Republic Services, Inc.

[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], 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,

To whom this may concern:
I apologize for the poor service that this customer has experienced. The exchange fee was billed to him incorrectly and was removed on 9/30/15. This customer currently resides in the city of Toledo and they are billed for trash services through their water department therefore I can not credit him anything further. Due this I have notated his account that we will grant him one additional free bulk pick up to use by the end of the year. 
In addition, I have taken the proper corrective action with the customer service agents that were involved.
I have attempted to reach out to the customer to discuss this but have received no call back.
Thanks,

Customer Service Supervisor

Customer Service Manager spoke with the customer and gave  an additional 5% off her current rate and set the terms at 12 month. Told the customer to set their cell phone for a follow up next year prior tocancellation date to discuss a new rate at that time. When customer...

returned the new signed agreement via e-mail she responded saying: Thank you and it was a pleasure working with you.

Services were provided durint the prior 10 months under the customers name with payments. No statements have been returned to our office from the post office. Credit will be given for the Service Interrupt Fee due to the confusion.

[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] 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,

This has been resolved with the customer.  A new agreement was signed with a more acceptable rate.

[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], 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,

Please close the issue, they resolved it yesterday but it is still a problem that they charge what they want and then you must negotiate

Regards,

In response to the complaint that was received on February27th, 2015. Let me express my deepest apologies that your experiencewas less than satisfactory in resolving your concern regarding your trash andrecycling not being completed on your normally scheduled day. In addition, wehave met with the...

customer service representative that you spoke with and hewas very apologetic that he made you feel in any way that he was not concernedor urgent about resolving your issue. We will be spending time working andadditionally training with the agent to improve the customer experience overallbut especially when we have any routes delayed during inclement weather to dotheir very best to answer all your questions professionally. We never want youto have to wait to have your services provided and certainly don’t want you tohave anything but a positive experience when you call in to our offices.  We have worked so hard to improve the way wecommunicate to our customers and will continue to make improvements every dayso that your experience meets every expectation. I appreciate you taking thetime to contact us and I placed a one week credit on your account due to yourinconvenience.  I am aware that theCustomer Service Supervisor attempted to reach you several times last week tofollow up with you but if you would still like to discuss this concern furtherplease call me directly Monday thru Friday from 8:00 am to 5:00 PM at [redacted]

We...

spoke with [redacted] regarding the ongoing issues she has been having. Our operations management team is aware of the issues and will ensure they are fixed going forward. We are giving a $66 credit due to the issues she has had. She stated she will give us one more chance to correct this.

This customer contacted us at the end of our same-day Service Commitment deadline (12:00 pm).  We made the commitment to deliver the box, but fell short.  Unfortunately, we rescheduled the delivery...

without notifying the customer.  We did deliver the container less than 24 hours later, and honored our removal date commitment.    In addition to the $50.00 that we’ve already credited and refunded, we have submitted a credit for $100.00.  It is being processed, as we speak.  Once the credit posts, today, the refund request will be processed.  Since we have, already, processed a refund via Biller Console, I am unable to refund the $100.00 in real time.  A check will be mailed instead.   The customer utilized the full volume allotment of the container.  While we understand that she may have had workers on site, on the delivery date, she didn’t contact us until 12:00 (half-way through the workday).  Alleging that we are liable for 2 days of pay for the workers is unreasonable.

Supervisor Erlinda R[redacted] spoke with the customer ([redacted]) yesterday about her service issues....

She claims she has been missed frequently and would like it resolved.  Erlinda gave the customer her contact information if problem continues.  She will speak with both recycle and trash driver about the issue.  HOT stops have been created for drivers route maps.  Erlinda will inspect this stop in the weeks to come.  She was given service yesterday.

when...

will the check be mailed

This customer's credit card has been refunded (it was reversed yesterday) and I will be responding to him apologizing to him for the inconvenience.

Republic Services already issued a one-time courtesy credit.  Mr. Fitzsimmons received many notifications stating charges were due.  No additional credits will be issued.

will remove the 60 day charges per our terms and conditions. But customer is responsible for any open invoices where services were rendered.

Customer was credited $9.07. Supervisor will contact customer.

I would be fine with them calling me and refunding my $9.07. However, I just received a "final demand" for the $9.07. It also states that they turn it over to collections in ten days if I do not pay. This letter was dated March 16th. I...

cannot explain the level of professionalism that this company does not have. I thought everything was fine when I received this email from Revdex.com a couple days ago. I guess not. Honestly, I feel that I have been treated unfairly and that this situation has not been taken seriously. And of course, no one has called me.So at this point, now they must call me and also send me a letter that states I am not being turned over to collections. And the $9.07 should be erased from my account.  
 
Thank you.

We have contacted the customer to discuss the noise level at his location, we explained that servicing our customers is not a noise-less activity but we have taken the following steps to try and mitigate his concerns. Scheduled the stops in this area to be picked up around 9:00am. Replaced the...

rubber pads on the back of the truck, placed a note on the route sheet asking that the stop be serviced as quiet as possible. We also asked the school to ensure the trash is in plastic bags so that it falls out of the containers easier. The customer appreciated the personal attention to this matter.

The matter is being resolved at the moment, but clearly Republic Services does not know what they are talking about.
We only ever increased our service from 1x per week to 2x per week for trash only.  Furthermore, we only had recycling picked up 1x per week.  Before then it was trash 1x per week and recycling 1x per week.  If indeed, according to YOUR records, we were supposed to get 3x per week for trash and 2x per week for recycling, then we have been falsely and unjustly charged for who know how long.  Even your email response is inconsistent.  If we were supposed to have 3x trash and 2x recycling per week as of February, then why have you listed only Tuesday and Thursday for trash and Wednesday for recycling?  Furthermore, we have also been told by Republic various days for recycling.  First it was Tuesday, then it was Thursday, the Friday, and now Wednesday.  It's curious that these random days are coincidentally the next day from a previous failed pick-up day.
Also, per conversation with a Republic Services employee, the most recent failure of pick-up was documented in video surveillance of the truck.  It did not pick-up recycling.  In addition, I have pictures of the failed pick-ups. 
Bottom line: There must be some failure of communication because someone is lying and it isn't us.  There are too many inconsistencies here, from the level of service to accurate reporting.  Tri-Tech has been very patient and has allowed many failed pick-ups to slide, but when we get fined for accumulated trash/recycling due to failed pick-ups, that is the last straw.  In any case, we at Tri-Tech have been unjustly charged and will not tolerate failed pick-ups.