Republic Services, Inc.

Dear Mr. [redacted],Thank you for notifying Republic Services with your concerns.When you called to cancel the service the removal for the carts was entered,that work order stays opened until the carts are removed. Once the carts areremoved the work order is closed and then...

the cart removal bills. In your casewhat happened was you received your final bill without that charge due to theremoval time of the carts. Mr. [redacted] as a courtesy to you we would be more thanhappy to waive this fee.  Thank you,[redacted]Customer Service Manager

spoke to [redacted] to inform him the check would be sent out on 4/20/16.  He should receive it on or about 4/27

[redacted] spoke to a customer service representative to cancel hisservice 9/5/14 effective 9/30/14. At that time the customer agreed to paya reduced charge for container removal and refurbishing of $10.00. Theinvoice was generated 10/15 and withdrawn from [redacted]’s account 11/4/14.[redacted] set up his automatic payment account and supplied his credit card information.The account was activated December 2012. The customer is responsible for closing his online bill payaccounts. This was not done by [redacted], causing the cart refubishing fee to be automaticallydrafted from his account. A credit has been processed in the overpayment of $7.51 and will be refunded in the form of a check.

Crediting the account for the balance of $134.08. The account has been closed. Leaving message for customer with the resolution.

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.My complaint is about a past breach of contract and is based on facts which [redacted] did not discuss in her response. While she is correct that (following my instructions from over 30 days ago) she has discontinued our service, that fact is irrelevant here. My decision to discontinue service is naturally parallel to my efforts to recover [redacted]/Republic's overcharges and notify other consumers of [redacted]/Republic's dishonest practices.My contract with [redacted]/Republic provides two mechanisms by which my invoice may change: (1) The Schedule of Charges is to reflect any changes (up or down) in the Consumer Price Index, and (2) Contractor may increase the unit price of collection service in an amount equal to increases in disposal costs. Please refer to the contract as presented to me by [redacted]/Republic ([redacted] and my transcription of the relevant sections ([redacted]. Mechanism (1) is described in the TERM section while mechanism (2) is under SANITARY LANDFILL COST INCREASES.Now here is a summary of the actual increases to our invoice over the past four years, as offered to me by [redacted] in an email dated 3 Nov 2014. The third column is from my records of what we have actually paid to [redacted]/Republic.Rate:          Effective Date:     Actual invoice:$178.70      10/01/14             $251.88$154.08      12/01/13             $218.89$136.35      2/01/13               $189.94$118.00      3/1/12                 $161.74$105.00      4/1/11                 $133.62Let's deal with mechanism (1) first. The CPI has risen by about 1%/year over the past four years. ([redacted].) This obviously does not explain either the 19%/year increase in the Rate column or the 23%/year increase in the actual invoice. (Over the entire period that I use, Sept 2010 - Nov 2014, the invoice growth rate is actually 24.7%/year.)Now mechanism (2). When I asked [redacted] to explain the increase in my invoice, she wrote (in the same email): "The reason that the overall cost has been significant is due to the fact that the fuel and environmental fees is a percentage based off of your basic rates causing you to see the total cost increased at a higher margin." When I pointed out that fuel prices have been flat over the past four years and asked her to show me information about the "environmental fees," she referred me to [redacted] for diesel prices. The EIA data shows that diesel prices have risen by roughly 25% since Sept 2010. Because the fuel price is only a fraction on the invoice, the change in my invoice due to a 25% rise in fuel cost can only be a fraction of 25%. And yet my invoice has increased by 137%. Diesel prices therefore cannot be the explanation. And [redacted] made no further mention of environmental fees in response to my question. So I have seen no evidence that the exorbitant increases in our invoice are due to disposal costs, as [redacted] claimed. In fact, I believe her claim is simply false.This was later confirmed, when [redacted] offered me a new contract at a total invoice of $62.21. (See [redacted]) If our bill rose from $106 to $250 due to disposal costs, then those costs are at least $251-$106 = $145. So how could [redacted]/Republic possibly offer to continue my service for $62? They have effectively admitted that the increases in our invoices were not due to costs and therefore were not contractual.So my conclusion is that neither the increases in our "Rate" as reckoned by [redacted]/Republic, nor in my total invoice, are allowed by the contract.Therefore I believe my organization has been overcharged, from Sept 2010 to now, by [redacted]/Republic. I am seeking to recover the amount of this overcharge. I calculate that amount by starting with $106, which we agreed to pay, and increasing this by the prior-year CPI as time goes forward. I consider this to be the contractual price of their service over the past four years. I then subtract this from the amount we actually paid, and discount our payments at 5%/year for the time-value of the overcharge. This discounted difference, which I believe to be a fair accounting of our overpayment, comes to $3582.57. This number means [redacted] keeps roughly $110/month for their service over the past four years, a price which was already too high by about $50/month, based on [redacted]'s latest quote as well as three other quotes we have obtained. I believe this would be a fair resolution. For my records and calculations, please refer to RepublicServicesOverpayments.xls.Finally, I believe these deceptive practices, where unsuspecting customers are gouged without their knowledge and left with no way to recover their money, is an acknowledged part of the business of [redacted]/Republic. They have been sued for this in the past [redacted]), and the CEO of [redacted] remarked publicly, "One of the things that did help us, frankly, was the price of the - fuel price increases that allowed us to go to the customer and really begin to accelerate pricing in a meaningful way. I would say that the companies all used that as [their cover] to really begin the process of getting pricing moving," ([redacted]). This business practice of theirs is abusive and has personally cost me a large amount of time. Therefore I would seek an additional penalty of $1500 for my wasted time. And at a minimum, I hope that the Revdex.com will consider removing the accreditation that appears on the homepage of Republic Services.

Regards,[redacted]

Based on the on-scene investigation done, it was determined the line was lower than required by code. Wires sag over time or due to weather conditions. The type of truck used to service the location does not have equipment that extends above the truck, so the only way the truck could make contact with the wire is if it was low. The on-scene investigator reported that the tenant in the residence affected told him she saw the line snagged on the truck.
If the driver would have snagged the wires while dumping a container, Republic would have taken responsibility. In this case, the line owner, [redacted], is responsible for their line maintenance.
CCMSI does not have a recording of conversations with Mr. [redacted] and are not required to do so by law. Therefore we cannot comment on whether the CCMSI representative, Nancy D[redacted], was rude or not. The CCMSI file reflects the tenant told Nancy D[redacted] that she saw the line snagged on the truck, not any equipment extending from the truck. There was no recording of this conversation, so we cannot verify the allegation by Mr. [redacted].
CCMSI had contact with Mr. [redacted] in January 2016. He advised he no longer wished to communicate with CCMSI and that [redacted] and his insurance company took care of his damages. CCMSI terminated contact with Mr. [redacted].

According to our records, Marge [redacted] account [redacted] had service with us at [redacted] from October 10, 2012 to January 1, 2013. The first invoice was mailed on 10/20/12, and subsequent late notices mailed on 12/6/12 and 1/1/13. Final invoice after...

account was closed was mailed on 1/10/13. Account was sent to 3rd party collections on 4/15/13 for a balance of $71.40. Attached are the invoices from the account and an account statement showing the charges sent to collections.

Good Afternoon - I called and spoke to Mrs. [redacted] and apologized for the difficulty she had in securing the recycling bins and service. I also apologized for the way one of my CSR handled the call. The recycling bins will be delivered to the community office this Saturday by Supervisor Fred...

Glass. (This is done at the request of the community board members) - Mrs. [redacted] will be able to pick the bins up from there. I have given Mrs. [redacted] my direct contact information if she has any issues in the future. Mrs. [redacted] thanked me for calling and stated this could have all been avoided if someone would have called her and explained what was going on.   
Thank you,

Charlie B[redacted]
Business Unit Customer Service Supervisor

The credit has been processed to the customers account.  They will receive a refund in the mail in 7-10...

days.

We will credit the removal fee and this business will not receive anymore past due notices.

I have never had a trash company bill me just to pick up their own container after I cancelled their service. they started billing me before they even picked it up. unbelievable!!!

We are entering a manual credit for the $50.10 to take the account to a zero balance.  We will contact the customer to explain.  Between the card declining and unsuccesfful attempts to do a reversal, a debit memo was created that should have been credited off.

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.

This is to update you concerning this complaint. The issue seemed to be resolved when Republic offered to reduce rate to an acceptable level---which they did. Republic rep [redacted] also offered 3 free months of trash pickup to make up for the overcharges earlier this year. In actuality we were given just one free month. When Mr. [redacted] was asked about this, his explanation was that he had misspoken about the three months. Meanwhile we had signed a new contract on faith that his promises would be kept. All it would take for me to be happy would to be let out of this new contract---one that was based on a lie. I don't want to do business with a company that both cheats and lies.

Regards,

Issue was addressed with the operations supervisor. We are holding driver accountable for missed pickups. This should not be an issue going forward.

We are sorry that the owner of [redacted] feels this way regarding our service.  He contacted our office months ago regarding this matter and we offered several opportunities to try to maintain our business relationship.  He worked with two different members of the sales...

team and the sales manager; all offered solutions to the issue, including lowering the rate.  This account has now been closed upon his request.  I do not know what else we can do to satisfy the customer at this point, as he no longer desires to contract our service.

We

sincerely apologize for failing to pick up the trash on the scheduled pickup

day and subsequently failing to return when notified by Mr. [redacted]. The trash

has been removed from Mr. [redacted]’s residence on 12/14/15 and we have implemented

steps to ensure these issues get taken care of in a...

timelier manner in the

future.

The prior customer was contacted today on 10-13-16, and all his concerns were addressed. We came to an amicable resolution.

We have confirmed that there is no rental cart at this location and will be removing the charge from the customer's account, we will call the customer to advise of our findings and let them know about the removal of the charges.

VanderHaar Auto service will have their services canceled. Robert M. Commerical sales will call to schedule a pick up and close the account. The agreement clearly states the cancel letter must be sent certified, 60 days prior to the renewal effective date. This is to ensure it, the letter, was...

sent and received. Customer failed to do so, but Republic Services will cancel the agreement and remove receptacle .

While 6am is better than 4 or 5am, the majority of people are still sleeping at this time. For short periods of time I have noticed the trucks have come at or after 8am, and this time is acceptable.
Thank you.