Republic Services, Inc.

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.

The $24.43 charge is a removal fee that the customer spoke to a customer service representative about on 10/13/14.  The payment for $38.50 was for October service, which our driver did provide service through the end of October, but the trash cart was not set out to be...

serviced on 10/23/14 and 10/30/14 as the driver noted on the account.  In good faith, Republic Services will be removing the $24.43 from the account and issuing a credit of $19.25 for the 2 weeks that the customer did not use our services.  The $19.25 will be refunded to the customer in a check mailed to his residence.

Our Operations Manager has contacted the customer and we have taken all appropriate steps to ensure this will not happen again.  We have also discussed the issue with the driver and made them fully aware of the details. We have adjusted the account for the lack of service, and we...

look forward to continuing our partnership with  Mr. [redacted].

Attached is the invoice you requested. As you can see on the upper left side of your invoice under previous balance,part of your deposit was used to pay the previous invoice and the remainder of the deposit was applied to pay the invoice attached. If you find you submitted additional payment after June to satisfy the amount owed please let us know as we do not show any record of payment after the payment of $450.34 on 5/29. Our records indicate that the balance due had not been paid so your deposit was used to clear that balance.  Thank youRepublic Services

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.

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.

We have serviced the customer and addressed their concerns.

I am very dissatisfied with this company . I had been a customer for over fifteen years, also referred many clients to the company here in [redacted]. I am on this site because I believe this is the main headquarters.
My local company has no customer service and have continued to lie to me. This may sound extreme but I have been promised a pick up for the last six weeks. The excuses have been thin when I actually get to talk to someone. first the driveway was slippery , to much snow near the dumpster. couldn't get in the driveway , ect. I will say after all these year that I know what needs to be cleared and taken care of. After every storm the driveway is plowed and dumpster is cleared. We have had extreme weather and I allow for a few slips up but! After not hearing back from my rep. after a number of calls I finally get the message that if I get the drive sanded they will come out the next day. OK. Even though I have never needed to do this I did for an extra expense of a hundred dollars. They don't show up ? no call no excuse they just don't both. this after being told the snow bank was to near the dumpster so I had a man come for two hours and snow blow and move the bank back (never been a problem over the last fifteen years?) didn't show up again. So I am out the expense of a sander two different times I paid someone to make sure everything was so far away from the dumpster.
I can not believe yesterdays conversation. My regular pick up day is Wednesday so I waited and he never showed up, Then when I called they told me it was emptied? I am standing looking at an over full dumpster. They argue with me and say the driver said he picked it up ? They told me to send them a picture? Again can customer service get any worse. When the girl gets the picture she tell me they will be out tomorrow. That will make the fifth time I have been told they would be out tomorrow. I am a business owner myself and can not even imagine that I would be in business with this continued bad service. I have several clients that I have referred this company to I am going to make a point of letting them know my issues.

This issue was resolved on October 14, 2104. Customer was issued credit of $18.09. I apologize the local division did not notify you.

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.1) the local branch of the company was contacted in repeated occasions with promises from the representative to have the situation corrected - never happened2) service dates are known very well and they are as stated in the contract - unless they were changed unilaterally and customers were not informed 3) I am still awaiting on a call or other form of communication from upper management in order to solve this amiably  

Regards,[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.
Please see attached. 

Regards,[redacted]

We spoke with [redacted] on 3/19 and have reached an amicable resolution.  The balance on her account will be credited and brought to a zero balance. We will internally address the concern with the inconsistent information that was given to ensure all personnel are trained in the cancellation...

process. Thank you.

Customer was communicated to by Customer service that he would be getting a refund but he wanted us to cut a check that day, we talked to customer yesterday and explained the process, and also confirmed he should not have been charged the removal fee as we were able to remove his cart on the day...

we scheduled to remove it which was has last pick up day.  His check is scheduled to be cut on Friday August 14th and communicated this to him and also let him know he is not being charged the removal fee.  He is happy with the outcome and understands the process.  We regret the customer had to be let go and appreciated his business during our service time with him, we also regret having the mistake on the charges for the removal. He also has my Division Managers phone number should he have any additional questions or problems.  Please let me know if you need additional information.  Thank you,[redacted]

Cardboard was finally p/u 8/19/15 . Customer had contacted us and spoke with another supervisor8/19/15 the same day Revdex.com complaint had come to us. Supervisor issued credit for missed bulk that customer had paid for. Contacted customer and followed up because I was advised that cardboard was...

p/u that day . Called customer to confirm and she was not at home and requested for her to contact us back just to confirm issue resolved and cardboard bulk was serviced. I didn't hear anything back from the customer so I reached out again on 8/20/15. I left here a message requesting a call back to confirm and apologized for issues . Received v/m from the customer on 8/20/15 stating that c/b was serviced and issue resolved. customer stated she was very disappointed that it had to go this far and she just feels like as a company we should do what we say we are going to do . Issue resolved .

I guess my complaint is not done - Republic left a voice message on or around the 8th saying my account was now zero then yesterday on the 13th they call and leave a voice message on my phone about my outstanding balance and today on the 14th I get a FINAL NOTICE ABOUT MY $114.91 SAYING THEY MUST NOW TURN MY ACCOUNT OVER TO A COLLECTION AGENCY unless I paid in full within ten business days from the date of the notice 11/07/15.  I would just assume that this notice was sent before they zeroed my account by with the voice message yesterday it doesn't appear so.  Thank you for any help you can give.  [redacted]

Dear Ms. Grebner,Thanks for allowing me the opportunity of speaking to you

this afternoon.  I would like to explain

how Republic Services calculates the fees and how this was presented on your August

20 invoice.  Attached please find a PDF

with a copy of your invoice.Base rate of        $92.00

per quarter Fees                      $24.99 per quarterRamsey andState Tax             $44.17 per quarterSubtotal               161.16 per quarterLate fee                                 5.00Total Invoice      $166.16During our conversation, you stated that you called to

request a pricing for a new customer in your area.  You were quoted approximately $77.00 per

quarter with everything included.  That

information is correct and this is how it was calculated:  Base rate of        $44.25

per quarter Fees                      $12.01 per quarterRamsey andState Tax             $21.24 per quarterTotal                      77.51

per quarter The quarterly base rate for a new customer for the

smallest size container is approximately $77.00. Please let me know if you need further information.Thank you!

Customer was removed from any collection activities and account balance is zero.  There was some confusion as to where the customer had sent in his email as there was an incorrect email address was used.  I have communicated to the customer that all balances have been reduced and...

provided him with my correct email address and personal phone #s should he need further assistance.  Thank you [redacted] General Manager

[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,

We agree that we met our obligation to [redacted] and removed all of their waste throughout the period.  In order to settle your contention that the service days have been under-provided at 2 per week in lieu of three a week over the period in dispute you requested a settlement of a $900 credit, which I agreed with.  We will provide the credit on your next invoice.

We found the customer's misapplied payment and applied it to her account.  Called the customer and advised that we found the payment.  She had previously made another payment to avoid service interruption, so she their services are not paid through December 31st.  The customer has...

spent $4.00 in fees to fax the proof of payment to us.  We have issued a credit to her account for this.