Republic Services, Inc.

spoke to [redacted] to inform him the check would be sent out on 4/20/16.  He should receive it on or about 4/27

Please accept our apology for the miscommunication from our customer service representatives and the delay in getting this resolved.  Your servicing division has agreed to waive the prior write off amount and your account has been set up today.  Your account number is...

[redacted].  Your service days are Monday and Thursday so you can expect your trash to be serviced as normal starting Monday May 16th.

Dear Ms[redacted],
Thanks for your feedback.  I have entered a credit on your account for the removal fee.
 
Please let us know if you need further assistance.
 
Sincerely,
Republic Services

We will credit the balance off per Felton Division Manager; She was not billed for March and it was not written off so there is no way it will affect her customers credit score.
She can disregard letter.

[redacted]

I received a bill from Republic Services and they have removed me from collections.  This bill will be paid before 9/1/16.  I appreciate Minerva and her excellent customer service.

Regards,

The credit has been processed to the customers account.  They will receive a refund in the mail in 7-10...

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.My complaint is about a past breach of contract and is based on facts which [redacted] did not discuss in her response. While she is correct that (following my instructions from over 30 days ago) she has discontinued our service, that fact is irrelevant here. My decision to discontinue service is naturally parallel to my efforts to recover [redacted]/Republic's overcharges and notify other consumers of [redacted]/Republic's dishonest practices.My contract with [redacted]/Republic provides two mechanisms by which my invoice may change: (1) The Schedule of Charges is to reflect any changes (up or down) in the Consumer Price Index, and (2) Contractor may increase the unit price of collection service in an amount equal to increases in disposal costs. Please refer to the contract as presented to me by [redacted]/Republic ([redacted] and my transcription of the relevant sections ([redacted]. Mechanism (1) is described in the TERM section while mechanism (2) is under SANITARY LANDFILL COST INCREASES.Now here is a summary of the actual increases to our invoice over the past four years, as offered to me by [redacted] in an email dated 3 Nov 2014. The third column is from my records of what we have actually paid to [redacted]/Republic.Rate:          Effective Date:     Actual invoice:$178.70      10/01/14             $251.88$154.08      12/01/13             $218.89$136.35      2/01/13               $189.94$118.00      3/1/12                 $161.74$105.00      4/1/11                 $133.62Let's deal with mechanism (1) first. The CPI has risen by about 1%/year over the past four years. ([redacted].) This obviously does not explain either the 19%/year increase in the Rate column or the 23%/year increase in the actual invoice. (Over the entire period that I use, Sept 2010 - Nov 2014, the invoice growth rate is actually 24.7%/year.)Now mechanism (2). When I asked [redacted] to explain the increase in my invoice, she wrote (in the same email): "The reason that the overall cost has been significant is due to the fact that the fuel and environmental fees is a percentage based off of your basic rates causing you to see the total cost increased at a higher margin." When I pointed out that fuel prices have been flat over the past four years and asked her to show me information about the "environmental fees," she referred me to [redacted] for diesel prices. The EIA data shows that diesel prices have risen by roughly 25% since Sept 2010. Because the fuel price is only a fraction on the invoice, the change in my invoice due to a 25% rise in fuel cost can only be a fraction of 25%. And yet my invoice has increased by 137%. Diesel prices therefore cannot be the explanation. And [redacted] made no further mention of environmental fees in response to my question. So I have seen no evidence that the exorbitant increases in our invoice are due to disposal costs, as [redacted] claimed. In fact, I believe her claim is simply false.This was later confirmed, when [redacted] offered me a new contract at a total invoice of $62.21. (See [redacted]) If our bill rose from $106 to $250 due to disposal costs, then those costs are at least $251-$106 = $145. So how could [redacted]/Republic possibly offer to continue my service for $62? They have effectively admitted that the increases in our invoices were not due to costs and therefore were not contractual.So my conclusion is that neither the increases in our "Rate" as reckoned by [redacted]/Republic, nor in my total invoice, are allowed by the contract.Therefore I believe my organization has been overcharged, from Sept 2010 to now, by [redacted]/Republic. I am seeking to recover the amount of this overcharge. I calculate that amount by starting with $106, which we agreed to pay, and increasing this by the prior-year CPI as time goes forward. I consider this to be the contractual price of their service over the past four years. I then subtract this from the amount we actually paid, and discount our payments at 5%/year for the time-value of the overcharge. This discounted difference, which I believe to be a fair accounting of our overpayment, comes to $3582.57. This number means [redacted] keeps roughly $110/month for their service over the past four years, a price which was already too high by about $50/month, based on [redacted]'s latest quote as well as three other quotes we have obtained. I believe this would be a fair resolution. For my records and calculations, please refer to RepublicServicesOverpayments.xls.Finally, I believe these deceptive practices, where unsuspecting customers are gouged without their knowledge and left with no way to recover their money, is an acknowledged part of the business of [redacted]/Republic. They have been sued for this in the past [redacted]), and the CEO of [redacted] remarked publicly, "One of the things that did help us, frankly, was the price of the - fuel price increases that allowed us to go to the customer and really begin to accelerate pricing in a meaningful way. I would say that the companies all used that as [their cover] to really begin the process of getting pricing moving," ([redacted]). This business practice of theirs is abusive and has personally cost me a large amount of time. Therefore I would seek an additional penalty of $1500 for my wasted time. And at a minimum, I hope that the Revdex.com will consider removing the accreditation that appears on the homepage of Republic Services.

Regards,[redacted]

[redacted] spoke to a customer service representative to cancel hisservice 9/5/14 effective 9/30/14. At that time the customer agreed to paya reduced charge for container removal and refurbishing of $10.00. Theinvoice was generated 10/15 and withdrawn from [redacted]’s account 11/4/14.[redacted] set up his automatic payment account and supplied his credit card information.The account was activated December 2012. The customer is responsible for closing his online bill payaccounts. This was not done by [redacted], causing the cart refubishing fee to be automaticallydrafted from his account. A credit has been processed in the overpayment of $7.51 and will be refunded in the form of a check.

December 19, 2014Revdex.comComplaint ID# [redacted]To whom it may concern,A call was received from [redacted] on Monday 12/17/14 and Tuesday12/18/14 regarding a missed pickup. [redacted] was a former...

customer with [redacted] which we purchased throughan acquisition on February 28, 2014. Aswith any acquisition changes are expected. On November 20, 2014 former [redacted] customers were notified viaa letter regarding upcoming changes to their service. We again notifiedcustomers on December 1,2014, via postcard of their new service day. [redacted] acknowledged that she received communication, however is unwillingto place the trash cart at the end of the driveway. Do to the nature of our new equipment, we no longer have the ability toperform driveway service. Our equipmentis no longer a rearload truck, which the customer was accustomed to, rather atruck with an automated sidearm. As far as a call back from a Supervisor, none was requested. [redacted],Operations Supervisor, receiveda voicemail left by [redacted] demanding her trash be serviced at her home until theend of the year, if there were any questions to call her. No return call wasrequested. This voicemail has been saved in an archivedfile. Resolution, trash will be serviced as long as it is at roadside. If customerstill refuses to use trash cartat the end of the drive, we will change the cancellation date to 12/17/14 andrefund the overpayment. A copy of the service change letter along with our call log from 12/17/14 and12/18/14 has been attached.If the customer wishes to have the cancellation date changed and refund sent pleaselet us know. Thank you,[redacted]Customer Service Supervisor

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] Hello Revdex.comYes they approached us with lower monthly charges $459.03 vs $726.07 - with difference of $267.04.  Right now we are paying to another company with exactly same service $245- per month.  My question is why did they keep  increasing price upto 325%. I have paid from 2006 to 2015 $43,048.09 In my opinion I would feel that they should refund the excess amount charged to us to close the case. [redacted]

Based on the on-scene investigation done, it was determined the line was lower than required by code. Wires sag over time or due to weather conditions. The type of truck used to service the location does not have equipment that extends above the truck, so the only way the truck could make contact with the wire is if it was low. The on-scene investigator reported that the tenant in the residence affected told him she saw the line snagged on the truck.
If the driver would have snagged the wires while dumping a container, Republic would have taken responsibility. In this case, the line owner, [redacted], is responsible for their line maintenance.
CCMSI does not have a recording of conversations with Mr. [redacted] and are not required to do so by law. Therefore we cannot comment on whether the CCMSI representative, Nancy D[redacted], was rude or not. The CCMSI file reflects the tenant told Nancy D[redacted] that she saw the line snagged on the truck, not any equipment extending from the truck. There was no recording of this conversation, so we cannot verify the allegation by Mr. [redacted].
CCMSI had contact with Mr. [redacted] in January 2016. He advised he no longer wished to communicate with CCMSI and that [redacted] and his insurance company took care of his damages. CCMSI terminated contact with Mr. [redacted].

Crediting the account for the balance of $134.08. The account has been closed. Leaving message for customer with the resolution.

Poor customer service. Tried calling number and it goes straight to operator then says no body is available for call and hangs up. I work for a large company that uses this service, and when one account is delinquent they stop service on all locations. Very poor customer service in my mind. Main problem is they have a monopoly in town so there is no other company to use.

This service was forced upon me by my city. The company knows that they are in contract and do not have to work for your business therefor they are rude and very unprofessional! My cans always left overturned and in the road every week! I also do not receive an email saying that my statement is ready to be paid until after my service has been disconnected. Even with my service disconnected I am forced to pay for a service I am not using. They will not pick up my garbage but continue to charge me as if they are. This has to be illegal!

We have confirmed that there is no rental cart at this location and will be removing the charge from the customer's account, we will call the customer to advise of our findings and let them know about the removal of the charges.

VanderHaar Auto service will have their services canceled. Robert M. Commerical sales will call to schedule a pick up and close the account. The agreement clearly states the cancel letter must be sent certified, 60 days prior to the renewal effective date. This is to ensure it, the letter, was...

sent and received. Customer failed to do so, but Republic Services will cancel the agreement and remove receptacle .

We

sincerely apologize for failing to pick up the trash on the scheduled pickup

day and subsequently failing to return when notified by Mr. [redacted]. The trash

has been removed from Mr. [redacted]’s residence on 12/14/15 and we have implemented

steps to ensure these issues get taken care of in a...

timelier manner in the

future.

Issue was addressed with the operations supervisor. We are holding driver accountable for missed pickups. This should not be an issue going forward.

The customer has been contacted and informed that the disputed amount was credited to his account on 01/27/16.  A balance of $4.99 remained on his account.  This was credited today, 02/05/16 as a good will courtesy.  The customer was satisfied with the outcome.  ...

Thank you.

[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.  The fees have been waived as of this time, my bill has been paid. Thank you.

Regards,