Republic Services, Inc.

The Customer contacted us in hopes of getting a better rate for service, we offered to work with him and reduce the rate with a new signed agreement. Customer refused our various attempts to retain his account said he would only continue to work with us if we refuded him for the many years he feels...

he overpaid. I advised him that we did not overcharge him that what he paid was the cost of his service with us at the time but that we wanted to work with him I even offered to credit off the invoice from last month. The customer refused to work with us nor did he accept the credit he was offered. Since we have been unable to resolve this matter the account has been closed effective November 30, 2014 the customer was notified. Thank you,[redacted]   Sales Coordinator     [redacted]  o [redacted] f  [redacted] w [redacted]                                         ...⇄ [redacted]   Sales Coordinator   [redacted] o [redacted]

   f  [redacted]    w [redacted]

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.

The service agreement with [redacted] was a service agreement acquired through acquisition as the company listed is [redacted].. This agreement was signed and dated 2/22/1995. The initial service level was one cubic yard container serviced onetime per week with a basic rate of $64.00 per month. [redacted] had previously increased or doubled their service; adding an additional pick per week. It was on 8/12/2010 the service level was reduced to one time per week reducing their basic monthly rate from $192.50 to $95.00. Each year our operational cost and cost of disposal have increased. Increases were passed along annually in the form of a price increase. Prior to each increase, written notification was provided to the customer 30-days prior. It is customary to pass along annual increases to all customers unless a specific customer had previously negotiated price caps. With proper written notice, Republic Services initiated recovery charges for fuel and environmental expense. Again with advanced written notice, these charges were passed through to the customer based on their specific level of service. With each price increase the customer received prior notification To our knowledge, the customer did not dispute or disagree with the annual increases until they received a competitive quotation for service. In response to an inbound request for revised pricing, [redacted] offered what she considered to be a loyal customer discount in order to retain [redacted]. She generously offered to put rate restrictions on subsequent years. Our division receives inquiries from current customer throughout the month related their current pricing. In each case, the Republic Customer Services Representative or outside Account Manager makes a good faith effort to retain the customer through modification of service level, providing alternative services such as introduction of recycling or simply reducing the rate per yard. If [redacted] took issue with a price increase, the customer had the ability to contact customer service and open dialogue. It is unfair of the customer to request credit for service provided based solely on a competitor’s introductory offer.

Good Afternoon,I'm in receipt of the complaint from [redacted] and appreciate having the opportunity to respond.  I apologize for the unfortunate experience and response [redacted] received from Republic Services and [redacted].  We value our commitment to the citizens,...

the community and the environment. Let me start by stating we will pay the $325 claim for the windshield.  However, I would like to take a moment to communicate our position concerning road hazards.  Road hazrard claims are usually denied due to the fact they objects that come directly from the road.  Whether a rock came from underneath a car or truck - it is a rock that was on the road.  Would we ask a person driving a car pay for a windshield in which a rock came from underneath its' tire and cracked it?  But if something unfortuanely came "off" of our truck and struck a windshield we would accept that type of claim.  I attached the orginal denial letter for record keeping purposes only.Moreover, Republic Services uses [redacted] for all of their claims.  They handle every claim - big or small.  This is not handled at the local level.  I will forward [redacted] a copy of the complaint and ask them to re-open the claim to pay it.  Someone from [redacted] will reach out to [redacted] to set up and confirm payment.  I'm sure they will need a receipt for payment.  My direct number is [redacted] if anyone has additional questions. Once again, I'm apologize for the poor expereince and lack of communication that [redacted] endured.Respectfully,[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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

It is Republic Services commitment to be our customer's most valued servise provider. Given that, we are looking in to a resolution to this issue that is best for the customer and Republic Services. We will be working to provide important communication to the customer explaining what our...

process is and what can be expected from us to adhere to the agreement that is in question. We hope to retain this customer and continue providing service. What is important to Republic Services is the relationships we build with our customer base and a lasting legacy of customer service.

Trash has been recovered with a permanent plan in place to ensure consistent service without delay.  Customer confirmed trash was collected and was advised on plan.

In their response, they say that the charge was effective September 1, 2015. I believe that Republic should have notified subscribers of this charge prior to its inception so that subscribers had the opportunity to cancel service before an unexpected charge was imposed. I believe this is the proper way to conduct business.

I [redacted] Ops Supervisor have talked with the [redacted]d and I will be removing the carts from her house today.  I did tell her that it maybe as late as 7pm but I will be removing them today.

[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 received a call from [redacted], Operations Supervisor, who explained they were at fault, apologized, and said she would personally pick up the containers today by 7:00 or 8:00.  A gentleman arrived a little before 5:00 p.m. and removed the two containers.  Thank you.  

Regards,

[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 have received an email stating that a refund is being processed for my account. 

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted] and am relieved that the assigned task was done as asked. If there is any further issues with my invoice, I will contact the Manager directly.

Regards,

This customer has a 10yd corrugated container that is scheduled twice weekly.  On 01/12/15, while providing a normal pick up at this location, the driver noted he collected an additional 8 yards of material, above and beyond what was scheduled for service.  Again, on 01/19/15 and 01/26/15,...

the driver made note of collecting 6yd extra yards and 8 extra yards, respectively.    Please note, these are not extra pick ups, but rather additional yards.The customer's rates for this service are $210.0 per month for twice weekly service.  The account was charged 52.00 per yard for the addtional loose yards as per the division standard rate table in order to recover the additional costs incurred for collection, processing and labor.I have attached a copy of a screenprint of the the cusotmer invoice, as well as copies of the driver's route sheets for the days in question.  This customer spoke with the sales manager Von Schafer, this morning.  It was mutually agreed that the account will be cancelled effective today, and the containers will be removed in the next 5 business days.

Tell us why here... We spoke with [redacted], owner of Sunridge Properties,today. We reviewed the account and the fact that his automatic payment rule wasnot set up until 4/23/15; therefore the balance that was billed March 1, 2015for $45.51 was past due and...

would not come out of the automatic payments. Weagreed it was a misunderstanding of his interpretation of the email that wassent confirming the set-up of the automatic payments and that since the balancewas included in all subsequent billing, he felt it should have been included inthe automatic payments made. He was gone for the month of July so missed thenotice of delinquency and intent to lien that was mailed to him. We agreed tosplit the balance of the lien fees that are outside of the actual costs forrecording and releasing the lien, an amount of $133.98. I took payment from himfor the amount of $100.99 to clear the lien fees and have credited the otherhalf, $66.99.

I will contact the customer and find out what the exact service issues are, it could be a problem with not understanding when the actual service date is. We will handle any issues associated to this complaint if we can not come to an agreement the company may have to reimburse the customer for the...

services he feels were not rendered.

We have reached out to the customer this morning and will continue to try and call until we are able to make contact. The service day for this location is on Friday 12/26/14 and due to service issues reported this location will be placed on a Hot Stop sheet until all service issues have been...

corrected.

[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,

[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.In addition I would like to add that even though it was noted by the company that I was told the fee in question would be waived if I paid the amount past due of $36.60 on 12-03-2014 and signed up for automatic bill payment this agreement was not forward to or made aware to the local Republic Services location in Scottdale, PA who insisted they knew of no such agreement. If they had known it would have prevented the need for this action.

Regards,

Customer was credited $9.07 on 3-8-16. This will be reflected on there next invoice.

Thank you for your inquiry regarding your commercial account with Republic services. In review of your closed account we show that your deposit was taken to reopen your account but when your account was closed on July 28th, 2015 there were outstanding invoices owed for June and July so our credit...

review team applied your deposit to cover those open invoices. As of right now we do not currently show a refunded amount of $250.00 but if you would like to discuss this matter further or have any further questions we would be happy to discuss the payments received and the invoices they were applied to with you to help clarify and resolve this matter to your fullest satisfaction. I have enclosed my direct line if you would like to contact me directly.Thank you for your timeSincerely,Jenny F[redacted]