Republic Services, Inc.

Spoke with Mr. [redacted], explained that the invoice he received crossed in the mail with his cancellation of service. The cart was picked up on 7/16/15. I also explained that the balance due totaled $55.50 after  crediting off the remainder of service and a late fee. He thanked me...

for calling him and  requested something in writing that says he needed to give a 60 day cancelation notice.  Or something saying he was responsible for the invoice generated. I directed him to the back of his invoice.  The call ended very pleasantly, I invited him to return to us at any point to experience the “Wow” in Republic Services.

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 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,

As a follow up to my voice message, the letter you received was mailed prior to the final resolution of your account. You have a zero balance as reported on 11/09/15.

I spoke with Ms. [redacted] today 01/11/16. I advised her when she spoke with the escalation line, the information I was given was regarding the credit and it did not indicate a return call was required. I apologized for this as well as her experience with us.The credit was posted to her account on...

12/30/15. I will be sending Ms. [redacted] a statement showing her account is at a zero balance.

[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,

size="3">                                  ...⇄ February 22, 2016  
 
 
Revdex.com complaint ID# [redacted]
 
 
 
 
 
Concerning ID# 1[redacted] and the client’s complaint on a service fee charged due to cancellation of services.  At Republic Services there is no termination fee to end service.  There is a removal fee that is assessed to remove trash or recycle containers from service locations once a client has ended service.  The removal of these containers is not done by the regular trash/recycle truck but requires that a different truck is sent out to complete this task.  The removal fee is assessed to help defray the expenses of sending this truck out to remove carts from service locations. Our CSR’s did express this at the time of the original call as well as two follow up calls. Two CSR’s did offer our reason for the cost of the cart removal fees but the client was upset and disconnected the call.   
 
Republic Services takes any clients complaints very serious and want to try to resolve and do what’s right for the client. We supply 1 trash cart to our clients that require our services at no additional monthly charges. We also handle all maintenance of the containers in the duration of services at no additional cost. We understand due the wear and tear of our industry maintenance is required and it is our responsibility to ensure this takes place.
 
We will ensure all charges are credited off Mr. Tim Vaught Republic Services account and the account will reflect a zero balance as the desired settlement requested.  
 
 
If you have any further questions please contact my office at [redacted]

Best regards,
 
 
 
Jenna M[redacted]
Customer Service Manager
Republic Services of IN

[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 will also wait to see this action continue over at least the next few months to make sure there is not relapse.

Regards,

Division Manager Troy R[redacted] has contacted Ms. [redacted] and a credit of $55.50 is being processed as requested for the removal of the carts. DM R[redacted] delivered the carts to the address requested and spoke with Sterlena B[redacted] These actions should resolve the current complaint to all parties satisfaction.

On December 3, 2014 a driver was dispatched to [redacted] to service this customer.  At 1:13 pm I was advised by dispatch that a driver had been to the address and collected 2 bags of trash.  As a follow up to ensure the situation was resolved, [redacted], one of our...

CSR's, placed a courtsey call to the customer.  [redacted] was not home to confirm at the time of the call.  [redacted] left a message giving [redacted] his direct number if she had any issues going forward.

Republic services is currently investigating this complaint,and will be reaching out to Mr. [redacted] shortly. Unfortunately with the lack of information provided (i.e. accountnumber, service address, collection notice ID) The investigation is taking abit longer than normal. We will continue to...

investigate and depending on our findingswe will offer Mr. [redacted]  a resolution tohis complaint. We will follow up with the Revdex.com within the next 24 hours andupdate on Republic Services findings.        Jenna McCurdy   Customer Service Manager   832 Langsdale Ave Indianapolis, IN 46202 e [email protected] o 317-283-7138    f  317-917-7314   w republicservices.com

As compensation for any inconvenience our delay in pick up has created, we will be providing this resident with 25 City of Brockton Trash bags (a $25.00 value) as a courtesy at no charge.  These will be dropped off by Asim Baig, our Operations Supervisor covering Brockton by Friday 11/13/15.  In addition, we will reach out to our contact at the City of Brockton to discuss any special consideration regarding the potential $1000.00 fine this resident mentioned in his initial discussions with our Operations Manager, [redacted].

Spoke to customer directly and advised that her account would be credited for the duration of time communicating with the sales person.  Agreed on the balance owed.  Customer agreed and resolution complete.

This issue has been turned over to our insurance company, [redacted] for investigation and resolution. Moving forward [redacted] will be communicating with the customer regarding this issue. Thank you.

I KNOW FOR A FACT THAT THEIR INCOMPETENT DRIVER CAUSED THE DAMAGE BECAUSE I SAW HIM DO IT! AND ALSO SCOTT "IS A LIAR" BECAUSE THE MESSAGE HE LEFT ME HE OFFERED ME $99 "NOT" $100 THEREFORE SINCE THE DAMAGE IS $320.23 THEIR SO-CALLED OFFER "WILL NOT" BE ACCEPTED AND AS YOU CAN CLEARLY SEE IN ATTACHED PICTURES THAT I TOOK 30 SEC. AFTER THE DAMAGE WAS DONE & IT WAS ALSO INTENTIONALLY DONE BY THE DRIVER BECAUSE I CALLED THEM THAT OUR BIN WAS "NOT" DUMPED, I SAW HIM IN THE ALLEY(HE HIT A TELEPHONE POLE IN THE ALLEY WITH HIS MIRROR WHILE TALKING ON HIS CELL PHONE)  SO I TOOK THE BIN AROUND TO THE BACK, & HE GOT [redacted] OFF & TOLD ME TO TAKE IT BACK TO THE FRONT, WHERE HE PROCEEDED TO SLAM THE BIN INTO MY TRUCK ON PURPOSE CAUSING THE DAMAGE
 
"NOT ACCEPTED"

Republic Services supervisor made contact with Mr. [redacted] (8-16-16) and discussed his damage claim to his personal container.  Regular wear and...

tear over time has damaged the containers lid.  This was discussed and confirmed with the customer.  As a courtesy and show of good faith Republic Services has credited back the account (8-15-16) in the amount of $20.00.  Rental service of Republic Services container was suggested to the customer.  Mr. [redacted] had to confirm this with his landlord but like the idea of the service.   Republic Services management team will continue to reach out to Mr. [redacted] landlord for container rental service to meet the customers’ needs.

We have attempted to resolve any issues and continue to do so through phone calls and E-mails. We have provided the copy of existing contract and have also E-mailed new contract paperwork to resolve. We are continuing our efforts to provide service and satisfy customer request.

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]The issue isn't as much that I'm not happy with their response, because they did finally come forward and say that I was correct in not owing anything, and their billing was incorrect, the issue was that they terminated my service due to my "unprofessional behavior". Yes, I used profanity when speaking with the customer service reps, but only because I was transferred to many different people and everyone said something different. And this wasn't a one time thing. I've had issues with their billing since signing up in April of 2012.Oh, and just to throw it in there, I have now received yet another bill for the next quarter's billing cycle, even though THEY are the ones who terminated my service. But I will let my husband handle that one so that I'm not "unprofessional" with them.
Regards,[redacted]

Connected 3/4 phone. She was to call back. Has not. Sent email with my contact information. CSM spoke to the customer regarding her billing concerns. She stated she ahdn't received any additional invoices, and the container was removed. Therefore has been taken care of.

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.  However, the sales manager never contacted me, and the reason for the termination of our account is incorrect.  We always complied with the company's request for fill level of the container

Regards,