Republic Services, Inc.

A credit has been issued to the account in the amount of $27.62 to clear the balance remaining on the account. Our apologies for the miscommunication regarding the cart fees.

[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,

With regards to this specific complaint.

In order to better serve our valued customers we changed several customer’s...

service days in August. Unfortunately this stop did not get properly recorded and we did not pick up the trash the first week on schedule. Once the customer notified us of the issue we did pick up the trash immediately.

The customer then must have expressed a desire to cancel service, which has to go through customer service. We recently received that request and have scheduled to remove her toter on09/16/2014.

We have over 30,000 customers and we value them all very much.

I personally apologize for the mistake and I will use this information to help improve the way we service our customers.

Thank you very much for the feedback. 

Additional information:

I spoke to the customer on the telephone and she was very reasonable and understanding of our mistake.

We picked up her toter on 9/13/14.

I also thanked her for her feedback.

 

Sincerely,

 

[redacted]  |  Operations Manager  |[redacted],[redacted]

InfoPro Advocate

I have attached the Customer service notes

from the [redacted] Account. Please take a look at the notes. We serviced

the location as a commercial account until the...

request to change to residential

service was quoted as per the notes. All due credits have been posted to the

account.

If the customer would like to resume service I would offer to

waive the delivery fee and 1 quarter of service at no charge.

Please let me know if you need any further

information.

Thank you

[redacted]Republic Services of Western Indiana

We contacted [redacted] and attempted to negotiate the removals fees associated with our costs as a company to send a truck out to collect the containers. [redacted] very politely refused to pay any amount for the removal service. We apologized for his inconvenience of these charges and...

that we would provide him with a courtesy credit for the $66.94 invoiced to him for the removals of the containers.

[redacted], please accept my apology for this misunderstanding.  I have researched your complaint and found that a credit of $30.00 was issued to your [redacted] on 04/01/2015, per your request.   I will personally speak with our customer service team to make certain...

that we communicate clearly and effectively to prevent these types of misunderstandings going forward.  Please feel free to reach out to me at [redacted] if you have any other issues.We value you as a customer of Republic Services and will continue to work hard to earn your loyalty.[redacted], Customer Service Supervisor.

I called and spoke to [redacted] today on 7/17/2015 at 1:44pm. We discussed the account in detail and she was informed I'd work to get her account corrected and the containers removed. I was able to have the charges reversed, because we should be able to still retrieve our containers. She was...

called back again today at 2:44pm, but I had to leave a message informing her of the charge reversal, and that I reached out to her prior landlord to get removal set up etc. I also apologized to her for the inconvenience and I left her my direct contact number to call me back should she have any further questions.

Customer Service Manager called customer twice and got a voice message both times but went ahead and left a message that  a credit of $18.47 for two weeks of recycle service will be posted to their account for any inconvenience Republic Services may have caused.

Our Operations Manager, [redacted] has spoken with this Brockton resident as a follow up to his complaint.  The resident stated that he hired someone to clean up the yard waste that was missed.  Unfortunately, he does not have any receipts for this expense.  Greg confirmed with...

him that he has had no recent issues and pick ups have been on schedule.

[redacted] will follow up again with customer this week for resolution of this issues

It was very nice of Republic to issue us a years credit, and I do appreciate it....

 However, we are part time residents and were never notified there was a mandatory trash ordinance in Clark County. I can see an ordinance like this being mandatory for full time residents but not part timers like myself who do not need the service and have to pay for something we will never use.The way Republic should have handled this situation would be to first notify the customers who did not have service of the mandatory service with a letter.  Then going forward start billing them.  To back bill a customer $427.86 for services never rendered is unlawful.  
I will not be happy with this unfair situation until the whole amount is refunded.  This Clark County ordinance needs to be revised for part time residents who don't need trash service.
Republic is a monopoly in Las Vegas.  Sad situation.

We will credit the charges and stop collection efforts.

Customer was contacted, full refund issued.  Customer satisfied with resolution.

I have never had a trash company bill me just to pick up their own container after I cancelled their service. they started billing me before they even picked it up. unbelievable!!!

Dear Mr. [redacted],Thank you for notifying Republic Services with your concerns.When you called to cancel the service the removal for the carts was entered,that work order stays opened until the carts are removed. Once the carts areremoved the work order is closed and then...

the cart removal bills. In your casewhat happened was you received your final bill without that charge due to theremoval time of the carts. Mr. [redacted] as a courtesy to you we would be more thanhappy to waive this fee.  Thank you,[redacted]Customer Service Manager

This customer was notified by mail that we would be ending hermonthly commercial service effective December 1st. This cancellationwas the best way to alleviate the hazardous situation for our collectionvehicles. The container is serviced on the customer’s property but there is...

notadequate approach or egress avenues for this to be done safely. Our conversionfrom rear-load to front-load service has only exacerbated this safety hazardwith the use of larger collection vehicles.   As far as the customer raising the issue of missed service- inany type of inclement weather conditions we are unable to service thiscontainer. Again this is a once a month service and all records I have reviewedand my conversations with the Operations Staff indicate the container has beenserviced monthly- however there may have been some delays/day changes  dueto weather in which we make attempt to contact our rural customers to notifythem.    [redacted] account was closed as of November 30th,so there will be no invoice for December and there is a $90 deposit that shecan expect to be returned or if she would prefer the November amount due can bededucted and the remaining balance returned. I have made several attempts to contact [redacted] withoutsuccess. The phone number indicated on the account does not have a voice mailset up either.   This is a basic over view of the issues [redacted] has raised. I have made an effort to address each in the best waypossible. I will provide any additional information needed and if through thisprocess we obtain a better contact phone number I will speak to [redacted]directly to discuss this matter.

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,[redacted]

We are entering a manual credit for the $50.10 to take the account to a zero balance.  We will contact the customer to explain.  Between the card declining and unsuccesfful attempts to do a reversal, a debit memo was created that should have been credited off.

We will credit the removal fee and this business will not receive anymore past due notices.

According to our records, Marge [redacted] account [redacted] had service with us at [redacted] from October 10, 2012 to January 1, 2013. The first invoice was mailed on 10/20/12, and subsequent late notices mailed on 12/6/12 and 1/1/13. Final invoice after...

account was closed was mailed on 1/10/13. Account was sent to 3rd party collections on 4/15/13 for a balance of $71.40. Attached are the invoices from the account and an account statement showing the charges sent to collections.

Good Afternoon - I called and spoke to Mrs. [redacted] and apologized for the difficulty she had in securing the recycling bins and service. I also apologized for the way one of my CSR handled the call. The recycling bins will be delivered to the community office this Saturday by Supervisor Fred...

Glass. (This is done at the request of the community board members) - Mrs. [redacted] will be able to pick the bins up from there. I have given Mrs. [redacted] my direct contact information if she has any issues in the future. Mrs. [redacted] thanked me for calling and stated this could have all been avoided if someone would have called her and explained what was going on.   
Thank you,

Charlie B[redacted]
Business Unit Customer Service Supervisor