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.The response received is only a list of visits, calls, and communication regarding payments. We held back on payments while we tried in any way we could do terminate our contract. Mr. [redacted] has offered to "help" us lower our rates, which I don't understand why proactively they weren't just lowered anyway. Republic has 3 contracts with 3 businesses that share 2 trash cans. Each contract has specified service and number of receptacles we should have and scheduled pickup days. This allows Republic to charge 3 accounts inordinate rates, and pickup as though serving only one account. Since they are concerned only with receiving payments to the unjustifiable rates, we have been slow to pay them as we again are looking for outlets like this one to help us rid ourselves of them. Immediate termination of the account is the solution we propose, as all three business that share service have been gouged long enough.  Thank you for your assistance.
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.
This is to update you concerning this complaint. The issue seemed to be resolved when Republic offered to reduce rate to an acceptable level---which they did. Republic rep [redacted] also offered 3 free months of trash pickup to make up for the overcharges earlier this year. In actuality we were given just one free month. When Mr. [redacted] was asked about this, his explanation was that he had misspoken about the three months. Meanwhile we had signed a new contract on faith that his promises would be kept. All it would take for me to be happy would to be let out of this new contract---one that was based on a lie. I don't want to do business with a company that both cheats and lies.
Regards,
[redacted]

Thank you for the opportunity to review Mrs. [redacted] account and ensure we’re managing the account with accuracy and courtesy. Mrs. [redacted] previously had service in a community in which her monthly rate included recycling service. She was paying $8.66 + taxes and fees a month (billed...

$26.00 quarterly) for that service. In Minnesota, there cannot be a financial incentive for not recycling. Due to this, our rates are the same from community to community, this is because recycling is not an additional charge. However, for tax purposes, a portion of the quarterly rate is applied to recycling. In Mrs. [redacted] case, her $26.00 quarterly rate was broken down to $14.00 towards trash and $12.00 towards recycling. Mrs. [redacted] moved to a community that has a municipal contract for recycling service. The city provides it, individual haulers do not. However, because our recycling is not an additional charge, her new account was set up at a similar rate. The rate on her new account is $9.00 + taxes and fees a month (billed $27.00 quarterly). We attempted to resolve Mrs. [redacted] complaints, the customer service representative offered to lower the rate back to the $26.00 quarterly, it shouldn’t have been raised to $27.00 quarterly. The resolution was refused. The customer service representative also offered to credit the delivery fee, that too was refused. We weren’t to take any action until we honored the rates she requested. [redacted] was unavailable to take Mrs. [redacted]’ call immediately and she refused to leave a voicemail. The issue was escalated to our corporate customer team. In good faith, we offered Mrs. [redacted] the absolute lowest rate we could provide in her new community, $8.00 a month or $24.00 + taxes and fees quarterly, the offer was refused. We simply cannot provide the trash service for a rate of $4.66 + taxes and fees a month. Mrs. [redacted] informed a corporate customer service representative that she had a different hauler contract with her for the $14.00 a quarter and wanted us to close her account. We’ve honored that request, we closed her account and ensured there would be no balance due (the delivery charge was credited as part of this). However, in this complaint, Mrs. [redacted] is asking for $14.00 + taxes and fee a month. If this is all a misunderstanding and that’s what she’s requesting, we can honor that request. In fact, we’ll provide a rate lower than what she is asking for and honor the lowest rate possible, $8.00 + taxes and fees a month ($24.00 quarterly). In the past, we’ve been very accommodating to Mrs [redacted]’ and her husband’s requests. We’ve lowered her rate three times in the last five year. Since we’ve had this account, we’ve provided discounted yard waste service, free months of service and reversed numerous late fees. We simply cannot continue to honor the requests for lower rates and discounts. If Mrs. [redacted] would like her account re-opened at $8.00 a month + taxes and fees (billed $24.00 quarterly), please have her reach out to us directly and we’ll work with her to resume her account. Please let us know if there is anything further we can provide. Thank you.

[redacted],Thank you for your time in our recent conversation to resolve your billing concerns regarding the service interrupt that was placed on your account as well as the late fees. Pursuant to our conversation I have remove the service interrupt charges and late fees bringing your invoice...

to a zero balance. I also had a billing schedule mailed for the remainder of the year for your reference. We will be following up with the customer service representative you spoke with as we discussed also so that we can assure that our customers our receiving the best possible customer experience while working on any billing dispute. I appreciate you taking time to speak with me and sharing your honest and valuable feedback. It is a crucial part of how we can continue to improve as a company to delivery the very best experience to our valuable customers. Please let me know if you have any additional questions or concerns and know you can always reach out to me directly at [redacted] Thank you again for working with us on this matter and allowing us to fully resolve your concern.Have a wonderful dayJ[redacted]
[redacted]
[redacted]

First and foremost, we would like to sincerely apologize for failing to provide Mr. [redacted] with the service that he certainly deserves as a valued customer. 
In checking the service recordings on the account, we do have noted 2 calls into our office in December, 2016 where the trash...

was not collected.  Upon researching this service failure with our Supervisor, it has been confirmed that due to our driver communication error, we did fail to collect the trash twice in December.  I do not see any specific past notes regarding service day changes, however in our business, routes are reviewed for efficiency as needed.  It is our procedure to notify all customers who are effected by any day changes not only in writing, but via an automated phone call as well.  Mr. [redacted]'s account was noted when he started service that the collection day was on a Friday, and most recently the service day is Tuesday.  Proper notification should have been provided prior to any change in service.  Again, if we failed to do so, I would like to extend our apologies for falling short there as well.
In reviewing the billing file, I can see where there was an additional fee of $9.00 charged on the account for removal of extra bags.  I agree-it is highly likely Mr. [redacted] had extra trash as a result of our service failure.  This fee has been removed from the account.
Mr. [redacted]s comments regarding how he was treated when he called in on the phone has been noted, and has been reviewed with both customer service representatives he spoke to when calling in the missed collection.  A positive customer experience is what is expected from all of our representatives.
In addition to crediting the $9.00 fee for extra bags, we will also issue a credit of $8.58 to the account for the inconvenience we have caused.  As this account has been cancelled, this amount will be added to the refund that will be processed after our equipment has been removed from the property. 
Again, we deeply apologize.

I KNOW FOR A FACT THAT THEIR INCOMPETENT DRIVER CAUSED THE DAMAGE BECAUSE I SAW HIM DO IT! AND ALSO SCOTT "IS A LIAR" BECAUSE THE MESSAGE HE LEFT ME HE OFFERED ME $99 "NOT" $100 THEREFORE SINCE THE DAMAGE IS $320.23 THEIR SO-CALLED OFFER "WILL NOT" BE ACCEPTED AND AS YOU CAN CLEARLY SEE IN ATTACHED PICTURES THAT I TOOK 30 SEC. AFTER THE DAMAGE WAS DONE & IT WAS ALSO INTENTIONALLY DONE BY THE DRIVER BECAUSE I CALLED THEM THAT OUR BIN WAS "NOT" DUMPED, I SAW HIM IN THE ALLEY(HE HIT A TELEPHONE POLE IN THE ALLEY WITH HIS MIRROR WHILE TALKING ON HIS CELL PHONE)  SO I TOOK THE BIN AROUND TO THE BACK, & HE GOT [redacted] OFF & TOLD ME TO TAKE IT BACK TO THE FRONT, WHERE HE PROCEEDED TO SLAM THE BIN INTO MY TRUCK ON PURPOSE CAUSING THE DAMAGE
 
"NOT ACCEPTED"

Jeff F[redacted] the Account Representative has called on 3 separate occasions and has talked to [redacted] who answered the phone and has left all three messages with her asking for [redacted] to...

call back to get clarification in regards to this Dispute.  Also to note that the location she is referencing [redacted] has not been serviced by Republic Services since 02/23/09 when the acct was closed.  As stated we do not have an open account at this address.

I spoke to Mr. [redacted] on 5/19/15 and 5/20/15, he is going to provide me with bank statements as proof of his payment. Mr. [redacted] has my direct phone# to contact me during this process. I also explained to him that we will have to research to find where his payments went because the payments were...

not made to his current account. Mr. [redacted] has the correct account# for all payments now and we will work out an acceptable payment for the lien fees IF the payments were applied to the account# shown on his banking information. If the payments were misapplied by my company all lien fees will be waived.Zoia T[redacted]Customer Service Superviso[redacted]

The service agreement with [redacted] was a service agreement acquired through acquisition as the company listed is [redacted].. This agreement was signed and dated 2/22/1995. The initial service level was one cubic yard container serviced onetime per week with a basic rate of $64.00 per month. [redacted] had previously increased or doubled their service; adding an additional pick per week. It was on 8/12/2010 the service level was reduced to one time per week reducing their basic monthly rate from $192.50 to $95.00. Each year our operational cost and cost of disposal have increased. Increases were passed along annually in the form of a price increase. Prior to each increase, written notification was provided to the customer 30-days prior. It is customary to pass along annual increases to all customers unless a specific customer had previously negotiated price caps. With proper written notice, Republic Services initiated recovery charges for fuel and environmental expense. Again with advanced written notice, these charges were passed through to the customer based on their specific level of service. With each price increase the customer received prior notification To our knowledge, the customer did not dispute or disagree with the annual increases until they received a competitive quotation for service. In response to an inbound request for revised pricing, [redacted] offered what she considered to be a loyal customer discount in order to retain [redacted]. She generously offered to put rate restrictions on subsequent years. Our division receives inquiries from current customer throughout the month related their current pricing. In each case, the Republic Customer Services Representative or outside Account Manager makes a good faith effort to retain the customer through modification of service level, providing alternative services such as introduction of recycling or simply reducing the rate per yard. If [redacted] took issue with a price increase, the customer had the ability to contact customer service and open dialogue. It is unfair of the customer to request credit for service provided based solely on a competitor’s introductory offer.

I've been in the process of trying to cancel my service with Republic Services for several months now. To the degree of sending certified mail to the CEO, Don S[redacted] in Phoenix, AZ. Below are excerpts from both letters I've sent. The only response I've gotten to date is from a local representative who only states they can "match" a price for the duration of my contract which is now 3/29/19. What a lie...
"On October 9, 2016 I spoke to a local representative, S... who took my information and confirmed my service cancellation. She said she'd transfer my information to D... to arrange a pick up date.
D... eventually called me back and said she'd check for an existing contract."
(I signed a contract with THEIR notations stating a 6% annual cap on basic service.)
To make a long story short, she did in fact call and email me stating I was under contract until 3/29/19 (the contract mentioned above was signed 3/29/13 with the automatic 36 month renewal clause). I understand.
The basic service has since escalated by 19% from 2014 to 2015; 17.9% from 2015 to 2016. Now who knows how much it will go up from 2016 to 2017 even though D... stated in an email (forgive me, but I just want it in writing, not over the phone) that they would guarantee a monthly $50 fee to be in competition with another quote I got.
Now we're moving and don't need them or another provider at all.
I've sent an additional letter to Mr. S[redacted] & the local office. We'll see what happens next, but I would not recommend them to anyone regardless of the outcome.

Hello, I called on July 26th in regards to this complaint as I did not received said check that the business was saying was going to be issued to me.  I was told that someone was going to follow up and get back to me.  It's been 2 weeks and I haven't heard back from anyone or have seen a check.  Can you please look into this for me? Thanks![redacted]

Worst possible trash hauler! Check your billing...they add various fees and taxes to your monthly charge, which are not revealed when you ask for a price quote. NO other hauler in the metro area charges these fees separately. The extra "fees" add up. $40-100 per billing cycle! Don't bother trying to call and actually speak to someone at Republic. They are impossible to reach. Horrible, HORRIBLE company that should not have a A+ rating on Revdex.com. 96% of the reviews are negative. Why on earth do they still have a high rating?

To Whom It May Concern:I have spoken with [redacted] and explained the situation with his account.  The original billing that he had received was incorrect and I have since corrected it and sent him a final invoice for $73.67.  There will be a credit issued in the...

amount of $110.58 for the incorrect billing.  I have sent [redacted] via email copie of all invoices as well as the spreadsheet (attached) to explain the balance due on his account.There were fees as well as taxes on his invoices that were not prepaid when he contracted for our services. The customer had additonal rental day on the contract in which he did not pay for in full in advance.  [redacted] is aware of the final amount due and will contact me if he has any further questions. He was appreciative of the explanation and was given my direct line if he has any further questions.Kind Regards,[redacted]Customer Service SupervisorRepublic Services[redacted]

Mr. [redacted] received several notifications that amounts were owed, that would of indicated auto pay was not set up by the customer. It's the customer's responsibility to open his invoices.  Notifications sent to Mr. [redacted] were as follows: 02/06/16 - letter stating payment needed...

to be made in 10 to avoid service interruption, 02/20/16 - letter notifying customer of service interruption, 02/20/16- letter to customer the service was suspended.As a good will gesture, Mr. [redacted] was credited $25.00 on 02/29/16 for a late fee.  This was a one time courtesy credit for the year.  Mr. [redacted] would be responsible for all other fees associated with the service being interrupted as stated on his invoices.

The $24.43 charge is a removal fee that the customer spoke to a customer service representative about on 10/13/14.  The payment for $38.50 was for October service, which our driver did provide service through the end of October, but the trash cart was not set out to be...

serviced on 10/23/14 and 10/30/14 as the driver noted on the account.  In good faith, Republic Services will be removing the $24.43 from the account and issuing a credit of $19.25 for the 2 weeks that the customer did not use our services.  The $19.25 will be refunded to the customer in a check mailed to his residence.

Our trash has been sitting at the road since August 24th and has NOT been picked up. Today is September 13th.

I called last week and the gal from customer service assured me that it would be picked up.
I called yesterday and again was assured that it would be picked up.
I called again this morning and was told by day's end, my trash would be picked up. Their day ends at 5pm and it's 4:45pm and still the trash sits.
To make it even better, about an hour after I spoke with customer service this morning, I watched one of their garbage trucks go past my house and within 30 minutes, they zoomed by again. NEVER stopped to pick up our trash!
This would have NEVER happened with our old company who was bought out by Republic services!

Our local Operations Manager responded to this complaint: 
I talked to Ms. [redacted]. Our driver has picked up her yard waste. She confirmed that the pick-up was complete. I told her that we will put her address on the hot list to make sure...

she is service on time weekly. Ms. [redacted] also has my contact info if she should have any problems going forward.

I called and spoke to [redacted] today on 7/17/2015 at 1:44pm. We discussed the account in detail and she was informed I'd work to get her account corrected and the containers removed. I was able to have the charges reversed, because we should be able to still retrieve our containers. She was...

called back again today at 2:44pm, but I had to leave a message informing her of the charge reversal, and that I reached out to her prior landlord to get removal set up etc. I also apologized to her for the inconvenience and I left her my direct contact number to call me back should she have any further questions.

It appears this occurred during the [redacted] city cleanup. Customer claims our driver threw away his lid...

when he dumped the trash but did no one actually witnessed this happening. We delivered a new container 12/20/16. We apologize for the inconvenience.

[redacted] refund was received. Confirmed email from [redacted] on Jan.22nd. She has been speaking directly with [redacted].Customer felt that the agent failed to explain our depositprocess and felt it was ridiculous that we hold a deposit and then charge forservice right away. She requested...

to speak with a manager and [redacted] spoke with her. [redacted] processed the cancelation but failed to put in the refund request. [redacted] contacted [redacted], [redacted] put in the refund request and [redacted] and [redacted] communicated via email to resolve. [redacted] explained her error. [redacted] contacted [redacted] on the 22nd to inform us that she had received her refund. Her account is canceled and wanted has received her money back.She has received the refund and Is happy.The credits on her account are pending and I made sure that [redacted]explained that those will get applied. Per email from [redacted] herself..she is satisfied. Refund received. Account closed. Credit for unused servicepending.