ComplaintsforRepublic Services Inc

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  every single week for the last several weeks, and at least twice a quarter previously, I have had to call this company to literally beg them to come pick up my garbage. We pay quarterly, on auto pay, and somehow they "forget" to pick up the garbage almost every single week. It takes numerous phone calls and hours of time on the phone to get them to comply! I'm absolutely 100% sick of them.

  Business response

  07/11/2024

  Hello

  I have reviewed the complaint. I did find miss pick up. I have escalated to why site is being missed and will get this resolved.

  As for the account, I do see credits were given for the missed services. Once ETA comes back of when driver will be out, I will call customer with a resolution. 

   

  *************************
  Customer Care Manager
  **********************************************************************************
  o ************ 
  
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I cancelled Republic Services on March 14th 2024, before the bill was due on March 20th. I took my account off of auto pay and deleted my credit card from my account so the couldn't charge me any more money, but that didn't stop them from charging my credit card another three months.$224.97. they are able to charge through the end of the month. First they sent me a bill for $149.98 then they said I had a credit of $149.98. what good is a credit when I switched companies? I'd have to go back to them to receive my credit, which doesn't make any sense because my my garbage haulers only charge $90.35 for three months. That's a huge difference. I never asked for their business, they bought out *****'s Sanitation. so I never signed a contract with them. Anytime a large corporation buys out a smaller business , that's bad news for the customers. i told them I'm not paying for your investor's record profits every quarter. I had to cancel my credit card so they couldn't take anymore money from me. They need to send me a refund check in the amount of $149.98. Thank You, *******************************

  Business response

  07/12/2024

  Hi *****,
  
  I am reaching out regarding your Better Business Bureau complaint related to your cancelation on 3/14/2024. I would like to apologize for the delay in processing the refund of the credit on your account. 
  
  A refund check in the amount of $149.98 is being processed and will be sent to you shortly. You can expect to receive it within the next 4-6 weeks. 
  
  We apologize for any inconvenience this may have caused. Thank you for your patience and understanding.
  

  Customer response

  07/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June, we had multiple missed trash pick *** that were not taken care of. We decided to cancel our service since they were no longer reliable and needed our trash picked up. When we cancelled, they stated they would pick up the trash cans on 7/9 - they could not do it any earlier. I called them on 7/8 to confirm pick up on 7/9, which they said yes - you are confirmed for pick up. On 7/9, no one came to pick up, so I called again at 4:45, customer service told me that it would be picked up before 6:30. Again, no one came. Typically this would not be a big deal, but we are moving out of the house tomorrow (7/11) and cannot leave the cans or bring them with us. I called customer service again and they said it needs to stay curbside until 7/20. I explained that is not an option as we move tomorrow and will no longer be at that address. The customer service member did not give me any additional help on where the cans could go, but I am at a loss. I don't understand how you pay for a service that continuously does not do their job. I am trying to exhaust all options in hopes that they can be picked up by end of day 7/11. We make settlement on 7/12 - so we are out of time.

  Customer response

  07/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I sent payment of $23.93 on 3/21/2024 for service for ****** I called and cancelled service on 3/29/2024. My can (which had the companys name that Republic bought out) was picked up empty the following week. So I had no trash service in ****** I received a bill for ***** services plus a can pick-up charge. The payment is sent was not applied to my account. I mailed a letter explaining this right after I got the first bill for the ***** charge and the pick-up fee. I received no response and my account was not updated. Once my payment is applied, my account balance will be about $5. I would like my payment applied and my balance adjusted to $0 since I never received any trash pickup in ***** yet I paid for ******

  Business response

  07/11/2024

  Good morning,
  
  Republic Services values our customers business and is committed to serving in a safe, customer centered and environmentally responsible manner. In response to Mrs. ******* request, we have credited the outstanding balance bringing it to zero including two $5.00 late fees and one $30.00 cart removal fee. In addition, we have also credited the $23.93 that the customer paid for ***** ******************** on the 2/29/24 invoice. We will be issuing the customer a refund for this $23.93 payment they made. We apologize for any inconvenience, and we consider this matter resolved.
  
  Best regards,
  
  Republic Services

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called on January 28th and spoke with ***** De ***** and cancelled trash service. She gave me a cancellation number ********* and said the trash cans would be picked up on January 31st. I have emailed them over a dozen times explaining what i was told and they will not stand by what there employee told me. If she hadn't told me that then i would have ordered new service from a different company. The are still billing me and say i am liable for service that i cancelled and for service i never received.

  Business response

  07/15/2024

  Hello, we will look into this situation, also the communication from the employee. the billing will be fixed, to make sure the customer will not get build again and any credits owed 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 21st 2024 I started my service to my home with Republic. I did not receive a recycling bin so I called later that day and was told I would get one when they are in stock. Ive called 3 times since then put in two requests and a complaint, I offered to pick it up myself they wont let me. I expressed that I did not feel it was fair to pay ***** when I am not receiving the service I pay for. I was told that I only pay for trash and that recyclables are a free service, yet the city of *********'s verbiage states "this monthly cost includes your recycling (blue) cart and organics (green) cart."

  Business response

  07/09/2024

  I have reached out to our customer ****************** regarding his concern with not receiving his recycle container. I shared on his voicemail that we will be sure and deliver a container today as well as I will honor a $50. customer relation credit for his continued efforts in receiving his container. I apologized for this issues and assured the team will be addressed on the service failure. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had two accounts - a personal account at ********************************************************************************************** and business account **************. I cancelled them the same day the first week of April. I have it in writing to ********************************* I have called and requested a callback from the 800 number a dozen times, wrote emails, and even went by the local *************, ** office looking for anyone to contact me. I haven't received any communication from Republic Service except through *****************. They act like a gatekeeper and won't cancel my account. Attached is her last email to me. You have a legal problem with your employee and if I don't stop receiving bills or offer a reason explanation - I'm going to contact an attorney. I can't keep going back and fourth with a rogue employee and you gave no way to contact you.Email this morning: I just received another bill for my business due and it's 90 days out. Are you going to cancel this bill? This is pathetic. Return **************** morning,I want to start off this email by saying if youre not able to conduct your interactions with me in a professional manner then I will not be able to assist you. I would ask for the 4th time if you can keep your name calling please. I did inform you of the contract and that there is a 60-day notice required for cancellation. Your agreement was still in contract. I do not control what fees are billed to you, as you could be charged up to 6 months of service for interrupting the agreement.Return email from me this afternoon: You just said there's a 60-day notice. I canceled in April. Cancel the policy. I've forwarded all of your communications - including mine to corporate and the BBB.It doesn't matter if your feelings are hurt and I didn't call you any names. I said this is pathetic...which it is but I'm not calling you names. You legally have to process my request.

  Business response

  07/16/2024

  Good afternoon - 

  I am the local sales manager for Republic Services. I will address this issue with the sales rep and will ensure this matter is resolved within 2 business days. 

   

  thank you. 

• Initial Complaint

  07/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We use RS for waste pick up. 1 can/1 pick up per week. Have been doing so for about 5 yrs or so. In that time, our rates have increased almost 130%. We auto pay so didnt catch but finally noticed the deducted payment and Calle to find out why this was so high. Used to be $80 ish/qtrnow its at $186. Our rates fluctuate is the response. However, there hasnt been any fluctuationjust a steady increase Q/Q. I did some research, posted our statement onlinecould not find a single member of our community who is paying that much. Not even close. They probably locked in a special rate. Except theyve been customers longer than us so by that model, and in the same town, if rates fluctuate wouldnt theirs have increased relatively? No answer. No explanation. But did say they would do us a favor to keep us and drop it ALL THE WAY DOWN TO $60/qtr. I asked if they could afford to do that, why did it increase 130%? Again, no real response. Blamed the fuel surcharge fee (which is over $50) on our local village board. We asked to cancel on 6/21. We confirmed cancellation and they said theyd come pick up our can for $40 or we could return it by the 6th of July. We drive our can to the location in *********** IL and returned. We already have new service established with a competitor. We were shocked today to see that we were auto drafted another $186 for the upcoming quarter even though we cancelled weekend ago. We asked about a refund in the payments of $186 we feel we were overcharged criminally. We went back through card statements with our bank rep and documented ALL transactions and charged the increases quarterly. They of course refused any reimbursement and we just cancelled. Now, we have to spend our time going online and trying to dispute this charge. And then we will have to call tomorrow and wait on hold forever like usual to get a hold of anyone. We are demanding a refund of the last 2 quarters charges immediately.

  Business response

  07/09/2024

  I personally spoke to this customer on 7/8/2024 in my office. I did get him a credit of $186.39. This city is an open market which means there isn't a village ordinance in what waste haulers can charge in the town. He seemed like that was going to end this situation. Is there anything else I can assist with? 

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Republic discontinued services to our neighborhood on June 27, 2024 for "safety reasons". They still have not collected their bins as of July 7, 2024. Siting employee sickness and vacations as the reasons for the delay in collecting the bins. They knew well in advance that service was ending yet made no preparations for the end game. Just a total failure by management. And BTW your trash removal service was terrible. More trash fell off the truck then was hauled away.

  Business response

  07/11/2024

  The containers were picked up from the property and a credit will be given back to the customer.

• Initial Complaint

  07/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid my bill in full on 4/7/24 They prosseded the check on 4/12/24 They are claiming they didn't receive payment. They will not let me email or send them proof. This is crazy.They are now charging me late fees and Service interrupt fees.I have called them multiple times. I get told to wait until they contact me.This is 6/7/24 and no word from them just late payment bills.

  Business response

  07/09/2024

  Tell us why here...I have found this payment and put in a request to have it moved to his account, I talked with the customer and confirmed the check number and let him know we will have the late fees and SI Fee credited and this payment applied to his account.
  
  I have requested ***** key the credit and reopen their account. They have received service all along.
  
  See request and email to ***** attached. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩