Republic Services, Inc.

Customer was contacted regarding the above complaint.  Customer stated satisfaction with recent service.  No further action at this time.  Advised customer of phone numbers to contact in the event of any further issues.

We reduced the rate back to the agreed upon number and added credits to the account to remove the disputed...

price increase balance. The sales rep Levonzia sent a recap email to the customer with specific dollar amounts on 9/15, and asked for a return confirmation of receipt and acceptance.  We tried to follow up with the customer today 9/16 but was informed she would not be back in the office until 9/19.

The customers information was not handled properly through a new process.  The cart was replaced today and will contact the...

customer to offer apologies.

Customer has been issued the refund.  We will check to see if cleared the bank.  Apologize for any inconvenience.

We have contacted the customer and discussed the service complaint, the location has been placed on a hot stop sheet and the customer spoke to the route supervisor and a customer service supervisor.

We

attempted to reach the customer and a voicemail was left and explained that the

situation was reviewed with internal resources and addressed with a high level

of severity in regards to call handling. We were unable to reach the customer;

however, I contacted the customer and left a voicemail...

apologizing for the manner

in which his call was handled when he contacted Republic Services the message

on the voicemail also stated Republic Services issued a $50 customer relation

credit, and to contact me on my direct line as soon as possible.

Thank you,

Republic Services Customer Service Supervisor

Customer has been serviced as of July 9, 2015.  Supervisor visited site to verify and spoke with the customer on the phone same day and she was satisfied.  Manager also called today and left message stating if she had any further concerns to contact me directly.[redacted]

Credit and Collections Specialist, Jennifer G[redacted] is working personally with Ms. [redacted] with the research of this payment. The $35 has been removed from the account; and the customer has their services resumed. Any further communication is being done with Jennifer and Ms. [redacted] Thank you.

I took over a running business and the previous owner discontinued the trash service and I ordered the start of service that very day on August 5th. It took me several phone calls to get all the order in properly. Each time I had to wait over 20 minutes to talk to an agent. However, I have received no trash service whatsoever and it's September 7th today. They removed the trash can and it's been over a month and I still have not got a trash can. I did however receive a bill for 3 months service and when I asked them why I have to pay for services that I did not receive I was told I just have to because I transferred ownership of the business and I haven't reported that a trash can was not there. I told them every time I called them. There is no other choice of trash provider in Plano for businesses. It's clear they know they are a monopoly and act it.

Horrible service. They continuously place the dumpster in the middle of our driveway. We have complained about this numerous times and it does no good. Customer service is nice, and friendly. The driver's are out of control. If you don't mind driving through your yard to get in your driveway, this is the company for you.

I have been forced to stay as a customer with this awful company, Republic services of contra Costa county - sanitation/garbage removal, due to their monopoly and solo contract with city of walnut creek.

In 7 months, there have been numerous problems, from missing their ecommitments (multiple times) to deliver new trash cans in the beginning to missing trash pickup service randomly. It appears its left even upto the drivers to decide which trash can to pick or leave and these people abuse it to max!!

So frustrated with them missing pickups and not being able to do anything as their customer service does not respond to take any actions and since it's the only "choice" we have, we are stuck!!

City of walnut creek needs to re-evaluate their contract and hire a consumer focus company which respects its customers!

This company, a refuse collection company, has repeatedly, 4 times in several years not picked up our garbage. This is their job, we get varied excuses for non performance. Under BFI they would deduct the weeks payment. Republic Services not only doesn't offer to reduce the bill for non performance they then wish to charge more for excess garbage the following week. You pay and move before the 3 month pay period is up and they keep your money for non performance. We have no choice in providers. A truly shoddy business in many respects.

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.The company has not addressed the additional rolloff charges or provided a proposed action.  We agree with the response and the timeline with a few exceptions that we have addressed below.We were in touch with the company sales person as well as the billing department about credits to be issued for rolloff pickups that were missed.  No mention about pricing occurred.  On July 7, 2014 we received a voicemail from the sales person.  She stated that the credits discussed were approved and that we also needed to talk about pricing.  We attached a copy of this first voicemail.On July 22, 2014 the invoice dated July 20, 2014 was received.  This invoice was paid on August 5, 2014.  We have attached this invoice and check statement.On July 24, 2014 we received a faxed price quote with the new charges.  I called the sales person and said that I would not agree to the charges and wanted to get other quotes.  She said that we were not under contract and would be able to get quotes.   We would have the opportunity to find another contractor if necessary to get consistent fees for the remainder of 2014.  We received 6 fair price quotes from other companies in the beginning of August.  We were paid through August 31, 2014 so would need to make a decision soon.On or around August 20, 2014 we contacted our sales person and said that we were ending the rolloff service but would still continue the 4 yard container to at least give some business to Republic.  After this time additional rolloff charges have been added to the September and October Invoices.As a proposed action, I would suggest to have these rolloff charges removed and the account closed out.     

Regards,[redacted]

The attached correspondence was drafted by the Sales Representative who is assigned to this account.

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. The correct amount owed is $993.34, this amount was given to me by document from Republic Services.  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,

The business unit will close out account and credit any outstanding invoices.  The customer [redacted] has an active agreement with Republic Services and has tried several times prior to break the existing contract.  Container was removed in error and when tried to return was...

turned away due to space at the property.  due to error Republic Services will remove charges and current contract and clean the accounts balance.  [redacted] is free of any contactual obligations as of 12/1/14 and past balances.  [redacted]

As a courtesy the $25.00 removal fee was removed.

[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]  We did discuss and she called me back as indicated, leaving me a voice mail on 2/3 at 4:11pm.  I called her back on her cell phone at 5:44pm to call me back to discuss the resolution.  As of 2/4 9:57am I've not had a call back yet (but she did indicate in her voice mail that she is off 2/4 and 2/5).

Regards,

[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,