Republic Services, Inc.

How is it that you completely omit the fact that your employees tore my trash bag open and threw its contents out on the lawn and then left!!! If you wanted to be professional about the whole ordeal then you wold have called me the day when the trash was to be picked up to simply let me know you were unable to pick up that type pf trash! But you didn't call to let me know anything, instead apparently you allowed your employees to do whatever they please like a bunch of pigs! And this morning yet again I found my trash bag to be torn open whenever I was informed by a supervisor THAT YOUR ARE STRICTLY NOT ALLOWED TO DO THAT! And to your complaint about construction debris. Really? I've seen you time and time pick up the same stuff from surrounding neighbors, old wooden doors, large pieces of rolled up carpet, and large bags full of who knows what. Did your employees tear their bags open to check the contents?  No they didnt they simply picked up their trash and went on their way. I should have informed the police the day your employees decided to rip open my trash because then you would never repeat the same mistake again.
 
You're employees are not to EVER RIP ANYONES TRASH OPEN! Would it be ok if I would go to their homes and do the same? And then throw the trash contents out across the lawn?
 
Ive never dealt with a more unprofessional business, that changes their rules whenever they please to suit themselves. What your employees did was illegal. No excuses.

Since the customer’s rebuttal included different information than the original issue, I called to verify that we understood each other. I reiterated that he was “grandfathered” in to the unlimited bags program and while that is not an option for new customers, he was still able to use that program as an existing customer. I also restated that he had the option to change service levels and pricing at any time, but had not called to do so.  He then informed me that, some time ago, he had placed extra bags out and we did not pick them up. I asked if he had called to let us know, so we could have rectified the issue by sending the truck back. His response was “no”. I apologized for our error and explained that we could not correct an issue we were not informed of. At that time, the customer ended the call. It seems the customer was originally trying to lower his rate. When he called in as a “new customer” and inquired about unlimited bag service pricing, he was correctly informed that we no longer offer that service to new customers. I believe he assumed that we discontinued that service for existing customers as well, and therefore felt we over charged him. He was still able to use that service and if there was problem with extra bags being missed, we could have sent a truck back for pick up, if we had known. I cannot refund the customer for 3 years of unlimited service, since his service level did not change and he was able to place out as many bags as he needed during that time. However, I will credit $5 for the partial miss of extra bags. The refund will be processed in 8-10 business days.

I only received a...

voicemail message stating the company is still in the process of closing out the account and right now a refund status is unknown. The message stated once all accounts for the subdivision is closed, then the company would go through accounts to determine refunds. I was not giving an extension of service or even a time frame of if and a refund would be given. Calling back, the representatives just take your information and tell you someone in management's will call you back. I checked my online account online and it shows my account is closed but still showing a new bill amount which should be a refund because service ended last month and I paid for 3 months of service.

We apologize for the issues.  Our Billing Department has issued the appropriate credit which will "zero out" the balance.  The cart will be removed on Monday, November 7th, 2016.  The collection agency has been notified to seize contact (could take up to 3...

business days).

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.Ms. [redacted],I have been home on recent occasions and have noticed that the color of the Republic Services Trucks are Blue; not the Green as reported to you.  I was home last Monday, the 15th of December, and was able to observe the Republic Services truck driving in our neighborhood; it was a Blue and White truck; not  the Green and white truck, with another companies logo (if they did not change the color scheme they did not take off the other companies business logo) as their corp office had told you.   I guess they will say that it was a one time event.  For me, their credibilty is shot and other potential customers need to know this as they can make a better informed decision as to do business with this company.  Perhaps, there are other complaints that may come forward. That is what the Revdex.com is about. [redacted] Regards,[redacted]

Called number listed and left a voice message for Joan to return my call regarding her complaint.  Account has been back closed and I am forcing the invoice today to have final invoice for [redacted]omorrow.

Republic Services places the highest value on each of

our customers, and we take their concerns very seriously as we look to

consistently provide the highest level of service.  This customer’s

service day for trash collection is on a schedule for every other Friday. 

In the month of...

November, trash was collected for this customer on the 6th and the 20th.  November 27th, therefore,

represents a Friday during their ‘off-week,’ when trash is not collected. 

In reviewing this complaint, we have found the following; it was triggered by

the customer’s perception that their trash should have been picked up on

Friday, November 27th.  At the time they placed the phone call

on Monday, November 30th, our Customer Service Representative should

have clearly reviewed and communicated these details surrounding their

scheduled service days.  In that conversation, our representative should

have communicated to the customer that they were picked up as scheduled on

November 20th  (Friday of the

week prior) and that their next scheduled day of trash service would be on

Friday, December 4th.  Had this communication been clear at the

time of this phone call, we feel it would have resolved our customer’s

concerns.  It is our opinion that the communication to our customer was not satisfactory,

due to the customer calling back 2 days later on Wednesday, December 2nd,

 and again stating that the trash had not been collected.  During

this second phone call, we missed a second opportunity to review dates of past

and future trash collection dates with our customer.  It appears, instead,

that we failed to properly review the account or set correct expectations for

when we would be delivering service.  We understand how frustrating this

situation must have been for this valued customer.  We failed to set

proper expectations and communicate clearly.  Once expectations were set

that we would be there to pick up the trash, we should have followed through

regardless of whether it was their scheduled service day or not.  We have attempted to contact the customer by phone and have left messages with

the direct line to the customer service manager in the hopes to discuss the situation

in further detail. We have extended our sincerest apologies for not

communicating properly, and for not following through on some expectations that

were set.  As a goodwill gesture, we have applied a credit for two free

months of service in the hopes to reflect how important we take our commitment

to our customers.  - Republic Services, Western Oregon

I have been getting service at this address for over 10 years without this being an issue. I understand in winter storms with an unplowed road that there may be a safety issue, however, there is no reason the truck shouldn't be able to navigate the road when it is plowed when virtually every other vehicle has no issue. 
I am not walking my garbage carts 1/4 mile in winter months in order to get picked up.  I will be cancelling my service if that is the case.

I had a really bad experience with a local representative. Not going to go into it but it made me pretty frustrated. I requested a regional manager contact info from someone else to just let them know what was going on. The manager actually called me back and had his whole office group there listening as I explained what happened. They listened, went over the top to make it up to me and promised to find out and solve the issue so no one else would have my experience.

Any and every company will have issue's but for once I felt this company or the local region in fort wayne did a really good job.

This company continually issues large price increases (15-25%) without reason. When contacted, they issue explanations such as annual increases or fuel costs (while fuel costs have decreased considerably during the past couple of years). Then once you cancel service, they want to charge you a prorated rate when they haven't provided any service. I would find another service.

Republic Services is by far the most reprehensible company you could possibly do business with. They have charged me in error on multiple occasions, refused to refund me on occasion (instead issuing account credits which in turn cannot be refunded in the event of account termination), when they do refund me it takes 4-6 weeks, and they charge for the entire quarter even after cancelling services. As if that wasn't enough, they have raised my rates without notice by as much as 50% quarter-to-quarter.

In this day and age of customer service, please do not give your business to a company that so clearly cares nothing for its customers.

I contacted the customer in order to resolve this situation, the call has not been returned. I sent a driver Monday to service our customer, the problem is the customer has to household waste carts and not a household waste and recycle cart. I am having a recycle cart delivered and one of the household waste carts removed to avoid confusion on our part in the future. I will also credit the customer for the amount he feels is reasonable for the inconvience. Since I am not able to reach this customer by phone my supervisor and I will visit the customers residence to deliver a new recycle schedule and to make sure he is serviced properly. thank you,

On 11/15/14 [redacted] was given a credit of $18.00 that was due for rate reduction and $75.00 that was double billed.  On 1/9/15 a $35.00 service interruption fee was waived from his account.  All of the over charges were billing errors keyed by Republic Services of [redacted] and the errors has been corrected.  Going forward the only invoice that [redacted] will receive is the one that is due for the upcoming quarter of service.

Spoke with the customer on 3/23 and 3/24.  We did not receive a cancellation letter from a competitor, which is an uncommon business practice, to cancel the account.  We did decide, after speaking with the customer, that it would be best to remove the cans from the customer...

and close the account. On 3/24, we followed up with the customer to let him know that the cans were removed.

Diane,I am writing to you concerning ID#[redacted].This account has been cancelled and has a 0.00 balance. Icalled and spoke with Sondra to let her know. Sondra was satisfied with theresolution. Please let me know if you need anything further for thiscomplaint....

Sincerely,[redacted]

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.

We have filed a previous complaint ID: [redacted] dated 04/28/2015the company un truthfully responded. We have canceled the service with the Republic services after we received irresponsible services and increase their prices. Since the first complaint we have agreed that the trash truck will come every Monday morning around 6:30 am to pick the trash, Due to the nature of our business ( Day Care Center) Last Monday the truck came around 4:30 pm (our security Camera will support our claim). The parking a lot was busy with the parents cars and the driver refused to pick our trash. The container became mountain of trash bags. We have tried to contact the company to come and pick up the trash and provide the service we will pay for it they refused. the issue involve the health issue to our children in addition to the business reputation. ask the company to be responsible and fulfill their contract

Regards,

I spoke with Mr. [redacted] on 06/16/15. I apologized that his concern was not addressed when he contacted us today.I stated that I can understand his being in a hurry while at work and then waiting to receive a statement from us before contacting us. I advised him I would remove the charges and bring...

his balance to zero. We spoke briefly about the tone of the letter he had received. Mr. [redacted] was satisfied with the actions taken to resolve his concern.

[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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

2-17-2016...

Not accepting Republic Services Rationale for not removing the 6 bags of leaves and not refunding me monetarily for the unfinished work of the removal of bags. I, Rodney M[redacted] will not honor the irrational reason that Republic Services gave as it relates to refunding my 91.00 for services not rendered. I complained for the past 3 weeks about my 6 bags of leaves not being picked up by an incompetent employee over a 2 week period and there was nothing done to rectify the problem. Republic services tried to get more money from me rather than remove the maximum 3 bags of leaves X 2 week equaling 6 bags and to this date, they have still not removed these bags of leaves. They need to compensate me by refunding me $5.00 per bag times 6 totaling an additional $30, that they did not pick up as I have documented. The bags of leaves are still on the grassy strip outside of my house as proof they refused to remove the six bags of leaves. I will continue to expose Republic Services and its subsidiary garbage companies via social media and via the news media to cause a greater financial impact that the 6 bags of leaves they refused to remove from my lawn.   Rodney M[redacted]

The original two phone calls I had been informed of the $60.00 for three months.  Asked regarding fuel/additional fees and was informed that the $60.00 + $15.00 for the container was "including everything".  You are correct in the fact that you do not have the original calls, plural, nor the desk conversation to access.  Your own response admit a lie in the data given!  I also made it very clear that I wanted a three month service.  You had no right, none, to assume a prorate of services!  They were not explained nor wAs I informed of them, not even on my original receipt.  Fraud again!  My original complaint stated you were not to contact me.  Harassment!  The service is paid IN FULL, until 06/30/2016.  The container WILL BE PICKED UP BY THAT DATE.  If not your company can and will be charged storage fees, as permitted by Michigan law.  Also, if charged less per month than initially informed, $15.00; then how is a single month plus non-informed fees of $14.85 equal $89.00 and change.  Your bogus math is wrong!  Your company commits fraudulent charges and generates bills, literally 2 days after initial start of service.  This proves "intent to defraud".  I do not do business with company's that have zero moral fiber, nor do I appreciate be lied to!  When I went to pay the balance, your people couldn't even make eye contact!  Replublic should be ashamed of the fraud they commit!
As for any further comments, keep them to yourselves!  You've lied enough.  ANY FURTHER ATTEMPT TO CONTACT ME REGARDING THIS MATTER WILL RESULT IN LAWFUL ACTIONS FOR YOUR PROVEN FRAUD; NOT JUST MINE, BUT OTHERS I'VE UNCOVERED SINCE, AND HARASSMENT.
 
I requested a three month service.  Was told three times it would be $75.00 with container.  Was lied to.  I have the phone calls, voicemails, and invoices to prove it!