Republic Services, Inc.

The customers information was not handled properly through a new process.  The cart was replaced today and will contact the...

customer to offer apologies.

A credit for the Service Interruprtion fee of $35 was issued to the customer's account as was a credit of $100 for the non-scheduled pick-up that was scheduled.  There was confusion on a payment that had been applied to the wrong invoice and was reversed off and then applied to the correct...

invoice.  I attempted to contact the customer by phone and was only able to leave a message.  I sent a detailed e-mailed to the customer explaining what I had done.

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.

Regards,

[redacted] I WOULD LIKE FOR THIS COMPANY TO SHOW ME HOW YOU CAN INFLATE A BILL OVER THAT SHORT AMOUNT OF TIME AND CHARGE ALL THESE OTHER FEES I PAID THIS BILL ONLY BECAUSE MY CREDIT IS IN GOOD STANDING, AMD I WOULD LIKE TO KEEP IT THAT WAY. I IN KNOW WAY NEGELECTED THIS BILL ON PURPOSE,I  WOULD LIKE TO KNOW WHAT OTHER FEES ARE BIENG ADDED TO THIS BILL

We reduced the rate back to the agreed upon number and added credits to the account to remove the disputed...

price increase balance. The sales rep Levonzia sent a recap email to the customer with specific dollar amounts on 9/15, and asked for a return confirmation of receipt and acceptance.  We tried to follow up with the customer today 9/16 but was informed she would not be back in the office until 9/19.

Credits for unused service are pending and are scheduled to be posted by end of the month. Once posted, the refund will then be processed by accounts payable. Refund will be for service for the month of May, as customer was only paid through the end of May. June 15 on the original invoice was the...

payment due date.

Customer has been serviced as of July 9, 2015.  Supervisor visited site to verify and spoke with the customer on the phone same day and she was satisfied.  Manager also called today and left message stating if she had any further concerns to contact me directly.[redacted]

I have reviewed the resposnse and I would like to have the balanced brought to $0. We have been trying to contact the sales person [redacted] for months and he has not returned our call. If it was up to us the cans would have been removed on 1/1/15. Not will to pay for service after that date. We were will to keep the service if they worked with the price. They did not return  our calls forced to move with cheaper company.  

Regards,

Customer was contacted back (spoke with Mrs [redacted], who was aware of situation) and reassured that the balance will be zero and customer will receive no other correspondences other than a confirmation of resolution  from manager ([redacted] ). We apologized for the confusion and...

the letters and welcomed the customer back if she decided to give us another try .

Since the customer’s rebuttal included different information than the original issue, I called to verify that we understood each other. I reiterated that he was “grandfathered” in to the unlimited bags program and while that is not an option for new customers, he was still able to use that program as an existing customer. I also restated that he had the option to change service levels and pricing at any time, but had not called to do so.  He then informed me that, some time ago, he had placed extra bags out and we did not pick them up. I asked if he had called to let us know, so we could have rectified the issue by sending the truck back. His response was “no”. I apologized for our error and explained that we could not correct an issue we were not informed of. At that time, the customer ended the call. It seems the customer was originally trying to lower his rate. When he called in as a “new customer” and inquired about unlimited bag service pricing, he was correctly informed that we no longer offer that service to new customers. I believe he assumed that we discontinued that service for existing customers as well, and therefore felt we over charged him. He was still able to use that service and if there was problem with extra bags being missed, we could have sent a truck back for pick up, if we had known. I cannot refund the customer for 3 years of unlimited service, since his service level did not change and he was able to place out as many bags as he needed during that time. However, I will credit $5 for the partial miss of extra bags. The refund will be processed in 8-10 business days.

How is it that you completely omit the fact that your employees tore my trash bag open and threw its contents out on the lawn and then left!!! If you wanted to be professional about the whole ordeal then you wold have called me the day when the trash was to be picked up to simply let me know you were unable to pick up that type pf trash! But you didn't call to let me know anything, instead apparently you allowed your employees to do whatever they please like a bunch of pigs! And this morning yet again I found my trash bag to be torn open whenever I was informed by a supervisor THAT YOUR ARE STRICTLY NOT ALLOWED TO DO THAT! And to your complaint about construction debris. Really? I've seen you time and time pick up the same stuff from surrounding neighbors, old wooden doors, large pieces of rolled up carpet, and large bags full of who knows what. Did your employees tear their bags open to check the contents?  No they didnt they simply picked up their trash and went on their way. I should have informed the police the day your employees decided to rip open my trash because then you would never repeat the same mistake again.
 
You're employees are not to EVER RIP ANYONES TRASH OPEN! Would it be ok if I would go to their homes and do the same? And then throw the trash contents out across the lawn?
 
Ive never dealt with a more unprofessional business, that changes their rules whenever they please to suit themselves. What your employees did was illegal. No excuses.

[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,

The attached correspondence was drafted by the Sales Representative who is assigned to this account.

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 company has not addressed the additional rolloff charges or provided a proposed action.  We agree with the response and the timeline with a few exceptions that we have addressed below.We were in touch with the company sales person as well as the billing department about credits to be issued for rolloff pickups that were missed.  No mention about pricing occurred.  On July 7, 2014 we received a voicemail from the sales person.  She stated that the credits discussed were approved and that we also needed to talk about pricing.  We attached a copy of this first voicemail.On July 22, 2014 the invoice dated July 20, 2014 was received.  This invoice was paid on August 5, 2014.  We have attached this invoice and check statement.On July 24, 2014 we received a faxed price quote with the new charges.  I called the sales person and said that I would not agree to the charges and wanted to get other quotes.  She said that we were not under contract and would be able to get quotes.   We would have the opportunity to find another contractor if necessary to get consistent fees for the remainder of 2014.  We received 6 fair price quotes from other companies in the beginning of August.  We were paid through August 31, 2014 so would need to make a decision soon.On or around August 20, 2014 we contacted our sales person and said that we were ending the rolloff service but would still continue the 4 yard container to at least give some business to Republic.  After this time additional rolloff charges have been added to the September and October Invoices.As a proposed action, I would suggest to have these rolloff charges removed and the account closed out.     

Regards,[redacted]

The business unit will close out account and credit any outstanding invoices.  The customer [redacted] has an active agreement with Republic Services and has tried several times prior to break the existing contract.  Container was removed in error and when tried to return was...

turned away due to space at the property.  due to error Republic Services will remove charges and current contract and clean the accounts balance.  [redacted] is free of any contactual obligations as of 12/1/14 and past balances.  [redacted]

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.Ms. [redacted],I have been home on recent occasions and have noticed that the color of the Republic Services Trucks are Blue; not the Green as reported to you.  I was home last Monday, the 15th of December, and was able to observe the Republic Services truck driving in our neighborhood; it was a Blue and White truck; not  the Green and white truck, with another companies logo (if they did not change the color scheme they did not take off the other companies business logo) as their corp office had told you.   I guess they will say that it was a one time event.  For me, their credibilty is shot and other potential customers need to know this as they can make a better informed decision as to do business with this company.  Perhaps, there are other complaints that may come forward. That is what the Revdex.com is about. [redacted] Regards,[redacted]

I have been getting service at this address for over 10 years without this being an issue. I understand in winter storms with an unplowed road that there may be a safety issue, however, there is no reason the truck shouldn't be able to navigate the road when it is plowed when virtually every other vehicle has no issue. 
I am not walking my garbage carts 1/4 mile in winter months in order to get picked up.  I will be cancelling my service if that is the case.

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,

This company, a refuse collection company, has repeatedly, 4 times in several years not picked up our garbage. This is their job, we get varied excuses for non performance. Under BFI they would deduct the weeks payment. Republic Services not only doesn't offer to reduce the bill for non performance they then wish to charge more for excess garbage the following week. You pay and move before the 3 month pay period is up and they keep your money for non performance. We have no choice in providers. A truly shoddy business in many respects.

I have been forced to stay as a customer with this awful company, Republic services of contra Costa county - sanitation/garbage removal, due to their monopoly and solo contract with city of walnut creek.

In 7 months, there have been numerous problems, from missing their ecommitments (multiple times) to deliver new trash cans in the beginning to missing trash pickup service randomly. It appears its left even upto the drivers to decide which trash can to pick or leave and these people abuse it to max!!

So frustrated with them missing pickups and not being able to do anything as their customer service does not respond to take any actions and since it's the only "choice" we have, we are stuck!!

City of walnut creek needs to re-evaluate their contract and hire a consumer focus company which respects its customers!

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 2 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 detail. We 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