Republic Services, Inc.

Good afternoon,
The company does off an on-line payment service, however; this service request required the assist[redacted] of a representative over the phone to both accept a pre-payment and schedule the service request.  That would not have been possible to process via the website for this request.
The company made a decision to return and re-service the customer at no additional cost.  We thank the customer for offering to pay for the service but there is no charge for the return service.  
 
Thank you,
 
Mona R[redacted]
Customer Service Manager
Republic Services

The full amount of $35.07 will be refunded to the customer.  There was some confusion as to what area the address was actually located in.  We have closed the account and will issue refund.

The initial sales rep has been terminated from the company.  Over the course of several follow up calls to the customer we offered a substantial adjustment in costs and also communicated that there is a current agreement in place.  The original agreement is still in place for services and...

this was explained initially upon the cancellation request.  Not sure if there was a miscommunication on this point, but the original agreement was provided to customer for their review.  [redacted] stated she will review the new pricing with the owner and return my call with his decision.  I called twice to get an answer on this and apparently a decision still has not been made.  I am awaiting response on whether they would like to move forward with the new costs, finish out the remainder of the service agreement or sever the contract and provide payment for early termination.  We will continue to communicate with customer to reach a resolution on this issue.  Thank you.[redacted]

In addition to submitting his complaint with the Revdex.com the customer submitted a complaint through our company's website.  The complaint was handled by our internal Customer Support team in our [redacted] Customer Resource Center and a credit for the missed pick-ups were issued by the local...

division.  I spoke with the customer this afternoon to ensure that all was well.  He stated that he hadn't had any service issues since the report.  I apologized for the issues that he encountered and I let him know that there were some things that we took away from this winter season that should help aid us when we are ultimately faced with inclement weather again later in this year and early in 2016.  Reiterated to him that if he is to need anything to please contact us again.

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,

Ms. [redacted] did schedule her extra service to be completed on 5/27, however due to the flooding that occurred on 5/26 we were running with delays the remainder of that week.  Operations Supervisor, [redacted] indicates that our team has went to service the location and a TV was tagged and left...

behind.  [redacted] spoke to Ms. [redacted] to advise her that we don't collect TVs as part of the regular bulk service.  This type service is handled through the Household Hazardous Waste service, however due to the inconvenience and length of time it took us to resolve this [redacted] did go ahead and pick up the TV for her that day. He did confirm that everything at her residence had been serviced and Ms. [redacted] was satisfied with the final outcome.We sincerely apologize for the inconvenience and have reversed her credit cart payment of $81.18 today (reference ID [redacted]). She should see the credit applied to her credit card within the processing time of her credit card company. Typically this appears within 3 days.

Contacted [redacted] and apologized for the poor service.  Advised we will monitor this account and ensure that she receives consistent service. Offered one month credit due to failed service and customer agreed to terms.  Offered a call back tomorrow to ensure recycle bin has been...

emptied and any overflow has been removed.

Operations spoke with customer and explained that we were waiting on a call back to have the container removed once it was off loaded. Container was removed on 3/18/16.

I have successfully resolved this issue.  I have spoken to the driver and have sent him back to collect the garbage at this location.  I have also spoken to the customer and let him know that I agree that we should give better service than the description he gave.  I also emailed...

the customer.  I have asked the driver to call me each time the customer doesn’t have the garbage out in the future, and I will immediately call the customer.  Better communication will prevent this from happening again.   Thanks   Richard [redacted]

All credits applicable credits have all ready been applied.  In fact, we gave him an additional $99.94 as customer accommodation.  He recently moved his location and closed one account and reopened at a new account at the new location.  He has been unable to reconcile is two...

invoices after repeated attempts from his Account Manager, Kevin A[redacted].   This included several phone calls and e-mails and a personal visit.  (see attached e-mail showing his credit memos).    
He believes he has paid his balance in full on his old account.   In an effort to clear up his previous balance Kevin A[redacted] issued him $99.94 credit. There currently is no Balance on his old account and his new account is current.
 
His accounts are accurate and up to date at this point.  Kevin will call him today and attempt to resolve his questions again.

I signed up with Midco Waste service (new Brunswick, NJ) several years ago. I believed that Merged with Republic Services, Inc later on. During last two years, the bill kept going up (every bill!) and the price is about twice what I initially signed up with them.

I finally fed up with them and discontinued my service with them before the new billing cycle. However, I paid the bill already, so I had to ask for a full refund. Then they sent me a check 14.24 less than what I paid for. I called them and was told that they charge me for a service fee of $10 to pick up the garbage can. When I asked them what is the 4.24 on top of $10. They told me that it is tax. Wow, a 42.4% tax , what a scam. I guess they should just charge $200 for the pick up a garbage can and 2000% tax on that, since they can say whatever they want! No one told me anything about such a fee.

I spoke with [redacted].  She is an Anthem resident, so she has always had service with us since we are the only trash provider in Anthem.  When she...

transferred service to her new location in February her account was set up as quarterly billing instead of 2X a year.  She paid $18.09 as advised by the CSR.  She then received her normal bill for Feb-Aug.  She contacted us and thought her billing would change to March-Sep since she paid the $18.09.  Making this payment didn’t change her billing cycle.  When she got her invoice for Aug-Feb she thought this was a mistake and ignored it, thinking she was going to get another bill.  Thus the account was set up for service interrupt due to non-payment.  I have issued a credit for the $18.09 she shouldn’t have paid.  I also have waived the service interrupt fee and she is going to pay the remaining balance of $90.45 today (10/13).  She appears to be satisfied at this time.  Let me know if you have any questions.

Customer acct is closed. Customer did not seem aware of that. They are asking the account to be reinstated and services to resume. Per division: This customer has gone in and out of service due to non-payment on the account. The division has reinstated services. This customer has long history...

of missing payments. GM verified payments going forward are to be paid in advance. Customer agreed to this and has been given the GM's direct line for any future issues.

Republic Services was able to service all 3 containers.  Customer has agreed to continue to provide a two day notice as these 3 containers do require a particular truck to service which is scheduled as needed.  Operations will work diligently to ensure timely service when the order is...

put in for service.  Customer Service talked to property manager and asked they call if further assistance is needed.

Review: [redacted]

I am rejecting this response because: The representative is clearly delusional because their response is VERY inaccurate.  As I recall I spoke with a supervisor on 5 January at approximately 5:05 PM, when I called I pressed the button to speak with the on call supervisor for emergencies, when I told him why I was calling he took my information and said he would call me back after he called the drivers to see what happened, when he called me back he said after looking over my contract it was discovered that they will pick up only whats in the the can.  I became Irate and said a few curse words before telling him that I wanted to cancel my account, I was not hearing what he was saying because that was a flat out lie, I told him that there were at least four boxes out there and they took two, there have been many times I had more than what was in the can and they took it.  I called at approximately 9:15 am on 6 Jan and told them I wanted to close my account, the representative did not ask why and I did not give a reason why.  If she had ask I would have told her bluntly why and it would not have been a pretty conversation.  She told me that it would be a $50 fee to pick up the cans but she would waive $25 of it and I would owe about $60.00 on the final bill because they would not pick up the cans until 2 February, I asked her why she said because of the billing cycle.  I told her the cans are sitting on the curb and will be there, they should not wait until February they should be picked up immediately.  I told her that I filed a Revdex.com report and would be sending a amendment of our conversation and she said OK.  Never did I say I had new services and never did she offer me a refund.  These people are clearly liers, decieving the public and not honoring their contract.  At this time I want these can's picked up and if there is according their response a refund then issue it to me, if I owe them anything, then bill me so that I can be done with this company.  Needless to say there will never be a recommendation from me for this organization.  There is only one way to resolve this matter and that is to pick up these cans immediately.

Regards,[redacted]

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,

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.

Thank you, but I would be glad to pay for the 8 days service before I cancelled.

The account that has been disputed was originally set up by one of our Door-to-Door sales representatives. It is understandable that there may have been a misunderstanding in 2012 regarding the service. I will be happy to instruct our collections representative to make the requested change on their credit report.

The customer account has been closed to the customer's satisfaction. A representative spoke with the customer this morning and explained the account was closed and has a zero balance.

We apologize for your frustration and look forward to rectifying this issue.
Attached is your invoice dated 12/15/15. This invoice was pulled from our website, which is the same website you accessed. The invoice shows the $35.00 service interrupt fee that was incurred...

on 11/17/15 because the 9/15/15 invoice was not paid within 60 days of the invoice date. You paid a portion of this invoice on 1/30/16, but not the entire amount listed under the "pay this amount". Another fee was assessed 1/15/16 because this invoice was short paid; which will print on your next invoice date of 3/15/16. The representative you spoke to advised that we could waive the most recent $35.00 fee, but the one from 11/17/15 could not be waived. He was correct in saying this, as we have the ability to waive one service interrupt fee per year as a courtesy. Your last $35.00 fee (assessed 11/21/14) was waived 1/28/15. Please call us in order to pay the one $35.00 fee and we will credit the other $35.00. We can get your account reinstated at that time as well. In reviewing the account further, there does not appear to be any "billing issues". In order to avoid late/service interrupt fees in the future, your invoices need to be paid by the due date listed on the invoice. Again, we look forward to rectifying this issue and continuing to provide you service in the future.