Republic Services, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], the business did not try to contact me and I do not have any messages left by the business about this complaint.  I will wait until for the business to perform this action and call me to follow up.

Regards,

Our local Operations Manager responded to this complaint: 
I talked to Ms. [redacted]. Our driver has picked up her yard waste. She confirmed that the pick-up was complete. I told her that we will put her address on the hot list to make sure...

she is service on time weekly. Ms. [redacted] also has my contact info if she should have any problems going forward.

This service was forced upon me by my city. The company knows that they are in contract and do not have to work for your business therefor they are rude and very unprofessional! My cans always left overturned and in the road every week! I also do not receive an email saying that my statement is ready to be paid until after my service has been disconnected. Even with my service disconnected I am forced to pay for a service I am not using. They will not pick up my garbage but continue to charge me as if they are. This has to be illegal!

We sincerely apologize for the issues experienced by Mr. [redacted]. We have since emptied his container and issued a one-time credit of $9.95 to address his complaint. He has since contacted our Customer Service Representative to thank her for the credit and follow...

up. 
Thank you,
Monica D[redacted]
Municipal Relationship Manager

Hello,
The reason I decided to write about this company is because of the dismissive way my account was canceled. This wasn't about whether I pay my bills or not on time. The customer service rep canceled my account because he believed I hung up the phone on him which wasn't the case. I was at work when he called my cell and have very little reception. This is not the way to resolve this. I was left without a service just because this rep decided he longer had any patience with me. I did not become irate as he claimed.The least they should do is pay for mistreating me. I now had to call other companies and pay upfront to get service but yet they continue to hold my money. 
This is not the way to do business or treat customers.
 

Poor customer service. Tried calling number and it goes straight to operator then says no body is available for call and hangs up. I work for a large company that uses this service, and when one account is delinquent they stop service on all locations. Very poor customer service in my mind. Main problem is they have a monopoly in town so there is no other company to use.

Mr[redacted] called to sign up for garbage service with Republic Services on 6/3/14, the first correspondence with Mr[redacted] was 11/5/14 when he called to state that his trash was missed this is the note on the account: SCTM RETURN FOR TRASH--This note indicates that Mr[redacted] did call in...

and that we sent out another truck to pickup his trash (this is a general procedure whenever a customer states that they are missed) unfortunately I am unable to address any other issues regarding miss pickups because this is the only miss that was reported. For that reason we do not feel that any credits for miss pickups are justified.I do see where Mr[redacted] went in on line and paid for his service  on 9/20/14 which covered the June 2014  thru Nov 2014,however there was no payment thereafter. Mr[redacted] did not signup for automatic billing he just went in on line and made a one time payment, he would have had to set up bank account information for the payment to be withdrawn from his account each quarter.
A delinquency notice was sent as Mr[redacted] stated  he did receive one, this would have been the intent to lien notice, however per our history on the account 6 collection letters were also sent from August of 2014 to 10/2015. Please note when we mail the intent to lien notices we always send notice to the tenant at the mailing address on the account and to the Owner on file at the Clark County Recorders office as per the lien statue NRS 444.520.
As I stated above we only had one call from Mr[redacted] regarding his garbage service and he  only made two payments on line 9/20/14 and he called in to setup the service 6/3/14 so I am not sure why he stopped paying his bill but we feel that the lien is justified.

[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.  The fees have been waived as of this time, my bill has been paid. Thank you.

Regards,

The customer has been contacted and informed that the disputed amount was credited to his account on 01/27/16.  A balance of $4.99 remained on his account.  This was credited today, 02/05/16 as a good will courtesy.  The customer was satisfied with the outcome.  ...

Thank you.

The invoices do not contain adequate notice as required and the contract also limits the types of increases. The "notice" on the invoice is a generic statement that states "rates may change." Republic has offered no evidence of proper notice and no evidence that suggests the increases were allowed under the contract, which requires the customer's consent to increase the rates unless the rates are directly related to increased costs. Republic only offered a $3000 credit, not $5000.

Good afternoon,
The customer’s concerns were escalated to the General Manager following her mention of a...

lawsuit.  The customer spoke with
myself and the General Manager and indicated she wanted to come into the office to discuss this matter in person on 9/14/16. 
 
The General Manager made a decision to send a truck back at no charge and collect her trash.  He called the customer and left a
detailed message confirming that her trash had been collected, that there was no charge for this service and included his contact
information.
 
We understand that the customer expected her trash to be collected without an additional cost according to this complaint and we
have confirmed service complete earlier today.  Please contact me if there is anything else that we can do to resolve the customer’s concern.
 
Sincerely,
Mona R[redacted]
Customer Service Manager
Republic Services

We spoke with [redacted] regarding the ongoing issues she has been having. Our operations management team is aware of the issues and will ensure they are fixed going forward. We are giving a $66 credit due to the issues she has had. She stated she will give us one more chance to correct this.

We have contacted the owner of this account, who is also the authorized decision maker on this account. The person making these complaints is not the authorized decision maker on the account.
The rates and services have been reviewed, and we are continuing our communication with the owner...

and account manager to resolve any issues.

All trash that was curbside has been hauled.   Operations will keep a close eye on this stop to ensure consistent pick up. Refund will be provided as requested by the customer.

Spoke to [redacted] and her problem was that she had never received  a Recycle cart that our subcontractor Teddy A[redacted] had promised to deliver. We had [redacted] go out and deliver a new cart and she was...

satisfied with the quick response. [redacted] has the Supervisor's direct number in the event that she encounter any more service issues.

Hello,I have reveiwed the account and we can waive the fee for the purchase of the cart. I will try to get in touch with the landlord to find where the cart is located so we can have it removed. The account will be credited the charge of $93.21 for the cart purchase. This will...

leave the customer with a credit of $8.02 as reflected on the attached billing (before the cart purchase fee was added) which will be sent out to the customer within 2 to 3 weeks. I have called the customer and left her a message to contact me direct so I can reveiw this with her.

Our customer service department did receive a phone call from [redacted] 12/11/15 4:39pm, informing Republic Services of possible cancellation, customer also had mention they might move, we offered the option to relocate their service or to please submit proof of business closure to end...

contract. Attached is a copy of contract signed by [redacted] in 2009, same name on billing invoices. Site check was issued and confirmed location was empty, per agreement signed by Customer and company, there is a six day notice to give. Customer emailed proof, a forwarded email from landlord asking Der W[redacted] to vacate on 12/15/16. Republic Services closed account in 60 days as agreed from day we received notice, balance on account is up to 2/15/16. Increases on account were advised 30 days in advance on their invoice. Service Charge has been credited. Our customers can call if there is a missed pick, during the holidays company does have a different route schedule, reviewing account there are no phone calls or record of customer ever calling in to report the miss pick up. I apologize for that inconvenience, had customer called we would of sent driver back next day. Balance remaining is [redacted]
We have issued a credit for the month of February as a courtesy.
Account has been closed since 2/15/16.
Bin was removed on 3/10/16
Response being emailed to [redacted] today 4/1/16.
 
 
Bin was removed on 3/10/16

Operations Supervisor called and spoke with customer.  He explained customer service had not relayed a message to him to make contact.  It appears there was an error in his routing which supervisor will correct.  We will track the calls to try and determine where the ball was...

dropped in having a message put into the supervisor and coach the agents involved.

We have been in communications with [redacted] was advised of our cancellation policy and what steps needed to be taken to move forward. He agreed and provided the necessary documentation Agreed to:1) Provide proof - he submitted escrow documentation 2) To cancel out of...

the contract without any penalty is 60 day notice. We accepted his first call- on 03/17.3) Advised will be responsable for the next 60 days of invoicing with a closed date of 05/17.4) Gave credits of $125.10 to prorate May's invoice to honor the agreement of the 05/17 date.He has not made payments since then and infact had his payments reversed. He owes two (2) invoices:INV [redacted]      [redacted]         270.21INV [redacted]      [redacted]         145.74Total: $415.95

Operations has contacted this customer in reference to service issues and the reason...

why customer originally cancelled the services. We have submitted refund request to our corporate office for a full refund of $122.34. This process normally take between 2-4 weeks before the customer will receive the refund via check. I have requested expedited processing of this since the Mrs. [redacted] has been given the run around and hasn't been able to have this situation resolved. We truly apologize for the inconvenience that this has caused.