Republic Services, Inc.

I have attached the Customer service notes

from the [redacted] Account. Please take a look at the notes. We serviced

the location as a commercial account until the...

request to change to residential

service was quoted as per the notes. All due credits have been posted to the

account.

If the customer would like to resume service I would offer to

waive the delivery fee and 1 quarter of service at no charge.

Please let me know if you need any further

information.

Thank you

[redacted]Republic Services of Western Indiana

The customer's account was credited the $40.00 per our discussion.  The credit was processed on 7/8/15.  It was stated to the customer that we could not cut a check for the amount but credit the account.  The customer refused the first resolution then on 7/1/15 accepted the...

resolution of $40.00 to be credited to her account.  Nothing further will be credited.

With regards to this specific complaint.

In order to better serve our valued customers we changed several customer’s...

service days in August. Unfortunately this stop did not get properly recorded and we did not pick up the trash the first week on schedule. Once the customer notified us of the issue we did pick up the trash immediately.

The customer then must have expressed a desire to cancel service, which has to go through customer service. We recently received that request and have scheduled to remove her toter on09/16/2014.

We have over 30,000 customers and we value them all very much.

I personally apologize for the mistake and I will use this information to help improve the way we service our customers.

Thank you very much for the feedback. 

Additional information:

I spoke to the customer on the telephone and she was very reasonable and understanding of our mistake.

We picked up her toter on 9/13/14.

I also thanked her for her feedback.

 

Sincerely,

 

[redacted]  |  Operations Manager  |[redacted],[redacted]

InfoPro Advocate

Our Operations Manager, [redacted] has spoken with this Brockton resident as a follow up to his complaint.  The resident stated that he hired someone to clean up the yard waste that was missed.  Unfortunately, he does not have any receipts for this expense.  Greg confirmed with...

him that he has had no recent issues and pick ups have been on schedule.

[redacted] will follow up again with customer this week for resolution of this issues

As a company we worked to meet the needs of this customer.  According to the service agreement the customer agrees to provide clear access to the containers at all times.  This customer could not provide that and was only allowing a small window of service each pickup day.  We unfortunately could not meet that small window of opportunity.  We did our best to service the account and abide by what we agreed to.  The customer has decided that they were not willing to provide access outside that window.  Even though there is a valid service agreement in place we have allowed the customer to seek services elsewhere.  The account has been closed and we provided an early release from their service agreement.  Thank you.  [redacted]Sales Manager

[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.

Regards,

Customer Service Manager called customer twice and got a voice message both times but went ahead and left a message that  a credit of $18.47 for two weeks of recycle service will be posted to their account for any inconvenience Republic Services may have caused.

[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.

Regards,

I called and spoke to [redacted] today on 7/17/2015 at 1:44pm. We discussed the account in detail and she was informed I'd work to get her account corrected and the containers removed. I was able to have the charges reversed, because we should be able to still retrieve our containers. She was...

called back again today at 2:44pm, but I had to leave a message informing her of the charge reversal, and that I reached out to her prior landlord to get removal set up etc. I also apologized to her for the inconvenience and I left her my direct contact number to call me back should she have any further questions.

Republic Services does not require contracts for residential services.  Delivery and removal fees are charged to all customers.  This cost is charged to refurbish the container after customer usage. All containers when removed are power washed and wheels and lid are...

replaced with new equipment. These fees are assessed by all residential customers.  The charge is $25.00 per container.  Mr. [redacted] was originally charged $50.00 for the removal of his recycle bin and trash container.  That fee has since been cut in half and we are now requesting a payment of $25.00.

I had a discussion with [redacted] in reference to the account.  There is a current service agreement in place.  [redacted] spoke with a competitor to sign up for services and competitor convinced [redacted] that they would cancel his services for him.  We never received notification from the little league or a 3rd party.  We also only allow our services to be cancelled by our own customers.  We cannot provide customer information or allow a stranger or 3rd party to cancel an account.  This is common for many companies to only allow customers to shut down their own account.  Having someone who is not associated with that company or account is rarely accepted for cancellation requests even when they arrive.  When I discussed this with [redacted] I explained the situation.  I also mentioned that we will allow the little league to break the contract without penalty.  I had asked that only $379.45 be paid out of the current balance of $803.24.  This was for service charges that we billed for before being notified of any cancellation.  To break a contract normally there are cancellation fees.  We have waived our right to those damages.  We have also stopped invoicing the account despite having an agreement in place.  [redacted] stated he would review with the board and call me back once he had done so.  I have yet to hear back from [redacted] on this, but apparently he had additional communication with the Revdex.com. I have left another message to review the resolution with [redacted] in hopes that I will receive a return phone call.   We are still eager to resolve the issue fairly.Thank you.[redacted]Sales Manager

[redacted], I'm sorry for the loss of your husband and sincerely apologize for the embarrassment experienced as a result of our service failure.  We take pride in providing quality service and have definitely failed you.  Your heavy trash day was listed as the 3rd...

Monday of each month and your mattress should have been hauled as scheduled that day.  Regarding your cancellation request, our policy (documented on the back of the invoice) states we do not pro rate invoices, however our customer service representatives have the authority to make exceptions when necessary to satisfy the customer. I apologize you did not experience this.  At the time of cancellation, the representative should have communicated the removal fee associated with removing the container.  A credit has been applied to your account for the removal fee and all associated fees/taxes, clearing out the current charges on the March 20 invoice.   As a goodwill gesture, for the embarrassment and inconvenience you suffered at such a difficult time in your life, I've also credited your account for the 18 days of service in February.  Tonight, once the credits are applied, your account will be at zero balance with nothing else due.  Again, I'm sorry for the level customer of service you experienced and can assure you this is not our standard.  I hope you will reconsider and remain a customer of Republic Services. Thank you, [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.

Regards,

[redacted] Hello Revdex.comYes they approached us with lower monthly charges $459.03 vs $726.07 - with difference of $267.04.  Right now we are paying to another company with exactly same service $245- per month.  My question is why did they keep  increasing price upto 325%. I have paid from 2006 to 2015 $43,048.09 In my opinion I would feel that they should refund the excess amount charged to us to close the case. [redacted]

[redacted]

I received a bill from Republic Services and they have removed me from collections.  This bill will be paid before 9/1/16.  I appreciate Minerva and her excellent customer service.

Regards,

We will credit the balance off per Felton Division Manager; She was not billed for March and it was not written off so there is no way it will affect her customers credit score.
She can disregard letter.

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]

Dear Ms[redacted],
Thanks for your feedback.  I have entered a credit on your account for the removal fee.
 
Please let us know if you need further assistance.
 
Sincerely,
Republic Services

This customer was notified by mail that we would be ending hermonthly commercial service effective December 1st. This cancellationwas the best way to alleviate the hazardous situation for our collectionvehicles. The container is serviced on the customer’s property but there is...

notadequate approach or egress avenues for this to be done safely. Our conversionfrom rear-load to front-load service has only exacerbated this safety hazardwith the use of larger collection vehicles.   As far as the customer raising the issue of missed service- inany type of inclement weather conditions we are unable to service thiscontainer. Again this is a once a month service and all records I have reviewedand my conversations with the Operations Staff indicate the container has beenserviced monthly- however there may have been some delays/day changes  dueto weather in which we make attempt to contact our rural customers to notifythem.    [redacted] account was closed as of November 30th,so there will be no invoice for December and there is a $90 deposit that shecan expect to be returned or if she would prefer the November amount due can bededucted and the remaining balance returned. I have made several attempts to contact [redacted] withoutsuccess. The phone number indicated on the account does not have a voice mailset up either.   This is a basic over view of the issues [redacted] has raised. I have made an effort to address each in the best waypossible. I will provide any additional information needed and if through thisprocess we obtain a better contact phone number I will speak to [redacted]directly to discuss this matter.

Please accept our apology for the miscommunication from our customer service representatives and the delay in getting this resolved.  Your servicing division has agreed to waive the prior write off amount and your account has been set up today.  Your account number is...

[redacted].  Your service days are Monday and Thursday so you can expect your trash to be serviced as normal starting Monday May 16th.

December 19, 2014Revdex.comComplaint ID# [redacted]To whom it may concern,A call was received from [redacted] on Monday 12/17/14 and Tuesday12/18/14 regarding a missed pickup. [redacted] was a former...

customer with [redacted] which we purchased throughan acquisition on February 28, 2014. Aswith any acquisition changes are expected. On November 20, 2014 former [redacted] customers were notified viaa letter regarding upcoming changes to their service. We again notifiedcustomers on December 1,2014, via postcard of their new service day. [redacted] acknowledged that she received communication, however is unwillingto place the trash cart at the end of the driveway. Do to the nature of our new equipment, we no longer have the ability toperform driveway service. Our equipmentis no longer a rearload truck, which the customer was accustomed to, rather atruck with an automated sidearm. As far as a call back from a Supervisor, none was requested. [redacted],Operations Supervisor, receiveda voicemail left by [redacted] demanding her trash be serviced at her home until theend of the year, if there were any questions to call her. No return call wasrequested. This voicemail has been saved in an archivedfile. Resolution, trash will be serviced as long as it is at roadside. If customerstill refuses to use trash cartat the end of the drive, we will change the cancellation date to 12/17/14 andrefund the overpayment. A copy of the service change letter along with our call log from 12/17/14 and12/18/14 has been attached.If the customer wishes to have the cancellation date changed and refund sent pleaselet us know. Thank you,[redacted]Customer Service Supervisor