Republic Services, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], the business did not try to contact me and I do not have any messages left by the business about this complaint.  I will wait until for the business to perform this action and call me to follow up.

Regards,

While 6am is better than 4 or 5am, the majority of people are still sleeping at this time. For short periods of time I have noticed the trucks have come at or after 8am, and this time is acceptable.
Thank you.

Good afternoon,
The customer’s concerns were escalated to the General Manager following her mention of a...

lawsuit.  The customer spoke with
myself and the General Manager and indicated she wanted to come into the office to discuss this matter in person on 9/14/16. 
 
The General Manager made a decision to send a truck back at no charge and collect her trash.  He called the customer and left a
detailed message confirming that her trash had been collected, that there was no charge for this service and included his contact
information.
 
We understand that the customer expected her trash to be collected without an additional cost according to this complaint and we
have confirmed service complete earlier today.  Please contact me if there is anything else that we can do to resolve the customer’s concern.
 
Sincerely,
Mona R[redacted]
Customer Service Manager
Republic Services

Hello,
The reason I decided to write about this company is because of the dismissive way my account was canceled. This wasn't about whether I pay my bills or not on time. The customer service rep canceled my account because he believed I hung up the phone on him which wasn't the case. I was at work when he called my cell and have very little reception. This is not the way to resolve this. I was left without a service just because this rep decided he longer had any patience with me. I did not become irate as he claimed.The least they should do is pay for mistreating me. I now had to call other companies and pay upfront to get service but yet they continue to hold my money. 
This is not the way to do business or treat customers.
 

We sincerely apologize for the issues experienced by Mr. [redacted]. We have since emptied his container and issued a one-time credit of $9.95 to address his complaint. He has since contacted our Customer Service Representative to thank her for the credit and follow...

up. 
Thank you,
Monica D[redacted]
Municipal Relationship Manager

We are sorry that the owner of [redacted] feels this way regarding our service.  He contacted our office months ago regarding this matter and we offered several opportunities to try to maintain our business relationship.  He worked with two different members of the sales...

team and the sales manager; all offered solutions to the issue, including lowering the rate.  This account has now been closed upon his request.  I do not know what else we can do to satisfy the customer at this point, as he no longer desires to contract our service.

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.

This is to update you concerning this complaint. The issue seemed to be resolved when Republic offered to reduce rate to an acceptable level---which they did. Republic rep [redacted] also offered 3 free months of trash pickup to make up for the overcharges earlier this year. In actuality we were given just one free month. When Mr. [redacted] was asked about this, his explanation was that he had misspoken about the three months. Meanwhile we had signed a new contract on faith that his promises would be kept. All it would take for me to be happy would to be let out of this new contract---one that was based on a lie. I don't want to do business with a company that both cheats and lies.

Regards,

The invoices do not contain adequate notice as required and the contract also limits the types of increases. The "notice" on the invoice is a generic statement that states "rates may change." Republic has offered no evidence of proper notice and no evidence that suggests the increases were allowed under the contract, which requires the customer's consent to increase the rates unless the rates are directly related to increased costs. Republic only offered a $3000 credit, not $5000.

Mr[redacted] called to sign up for garbage service with Republic Services on 6/3/14, the first correspondence with Mr[redacted] was 11/5/14 when he called to state that his trash was missed this is the note on the account: SCTM RETURN FOR TRASH--This note indicates that Mr[redacted] did call in...

and that we sent out another truck to pickup his trash (this is a general procedure whenever a customer states that they are missed) unfortunately I am unable to address any other issues regarding miss pickups because this is the only miss that was reported. For that reason we do not feel that any credits for miss pickups are justified.I do see where Mr[redacted] went in on line and paid for his service  on 9/20/14 which covered the June 2014  thru Nov 2014,however there was no payment thereafter. Mr[redacted] did not signup for automatic billing he just went in on line and made a one time payment, he would have had to set up bank account information for the payment to be withdrawn from his account each quarter.
A delinquency notice was sent as Mr[redacted] stated  he did receive one, this would have been the intent to lien notice, however per our history on the account 6 collection letters were also sent from August of 2014 to 10/2015. Please note when we mail the intent to lien notices we always send notice to the tenant at the mailing address on the account and to the Owner on file at the Clark County Recorders office as per the lien statue NRS 444.520.
As I stated above we only had one call from Mr[redacted] regarding his garbage service and he  only made two payments on line 9/20/14 and he called in to setup the service 6/3/14 so I am not sure why he stopped paying his bill but we feel that the lien is justified.

Our local Operations Manager responded to this complaint: 
I talked to Ms. [redacted]. Our driver has picked up her yard waste. She confirmed that the pick-up was complete. I told her that we will put her address on the hot list to make sure...

she is service on time weekly. Ms. [redacted] also has my contact info if she should have any problems going forward.

The prior customer was contacted today on 10-13-16, and all his concerns were addressed. We came to an amicable resolution.

I had called Republic Services the first of August to cancel my service prior to my next bill being due. The man on the phone said ok and gave me a date of September 6th as the date my can would be picked up. I thought that was odd given that it was 5 weeks away, but I discontinued using their services the day I called in my cancellation. I had my can out for pick-up on the designated day and then I get an invoice for $143.25 stating that I owed them $ 71.21 for removing THEIR can, and $ 72.04 for a service I had already cancelled. After receiving the invoice I wrote back to the Company explaining the above. Eventually I get a call from their Accounting department telling me she will remove the can removal charge but that I owed them for the Service of August and part of September. I explained to her that this information was NEVER shared with me when I cancelled and had I known that I would have continued to use the service I was paying for. I asked her to check the log of my phone call and to ask the man that I spoke with about this. She, in frustration, agreed to do this (after she asked if I knew who it was), and then put me on hold for 18 minutes. Then, mysteriously the call gets disconnected. Hmmm, interesting! Later, I receive in the mail a threat to be turned over to a collection agency. Seems to be the M.O. of this Company. Shame, shame, shame on Republic Services. I will make sure to let my neighborhood board know about this to see if they will go out for new bids.

Canceled service with this company and this began the onslaught of fraudulent billing. Next I get a letter claiming they are sending to collection agency. I was told on the phone that my account was clear and had a 0 balance. Now I get a collection letter. This is unacceptable.

We have been using them for years and have barely been satisfied with their service. They miss us several times a year and always refuse to get someone out to pick up the next day. They always make us wait until the next pickup. Then we left off a $5.00 fee that we should have paid and I got a call from their collections department from the rudest person I've talked to in years. She basically demanded that we pay the $5.00 and if we didn't then our service would be interrupted. She was confrontational and rude. I can't recommend this business to anyone.

Revdex.com Complaint #[redacted]

On May 27, 2014 [redacted] contacted the customer service department at Republic Services in Phoenix.  She was upset that the rate she was paying for her residential service was not the same price as her neighbors who recently moved in.  In looking at...

her account they started service with us in 2010.  At the time of the phone call I was unable to determine when the HOA joined Republic Services at a negotiated rate.  I explained to [redacted] that I would need to contact our HOA sales rep to determine when the HOA came on board at a lower rate.  I explained to her that it might take a couple of days to get the information due to it being a day after the Memorial Day holiday and I was unsure if the HOA rep would be available.  

I contacted our HOA rep via email and voicemail immediately after the call.  I did not receive any information from her that day.  I again reached out to her on May 28.  [redacted] again contacted our office wanting to know what was going on and why she hadn’t received a call back yet.  I advised the customer service rep to tell [redacted] that I had not gotten information yet on the HOA and that I would call her back as soon as I did.  On May 29th the HOA sales rep advised me the HOA had come on board in 2012 at the negotiated rate.  When we bring on a new HOA the rate is typically much lower.  Customers who already have service with us are not rolled back.  It is the HOAs responsibility to put the information in their newsletter and advise current customers to contact us for the new rate.  I had advised [redacted] of this information on the first day I spoke with her.  She said she doesn’t read the HOA newsletter.  I got with our A/R manager in Tucson to see what we could do with the [redacted]’s account.  It was determined we would roll the rate back to the current rate and issue a credit for the past two years of overpayment.  

I contacted [redacted]’s husband).  [redacted] had asked me to speak with him because she was so irate with us.  I left a message for him on May 30 with no call back.  I left another message on his voicemail on June 2nd.  [redacted] finally contacted me back on June 3rd.  I explained to him what had happened and that I would be rolling the rate back from $55.18 quarterly to $44.25 quarterly effective June 1.  I also advised him I would be issuing a credit for the past 2 years of overpayment.  The credit applied to the account is $268.26.  In speaking with [redacted] he seemed satisfied with my response and resolution.  I am a bit surprised that the [redacted]’s registered a complaint with the Revdex.com.

If you need any further information, feel free to contact me at [redacted].

Republic Services Customer Service Supervisor

All trash that was curbside has been hauled.   Operations will keep a close eye on this stop to ensure consistent pick up. Refund will be provided as requested by the customer.

We are arriving on the scheduled pickup days for this facility. We do need clear access to the containers at all times.  When we have difficulty getting access to the containers we call the location to see if someone can move cars so we can service the containers on site.  We attempt...

to service at our earliest opportunity but we cannot guarantee an exact time for services.  We have consistent issues with the container being blocked. We try to return to clean up site the following day if we have access to the container.  Prior to this complaint customer stated they received a lower pricing for services and wanted to cancel.  We informed the customer that there is an agreement until the end of June, but we will continue to work on resolving any issues they have with services on site.  We have documented their cancellation for the end of the agreement and will be closing the account at the end of June.  As of yesterday we are still working to provide them service in the requested service window they provided.  We will continue to provide services as contracted and try to meet their needs until the end of the agreement this year.  Thank you.[redacted]

We have been in communications with [redacted] was advised of our cancellation policy and what steps needed to be taken to move forward. He agreed and provided the necessary documentation Agreed to:1) Provide proof - he submitted escrow documentation 2) To cancel out of...

the contract without any penalty is 60 day notice. We accepted his first call- on 03/17.3) Advised will be responsable for the next 60 days of invoicing with a closed date of 05/17.4) Gave credits of $125.10 to prorate May's invoice to honor the agreement of the 05/17 date.He has not made payments since then and infact had his payments reversed. He owes two (2) invoices:INV [redacted]      [redacted]         270.21INV [redacted]      [redacted]         145.74Total: $415.95

Hello,I have reveiwed the account and we can waive the fee for the purchase of the cart. I will try to get in touch with the landlord to find where the cart is located so we can have it removed. The account will be credited the charge of $93.21 for the cart purchase. This will...

leave the customer with a credit of $8.02 as reflected on the attached billing (before the cart purchase fee was added) which will be sent out to the customer within 2 to 3 weeks. I have called the customer and left her a message to contact me direct so I can reveiw this with her.

We spoke with [redacted] regarding the ongoing issues she has been having. Our operations management team is aware of the issues and will ensure they are fixed going forward. We are giving a $66 credit due to the issues she has had. She stated she will give us one more chance to correct this.