Republic Services, Inc.

I want to start out by saying that our garbage man is amazing! (Chuck) Also, that prior to your company outsourcing there customer service I could say the same about that, but unfortunately that has changed. I recently noticed a large difference on my bill and obviously called to find out why. The lady I spoke to was rude and quick to get me off the phone. So I emailed to see if I could get more answers. I was told I was locked at my rate when I first signed up . The "call center" told me that after a year my rate would go up at anytime whenever you chose to do so. Well.. its been a year and a half so that doesn't make sense. Also, no where on any forms I have ever received does it state that. After 17 + emails back and fourth I have gotten no where. I am currently shopping around for new service but hate to give up my great garbage man. Please look into what you have done with your customer service as it will lose you good customers... I know I am looking to leave due to this.

[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,

Customer# [redacted] Construction5/11/15 Account Manager attempted to work with customer to resolve issues with no return call.  7/3/15 - Customer call came into Account Manager to cancel at 11:19 AM.  Customer stated that he sent in cancellation letter two weeks...

prior.  No certified letter was received to date. Account Manager [redacted] left a voicemail for customer to discuss service agreement.7/7/15 - Customer called to state that he wanted container removed.  Account Manager stated we were in need of certified letter and that customer was still under a current service agreement.Next Step: DSM will personally call customer 7/6/15 to resolve any issues and help statisy customer's requests.

We apologize for the confusion surrounding your pick up day change. We realized there were a few of our service areas that received postcards reflecting the wrong day of the week. We did a mass call to those customers on the Monday when it was brought to our attention, advising that the pick up day...

for that area was really Thursday. We will not be able to change the day back to Monday at this time, as collection day decisions are based on several items. We are no longer in your area on Mondays. If you would like more information please call our customer service department at ###-###-####.

[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,

Republic Services is unable to identify this customer based on the phone and address information provided in the complaint. Can you please help us obtain the physical address, including zip code and a good telephone number so we can resolve this ASAP?  Thank you.

The driver circled his route sheet that he serviced this customer on 04/14/15. We sent a Cart Delivery driver out the the home on 04/16/15 and he actually picked the full container up and delivered an empty container to the customer. I have also put a note on the driver's route sheet that he...

needs to call the office going forward for 30 days when he is actually at this location dumping the container.

Customer has been contacted andtrash will be recovered by the end of the day on 3/31/15.  Concernsregarding pricing were taken care of, and customer received credit for the 2weeks of no pickup as promised.  Customer should be seeing the credits onhis next invoice.

Spoke with [redacted] 9/30/15. Explained to customer that I was unable to change his invoicing date . Entire county is set up on the same invoicing quarter and date. He just wants  his bill to  gets to him on time so he can pay it . I offered to send him the link for MY Resource but...

customer declined. I advised customer that he has 30 days from the invoice date to pay the bill without any late fee's or si fee's. I did agree to waive the SI fee for him and explained to him that he will have a invoice generate on today . I told Mr. Goodman I would follow up with him on the 15th to make sure he received our bill. Mr. Goodman seemed pleased with my resolution. Will contact [redacted] for follow up on 10/15/15.

This location is located very close to Hwy 23 in what the call “Short North”.  There are a couple of Republic Dumpsters in the back of some businesses along with some from other waste services that are...

line of site to where a row of houses are about 100 yards away.   I will communicate to the driver that they need to service this location no earlier than 6:00am, and we will also put permanent notes on the drivers routes sheet as well.   This should alleviate the problem and we will monitor this stop to make sure we aren’t servicing before 6:00am.    

Ron W[redacted] Operations Manager

933 Frank Rd
e rw[redacted][email protected]
o [redacted]
w www.republicservices.com

Mr. [redacted] received several notifications that amounts were owed, that would of indicated auto pay was not set up by the customer. It's the customer's responsibility to open his invoices.  Notifications sent to Mr. [redacted] were as follows: 02/06/16 - letter stating payment needed...

to be made in 10 to avoid service interruption, 02/20/16 - letter notifying customer of service interruption, 02/20/16- letter to customer the service was suspended.As a good will gesture, Mr. [redacted] was credited $25.00 on 02/29/16 for a late fee.  This was a one time courtesy credit for the year.  Mr. [redacted] would be responsible for all other fees associated with the service being interrupted as stated on his invoices.

Good Afternoon,I have received the complaint regarding the service commitment failure.  We have responded to the complaint by having a Supervisor personally remove the cart today, 8/11/15.  I contacted the customer by telephone to confirm the removal and left a detailed...

voice message asking her to let me know if there is anything more we can assist her with or if she had any questions.  The complaint indicated a purchase price but the rate listed was actually for 3 months of service which will prorate off of the account with the cancellation of service.  There is typically a service fee for the cart removal which has been waive due to the week of delay in removing the cart.  The customer will not be billed for the removal.We apologize for the delay and have confirmed removal of the cart.  Please let me know if there is any additional information required to resolve and close this complaint.Thank you.

On 11/17/14, at approximately 10:50 am our driver called into dispatch to report that upon his arrival at the address he saw that the basketball hoop had been knocked down.  We in turn called the customer to report to them that it was like that upon our arrival.  On 11/18/14, the customer...

called back into the office and said he believed our driver was responsible for the damage and he wanted to be compensated.  Our Operations Manager went out to investigate and did not find anything to support this.  The complaint states there is blue paint matching our truck on the damaged pole.  Upon checking records for that date, we show the driver was in our truck number [redacted] which is a green body truck with a white cab.  This is a truck that came to us during a buy out of another company and has not yet been painted.  There is no blue paint on this truck.  We are denying this damage claim.

Republic Services Response 08/06/15:The account was closed in 2014 per discussions with customer and Sale Manager.  The account balance was written off as agreed.  An error was made in the closed record and the account balance was included in a file sent to Collections in error.  We have rectified that error; the balance is cleared and the account information has been removed from collections records.  There will be no further contact from collections.  Thank You?

After speaking to Ms. [redacted] the actual dollar amount that she requested for credit was incorrect. I involved the billing dept. and Sales team along with Ms. [redacted] to discuss and agree upon the desired credit. The credit was processed on Thursday 9/22 and I approved. we consider the matter resolved.

Mr. [redacted], Thank you for reaching out to Republic Services with your concerns regarding your billing. In reviewing your account in 2010 we reached out to help you by setting you up a payment arrangement for $50 a month and at time you had (2) unpaid liens which were services...

provided in 2008 & 2009 with fees, unfortunately you were unable to keep that arrangement so charges and fees continued to assess to your account for unpaid balances.March 6,2013 you signed up for our on line bill payment system and you started receiving emails that you could open and view a copy of your bill (Attached is a copy of your email notifications). Attached is a copy of an email that you sent us 4/25/13 to request copies of your bills and  asking why your bill was $445.06 and requesting what you were being charged for. We did respond to that request. You were making quarterly payments however you never cleared up the past due balance so your account was continuously in arrears until you made the payment of $866.11. Mr. [redacted] per our contract with the [redacted] states that we cannot stop or interrupt your service for the beautification of the city.Attached is a copy of your billing and your payment history as you requested. If you have any other questions or concerns please contact our Customer Service department at ###-###-####.

Our trash has been sitting at the road since August 24th and has NOT been picked up. Today is September 13th.

I called last week and the gal from customer service assured me that it would be picked up.

I called yesterday and again was assured that it would be picked up.

I called again this morning and was told by day's end, my trash would be picked up. Their day ends at 5pm and it's 4:45pm and still the trash sits.

To make it even better, about an hour after I spoke with customer service this morning, I watched one of their garbage trucks go past my house and within 30 minutes, they zoomed by again. NEVER stopped to pick up our trash!

This would have NEVER happened with our old company who was bought out by Republic services!

Some odd reason I owed $3.00 dollars that was 90 days old.

I got a lien letter.... Now I owe them $235.00 dollars.

$89.00 for placing a lien, $89.00 for taking it out of the lien and the rest for recent dues.

Called to get some info. I was given the round around. Ask to talk to supervisor....I was transfer to a different department... Then I was transfer to another person..and it when on with hold for the correct department.... I didn't get anyone on the line.

This is highway robbery...

I called the customer on 2/2/16 at 1:13pm and left her voice message. She called me back today on 2/3/16 at 2:25pm and we spoke briefly about her account,...

and she was informed I was researching the account and would call her back today with resolution. I called her back at 3:50pm on 2/3/16 and had to leave her a message to call me back to go over the full resolution to all her concerns. I left her my cell number and direct number for a call back. I know we'll be able to reach an amicable resolution and asked her to please call me back to discuss all.

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,