Republic Services, Inc.

In August we were not collecting delivery or removal fees on residential accounts.  September 1, 2015 this became a standard charge for all customers.  When we advise there are no additional fees it pertains to their quarterly invoicing, not future fees regarding container...

actions.  All customers are now charged the $35.00 fee and we agreed to split the cost with Ms. [redacted] which is a fair resolution.  There are charges we incur anytime we remove or deliver containers and some of these costs need to be passed on to our customers from time to time.  I think the compromise is reasonable and Mrs. [redacted] will be responsible for the charge. If you have any questions, let me know.

Republic Services Customer Service Supervisor

To whom it may concern,

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         Please be aware Serv# [redacted]as be keyed into Republic Services Info-Pro system for the credit in full of the $168.01 outstanding on this customer's account.  I have called and left Mrs. [redacted] a VM with this update and my personal contact information for any additional questions.   The agent submitted the original credit request on 11.12.15 as Mrs. [redacted] was told, but with an error.  The credit was never put into the system correctly.  We apologize for this and have resolved this error, we have submitted the credit correctly and it will be posted tonight 1.15.16.  We have put in a request to halt all collection activity on her account, and she was never sent to any agency the account is with Republic Service Credit and Collections team.  The customer has my number, but all necessary actions to resolve this matter have been done. 

Please advise if there is anything else required on the BBA complaint # [redacted]

A refund check was mailed out to the customer on 12/11/15.  As of today, 1/11/16, we do not show that it has been cashed.  We are reaching out to the customer to see if it was ever received.

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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,

Kraig has called and Emailed copy of existing customer service agreement. He has also supplied options to the customer to continue service with adjustments or terms of liquidated damages to discontinue service. Customer has not replied with how they would like to proceed with options available. Kraig will call, and if no answer, will E-mail information to customer again today. He has been contacting and responding to actual site that is in question because they are the contact on the account at the location in Sheridan AR.

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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 did not want trash pick up without being charged and I asked Mona several times for information to pay the $80 fee. I am
requesting a written apology from Mona for the wrong information about me not wanting to pay for my trash service and laughing
 at me disability over our phone conversation .

Spoke with Mr. [redacted] about removal fee, CSR's are told to document every call and notate when delivery/removal fees will be applied and that they discussed with customer. Not 100% sure this was communicated properly with customer. We have credited the removal fee which will leave Mr. [redacted] at a...

$0 balance. Mr. [redacted] is aware per our conversation.Thank you, Patty A[redacted]

This account was closed on 5/30 and currently has a “0” balance. The final bill was paid on 10/31 for $119.08 ?

A residential service agreement was signed on October 1st, 2013.  This agreement states in paragraph 4 that if the customer cancels for any other reason than moving outside of Republic Services territory, you will pay Republic Services the lesser of the charges and fees for 6 months of services...

or the time remaining on the agreement.  It also states that there is a $45.00 equipment removal fee.  [redacted] attempted to cancel his service with a postcard that was given to him when he switched his services to a competitor of Republic Services.  Because of fradulant activity in the past Republic Services of [redacted] does not accept this form of cancelation.  The notice of cancelation that was provided [redacted], not by Republic Services, is a notice of cancelation for customers that are under agreement, which [redacted] is, but the cancelation clearly states in the first sentence that the agreement can be canceled without penalty within 3 business days of the agreement being signed.  The first time that Republic Services spoke with [redacted] was December 2nd, 2014 and again we received written cancelation by mail December 6th.

Tell us why here..We do charge a $15.00 per cart delivery and removal fee to cover the cost of labor, gas, etc.  If the carts were there when the customer moved in, they were probably abandoned by the previous owner and we were unable to remove them.  That would have been billed to the...

previous owner.  We will credit the $30.00 for the removal of the two carts since the customer was not aware of these charges.

Mr. [redacted], we sincerely apologize for the inconvenience.  I have entered a request to have the cart removed by end of business day Tuesday April 14th.  I've asked the division to do whatever they can to remove it today if possible.  Please make sure the cart is visible and/or at the...

curb to ensure the driver sees it and is able to remove it.  Unfortunately the smaller, knee high 13 gallon bins are not available.  The smallest cart we have available is 64 gallons, which is the same height as the 96 gallon cart only a small amount narrower.  Based on your feedback it doesn't seem like this would be a viable option for you.

We are willing to terminate the contract as per paragraph titled PAYMENT UPON TERMINATION which give you the opportunity to terminate the agreement by sending a check equal to the most recent months monthly charges multiplied by six months plus and outstanding balances due. As with any customer they have the right to terminate their contract following the termination clause or as you stated in regards to your conversation with [redacted] offered to work with you. I am always willing to work with any of our customers.

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.Could you please re read the complaint. I want this removed from the credit bureaus! I don't care about a credit because This was a fraudulent charge. There fore it should not be charged to my account. All the other agencies or businesses have recognized this and fixed this with the credit bureau. I am obviously not going to pay this charge since I did not set this up. Please let me know when you fix this whole charge. 

Regards,

Please allow the following to serve as our response to  Revdex.com complaint #[redacted]     We received a phone call from the customer ([redacted]) on March 2, 2015. The customer stated that he would like to cancel service.We informed the customer ([redacted]) that he had every right to cancel...

service, however a legally binding agreement existed and he would be required to fulfill the contractual obligation/term which included the needed to send his request in writing.We offered in good faith to address any issue the customer had. No offer was made to credit service or waive cancellation charges/penalties.The customer ([redacted]) has still not submitted a formal and proper cancellation request.Since this episode, the former property owner ([redacted]) has paid all previous charges and cancellation fees.Service has been cancelled. Our equipment has been removed. And restitution has been made.We have no further issue with this client.       Should you have any further questions, please feel free to contact me.   Respectfully submitted,         Daniel G. [redacted]

We discovered the prior residents account was never closed and we continued to service the new resident.  When the error was uncovered and we we opened the new account, we did not open it correctly. We made the corrections on the account and went out and serviced the customer that...

afternoon.

We have reviewed this complaint and after further research we have credited the customers account $3.50, per his request. We have called the customer and informed him of our resolution.

We recieved the request to remove the dishwashers on 6/10/2015. On 6/11/2015 due to driver availabiltity and an hour of service issue we were not able to complete service. We rescheduled it for 6/18/2015 and our driver miss read his route sheet and did not complete the service....

As soon as we were notified of the error a Supervisor went and pick up the dishwashers on 6/19/2015.We will credit [redacted] account one month of free service for the inconvenience.

We are releasing [redacted] from the contract that was signed on 3/11/15 (copy of that contract attached) and no further charges will be due. Her account with Republic Services is closed effective 1/31/16 and no balance is owed on the account. The payment that was made on 2/4/16 covered the invoice dated 10/13/15. She will not receive any further collection activity or invoices from our company.

The removal fees have been credited to the customer as a courtesy.  There may be a small balance owing for the services dates before the closure of the account. Once the adjustment is completed we can give Mr. [redacted] the exact amount owed.  The customer can contact us at...

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