Republic Services, Inc.

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

I left [redacted] a message regarding this complaint along with my direct phone#. I reviewed the account as well as all letter, notices and statements that were mailed out for the listed property address and there was only one letter that was sent to [redacted] which was the intent to lien...

notice. The charges for trash service should have been $657.48 for service dates of 1/1/11 - 12/31/14 which leaves a credit of $199.97 due to [redacted] took ownership of [redacted] 8/17/10 but the account was paid current through 12/31/10 which is why her service date begins 1/1/11. Here is outcome of my review: a credit of $199.97 will be applied to [redacted] account and here is the breakdown:$199.97 late fees, collection fees and penalties

[redacted]Customer Service SupervisorLien Department[redacted]

I apologize again that this has occurred. I would like to offer the following solution.  I would be happy to lower the  base rate to $40.00 per quarter and remove the administration fee. This would keep his quarterly billing under the total of $60.00 that he was expecting. A payment was applied to this account 03/30/16 bring the balance to zero. I can make it effective for the first invoice so a credit would then be applied to the next quarterly statement. thank you.

First: The...

driver was either inobservant or not in control of his vehicle, and obviously wholly and completely unaware of his surroundings, thus causing the line to come down.  What did he do differently that day, than the past few years as he drove the exact same route?  New Driver???Second:  The extremely rude woman at CCMSI, Nancy D[redacted], has been extremely unprofessional with both myself, and my resident tennant.  Pull The Recordings they are required by law to keep on record!!!  My tennant in the house claims that Nancy D[redacted] was putting words in her mouth, and told Ms D[redacted] she had entered a false statement on behalf of the tennant in the residence.

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.

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.

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.

We have spoken to Mr. [redacted] about his concerns related to loud and excessive banging from Republic’s actions in picking up waste from the elementary school near to Mr. [redacted]s home. Video evidence supports Mr. [redacted]s claim. In an effort to eliminate the excessive banging, Republic has taken the following steps: 1) Replaced the rubber pads on the back of the truck; 2) Placed a note on the driver’s route sheet requiring the elementary school to be serviced as quiet as possible; 3) Asked the school to ensure the trash is contained in plastic bags so that it falls out of the container more easily; 4) Explained to the drivers that any excessive banging at the elementary school negatively impacts the quality of life of other customers that live nearby.

Republic is working to adjust the route timing so the elementary school is serviced as close to 9am as possible.

We appreciate the time Mr. [redacted] has taken to explain his concerns and apologize that the matter has taken too long to resolve.

We find the response to be inaccurate and fails to provide relief for inaccurate billings and missed service.   Legal review of complaint and service history pending.

[redacted] Street, has been a customer since 12/01/98.  Trash service is provided on Tuesday and Friday.  Recycling service is provided on Wednesday.  I've attached a copy of the service log received on 09/21/16 for concern of recycling service not being...

provided.  When the call was received, the driver was still on-route working and service was provided as scheduled on Wednesday, 09/21/16.  This is the only report we've received from the customer with regards a recycling service issue.The only other report service related was on Thursday, August 4th, reporting that the trash service was not provided on Tuesday. 
There are no other reports of missed pick-ups received from the customer.
In February, due to continuous excessive waste, the customer increased service - trash from 2 to 3 x weekly and recycling from 1 to 2 x weekly. 
There are no reports of any other service related issues or violations from the customer.

Customer will receive a visit and rates will be renegotiated.

Hello,
Even after speaking with you to ensure I had a zero balance, I still received a Disconnect notice again. I again had to call the office and ask that it be removed off. I will say that the man on the phone did take the charges off for me, but I should have had to call for a third time, especially after filing this complaint three times. I received a bill yesterday for late fees, of maybe 2 or 3 dollars or so. I'll just accept it and leave it the way it is because this has become too much of a hassle. If our city gave other options for trash pick up though, rest assure that I would move my service due to this company's customer service.

Account has been credited $4.42 per the customer's request.  Operations has been made aware and will recover trash as soon as possible.

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.

Per the GM James T[redacted] according to supervisor he was never given the complaint. He has reached out to customer and resolved issue. Both supervisor and myself addressed the driver about service issues. The...

service issues should be resolved, and the customer should not have any more missed picks.

[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 need for this to be able to be paid online, so that I have a paper trail.  I do not give out credit card information over the phone. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Scott does not think we caused this damage and it has been to turned into our 3rd party insurance to review and handle the claim which will most likely be denied.  Meanwhile, I did authorize him...

to give the man $100 to settle this if he will do that.

All we can offer right now is a scre** print of the credit approved by the Controller:  
Custome[redacted]/O [redacted]            310 477-3530    Origin C
                     [redacted]              ...⇄ />                      LOS ANGELES, CA [redacted]                                
  Serv# CLO Code: Description     CR-Date  Time PTY Subject                   
  19543     ADCR AD - CREDIT ADJ  5 19 16  15:14 N  CREDIT $4033.86           
Original Service Code ADCR                               Recorded: VARELGI    
Service  Text    site 1 group 1 gardena                                    �...⇄ />                  credit rate diff for price increase, per sa has pi cap and   
                 1/31/14 - 12/31/15. We increased higher that contract        
                  credit needed for over charges:                             
                 [redacted]    $4033.86                                
                 Gina  TCD                                      �...⇄ />                             **need controllers approval**                     
                 Frwd to David y** copy of sa and excel breakdown for apprvl  
Route:                                    Scheduled Completion Date:  5 20 16 
Truck          Employee:                                    Chargeable(Y/N)   
               Sales Rep    [redacted]  V[redacted] GINA          Escalation:

We will have the paper work completed to cancel the account and have the container removed. We called the customer and let them know.

After reviewing the account I see that we have been trying to get this customer caught up on their bill since 2013, they have been asked to setup a formal payment arrangement to avoid the lien fees assessing to their account however they declined because the customer stated that the husband is on...

disability and is unable to make a formal payment arrangement which would keep the account going through the normal collections process. We need to get a firm commitment from the customer as to when they intend to pay the $308.