Nikz At The Top

I received a Phone call from Matt. supposed Supervisor for Republic in the Laughlin region, who told me to wait another two weeks till the next regular Bulk Trash pickup, April 27th, and put out my Washer again. He said that this...

time it would be picked up because he, the Area Supervisor, and not a Company Service Representative  said so. He would ensure that this time I would get picked up. So I get to wait almost 6 weeks....move a washer out to the curb 4 times....move it back 3.....Make3 phone calls....write 2 E-mails.....fill out a complaint form with the Revdex.com.....and accept 3 broken promises of service....only to get to move it back out to the curb and get what I was suppose to 5+ weeks ago based on the assurance of Matt "The Supervisor". Probably, the same supervisor that assured "The Customer Service Representative" that they would come back out and get my washer on Friday, April 13th, when I called her and she talked with my "Area Supervisor". This is absolutely unsatisfactory and unprofessional. They do nothing in consideration for my lack of service and my efforts.! Nor their failure to fulfill their promises or customer service obligations other than to have me do my part all over again and this time "MAYBE" they will do theirs.

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

I called and left a message with the customer n 1/12/16 at 4:10pm. He was provided my direct phone number to call me to discuss his concerns and to gain full resolution. The message stated that operations has been notified and is working to address the issues. Once the customer calls me back we can...

work to gain an amicable resolution for the fees and other concerns he may have. I apologized for the lack of service and again left him my direct phone number to call me back to resolve all.

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.

Customer was removed from any collection activities and account balance is zero.  There was some confusion as to where the customer had sent in his email as there was an incorrect email address was used.  I have communicated to the customer that all balances have been reduced and provided...

him with my correct email address and personal phone #s should he need further assistance.  Thank you [redacted] General Manager

[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.

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.

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,

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]

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

[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]

We have reviewed the account and discussed the process breakdown with the individuals involved.  We have recalled the account from collections and will issue a credit equal to the disputed amount of $34.61.  Thank You

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]

They send you a bunch of paperwork, after you talk to the representative and the paperwork is a lot mumbo...

jumbo legal bull.  They do not explain that your bill will be two to three times as large as you deposit.  Nor do they show any proof of the actual charges.  Therefore, I do no accept their reply it is just as non informational as all their paperwork and procedures.

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.

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.

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.

Reviewed account, have removed the charges of the $88.66. There is now a zero balance on the account, nothing owed.

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