Republic Services, Inc.

The Customer contacted us in hopes of getting a better rate for service, we offered to work with him and reduce the rate with a new signed agreement. Customer refused our various attempts to retain his account said he would only continue to work with us if we refuded him for the many years he feels...

he overpaid. I advised him that we did not overcharge him that what he paid was the cost of his service with us at the time but that we wanted to work with him I even offered to credit off the invoice from last month. The customer refused to work with us nor did he accept the credit he was offered. Since we have been unable to resolve this matter the account has been closed effective November 30, 2014 the customer was notified. Thank you,[redacted]   Sales Coordinator     [redacted]  o [redacted] f  [redacted] w [redacted]                                         ...⇄ [redacted]   Sales Coordinator   [redacted] o [redacted]
   f  [redacted]    w [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.

Republic Services is committed to helping [redacted] with our complaints and have made several attempts to contact her via phone per her request.  She has been contacted by our Sales Manager, Office Manager and Customer Service Manager with no return calls.  [redacted] has never officially cancelled her service with Republic Services and even stated that she would like a price rollback to meet a competitor pricing as of 12/28/2016.  [redacted]'s rate has been updated to reflect her pricing requested as of 12/1/2016.  We will also allow [redacted] to reach back out to us in 24 hours.  If we do not hear back from [redacted] we will then send all details to [redacted] via certified letter.  Republic Services stands by our pricing policies and would never price increase any of our customers in any form of retaliation.  We appreciate your customers and their feedback and have stated several times that we want to make sure we rectify the issues.  Last call to customer was today 1/16/2017 at 1:55 PM.

I had called Republic Services the first of August to cancel my service prior to my next bill being due. The man on the phone said ok and gave me a date of September 6th as the date my can would be picked up. I thought that was odd given that it was 5 weeks away, but I discontinued using their services the day I called in my cancellation. I had my can out for pick-up on the designated day and then I get an invoice for $143.25 stating that I owed them $ 71.21 for removing THEIR can, and $ 72.04 for a service I had already cancelled. After receiving the invoice I wrote back to the Company explaining the above. Eventually I get a call from their Accounting department telling me she will remove the can removal charge but that I owed them for the Service of August and part of September. I explained to her that this information was NEVER shared with me when I cancelled and had I known that I would have continued to use the service I was paying for. I asked her to check the log of my phone call and to ask the man that I spoke with about this. She, in frustration, agreed to do this (after she asked if I knew who it was), and then put me on hold for 18 minutes. Then, mysteriously the call gets disconnected. Hmmm, interesting! Later, I receive in the mail a threat to be turned over to a collection agency. Seems to be the M.O. of this Company. Shame, shame, shame on Republic Services. I will make sure to let my neighborhood board know about this to see if they will go out for new bids.

We arrived at the customer location and found no debris. contact efforts were not successful. We have discussed the issue with the route personnel. One note that needs to be communicated to the customer, is that we are not allowed on private property without the owner's position. However, the crew...

has been instructed that the debris that may be from their collection efforts needs to be recovered.

Good day and Happy 2017.
I want to share some positive news regarding a negative experience with the Indianapolis REPUBLIC Service [redacted].
But not for customer service employee Ashley this issue would have been an ordeal! On Weds Dec 28th, 2016 I placed my 96 gallon trash can out as normal, right as the truck went by, since it was the week of Christmas I did not think that it would run on schedule! Notwithstanding that, they doubled back and drove by my home and dumpster. So I dismissed it, and left it out for it to be picked up on Thursday Dec 29th, 2016! The truck came by as normal, drove up and down my street, and didn't dump it. On Dec 29th, 2016 I submitted a formal inquiry with the Indianapolis Mayor's Action Line [MAL] for missed trash pickup
[request number [redacted]]. I called REPUBLIC on Friday Dec 30th, 2016 when I got off work at or about 845-9a.m.
I spoke to a male named Brett or Brian? He started off seeming to be concerned! We spoke, and I explained the matter! He and I both agreed that I would call back when I got back up, if my dumpster had not been picked up. I did just that about 1245-1pm. I was then connected to Ashley, she IM Brett or Brian, his reply was smug and dismissive! Own her on accord, she then put my case in an escalated status [[redacted]SSN[redacted]]. She made every effort to cure this matter without saying "hold on, I need to clear this or that with my supv/mgr"!
So I want to give praise where praise is due, too her!

Ms. [redacted] did schedule her extra service to be completed on 5/27, however due to the flooding that occurred on 5/26 we were running with delays the remainder of that week.  Operations Supervisor, [redacted] indicates that our team has went to service the location and a TV was tagged and left...

behind.  [redacted] spoke to Ms. [redacted] to advise her that we don't collect TVs as part of the regular bulk service.  This type service is handled through the Household Hazardous Waste service, however due to the inconvenience and length of time it took us to resolve this [redacted] did go ahead and pick up the TV for her that day. He did confirm that everything at her residence had been serviced and Ms. [redacted] was satisfied with the final outcome.We sincerely apologize for the inconvenience and have reversed her credit cart payment of $81.18 today (reference ID [redacted]). She should see the credit applied to her credit card within the processing time of her credit card company. Typically this appears within 3 days.

This is the worst service ever. I requested for garbage pick up in March. I was told the first pick up day would be on Thursday, March 31. No one picked up the trash. So I called the next day to get it picked up. Again, no pickup. So the following week I called Wednesday night to insure my trash would get picked up as scheduled the next day, Thursday. I was ensured it would be and that the situation would be elevated to the supervisor. Come the following day MY TRASH WAS NOT PICKED UP!!! In addition to the calls I made I also wrote an online complaint. Finally a supervisor called me and said he would have the cart and the trash removed no later than Saturday, April 9. It is now Monday April 11 and the trash and cart is still in my driveway. I called early today and the representative said she would send the message to 3 supervisors. I have been told 4 times that the situation would be elevated to the supervisors and none of these supervisors can't seem to get their employees to do their job. This is bad advertisement for your company. I live in a new subdivision with homes being built. I have had two neighbors approach me about the trash. I told them Republic Service never came to get it and I am waiting to get the cart picked up. They definitely will not be signing up with your company. They decided to go with your competitor. I am getting frustrated and stressed out about this - unnecessary stress if Louisiana's supervisors can just do their job and get someone to get that eyesore of a trash cart out of my driveway. I will not bring it in the garage because the trash has made my garage smell.

We got Republic Services when first moving to Palmer, MA in Sept 2017. They were late on their delivery of their containers, incorrectly charged the first bill, and have missed 3 pickups in the last three months. I have multiple numbers on my account and didn't receive any notifications. It's very frustrating when their excuse is the weather but you see other waste removal trucks driving to your neighbors to pick up their trash. Now they want to charge me for the month of January, where they haven't made a pickup this year, as well as the removal of their bins, which at this point will probably be still full of trash and recycling.. Do yourself a favor and avoid this company. The frustration and not being treated as a customer PAYING for a service is not worth it. Due to their lack of pickup, I’ve been now contending with picking up trash from overflow bags that critters have cut through in the middle of the night. They should be paying me!

Absolutely terrible company with no customer service. This is the third week in a row that our trash has not been picked up on time (at least 2 days late and only scheduled for pickup at that time since I called and complained). 3 weeks ago there was no pick up for the entire week. The next week I called and was told that there was no reason the trash should not have been picked up.

We have been with republic for over 2 years and they have constantly changed our pickup dates while failing to even tell us that they are changing them.

I would recommend my friends throw their trash in the street rather than deal with the asinine business practices that this "company" employs.

We have gone ahead and issued a credit for the entire $35.00 charge as a good faith gesture.

Republic Services Customer Service Supervisor

[redacted]

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,

CSM spoke to [redacted] and he was suppose to have received a $45 refund to his account when the container was removed in July. This was not done. A credit of $45 was put back on the customer's card 3/24/15. [redacted] was thankful for the follow up and resolution.

My name is Ty K[redacted], I am the Division Sales Manager at Republic Services. On this particular day I was conducting a Field Ride with my Sales Rep Porscha G[redacted]. I witnessed Porscha conversing with the Property Manager and his son about extending our Service Agreement. After explaining the...

extension of the agreement the Property Manager instructed us that his son had the authorization to sign the agreement extension. At that moment we explained the type of service will stay the same unless the Manager wanted to make any changes. I witnessed the customer sign the extension.

In order to calm any fears that [redacted] may have regarding being sent to collections, her account is being credited of all charges and will not be referred collections agency.  Credits were entered on 12/11/14, were keyed today, and our system should show a zero balance...

after overnight processing tonight.  All removal fees are also being credited preemptively, so the next invoice may not even be printed.  If it is, she will see a charge and a corresponding credit.As to the reason for closing the account, what turned out to be a very minor billing issue was not the reason for the cancellation of services.  The root issue is that [redacted] has repeatedly used profanity to degrade our customer service representatives.  While offensive, this language is generally tolerated when not directed at our representatives.  The nature of the usage, however, became abusive.  Our employees should have no need to be subjected to such treatment by anyone--not by management, coworkers or customers.  Even her conversation with the Customer Service Manager concluded with heavy profanity.  It is true that [redacted] does not represent another business so as to be held accountable for her actions by her employer.  At the same time, management at the [redacted] location retains the right to make decisions regarding who they do business with and will not knowingly put employees in situations where they will be treated in such a manner.  Therefore, the decision was made to cut ties with [redacted] as a customer, completely at our expense.

We have contacted this customer and resolved the service complaint. We will be provicing her with the credit that she requested.

Letter mailed to customer on 8/27/15 stated the account associated with [redacted]  for [redacted] has been closed and has a zero balance.

Hello,We have reveiwed Mrs. [redacted]s account. We are not showing any current trash service set up for her old residence so there would be no trash cart needed there. Based on the customers observations we will be sending one of our container crews back out to the location to retrieve the trash cart. It may be that when we were out to remove the trash container in May that it was not visible from the road and was unable to be removed. For the safety of our employee's and the resident we do not allow cart removal crews to walk around a residents property to look for these. It is common for landlords or new renters to move them into garages or backyards after a old renter has moved out and we have a difficult time locating them. We have already removed the charge for the trash container  from her account and in a show of good faith we will also credit the cart removal fee of $18.55. The customer will only be charged for the time that she used trash service (April 1st thru May 13th). She will be receiving a refund of $26.57 that will be mailed out in 2 to 3 weeks.

Obviously this is not how we want to provide service to our valued customers. In reviewing the account, we concur that we have failed to provide an acceptable level of service and has created an inconvenience to Mr. [redacted]. We have issued a credit to his account for $117.24 which should...

cover the entire first invoice (services & delivery of the container). We have emailed him to advise onactions taken and we followed that up with a call to review what had been done to resolve this issue.

I spoke to [redacted] on March 31st at 11:50 am I advised her that with the implementation of the Aurora cart program every resident was given the opportunity to exchange their cart one time with in the first 90 days of receiving their carts at no additional charge. Ms [redacted] exchanged her...

container at no charge on 11/14/2015. She than called on 2/22/16 and requested a 2nd exchange, she was advised by the customer service rep that it would be a $25 dollar charge as there are costs involved in exchanging containers (ie labor in picking up the old one and delivering the new one sanitizing the old container to get it ready for someone else...) at that time She requested to speak to a supervisor. I took the call and when I politely confirmed that there would be a charge, she asked to speak to someone higher than me, at that time she ended the call. She received her one free exchange I have charged her for the exchange she is now getting, with the understanding that should she move I would remove the containers at no charge when in actuality she should be charge $50 for the removals. I have also already credited off the 2nd service interruption fee, the first one was credited off by her request on 1/28/16.