Republic Services, Inc.

[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,[redacted]

[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,

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.

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

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.

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.

Please accept our apologies on the inconvenience this has caused. As a courtesy, we will issue a 2 week credit for the service that was not provided. Unfortunately, we are not permitted to remove the ceiling tiles contained in the bags as this is construction debris and there is the possibility they could contain asbestos. The boxes of machine or automotive parts cannot be removed due to the potential injury risk to our drivers due to the weight of the boxes and this material is prohibited by our contract with Carnegie for removal under the residential contract. We do rent out small temporary rolloff boxes to handle this type of material as it goes straight to the landfill and does not go into our trucks. We are sorry for the inconvenience this has caused you. Please feel free to contact our customer service department prior to disposal of items if you are unsure if they are permitted with our contract with your municipality.

Customer will receive a visit and rates will be renegotiated.

[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.

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 was able to speak to our prior customer and we both reached an amicable resolution. We will issue him a $22 refund for service opportunities missed and a few times he did not utilize our service. He was informed of this and agreed to the resolution. ell us why here...

We had major weather events in the month of February and March that caused major delays in service. We have credited the account for 1 month of service and our operations supervisor has contacted the customer.

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.

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.

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.

The customer was happy with the 1 year of credit that was issued to her account but was not happy with the solid waste ordinance, there is nothing more for us to do.

This is in reference to the Saline County Landfill in Arkansas,which is apparently owned by Republic Services.

The minimum charge rate of $43 per ton is an outrageous price for a pickup truck load weight of only 200lbs.

The curbside pickups do not allow anything not in the bin and special pickups for larger item is not available in my area.

I have residential services with Republic Services. I ordered a roll-off to remove landscape debris. They delivered the container, then made me pay for a second container because the driver said "his particular truck" was not able to handle the load on the original container. I paid up front for the first container, and had to pay another fee for the second container. Then about 3 months later I got a past bill notice that I owed them over $900. I called, and was told the bill was in error. Then a week later got another call stating I had a past due bill. I explained the first call, and was told the bill was wrong, but I still had a balance due for dump fees. After several calls to them, the balance amount was resolved, and I felt the issue was also resolved after sending in payment for the amount due minus the initial payment that they did not credit. I then got a FINAL NOTICE bill after already paying the amount I was told to pay from the COLLECTIONS department. This company does not know their left hand from their right. Complete unprofessional conduct.

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.The information from Republic is not correct. There is no one in the household that is on disability nor has anyone ever been on disability so I am not sure what case or who they are referring to?   The owner of the household works 40 per week; however, the wage is minimum.  I ghave been assisting with some of the bills.  I am also not sure how this response applies to the fact the Republic has a policy that as long as you pay the current due charges no additional lien or past due charges will be applied to your account.  We have made two payments beginning in 2013 one for $100 were we were lead by Republic to believe that our payment would be applied to the current due and the leftover charges applied to the past due.  This did not happen. All charges were applied to the past due making the current due overdue resulting in another lien fee of over $160.  When I called regarding this and asked why we incurred another lien fee their response was "oh well all your charges over the phone are always applied to your past due.  We never apply any payment towards current charges when you make a phone payment".  So yes you have another $160 added to your account - plus your current charges or now past due.  I couldnt believe this as the operator on the phone NEVER informed me of this policy or I would of made sure that the current due charges were applied first out of the $100 payment.  Current due charges were around $42.00Since that time I have always made payments on line as they stated I need to do to ensure current charges are always current.  However, when I made the most recent payment on line 8/21/14, I clicked current due charges (this was verified by Republic representive Jade) and paid the current due plus  some additional past due.  I paid over the current due charges in one lump sum payment. Since I paid some current due plus overdue charges in one payment, Iwas told by the Republice representative that all charges were then applied to the past due - again making my current due past due resulting in another lien fee of over $160 added to the account.    Why would they put everything towards the past due when I clicked on current due charges to ensure that the current due was always current.  I had already learned my lesson from my experience in 2013 that if you only pay the past due charges and not the current due charges as well you are going to automatically have another $160 lien fee added to your account.  I have talked to over 4 representative at Republic and even though they acknowledge that I did client the "current due" due button on their website, the fact that I paid more then the current due forced the entire payment to be applied to the past due not the current due.Now I dont know how to get a payment applied to current due charges for this republic bill.  Do I send in a certified lettter everytime saying please apply all charges to current due?  To resolve this complaint as I believe this to be a unethical practice of how Republic applies payments you make, I would like two of the three lien charges to be dropped from the bill, as we attempted to make payments in good faith two of these times, yet any payments that were made over and above the current due charges resulted in the entire amount of the charges being were applied to the past due resulting in current due being over due and an additional $160 X 2 in charges being applied to this account.  The phone operator should of informed us when we made the $100 payment in 2013 which was over and above the current due by about $60 and when the past due was still minimal that the entire amount would be applied to the past due and to make sure you still paid your current due bill.  This never happend.The on line payment I made 8/21/14 was for the current due as I clicked the current due tab - yet since I paid over and above the current due Republic applied all to the past due.  As you can see on two occasions we have tried to make payments of the current due and past due in good faith yet Republic unethical practice of how they apply any payments results in additional lien fees.If Republic were to take off the two of the three lien fees as we admit we are responsible for the first one - we could make one payment to pay off the entire balance.Please forward any written correspondence to my address[redacted]Thank you for your consideration of this matter. I know it is lengthy but I am having difficulty explaining my concern regarding Republics unethical billing practice in written format.  Sincerely,Regards,[redacted]

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.