Republic Services, Inc.

Credit of $34.37 has been issued to Ms. [redacted]'s credit card as requested. Please allow up to 3 business days to see the refund.

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.

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.

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.

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]

When an invoice is due we allow 30 days for payment.  If unpaid at that time, a small minimal late fee is added.  At 60 days, an account will go on service interruption and a $35.00 fee is charged.  If the account is still unpaid at 90 days past due it is closed for non-payment...

and containers are removed.  There is a $15.00 fee per cart to cover the cost of removal (labor, fuel, etc).  When the account is reinstated, there is a $25.00 reinstatement fee to add back on to the account.  There is a $15.00 per cart fee to re-deliver.  These fees can be negotiated and sometimes waived based on the payment history on the account.  After listening to call recording, I feel our agent could have done better in working with this customer based on the circumstances.  I do feel she could have been more empathetic and the perception could have come across as uncaring.  That will be addressed and coached for improvement.  The refund for the double payment was processed and the check was cut on 1/30/15.  We are also issuing a credit of $150.00 to the account for all fees incurred.  The fees are necessary to cover costs when invoices are not paid timely, but as a courtesy due to the circumstances we are willing to work with this customer.  We will call to explain the credits and speak with him today.

Upper Management responded to customer and apologized for all the inconveniences\frustration as well as a site visit to ensure follow up was completed.  Operations will pay special attention to this area to ensure all collection is done on schedule.

We checked our customers account and [redacted] did leave a voice message today regarding recycling collection.  He was contacted back and we left a message.  We sent our supervisor to the location today, but there was nothing left out.  I did...

contact [redacted] today, explained that we would be able to return tomorrow to collect the cardboard.  I have scheduled the collection for Friday, May 22, 2015.  If you have any questions, please fee to contact me at ###-###-####.Thank you, [redacted]Allied Waste Services, Customer Service Supervisor

Mrs. [redacted] is correct in that she did not receive service during the month of May. Although there is wording on our invoice that the entire quarter is paid in advance and is non-refundable, we make a practice of refunding for full months without service. She called on May 1 to close her...

account and returned our containers on May 4. Given that we did not pick up anything from her residence during the month of May, we will be glad to refund the $17.33. Notes have been entered to be able to process the refund, and she should be receiving a check in 3-4 weeks.Thank you,Carey L[redacted]Customer Service ManagerRepublic Services

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 sent the following email to Mr [redacted] today.  We have also contacted our 3rd party collections coompany to stop any and all collections attempts and to not send any report that might negatively impact their credit history.  All balances have already been credited off."Mr....

[redacted],I would like to apologize for the inconvenience this matter has caused you.  Certainly not our intention. We are notifying our 3rd party collections company, Coast to Coast,  to stop all collections efforts and that you never should have been billed this in the first place.  If you get any further notices, let me know.  There was some communication issues with your prior company regarding who was billed for trash and yard waste and who shouldn’t be billed for trash service and yard waste service. That was our fault.   Again my apologies.  In an effort to try to rectify the situation, I can offer you free residential yard waste collection for the remainder of this season at no charge if you want it.  Just email me back if you do.In summary:     · Our apologies     · All balances were already credited off     · 3rd Party collections company notified to stop any and all collections attempts and ensure no negative credit report impact     · No charge for yard waste collection for the remainder of this season if you want the service     · You have my email address if you have any more issues I can help with     · Direct phone number to dispatch to bypass the Call Center:  ###-###-####     · I will also respond to your Revdex.com complaints with this information 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,

[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 talked to Mrs [redacted] and apologized for her frustration. After reviewing the account she was charged for a removal fee of our trash container. There was also a charge for the container itself placed on her account because we were unable to remove her container when we went to the...

location. The new owner of the property signed up for service with us and asked that we deliver a trash container. We did inquire if there was a container already at the location and they stated there was not. As a courtesy we have gone ahead and issued a credit for the removal fee and the container itself that were placed on her account. Mrs [redacted] will also be receiving a 2 week credit for trash service in her billing period that she did not use.

I did talk to a rep on 5 Feb 2016 and was pleased that the charges for container removal and other erroneous charges were removed from my bill and that the balance was reduced to zero.  She did ask if there was 'anything else' and I responded no.  At the time I was very busy.
However, I initially called in December because they were not only charging me $6 per billing cycle for a recycling charge (since April 2015) but they were charging me for two recycle containers.  My contention is that recycling had always been included in the residential service and that this is a bogus charge.  Besides that I have only ever had one recycle (NOT 2) and one trash container.  The rep I talked to in December said she would try to get me a credit but could not guarantee it (which I found incredible).  They need to at least credit me for the overcharge for an extra recycle container but  I feel I should not have to pay for recycling at all since it had been included for years. 
 
I'm sorry if my failure to mention this to the rep on 5 Feb is an inconvenience for Republic but I can tell you the time I have wasted dealing with this issue has been a real pain in the rear end.  Live & learn.

Mr. [redacted]'s refund is valid and I have placed an expedited request to our accounting team to send his refund out to him immediately. He should expect to see the refund within 7 days.
I apologize for the delay in sending Mr. [redacted]'s refund to him and offer my personal contact information...

should he have any further questions regarding his services with us. 
Sincerely,
Amie M[redacted]

am[redacted][email protected]

Yes, the refund claim is valid. Contract on file has price increase cap and we increased higher than the 10% listed. Credit requested and approved. Refund check will...

be sent to customer.

[A [redacted]

I have Agree that my container was picked up this Monday morning. I have security cameras around my house. Upon review of those cameras, I was appalled with the lack of respect the employee had when returning my container. The employee decided to throw my container across my yard instead of placing it back down. I was unaware of the size requirement and will rectify my bin size to avoid further issues. I would like an apology from the business with how their employee treated my property. If they need a copy of the video incident, I will surely provide one. 

Regards,

I was charged for additional items that I had placed out , Bedding,they would not pick up yard waste when placed out in less it was not in the container.

The level of service that the customer was paying for was unlimited bags and did not change at any time. If he was unsatisfied with the amount he was paying, we could have offered lower service levels at lower prices. We would have...

changed his service level, had he informed us that he no longer needed the unlimited bags service. Although we don’t currently offer unlimited bag service to new customers, he was “grandfathered” into that program. He will not be refunded, as he did not call to lower his service level.