Nikz At The Top

As compensation for any inconvenience our delay in pick up has created, we will be providing this resident with City of Brockton Trash bags (a $value) as a courtesy at no charge. These will be dropped off by Asim Baig, our Operations Supervisor covering Brockton by Friday 11/13/15. In addition, we will reach out to our contact at the City of Brockton to discuss any special consideration regarding the potential $fine this resident mentioned in his initial discussions with our Operations Manager, *** ***

I apologize for the delays in serviceI am looking into and expect to have picked up today Rick V*** GM

Good afternoon, We have researched this account and will be issuing a credit to this customer. Their account is clear of any outstanding balances and we have notified the customer via email of the credit. Thanks,Craig M***General ManagerRepublic Services - Fort Worth

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for
the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

My parents, *** and *** ***, are the account holders and they would have been he ones to call into your customer serviceI was filing this claim on their behalfIf you don’t show any calls or notes from your reps then is definitely a mistakeI do not have any dates, but my mother has called at least twiceIn addition, we have never received any automated calls or messages from your company when you could not make a scheduled pickupYou listed three dates in which your drivers listed our roads as impassable, but as I mentioned in my original complaint, we have only had our trash picked up three times in the last nine weeksOn most of these days, the roads were hardly impassable as we had less than an inch of snow

I receive residential service in Morgantown, WVThe address for Republic is the corporate office for the region where I reside

I spoke to *** *** *** *** this morning and confirmed the account being closed and that she does not have any outstanding balance due. She has my direct line in case she needs to get in contact with anyone

I believe this message is prior to having the issue completely resolved.   With the help of our operations staff,  who is asking CGS to call us each week when they pick up this stop,  she is now getting the service each week.  She also thanked us all again for ensuring she receives excellent service and will call me if any other issues arise. - Laura M[redacted]

Even after speaking with someone from Republic Services, no concrete resolution was offered.  Additionally, they could not explain why my trash is not being picked up while all my neighbors trash is being picked up.   They defend the drivers who neglect to provide the service I am paying for.  Their only comment was that they don't understand why it's happening which is not a resolution.  Without a resolution to these  three incidents, they will keep recurring and I will be required to keep paying for the service for which they will not provide consistent, dependable, weekly trash collection.  This recent incident occurred 12/6/16 and I was not contacted by the business until 7 days later.  I called their customer service twice and requested to speak to someone immediately and both times the customer service clerks told me that someone would call me within 24 hours, which never happened.   There was no apology for this either.  I don't know how this company stays in business with such deplorable service and mistreatment to the paying residents.

that’s not acceptable.  I spent hours on the phone.  I was ignored by management. Even told by one rep that the supervisor has a choice to take a call and my problem wasn’t important enough apparently.  I was lied to repeatedly with reps telling me I would get calls back.  And service the next day.  Which no of which happened. My time is valuable and I wish you be compensated for it.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me as long as it can be guaranteed I will not receive any additional calls or reports to my credit regarding the erroneous [redacted] account. One point of contention which may be insignificant at this point in time is that the company mentions the current account [redacted], which I looked into and they are 100% correct that the payment method did indeed need updated by me, which has been done. However, the collection call I received (from an actual external debt collection agency, not internal to Republic) specifically referenced the account related to [redacted]. I have done my part of updating the payment method for the account [redacted] and as long as Republic does their part to cease the collections of the erroneous [redacted] account, we can consider this matter resolved.
Regards,
[redacted]

After speaking to Ms. [redacted] the actual dollar amount that she requested for credit was incorrect. I involved the billing dept. and Sales team along with Ms. [redacted] to discuss and agree upon the desired credit. The credit was processed on Thursday 9/22 and I approved. we consider the matter resolved.

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]k

I have reviewed the account and have added credit for the 2017 yard waste that was missing. I will have the $35.13 refunded as soon as all the credits post to the account. I anticipate the check can be sent out 7/14 at the latest. (This would be 30 days from the payment date) I have added credits on the account to offset any Yard waste, removal or late fees.  This account is closed and has not been reported to any collection agency or to any credit bureaus.   Thank you, Marsha  Operations Clerk

I spoke with Ms. [redacted] and explained that there was an intent to lien notice that was mailed to her address, I verified the mailing with her and she stated that it was correct. However she said she did not receive the notice. She went on line to make her payment on 12/3/16 and her bill was $254.33...

she said she saw the charges on her bill but thought that release meant that the lien was released. I explained to her that all charges combined together equaled the amount of the bill of $254.33. The customer continued to insist that it was Republic Services fault that she did not receive the notice although I explained that we keep track of all mail that is returned. As a resolution to the matter I told her I would credit her the release fee if she paid the filing fee. Ms. [redacted] was satisfied with the outcome of the matter.

Revdex.com:
I have reviewed the response made...

by the business in reference to complaint ID [redacted], and find that this resolution unresolved completely.  I would rather wait until the business follow through on their promise.  The trash can was placed in front of the house before this time and the business still failed to pick up the brush.  I was given assurances by the supervisor to pick up the brush tomorrow.  He also asked me to save his cell phone just in case if this happens in the future.  I was hoping that the business would reimburse me the brush monthly fee since the brush wasn't picked up on time.   I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Revdex.com complaint ID# [redacted]      Our team has investigated this situation concerning ID#[redacted] and the client’s complaint on Billing or Collection Issues for accoun[redacted]   When Steve emailed Republic Services on 12/7/16 requesting to cancel service or let him know if...

we could provide other options for him because he was having financial difficulty, Customer Service called him as requested. We left a voicemail with detail that we can accept a postdated payment, set service on a seasonal hold, or cancel his service, but that he would need to speak with a CSR of our company and to please return the call. The customer called back the same day. He agreed to make a postdated payment of $26 for the service that was received in November of 2016. The customer also agreed to be placed on a seasonal hold (the customer is taken off of the route sheet and not billed for a set amount of time). The account was noted that the seasonal hold would be from 12/5/16 to 2/6/17. We also waived an administrative fee and a late fee as a courtesy to the customer at this time. On 12/14/16, a service interruption was assessed in error because the account was set to be interrupted before the postdated payment was taken. This prompted for a notice to be mailed out and a $35 fee assessed. However, on 12/21/16, this was corrected and Republic Services waived the fee. On 1/3/17, the customer called back in and extended the seasonal hold until 4/3/17. This was set up on the account. On 03/27/17, Mr. [redacted] called into Republic Services again requesting that the account have the Seasonal hold extended until 9/18/17. Republic Services standard for seasonal holds is no more than 180 days, however, we value the relationships have with our customers and we did extend this as a courtesy to him. The account automatically went back to an active status on 9/18/17 because Mr. [redacted] did not contact us to cancel the service or extend the hold. We were never made aware that the customer had started service with a competitor until he called on 10/18/17. This account has been closed effective 10/18/2017 and is pending credits for partial billing cycle that was not used. Below is the information on canceling accounts that is printed on Republic Services invoices and shows that closing the account in the middle of the cycle was done as a courtesy to the customer because of any misunderstanding that may have happened during the multiple phone calls over the course of the last year.   Cancellation & Payment Policy Unless prohibited by applicable law, regulation, or franchise or other agreement: (1) we reserve the right to require that payment for services be made only by check, credit card or money order; and (2) if service is canceled during a billing cycle, you will remain responsible for all charges, fees and taxes through the end of the billing cycle. You will not be entitled to proration of billing or a refund for the period between the notice of termination and the end of the current billing cycle.   Republic Services takes any client complaints seriously and wants to try to resolve and do what’s right for the client. Therefore, we partially agree to the desired settlement of the original owed balance of $130.63 minus the pending credits. The customer’s account has credits pending for the remaining time of the billing cycle. Once those credits are complete, the amount owed for service from 9/18/17 to 10/18/17 will be $33.90. This amount is owed.     Thank you,   Lindsey P[redacted] Customer Service Consultant

[A default letter is provided here which indicates your acceptance of the business's response.  If you...

wish, you may update it before sending it.]
Revdex.com:
Republic Services left me a voice mail message saying they were in fact wrong to charge me for additional trash collection and associated fees. They claim to be resolving the matter. I will wait for written confirmation that my account balance with them is zero and check my credit reports to make sure the account in collection has been removed without a trace, before I consider this matter resolved
It is unfortunate I have had to waste so much of my time to resolve Republic Service's mistake, and they lost me as a customer as a result of this. If the customer service representative I spoke with when I pointed out the problem to them was polite and believed what I told her, rather than insinuating I was lying, this could have been resolved and I would have remained their customer. Thank you for the help, Revdex.com.

I was asking for acknowledgement that I am fully paid up until 12/31/2019 as was told to me by the Customer Service Supervisor, Jarren W[redacted], in his email to me on 2/16/18.  I do not want to have to go through this every quarter for the next two years.  [redacted]

I have had problems with this driver before. He has gone as far as...

calling me a liar which cost me as a customer. Their local customer service is always rude and say that the issues will be handled but they never are. I was told that this particular driver has been driving this route for a very long time and is very experienced, therefore they choose him and his word over mine.