Republic Services, Inc.

[redacted] account at [redacted] for non payment.  He does not have  current account with Republic Services.  No service would have been provided since 1/31/14.  Please see attached screen shot from our billing portal showing the account closure...

and address reference. 
Thank you
 
Molly M[redacted]
Controller

This customer spoke to someone in the call center this morning and was told that a payment was needed first for a Bulk pick up. I have reached out to the Operations Supervisor to...

ensure that this will be completed on the customers service day 5/26/16. I did leave a message for the customer with my phone number to confirm that we will be there on 5/26/16, I also left my phone number if the customer had any additional questions or concerns.

Dear [redacted],
Thank you for submitting your concern. Our records show you contacted the local office and spoke with a representative on 9/28/2016 and the charge was waived as you requested. In addition she submitted a request so that you would receive paper bills as well. I have asked...

her to send out the yearly calendar of billing cycles and due dates for any future invoices as well for your reference. Our system will automatically access a late fee for payments received after the due date but we absolutely understand that due to the circumstances you referenced, this is a one time situation and we feel confident that moving forward together we can avoid these charges. We do appreciate your business and please don't hesitate to contact us directly if for any reason if you have questions or need additional assistance.  
Thank you
 
Jenny F[redacted]
Customer Service Manager
Republic Services

This was investigated by our Operations Manager himself.  The truck used on this route was green and white.  Our Operations Manager found nothing on the basketball hoop or on the truck to indicat this damage was caused by our driver.  Our driver reported to us and we in turn reported to the customer that this basketball hoop was already hit and laying in the street when our driver arrived to service the trash.  We were not responsible for this damage.

Called customer and apologized for service issues, and assured him I had cleared all charges from his account.

Called customer today 7/15/15 at 3:40pm got voice mail left message with my contact information for customer to return the call.   I will try to reach customer again.  The account is currently closed and no balance due.

I called and spoke with Ms. [redacted]. As she was at work, I asked for an email address and we continued to correspond this way. I apologized to her that she was not transferred to a supervisor when she requested one. She should have been advised one was not available and then given an...

opportunity to leave a voice mail for a return call. I let her know she had been a valuable customer for many years and I appreciated her business. I advised I would not speak as to what another company does or how they determine their costs. I explained that when she first signed up for services at the rate available at that time. Over the next 13 years her rate was adjusted 5 times. I explained our costs in this industry (as with all industries) continue to rise. This includes maintaining the landfills and general business costs. We do strive to provide our customers with affordable service that is manageable for them and we are always willing to work with our customers. I advised Ms. [redacted] that while I could not go back in time to make adjustments, I did appreciate her taking the time to share her concerns. Her feedback is valuable. I have issued a credit on her account for 3 months of free service at her new agreed upon rate and will have the credit refunded to her as soon as possible.

The customer has been contacted and informed of the courtesy $60 credit in service interruption fees, and a credit card refund has been processed.

The response provide is inaccurate and invalid.  Dr. B[redacted] is a 15% owner of our organization and all contracts and executive decisions are to be reviewed and approved via our CEO, Bridget B[redacted], and owner, Ben B[redacted], only after thorough review by our legal staff and other supporting staff to include the accounting department.  Dr. B[redacted] has been advised to no longer participate in  communications with Republic Services since they are not following our mandated protocol.   Dr. B[redacted] has not accepted or communicated with Republic Services since the proposal was submitted.  
Republic Service payments are paid via our management organization, Smile Systems, where the payments are signed by Dr. Ben B[redacted] and only Dr. B[redacted].  Republic Services has been advised of this and refuses to adhere to our protocol even with their response.  
We demand that our services be canceled immediately and the waste receptacles be removed from the premises.  With the organizations inability to provide any existing contractual obligations to our business entity or to Dr. B[redacted] we must assume that there are no contractual obligations and see no reason why Republic Service to not cancel our services as requested for the last 3 months.  We are attempting to resolve this matter with the minimal exposure at this time and would appreciate due consideration in our request to cancel our service and sever any and all contracts.  You all are more than welcome to assist Dr. B[redacted] with his other business that are not related to our dental organization and have our organization removed from the liability of billing.
Please cancel both services that are attached to this request as soon as possible.

On Nov 17 2012 Mrs.[redacted] contacted the customer service department and advised us she wanted to have yard waste added to her acct.  She was advised at that time she would be charged 15.00 a quarter for this service.  Effective that billing cycle she was charged 15.00 a quarter.  We...

have no idea she was not interested in continuing with service or not using it until she called in to the customer service department inquirying why she was paying for this service. She stated she was having her son take it to his home to dispose of. We send a bill quarterly to this customer it is her responsibility to review her bill and make payment on time.  This Acct goes off and on service interruption.  Ms [redacted] demanded we return 4 years worth of yard waste service she did not use.  The supervisor checked with the driver to confirm if he had been picking up yard waste at this home he stated he did not.  I offered to give customer the last quarter of yard waste back to her acct.  This was done as a good will gesture and was not required.  We here at Republic do not know if a customer is using all their services but upon notification they can cancel at any time. Our records indicate she requested a service which was her option to use.  The [redacted] county market is open and therefore she was not bound by a contract to remain a customer of Republic Services.  She had the choice to shop other haulers if not satisfied with our service.

Good Morning [redacted]! The local CSM has addressed the billing errors that [redacted] is referencing. Please see the email below. Everything should be clear after overnight processing tonight. Please let me know if there is anything else we need to do. [redacted]Corporate Customer Experience Specialist [redacted]

I had the opportunity to speak with [redacted] by phone 01/06/14. The coversation gave much more insight into the issues at hand and [redacted] perspective of our service over the past few months. In an effort to provide a suitable resolution to this matter we will refund to [redacted] the September and October amounts paid along with returning the deposit associated with this account. In addition to these steps we will also credit the Novemebr and December invoices which will render no amount due for this account. During our call I also provided more details as to the conditions and safety concerns surrounding the dumpster services we were providing- one of the main factors being our transition to front-load dumpsters and service vehicles from the previous rear-load dumpster service.I also provided [redacted] with my contact information and offered to address any concerns she may have at this point or anytime in the future.

Operations will keep a close eye on this stop to assure service is done in a timely manner and on schedule. All of customer's trash has been hauled and up to date. We've reminded our valued customer that service could be delayed during the winter months due to unsafe road conditions for the...

drivers\crew and communities safety. A judgment call may be necessary to delay the service to keep all safe and out of harm’s way. Because our valued customer is part of a municipality, not directly billed, and all services they are charged for has been rendered we feel normal charging for the disposal of trash is reasonable at this point. We strive for excellent customer service and will ensure timely service is sustained.

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.
Republic is providing the Revdex.com an outright fabrication and false statement by claiming trash has been picked up and is up to date. As the attached photos dated today provide evidence that our entire street has not been picked up in nearly two weeks. Republic told me each time I call that the trash is being picked up "the next day" which never occurs so I am not surprised they provided a falsified statement to the Revdex.com. Republic picked up only twice in a month for which we paid to have collection once per week. I understand inclement weather may delay a pickup....this was never in contention. However, both times this occurred in the last month we were told it would be picked up the next day which never occurred. I believe we are due a prorated bill as Republic has only provided two pickups to us, not 4, in a month's time and as shown, is providing false information to the Revdex.com as no home on our street has had a trash pickup in nearly two weeks. Thank you.

Regards,[redacted]

We had major snow events in both February and March which caused us major delays in getting customers picked up during that time frame. We have credited the account amnd our operations department has notified the customer.

We will credit the customers account $5.05 for a one time courtesy.

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,

[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,

[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,

Dear Ms[redacted]Thanks for submitting your concern regarding your bill.  In regards to your inquiry of the fees and taxes the $24.99 are fees that Republic charges to every customer as explained on our website http://www.republicservices.com/customer-support/fee-disclosures. ...

 The rest of the taxes are mandated by Ramsey County and the state of Minnesota.  Please let me know if you need further clarification.