Republic Services, Inc.

To Whom It May Concern,I have attached 4 email communications between our representative, [redacted], and [redacted] of Floors and More. We at Republic Services are 100% committed to delivering the highest level of service possible to our customers. This includes the collection service...

offered by our drivers, communication from our employees, and environmental compliance of our entire organization. In the attachments, [redacted] has responded in each instance on the same day to [redacted]'s concerns regarding the change of service with updated forms, issuing credits for any services not rendered, and explaining through any questions she had.Republic Services lists our service term length on the front of our service agreement and we promote a business culture of transparency and honesty with our clients. [redacted] was open and honest about all questions she was asked, and did not withhold answers to any questions. I am unable to add a 5th attachment due to the 4 attachment limit, however it is a correspondence between [redacted] and [redacted] detailing [redacted]'s attempt to contact her via phone and [redacted] acknowledging she would have to return her call at a later time. If requested, I can send this documentation as well. Thank you.

We have reviewed the customer information and our Operations Department took care of removing the cart on June 22, 2016 at 10:25am.  The cart was successfully removed and I have left a message with the customer on the number given on her account.  I provided the customer with my contact...

information if she would like to contact back regarding her invoice.  
Thank you,
Dee Dee D[redacted]
Customer Service Supervisor

We have looked into the customer's account and credited the appropriate amount. Customer was pleased with the resolution.

I am in receipt of your complaint and would first like to take the time to " Thank You" for being an active member serving us in the [redacted] I sincerely appreciate you giving your time and life to the service of our Country.We at Republic Services  try to reach out to...

the community and give the best service that is possible, I am extremely disappointed that you did not receive the excellent customer service that we strive so hard to maintain with our customers.In reviewing your complaint I did see that you made a payment on 4/25/14, however this would not have been your final bill, because you called to cancel your account on 6/9/14. Attached are copies of your bills, there is one dated 5/31/14 and your last bill which reflects the balance due  is dated 6/30/2014.I apologize I know being in the [redacted] that you possibly did not receive your last bill but we did try to reach out to notify you of a balance due.As a general policy we do wait 120 days from the time that you cancel your service before submitting the account for collections. I apologize for any inconvenience this has caused you and your wife.

Ms. [redacted],
 
As I stated on the phone, let me start by apologizing that you were not transferred to a supervisor. If one was not available you should have been transferred to a voice mail and then received a return call.
 
You have been a valuable customer for many years and I want you to know that I appreciate your business.
 
My understanding is your concern about your rate. Our costs in this industry (as with all industries) continue to rise. This includes maintaining the landfills and general business costs. However, we do strive to provide you with affordable service that is manageable for you and we are always willing to work with our customers.
 
Here is a quick overview of your base rate prior to the adjustment made on 02/16/16. These were the charges for every three months of service.
6/01/15  0/00/00  $78.00
6/01/14  5/31/15  $72.13
6/01/13  5/31/14 $64.69
3/01/12  5/31/13 $60.46
3/01/11  2/29/12  $55.98
6/01/10  2/28/11  $53.01
2/01/08  5/31/10 $50.10
6/01/07 11/30/08 $47.82
9/01/04  5/31/07 $43.47
5/07/03  8/31/04 $42.00
 
In addition to the base rate is the fluctuating fuel and the environmental charges which are a percentage of the base rate. These percentage have also changed over the years.
 
By changing from a quarterly invoice (where you would have the fees on 4 invoices) to an annual invoice (where you will have these fees only once) will be a saving for you.
 
While I cannot go backwards to make adjustments, I do appreciate you taking the time to express your concerns. Your feedback is very valuable. Please accept a credit for 3 months of service on your latest invoice in the amount of $36.00. I will request this amount be refunded to you.
 
Thank you,

I am extremely unhappy with Republic Services garbage pickup. On average, my garbage is “missed” twice a month. This has occurred nearly every month since I started service in September 2014. I have only been credited for missed pickups once, to my knowledge. I’ve reported missed pickups both by phone and online with continued service inconsistency. The three or four online reports I have made were only responded to once.
I really would like to switch to another service provider; however, there is only one other option in my area. Unfortunately, the competitor’s price far exceeds what Republic Services’ charges currently.

This is a sampling of accounts in the near vicinity of

this account. All of the current accounts are billed the same or more as are

previous customer. We are not always the least expensive but pride ourselves on

our service. I am not sure what else I can

provide to prove our point. I had previously sent all of our notes and related

material for this account. I have to lean on my staff to keep good notes on the

accounts in order to provide the back up if needed. At this point we agree that

no more credits are due on this account.

Please let me know if you need

any further information.

Sincerely,[redacted]

On 10.23.15 Mrs. [redacted] called stated her account should be closed with bin removals 10.16.15.  Advised we don’t have a request for...

cancellation and advised a valid CSA on file signed. Republic tried to negotiate new rates as she stated her cancellation was due to a PI she had in October. She refused to negotiate and wanted to proceed with cancellation as she has a new hauler on site already. We explained the Terms and Conditions of the contract and due to early cancellation of the contract, there will be liquidated damages. She advised she talked to someone at our company on 10.09.15 but last records show no one has called since 03.2014. Mrs. [redacted] stated she will search for her agreement and call back. She sent a letter dated 10.28.15 disputing liquidated damages as well as all charges she received after October’s PI. We called her to confirm we received her letter but the contract still stands and liquidated damages will be mailed to her for her records. She hung up. We certified mailed the liquidated damages but USPS was not able to deliver due to customer refusing to sign. Account was closed due to non-payment on four (4) open invoices.
Mrs. [redacted] stated in Revdex.com statement she sent in a cancellation notice in August 2015 for a 60 day cancellation, but our records show she called to cancel in October due to a price increase in October when she received her bill. No cancellation letter has been found or proof of certified signature has been produced by Mrs. [redacted]. We are not moving forward with liquidated damages at this time, but she does owe the past due balance of  $1,299.39 in order to be removed from collections.

It is obvious to me that Republic Services has played this game many times and they know exactly what to say.  I have checked [redacted] and there are a number of similar complaints against Republic. 
Their response is replete with false information.  (1) I kept a log of my phone calls to Republic -- I called on October 15, 23, 26, 27 and November 12, 2015.  At first, I did not get names but on Oct. 27 I spoke with Crystal, and on Nov. 12 I spoke with Robert. (2) I have copies of the certified letters that I sent to Republic on AUGUST 20, 2015 and October 28, 2015, and proof that they were delivered. (3) There has been no discussion about negotiating a new rate, AND there is no requirement that I give them a reason for cancelling the service. (4) I was told by Crystal and by Robert that I could not cancel the contract and they would have to send me a certified letter.  I would like to see proof from the USPS that I refused to sign for a letter -- it never happened. (5)The account was terminated October 22, 2015 based on my certified letter NOT "closed due to non-payment."  (6) I have returned several invoices to Republic with copies of my 2 certified letters, so why did it take a Revdex.com complaint for them to contact me?
I have reqyested that they send me a detailed final bill, but I do not feel that I am responsible for monthly fees ($1,299.39) after Oct. 22, 2015.

This refuse collecting company is incompetent, unreliable and unresponsive to customer complaints.

Just in the past week, Company failed to pick up trash on designated days. When called, they told me they would schedule a special pick up of trash for the following day. This did NOT happen and Company failed once again to pick up trash. When I asked to speak to the Supervisor, I was connected to a voice mail.

Repeated calls to Company over past 6 months did NOT result in improved service. Company tole me they would reimburse me for missed pick ups. This did NOT happen.

We have closed Mr. M[redacted]'s account per his request and a prorated refund of $37.91 for the remainder of his term has been issued via check to him.  A complete quarterly refund isn't warranted as Mr. M[redacted] used our service up to the middle of February with no complaints.

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.

[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.  I just want my trash picked up, that is all.  I do not accept the "snow events" response.  Each time when the pick up day came, the roads were clear and all snow around the bin shoveled by hand to allow the driver easy access to the trash bin. 

Regards,

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]

Hello [redacted],
My name is Linda and I am the Customer Service Supervisor here at Republic Services in Joliet. First, I want to apologize about the entire situation that time you have spent on this matter. I didn't receive a message from you so I apologize that I didn't return your...

call. The amount of $46.86 was for a removal fee which is a standard fee that is billed to all customers. We bill for delivery and removal of the containers. In lieu of the misunderstanding and the lack communication  I will credit off the amount of $46.86 and will communicate this to our collections agency. Once again, I do apologize and if you have questions or need further assistance please feel free to contact me.
Thank you,
Linda

At Republic Services of [redacted], we work hard to provide excellent service and even harder when we have a customer concern raised.  Although no recent service concerns were recorded since 2012 regarding a trash miss pickup, we'll make sure to address her service...

concerns noted on the enclosed Revdex.com request. The customer  called Republic Services on 1/6/15, one day after she submitted her concern to Revdex.com, and requested to cancel services.The representative that processed the customer's request noted “New Ownership” as reason for cancellation effective Jan 31st, generating a refund of $41.15 which will be mailed out within 2 to 3 weeks.

[redacted] called in on 5.31 and was told of removal charges. She was also advised if she would like to return carts to office to avoid charge that she could as well.There was a formal complaint made that sales rep [redacted] was given and she cleared the removal charges from this account....

Customer was never charged any of the removal charges.Removals occurred on June 6th, 2014 by operations department at no charge. No money due on account and it is a cleared out closed account since June 1, 2014.Thanks.

Better Business...

Bureau:

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],I rejected the response because it is not accurate.   We receive a new bill every month that shows that we have not paid our once a quarter bill and it includes a late fee if $35.That is why we filed a complaint, the problem is continuous.The local office in West Grove PA has made at least 2 unsuccessful attempts to solvethe problemThank you[redacted]

Spoke to customer to follow up and confirm removal of container.

Please note we have successfully resolved this issue on October 5th. Due to a technical issue, the account cancellation was in a pending status, allowing the system to generate invoices and letters. The amount of $52.51 was credited back to this customer’s account and he will no longer receive...

any messages / letters from our company.  We sincerely apologize for any inconvenience caused by this error.