Republic Services, Inc.

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!

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.

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 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.

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.

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]

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.

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]

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.

We apologize that a postcard with the wrong collection day was sent to you in error. We have taken steps to insure that this kind of error does not occur again. We have communicated that the collection day in your area is on Thursday. We are unable to accommodate your request to have your collection day changed to Monday, as we do not run trucks in that area on Monday.

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.

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]

We have serviced the customer and addressed their concerns.

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

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.

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.

I did not view all the invoices I received from the company because I set up autopay on their website. Once autopay was set up, I shouldn't have had to worry about it. That's the whole point of autopay.
It feels to me like this is a business practice designed specifically to end up getting me charged extra fees. Even after I called them and they manually set up autopay, it still didn't schedule a payment for the entire amount I owe, just the latest invoice amounts, setting me up for more late fees in the process.
When I did realize that they were going to suspend service and called about it, the employee I talked to then made it sound like I wouldn't have to pay any of the fees, but that wasn't really the case. She just scheduled payment for the normal amount, leaving fees in place so that I could be charged even more late fees.

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

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!!!

This damage claim was submitted to our insurance company, CCMSI.  After their investigation, it was determined that the line was lower than required.  So this claim was denied on 11/24/15.  Nancy D[redacted] from CCMSI communicated this to the home owner via phone call.