Republic Services, Inc.

An agreement was entered into with [redacted] and Republic Services.  This agreement was authorized by Vice President,...

Perry K[redacted].  As stated in the authorized agreement, "The initial term of this agreement shall start on the date of this agreement and continue for 36 months thereafter.  The agreement shall automatically renew for successive 36-month terms unless either party gives written notice of termination to the other at least 60 days before the end of their current term...." The agreement was authorized in May of 2013.  As defined in the language of the agreement, written notice had to be submitted in March of 2016 in order to terminate the successive 36 month term. The current term ends in May of 2019.  Republic Services values our partnership with [redacted] and the services we provide.  Republic services has a legal and binding contract with [redacted]  and has offered to work with [redacted] to do everything possible, short of breaking our contract, to keep them as a satisfied customer.  We invite them to contact our office and speak to their Account Manager who would still be happy to meet with them.  The final option on our part, and certainly not the most desirable, would be to initiate legal proceedings.  Because we are meeting our contractual obligations, we are requesting that they continue to meet theirs.

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.  Republic Services agreed to apply the credit to my next bill on April 1, 2015.  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,[redacted]

I am well aware of this and that is why I called them.  Twenty or thirty customers did not just slip through the crack.  Once I reported the issue to them months ago nothing was done.That is my main issue,  Maybe they should run their business a little more efficiently!

To whom this may concern:
I apologize for the confusion with the billing and appreciate the use of our Blue bag service and because of this I have taken care of the balance on the account due to the removal fee. Mr. [redacted] now has a zero balance.
Thanks,
Ashley...

W[redacted]Customer Service Supervisor

The response from Republic Services ignores all of the written evidence and admissions of its own employees.  It is the exact same response it previously submitted to me when I first challenged its mistake.  It is intellectually dishonest and unacceptable.  Instead of focusing on...

the written records--invoices showing 3 times per week, purchase orders showing 3 times per week, email correspondence confirming 3 times per week--Republic points to the driver's opinion that the route was 2 times per week.  No objective arbiter would mistake what has happened here.  I am going to continue to pursue this until our customer is made whole.

[redacted] contacted [redacted] by telephone and mailed the attached follow up letter as per customer request.

Republic Services, [redacted], ** is experiencing an unusually high number of truck break downs at this time.  With that said, Republic Services communicated with all customers on that particiular route via a "Phone Blast" that we were running behind schedule.  In addition, on Monday 7/13/15...

the Operations Supervisor spoke to the customer filing the Revdex.com complaint and informed him of our situation.  Moreover, on Tuesday 7/14/15 after the customer's trash was picked up, our Dispatcher called the customer again to confirm he was serviced.  The customer confirmed his trash was picked up on Tuesday 7/14/15.  We apologize for the inconvenience and truly appreicate our loyal customers.

Yard waste service has been reinstated as requested.  Customer may sit yw out on Monday, 7/13.  The route supervisor will be asked to monitor service to be sure everything is back on track.

Dear Mr. [redacted]
 
Thank you for your time and feedback this afternoon.  As I explained to you, our company goes through a Price Increase every January.  Based on your suggestion, I will make sure that going forward we have additional information on the invoice to alert...

customers of price changes. 
Thanks for your business!

The account...

manager contacted the customer, and he stated he is the only one that is currently at this property.  He informed her that they will be remodeling and tearing the bldg. down, but he still is not sure when. She offered to change his service to every other week, or to on call services. So his price would be lower and once the bldg., actually closed we could confirm it with him and via a site check and close the account at no penalty to him. He refused all offers and stated he does not produce any trash and does not want to pay for services he does not need. We tried to offer amicable solutions, and are getting to conflicted reasons for cancellation. The agreement he signed was provided to him to ensure he had the ability to have it at hand and cancel before the renewal. We are still willing to work with him and hope he will take the offers he was provided to help should his location actually be closing down in the near future.

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.

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 of West Grove, Pennsylvania [redacted]
This company has provided unsatisfactory service for the past two years with regards to price increases and contract agreements.
After cancelling my service last month I just received an invoice charging me for them to remove their containers, fuel/recovery fee and an "Admim Fee"!
This was never discussed when I called to discontinue services.
I recommend buyer beware as they had me sign an agreement to hold prices and then a year later increased the service fee.
Sincerely,

New London, PA

I called and spoke with [redacted] she stated she was not advised of the removal fee for the container. Due to that error I will be crediting off this charge. Thank you

Do not use this company. They charge a cancellation fee (which is totally a scam because I am not in a contract) and have raised their prices by $5 over the last two years. It doesn't seem like much, but when taxes and other fees are based on the base price for service your bill keeps expanding exponentially.

An in person meeting has been requested by [redacted] to discuss a final settlement.

This was communicated to the customer.We explained to him and showed him on his invoices where it states price

increases would be made.  However, since the writing was small he states

that doesn't constitute for proper notification.  His rate was lowered and

a credit of...

approx. $5000 offered to him however, he declined because he felt

as if we had breached our agreement with him.  We explained that per his

agreement there was only a price guarantee of 12 months of time and made him

aware of where the contract stipulates rate adjustments may be made. We

explained that we only charge 10% for city tax but he disagrees and feels that

we billed him improperly.

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.Yes the trash containor was FINALLY replaced after I was LIED to 5 different times.  This is the poorest customer service I have ever dealt with.  Everyone told me it would be taken care of right away which never happened until weeks and weeks later.   Then I was brought the wrong containor and they took it back, THEN THEY BILLED ME FOR IT!!!!!!!!!!!!!!! 
I was given a deffinate date when I would have a new containor and half way through the day I called to see if it was still going to be delivered and the woman who was RUDE AS HELL stated they still have the rest of the day-it will be there.  WELL IT WASN'T.   another lie where I was again treated poorly.  TERRIBLE CUSTOMER SERVI CE AGAIN.
I am not sure who management is at this operation but they ARE NOT DOING THIER JOB.  No one seems to know what anyone is doing or telling customers, just lying to make it look good.  Pass the buck is all.
How are they addressing my complaint of poor customer service?  I even told them "If you do no deliver the containor as you have told me, I will make a report to the Revdex.com" and yet no one cared then, until I made the complaint, then well they moved then.
Horrible customer service by 4 differnet people who all lied to cover thier as.
Again, I should not have to have gone through any of this, YOUR employee broke the can in the first place and I have to deal with all of this to get you to replace what you damaged-and then you bill me!!!!!!!!  No wonder I am so upset with your service.  Thanks for nothing [redacted] and [redacted] 2 names I did get who lied to me also with promises that never came true.

Regards,

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,[redacted]