Republic Services, Inc.

Revdex.com Complaint #[redacted]

On May 27, 2014 [redacted] contacted the customer service department at Republic Services in Phoenix.  She was upset that the rate she was paying for her residential service was not the same price as her neighbors who recently moved in.  In looking at...

her account they started service with us in 2010.  At the time of the phone call I was unable to determine when the HOA joined Republic Services at a negotiated rate.  I explained to [redacted] that I would need to contact our HOA sales rep to determine when the HOA came on board at a lower rate.  I explained to her that it might take a couple of days to get the information due to it being a day after the Memorial Day holiday and I was unsure if the HOA rep would be available.  

I contacted our HOA rep via email and voicemail immediately after the call.  I did not receive any information from her that day.  I again reached out to her on May 28.  [redacted] again contacted our office wanting to know what was going on and why she hadn’t received a call back yet.  I advised the customer service rep to tell [redacted] that I had not gotten information yet on the HOA and that I would call her back as soon as I did.  On May 29th the HOA sales rep advised me the HOA had come on board in 2012 at the negotiated rate.  When we bring on a new HOA the rate is typically much lower.  Customers who already have service with us are not rolled back.  It is the HOAs responsibility to put the information in their newsletter and advise current customers to contact us for the new rate.  I had advised [redacted] of this information on the first day I spoke with her.  She said she doesn’t read the HOA newsletter.  I got with our A/R manager in Tucson to see what we could do with the [redacted]’s account.  It was determined we would roll the rate back to the current rate and issue a credit for the past two years of overpayment.  

I contacted [redacted]’s husband).  [redacted] had asked me to speak with him because she was so irate with us.  I left a message for him on May 30 with no call back.  I left another message on his voicemail on June 2nd.  [redacted] finally contacted me back on June 3rd.  I explained to him what had happened and that I would be rolling the rate back from $55.18 quarterly to $44.25 quarterly effective June 1.  I also advised him I would be issuing a credit for the past 2 years of overpayment.  The credit applied to the account is $268.26.  In speaking with [redacted] he seemed satisfied with my response and resolution.  I am a bit surprised that the [redacted]’s registered a complaint with the Revdex.com.

If you need any further information, feel free to contact me at [redacted].

Republic Services Customer Service Supervisor

We have reviewed the account. The customer did call in on 12/11/15, 12/24/15 and 12/31/15 to report that there recycle had been missed. The account was noted as to these calls and trucks were dispatched back out to service this customer. We have reviewed this location with our employee so...

there are no more issues in the future. Our supervisor also has this location for follow up over the next few weeks. We have also issued a $25.00 credit on the customers account for the month of December.

Republic Services did not need to explain to me that picking up trash is not a "noise-less" business. I was already aware of that. I take issue with this comment. My complaint has nothing to do with the regular noise associated with trash pickup. I can't believe I have to say this again. My complaint is entirely directed at the excessive, unnecessary banging of the large metal trash bins against the back of the garbage truck.
Nowhere in Republic's response do they mention this fact! Tim O[redacted], the Market Vice President of Republic was polite and professional. He has assured me that he has taken steps to notify the drivers to cease and desist the excessive banging. I will not be satisfied with Republic's response until this fact is noted. As it stands now, Republic's response includes nothing about this matter and makes me sound like my complaint is with the usual noise associated with trash removal. Once this fact is added to the company's response and documented that excessive noise was taking place at this specific location, I will click the, "I am satisfied" option. Thank you.

[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 spoken to the business manager and she has assured me the situation has been resolve.  The resolution is satisfactory to me. If I do not receive any more late notices I will consider this complaint resolved.

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,

We are arriving on the scheduled pickup days for this facility. We do need clear access to the containers at all times.  When we have difficulty getting access to the containers we call the location to see if someone can move cars so we can service the containers on site.  We attempt...

to service at our earliest opportunity but we cannot guarantee an exact time for services.  We have consistent issues with the container being blocked. We try to return to clean up site the following day if we have access to the container.  Prior to this complaint customer stated they received a lower pricing for services and wanted to cancel.  We informed the customer that there is an agreement until the end of June, but we will continue to work on resolving any issues they have with services on site.  We have documented their cancellation for the end of the agreement and will be closing the account at the end of June.  As of yesterday we are still working to provide them service in the requested service window they provided.  We will continue to provide services as contracted and try to meet their needs until the end of the agreement this year.  Thank you.[redacted]

This is an ongoing problem that has been reported many times with no resolution from this rubbish company. I am fighting a $1000 fine from the Brockton Board of Health because of them not making my rubbish pickup. This company feels that they are always right not the customer, but with the number of complaints you would think they would try and resolve the ongoing issues. I was only asking for the last three cleanups I paid for not the expense of flying from Florida to resolve this issue and the fine. I guess it seem as if I will have to speak with an attorney and go thru the court system to obtain my additional expenses that I paid over and beyond what I pay on my tax bill for rubbish pickup that I am not getting.

We have been using them for years and have barely been satisfied with their service. They miss us several times a year and always refuse to get someone out to pick up the next day. They always make us wait until the next pickup. Then we left off a $5.00 fee that we should have paid and I got a call from their collections department from the rudest person I've talked to in years. She basically demanded that we pay the $5.00 and if we didn't then our service would be interrupted. She was confrontational and rude. I can't recommend this business to anyone.

Canceled service with this company and this began the onslaught of fraudulent billing. Next I get a letter claiming they are sending to collection agency. I was told on the phone that my account was clear and had a 0 balance. Now I get a collection letter. This is unacceptable.

We agreed to provide backdoor trash and recycling service at a reduced price to [redacted] We have been servicing the trash and recycling per our agreed terms. I do not feel that any credit or rebate is required.
 
Thanks

[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 had called Republic Services the first of August to cancel my service prior to my next bill being due. The man on the phone said ok and gave me a date of September 6th as the date my can would be picked up. I thought that was odd given that it was 5 weeks away, but I discontinued using their services the day I called in my cancellation. I had my can out for pick-up on the designated day and then I get an invoice for $143.25 stating that I owed them $ 71.21 for removing THEIR can, and $ 72.04 for a service I had already cancelled. After receiving the invoice I wrote back to the Company explaining the above. Eventually I get a call from their Accounting department telling me she will remove the can removal charge but that I owed them for the Service of August and part of September. I explained to her that this information was NEVER shared with me when I cancelled and had I known that I would have continued to use the service I was paying for. I asked her to check the log of my phone call and to ask the man that I spoke with about this. She, in frustration, agreed to do this (after she asked if I knew who it was), and then put me on hold for 18 minutes. Then, mysteriously the call gets disconnected. Hmmm, interesting! Later, I receive in the mail a threat to be turned over to a collection agency. Seems to be the M.O. of this Company. Shame, shame, shame on Republic Services. I will make sure to let my neighborhood board know about this to see if they will go out for new bids.

[redacted] contacted our office on 06/15/15 with regards to property damage.  Republic Services policy is to immediately investigate all claims and submit information to our insurance company, [redacted].  A supervisor investigated the claim and found that the gate door was hanging as...

a result of rusted hinges; however, there was no sign of impact to the gate.  A report and photos were submitted to our insurance company and the insurance company is working with [redacted].  [redacted] claimed to have proof of driver causing damage; however, to date has refused to provide the proof to either us or the insurance company.The claim is being denied until further proof is provided as the hanging gate appears to be simple age, wear and tear and rusted hinges.The claim adjustor is [redacted] and the Claim number is [redacted].  [redacted] can be emailed at [redacted]

We cannot locate any form of communication from the...

Republic Service Rep. from Craig Sparks.  Our phone systems are recorded lines via Shortel IVR and we are not able to locate any contact made by Craig in the last 2 months.  In addition, Please provide documented dates and times so we can validate the attempted contact.  In addition, we are requesting a copy of the binding contract hence the on-going complaint.   
Please submit the contract and options for buy-out as the initial requests were made with no response.

Ms. [redacted] did schedule her extra service to be completed on 5/27, however due to the flooding that occurred on 5/26 we were running with delays the remainder of that week.  Operations Supervisor, [redacted] indicates that our team has went to service the location and a TV was tagged and left...

behind.  [redacted] spoke to Ms. [redacted] to advise her that we don't collect TVs as part of the regular bulk service.  This type service is handled through the Household Hazardous Waste service, however due to the inconvenience and length of time it took us to resolve this [redacted] did go ahead and pick up the TV for her that day. He did confirm that everything at her residence had been serviced and Ms. [redacted] was satisfied with the final outcome.We sincerely apologize for the inconvenience and have reversed her credit cart payment of $81.18 today (reference ID [redacted]). She should see the credit applied to her credit card within the processing time of her credit card company. Typically this appears within 3 days.

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,

All credits applicable credits have all ready been applied.  In fact, we gave him an additional $99.94 as customer accommodation.  He recently moved his location and closed one account and reopened at a new account at the new location.  He has been unable to reconcile is two...

invoices after repeated attempts from his Account Manager, Kevin A[redacted].   This included several phone calls and e-mails and a personal visit.  (see attached e-mail showing his credit memos).    
He believes he has paid his balance in full on his old account.   In an effort to clear up his previous balance Kevin A[redacted] issued him $99.94 credit. There currently is no Balance on his old account and his new account is current.
 
His accounts are accurate and up to date at this point.  Kevin will call him today and attempt to resolve his questions again.

In addition to submitting his complaint with the Revdex.com the customer submitted a complaint through our company's website.  The complaint was handled by our internal Customer Support team in our [redacted] Customer Resource Center and a credit for the missed pick-ups were issued by the local...

division.  I spoke with the customer this afternoon to ensure that all was well.  He stated that he hadn't had any service issues since the report.  I apologized for the issues that he encountered and I let him know that there were some things that we took away from this winter season that should help aid us when we are ultimately faced with inclement weather again later in this year and early in 2016.  Reiterated to him that if he is to need anything to please contact us again.

The initial sales rep has been terminated from the company.  Over the course of several follow up calls to the customer we offered a substantial adjustment in costs and also communicated that there is a current agreement in place.  The original agreement is still in place for services and...

this was explained initially upon the cancellation request.  Not sure if there was a miscommunication on this point, but the original agreement was provided to customer for their review.  [redacted] stated she will review the new pricing with the owner and return my call with his decision.  I called twice to get an answer on this and apparently a decision still has not been made.  I am awaiting response on whether they would like to move forward with the new costs, finish out the remainder of the service agreement or sever the contract and provide payment for early termination.  We will continue to communicate with customer to reach a resolution on this issue.  Thank you.[redacted]

I have successfully resolved this issue.  I have spoken to the driver and have sent him back to collect the garbage at this location.  I have also spoken to the customer and let him know that I agree that we should give better service than the description he gave.  I also emailed...

the customer.  I have asked the driver to call me each time the customer doesn’t have the garbage out in the future, and I will immediately call the customer.  Better communication will prevent this from happening again.   Thanks   Richard [redacted]

The credits have been placed on the account, and the account is currently at a zero balance. The credits posted on 6.6.16. The rates on the account are correct, and there will be no further billing issues going forward. I did leave a message for Allison Fuentes to return my call so I can assure her...

this has been taken care of.