Republic Services, Inc.

Republic Services is by far the most reprehensible company you could possibly do business with. They have charged me in error on multiple occasions, refused to refund me on occasion (instead issuing account credits which in turn cannot be refunded in the event of account termination), when they do refund me it takes 4-6 weeks, and they charge for the entire quarter even after cancelling services. As if that wasn't enough, they have raised my rates without notice by as much as 50% quarter-to-quarter.

In this day and age of customer service, please do not give your business to a company that so clearly cares nothing for its customers.

We have reviewed this case and found out that this customer was on service interruption, when the overpayment took place on 8/30/16. Customer was interrupted for missing a payment for...

inv # [redacted] (June, July and August - due date 6/15/16). We requested a refund for the difference right away, however in a mean time a new invoice happened to be created (inv # [redacted] for October, November and December - due date 10/15/16.) Our system automatically applied payment to said invoice. On 9/20/16 customer was advised of the situation and offered a free month and two bulk coupons (value of $100.00) for the inconvenience caused. Customer was irate and rejected our offer demanding the entire refund right away in spite of the fact that this would leave the new invoice unpaid and a subject to late fees. Since this customer was on service interruption 27 times since 2009, we realized that this trend would most likely continue and decided to part ways with the client.  Customer will be refunded for October, November and December - the amount of $88.94. This refund will be processed on October 12th, 2016 and we will make sure it is sent to customer right away.

I spoke with Mr. [redacted] on 06/16/15. I apologized that his concern was not addressed when he contacted us today.I stated that I can understand his being in a hurry while at work and then waiting to receive a statement from us before contacting us. I advised him I would remove the charges and bring...

his balance to zero. We spoke briefly about the tone of the letter he had received. Mr. [redacted] was satisfied with the actions taken to resolve his concern.

This company continually issues large price increases (15-25%) without reason. When contacted, they issue explanations such as annual increases or fuel costs (while fuel costs have decreased considerably during the past couple of years). Then once you cancel service, they want to charge you a prorated rate when they haven't provided any service. I would find another service.

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.

We have filed a previous complaint ID: [redacted] dated 04/28/2015the company un truthfully responded. We have canceled the service with the Republic services after we received irresponsible services and increase their prices. Since the first complaint we have agreed that the trash truck will come every Monday morning around 6:30 am to pick the trash, Due to the nature of our business ( Day Care Center) Last Monday the truck came around 4:30 pm (our security Camera will support our claim). The parking a lot was busy with the parents cars and the driver refused to pick our trash. The container became mountain of trash bags. We have tried to contact the company to come and pick up the trash and provide the service we will pay for it they refused. the issue involve the health issue to our children in addition to the business reputation. ask the company to be responsible and fulfill their contract

Regards,

2-17-2016...

Not accepting Republic Services Rationale for not removing the 6 bags of leaves and not refunding me monetarily for the unfinished work of the removal of bags. I, Rodney M[redacted] will not honor the irrational reason that Republic Services gave as it relates to refunding my 91.00 for services not rendered. I complained for the past 3 weeks about my 6 bags of leaves not being picked up by an incompetent employee over a 2 week period and there was nothing done to rectify the problem. Republic services tried to get more money from me rather than remove the maximum 3 bags of leaves X 2 week equaling 6 bags and to this date, they have still not removed these bags of leaves. They need to compensate me by refunding me $5.00 per bag times 6 totaling an additional $30, that they did not pick up as I have documented. The bags of leaves are still on the grassy strip outside of my house as proof they refused to remove the six bags of leaves. I will continue to expose Republic Services and its subsidiary garbage companies via social media and via the news media to cause a greater financial impact that the 6 bags of leaves they refused to remove from my lawn.   Rodney M[redacted]

[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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I received this on Monday 9/19/2016. I immediately called the customer and left her a very detailed voice mail. I have not gotten a phone call back. However, I totally understand her frustration. The invoice should have reflected only the amount owed after it was deducted from the deposit, plus...

or minus. I would be very happy to make sure that this is taken care of if the customer would call me back.

I had a really bad experience with a local representative. Not going to go into it but it made me pretty frustrated. I requested a regional manager contact info from someone else to just let them know what was going on. The manager actually called me back and had his whole office group there listening as I explained what happened. They listened, went over the top to make it up to me and promised to find out and solve the issue so no one else would have my experience.

Any and every company will have issue's but for once I felt this company or the local region in fort wayne did a really good job.

Diane,I am writing to you concerning ID#[redacted].This account has been cancelled and has a 0.00 balance. Icalled and spoke with Sondra to let her know. Sondra was satisfied with theresolution. Please let me know if you need anything further for thiscomplaint....

Sincerely,[redacted]

Thank you for contacting Republic Services,
 
Account [redacted] was given credit in June 2016 
INV  [redacted]       ...

5/16/16                         43.32                                    6/23/16      C/M      43.32-There is know balance due on this account. I will call our third party and let them know.
 
If you should have any more questions please feel free to call [redacted].
 
Thank you,
 
Republic Services of Ohio

Spoke with the customer on 3/23 and 3/24.  We did not receive a cancellation letter from a competitor, which is an uncommon business practice, to cancel the account.  We did decide, after speaking with the customer, that it would be best to remove the cans from the customer...

and close the account. On 3/24, we followed up with the customer to let him know that the cans were removed.

Customer was contacted, full refund issued.  Customer satisfied with resolution.

[redacted], please accept my apology for this misunderstanding.  I have researched your complaint and found that a credit of $30.00 was issued to your [redacted] on 04/01/2015, per your request.   I will personally speak with our customer service team to make certain...

that we communicate clearly and effectively to prevent these types of misunderstandings going forward.  Please feel free to reach out to me at [redacted] if you have any other issues.We value you as a customer of Republic Services and will continue to work hard to earn your loyalty.[redacted], Customer Service Supervisor.

We will credit the charges and stop collection efforts.

It was very nice of Republic to issue us a years credit, and I do appreciate it....

 However, we are part time residents and were never notified there was a mandatory trash ordinance in Clark County. I can see an ordinance like this being mandatory for full time residents but not part timers like myself who do not need the service and have to pay for something we will never use.The way Republic should have handled this situation would be to first notify the customers who did not have service of the mandatory service with a letter.  Then going forward start billing them.  To back bill a customer $427.86 for services never rendered is unlawful.  
I will not be happy with this unfair situation until the whole amount is refunded.  This Clark County ordinance needs to be revised for part time residents who don't need trash service.
Republic is a monopoly in Las Vegas.  Sad situation.

A credit has been issued to the account in the amount of $27.62 to clear the balance remaining on the account. Our apologies for the miscommunication regarding the cart fees.

I have not been able to reach them yet. I could not understand the message they left...

me, it was not audible.

We contacted [redacted] and attempted to negotiate the removals fees associated with our costs as a company to send a truck out to collect the containers. [redacted] very politely refused to pay any amount for the removal service. We apologized for his inconvenience of these charges and...

that we would provide him with a courtesy credit for the $66.94 invoiced to him for the removals of the containers.

I called the prior customer and left him a voice message with amicable resolution. He was also provided my direct number for a call back should he have any other questions, and or...

concerns.