on the account at the location in Sheridan AR.

The residential contract between Republic Services & Covington County, Alabama has very specific payment language where customers are required to pay Republic Services no later than the 15th day of month following invoice cycle.  In this case, we billed the customer advance...

quarterly residential service on 12/20/2017 for January 2017 - March 2017.  In line with contractual payment language, the customer should have paid invoice [redacted] by 01/15/2017.  Customer paid invoice on 2/8/2017; however, the payment was received after contractual pay date so the account was closed for non payment effective 1/31/2017 which generated the proration credit of $40.90 (credit invoice attached) in turn generating the refund check customer received.  A container removal was generated on 2/7/17 (before payment received); however, our operations department did not remove the container from the customer's location which is why the customer continued to receive service.  Pensacola Office has reached out to customer on 7/28/17; however, we have not heard back from customer.Per contract, there is a $50 account reinstatement fee which we have waived as a one time courtesy; however, if the account is past due in the future, a $50 reinstatement fee plus a quarter in advance payment will be required to reinstate service.  If the customer needs further details of the contract between Republic Services & Covington County, customer can reach out to county waste enforcement officer Karen L[redacted] at [redacted] or [redacted]

This account has been passed on to the Sales Department and will be closed back to November 2016; all charges after November 2016 will be zeroed out per the Salesperson on this account.  The container will be scheduled for removal before the end of February 2017.

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]