ComplaintsforRepublic Services Inc

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Republic waste garbage trucks drive down the road (US RT 30) leaving a trail of trash flying out of their trucks. This is a chronic issue and yesterday one truck lost approximately 18 pieces of garbage to land in the road ditch while traveling only 6 miles. This garbage is a danger to wildlife and planet health while also leaving our landscape littered with trash that was responsibly picked up until Republic took it. Companies need to be held responsible for their impact on local ecosystems.

  Business response

  10/31/2024

  Republic is an environmentally responsible company and we will address this going forward with our drivers and ensure this is not an issue going forward. Additionally there are other waste companies that travel this road as well to the landfill that is located in ********. We will do our part to make sure our trucks are not causing litter. 

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reviewed my mothers bills and saw that Republic services was outrageously charging her. She was charged $421.87 in April, $419.12, in July, $414.33 in October. We have records of her charges clear back to 2010 which is astronomically high. 2023 she paid $1449.29 , 2022 $1167.10 2021 $1072.14 After hours of phone calls to Republic services I was told by 1 employee that my mother was part of a municipality, and somehow she was overlooked and she was not being charged the base rate. I was told all rates are the same for everybody which is a base rate of $60 a quarter with a garbage cart. My mom has used her own little garbage can for years which maybe fits two bags. She said she did not have a republic garbage cart because she would have to pay for it. After more phone calls, I got a phone call back from a supervisor saying that they dug back to 2010 and they had sent out a flyer and my mother had an option to sign up for recycling. Since she did not sign up for the recycling, she was charged as an open market customer which pays differently. When I ask for this flyer, the company could not produce a copy of the flyer that states she would be charged an open market price if she did not sign up for the recycling program and would be charged $350 more a quarter than everyone else in her neighborhood. I was told my mother should have called and asked for a lower rate. Shes been a customer for 41 years and didnt know she could ask for a lower rate. I checked on a lower rate for her and they lowered it to $149.72 which is still $89.72 higher than the base rate of $60.00. I was told that I couldnt go with another *************** because they had a contract for that area, which is not true, because there are three different garbage companies that pick up garbage on my mothers road. We canceled Republic services and went with a different company which gave her a garbage cart. She has paid $6643.32 since 2017 to pick up 1 trash can.

  Business response

  10/30/2024

  Good afternoon,

  I have spoken with the customer's daughter who is the Power of Attorney. I emailed her several copies of the mailers we sent to advertise the Preferred Vendor Recycling Program in their Township that date back to the beginning of the program and through the years since was started.  She was concerned for other customers and I explained that it is an optional program but customers must enroll in order to receive the benefits.  

  Her mom was not enrolled in the recycling program but is still eligible.  I offered to enroll her mom in the recycling program and I would credit the previous cycle rate back onto her account which would essentially give her multiple months of service as credit on her account.  Her mom had already signed up for service with another company and declined the offer.  

  I let her know that she is eligible to return at any time in the future and asked her to contact me with any questions or concerns.

  Thank you,

  **** ***** - Republic Services **************

   

• Initial Complaint

  10/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have a refund of *****, that I was told by 2 agents I talked to on phone, ******* on October 23rd 2024, and ******** on September 30, 2024, that would be mailed to me, when I canceled my service, because I was being price discrimination, now Republic service is telling me they are charging a ***** fee for can pickup, which the agents said nothing about that ,and was told I owed nothing and That I would receive ***** check in mail when they close account, can you guys please check into the issue and the price discrimination that is going on with the company, example I was being charged ***** more dollars then my neighbor for same exact service, I am asking to get my ***** refunded to me in check form

  Business response

  11/04/2024

  The $30.64 refund to be issued by check per Mr. ******** request has been entered in Republic's system for payment. The check will be mailed from our **************** in ******* and can take up to 3 weeks for processing. I will provide a check # and date through the BBB website when available. I apologize for the misinformation our former customer received. My point of contact information is ***** ****** - Business Unit Finance Manager **************.  

  Customer response

  11/08/2024

  
  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

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Republic missed a trash pickup and I called them the next day. The ***resentative said they would come out and pick up my trash for no fee. The next month I got a bill for $500 plus. Two weeks ago I called and paid the one month I owe and she wanted me to go ahead and pay the $500 and she said the rest would be credited towards future bills. I said No and told her that was theft if I have to pay for something I don't owe. Yesterday I got a suspension Email. I called this morning and the ***resentative said that they never told me the rest would be credited and that I called for an extra pickup. She also said that I can't prove the first pickup wasn't done.YES I can. The reason they didn't pick it up is because they made an error in their paperwork and listed me as an every other week pickup by mistake. They got that corrected on the first call and that's why they said they would come get my trash for no additional fee. This morning the *** said there is nothing I can do and I have to now pay them them extra $400. Their core values state that they provide what they ********** steady they are scamming in people.

  Business response

  10/25/2024

  I have verified the incorrect service level that lead to the 'extra pickup' charge and 'overage' charge. The waste backup should have been recovered at no additional charge. Therefore, I have processed a credit for those charges in full.

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 25, 2023 I had set out a yard waste container full of light weight trimmings. A Republic truck came & tried picking the container up with the robo arm and crushed the container. I saw it happened, but I didnt approach the driver. I thought it would be able to file a report on the website (which wasnt easy to find). I have sent 3 emails now & have only received 1 initial response saying that **** ***** would investigate. I have not heard back since.

  Business response

  10/28/2024

  Our Operations Supervisor reached out to resident on 11/28/23 @ 11:05am, with questions in regards to container and if the resident had a truck number to see what happened.  We will follow up directly for container replacement on Monday 10/28/24.  

  Customer response

  10/28/2024

  Yes, that was the response I received. I didnt confront the driver at the time - next time I will.  I thought it was better to work through the system than yell at the driver.  It should NOT be my responsibility to get that information.  You should know what drivers are assigned to routes.  I never received any follow up after that initial response.  Im still waiting for a credit or a new container. 

  Business response

  10/28/2024

  New container was delivered on 10/28/24.  Pictures upon request, they will not attach to the BBB response.  

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: 10.23.24- This took place yesterday I have a complaint about one of your drivers. He drives truck number #**** He services the area of ***********************, ** He was awful to me and 4 other women. We sat and waited for our kids to get out of school, All he had to do was be polite and ask for us to move our cars out of the way so he could do his job. Instead, he was a total a****** and began to move his truck close to our cars as if he was going to hit us, not okay not right to abuse his POWER with your company truck. The woman in front was able to move and go around him.I moved forward thinking he was done, So he came back out from a building and gave me the craziest nasty dirty looks and then started yelling at me in Spanish I don't speak Spanish But I understood everything he said so he's not very nice, he's not customer service, he's not safe and he likes to intimate women in their cars. I know this wasn't part of his training as I hold the same as him and I know how to be respectful period.If I see him again and he does this again, I will call your company and complain about him again. This is a school zone, and he drives over the school limit. Retrain him; he needs a lot of work.

  Business response

  10/25/2024

  Dear ******* *********, 

  My name is **** ******** and I am the General Manager for Republic Services.  I regret that you've had this negative experience with one of the drive.  This inappropriate and unsafe behavior by the driver is not indicative of our values nor our training.  I reached out to you via phone at ************ and left a message.  However, you can reach me on my cellphone at ************.  I would be happy to discuss this matter further. Moreover, please don't hesitate to contact me if any future issues arise. 

   

  Thank You, 

  JP. 

• Initial Complaint

  10/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This company has repeatedly accepted my money without fulfilling what they are to do. My trash pick up day is every Tuesday. My husband has called them multiple times over the years when they fail to pick up. Sometimes they reschedule, sometimes they don't. 10/22/2024 was a scheduled day, today, I still have my trash bin on the end of my driveway. When I called them yesterday, I was told they can not reschedule a pick up. I can wait until next week or I can take the trash to the land fill myself. This is unacceptable when the waste companies in my area are limited. I will gladly pay more for a company that will actually do what they charge me to do. Apparently since I paid 8/1-10/31 already, they will or won't and get away with it.

  Business response

  10/29/2024

  Dear ******* ****,
  

  We appreciate you taking the time to share your thoughts and opinions about Republic Services.  We greatly value the feedback and comments. We believe listening to our customers is the best way to improve our service and the customer experience.
  Today, Tuesday 10/29/24 is your service day and we will ensure to recover your waste cart and if needed the past service day 10/22/24 waste to make your services whole.
  
  I apologize for the miscommunication you received and appreciation that you are taking the time to let us know so we can correct it. We can return for any miss pick *** reported. This was an error that it was communicated to you that we could not return. Your past invoice for $125.49 that covers August October 2024 will be credited for the miss pick up reported and the error that impacted your experience.
  
  We have provided you with $19.33 credit for the missed pick *** you referenced. A great tool that is free with your services is our Republic Services app and online account options for communicating your needs. Please visit us at ************************************************ to enroll or your App Store. 
  
  Your understanding and business are appreciated. Thank you for your time and willingness to share your experience with us.

  Sincerely,
  

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

  Customer response

  10/29/2024

  
  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

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We received an invoice with a large increase in our rates so we decided to cancel. We were told when we spoke to a *** about cancelling, we would not pay anything further, and cans would be removed September 3rd. We cancelled our auto pay, I deleted my card information also. The back of the invoice said that when you pay it, you agree to the new price and terms. We did not agree to the new terms so we were not going to pay it. Well the due date came and we were charged on 8/20 on the card info I DELETED and did not consent to be charged, not even for auto pay. We did not agree to the new terms either so therefore should not have been charged for it. When I called customer service, the absolutely rudest person I have ever spoken to told us the previous *** was wrong and they had every right to charge us. Not happy with his aggressive response, I contacted a new *** on a different day. I attached photos of this conversation. She told me the previous *** was WRONG and we should NOT HAVE BEEN CHARGED THE NEW RATE. She said we can ask for a refund after the cans were picked up and we got a new invoice. She also credited our account $39.00. The cans were picked up between 8/29-8/30, EARLIER than we were told. So republic trespassed on our property and went right up close to our house to grab the cans. Had we known they were coming early, we would have had them on the curb. But they illegally went on our property to take them. We contacted a new *** after the final invoice because it did not seem right. It said it cost $114 for can removal and we owed them TWO CENTS. We were told $39 for each can would be it. Why are we being charged fees as if it were a regular garbage pick up. We were also told a separate company picks them up, nope, turns out republic did (once again lied). Two two cents were graciously removed. The numbers do not add up.

  Business response

  10/31/2024

  all payments and fee have already been credited back to the customer.  there is a zero balance due at this time.  We have also credited an additional month totaling $108.69 that will be processed in the next business day

• Initial Complaint

  10/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  **************** ******************* Date: Current and Ongoing Dispute: Auto-renewing contract without notification of renewal and the application of unreasonable liquidated damages and a fee to remove Republic's container from our property.Amount: $1,667.60 + Any Additional Fees Republic reduced the liquidated damages fee from $2,301.75 (6 months service) to $1,534.50 (4 months service)

  Business response

  10/25/2024

  Hello
  
  I am the ************* Manager for ******************** for our local **************. This is being reviewed by our leaders. Once response is made, we will update customer. 
  
  Thank you. 
  
  
  ***** *******
  ************* Manager
  **********************************************************************************
  o ************ 
  e ***********************************

• Initial Complaint

  10/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled my trash service and now they are trying to charge me a $51.75 fee for coming to my property to pick up their trash receptacle!

  Business response

  10/25/2024

  Good afternoon,

  Our account notes indicate the customer was advised of the removal charge during the cancellation process and later refused to pay the charges.  

  We have applied a credit to the customer's account to remove the charges.  Please contact us if there are any remaining concerns.

  Thank you,

  **** *****, Republic Services **************

   

*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. ↩