Republic Services, Inc.

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,

The full amount of $35.07 will be refunded to the customer.  There was some confusion as to what area the address was actually located in.  We have closed the account and will issue refund.

Operations spoke with customer and explained that we were waiting on a call back to have the container removed once it was off loaded. Container was removed on 3/18/16.

Account closed per customers requests and credits submitted.  No other action can be taken by RSG

Contacted [redacted] and apologized for the poor service.  Advised we will monitor this account and ensure that she receives consistent service. Offered one month credit due to failed service and customer agreed to terms.  Offered a call back tomorrow to ensure recycle bin has been...

emptied and any overflow has been removed.

[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,

The customer's complaint has been resolved. The customer had the wrong account number attached to her bill pay through her bank. We reached out to her and explained this and she has updated her bill pay account information for Republic Services. The late fees that were accrued due to this...

issue have been reversed and an updated invoice was emailed to the customer explaining current charges. She understands new balance and is satisfied with the service provided.thank you

Left a voicemail  for the customer on 5/6/15. Customer contacted me back on 5/6/15 @ 3:29pm. I apologized for issues that she was had and advised that we will address the incorrect information she was given each time she called us back . I reached out to my Corporate office and verified...

that a check was sent out on 4/17/15. Verified address with customer that we have on file and she stated that it was correct . She said that she was looking for refund to come back to her checking account and I explained to customer that we don't reverse payments back into checking accounts that we had to issue her a check from our corporate office in Phoenix AZ. She stated that'she had not received the check as of yet . I told her if she had not received the check by 5/17/15 to contact me back directly and I would request for the check to be reissued. Customer was very understanding and appreciate the call back and the attention to resolve her issue. I also have placed additional adjustment on her account and requested for refund since she was never told about the removal fee and we took the removal fee out of her refund. She was satisfied with my resolution. Customer also did inform me that' she sent another letter to the local office the same day she filed her complaint with Revdex.com but wanted to let us know since she has spoken with me she is fine. I advised her to please contact me directly if there  are any further issues or concerns

Good afternoon,
The company does off an on-line payment service, however; this service request required the assist[redacted] of a representative over the phone to both accept a pre-payment and schedule the service request.  That would not have been possible to process via the website for this request.
The company made a decision to return and re-service the customer at no additional cost.  We thank the customer for offering to pay for the service but there is no charge for the return service.  
 
Thank you,
 
Mona R[redacted]
Customer Service Manager
Republic Services

Complaint # [redacted]
I have reviewed the account, The account has been closed effective 8/31/16. We have waived the $60.00 removal charges for the containers. There is nothing due on the account, account now has a zero balance.
Thank you.

Called customer and apologized for service issues, and assured him I had cleared all charges from his account.

On Nov 17 2012 Mrs.[redacted] contacted the customer service department and advised us she wanted to have yard waste added to her acct.  She was advised at that time she would be charged 15.00 a quarter for this service.  Effective that billing cycle she was charged 15.00 a quarter.  We...

have no idea she was not interested in continuing with service or not using it until she called in to the customer service department inquirying why she was paying for this service. She stated she was having her son take it to his home to dispose of. We send a bill quarterly to this customer it is her responsibility to review her bill and make payment on time.  This Acct goes off and on service interruption.  Ms [redacted] demanded we return 4 years worth of yard waste service she did not use.  The supervisor checked with the driver to confirm if he had been picking up yard waste at this home he stated he did not.  I offered to give customer the last quarter of yard waste back to her acct.  This was done as a good will gesture and was not required.  We here at Republic do not know if a customer is using all their services but upon notification they can cancel at any time. Our records indicate she requested a service which was her option to use.  The [redacted] county market is open and therefore she was not bound by a contract to remain a customer of Republic Services.  She had the choice to shop other haulers if not satisfied with our service.

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,

The response provide is inaccurate and invalid.  Dr. B[redacted] is a 15% owner of our organization and all contracts and executive decisions are to be reviewed and approved via our CEO, Bridget B[redacted], and owner, Ben B[redacted], only after thorough review by our legal staff and other supporting staff to include the accounting department.  Dr. B[redacted] has been advised to no longer participate in  communications with Republic Services since they are not following our mandated protocol.   Dr. B[redacted] has not accepted or communicated with Republic Services since the proposal was submitted.  
Republic Service payments are paid via our management organization, Smile Systems, where the payments are signed by Dr. Ben B[redacted] and only Dr. B[redacted].  Republic Services has been advised of this and refuses to adhere to our protocol even with their response.  
We demand that our services be canceled immediately and the waste receptacles be removed from the premises.  With the organizations inability to provide any existing contractual obligations to our business entity or to Dr. B[redacted] we must assume that there are no contractual obligations and see no reason why Republic Service to not cancel our services as requested for the last 3 months.  We are attempting to resolve this matter with the minimal exposure at this time and would appreciate due consideration in our request to cancel our service and sever any and all contracts.  You all are more than welcome to assist Dr. B[redacted] with his other business that are not related to our dental organization and have our organization removed from the liability of billing.
Please cancel both services that are attached to this request as soon as possible.

Review: [redacted]

I am rejecting this response because: The representative is clearly delusional because their response is VERY inaccurate.  As I recall I spoke with a supervisor on 5 January at approximately 5:05 PM, when I called I pressed the button to speak with the on call supervisor for emergencies, when I told him why I was calling he took my information and said he would call me back after he called the drivers to see what happened, when he called me back he said after looking over my contract it was discovered that they will pick up only whats in the the can.  I became Irate and said a few curse words before telling him that I wanted to cancel my account, I was not hearing what he was saying because that was a flat out lie, I told him that there were at least four boxes out there and they took two, there have been many times I had more than what was in the can and they took it.  I called at approximately 9:15 am on 6 Jan and told them I wanted to close my account, the representative did not ask why and I did not give a reason why.  If she had ask I would have told her bluntly why and it would not have been a pretty conversation.  She told me that it would be a $50 fee to pick up the cans but she would waive $25 of it and I would owe about $60.00 on the final bill because they would not pick up the cans until 2 February, I asked her why she said because of the billing cycle.  I told her the cans are sitting on the curb and will be there, they should not wait until February they should be picked up immediately.  I told her that I filed a Revdex.com report and would be sending a amendment of our conversation and she said OK.  Never did I say I had new services and never did she offer me a refund.  These people are clearly liers, decieving the public and not honoring their contract.  At this time I want these can's picked up and if there is according their response a refund then issue it to me, if I owe them anything, then bill me so that I can be done with this company.  Needless to say there will never be a recommendation from me for this organization.  There is only one way to resolve this matter and that is to pick up these cans immediately.

Regards,[redacted]

Republic Services was able to service all 3 containers.  Customer has agreed to continue to provide a two day notice as these 3 containers do require a particular truck to service which is scheduled as needed.  Operations will work diligently to ensure timely service when the order is...

put in for service.  Customer Service talked to property manager and asked they call if further assistance is needed.

The customer account has been closed to the customer's satisfaction. A representative spoke with the customer this morning and explained the account was closed and has a zero balance.

The customer has been contacted and informed of the courtesy $60 credit in service interruption fees, and a credit card refund has been processed.

Customer acct is closed. Customer did not seem aware of that. They are asking the account to be reinstated and services to resume. Per division: This customer has gone in and out of service due to non-payment on the account. The division has reinstated services. This customer has long history...

of missing payments. GM verified payments going forward are to be paid in advance. Customer agreed to this and has been given the GM's direct line for any future issues.

This customer spoke to someone in the call center this morning and was told that a payment was needed first for a Bulk pick up. I have reached out to the Operations Supervisor to...

ensure that this will be completed on the customers service day 5/26/16. I did leave a message for the customer with my phone number to confirm that we will be there on 5/26/16, I also left my phone number if the customer had any additional questions or concerns.