Republic Services, Inc.

This was investigated by our Operations Manager himself.  The truck used on this route was green and white.  Our Operations Manager found nothing on the basketball hoop or on the truck to indicat this damage was caused by our driver.  Our driver reported to us and we in turn reported to the customer that this basketball hoop was already hit and laying in the street when our driver arrived to service the trash.  We were not responsible for this damage.

I called and spoke with Ms. [redacted]. As she was at work, I asked for an email address and we continued to correspond this way. I apologized to her that she was not transferred to a supervisor when she requested one. She should have been advised one was not available and then given an...

opportunity to leave a voice mail for a return call. I let her know she had been a valuable customer for many years and I appreciated her business. I advised I would not speak as to what another company does or how they determine their costs. I explained that when she first signed up for services at the rate available at that time. Over the next 13 years her rate was adjusted 5 times. I explained our costs in this industry (as with all industries) continue to rise. This includes maintaining the landfills and general business costs. We do strive to provide our customers with affordable service that is manageable for them and we are always willing to work with our customers. I advised Ms. [redacted] that while I could not go back in time to make adjustments, I did appreciate her taking the time to share her concerns. Her feedback is valuable. I have issued a credit on her account for 3 months of free service at her new agreed upon rate and will have the credit refunded to her as soon as possible.

I spoke with [redacted].  She is an Anthem resident, so she has always had service with us since we are the only trash provider in Anthem.  When she...

transferred service to her new location in February her account was set up as quarterly billing instead of 2X a year.  She paid $18.09 as advised by the CSR.  She then received her normal bill for Feb-Aug.  She contacted us and thought her billing would change to March-Sep since she paid the $18.09.  Making this payment didn’t change her billing cycle.  When she got her invoice for Aug-Feb she thought this was a mistake and ignored it, thinking she was going to get another bill.  Thus the account was set up for service interrupt due to non-payment.  I have issued a credit for the $18.09 she shouldn’t have paid.  I also have waived the service interrupt fee and she is going to pay the remaining balance of $90.45 today (10/13).  She appears to be satisfied at this time.  Let me know if you have any questions.

[redacted] account at [redacted] for non payment.  He does not have  current account with Republic Services.  No service would have been provided since 1/31/14.  Please see attached screen shot from our billing portal showing the account closure...

and address reference. 
Thank you
 
Molly M[redacted]
Controller

I signed up with Midco Waste service (new Brunswick, NJ) several years ago. I believed that Merged with Republic Services, Inc later on. During last two years, the bill kept going up (every bill!) and the price is about twice what I initially signed up with them.

I finally fed up with them and discontinued my service with them before the new billing cycle. However, I paid the bill already, so I had to ask for a full refund. Then they sent me a check 14.24 less than what I paid for. I called them and was told that they charge me for a service fee of $10 to pick up the garbage can. When I asked them what is the 4.24 on top of $10. They told me that it is tax. Wow, a 42.4% tax , what a scam. I guess they should just charge $200 for the pick up a garbage can and 2000% tax on that, since they can say whatever they want! No one told me anything about such a fee.

The account that has been disputed was originally set up by one of our Door-to-Door sales representatives. It is understandable that there may have been a misunderstanding in 2012 regarding the service. I will be happy to instruct our collections representative to make the requested change on their credit report.

We apologize for your frustration and look forward to rectifying this issue.
Attached is your invoice dated 12/15/15. This invoice was pulled from our website, which is the same website you accessed. The invoice shows the $35.00 service interrupt fee that was incurred...

on 11/17/15 because the 9/15/15 invoice was not paid within 60 days of the invoice date. You paid a portion of this invoice on 1/30/16, but not the entire amount listed under the "pay this amount". Another fee was assessed 1/15/16 because this invoice was short paid; which will print on your next invoice date of 3/15/16. The representative you spoke to advised that we could waive the most recent $35.00 fee, but the one from 11/17/15 could not be waived. He was correct in saying this, as we have the ability to waive one service interrupt fee per year as a courtesy. Your last $35.00 fee (assessed 11/21/14) was waived 1/28/15. Please call us in order to pay the one $35.00 fee and we will credit the other $35.00. We can get your account reinstated at that time as well. In reviewing the account further, there does not appear to be any "billing issues". In order to avoid late/service interrupt fees in the future, your invoices need to be paid by the due date listed on the invoice. Again, we look forward to rectifying this issue and continuing to provide you service in the future.

Called customer today 7/15/15 at 3:40pm got voice mail left message with my contact information for customer to return the call.   I will try to reach customer again.  The account is currently closed and no balance due.

Dear [redacted],
Thank you for submitting your concern. Our records show you contacted the local office and spoke with a representative on 9/28/2016 and the charge was waived as you requested. In addition she submitted a request so that you would receive paper bills as well. I have asked...

her to send out the yearly calendar of billing cycles and due dates for any future invoices as well for your reference. Our system will automatically access a late fee for payments received after the due date but we absolutely understand that due to the circumstances you referenced, this is a one time situation and we feel confident that moving forward together we can avoid these charges. We do appreciate your business and please don't hesitate to contact us directly if for any reason if you have questions or need additional assistance.  
Thank you
 
Jenny F[redacted]
Customer Service Manager
Republic Services

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.

Thank you, but I would be glad to pay for the 8 days service before I cancelled.

We have reviewed this complaint and after further research we have credited the customers account $3.50, per his request. We have called the customer and informed him of our resolution.

We discovered the prior residents account was never closed and we continued to service the new resident.  When the error was uncovered and we we opened the new account, we did not open it correctly. We made the corrections on the account and went out and serviced the customer that...

afternoon.

Kraig has called and Emailed copy of existing customer service agreement. He has also supplied options to the customer to continue service with adjustments or terms of liquidated damages to discontinue service. Customer has not replied with how they would like to proceed with options available. Kraig will call, and if no answer, will E-mail information to customer again today. He has been contacting and responding to actual site that is in question because they are the contact on the account at the location in Sheridan AR.

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.
Republic is providing the Revdex.com an outright fabrication and false statement by claiming trash has been picked up and is up to date. As the attached photos dated today provide evidence that our entire street has not been picked up in nearly two weeks. Republic told me each time I call that the trash is being picked up "the next day" which never occurs so I am not surprised they provided a falsified statement to the Revdex.com. Republic picked up only twice in a month for which we paid to have collection once per week. I understand inclement weather may delay a pickup....this was never in contention. However, both times this occurred in the last month we were told it would be picked up the next day which never occurred. I believe we are due a prorated bill as Republic has only provided two pickups to us, not 4, in a month's time and as shown, is providing false information to the Revdex.com as no home on our street has had a trash pickup in nearly two weeks. Thank you.

Regards,[redacted]

Please allow the following to serve as our response to  Revdex.com complaint #[redacted]     We received a phone call from the customer ([redacted]) on March 2, 2015. The customer stated that he would like to cancel service.We informed the customer ([redacted]) that he had every right to cancel...

service, however a legally binding agreement existed and he would be required to fulfill the contractual obligation/term which included the needed to send his request in writing.We offered in good faith to address any issue the customer had. No offer was made to credit service or waive cancellation charges/penalties.The customer ([redacted]) has still not submitted a formal and proper cancellation request.Since this episode, the former property owner ([redacted]) has paid all previous charges and cancellation fees.Service has been cancelled. Our equipment has been removed. And restitution has been made.We have no further issue with this client.       Should you have any further questions, please feel free to contact me.   Respectfully submitted,         Daniel G. [redacted]

Operations will keep a close eye on this stop to assure service is done in a timely manner and on schedule. All of customer's trash has been hauled and up to date. We've reminded our valued customer that service could be delayed during the winter months due to unsafe road conditions for the...

drivers\crew and communities safety. A judgment call may be necessary to delay the service to keep all safe and out of harm’s way. Because our valued customer is part of a municipality, not directly billed, and all services they are charged for has been rendered we feel normal charging for the disposal of trash is reasonable at this point. We strive for excellent customer service and will ensure timely service is sustained.

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.Could you please re read the complaint. I want this removed from the credit bureaus! I don't care about a credit because This was a fraudulent charge. There fore it should not be charged to my account. All the other agencies or businesses have recognized this and fixed this with the credit bureau. I am obviously not going to pay this charge since I did not set this up. Please let me know when you fix this whole charge. 

Regards,

In August we were not collecting delivery or removal fees on residential accounts.  September 1, 2015 this became a standard charge for all customers.  When we advise there are no additional fees it pertains to their quarterly invoicing, not future fees regarding container...

actions.  All customers are now charged the $35.00 fee and we agreed to split the cost with Ms. [redacted] which is a fair resolution.  There are charges we incur anytime we remove or deliver containers and some of these costs need to be passed on to our customers from time to time.  I think the compromise is reasonable and Mrs. [redacted] will be responsible for the charge. If you have any questions, let me know.

Republic Services Customer Service Supervisor

Mrs. [redacted] sent an email to Republic Services on Friday 9/9/16 regarding the billing matter that she wrote about.  An email was sent back to her on Monday 9/12/16 that, in part, said:
 
"Please do not reply to this message as the mailbox is not monitored....

Thank you for contacting Republic Services. We are pleased to inform you that your message has been received and assigned case number [redacted]. Additional information is required to answer your billing question. Please contact us at [redacted], referencing the case number above, and we will be happy to assist you." 
Mrs. [redacted]'s service started at the end of 2012 under a promotional rate that was guaranteed for one year.  She was still paying $13/qtr over two years later, through February, 2015.  Her guaranteed time period expired well before that time.
As for the reason behind the adjusted rate, costs of doing business rise each day.  We are not able to keep a customer's rate the same indefinitely.  As any householder who keeps a budget knows, these growing expenses need to be covered through income.  Therefore, at some point we need to ask for a fair-share adjustment from our customers to be able to continue providing service.
As for the service errors, Mrs. [redacted] has called our office on several occasions and we have no record of any calls to report items that were not collected.  The calls all had to do with billing matters.  We base our business on quality service.  I would like to assure Mrs. [redacted] that we will not tolerate missed pickups.  If she experiences any issues, please have her call 1-844-REPUBLIC.  We will be happy to send someone back to collect her items.

We are willing to terminate the contract as per paragraph titled PAYMENT UPON TERMINATION which give you the opportunity to terminate the agreement by sending a check equal to the most recent months monthly charges multiplied by six months plus and outstanding balances due. As with any customer they have the right to terminate their contract following the termination clause or as you stated in regards to your conversation with [redacted] offered to work with you. I am always willing to work with any of our customers.