ComplaintsforRepublic Services Inc

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Constantly missing trash and recycling pick *** , not notifying or even making attempts to pick up and instructing me that's it's my responsibility if they miss to try and get them to pick up miss or get a credit other wise I'm out of luck. Further they are now canceling my online requests for missed pick *** and again not notifying and now telling me "well you should call " . They are stealing customers money and not even hiding it , make it very clear i need to pay for the potential of having a service not guaranteed , what is guaranteed is keeping my money and if I don't pay well then definitely not receiving service as thwy are the only ones allowed to keep money from customers not the other way around.

  Business response

  11/12/2024

  Hello,
  
  I have reviewed this complaint with my operations team and they have verified recent missed pickups on this account. To address, our billing department has issued a credit in the amount of $140.00 to the customer. Our Operations team is working to improve service in this area.
  
  Please contact us with ay further questions or concerns. 

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Republic Service skipped yard waste collection last week for the southside of Mainsail Dr.I submitted 2 online requests for missed pickup and 2 phone calls. The **** said a truck would be sent on Tuesday. I did not happen. Then said it would come on Wednesday. Also failed. Then said it would come on Thursday. Failed for the third time, so now a weeks worth of yardwaste was missed. The neighborhood is experiencing a huge crop of leaves and full polycarts have been on the street all week long. Normally, I would fire any business that lies repeatedly and fails to deliver services but Republic has a monopoly on garbage service in ******************* so we have no freedom of choice.

  Business response

  11/08/2024

  Good afternoon ****,

  I reviewed your account and it looks like some miscommunication is to blame. There is a recycling miss put in for 11/3 that was then cancelled but the only yard waste miss input was on 11/6 which should have been picked up on 11/7. I also do not see any other misses input for your street. Today is your regular day, if you have any issues please feel free to reach out to me directly!

  ******* *****
  Customer Care Manager
  
  ***************************************************************************
  C ************
  E ***********************************************************

  Customer response

  11/08/2024

  *******,

  There is no miscommunication on my part but I see evidence of plenty on the part of Republic Services.  Let me help you see your service issues:

  1) My first report on 11/3, for missed service on 11/1, had a software error in your system.  It only allowed to report one of the three services I have.  The Only option listed was Recycle.  I put Yard Waste in the notes.  This request was cancelled later by your staff.  Your software development team or database admins should be able to fix this software issue.

  2) The 11/6 report was listed as a 11/7 pickup but no truck came.  I even called a 3rd time on 11/7 to make sure this would happen, so I could fill the cart for my next day regular pickup.  Mine and 3 other yard waste carts are still on the street from last Friday 1/1.  Some neighbors removed them even though they were still full.  The are 13 yard waste containers on the street that I can see at the moment.

  So, since we have established that none of your communication systems were able to resolve the issue after 5 customer contacts.  Do you understand why I am disappointed and frustrated with your service?   I used your online reporting (twice) AND called customer service (3 times).  What will you do to rectify this???  I missed a week of service during the busiest time of the year for yard waste - fall leaf dropping.

  It is sad to see your service quality drop so soon after you secured a monopoly on garbage service.

  P.S. One of your **** did mention the yard waste truck broke down on 11/1.

   

  Business response

  11/11/2024

  Good morning,

  So I checked with my billing team and it appears your account is all set up correctly. Can you correctly report a missed pick up on all commodities?

  Did you get picked up on Thursday 11/7 and/or Friday 11/8 as scheduled? With the city of ******************* contract launching on Oct. 1 we had thousands of customers add yard ********************** which threw some of our routes for a loop as we did not anticipate that many yard waste additions. Our drivers are working hard this time of year to get everything picked up and we have given this some extra resources to ensure we finish this yard waste season strong.

  Lastly, you have a bill credit of $42.32 that will reflect on your next statement.

  Customer response

  11/15/2024

  
  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.

  Yard waste was picked up on the following regular day Nov 8th.  I did miss a whole week of yard waste at the busiest time of the year for leaves and garden organics.

  
  Regards,
  
  **** *******
  
   

  
  

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got behind on my bill and my service was suspended for 2 weeks. The week of ***** and the week of ***** they did not pick up my garage or recycling. I received a new bill and was billed for 2 weeks they didnt pickup. I called 11-5 to ************** and the *** told me I would have to pay for services not received. When do businesses get to charge you for not supplying you a service they did not perform. Seems to be there practice of stealing from there customers.

  Business response

  11/07/2024

  Hello,

  This is/was a billing oversight on our part; we will be crediting back the 2 weeks of suspeneded service as our Customer paid their bill in full.

  ********************

  (******** ****** - Ops Man) 

• Initial Complaint

  11/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/22/2023, I called and requested to cancel service for an 8 CU Yd Waste Container, 5 Lifts Per Week. The cost for this was $2,080 plus $9 monthly. Republic Service processed the request and removed the waste container from our property and canceled pick-up services, HOWEVER, Republic Service continued to charge the $2,089.00 monthly to our account. Upon learning of this, I called Republic Service on 9/18/2024 at 9:03am to inform them that they were continuing to charge my account and requested reimbursement for the 15 months that they charged me for services that had been canceled and they were not providing ($2,089 X 15 = $31,335). The agent confirmed that I they cancelled services and continued to charge me. She submitted a case number #******** and said they would contact me with a resolution. No one ever contacted me. I called again at the following dates and times and still have not has a resolution. 9/25/2024 at 12:11pm and 1:11pm, 9/30/2024 3:55pm, 10/2/2024 12:01pm, 10/4/2024 4:15pm, 10/14/2024 12:13pm, 10/22/2024 9:13am, 10/24/2024 4:05pm, and 11/1/2024 2:06pm. I've spoken to multiple **** who "escalate" the issue, and I've left multiple emails and no one is able to offer a resolution.

  Business response

  11/04/2024

  Good morning 

   

  Hello
  
  I am the ************* Manager for ******************** for our local Phoenix Market

  I have sent this BBB complaint to our sales team. They will review and get with customer on this issue. 

   

  ***** *******
  ************* Manager
  ***********************
  ****************
  o ************
  e *************************************************************

• Initial Complaint

  11/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed a 3 year contract with Republic for trash pickup at our office at a set price using automatic payment. Within 3 months they raised the price. When we noticed later in the year complained, they issued us a credit, but then the following month they raised the price even higher (43% over the contracted price). When we noticed again and complained they said that based on the fine print of the contract they have the right to do so, issued a small credit that was much less than the amount we have been overcharged and offered to sign a new one year contract at our original price. Am sharing the original contract, bill showing price increase starting in June 2023 (only a couple months after contract) and then price increase June 2024 which is the same amount we are still being billed (43% increase from original contract price). We have also been told if we do not agree to a new contract there will be another price increase.

  Business response

  11/04/2024

  After reviewing the customer account, ******************** has rolled back rates each time the customer called in requesting help.  The most recent roll back was last month.  The contract with the customer has any rate restrictions.  ********************** has changes to its costs daily and must adjust rates with customers to make up for these changes.  Republic also understands that customers need help or relief with what we are asking of them. Becasue we understand this, we have helped this customer with thier rates each time we have been contacted.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is about Republic Services and their "Non-Functioning" methods of doing business.Since August 15 2024 we have been attempting to get our waste removal schedule confirmed. After hours on the phone visits to the local Republic facility in **********- we get no satisfaction. Now the waste container has been removed!Their customer service is no existence. I have these guys on autopay. I get no service. Help!***** *********

  Business response

  10/31/2024

  Hello,
  
  My name is ******* ******** with Republic Services. I am the Sustainability Advisor for the City of *********. I am following up regarding a BBB complaint from ***** ********* in the City of *********. Our leadership team received a notification that the trash cart was removed from the property.I advised *****, a request to have a replacement trash cart delivered before the end of the business day on 10.31.24 was entered in our system. I received confirmation from our Route Supervisor that the trash cart was delivered at 3:45 pm on 10.31.24.  
  
  On October 22nd, I mentioned to ***** that I will monitor the account for one month to ensure services are rendered. I will continue to monitor and confirm with ***** services are rendered for one month with photos.
  
  Please advise if there are any questions.
  
  
  Thank you,
  
  ******* Furlough 
  Sustainability Advisor
  
  *******************************************************
  e  **************************************************************
  C **************
  w  **************************
  
  
  

• Initial Complaint

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Missed scheduled trash pick up on 10/17/24, filed missed pickup online on 10/18/24 (see attached email confirmation) with no response from company. Missed scheduled trash pick up on 10/24/24, filed missed pickup online on evening of 10/24/24 (see attached email confirmation). Called company on morning of 10/25/24 and was told trash would be picked up on Monday, 10/28/28 (see text confirmation), filed missed pick up Tuesday 10/29 (see attached email confirmation). Called company morning of 10/30/24 and was told trash would be picked up today by 5pm. Received a courtesy call at 1:14pm asking if trash had been picked up, I informed him that it had not. When I asked when it was picked up I was told he didnt know but would have the supervisor call me. My trash still has not been picked up nor have I heard from the supervisor.

  Business response

  11/04/2024

  We did miss the customer.  A credit of $57.00 dollars has been issued.

  Customer response

  11/05/2024

  
  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

  10/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In July my services were paid for through the end of the month! I called to cancel services on 7-28-2024 they informed me it would be ***** to return their container if they picked it up. I washed the container and returned it to the ******** co location. They gave me a paid in full and returned can receipt. I also canceled my banks auto pay through them. In September they auto billed my checking account after I told them not to! I called the bank and disputed the charges the bank returned my funds! Then in Oct I received a late notice from republic trash services. They have not serviced my house or account since JulyI have not received any bill for anything yet I get a late notice from them!! How do you stop this harassment? My account was closed in JulyI totally refuse to pay for nothing!! I have never been late on anything I have owed in 69 years I have a credit score of 815 plus this is nuts!

  Business response

  10/31/2024

  From our Billing Department: All the charges on the account have been credited off by the ARC.  The account has a zero balance.
  
  This is as of 12:20 today. 

• Initial Complaint

  10/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for yard waste service in the spring of 2022 with the terms that my yard waste bin and unlimited bags would be picked up weekly April through November. Service was good until 10/29/2024 when they picked up the bin but no bags. I reported a missed pickup and stated that the bin was picked up but not the bags. I received an automated message the following day saying that bags are no longer serviced. Called to inquire and was told a note was added to the account on 10/15/2024 saying only the bin would be picked up going forward and no bags. I was never notified that my contract was being modified until I called to inquire. I located my email for the quote and verified that the price I was quoted included unlimited bags in addition to the bin. I have cancelled services with Republic, I feel that this type of business practice is dishonest at best. Now they are charging me for the pickup of the containers even though I feel they have broken our contract and I have no choice but to cancel. I also had paid for yard waste service for the year, they broke the contract during the most important time of the year for yard waste, I think what I paid should be refunded.

  Business response

  11/04/2024

  I spoke with ****** and explained the error in communication. He has already moved onto a new service provider but i did agree to do all removals at no cost to him. Also, the yard waste will be refunded for November and December. 

• Initial Complaint

  10/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have had an account with ********************** since 10/2023. Billed ***** quarterly. Everything was fine until I made a July payment of *****. I would have been covered until october I believe. After my July payment I was immediately billed again *****, due Aug. Said it was my July bill. They cut my services off on Aug. 30th billed me again for *****, for sept-oct. Hadn't even picked my trash up since August. Plus ***** fee. I switched trash companies because I was supposed to be billed quarterly at *****. I don't owe them anything but they are saying I owe ****** and if I don't pay it will be on my credit.

  Business response

  11/04/2024

  The account has been fixed.  The dollar amount has been zeroed out to show current and the price has been rolled back to $48 a quarter.

  Thanks,

   

  ****

  Customer response

  11/06/2024

  
  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,
  
  **** *********
  
   
  

*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. ↩