Republic Services, Inc.

We have spoken with Mrs. [redacted] Our operations department has created an Outlook calendar reminder for dispatch, the operations manager and the route supervisor to follow up with her service for the next 10 weeks. We confirmed with her that her service is 1 time per week on Friday, not...

Tuesdays. She is satisfied with our response and plan.

Mrs. [redacted] is correct in that she did not receive service during the month of May. Although there is wording on our invoice that the entire quarter is paid in advance and is non-refundable, we make a practice of refunding for full months without service. She called on May 1 to close her...

account and returned our containers on May 4. Given that we did not pick up anything from her residence during the month of May, we will be glad to refund the $17.33. Notes have been entered to be able to process the refund, and she should be receiving a check in 3-4 weeks.Thank you,Carey L[redacted]Customer Service ManagerRepublic Services

I did talk to a rep on 5 Feb 2016 and was pleased that the charges for container removal and other erroneous charges were removed from my bill and that the balance was reduced to zero.  She did ask if there was 'anything else' and I responded no.  At the time I was very busy.
However, I initially called in December because they were not only charging me $6 per billing cycle for a recycling charge (since April 2015) but they were charging me for two recycle containers.  My contention is that recycling had always been included in the residential service and that this is a bogus charge.  Besides that I have only ever had one recycle (NOT 2) and one trash container.  The rep I talked to in December said she would try to get me a credit but could not guarantee it (which I found incredible).  They need to at least credit me for the overcharge for an extra recycle container but  I feel I should not have to pay for recycling at all since it had been included for years. 
 
I'm sorry if my failure to mention this to the rep on 5 Feb is an inconvenience for Republic but I can tell you the time I have wasted dealing with this issue has been a real pain in the rear end.  Live & learn.

We checked our customers account and [redacted] did leave a voice message today regarding recycling collection.  He was contacted back and we left a message.  We sent our supervisor to the location today, but there was nothing left out.  I did...

contact [redacted] today, explained that we would be able to return tomorrow to collect the cardboard.  I have scheduled the collection for Friday, May 22, 2015.  If you have any questions, please fee to contact me at ###-###-####.Thank you, [redacted]Allied Waste Services, Customer Service Supervisor

Upper Management responded to customer and apologized for all the inconveniences\frustration as well as a site visit to ensure follow up was completed.  Operations will pay special attention to this area to ensure all collection is done on schedule.

The said customer began service with us on July 30, 2015. At that time we were experiencing severe storms daily since the middle of July. Certain areas in Pasco County were flooded and county officials requested waste haulers to stop service for these areas. On August 6, 2015...

Pasco County issued a state of emergency.  On July 30, 2015 the customer contacted our office to report that his trash has not yet been picked-up. During that call the customer service representative advised the customer of the Pasco County road closures and we would return the route on July 31, 2015 to retrieve the trash as long as we could access the street safely.  On August 10, 2015 the route supervisor went to the customer’s house to retrieve the garbage. The route supervisor reported back to me that he had picked-up eight to ten bags which were saturated with rain water; however the two cans were left down because they were too heavy to lift due to being filled with rain water. I called the customer and made him aware of the situation and he agreed to lighten up the cans if I would have the contents picked up the following day. I agreed to return a truck the next day to retrieve the rest of the trash. At that time I made suggestions of how he can avoid his cans from filling up with rain water. The route supervisor returned on August 11, 2015 and was unable to pick-up the heavy cans again. He reported back to me stating, “I am at [redacted] it is 7:08 a.m., the trash cans have not been made lighter there is a new bag out I am taking that with me and leaving the rest down; it is the same as it was yesterday. I called the customer back leaving a voice message making him aware that the cans are still too heavy and to please contact our office to advise us that he has lightened the garbage cans for service.

Customer was contacted regarding the above complaint.  Customer stated satisfaction with recent service.  No further action at this time.  Advised customer of phone numbers to contact in the event of any further issues.

The first call from customer was received on 7/14 at 8:53 am stating bags were opened. Informed customer that we need to check trash to make sure we are not picking up excluded items per the contract with the municipality which includes construction debris, hazardous materials, automotive or...

machines parts,etc. Banned items for pickup per the State of Pennsylvania are televisions, computers, or any computer peripherals. So drivers check bags if they are heavy to make sure we are complying with state laws and our contract with the municipality. Driver was sent back by the supervisor on 7/14 for recovery but didn't take the trash as it was construction debris (ceiling tile). Customer called in again on 7/15 at 4:16 pm stating trash was still sitting and supervisor said it would be picked up. Note entered in system for supervisor and again response was construction debris.  On 7/18/16 at 8:20 am, customer called in stating the trash was still sitting and advised CSR that it was only wallpaper in bags even though we informed customer it was  reported as construction debris, tiles. A miss was entered for recovery and driver was sent to pickup. Photos were taken of ceiling tile (construction debris) in bags which are excluded items from our municipal contract. There were boxes of machine or automotive parts set out as well which are excluded items per our municipal contract. Customer called in on 7/19 at 8:36 am asking why trash was not picked up. CSR informed the customer that the bags contained construction debris and there were boxes of machine or automotive parts which are excluded items per our contract. Customer needs to remove the constructions debris from the bags for us to pick them up on the next service day. The machine / automotive parts we cannot pickup.

Route Supervisor has spoken with the customer and assured him that services would be provided as scheduled.

We

attempted to reach the customer and a voicemail was left and explained that the

situation was reviewed with internal resources and addressed with a high level

of severity in regards to call handling. We were unable to reach the customer;

however, I contacted the customer and left a voicemail...

apologizing for the manner

in which his call was handled when he contacted Republic Services the message

on the voicemail also stated Republic Services issued a $50 customer relation

credit, and to contact me on my direct line as soon as possible.

Thank you,

Republic Services Customer Service Supervisor

We had a route supervisor conduct a site visit to ensure this customer was taken care of. He spoke to her and it was confirmed that this was resolved awhile back and all containers were removed. I also did a follow up call and spoke to the cusotmer husband at 12:20pm today on 09/25/15 and he...

confirmed all was resolved on 9/17/15. He had me double check his account to see if there was a balance and we show the account at a zero balance. I apologized about the inconvience and he said everything worked out in the end.

We have contacted the customer and discussed the service complaint, the location has been placed on a hot stop sheet and the customer spoke to the route supervisor and a customer service supervisor.

[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.]

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 for the time. My recycling was once again not picked up yesterday and another call has been placed to the supervisor on this route. 

Regards,

[redacted]...

[redacted]

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,

Dear [redacted],I have researched your account to see what transpired and to confirm if there was anything that required our attention on your account.  The account that was referenced has always been under [redacted] however we did pull up the payment in question that was made for...

$80.92 and the payment references your name.  We also asked that the 3rd party company that Republic Services use to deliver/remove containers confirm if the container was removed from this property since our system still shows 1 can on site.  If the can was on site then it would delay the refund process.  However, the company confirmed that they did not see a container on site that belonged to Republic Services.  Based on those 2 findings we have processed the refund for $80.92 today which means it will generate on Thursday 9/18/14 and mail on 9/19/14.  We are having to do a manual refund since the name on account will be different then the name on refund check.  The check will be made payable to you.  You should have the refund as earliest as this weekend or as late as mid next week.  If you have not received the refund by Wednesday 9/24/14 please give me a call at [redacted] or you can reach me via email at [redacted] so I can research it.  Thank you for your patience and I apologize for any frustration that this matter has caused you.    Sincerely,[redacted]

They constantly raise prices and "environmental recovery" fees. Their rates are almost double what their competitor's rates are and when I canceled my service they charged me $50 for "container removal" and another $14.77 "Environmental Recovery" fee to pick up their trash can!

The worst service. Completely incompetent. If the city of plano didn't force me to use them I wouldn't.

Credit and Collections Specialist, Jennifer G[redacted] is working personally with Ms. [redacted] with the research of this payment. The $35 has been removed from the account; and the customer has their services resumed. Any further communication is being done with Jennifer and Ms. [redacted] Thank you.

Customer has been issued the refund.  We will check to see if cleared the bank.  Apologize for any inconvenience.

Saguaro or now Republic Removal does not have a good record of collecting my trash and/or recycling on time. One excuse given to me was that Snowbirds and arrived in town and they had new drivers. At 6:00 they quit. If they miss your trash pick-up too bad.

I just closed my account. Why. because they charge more than the other trash pick-up service in my area of the county, and the cost kept going up. They are very bad about giving a straight answer. When I first considered terminating I was told there was a $35 charge to pick up the containers. When I called today I was informed that not only was there the $35 fee but also an environmental and gas fee. SURPRISE. When I asked for the total cost I was told it would be about $50. I didn't want to be surprised again so I asked for the exact amount. Becky told me it would be $47.50. Since I don't trust this company I asked to speak to a supervisor. Brenda, the supervisor, told me It would cost $42.09. I am also supposed to get a refund of $88.27 in 4 to 6 weeks. Do I really expect I will get it. NOT.