Republic Services, Inc.

They charge an 'extra fee' for leaving your lid open more than inchesEven if you didn't put the trash in there yourselfI explained that I hadn't been told this when I signed up for the serviceCustomer service was not helpful'That's beyond our control'ThanksThat's helpful

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Ms***,I have been home on recent occasions and have noticed that the color of the Republic Services Trucks are Blue; not the Green as reported to you I was home last Monday, the 15th of December, and was able to observe the Republic Services truck driving in our neighborhood; it was a Blue and White truck; not the Green and white truck, with another companies logo (if they did not change the color scheme they did not take off the other companies business logo) as their corp office had told you I guess they will say that it was a one time event For me, their credibilty is shot and other potential customers need to know this as they can make a better informed decision as to do business with this company Perhaps, there are other complaints that may come forwardThat is what the Revdex.com is about. *** Regards,*** * ***

Republic Services is by far the most reprehensible company you could possibly do business with. They have charged me in error on multiple occasions, refused to refund me on occasion (instead issuing account credits which in turn cannot be refunded in the event of account termination), when they do refund me it takes 4-6 weeks, and they charge for the entire quarter even after cancelling services. As if that wasn't enough, they have raised my rates without notice by as much as 50% quarter-to-quarter.

In this day and age of customer service, please do not give your business to a company that so clearly cares nothing for its customers.

[redacted] contacted our office on 06/15/15 with regards to property damage.  Republic Services policy is to immediately investigate all claims and submit information to our insurance company, [redacted].  A supervisor investigated the claim and found that the gate door was hanging as...

a result of rusted hinges; however, there was no sign of impact to the gate.  A report and photos were submitted to our insurance company and the insurance company is working with [redacted].  [redacted] claimed to have proof of driver causing damage; however, to date has refused to provide the proof to either us or the insurance company.The claim is being denied until further proof is provided as the hanging gate appears to be simple age, wear and tear and rusted hinges.The claim adjustor is [redacted] and the Claim number is [redacted].  [redacted] can be emailed at [redacted]

[redacted], please accept my apology for this misunderstanding.  I have researched your complaint and found that a credit of $30.00 was issued to your [redacted] on 04/01/2015, per your request.   I will personally speak with our customer service team to make certain...

that we communicate clearly and effectively to prevent these types of misunderstandings going forward.  Please feel free to reach out to me at [redacted] if you have any other issues.We value you as a customer of Republic Services and will continue to work hard to earn your loyalty.[redacted], Customer Service Supervisor.

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.

Dear Mr. [redacted]
 
Thank you for your time and feedback this afternoon.  As I explained to you, our company goes through a Price Increase every January.  Based on your suggestion, I will make sure that going forward we have additional information on the invoice to alert...

customers of price changes. 
Thanks for your business!

I was billed for services that I did not receive. I stopped their garbage service at the end of January 2016. I was paid up for their services through the end of January. I received a bill for $22.12. No explanation was given why I owed them the billed amount. I called in march and was told the amount would be removed. Yesterday I received a bill saying if it was not paid in ten days they would turn the account over to a collection agency and that they " reserve the right to initiate further legal action and report derogatory credit information to one or more of the major credit reporting bureaus". I am being dunned for money I do not owe! Please help. I called them today and was told they would remove the charge (I think) but I will believe it when I see it.

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.

I spoke with Ms. T[redacted] and Keesha on Monday June 6 and the agreement was a credit...

of $16.50 for unsatisfactory service for May as well as $49.50 for discontinued service with Republic Trash. The email I received was credit for $49.50.  Again this company tells you one thing to apease you, when in reality they do not have customer service.  [redacted]

Saguaro or now Republic Removal does not have a good record of collecting my trash and/or recycling on time. One excuse given to me was that Snowbirds and arrived in town and they had new drivers. At 6:00 they quit. If they miss your trash pick-up too bad.

I just closed my account. Why. because they charge more than the other trash pick-up service in my area of the county, and the cost kept going up. They are very bad about giving a straight answer. When I first considered terminating I was told there was a $35 charge to pick up the containers. When I called today I was informed that not only was there the $35 fee but also an environmental and gas fee. SURPRISE. When I asked for the total cost I was told it would be about $50. I didn't want to be surprised again so I asked for the exact amount. Becky told me it would be $47.50. Since I don't trust this company I asked to speak to a supervisor. Brenda, the supervisor, told me It would cost $42.09. I am also supposed to get a refund of $88.27 in 4 to 6 weeks. Do I really expect I will get it. NOT.

July 25,2016 I signed a computer form to cancel the service I had with Republic Services and was informed that the 2 waste cans I used would be removed. The cans were not removed until the end of the second week of August. Yesterday, 10-03-2016, I received a notice and bill in the mail, with an invoice date of 7-15-16, that I would be turned over to a collection agency and a derogatory credit report sent to one or more of the major credit bureaus for an unpaid bill that I had never received "despite several previous written notices to you" was stated. The bill was for the 2 waste cans removed and only found this out when I phoned the company. I used this service and the one before them for over 50 years, with bills paid on time. The person I talked to agreed with that.

Customer has been serviced as of July 9, 2015.  Supervisor visited site to verify and spoke with the customer on the phone same day and she was satisfied.  Manager also called today and left message stating if she had any further concerns to contact me directly.[redacted]

Ms. [redacted],
 
As I stated on the phone, let me start by apologizing that you were not transferred to a supervisor. If one was not available you should have been transferred to a voice mail and then received a return call.
 
You have been a valuable customer for many years and I want you to know that I appreciate your business.
 
My understanding is your concern about your rate. Our costs in this industry (as with all industries) continue to rise. This includes maintaining the landfills and general business costs. However, we do strive to provide you with affordable service that is manageable for you and we are always willing to work with our customers.
 
Here is a quick overview of your base rate prior to the adjustment made on 02/16/16. These were the charges for every three months of service.
6/01/15  0/00/00  $78.00
6/01/14  5/31/15  $72.13
6/01/13  5/31/14 $64.69
3/01/12  5/31/13 $60.46
3/01/11  2/29/12  $55.98
6/01/10  2/28/11  $53.01
2/01/08  5/31/10 $50.10
6/01/07 11/30/08 $47.82
9/01/04  5/31/07 $43.47
5/07/03  8/31/04 $42.00
 
In addition to the base rate is the fluctuating fuel and the environmental charges which are a percentage of the base rate. These percentage have also changed over the years.
 
By changing from a quarterly invoice (where you would have the fees on 4 invoices) to an annual invoice (where you will have these fees only once) will be a saving for you.
 
While I cannot go backwards to make adjustments, I do appreciate you taking the time to express your concerns. Your feedback is very valuable. Please accept a credit for 3 months of service on your latest invoice in the amount of $36.00. I will request this amount be refunded to you.
 
Thank you,

It was very nice of Republic to issue us a years credit, and I do appreciate it....

 However, we are part time residents and were never notified there was a mandatory trash ordinance in Clark County. I can see an ordinance like this being mandatory for full time residents but not part timers like myself who do not need the service and have to pay for something we will never use.The way Republic should have handled this situation would be to first notify the customers who did not have service of the mandatory service with a letter.  Then going forward start billing them.  To back bill a customer $427.86 for services never rendered is unlawful.  
I will not be happy with this unfair situation until the whole amount is refunded.  This Clark County ordinance needs to be revised for part time residents who don't need trash service.
Republic is a monopoly in Las Vegas.  Sad situation.

Complaint ID: [redacted] response to Mr. [redacted] complaint, trash service hadbeen missed several times in February.  These misses were a direct resultof the weather (snow/ice) in Mr. [redacted] area, only one miss was a result ofthe private lane being blocked by a pickup truck.  Driver...

reported that hewas attempting to back down the private lane when a pickup was coming up thelane, blocking his access to Mr. [redacted] drive.  Mr. [redacted] did callin on Friday 3/13 to report another miss and was told that we will have adriver there on Monday.  The supervisor was notified that the customer hadcalled in and was able to divert a delivery driver to this address instead ofwaiting until Monday when the normal driver would be back in the area, which iswhy Mr. [redacted] was serviced prior to Monday.    Resolution:Since the misses were a result of weather and beyond our control,credit normally isn’t given since we will collect all the trash that thecustomer has, which we did.  In this circumstance we will credit Mr.[redacted] account $22.42 for his inconvenience.  Going forward, ouroperations department has made the determination, due to a safety hazard ofbacking out onto a highway, not to service this private lane.  Allcustomers who are serviced on this private lane will need to bring the trash tothe highway in order to be serviced.

On 2-27-15 [redacted], Sales Supervisor and [redacted], Territory Rep met with [redacted] of Tortoise and Hare at his business to review his account receivable situation. At time the account was past due over 60 days and there had been several conversations with the customer regarding...

the past due balance. AR Information:12-23-14 - [redacted] (republic services) spoke [redacted] in regards to the AR issue. [redacted] said she would get with the owner to have him call back.12-23-14 - [redacted] call a 2nd time and spoke with [redacted] who stated that the owner would call back on 12-24-14. [redacted] promised that the owner would call [redacted] and pay us on 12-24-14 1-13-15 - [redacted] called [redacted] to again ask about payment since no payment had been received since the 12-23-14 call.1-21-15 - [redacted] called and was told that the bill was paid. A check did arrive on on 1-21-15. The check that was sent did not clear all outstanding balances.1-27-15 - [redacted] left multiple message regarding payment and left a message that we could not service without payment.2-13-15 - [redacted] left final message since he had not received a return call.2-20-14 - [redacted] spoke with [redacted] and he said that he paid - [redacted] stated the [redacted] was very rude and would not provide amount paid.2-21-15 - Received partial payment.3-6-15 - [redacted] left message for owner regarding payment.3-12-15 - [redacted] (Lead Collection republic services) spoke with owner regarding payment. The said the he would pay when and if he felt like it. She let him know that the past payments were partial payments. The owner said that he will quit account. [redacted] let the owner know that we would like to keep his business. 3-25-15 - [redacted] called and provide a reference number of the payment made. Republic Services had stopped service until payment received. We let [redacted] know that as soon as the check cleared we will start service. During the meeting with [redacted], [redacted] and [redacted] informed him of the AR concern and offered to work with him on this issue. [redacted] stated that he would not be

This refuse collecting company is incompetent, unreliable and unresponsive to customer complaints.
Just in the past week, Company failed to pick up trash on designated days. When called, they told me they would schedule a special pick up of trash for the following day. This did NOT happen and Company failed once again to pick up trash. When I asked to speak to the Supervisor, I was connected to a voice mail.
Repeated calls to Company over past 6 months did NOT result in improved service. Company tole me they would reimburse me for missed pick ups. This did NOT happen.

We had a yearly contract with Republic Services in [redacted]. We did not plan to renew our contract, but they automatically renewed our contract without our consent. They said they had a copy of the contract showing that it would automatically renew , but we did not have a copy of that contract.
When we tried to cancel the contract, they refused to pick up the container and said that they would continue to bill us for a minimum amount and would not pick the container up for two more months. As of today they still have not picked up the container.

Our Operations Manager has contacted the customer and we have taken all appropriate steps to ensure this will not happen again.  We have also discussed the issue with the driver and made them fully aware of the details. We have adjusted the account for the lack of service, and we...

look forward to continuing our partnership with  Mr. [redacted].