Republic Services, Inc.

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.I don't like the fact they charged my credit card $17.51 without me agreeing to this. I have contested this charge with the credit card company and they have accepted it and will decline the charge. I don't agree with customers having to pay anything when they cancel service especially if its not part of any formal agreement or contract.
Regards,[redacted]

This damage claim was submitted to our insurance company, CCMSI.  After their investigation, it was determined that the line was lower than required.  So this claim was denied on 11/24/15.  Nancy D[redacted] from CCMSI communicated this to the home owner via phone call.

[redacted]
[redacted]
[redacted]
[redacted]
I can’t figure out how to respond to this complaint on your site.
 
You may as well close it. PVA isn’t going to do anything. They’ve provided awful customer service. I’d like that to be noted on their record.
 
And, btw, [redacted] waived the interest. They’ve provided amazing customer service all along the way.

Operations has contacted this customer in reference to service issues and the reason...

why customer originally cancelled the services. We have submitted refund request to our corporate office for a full refund of $122.34. This process normally take between 2-4 weeks before the customer will receive the refund via check. I have requested expedited processing of this since the Mrs. [redacted] has been given the run around and hasn't been able to have this situation resolved. We truly apologize for the inconvenience that this has caused.

[redacted] had a signed written agreement with Republic Services which included terms for exiting the contract before the period had expired.  The owners of [redacted] have taken issue with the pricing at which the service is provided.  [redacted] could have called Republic Services at any time during the past 9 years to discuss these terms and pricing, but no call was made during this entire period, indicating that it had not been a concern.  As soon as we were aware that this had become an issue, we renegotiated pricing in good faith—as was acknowledged in their reply to our original response.Upon [redacted]’ unwillingness to agree to our offer of lower price and upon their expressed desire to stop service with Republic Services, we sent a letter that indicated the terms of the signed agreement, including provisions surrounding early termination.  We regret that [redacted] feels that this is unethical behavior, as we have acted in full compliance with an agreement that [redacted] established with our company and went to great lengths in our attempts to retain their business at a significantly reduced rate.

I called and left a message with the customer n 1/12/16 at 4:10pm. He was provided my direct phone number to call me to discuss his concerns and to gain full resolution. The message stated that operations has been notified and is working to address the issues. Once the customer calls me back we can...

work to gain an amicable resolution for the fees and other concerns he may have. I apologized for the lack of service and again left him my direct phone number to call me back to resolve all.

Due to this customer residing within the boundaries of a Municipal Contract, the information provided below stands. We encourage the consumer to reach out to our local General Manager, Doug R[redacted], if additional conversation is required. Thank you. 
 
The town contract calls for delivery of one cart for trash and one cart for recycle. This is a municipal contract and negotiated with the town itself. If a resident wants an additional cart their is a rental charge for the cart. Again, this was negotiated through the town on behalf of their residents. If this particular customer knows of some one who is an additional cart that is not being charged it would be some one who had slipped through the system an is inadvertently not being charged for that service. We will due a visual on the address and check this customers neighbors to see fi they are being charged for any additional carts. If not we will had them to the billing per the town contract.
 
The customer can get access of the town contract through the town to verify the contract, or reach out to me directly at [redacted]

This customer contacted us at the end of our same-day Service Commitment deadline (12:00 pm).  We made the commitment to deliver the box, but fell short.  Unfortunately, we rescheduled the delivery...

without notifying the customer.  We did deliver the container less than 24 hours later, and honored our removal date commitment.    In addition to the $50.00 that we’ve already credited and refunded, we have submitted a credit for $100.00.  It is being processed, as we speak.  Once the credit posts, today, the refund request will be processed.  Since we have, already, processed a refund via Biller Console, I am unable to refund the $100.00 in real time.  A check will be mailed instead.   The customer utilized the full volume allotment of the container.  While we understand that she may have had workers on site, on the delivery date, she didn’t contact us until 12:00 (half-way through the workday).  Alleging that we are liable for 2 days of pay for the workers is unreasonable.

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.

On December 3, 2014 a driver was dispatched to [redacted] to service this customer.  At 1:13 pm I was advised by dispatch that a driver had been to the address and collected 2 bags of trash.  As a follow up to ensure the situation was resolved, [redacted], one of our...

CSR's, placed a courtsey call to the customer.  [redacted] was not home to confirm at the time of the call.  [redacted] left a message giving [redacted] his direct number if she had any issues going forward.

We are sorry that the owner of [redacted] feels this way regarding our service.  He contacted our office months ago regarding this matter and we offered several opportunities to try to maintain our business relationship.  He worked with two different members of the sales...

team and the sales manager; all offered solutions to the issue, including lowering the rate.  This account has now been closed upon his request.  I do not know what else we can do to satisfy the customer at this point, as he no longer desires to contract our service.

[redacted] and I spoke about his situation with sporadic trash/recycling service.
the solution to the issue is this.
- -  Republic Services has instructed their drivers to call into their dispatch office every time that they are servicing the trash or recycling at...

Mr. [redacted]s' home. Mr. [redacted] found this action acceptable.
 
regards,
Dan T[redacted]

The driver circled his route sheet that he serviced this customer on 04/14/15. We sent a Cart Delivery driver out the the home on 04/16/15 and he actually picked the full container up and delivered an empty container to the customer. I have also put a note on the driver's route sheet that he...

needs to call the office going forward for 30 days when he is actually at this location dumping the container.

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.

This was communicated to the customer.We explained to him and showed him on his invoices where it states price
increases would be made.  However, since the writing was small he states
that doesn't constitute for proper notification.  His rate was lowered and
a credit of...

approx. $5000 offered to him however, he declined because he felt
as if we had breached our agreement with him.  We explained that per his
agreement there was only a price guarantee of 12 months of time and made him
aware of where the contract stipulates rate adjustments may be made. We
explained that we only charge 10% for city tax but he disagrees and feels that
we billed him improperly.

The town contract calls for delivery of one cart for trash and one cart for recycle. This is a municipal contract and negotiated with the town itself. If a resident wants an additional cart their is a rental charge for the cart. Again, this was negotiated through the town on behalf of their...

residents. If this particular customer knows of some one who is an additional cart that is not being charged it would be some one who had slipped through the system an is inadvertently not being charged for that service. We will due a visual on the address and check this customers neighbors to see fi they are being charged for any additional carts. If not we will had them to the billing per the town contract.  
The customer can get access of the town contract through the town to verify the contract, or reach out to me directly at [redacted]
 
Doug R[redacted] General Manager Republic Services NWI

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]

[redacted] become a customer as part of an acquisition of [redacted]'s, a local bankrupt hauler, on 10/1016.  The customer data transfer had numerous issues and in this case, resulted in a double billing.  I called and left a message for [redacted] and followed up with this email...

(attached).  We take full responsibility for the error and for not correcting this right away.  Thanks, 
Jeff

I took over a running business and the previous owner discontinued the trash service and I ordered the start of service that very day on August 5th. It took me several phone calls to get all the order in properly. Each time I had to wait over 20 minutes to talk to an agent. However, I have received no trash service whatsoever and it's September 7th today. They removed the trash can and it's been over a month and I still have not got a trash can. I did however receive a bill for 3 months service and when I asked them why I have to pay for services that I did not receive I was told I just have to because I transferred ownership of the business and I haven't reported that a trash can was not there. I told them every time I called them. There is no other choice of trash provider in Plano for businesses. It's clear they know they are a monopoly and act it.

Republic Services accommodated the customer by letting them out of the contract early.  The customer received service on 02/02/16. The account was closed before the next service date of 02/09/16.  All charges stand as a contract was in place and Republic Services serviced the...

customer.