Republic Services, Inc.

Dear Ms[redacted]Thanks for submitting your concern regarding your bill.  In regards to your inquiry of the fees and taxes the $24.99 are fees that Republic charges to every customer as explained on our website http://www.republicservices.com/customer-support/fee-disclosures. ...

 The rest of the taxes are mandated by Ramsey County and the state of Minnesota.  Please let me know if you need further clarification.

Mr. [redacted], we sincerely apologize for the inconvenience.  I have entered a request to have the cart removed by end of business day Tuesday April 14th.  I've asked the division to do whatever they can to remove it today if possible.  Please make sure the cart is visible and/or at the...

curb to ensure the driver sees it and is able to remove it.  Unfortunately the smaller, knee high 13 gallon bins are not available.  The smallest cart we have available is 64 gallons, which is the same height as the 96 gallon cart only a small amount narrower.  Based on your feedback it doesn't seem like this would be a viable option for 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 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,

[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 the opportunity to speak with [redacted] by phone 01/06/14. The coversation gave much more insight into the issues at hand and [redacted] perspective of our service over the past few months. In an effort to provide a suitable resolution to this matter we will refund to [redacted] the September and October amounts paid along with returning the deposit associated with this account. In addition to these steps we will also credit the Novemebr and December invoices which will render no amount due for this account. During our call I also provided more details as to the conditions and safety concerns surrounding the dumpster services we were providing- one of the main factors being our transition to front-load dumpsters and service vehicles from the previous rear-load dumpster service.I also provided [redacted] with my contact information and offered to address any concerns she may have at this point or anytime in the future.

Tell us why here..We do charge a $15.00 per cart delivery and removal fee to cover the cost of labor, gas, etc.  If the carts were there when the customer moved in, they were probably abandoned by the previous owner and we were unable to remove them.  That would have been billed to the...

previous owner.  We will credit the $30.00 for the removal of the two carts since the customer was not aware of these charges.

Good Morning [redacted]! The local CSM has addressed the billing errors that [redacted] is referencing. Please see the email below. Everything should be clear after overnight processing tonight. Please let me know if there is anything else we need to do. [redacted]Corporate Customer Experience Specialist [redacted]

A residential service agreement was signed on October 1st, 2013.  This agreement states in paragraph 4 that if the customer cancels for any other reason than moving outside of Republic Services territory, you will pay Republic Services the lesser of the charges and fees for 6 months of services...

or the time remaining on the agreement.  It also states that there is a $45.00 equipment removal fee.  [redacted] attempted to cancel his service with a postcard that was given to him when he switched his services to a competitor of Republic Services.  Because of fradulant activity in the past Republic Services of [redacted] does not accept this form of cancelation.  The notice of cancelation that was provided [redacted], not by Republic Services, is a notice of cancelation for customers that are under agreement, which [redacted] is, but the cancelation clearly states in the first sentence that the agreement can be canceled without penalty within 3 business days of the agreement being signed.  The first time that Republic Services spoke with [redacted] was December 2nd, 2014 and again we received written cancelation by mail December 6th.

The removal fees have been credited to the customer as a courtesy.  There may be a small balance owing for the services dates before the closure of the account. Once the adjustment is completed we can give Mr. [redacted] the exact amount owed.  The customer can contact us at...

[redacted]

[redacted]

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 releasing [redacted] from the contract that was signed on 3/11/15 (copy of that contract attached) and no further charges will be due. Her account with Republic Services is closed effective 1/31/16 and no balance is owed on the account. The payment that was made on 2/4/16 covered the invoice dated 10/13/15. She will not receive any further collection activity or invoices from our company.

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,

This account was closed on 5/30 and currently has a “0” balance. The final bill was paid on 10/31 for $119.08 ?

We will credit the customers account $5.05 for a one time courtesy.

Spoke with Mr. [redacted] about removal fee, CSR's are told to document every call and notate when delivery/removal fees will be applied and that they discussed with customer. Not 100% sure this was communicated properly with customer. We have credited the removal fee which will leave Mr. [redacted] at a...

$0 balance. Mr. [redacted] is aware per our conversation.Thank you, Patty A[redacted]

I did not want trash pick up without being charged and I asked Mona several times for information to pay the $80 fee. I am
requesting a written apology from Mona for the wrong information about me not wanting to pay for my trash service and laughing
 at me disability over our phone conversation .

[redacted]...

[redacted]

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,

A refund check was mailed out to the customer on 12/11/15.  As of today, 1/11/16, we do not show that it has been cashed.  We are reaching out to the customer to see if it was ever received.

To whom it may concern,

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         Please be aware Serv# [redacted]as be keyed into Republic Services Info-Pro system for the credit in full of the $168.01 outstanding on this customer's account.  I have called and left Mrs. [redacted] a VM with this update and my personal contact information for any additional questions.   The agent submitted the original credit request on 11.12.15 as Mrs. [redacted] was told, but with an error.  The credit was never put into the system correctly.  We apologize for this and have resolved this error, we have submitted the credit correctly and it will be posted tonight 1.15.16.  We have put in a request to halt all collection activity on her account, and she was never sent to any agency the account is with Republic Service Credit and Collections team.  The customer has my number, but all necessary actions to resolve this matter have been done. 

Please advise if there is anything else required on the BBA complaint # [redacted]

We recieved the request to remove the dishwashers on 6/10/2015. On 6/11/2015 due to driver availabiltity and an hour of service issue we were not able to complete service. We rescheduled it for 6/18/2015 and our driver miss read his route sheet and did not complete the service....

As soon as we were notified of the error a Supervisor went and pick up the dishwashers on 6/19/2015.We will credit [redacted] account one month of free service for the inconvenience.