Republic Services, Inc.

I have successfully resolved this issue.  I have spoken to the driver and have sent him back to collect the garbage at this location.  I have also spoken to the customer and let him know that I agree that we should give better service than the description he gave.  I also emailed...

the customer.  I have asked the driver to call me each time the customer doesn’t have the garbage out in the future, and I will immediately call the customer.  Better communication will prevent this from happening again.   Thanks   Richard [redacted]

Yes the OP has talked with me in the past, and yes I do believe that it was him that came out and fixed it in the past. The OP, Jesse I think, is very nice and polite. Whom ever wrote this response needs to have his story straight though. I was never advised that there are other trucks that pull on the court, Jesse would not advise me of that because he knows who I am, and he knows his drivers did this. He knows that I have been home that past several Fridays and sat in the window and watched his driver do this. He knows that I watched the driver get out of his truck and move the new larger rock out of the way so he could drive through the grass. This route was only taken because I am tired of paying a company to clean my trash, and then having to clean theirs for free. I'm not an irate customer, I'm not asking for anything unreasonable, and I don't like the tone of the response trying to make me out to be such. I just want them to fix their mess and bring some rocks large enough to stop their drivers from doing this again. I don't enjoy complaining, I don't want to complain about this every year, I want them to either teach their drivers how to drive around a circle not through it with what they have or get smaller trucks that aren't so difficult to get around the circle.

To Whom It May Concern,I have attached 4 email communications between our representative, [redacted], and [redacted] of Floors and More. We at Republic Services are 100% committed to delivering the highest level of service possible to our customers. This includes the collection service...

offered by our drivers, communication from our employees, and environmental compliance of our entire organization. In the attachments, [redacted] has responded in each instance on the same day to [redacted]'s concerns regarding the change of service with updated forms, issuing credits for any services not rendered, and explaining through any questions she had.Republic Services lists our service term length on the front of our service agreement and we promote a business culture of transparency and honesty with our clients. [redacted] was open and honest about all questions she was asked, and did not withhold answers to any questions. I am unable to add a 5th attachment due to the 4 attachment limit, however it is a correspondence between [redacted] and [redacted] detailing [redacted]'s attempt to contact her via phone and [redacted] acknowledging she would have to return her call at a later time. If requested, I can send this documentation as well. Thank you.

I am very dissatisfied with this company . I had been a customer for over fifteen years, also referred many clients to the company here in [redacted]. I am on this site because I believe this is the main headquarters.
My local company has no customer service and have continued to lie to me. This may sound extreme but I have been promised a pick up for the last six weeks. The excuses have been thin when I actually get to talk to someone. first the driveway was slippery , to much snow near the dumpster. couldn't get in the driveway , ect. I will say after all these year that I know what needs to be cleared and taken care of. After every storm the driveway is plowed and dumpster is cleared. We have had extreme weather and I allow for a few slips up but! After not hearing back from my rep. after a number of calls I finally get the message that if I get the drive sanded they will come out the next day. OK. Even though I have never needed to do this I did for an extra expense of a hundred dollars. They don't show up ? no call no excuse they just don't both. this after being told the snow bank was to near the dumpster so I had a man come for two hours and snow blow and move the bank back (never been a problem over the last fifteen years?) didn't show up again. So I am out the expense of a sander two different times I paid someone to make sure everything was so far away from the dumpster.
I can not believe yesterdays conversation. My regular pick up day is Wednesday so I waited and he never showed up, Then when I called they told me it was emptied? I am standing looking at an over full dumpster. They argue with me and say the driver said he picked it up ? They told me to send them a picture? Again can customer service get any worse. When the girl gets the picture she tell me they will be out tomorrow. That will make the fifth time I have been told they would be out tomorrow. I am a business owner myself and can not even imagine that I would be in business with this continued bad service. I have several clients that I have referred this company to I am going to make a point of letting them know my issues.

Revdex.com complaint#[redacted]. The area did have inclement weather back when original miss was reported. As soon as roads were clear, and safe for drivers, we did resume normal services for this customer, and their neighborhood. I have forwarded this specific customers address, and neighborhood information...

to the supervisor to review area for service needs. I have emailed this customer directly and let them know that we will be out to service trash and recycling today. We will also credit the account for one months service for the inconvenience. I left customer service supervisor direct contact information to call if future assistance is needed, and to ensure customer had the right contact information. Service is rendered today, and credit issued today as well.

Our Operations Supervisor has a message in to the customer to see how we can get this resolved.  We have repaired this area in the past and spoken with all of our drivers and they are very familiar with this court.  The Operations Supervisor has had previous discussions with the customer...

and explained the we are not the only trucks that pull on this court.  He will discuss with the customer, but at this time we are not sure that Republic Services drivers are responsible for this damage.  The OPS Supervisor will continue to investigate and communicate with customer.

[redacted] spoke with a customer service representative onSeptember 5th in regards to closing his account.  At that time[redacted] agreed to pay $10.00 for container removal with fuel and environmentalfees removed.   This is a discounted rate from the usual $45.00 thatis...

charged for removing and  refurbishing containers.  The accountwas document by the representative and the containers were removed WednesdaySeptember 24th.  $ 17.51 was drafted from [redacted]’s account,however $7.51 have been credited back to the customer  and will berefunded in the form a check from our corporate office.

With regards to this specific complaint.
In order to better serve our valued customers we changed several customer’s...

service days in August. Unfortunately this stop did not get properly recorded and we did not pick up the trash the first week on schedule. Once the customer notified us of the issue we did pick up the trash immediately.
The customer then must have expressed a desire to cancel service, which has to go through customer service. We recently received that request and have scheduled to remove her toter on09/16/2014.
We have over 30,000 customers and we value them all very much.
I personally apologize for the mistake and I will use this information to help improve the way we service our customers.
Thank you very much for the feedback. 
Additional information:
I spoke to the customer on the telephone and she was very reasonable and understanding of our mistake.
We picked up her toter on 9/13/14.
I also thanked her for her feedback.
 
Sincerely,
 
[redacted]  |  Operations Manager  |[redacted],[redacted]
InfoPro Advocate

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.

I have residential services with Republic Services. I ordered a roll-off to remove landscape debris. They delivered the container, then made me pay for a second container because the driver said "his particular truck" was not able to handle the load on the original container. I paid up front for the first container, and had to pay another fee for the second container. Then about 3 months later I got a past bill notice that I owed them over $900. I called, and was told the bill was in error. Then a week later got another call stating I had a past due bill. I explained the first call, and was told the bill was wrong, but I still had a balance due for dump fees. After several calls to them, the balance amount was resolved, and I felt the issue was also resolved after sending in payment for the amount due minus the initial payment that they did not credit. I then got a FINAL NOTICE bill after already paying the amount I was told to pay from the COLLECTIONS department. This company does not know their left hand from their right. Complete unprofessional conduct.

In response to your complaint I am very sorry that this has gone to this point or for any misunderstanding. All our sales staff are very versed in the financing process and protocols. It is part of their process to relay these terms at the time of sale. It is also very clear on the [redacted]...

contact that was signed by you. As far as I know, any interest free term loan always charges interest if the payment agreement isn't meet in the loan term as this is common practice. Unfortunately at this point, because the loan terms were not meet, there is nothing we or the bank can do. Thank you for you time in this matter and once again, our apologizes for any misunderstanding.

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.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,
[redacted]

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.
[redacted]:If you review [redacted]'s document carefully, you will see that the customer's he uses as examples were billed for three months at a time. For example, one bill shows $99 for three months of service. Another bill shows $117 for 3 months of service etc. Since 2009, when we changed to the totes and to what we thought was residential service, we were charged at least $50/month, not every three months. Our billing was every month. The bill escalated to as much as $72/per month in January 2014. When the bill escalated to that point and with no explanation as to why it jumped from $63/month in Dec. 2013 to $72, I started shopping around. I obtained service for $25/month from another carrier. When I called Republic to cancel and when they asked why, it was then that I learned they were charging me at a Commercial rate. What is interesting is that when I asked them more than once to tell me what the residential rate was, they refused to answer my question. While [redacted] indicates that they keep good records, they clearly had me set up as a commerical account and I was being billed monthly. The invoices he has supplied to you are quarterly statements. I want to emphasize that when I called to cancel my service, I had no intention of asking for a recovery of any money as I had no idea during that first call that there was a billing issue. It was Republic Service that pointed out to me that my account was set up as commercial and not residential. And it was Republic Service that pointed out to me that they charged a different rate for Commercial vs. Residential. However, when I started asking more questions, they shut me down completely and refused to answer my questions. [redacted] promised me a return call on more than one occasion and never did return many voice mails I left for him. This is why this is now in front of the Revdex.com and I have filed a complaint with [redacted]. I don't believe Republic Service is being honest at all. Had they simply admitted their mistake, this could have been resolved quickly. However, the fact that they refused to return my calls and would not answer my questions certainly indicates they are either hiding something or not wanting to admit the error that they made. I again am requesting reimbursement for the over charge on our account from approx. Sept 2009 to Jan. 2014, the period of time our account should have been charged at the residential rate.
Regards,
[redacted]

Republic Services supervisor made contact with Mr. [redacted] (8-16-16) and discussed his damage claim to his personal container.  Regular wear and...

tear over time has damaged the containers lid.  This was discussed and confirmed with the customer.  As a courtesy and show of good faith Republic Services has credited back the account (8-15-16) in the amount of $20.00.  Rental service of Republic Services container was suggested to the customer.  Mr. [redacted] had to confirm this with his landlord but like the idea of the service.   Republic Services management team will continue to reach out to Mr. [redacted] landlord for container rental service to meet the customers’ needs.

All credits applicable credits have all ready been applied.  In fact, we gave him an additional $99.94 as customer accommodation.  He recently moved his location and closed one account and reopened at a new account at the new location.  He has been unable to reconcile is two...

invoices after repeated attempts from his Account Manager, Kevin A[redacted].   This included several phone calls and e-mails and a personal visit.  (see attached e-mail showing his credit memos).    
He believes he has paid his balance in full on his old account.   In an effort to clear up his previous balance Kevin A[redacted] issued him $99.94 credit. There currently is no Balance on his old account and his new account is current.
 
His accounts are accurate and up to date at this point.  Kevin will call him today and attempt to resolve his questions again.

We have attempted to contact the person who made the complaint.
Both the phone number and the email address provided are invalid, which calls into question the validity of the complaint.
We have reviewed our routes in the area and made adjustments to ensure that residents are not...

disturbed during the early morning hours.

This company continually issues large price increases (15-25%) without reason. When contacted, they issue explanations such as annual increases or fuel costs (while fuel costs have decreased considerably during the past couple of years). Then once you cancel service, they want to charge you a prorated rate when they haven't provided any service. I would find another service.

[redacted]
Thank you for your email. I removed the .24 late fees from your invoice and attached your revised balance for Nov, Dec and January billing cycle. I am very sorry that you have made more than one call to have this issue resolved and hope that you will allow us the opportunity to prove to you going forward that your business is important to us and that we do value each and every customer. We are committed to making every improvement in resolving any questions or possible concerns more efficiently each and every day to meet your expectations and delivery the very best customer experience. Please do not hesitate to call me directly at [redacted] if you have any additional questions or concerns.
Thank you
[redacted]
Republic Services

Thank you for your inquiry regarding your commercial account with Republic services. In review of your closed account we show that your deposit was taken to reopen your account but when your account was closed on July 28th, 2015 there were outstanding invoices owed for June and July so our credit...

review team applied your deposit to cover those open invoices. As of right now we do not currently show a refunded amount of $250.00 but if you would like to discuss this matter further or have any further questions we would be happy to discuss the payments received and the invoices they were applied to with you to help clarify and resolve this matter to your fullest satisfaction. I have enclosed my direct line if you would like to contact me directly.Thank you for your timeSincerely,Jenny F[redacted]

Complaint: [redacted]
I am rejecting this response because: [redacted] has been stellar in its customer service. They have emailed me and called me repeatedly. They responded to my review of them on facebook immediately.
Poudre Valley Air, on the other hand, has provide less-than-stellar customer service. I called their accounting person and was told she would get back to me in two days. She didn't. I called again and she was out of the office but the receptionist said she had heard her working on it. I still received no call-back. I then called days later and was told by the receptionist--not the accounting person--that they couldn't do anything. When I told her that I was going to complain, she said ok.
In addition, I've emailed the service and sales email addresses twice. Once to let them know that I would be reviewing them online and reporting them to the Revdex.com. They did not reach out to me. The second time, I sent them the links for the reviews and they did not respond that time either.
Their response says that their salespeople are trained to explain it. While that may be true, [redacted] did not explain it well. In fact, what he said was "you'll have it paid off in 12 months with no interest." I am saddened by PVA's lack of integrity and commitment to taking ownership at a leadership level for its employees. Very disturbing!
Their terrible customer service needs to be addressed and your organization needs to ensure that they don't get a top rating.
Regards,
[redacted]