Republic Services, Inc.

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

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]

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.

[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,

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.

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].

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.

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.

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 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

[redacted] had a signed written agreement with Republic Services which included terms for exiting the contract before the period had expired.  The owners of [redacted] have taken issue with the pricing at which the service is provided.  [redacted] could have called Republic Services at any time during the past 9 years to discuss these terms and pricing, but no call was made during this entire period, indicating that it had not been a concern.  As soon as we were aware that this had become an issue, we renegotiated pricing in good faith—as was acknowledged in their reply to our original response.Upon [redacted]’ unwillingness to agree to our offer of lower price and upon their expressed desire to stop service with Republic Services, we sent a letter that indicated the terms of the signed agreement, including provisions surrounding early termination.  We regret that [redacted] feels that this is unethical behavior, as we have acted in full compliance with an agreement that [redacted] established with our company and went to great lengths in our attempts to retain their business at a significantly reduced rate.

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!

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]

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]

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]

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.

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 .

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]

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

[redacted] spoke with a customer service representative onSeptember 5th in regards to closing his account.  At that time[redacted] agreed to pay $10.00 for container removal with fuel and environmentalfees removed.   This is a discounted rate from the usual $45.00 thatis...

charged for removing and  refurbishing containers.  The accountwas document by the representative and the containers were removed WednesdaySeptember 24th.  $ 17.51 was drafted from [redacted]’s account,however $7.51 have been credited back to the customer  and will berefunded in the form a check from our corporate office.