Republic Services

Why every 3 months Republic Services payment goes up? They're ok in service but we don't gate a race every 3 months. People don't look at their bill on a monthly basis but I keep track of what I pay on a monthly basis. This is from Henderson, Nevada.

I spoke with MsT [redacted] and Keesha on Monday June and the agreement was a credit of $for unsatisfactory service for May as well as $for discontinued service with Republic TrashThe email I received was credit for $ Again this company tells you one thing to apease you, when in reality they do not have customer service [redacted]

On 2-27- [redacted] , Sales Supervisor and [redacted] , Territory Rep met with [redacted] of Tortoise and Hare at his business to review his account receivable situationAt time the account was past due over days and there had been several conversations with the customer regarding the past due balanceAR Information:12-23-- [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-- [redacted] call a 2nd time and spoke with [redacted] who stated that the owner would call back on 12-24- [redacted] promised that the owner would call [redacted] and pay us on 12-24-1-13-- [redacted] called [redacted] to again ask about payment since no payment had been received since the 12-23-call.1-21-- [redacted] called and was told that the bill was paidA check did arrive on on 1-21-The check that was sent did not clear all outstanding balances.1-27-- [redacted] left multiple message regarding payment and left a message that we could not service without payment.2-13-- [redacted] left final message since he had not received a return call.2-20-- [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-- Received partial payment.3-6-- [redacted] left message for owner regarding payment.3-12-- [redacted] (Lead Collection republic services) spoke with owner regarding paymentThe said the he would pay when and if he felt like itShe let him know that the past payments were partial paymentsThe owner said that he will quit account [redacted] let the owner know that we would like to keep his business3-25-- [redacted] called and provide a reference number of the payment madeRepublic Services had stopped service until payment receivedWe let [redacted] know that as soon as the check cleared we will start serviceDuring the meeting with ***, [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

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,

We agreed to provide backdoor trash and recycling service at a reduced price to [redacted] We have been servicing the trash and recycling per our agreed termsI do not feel that any credit or rebate is required Thanks [redacted] *

I will give [redacted] *** the $credit to resolve this caseLet me know if you have any further questions[redacted] General ManagerNorthern Wisconsin/Central Minnesota [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] w www.republicservices.com

[redacted] called in on and was told of removal chargesShe was also advised if she would like to return carts to office to avoid charge that she could as well.There was a formal complaint made that sales rep [redacted] was given and she cleared the removal charges from this account Customer was never charged any of the removal charges.Removals occurred on June 6th, by operations department at no chargeNo money due on account and it is a cleared out closed account since June 1, 2014.Thanks

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 daysWhen called, they told me they would schedule a special pick up of trash for the following dayThis did NOT happen and Company failed once again to pick up trashWhen I asked to speak to the Supervisor, I was connected to a voice mail Repeated calls to Company over past months did NOT result in improved serviceCompany tole me they would reimburse me for missed pick upsThis did NOT happen

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

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/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 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 $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

Credits for the July and August invoice were placed on the account on February 18, The account was also closed effective Sept 1, resulting in additional credits for all charges billed after September 1st A total refund request of $was processed and approved There was an error with the closed effective date of Sept 1st, resulting in charges for one day An additional credit of $will be processed today and an additional refund check will be issues along with the $to ensure the customer receives the full refund of $ The customer should receive the refund checks within the next week.We sincerely apologize for the delay in processing the customer's refund request This was something that should have been processed and mailed out at the beginning of March and the issue has been addressed with the employee

I had an encounter with a very rude truck driverI live a dead end street and parking is limitedI was with a client at my home and a sleeping wife who is working 3rd shiftAll of a sudden, I hear a loud knocking on my door"Is that your car?" It wasn't but I had a feeling it belonged to my clientHe told me it had to move "Its gonna get towed!I'm not going to wait all day either!" I personally don't appreciate people barking orders at me or threatening meI told the gentleman that he didn't have to get an attitude with meAsking people kindly with a "please" and "thank you" goes a long wayIt ultimately happened to be my client's carIf these are the kind of people that this company hires, It speaks volumes about how the company is managedThe truck's ID said #Erie, MIRegardless of whether or not my client was parked where he shouldn't have been, we are all human, we all make mistakes, and we need to treat each other with respect, compassion, and understandingBecause the City of Toledo has a contract with Republic, I cannot get another company to collect my wasteBelieve me, if I had it my way, that would have been terms for me to change companiesVery Very Very disappointed!

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: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

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] 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' homeMr [redacted] found this action acceptable regards, Dan T***

This is in reference to the Saline County Landfill in Arkansas,which is apparently owned by Republic Services The minimum charge rate of $per ton is an outrageous price for a pickup truck load weight of only 200lbs The curbside pickups do not allow anything not in the bin and special pickups for larger item is not available in my area

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 calls into our office in December, 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 wellIn reviewing the billing file, I can see where there was an additional fee of $charged on the account for removal of extra bags I agris highly likely Mr [redacted] had extra trash as a result of our service failure This fee has been removed from the accountMr [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 representativesIn addition to crediting the $fee for extra bags, we will also issue a credit of $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

An agreement was entered into with [redacted] and Republic Services This agreement was authorized by Vice President, Perry K*** As stated in the authorized agreement, "The initial term of this agreement shall start on the date of this agreement and continue for 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 days before the end of their current term...." The agreement was authorized in May of As defined in the language of the agreement, written notice had to be submitted in March of in order to terminate the successive month termThe current term ends in May of 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

To Whom It May Concern,I have attached email communications between our representative, [redacted] , and [redacted] of Floors and MoreWe at Republic Services are 100% committed to delivering the highest level of service possible to our customersThis includes the collection service offered by our drivers, communication from our employees, and environmental compliance of our entire organizationIn 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 questionsI am unable to add a 5th attachment due to the attachment limit, however it is a correspondence between [redacted] and [redacted] detailing ***'s attempt to contact her via phone and [redacted] acknowledging she would have to return her call at a later timeIf requested, I can send this documentation as wellThank you

It appears this occurred during the [redacted] city cleanupCustomer claims our driver threw away his lid when he dumped the trash but did no one actually witnessed this happeningWe delivered a new container 12/20/We apologize for the inconvenience