ComplaintsforRepublic Services of Dallas

• Initial Complaint

  08/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I started in April of 2022 to cancel my services. They told me they could not lower my bill and I was out of contract. They told me an account manager was the only one who could cancel me and they would call me back. I then hired another company that was more affordable. I called five times in May to inform them no one was calling me back. I finally heard from Shakerrie on May 24th and she wanted to lower my bill. Said she would send me a new proposal and it never came. Talked to her again after another call in June and she said she sent the email over May 24th. It was not in My junk, spam or anywhere. She then told me I could only cancel in writing to a P.O. Box so now I can't certify it to make sure they got it. She also informed me now there is a sixty day penalty. I mailed the cancellation on 6/16. I would of mailed it in April if they would have told me. This company does everything it can so you can't cancel. I am a Senior and do not appreciate being treated this way! I am exhausted and stressed out from their terrible customer service. The employees were very kind but, they had no authority to do anything without a manager. The managers either do not call you back or can't make adjustments or make decisions without talking to their bosses. It's a viscous cycle of pass the buck! I do not want to pay a penalty because of the treatment I received.

  Business response

  11/01/2022

  Business Response /* (1000, 7, 2022/09/14) */ Customer call records show they spoke to customer service first and there was a significant delay before getting connected with Shakerrie, who spoke to customer on 6/15 and initiated customer cancellation process on 6/15 per the terms of the agreement and container was removed on 8/4. Last invoice dated 7/26 and customer balance has been paid in full. Customer was let out of agreement with notice only and no liquidated damages charged due to delay in getting cancellation process started. My sincere apologies for the breakdowns in communication as that is not normally the case. Consumer Response /* (2000, 9, 2022/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although this was very stressful for me, I appreciate the company doing the right thing. Hopefully, they did not report me delinquent to the credit bureau due to their delay.

*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. ↩