Nikz At The Top

I called and spoke to the customer today to gain an amicable resolutionWe discussed some of the solutions that we've put into place to resolve all service concerns

It was a pleasure speaking with you as I understood your tenant stopped paying the bill and stated that you were responsible for the billYou requested to have the bill put into your name and you paid the total balance due.Per our agreement I will credit your new account with the filing fees of
$and you already paid the release fees.Happy HolidaysRepublic Services

The local operations team is in communication with Mr*** via email (2) today including one from me. Driver reported that there was no cart out on Tonga this afternoon but its possible Mr*** is placing the cart in a general area off Beyer. Supevisors are following up with Mr*** and the driver now. On a side note, I understand Mr*** perspective on the credit. It is not meant to insult and I can see how it can be difficult to make him whole for the inconvenience. Best thing to do is correct the service going forward. That's our commitment

The General Manager of Republic Services - Crestwood, IL, called Ms*** and spoke with her. The local operation did have some truck and routing issues; however, these issues have been resolved. Republic Services has a separate truck servicing garbage and another truck servicing yard
waste so that these waste streams are not comingled. We take great pride in providing professional environmental services that our customers can rely on and strive to exceed our customer's expectations. Again, I do apologize for any inconvenience that Republic Services caused Ms*** as well as other customers along this service route. Ms*** can call me directly at anytime that she feels the service does not meet her expectations

I do not agree with their statements of events. Their claim or discription is in error. The driveway/ road that was damaged is south of our driveway.......their truck would pull up to our driveway, Then pick up and then back up on Pecan Tree Road in southerly direction to the next drive on the same side of the street as ours, that is where the damage is..........there is NO culvert on the street in front of our house. They never called as to when they were coming out or knocked on our door to see if we were home if they had any question as to where they were supposed to be looking for damage

Division Manager Troy R*** has contacted Ms*** and a credit of $is being processed as requested for the removal of the cartsDM R*** delivered the carts to the address requested and spoke with Sterlena B*** These actions should resolve the current complaint to all parties satisfaction

Thank you for notifying us of the dispute. Mr*** did indeed contact our office and request his last collection to take place on 6/13/16. He had been invoiced for services through 7/31, as stated.On the invoice, it clearly states: "If service is canceled during a billing cycle, the
customer will remain responsible for all charges, fees and taxes through the end of the billing cycleThere will be no proration of billing, and the customer will not be entitled to a refund for the period between the notice of termination and the end of the current billing cycle." Under this clause, there would be no refund due. Additionally, there is a removal charge of $that should be paid upon closing an account. He was informed that we could waive this fee if the new resident called to begin service. Since this did not happen, removal fees would normally be assessed to the account, resulting in a balance due--not a refund. We have sent trucks for a couple of weeks with no success at retrieving our containers.We would like to assure Mr*** that we will not be charging for the removals. Those will be credited off of his account. Additionally, against what was agreed to by the customer through his paying the invoice with the above wording, we will be refunding the full month of July--$39.25. Please inform us if this resolution is not satisfactory. Mr*** may also contact me directly at cl***@republicservices.com if he has any further questions regarding the matter.Thank you again,Carey L***

*** *** contacted our office on 06/15/with regards to property damage. Republic Services policy is to immediately investigate all claims and submit information to our insurance company, ***. A supervisor investigated the claim and found that the gate door was hanging as a
result of rusted hinges; however, there was no sign of impact to the gate. A report and photos were submitted to our insurance company and the insurance company is working with *** ***. *** claimed to have proof of driver causing damage; however, to date has refused to provide the proof to either us or the insurance company.The claim is being denied until further proof is provided as the hanging gate appears to be simple age, wear and tear and rusted hinges.The claim adjustor is *** *** and the Claim number is ***. *** can be emailed at ***

reviewed account and billingWill waive the balance of $There will now be a zero balance on this account, nothing is owed

I spoke with only one personEven though I do not have a truck number I have the exact spot that it occurred and he told me that he could investigate and find the truck that was on that route that dayI described him the truck that was driving and he admitted that those back doors are at least supposed to have a net over top of them so nothing flies out I do have a video to submit if necessary

Local division will investigate customers account to identify if there is a timing issue with the accounts contractually scheduled price increaseIf a problem is found, it will be corrected immediately

I have reviewed the response made by the business in reference to complaint ID ***, and it is accurate The cart was indeed picked up on 7/16/after I called on 7/14/to complain again;So, I'm OK with the cart I couldn't not substantiate the 'two-month in advance cancellation notice;' my most recent one does not have that disclaimer; so I will look for invoices from prior years (the invoice is issued annually) to see if this is true.I do however, find it cumbersome that I have to prove I did not break a contractual obligation, instead of the business being able to demonstrate as muchIt feels as if I have to prove I'm innocent instead of them proving that I'm guilty, if that makes any sense?
Regards,
*** ***

I want to leave this complaint open until I have received my refund of $and a letter from the company stating that my account has been closed in good standing & that I owe them no moneyI have dealt with them enough to know that each time I am told everything is fine & that everything will be taken care of, I end up with a late fee for a charge that I never should have receivedI am not convinced that this is the last time I will have to deal with themThe company's response states that they had no idea these issues were going onPerhaps the office manager that I spoke with didn't know, but I have spent over an hour on the phone with their representatives every four months for the past yearsThe office manager informed me of another late fee for another charge that I shouldn't have gotten & she could not explain to me why I am getting the charge, nor could she explain to me why I never received a bill for itShe also told me that she didn't know why the representative I spoke to on Dec2016, told me I would be getting a refund because a refund isn't sent unless it is released in the system to send & that there was no refund released on my accountHad I not contacted the Revdex.com I would not have received my refund & I would have had to deal with them about the refundI was told when I signed up for service that if I paid a year in full that I would receive no other charges throughout the yearThe office manager said that that should have been flagged on my account the first time I called to complain about the additional chargeI told her "no, indeed it should have been flagged on my account when I set the account up since that is what I was toldI should never had had to call to complain in the first place" No one knows what is going on with anyone's accountsIt is ridiculous the amount of time I have spent on the phone with this company just to pay a yearly bill then dispute charges that I shouldn't be getting charged and dispute the late fees

It is accurate that an erroneous charge, in the amount of $30.75, was applied to this customer's account. The appropriate credit was, subsequently, applied to their account. Additionally, late fees (in the amount of $60.00) accumulated, as a result of the erroneous charge. The
credit for those fees has been applied, as well. Attached is a copy of the customer's account balance. There is a credit balance of -$

Account has been closed per the customer request and trash container removedOpen balance on account has also been credited

To whom this may concern:I have attempted to contact this customer both yesterday and today and left messages for him to contact me both timesI still have yet to receive a call backI am showing that the customer's container was delivered on 10/13/15.Thanks,*** ***Customer Service
Supervisor

Republic services responded to this complaint by crediting back by my credit card for the $in question
However, things went downhill from thereI turned off auto billing and cancelled my service prior to any more money being due to themThe proceeded to bill my credit card anywayI called and they credited back my credit card againShe was unable to explain why I was billed when the account was shut down and I therefore owed nothing, or how my credit card was billed when I had taken the extra step of turning off auto paymentShe removed my credit card information to make sure it could not be charged again without my authorizationI then got an email bill for $I owe them nothing and don’t even get service from them any longerI then received an automated collection call from themIt seems that while they credited my credit card of the initial $they didn’t really take it off of my account with them, and have since added additional charges for service I did not receive or requestI would like a the balance cleared from the internal accountI would like them to make 100% certain that they never impact my credit file with their claims of an owed balance, because them I’m going to have to go further than a Revdex.com complaintI would like to never get a bill or collection call from themI would like a letter both emailed and snail mailed indicating that I owe them nothing.Thank you,*** ***

At the time the service was missed our pick up day was still FridayIt did not change until the first week of DecemberAlso no one came back and picked up the trash as stated by the trash companyAnd it wasn’t just my trash it was everyone’s on my road

Republic Services places the highest value on each of
our customers, and we take their concerns very seriously as we look to
consistently provide the highest level of service. This customer’s
service day for trash collection is on a schedule for every other Friday.
In the month of
November, trash was collected for this customer on the 6th and the 20th. November 27th, therefore,
represents a Friday during their ‘off-week,’ when trash is not collected.
In reviewing this complaint, we have found the following; it was triggered by
the customer’s perception that their trash should have been picked up on
Friday, November 27th. At the time they placed the phone call
on Monday, November 30th, our Customer Service Representative should
have clearly reviewed and communicated these details surrounding their
scheduled service days. In that conversation, our representative should
have communicated to the customer that they were picked up as scheduled on
November 20th (Friday of the
week prior) and that their next scheduled day of trash service would be on
Friday, December 4th. Had this communication been clear at the
time of this phone call, we feel it would have resolved our customer’s
concerns. It is our opinion that the communication to our customer was not satisfactory,
due to the customer calling back days later on Wednesday, December 2nd,
and again stating that the trash had not been collected. During
this second phone call, we missed a second opportunity to review dates of past
and future trash collection dates with our customer. It appears, instead,
that we failed to properly review the account or set correct expectations for
when we would be delivering service. We understand how frustrating this
situation must have been for this valued customer. We failed to set
proper expectations and communicate clearly. Once expectations were set
that we would be there to pick up the trash, we should have followed through
regardless of whether it was their scheduled service day or not. We have attempted to contact the customer by phone and have left messages with
the direct line to the customer service manager in the hopes to discuss the situation
in further detailWe have extended our sincerest apologies for not
communicating properly, and for not following through on some expectations that
were set. As a goodwill gesture, we have applied a credit for two free
months of service in the hopes to reflect how important we take our commitment
to our customers. - Republic Services, Western Oregon

All we can offer right now is a scre** print of the credit approved by the Controller: Custome* *** *** */O *** *** 477-3530 Origin C *** *** *** LOS ANGELES, CA *** Serv# CLO Code: Description CR-Date Time PTY Subject 19543 ADCR AD - CREDIT ADJ 16 15:N CREDIT $4033.86 Original Service Code ADCR Recorded: VARELGI Service Text site group gardena credit rate diff for price increase, per sa has pi cap and 1/31/- 12/31/We increased higher that contract credit needed for over charges: *** *** $4033.86 Gina TCD **need controllers approval** Frwd to David y** copy of sa and excel breakdown for apprvl Route: Scheduled Completion Date: 16 Truck Employee: Chargeable(Y/N) Sales Rep *** V*** GINA Escalation: