Republic Services, Inc.

[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,

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.

The said customer began service with us on July 30, 2015. At that time we were experiencing severe storms daily since the middle of July. Certain areas in Pasco County were flooded and county officials requested waste haulers to stop service for these areas. On August 6, 2015...

Pasco County issued a state of emergency.  On July 30, 2015 the customer contacted our office to report that his trash has not yet been picked-up. During that call the customer service representative advised the customer of the Pasco County road closures and we would return the route on July 31, 2015 to retrieve the trash as long as we could access the street safely.  On August 10, 2015 the route supervisor went to the customer’s house to retrieve the garbage. The route supervisor reported back to me that he had picked-up eight to ten bags which were saturated with rain water; however the two cans were left down because they were too heavy to lift due to being filled with rain water. I called the customer and made him aware of the situation and he agreed to lighten up the cans if I would have the contents picked up the following day. I agreed to return a truck the next day to retrieve the rest of the trash. At that time I made suggestions of how he can avoid his cans from filling up with rain water. The route supervisor returned on August 11, 2015 and was unable to pick-up the heavy cans again. He reported back to me stating, “I am at [redacted] it is 7:08 a.m., the trash cans have not been made lighter there is a new bag out I am taking that with me and leaving the rest down; it is the same as it was yesterday. I called the customer back leaving a voice message making him aware that the cans are still too heavy and to please contact our office to advise us that he has lightened the garbage cans for service.

We have spoken with Mrs. [redacted] Our operations department has created an Outlook calendar reminder for dispatch, the operations manager and the route supervisor to follow up with her service for the next 10 weeks. We confirmed with her that her service is 1 time per week on Friday, not...

Tuesdays. She is satisfied with our response and plan.

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

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.

Saguaro or now Republic Removal does not have a good record of collecting my trash and/or recycling on time. One excuse given to me was that Snowbirds and arrived in town and they had new drivers. At 6:00 they quit. If they miss your trash pick-up too bad.

I just closed my account. Why. because they charge more than the other trash pick-up service in my area of the county, and the cost kept going up. They are very bad about giving a straight answer. When I first considered terminating I was told there was a $35 charge to pick up the containers. When I called today I was informed that not only was there the $35 fee but also an environmental and gas fee. SURPRISE. When I asked for the total cost I was told it would be about $50. I didn't want to be surprised again so I asked for the exact amount. Becky told me it would be $47.50. Since I don't trust this company I asked to speak to a supervisor. Brenda, the supervisor, told me It would cost $42.09. I am also supposed to get a refund of $88.27 in 4 to 6 weeks. Do I really expect I will get it. NOT.

The worst service. Completely incompetent. If the city of plano didn't force me to use them I wouldn't.

They constantly raise prices and "environmental recovery" fees. Their rates are almost double what their competitor's rates are and when I canceled my service they charged me $50 for "container removal" and another $14.77 "Environmental Recovery" fee to pick up their trash can!

Dear [redacted],I have researched your account to see what transpired and to confirm if there was anything that required our attention on your account.  The account that was referenced has always been under [redacted] however we did pull up the payment in question that was made for...

$80.92 and the payment references your name.  We also asked that the 3rd party company that Republic Services use to deliver/remove containers confirm if the container was removed from this property since our system still shows 1 can on site.  If the can was on site then it would delay the refund process.  However, the company confirmed that they did not see a container on site that belonged to Republic Services.  Based on those 2 findings we have processed the refund for $80.92 today which means it will generate on Thursday 9/18/14 and mail on 9/19/14.  We are having to do a manual refund since the name on account will be different then the name on refund check.  The check will be made payable to you.  You should have the refund as earliest as this weekend or as late as mid next week.  If you have not received the refund by Wednesday 9/24/14 please give me a call at [redacted] or you can reach me via email at [redacted] so I can research it.  Thank you for your patience and I apologize for any frustration that this matter has caused you.    Sincerely,[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 for the time. My recycling was once again not picked up yesterday and another call has been placed to the supervisor on this route. 

Regards,

Customer was contacted back (spoke with Mrs [redacted], who was aware of situation) and reassured that the balance will be zero and customer will receive no other correspondences other than a confirmation of resolution  from manager ([redacted] ). We apologized for the confusion and...

the letters and welcomed the customer back if she decided to give us another try .

I have reviewed the resposnse and I would like to have the balanced brought to $0. We have been trying to contact the sales person [redacted] for months and he has not returned our call. If it was up to us the cans would have been removed on 1/1/15. Not will to pay for service after that date. We were will to keep the service if they worked with the price. They did not return  our calls forced to move with cheaper company.  

Regards,

Credits for unused service are pending and are scheduled to be posted by end of the month. Once posted, the refund will then be processed by accounts payable. Refund will be for service for the month of May, as customer was only paid through the end of May. June 15 on the original invoice was the...

payment due date.

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.

Regards,

[redacted] I WOULD LIKE FOR THIS COMPANY TO SHOW ME HOW YOU CAN INFLATE A BILL OVER THAT SHORT AMOUNT OF TIME AND CHARGE ALL THESE OTHER FEES I PAID THIS BILL ONLY BECAUSE MY CREDIT IS IN GOOD STANDING, AMD I WOULD LIKE TO KEEP IT THAT WAY. I IN KNOW WAY NEGELECTED THIS BILL ON PURPOSE,I  WOULD LIKE TO KNOW WHAT OTHER FEES ARE BIENG ADDED TO THIS BILL

A credit for the Service Interruprtion fee of $35 was issued to the customer's account as was a credit of $100 for the non-scheduled pick-up that was scheduled.  There was confusion on a payment that had been applied to the wrong invoice and was reversed off and then applied to the correct...

invoice.  I attempted to contact the customer by phone and was only able to leave a message.  I sent a detailed e-mailed to the customer explaining what I had done.

We had a route supervisor conduct a site visit to ensure this customer was taken care of. He spoke to her and it was confirmed that this was resolved awhile back and all containers were removed. I also did a follow up call and spoke to the cusotmer husband at 12:20pm today on 09/25/15 and he...

confirmed all was resolved on 9/17/15. He had me double check his account to see if there was a balance and we show the account at a zero balance. I apologized about the inconvience and he said everything worked out in the end.

[redacted]...

[redacted]

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,

Route Supervisor has spoken with the customer and assured him that services would be provided as scheduled.

The first call from customer was received on 7/14 at 8:53 am stating bags were opened. Informed customer that we need to check trash to make sure we are not picking up excluded items per the contract with the municipality which includes construction debris, hazardous materials, automotive or...

machines parts,etc. Banned items for pickup per the State of Pennsylvania are televisions, computers, or any computer peripherals. So drivers check bags if they are heavy to make sure we are complying with state laws and our contract with the municipality. Driver was sent back by the supervisor on 7/14 for recovery but didn't take the trash as it was construction debris (ceiling tile). Customer called in again on 7/15 at 4:16 pm stating trash was still sitting and supervisor said it would be picked up. Note entered in system for supervisor and again response was construction debris.  On 7/18/16 at 8:20 am, customer called in stating the trash was still sitting and advised CSR that it was only wallpaper in bags even though we informed customer it was  reported as construction debris, tiles. A miss was entered for recovery and driver was sent to pickup. Photos were taken of ceiling tile (construction debris) in bags which are excluded items from our municipal contract. There were boxes of machine or automotive parts set out as well which are excluded items per our municipal contract. Customer called in on 7/19 at 8:36 am asking why trash was not picked up. CSR informed the customer that the bags contained construction debris and there were boxes of machine or automotive parts which are excluded items per our contract. Customer needs to remove the constructions debris from the bags for us to pick them up on the next service day. The machine / automotive parts we cannot pickup.