Republic Services, Inc.

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.

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.

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.

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

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.

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.

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.

[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 [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,

[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,

Two credits, totaling $150.00, were applied to the account, as committed.  The credits did not result in a refund because the customer's roll off box weighed more than the allowed maximum weight.  The credit balance was applied to the amount that was owed for the additional tonnage that was associated with the overweight container.

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.

Mr. [redacted] met with the local GM, [redacted],  and reached a mutually agreeable resolution moving forward.  Mr. [redacted] did communicate the safety issues they have in accessing the private road he lives on.   If we are not able to service before 5-5:30 there is too much...

traffic to safely access the area.  Mr. [redacted] communicated that the neighborhood was willing to leave the first gate open on Tuesdays so that the driver can access the area.  Operations Supervisor provided Mr [redacted] his card and asked Mr [redacted] to contact him with any other issues or concerns.

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.

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

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]

[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 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,

Thank you for your email. I removed the .24 late fees from your invoice and attached your revised balance for Nov, Dec and January billing cycle. I am very sorry that you have made more than one call to have this issue resolved and hope that you will allow us the opportunity to prove to you going forward that your business is important to us and that we do value each and every customer. We are committed to making every improvement in resolving any questions or possible concerns more efficiently each and every day to meet your expectations and delivery the very best customer experience. Please do not hesitate to call me directly at [redacted] if you have any additional questions or concerns.

Thank you

Republic Services