Republic Services, Inc.

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.

[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,

I called and left Mr. [redacted] a voice mail regarding his concern. I apologized for his experience and agreed to waive the remaining balance on his account for the month of January as well as the cart removal fee. Once the credit has posted I will send Mr. [redacted] an account reconciliation with a zero...

balance.

An additional sum of $30.00 will be added to the original refund of $37.91 at the customer's request.  The total refund will be $67.91.

[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. If however, the old routine of skipping days and or weeks occurs again then free service does not amount to anything and is simply smoke.

Regards,

 
413

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

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.I don't like the fact they charged my credit card $17.51 without me agreeing to this. I have contested this charge with the credit card company and they have accepted it and will decline the charge. I don't agree with customers having to pay anything when they cancel service especially if its not part of any formal agreement or contract.

Regards,[redacted]

[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.

The rep and supervisor spent a

lot of time with Mr. [redacted]We

explained and showed the customer where our invoices and agreements stated

increases could be madeWe

worked with the customer by lowering his rate and offering to provide a time credit

for $3000 as a resigning bonus The

customer declined the credit and believed we breach our agreement pricing We

explained and showed the customer on his agreement where the contract stated

the pricing was guaranteed for only 12 months- the customer started with us in

September 2004- below is his rate history. He was increased about once a year

and we reduced his rate several times. Not once was his rate ever doubled or increased

to $4,000 a month. When he left his rate was $1600.00 about $300 more from his

2004 rate. 6/01/15  6/25/15 REG BASIC SERVICE       1,600.00 9/28/04

12/31/06 REG BASIC SERVICE      1,360.00 We

showed the customer on the agreement where it stipulates rate adjustments may

take place from time to time“Company may, from time to time by notice to the

customer, increase the rates provided in this Agreement to adjust for an

increase in: (a) disposal costs; (b) transportation costs due to a change in

location of Customer or the disposal facility used by Company; (c) the Consumer

Price Index for all Urban Consumers; (d) the average weight per cubic yard of

Customer’s Waste Material above the numbers of pounds per cubic yard upon which

the rates provided in this Agreement are based as indicated on the cover page

of Agreement; or (e) Company’s cost due to changes in Applicable Laws. “ It

doesn’t require the customer’s consent if we increased for the above reasons. We

explained and calculated for the customer that we only charge 10% city taxWe

offered to work with the customer on pricing and credits to retain the business

not due to any admission of breach. There was never a breach  I’ve added all this additional information to thoroughly

respond to Mr. [redacted]’s

complaint and his request for a refund of $35k in alleged overcharges.

Attached is the list of events regarding Mr. [redacted]s complainant.  Republic Services made several attemptson many occasions to work with the complainant, but with no results.

Customer reached our office at 10:06 on 5/19 after the phones were down due to a mandatory meeting in the service center.  The customer's payment was applied to the wrong account in error by a new customer service representative.  We were able to have the money applied to the correct...

account, service interruption fees have been credited and account is in good standing at this time.  If you have any other questions, please contact me at [redacted] 
Brenda G[redacted]
Customer Service Supervisor
Republic Services

The account will be closed with an effective date of 05/31/16. The trash cart is scheduled  to be removed on Friday, 6/10/16, and a refund is being processed.

We have attempted to contact the person who made the complaint.
Both the phone number and the email address provided are invalid, which calls into question the validity of the complaint.
We have reviewed our routes in the area and made adjustments to ensure that residents are not...

disturbed during the early morning hours.

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

July 25,2016 I signed a computer form to cancel the service I had with Republic Services and was informed that the 2 waste cans I used would be removed. The cans were not removed until the end of the second week of August. Yesterday, 10-03-2016, I received a notice and bill in the mail, with an invoice date of 7-15-16, that I would be turned over to a collection agency and a derogatory credit report sent to one or more of the major credit bureaus for an unpaid bill that I had never received "despite several previous written notices to you" was stated. The bill was for the 2 waste cans removed and only found this out when I phoned the company. I used this service and the one before them for over 50 years, with bills paid on time. The person I talked to agreed with that.

Republic services has on their web site that they are Revdex.com accredited.

Had a driver block my driveway for 30 minutes this morning. I was getting ready to leave when I first notice him sitting out front not doing anything. Finished getting ready then went to leave. When I asked him to move so I could leave He told me I had to wait till he was done and that is when he started working and emptying cans. He hadn't done anything but sit in his truck until I asked him to move.

Their billing and policy practices are not of the interest of the consumer. They made a mistake regarding bill send/received. When identified the error payment made immediately and they were not willing to work out a comprise. They force me to move to another vendor because of their lack of services. Then again charge me for pickup of their container. They state that is company policy that I would agree if it were neglect on my part in this case it was on their part so feel they stole from a consumer and hope I was the only one.

I spoke to Mr [redacted](complaint # [redacted]) on November 24th regarding his past due trash invoice. I confirmed the billing address we had on file and explained to him the invoice he was calling about was past due and his service was interrupted for non-payment. We waived the service interruption...

fee for him in September 2014 because he failed to pay his July invoice until September 19th. At that time [redacted] explained that this would be a one time courtesy credit to his account.  When I spoke to Mr. [redacted] I explained that we could no longer waive the fees or collect his trash if he was delinquent. I did offer to credit the $35 service interrupt fee one last time for him if he signed up for automatic payment of his account through our on-line payment site, republicservices.com, myresource. I see that Mr. [redacted] did pay the September invoice on December 3rd as promised but did not enroll with on-line reoccurring payment option.  We have explained to Mr. [redacted] on at least 3 occasions when his payment would need to be paid to avoid having his trash account go on service interrupt since 2012. I will credit the $35 service interrupt fee one last time for Mr. [redacted] as a courtesy. Please see attached

[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,

We do apologize for any inconvenience's this may have caused and greatly appreciate our customer's patience.  The day of service was changed to better service our customer as we believe this will ensure our customer's provided services improves and reduces any opportunity for a missed pick...

up.  In addition, the requested credit has been applied to our customer's account.