Republic Services, Inc.

Customer will have refund issued when checks cut on Tuesday 11/22/2016.  Customer will be refunded $164.40.  Customer will be contacted today with that information.

Letting go of a client is always a painful decision, but sometimes the economics of the client relationship just don’t work out. We really appreciate you giving our business a try.
As a business, we also collect money upfront and rely on customers’ timely payments. Demanding service right after placing a payment for a past due invoice, when it is not scheduled, happens on occasion and is understandable. However, when it happens every single quarter, it consistently creates requests outside the scope of our scheduled services, and this affects our operations, our costs, and labor involved. Please note customer was advised about the cancellation on 9/20/16. This cancellation was effective 9/30/16, which offered more than enough time for finding an alternative service provider.
We sincerely apologize for the unfavorable experience and a negative impression we might her given this customer. We did our best to resolve this issue in an amicable manner. In good faith, we offered customer a free month of service and two bulk coupons. Customer rejected all our efforts, leaving us with only one course of action.

[redacted] on behalf of Republic Services     [redacted]   Corporate Customer Experience Specialist   [redacted]    [redacted]  From:...

[redacted] Sent: Tuesday, June 09, 2015 10:39 AMTo: Corporate Customer Experience TeamSubject: FW: Revdex.com complaint #[redacted] - Due Back EOD Friday June 12 See below, issue resolved.  Thanks.  [redacted]Area Customer Service Sr. Manager Republic Services Arlington Call Center | [redacted] * [redacted] * [redacted] on behalf of Republic Services reached out to [redacted] and adjusted his bill with the $17.00as he requested. Customer is satisfied with resolution no further action isrequired. Thank you   [redacted]   Corporate Customer Experience Specialist   [redacted]    [redacted]  From: [redacted] Sent: Tuesday, June 09, 2015 10:39 AMTo: Corporate Customer Experience TeamSubject: FW: Revdex.com complaint #[redacted] - Due Back EOD Friday June 12 See below, issue resolved.  Thanks.  [redacted]Area Customer Service Sr. Manager Republic Services Arlington Call Center | [redacted] * [redacted] * [redacted] Sent: Tuesday, June 09, 2015 9:54 AMTo: [redacted]Subject: RE: Revdex.com complaint #[redacted] - Due Back EOD Friday June 12 Team, I reached out to [redacted] and adjusted his bill with the $17.00as he requested. Customer is satisfied with resolution no further action isrequired.

[redacted] was contacted 8-18-15 at approximately4:45pm by Republic Services representative [redacted] to resolve all ofher concerns. [redacted] made the decision to take some time to considerall of her options and return a call to [redacted] on...

8-19-15.[redacted] met with [redacted]e on 8-18-15 regarding her concerns with her account.  She was offered a rate decrease of $101.09 on 8-21-15.

Upon review of the account.  Mr. [redacted]s account will be credited in the amount of $11.44.  This amount includes the cost of the second container and fees for the (3) billing quarters.

Republic Services management did contact me a week after I called in reference to my customer service issues and assured me that going forward these issues will not occur again. 

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] Sales Mgr agreed to credit customer's account $211.14, leaving a balance of $0. Left this information on the customer's voice mail.

Republic Services has processed a full refund of money paid to us by [redacted].Ms. [redacted]'s account was set up in error.  The representative with whom she spoke on her initial call saw that we had customers on a nearby street ([redacted], which intersects...

with Ms. [redacted]'s street, Creek Rdg.) and made a normal assumption that we ran a collection route in her area.  What he did not realize is that those addresses were on a section of the road that is quite some distance from Ms. [redacted]'s address.  The result was that her garbage was missed on at least three occasions, which she mentioned in her complaint.Since the deliveries should not have happened, they have been refunded.  Even though we did technically provide service for two months, sending a driver to specifically collect waste for her home after we were notified of the missed trash or recycling, the money paid for that time has been refunded and will also be credited due to the multiple service issues that she experienced.I have tried to reach out to her a couple of times today to inform her of the resolution, but she has been unavailable--completely understandable; a message was left and callback requested.  I will also continue to try her phone to communicate with her personally.Republic Services apologize for the inconvenience that this matter has caused Ms. [redacted].  The entire situation came about because of confusion regarding how far our trucks ran down her cross street.  We appreciate her having contacted us for service, even if we are not currently giving service in her section of Winterville, and hope for the opportunity to gain her approval again in the future if we expand to include her street in our service area.

[redacted] account has been closed effective 9/30/2015. We have issued a credit for the $15.43 balance that was from the removal of the trash cart. The account is at a zero balance and no further collection activity will occur and nothing has been reported to outside collection agencies....

Revdex.com complaint#[redacted]. The area did have inclement weather back when original miss was reported. As soon as roads were clear, and safe for drivers, we did resume normal services for this customer, and their neighborhood. I have forwarded this specific customers address, and neighborhood information...

to the supervisor to review area for service needs. I have emailed this customer directly and let them know that we will be out to service trash and recycling today. We will also credit the account for one months service for the inconvenience. I left customer service supervisor direct contact information to call if future assistance is needed, and to ensure customer had the right contact information. Service is rendered today, and credit issued today as well.

Republic Services tried to contact the customer approximately 60 days prior to implementing any type of rate adjustment, and as acknowledged by the customer Republic Services actually did speak with the customer as of July 7th to discuss the need for a rate increase. The new rates were given to the customer in writing via fax on 7/24/14, and at any time there after the customer had the opportunity to select another vendor. The amount sent in by the customer at the beginging of August was applied against the new rates, as they had formally been notified of the rate change after 7/24/14. Again, they were not contractually obligated to continue to use Republic Services as a service provider, and Republic Services was not contractually obligated to honor any previous rates after informing the customer of a rate change.  The company will authorize a one-time credit for services provided between 7/24/14 and 7/31/14 in the amount of $450.00 for the three hauls that took place in the final week of July. Any and and all charges outside of that are the customer's responsibilty.

To Whom It May Concern:I have spoken with [redacted] and explained the situation with his account.  The original billing that he had received was incorrect and I have since corrected it and sent him a final invoice for $73.67.  There will be a credit issued in the...

amount of $110.58 for the incorrect billing.  I have sent [redacted] via email copie of all invoices as well as the spreadsheet (attached) to explain the balance due on his account.There were fees as well as taxes on his invoices that were not prepaid when he contracted for our services. The customer had additonal rental day on the contract in which he did not pay for in full in advance.  [redacted] is aware of the final amount due and will contact me if he has any further questions. He was appreciative of the explanation and was given my direct line if he has any further questions.Kind Regards,[redacted]Customer Service SupervisorRepublic Services[redacted]

[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,

I have left another message for the customer to contact me. If this is not a good number please provide alternate contact number. I am unable to review the account as there was no account information provided.

After terminating the business as my trash hauler, they sent a false invoice for a large dollar amount. After discussing it and realizing they were not going to get away with it, they still tried to scam me for payment to remove their trash container from my property. I left the company when I realized I was paying much more than the going rate for trash removal.

To whom it may concern,We received a cancellation request from Ms. [redacted] on June 25, 2015.  At that time she was instructed that the cart would be removed in 3 days.  Ms. [redacted] is correct in the fact that the cart isstill at her location.  Due to...

driver shortage we are behind on removals at this time.  I have spoken with our Operations Supervisor and he will go out and remove the cart no later than Tuesday July 21st. Reference was made to Ms. [redacted] receiving a bill and no credits were showing.  The last billing statement was sent on 5/20/15, our first contact regarding this issue was on 5/26/15 which was after the quarterly bill was processed.  Credits are pending on this account and will process after billing on 7/20/15.  Customer will have a refund which will be process and submitted on July 24th. Thanks,[redacted]

The reply by Mr. [redacted] is inaccurate. I called in on January 23, 2014 to cancel our service as I found service for $25/month ($50 every two months) and Republic Service had just increased my monthly bill to $72/month from about $63/month. When I called in to cancel the service is when I was told we were set up as a commercial account. It was at that time that I explained that we were NOT commercial but rather residential as we had changed to residential back in 2009 when we got rid of the dumpster we had and got two totes. It was during that call on 1/23/14 that I was told we were set up as commercial and they would not tell me the price difference between residential and commercial. In fact, on subsequent calls when I was trying to figure out how much they were overcharging me, no one would give me a price difference. I talked to Mr. [redacted] on at least two occasions and he never gave me this information even though I asked.So Mr. [redacted]'s claim that they told me it was $65/quarter for two totes is not correct. No one ever told me what residential service would cost. Mr. [redacted] admitted to me over the phone that they had made an error and had his sales person, [redacted] offer me $10/month to correct the error if I would stay with their service. I want to be clear. I never called to ask for a residential quote. I called to cancel my service and it was during that call that I found out they were charging me at a commercial rate in error. I only asked what the residential charge would be to try and figure out how much they had been overcharging me. Clearly if the cost is $65/quarter for 1 tote and I was paying $72/month for two totes, I was being significantly overcharged. Even if they charge a small upcharge for a second tote, I was still overcharged significantly from Sept. 2009 when I got rid of the dumpster and changed to the residential service and two totes in 2009. Republic Service made an error that should be corrected. I asked Republic Service on more than one occasion to provide me with the cost for two totes for residential service and no one at any time provided me that information. Mr. [redacted]'s response is simply not true. I believe we are owed the difference between the cost of residential service and commercial service from the time we changed from the dumpster in 2009 which was a commercial service, to the two totes which was the residential service. I previously estimated this overcharge at $1820 however, based on the new information Mr. [redacted] has indicated in his response, the reimbursement to us may be more than that. I remain willing to resolve this dispute for a reimbursement of $1820 which I believe to be a conservative amount. Thank you. [redacted]

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 would like a copy of all charges and credits as it relates to her statement that I am not owed the return of my deposit.

Regards,

I received my most recent quarterly invoice and noticed the rate had increased over 12%. I received no advanced notice. That's not acceptable. When questioned, a customer service rep explained that "We do have an annual price increase...due to disposal cost increases."

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,