Republic Services, Inc.

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.

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.

Complaint ID: [redacted] response to Mr. [redacted] complaint, trash service hadbeen missed several times in February.  These misses were a direct resultof the weather (snow/ice) in Mr. [redacted] area, only one miss was a result ofthe private lane being blocked by a pickup truck.  Driver...

reported that hewas attempting to back down the private lane when a pickup was coming up thelane, blocking his access to Mr. [redacted] drive.  Mr. [redacted] did callin on Friday 3/13 to report another miss and was told that we will have adriver there on Monday.  The supervisor was notified that the customer hadcalled in and was able to divert a delivery driver to this address instead ofwaiting until Monday when the normal driver would be back in the area, which iswhy Mr. [redacted] was serviced prior to Monday.    Resolution:Since the misses were a result of weather and beyond our control,credit normally isn’t given since we will collect all the trash that thecustomer has, which we did.  In this circumstance we will credit Mr.[redacted] account $22.42 for his inconvenience.  Going forward, ouroperations department has made the determination, due to a safety hazard ofbacking out onto a highway, not to service this private lane.  Allcustomers who are serviced on this private lane will need to bring the trash tothe highway in order to be serviced.

Credits for the July 31 and August 31 invoice were placed on the account on February 18,2015.  The account was also closed effective Sept 1, resulting in additional credits for all charges billed after September 1st.  A total refund request of $758.25 was processed and...

approved.  There was an error with the closed effective date of Sept 1st, resulting in charges for one day.  An additional credit of $46.82 will be processed today and an additional refund check will be issues along with the $758.25 to ensure the customer receives the full refund of $805.07.  The customer should receive the refund checks within the next week.We sincerely apologize for the delay in processing the customer's refund request.  This was something that should have been processed and mailed out at the beginning of March and the issue has been addressed with the employee.

On 2-27-15 [redacted], Sales Supervisor and [redacted], Territory Rep met with [redacted] of Tortoise and Hare at his business to review his account receivable situation. At time the account was past due over 60 days and there had been several conversations with the customer regarding...

the past due balance. AR Information:12-23-14 - [redacted] (republic services) spoke [redacted] in regards to the AR issue. [redacted] said she would get with the owner to have him call back.12-23-14 - [redacted] call a 2nd time and spoke with [redacted] who stated that the owner would call back on 12-24-14. [redacted] promised that the owner would call [redacted] and pay us on 12-24-14 1-13-15 - [redacted] called [redacted] to again ask about payment since no payment had been received since the 12-23-14 call.1-21-15 - [redacted] called and was told that the bill was paid. A check did arrive on on 1-21-15. The check that was sent did not clear all outstanding balances.1-27-15 - [redacted] left multiple message regarding payment and left a message that we could not service without payment.2-13-15 - [redacted] left final message since he had not received a return call.2-20-14 - [redacted] spoke with [redacted] and he said that he paid - [redacted] stated the [redacted] was very rude and would not provide amount paid.2-21-15 - Received partial payment.3-6-15 - [redacted] left message for owner regarding payment.3-12-15 - [redacted] (Lead Collection republic services) spoke with owner regarding payment. The said the he would pay when and if he felt like it. She let him know that the past payments were partial payments. The owner said that he will quit account. [redacted] let the owner know that we would like to keep his business. 3-25-15 - [redacted] called and provide a reference number of the payment made. Republic Services had stopped service until payment received. We let [redacted] know that as soon as the check cleared we will start service. During the meeting with [redacted] and [redacted] informed him of the AR concern and offered to work with him on this issue. [redacted] stated that he would not be

[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.

A message has been left for the customer to call me back to discuss this complaint further.

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."

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.

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.

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.

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.  Although I hate that it had to come down to using the Revdex.com to get my problem resolved - at least it is now resolved.   I would like to suggest to the company that they handle issues in a timely manner so others don't have to resort to other means.   At this time, 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,

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]

[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....

As the company noted, I was under no contract at any time with Republic Services.  I regularly paid in advance for three months of trash collection service, and at the time I cancelled their service my account was paid in full.  The trash containers were returned in fully operational condition. I am under no obligation to pay for the cleaning of their trash bins as I never agreed to those terms and my service was cancelled at the time they issued the bill. 
The company should not threaten collection notices to the consumer for their own cost of doing business.

I have tried to contact [redacted] on 1/22/16 at 10:28 am and again on 1/26/16 at 12:29pm. Both times  I have left a voice mail with my direct contact number and have not received a response.

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.

[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,

Per Division Manager Mike B[redacted]: Supervisor Fred Glass contacted this customer this morning. Customer stated she called the Revdex.com back to retract the...

complaint as her trash was picked up….MB....entered by Charlie B[redacted]