Republic Services, Inc.

This area’s service schedule is being moved to the second load for the driver.  This will put him on site to service the dumpster between 8:00 and 8:30 going forward. Thank you.

Mr. P[redacted] had already contacted Republic Services and chose to close his account on 6.16.16. Per Mr. P[redacted]'s request we have credited a $50 container fee, scheduled container removal and refunded the amount due after back dating his service to June 1, 2016. This meets all of Mr. P[redacted]'s...

requests. Republic Services strives to meet all of our customer's needs and will be available to provide future services if Mr. P[redacted] so chooses.

[redacted]

Better...

Business Bureau:

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,

This account is under a valid contract, and we are holding them to this CSA. Kraig has contacted this customer multiple times and has tried to resolve issues. We have provided options and worked with requested changes to contract.

Thank you for contacting Republic Services,
 
Account [redacted] was given credit in June 2016 
INV  [redacted]       ...

5/16/16                         43.32                                    6/23/16      C/M      43.32-There is know balance due on this account. I will call our third party and let them know.
 
If you should have any more questions please feel free to call [redacted].
 
Thank you,
 
Republic Services of Ohio

I received this on Monday 9/19/2016. I immediately called the customer and left her a very detailed voice mail. I have not gotten a phone call back. However, I totally understand her frustration. The invoice should have reflected only the amount owed after it was deducted from the deposit, plus...

or minus. I would be very happy to make sure that this is taken care of if the customer would call me back.

We have reviewed this case and found out that this customer was on service interruption, when the overpayment took place on 8/30/16. Customer was interrupted for missing a payment for...

inv # [redacted] (June, July and August - due date 6/15/16). We requested a refund for the difference right away, however in a mean time a new invoice happened to be created (inv # [redacted] for October, November and December - due date 10/15/16.) Our system automatically applied payment to said invoice. On 9/20/16 customer was advised of the situation and offered a free month and two bulk coupons (value of $100.00) for the inconvenience caused. Customer was irate and rejected our offer demanding the entire refund right away in spite of the fact that this would leave the new invoice unpaid and a subject to late fees. Since this customer was on service interruption 27 times since 2009, we realized that this trend would most likely continue and decided to part ways with the client.  Customer will be refunded for October, November and December - the amount of $88.94. This refund will be processed on October 12th, 2016 and we will make sure it is sent to customer right away.

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 response received is only a list of visits, calls, and communication regarding payments. We held back on payments while we tried in any way we could do terminate our contract. Mr. [redacted] has offered to "help" us lower our rates, which I don't understand why proactively they weren't just lowered anyway. Republic has 3 contracts with 3 businesses that share 2 trash cans. Each contract has specified service and number of receptacles we should have and scheduled pickup days. This allows Republic to charge 3 accounts inordinate rates, and pickup as though serving only one account. Since they are concerned only with receiving payments to the unjustifiable rates, we have been slow to pay them as we again are looking for outlets like this one to help us rid ourselves of them. Immediate termination of the account is the solution we propose, as all three business that share service have been gouged long enough.  Thank you for your assistance.

Regards,

I called [redacted] and [redacted] and left a voicemail advising them that they may leave their carts at Williams Rd during the winter moths. There are safety issues presented when the driver goes up the hill when icy and not plowed or sanded. I also left my direct contact line if they should have any...

further issues.

We have talked with the customer and issued a credit for 1-year of service and discussed our franchise agreement and the requirements of the solid waste ordinance for mandatory solid waste services.

We arrived at the customer location and found no debris. contact efforts were not successful. We have discussed the issue with the route personnel. One note that needs to be communicated to the customer, is that we are not allowed on private property without the owner's position. However, the crew...

has been instructed that the debris that may be from their collection efforts needs to be recovered.

Because of the nature of our business we incur our expenses daily therefor invoice all of our permanent work; Commercial, residential and industrial in advance. The invoices do go out with a due date Giving the customer 20 days to pay, as well as there is a 10 day grace period...

beyond that before any late fees apply. I have issued a credit for the late fee that was generated on the 10/15/16 invoice.

[redacted], I'm sorry for the loss of your husband and sincerely apologize for the embarrassment experienced as a result of our service failure.  We take pride in providing quality service and have definitely failed you.  Your heavy trash day was listed as the 3rd...

Monday of each month and your mattress should have been hauled as scheduled that day.  Regarding your cancellation request, our policy (documented on the back of the invoice) states we do not pro rate invoices, however our customer service representatives have the authority to make exceptions when necessary to satisfy the customer. I apologize you did not experience this.  At the time of cancellation, the representative should have communicated the removal fee associated with removing the container.  A credit has been applied to your account for the removal fee and all associated fees/taxes, clearing out the current charges on the March 20 invoice.   As a goodwill gesture, for the embarrassment and inconvenience you suffered at such a difficult time in your life, I've also credited your account for the 18 days of service in February.  Tonight, once the credits are applied, your account will be at zero balance with nothing else due.  Again, I'm sorry for the level customer of service you experienced and can assure you this is not our standard.  I hope you will reconsider and remain a customer of Republic Services. Thank you, [redacted]

I had a discussion with [redacted] in reference to the account.  There is a current service agreement in place.  [redacted] spoke with a competitor to sign up for services and competitor convinced [redacted] that they would cancel his services for him.  We never received notification from the little league or a 3rd party.  We also only allow our services to be cancelled by our own customers.  We cannot provide customer information or allow a stranger or 3rd party to cancel an account.  This is common for many companies to only allow customers to shut down their own account.  Having someone who is not associated with that company or account is rarely accepted for cancellation requests even when they arrive.  When I discussed this with [redacted] I explained the situation.  I also mentioned that we will allow the little league to break the contract without penalty.  I had asked that only $379.45 be paid out of the current balance of $803.24.  This was for service charges that we billed for before being notified of any cancellation.  To break a contract normally there are cancellation fees.  We have waived our right to those damages.  We have also stopped invoicing the account despite having an agreement in place.  [redacted] stated he would review with the board and call me back once he had done so.  I have yet to hear back from [redacted] on this, but apparently he had additional communication with the Revdex.com. I have left another message to review the resolution with [redacted] in hopes that I will receive a return phone call.   We are still eager to resolve the issue fairly.Thank you.[redacted]Sales 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,

As a company we worked to meet the needs of this customer.  According to the service agreement the customer agrees to provide clear access to the containers at all times.  This customer could not provide that and was only allowing a small window of service each pickup day.  We unfortunately could not meet that small window of opportunity.  We did our best to service the account and abide by what we agreed to.  The customer has decided that they were not willing to provide access outside that window.  Even though there is a valid service agreement in place we have allowed the customer to seek services elsewhere.  The account has been closed and we provided an early release from their service agreement.  Thank you.  [redacted]Sales Manager

The customer's account was credited the $40.00 per our discussion.  The credit was processed on 7/8/15.  It was stated to the customer that we could not cut a check for the amount but credit the account.  The customer refused the first resolution then on 7/1/15 accepted the...

resolution of $40.00 to be credited to her account.  Nothing further will be credited.

Republic Services does not require contracts for residential services.  Delivery and removal fees are charged to all customers.  This cost is charged to refurbish the container after customer usage. All containers when removed are power washed and wheels and lid are...

replaced with new equipment. These fees are assessed by all residential customers.  The charge is $25.00 per container.  Mr. [redacted] was originally charged $50.00 for the removal of his recycle bin and trash container.  That fee has since been cut in half and we are now requesting a payment of $25.00.

I called the prior customer and left him a voice message with amicable resolution. He was also provided my direct number for a call back should he have any other questions, and or...

concerns.

I have not been able to reach them yet. I could not understand the message they left...

me, it was not audible.