Republic Services, Inc.

This account was a part of a Home Owner's Association contract that was not renewed. The billing should have ended but it continued in error. We have extended the service with the customer to match the timeframe that was billed to them. This issue has been resolved.

Mr. [redacted],
 
Unfortunately due to operational issues Republic Services can no longer provide residential trash collection at your home. We apologize for any inconvenience to you and your family. Republic Services will be issuing you a refund for your payment of $61.79 and you...

should receive that check in approximately 2 weeks. Thanks for your past business!

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]

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]

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.

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,

Republic Services, Inc is the worst experience with Waste Management EVER! You are given a certain price to reel you in and then the price goes up from that point on, you are basically forced to commit to a 24 month agreement to which any way you will pay more than what was originally stated. I am shocked this company is still in business!!!

The customer has been contacted and accepted a credit in the amount of $275.00.  Due to excessive weight and after numerous conversations with requests to remain within DOT regulations, the account remains closed.  Thank you.

This is a duplicate complaint that has been responded to. The previous complaint and the email response are copied below:Revdex.com Complaint Case# [redacted], The purpose of this email is toapologize for the inconvenience of not resolving your issue in a...

timelymanner.  I understand that this must have caused a lot of inconveniencefor you.  I reviewed your account today and it does appear the issue hasbeen resolved.  If you feel it has not please contact our customer servicedepartment so we can address it in a timely manner.

I spoke to Ms. [redacted] in regards to the payment history on the account and the lien fees. I agreed reduce all liens recorded before 2010 the lien original lien fees at the time of filing. A refund of $243.30 will be processed and refunded back to card used to pay the account. I informed her that the refund process could take 7-10 business and all liens will be released from the property no later than June 15. Ms. [redacted] thought this was more than fair and I confirmed there are no additional issues at this time.

Customer's trash was recovered and collected. The Customer and Customer Service Supervisor reviewed all concerns and their feedback was recorded to share with all parties involved to work through a permanent plan for consistent service without fail.  This stop will be monitored in the...

weeks to come to ensure consistent collection.  Customer was satisfied with resolution.

To whom this may concern:
I have researched this account and have found that while we did cancelled the account effective 12/31/15, we did not cancel the auto-pay as we should have. I have reversed the charge. This will reflect on the credit card transactions within 72 business hours....

Because of our error I am waiving the removal fee of $16.50. The account will reflect a zero balance. Thanks,
 
Ashley W[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.   Not only did the business contact me in less than a day after submitting my complaint, but they even went out of their way to deliver the recycling bins I had been requesting for several months.  I appreciate the Revdex.com and the role you played in resolving this quickly.
Thank you very much for your help!

Regards,

This has been resolved on the 23rd of Feb. Settlement with payment was mailed to Ms Beatrice Thompkins for her confirmation along with an email to [redacted] on the 24th at 12:09pm.

Tell us why here... ID# [redacted]

size="3">                                  ...⇄                                                                         ...⇄ 4/26/16
 
Our team has investigated this situation on [redacted] closed account. We have updated his closed account to reflect a zero balance. He was such a loyal customer since 2010, and over the years we have worked with him several times and manage to come to an agreement and continue our partnership. We are very concerned we failed to communicate to this customer how we valued his business. So we will honor [redacted] request.
On every bill we send to customer’s page 2 of the bill states our cancellation policy as follows (type and text are as shown):
“If service is canceled during a billing cycle, the customer will remain responsible for all charges, fees and taxes through the end of the billing cycle. There will be no proration of billing, and the customer will not be entitled to a refund for the period between the notice of termination and the end of the current billing cycle. This provision will not apply if it is contrary to a current franchise agreement, municipal contract, or other written contract applicable to this account or is otherwise prohibited by law”
Republic Services try to ensure customers are educated of any policy or changes via their quarterly bill. We are always looking at ways to improve our communication with customers.  We will certainly take [redacted] concerns and find ways to be clearer on our cancellation procedures.
 
Thank you,
 
Jenna M[redacted]
Customer Services Manager
Republic Services

This response from Republic Services does not even pertain to my account issue. My complaint is that Republic Services billed me every year from July 2009 to June 2016. I paid every year. I called them in 2009 and 2010 telling them that my trash is included in my rent here at [redacted] IN WAYLAND, MI. They told me I still had to pay to rent their trash bin or they would take it. I found out this year June 2016 that I DO NOT have to pay to rent a trash bin or for anything because it is ALL included in my rent here. They told me on June 28, 2016 that I was owed a refund from them. $309.63. I was given the run around for 60 days until I contacted the Revdex.com and then finally Republic Services sent my refund check to me overnight by FedEx. I received the check on August 24,2016. I did email Revdex.com letting them know that I finally received the check that day and thanked them for their help. I have attached some proof of my interactions with Republic Services, I have more attachments to send but it will only allow four attachments here. Republic Services did not email me anything regarding $70.00+ and they always had my phone number. This response sounds like it is regarding something entirely different than my issue. I called there multiple times and spoke to multiple people regarding my issue. Both the local office in Jenison, MI and the corporate offices in Arizona gave me constantly conflicting stories. I was always able to be reached by telephone. I have my refund now and my issue is resolved. I still think that Republic Services may have or may still be billing others in communities where they hold contracts and those individuals trash services are included in their rent. I have informed [redacted] of my experience and they are looking in to the matter.

Spoke to [redacted] and was able to work through the issues that she has been having on her account and come to a resolution to reopen her account.  I emailed [redacted] all of the information as to what adjustments I made on her account so she would have it in writing as well as the local...

Accounts Receivable contacts in case she needs it for the future. Credit memo that was on old account was moved to new account and her new account will be reopened.  I confirmed with [redacted] that I had addressed all of her concerns.  Thank you,
Heather R[redacted]

Thank you for the opportunity to review Mrs. [redacted] account and ensure we’re managing the account with accuracy and courtesy. Mrs. [redacted] previously had service in a community in which her monthly rate included recycling service. She was paying $8.66 + taxes and fees a month (billed...

$26.00 quarterly) for that service. In Minnesota, there cannot be a financial incentive for not recycling. Due to this, our rates are the same from community to community, this is because recycling is not an additional charge. However, for tax purposes, a portion of the quarterly rate is applied to recycling. In Mrs. [redacted] case, her $26.00 quarterly rate was broken down to $14.00 towards trash and $12.00 towards recycling. Mrs. [redacted] moved to a community that has a municipal contract for recycling service. The city provides it, individual haulers do not. However, because our recycling is not an additional charge, her new account was set up at a similar rate. The rate on her new account is $9.00 + taxes and fees a month (billed $27.00 quarterly). We attempted to resolve Mrs. [redacted] complaints, the customer service representative offered to lower the rate back to the $26.00 quarterly, it shouldn’t have been raised to $27.00 quarterly. The resolution was refused. The customer service representative also offered to credit the delivery fee, that too was refused. We weren’t to take any action until we honored the rates she requested. [redacted] was unavailable to take Mrs. [redacted]’ call immediately and she refused to leave a voicemail. The issue was escalated to our corporate customer team. In good faith, we offered Mrs. [redacted] the absolute lowest rate we could provide in her new community, $8.00 a month or $24.00 + taxes and fees quarterly, the offer was refused. We simply cannot provide the trash service for a rate of $4.66 + taxes and fees a month. Mrs. [redacted] informed a corporate customer service representative that she had a different hauler contract with her for the $14.00 a quarter and wanted us to close her account. We’ve honored that request, we closed her account and ensured there would be no balance due (the delivery charge was credited as part of this). However, in this complaint, Mrs. [redacted] is asking for $14.00 + taxes and fee a month. If this is all a misunderstanding and that’s what she’s requesting, we can honor that request. In fact, we’ll provide a rate lower than what she is asking for and honor the lowest rate possible, $8.00 + taxes and fees a month ($24.00 quarterly). In the past, we’ve been very accommodating to Mrs [redacted]’ and her husband’s requests. We’ve lowered her rate three times in the last five year. Since we’ve had this account, we’ve provided discounted yard waste service, free months of service and reversed numerous late fees. We simply cannot continue to honor the requests for lower rates and discounts. If Mrs. [redacted] would like her account re-opened at $8.00 a month + taxes and fees (billed $24.00 quarterly), please have her reach out to us directly and we’ll work with her to resume her account. Please let us know if there is anything further we can provide. Thank you.

A copy of the attached letter was mailed to the address provided 2-11-15.  Thank you.

I spoke to Mr. [redacted] on 5/19/15 and 5/20/15, he is going to provide me with bank statements as proof of his payment. Mr. [redacted] has my direct phone# to contact me during this process. I also explained to him that we will have to research to find where his payments went because the payments were...

not made to his current account. Mr. [redacted] has the correct account# for all payments now and we will work out an acceptable payment for the lien fees IF the payments were applied to the account# shown on his banking information. If the payments were misapplied by my company all lien fees will be waived.Zoia T[redacted]Customer Service Superviso[redacted]