Republic Services, Inc.

We had major snow events in both February and March which caused us major delays in getting customers picked up during that time frame. We have credited the account amnd our operations department has notified the customer.

We have removed [redacted]'s account from Collections.

We were unable to reach the customer by phone and after multiple attempts we did respond to her by email.  We thanked her for her years of loyalty and explained why...

rates increase as well as why she could see differences between her rate and her neighbors rates.  We did put in an additional credit of $70.00 + fees for January thru May 2016 to make all of 2016 her new price.  We also advised her to let us know if she has any additional questions or concerns about the issue.

[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,

Dear Ms. [redacted],
 
The check will be mailed on 7/15.
 
Please let us know if you require further assistance.

The issue is that they keep saying that we will be getting the refund check.  This has been going on since January.
Resolution will be when I know that the check has been processed and is on its way.

I would like to present a rebuttal to  the answer by Ty K[redacted], representing Republic Services.
 
Mr. K[redacted] states that he and another representative went to my apartment building and spoke to my manager and his son about renewing a contract.  Neither my manager nor his son have authority to sign a contract. Mr. K[redacted] states that the manager said he did have authority and that the son signed the new contract.  The son is NOT my employee, just lives at the building with his father.  Both my manager and the son  deny signing a the contract.  I have seen the sons signature and it’s not even close to the one on the contract that was sent to me.
 
Basically, Mr. K[redacted] is saying that he could have asked any tenant at the building if they had authority to sign a contract, and if they said yes and signed it then I would have to honor that contract.  My managers son is just that, a tenant living at my building, although he denies signing anything.
 
I gave a legal 60 day notice to cancel service at the end of the  contract that I have, which was June 31, 2016.
 
They still have their trash bins at my complex and are servicing them.  I want them to remove the trash bins and honor my 60 day notice.  I have another collection company servicing he building.  
 
Thank you for your consideration of this complaint.
 
Sincerely,

[redacted] refund was received. Confirmed email from [redacted] on Jan.22nd. She has been speaking directly with [redacted].Customer felt that the agent failed to explain our depositprocess and felt it was ridiculous that we hold a deposit and then charge forservice right away. She requested...

to speak with a manager and [redacted] spoke with her. [redacted] processed the cancelation but failed to put in the refund request. [redacted] contacted [redacted] put in the refund request and [redacted] and [redacted] communicated via email to resolve. [redacted] explained her error. [redacted] contacted [redacted] on the 22nd to inform us that she had received her refund. Her account is canceled and wanted has received her money back.She has received the refund and Is happy.The credits on her account are pending and I made sure that [redacted]explained that those will get applied. Per email from [redacted] herself..she is satisfied. Refund received. Account closed. Credit for unused servicepending.

My General Manager has spoken with this customer, the old owner of the house was on service interrupt and my driver failed to follow his route sheet correctly thus causing a service failure for this customer. The supervisor has identified the problem and is going to keep a very close eye on...

this account, also the customer will be credited for the period of no service. Thank you,

We are in receipt of your request to settle this matter the total balance due on the account is $560.30 we are in agreement to credit (2) of the liens fees as a 1x courtesy. You can go on line and make a payment of $240.30 and we will credit the balance on the account your next bill will generate on 1/1/2015 and as long as it is paid by 1/31/2015 you will not receive any late charges.We apologize for any inconvenience this has caused you and your son.

We are working to resolve this issue for the customer. I have left the customer a voicemail today to advise of some of the safety issues but that we want to work with him. The operations supervisor will also be contacting the customer tomorrow to further resolve the issue.

I reached out and left a voice mail regarding his concern and asked for a return call to my direct number. I received a voice mail in response that there was no reason for us to speak.  His complaint was that he was told it would be $60.00 for the service and $15.00 for the cart delivery, a...

total of $75.00. I do not have the ability to listen to this call, so I cannot confirm what the exact conversation entailed. This customer was charged the $15.00 for his cart delivery along with a fuel and environmental fee which totaled $18.18. His trash service base rate is $45.00 for 3 months of service. The fuel and environmental fees on this invoice were $11.46. Fees plus base rate = $56.46 which is less than the $60.00 he was quoted. The invoice was for $89.45 because his first invoice was prorated to include part of March (March 4 - March 31) and April, May and June. The prorated amount is $14.45 for services provided in March. Thank you.

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,

For the third time this company has failed to pick up my trash. There is always an excuse, short of drivers, didn't see it. My trash is 10 feet from my neighbor, who has the same service. A week ago Monday I called to arrange a pick up for a couch, and paid them a $15 fee. They said it would be picked up that Saturday. Late Saturday morning I called and told them it had not been picked up. They did not know why he didn't take with my regular trash, which they took. The women told me it would be picked up as the driver returns to the shop and that s supervisor would call me, neither happened. I called at 8 am Monday morning and spoke to a supervisor and he assured me it would be picked today. At 5 pm another supervisor called and said not it will be picked up until Tuesday morning. I decided not to wait until tomorrow morning to voice my outrage, I had to vent. This kind of runaround is so unprofessional and unacceptable. The problem today is NO ONE is held accountable for their actions or should I say in- actions. I feel no customer, regardless of the company should have to be subjected to this kind of treatment. Finally there was never a mention of a small compensation,when you pay for services you do not receive. 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 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,

As of today, 10/24/16, no refund check as been received.

I was not told at the time I canceled service there would be a pick up fee and an additional administrative fee charged for canceling service. One month later I received a final notice for a bill I never received nor knew anything about. Very questionable practice. The customer service was awful. I have had better experiences talking to an automated system.

Deceptive billing practices, ongoing rate increases, hidden fees, poor customer service from office employees - they don't have a monopoly outside of city limits, but they act like 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,

We are crediting her an additional $10.30 on the 9/21 invoice. Once she receives her next invoice in October, she will call our Sales Manager directly upon receipt and verify that it is correct, and that she sees her credit. She wants to pay $82.95 total per month.  This will achieve that for her.