Republic Services, Inc.

I called Republic service about missed recycling collection for the second time, I called and was told to leave the recycling can out, they will send someone out to collect it, this is the second time they have failed to collect it and find it hard to believe there is no accountability for their inconnvience of my service,

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.

December 19, 2014Revdex.comComplaint ID# [redacted]To whom it may concern,A call was received from [redacted] on Monday 12/17/14 and Tuesday12/18/14 regarding a missed pickup. [redacted]
[redacted] was a former...

customer with [redacted] [redacted] which we purchased throughan acquisition on February 28, 2014. Aswith any acquisition changes are expected. On November 20, 2014 former [redacted] [redacted] customers were notified viaa letter regarding upcoming changes to their service. We again notifiedcustomers on December 1,2014, via postcard of their new service day. [redacted] acknowledged that she received communication, however is unwillingto place the trash cart at the end of the driveway. Do to the nature of our new equipment, we no longer have the ability toperform driveway service. Our equipmentis no longer a rearload truck, which the customer was accustomed to, rather atruck with an automated sidearm. As far as a call back from a Supervisor, none was requested. [redacted],Operations Supervisor, receiveda voicemail left by [redacted] demanding her trash be serviced at her home until theend of the year, if there were any questions to call her. No return call wasrequested. This voicemail has been saved in an archivedfile. Resolution, trash will be serviced as long as it is at roadside. If customerstill refuses to use trash cartat the end of the drive, we will change the cancellation date to 12/17/14 andrefund the overpayment. A copy of the service change letter along with our call log from 12/17/14 and12/18/14 has been attached.If the customer wishes to have the cancellation date changed and refund sent pleaselet us know. Thank you,[redacted]Customer Service Supervisor

Republic services is currently investigating this complaint,and will be reaching out to Mr. [redacted] shortly. Unfortunately with the lack of information provided (i.e. accountnumber, service address, collection notice ID) The investigation is taking abit longer than normal. We will continue to...

investigate and depending on our findingswe will offer Mr. [redacted]  a resolution tohis complaint. We will follow up with the Revdex.com within the next 24 hours andupdate on Republic Services findings.        Jenna McCurdy   Customer Service Manager   832 Langsdale Ave Indianapolis, IN 46202 e [email protected] o 317-283-7138    f  317-917-7314   w republicservices.com

Operations Supervisor called and spoke with customer.  He explained customer service had not relayed a message to him to make contact.  It appears there was an error in his routing which supervisor will correct.  We will track the calls to try and determine where the ball was...

dropped in having a message put into the supervisor and coach the agents involved.

Attached is the list of events regarding Mr. [redacted]s complainant.  Republic Services made several attemptson many occasions to work with the complainant, but with no results.

Mr. [redacted] met with the local GM, [redacted],  and reached a mutually agreeable resolution moving forward.  Mr. [redacted] did communicate the safety issues they have in accessing the private road he lives on.   If we are not able to service before 5-5:30 there is too much...

traffic to safely access the area.  Mr. [redacted] communicated that the neighborhood was willing to leave the first gate open on Tuesdays so that the driver can access the area.  Operations Supervisor provided Mr [redacted] his card and asked Mr [redacted] to contact him with any other issues or concerns.

Spoke to [redacted] and her problem was that she had never received  a Recycle cart that our subcontractor Teddy A[redacted] had promised to deliver. We had [redacted] go out and deliver a new cart and she was...

satisfied with the quick response. [redacted] has the Supervisor's direct number in the event that she encounter any more service issues.

Mr[redacted] I am sorry you are dissatisfied with our response to your complaint. You did state that your service is good now and after listening to your call between you and the agent I understand that he did explain that you only called in once to state your trash was not serviced and we came back out later that same day to pickup your trash. In the future please make sure to put your trash out at the curb no later than 5:00 a.m. because the trucks run early, and if you have any service issues in the future please call in on that same day to our Customer Service department 702-735-5151 and we will make sure your service is completed.
In regards to the lien that was placed on your property for non-payment you were stating that you did not receive the notice. Unfortunately that would be an issue with your mail because we have not changed your mailing address and we keep track of any returned mail and there is no return mail on your account. You would have received several invoices including the lien notice.
We will credit $11.06 for 1 week of missed pickup. We do appreciate your business.

Mr. [redacted],
Thank you for contacting us in regards to the delay in receiving your refund. We have contacted our cash and refund department and asked that they expedite your request. We have also asked that we are given an expected delivery date of the check to you and will work diligently...

to ensure you do not have to wait for several more weeks. I cannot apologize enough for this delay. The process does not normally take this long and we are reviewing our internal processes further to be sure that that going forward our customers are not waiting an excessive amount of time for refunds. I will contact you directly as soon as I receive the final check release date.Thank you for your patience and understanding in this matter
 
Jenny F[redacted]Customer Service Manager
Republic Services
[redacted]

An agreement was entered into with [redacted] and Republic Services.  This agreement was authorized by Vice President,...

Perry K[redacted].  As stated in the authorized agreement, "The initial term of this agreement shall start on the date of this agreement and continue for 36 months thereafter.  The agreement shall automatically renew for successive 36-month terms unless either party gives written notice of termination to the other at least 60 days before the end of their current term...." The agreement was authorized in May of 2013.  As defined in the language of the agreement, written notice had to be submitted in March of 2016 in order to terminate the successive 36 month term. The current term ends in May of 2019.  Republic Services values our partnership with [redacted] and the services we provide.  Republic services has a legal and binding contract with [redacted]  and has offered to work with [redacted] to do everything possible, short of breaking our contract, to keep them as a satisfied customer.  We invite them to contact our office and speak to their Account Manager who would still be happy to meet with them.  The final option on our part, and certainly not the most desirable, would be to initiate legal proceedings.  Because we are meeting our contractual obligations, we are requesting that they continue to meet theirs.

Revdex.com:
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.[Provide details of why you are not satisfied with this resolution.]
Regards,
Dolores Davis I still feel I should be offered some monetary contribution for all the hassle and aggravation that they put me through.

This issue has been turned over to our insurance company, [redacted] for investigation and resolution. Moving forward [redacted] will be communicating with the customer regarding this issue. Thank you.

ID# [redacted]  Ms. [redacted],  Our team has re-investigated the situation on Mr. [redacted] closed account. We have updated his closed account to reflect a zerobalance.  We will withdraw collections claims to correct as requested and send a letter to Mr. [redacted] stating all obligations to the debt have been removed out of collections.    Thank you,  Jenna M[redacted] Customer Services Manager Republic Services [redacted]

I am in receipt of your complaint and would first like to take the time to " Thank You" for being an active member serving us in the [redacted] I sincerely appreciate you giving your time and life to the service of our Country.We at Republic Services  try to reach out to...

the community and give the best service that is possible, I am extremely disappointed that you did not receive the excellent customer service that we strive so hard to maintain with our customers.In reviewing your complaint I did see that you made a payment on 4/25/14, however this would not have been your final bill, because you called to cancel your account on 6/9/14. Attached are copies of your bills, there is one dated 5/31/14 and your last bill which reflects the balance due  is dated 6/30/2014.I apologize I know being in the [redacted] that you possibly did not receive your last bill but we did try to reach out to notify you of a balance due.As a general policy we do wait 120 days from the time that you cancel your service before submitting the account for collections. I apologize for any inconvenience this has caused you and your wife.

My General Manager has spoken with this customer, the old owner of the house was on service interrupt and my driver failed to follow his route sheet correctly thus causing a service failure for this customer. The supervisor has identified the problem and is going to keep a very close eye on...

this account, also the customer will be credited for the period of no service. Thank you,

Because of the nature of our business we incur our expenses daily therefor invoice all of our permanent work; Commercial, residential and industrial in advance. The invoices do go out with a due date Giving the customer 20 days to pay, as well as there is a 10 day grace period...

beyond that before any late fees apply. I have issued a credit for the late fee that was generated on the 10/15/16 invoice.

Republic Services of West Grove, Pennsylvania [redacted]
This company has provided unsatisfactory service for the past two years with regards to price increases and contract agreements.
After cancelling my service last month I just received an invoice charging me for them to remove their containers, fuel/recovery fee and an "Admim Fee"!
This was never discussed when I called to discontinue services.
I recommend buyer beware as they had me sign an agreement to hold prices and then a year later increased the service fee.
Sincerely,
[redacted]
New London, PA

We
attempted to reach the customer and a voicemail was left and explained that the
situation was reviewed with internal resources and addressed with a high level
of severity in regards to call handling. We were unable to reach the customer;
however, I contacted the customer and left a voicemail...

apologizing for the manner
in which his call was handled when he contacted Republic Services the message
on the voicemail also stated Republic Services issued a $50 customer relation
credit, and to contact me on my direct line as soon as possible.
Thank you,
[redacted]
Republic Services Customer Service Supervisor

[redacted] contacted [redacted] by telephone and mailed the attached follow up letter as per customer request.