Republic Services, Inc.

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]

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.

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]

[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.

[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.

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.

I've been in the process of trying to cancel my service with Republic Services for several months now. To the degree of sending certified mail to the CEO, Don S[redacted] in Phoenix, AZ. Below are excerpts from both letters I've sent. The only response I've gotten to date is from a local representative who only states they can "match" a price for the duration of my contract which is now 3/29/19. What a lie...

"On October 9, 2016 I spoke to a local representative, S... who took my information and confirmed my service cancellation. She said she'd transfer my information to D... to arrange a pick up date.

D... eventually called me back and said she'd check for an existing contract."

(I signed a contract with THEIR notations stating a 6% annual cap on basic service.)

To make a long story short, she did in fact call and email me stating I was under contract until 3/29/19 (the contract mentioned above was signed 3/29/13 with the automatic 36 month renewal clause). I understand.

The basic service has since escalated by 19% from 2014 to 2015; 17.9% from 2015 to 2016. Now who knows how much it will go up from 2016 to 2017 even though D... stated in an email (forgive me, but I just want it in writing, not over the phone) that they would guarantee a monthly $50 fee to be in competition with another quote I got.

Now we're moving and don't need them or another provider at all.

I've sent an additional letter to Mr. S[redacted] & the local office. We'll see what happens next, but I would not recommend them to anyone regardless of the outcome.

I'm constantly having to call them because they don't service us for weeks. I'm never able to speak with the same employees again. Each time they say they will fix the issues yet it never happens and I find myself having to call again. There is never an apology or credit for not servicing us despite paying our bill on time monthly. They wouldn't even let me out of my contract without paying them 6 months worth of service as a cancellation fee!! Yet they don't attempt to remedy the issue. Every time I call they say they will ensure it's taken care of yet it never is. I'm constantly taking time out of my day to address this issue with them. Time that I SHOULD NOT be needing to spend making sure they are doing the job my boss pays them to do. It's beyond ridiculous at this point. They are horrible and I would find another trash service to go with.

[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,

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.

[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,

A credit/check of $ 978.00 per customers request  will be issued for the disputed amount once the historical data has been reviewed and approved.

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.

[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,

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.

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.

[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,

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

[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,

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,