Republic Services, Inc.

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

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

Republic Services Customer Service Supervisor

We have had several snow events since the customer has started. We have been unable to get down the customers road due to safety concerns. We have contacted the customer and we will issue one month's credit to his account.

We have waived $85.00 in fees from Mr. [redacted] account.  Mr. [redacted] is currently enrolled in My Resource, which provides him access to his account 24 hours a day.  This also provides him the ability to ensure all payments are made by the due date to avoid any further issues.  We...

apologize for the inconvenience.

The account is under [redacted].

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.

[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,

[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,

I reviewed this customer’s account and called [redacted].  We had a very nice conversation and it was interesting to hear the...

problems she had trying to reach us.  After all was said her concern was the collection agency and additional billings.  I assured her that I notified RMS to close the account and that it was sent in error.  I also let her know that the payment she sent in for the February invoice was sufficient and I was making sure all the billings for removal etc. were being closed out.
I did ask her if she was ever wanting to shop for prices on service to give us a call and to tell the person she talks to that she was a customer in the past so they can pull up her old account.  I put a F2 note on the account to let them know she was a good customer and requested they give her a low price to make up for the difficulties she incurred trying to get her problems addressed. I told her many positive changes were being made within our system for our customers so these problems can be prevented.
 
All the billings for removal fees etc.  were written off when the account was closed.
 
[redacted] was very pleased and satisfied after our conversation. - Cathy L[redacted]

We agreed that the price was to be capped at 3% $82.95.However the designated agreement was not carried out as promised. They raised the price and then took the credit off. The price was supposed to go back to 83.50. It was not that price the last time I looked.  The last statement was 93.60 with the promised 20.60 credit. The credit was fine but they agreed to lower the price to 82.95 and that was not carrier out. 
The last bill does not designate this.
What they are saying is one thing, what they are doing is another.
Thanks for your help.
Dr.DebS[redacted]
HyblaValleyVet

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted]6, 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]

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,

We apologize for the oversight in getting these containers removed.  There was a lack of clear communication between the representatives who took the calls and our operations team.  The first correct notice of what needed to be done got to us at the local office around...

3:30 pm on Friday, 11/4.  At that point it was far too late to get the containers removed.If Mrs. [redacted] were our customer, we would obviously be in a position to do more for her in the way of credits, etc.  As it stands, what we can do is assure that the containers are removed.  We will have a truck at her home to take them this Friday.  If the containers are out at 7 am, we will most definitely remove them during the course of the day.
Thank you.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[redacted]:If you review [redacted]'s document carefully, you will see that the customer's he uses as examples were billed for three months at a time. For example, one bill shows $99 for three months of service. Another bill shows $117 for 3 months of service etc. Since 2009, when we changed to the totes and to what we thought was residential service, we were charged at least $50/month, not every three months. Our billing was every month. The bill escalated to as much as $72/per month in January 2014. When the bill escalated to that point and with no explanation as to why it jumped from $63/month in Dec. 2013 to $72, I started shopping around. I obtained service for $25/month from another carrier. When I called Republic to cancel and when they asked why, it was then that I learned they were charging me at a Commercial rate. What is interesting is that when I asked them more than once to tell me what the residential rate was, they refused to answer my question. While [redacted] indicates that they keep good records, they clearly had me set up as a commerical account and I was being billed monthly. The invoices he has supplied to you are quarterly statements. I want to emphasize that when I called to cancel my service, I had no intention of asking for a recovery of any money as I had no idea during that first call that there was a billing issue. It was Republic Service that pointed out to me that my account was set up as commercial and not residential. And it was Republic Service that pointed out to me that they charged a different rate for Commercial vs. Residential. However, when I started asking more questions, they shut me down completely and refused to answer my questions. [redacted] promised me a return call on more than one occasion and never did return many voice mails I left for him. This is why this is now in front of the Revdex.com and I have filed a complaint with [redacted]. I don't believe Republic Service is being honest at all. Had they simply admitted their mistake, this could have been resolved quickly. However, the fact that they refused to return my calls and would not answer my questions certainly indicates they are either hiding something or not wanting to admit the error that they made. I again am requesting reimbursement for the over charge on our account from approx. Sept 2009 to Jan. 2014, the period of time our account should have been charged at the residential rate.

Regards,

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

To whom this may concern:
I have attempted to contact this customer both yesterday and today and left messages for him to contact me both times. I still have yet to receive a call back. I am showing that the customer's container was delivered on 10/13/15.
Thanks,
[redacted]...

[redacted]Customer Service Supervisor

Mr[redacted] I am sorry you are dissatisfied with our response to your complaint. You did state that your service is good now and after listening to your call between you and the agent I understand that he did explain that you only called in once to state your trash was not serviced and we came back out later that same day to pickup your trash. In the future please make sure to put your trash out at the curb no later than 5:00 a.m. because the trucks run early, and if you have any service issues in the future please call in on that same day to our Customer Service department 702-735-5151 and we will make sure your service is completed.
In regards to the lien that was placed on your property for non-payment you were stating that you did not receive the notice. Unfortunately that would be an issue with your mail because we have not changed your mailing address and we keep track of any returned mail and there is no return mail on your account. You would have received several invoices including the lien notice.
We will credit $11.06 for 1 week of missed pickup. We do appreciate your business.

[redacted] was contacted, a credit for $23.06 was processed for his December service.

Republic Services accommodated the customer by letting them out of the contract early.  The customer received service on 02/02/16. The account was closed before the next service date of 02/09/16.  All charges stand as a contract was in place and Republic Services serviced the...

customer.

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.