Republic Services, Inc. Customer Service Issues

I've had ongoing issues with missed trash pickups despite multiple attempts to have it corrected. After several complaints, I finally spoke to a customer service representative who assured me the service would be cancelled and the cans picked up by Monday, June 6. However, it is now five days later, and the cans are still in front of my driveway. My home association has contacted me about this, requesting that I move the cans back to my yard. If I am fined for this situation, I hold your company accountable for any financial consequences.

Three weeks ago, we put out four bags of trash. Two were left behind, and the third was torn open. I re-bagged them, but last week, the trash man went through all four bags, leaving them again. Today, he did the same. When I confronted him, he mentioned yard waste, which wasn't in the bags. We handle yard waste separately. He threatened to leave our trash next week. I pay for the service and expect professionalism. The trash cans are also being mishandled and broken. This is becoming costly. Sincerely, A dissatisfied customer

I have been patiently waiting for my service to be terminated and the dumpster to be collected. When I initially agreed to the contract, I was informed that my monthly fee would be $35. This sounded too good to be true, so I asked the sales representative repeatedly if this was accurate. He reassured me multiple times that $35 would be the only charge, apart from the $[redacted] one-time drop-off fee. Therefore, I was dismayed when I received my first bill totaling $[redacted], which was unexpected. The charges have now escalated to $[redacted], which is unreasonable. I refuse to pay this amount. Kindly arrange for the prompt removal of the dumpster and cease charging me for services I have not requested. The representative should have been transparent about all charges from the beginning. I find myself in significant debt due to this oversight, and it is unacceptable.

I believed my previous invoice was paid promptly as usual. Upon discovering that my account number was unclear, I contacted customer service to provide my bank's routing and account number for the payment. Despite being assured by representatives that the issue was resolved and given a confirmation number, the payment was never debited from my account. I have always been a timely payer, and I am troubled by the conflicting information provided by customer service. I am disappointed that the payment information was not relayed to my bank, creating a lack of trust. I have decided to contact the state's attorney general and the Better Business Bureau to report a potential bad faith claim against Republic Services. I expect better communication in the future to avoid such situations.

I would appreciate it if you could review the phone conversation I had with your customer service representative this morning on June 26, [redacted]. I was not informed about a recent payment reversal until May 31 when I received a service interruption letter. I promptly made the payment and was assured that all fees would be waived. Unfortunately, this did not happen, and during today's call, I felt disrespected and was told that Republic had already made significant concessions by waiving the interruption fee, implying I had the choice to cancel my service. I simply requested a small courtesy but was met with a dismissive response. I believe that if you review my account history, you will see that I have been a loyal customer and that the payment reversal may have been caused by an error in Republic's automated system. I am interested in continuing my service with your company, though I do have alternative options available. Thank you for your attention to this matter. Greg

We have been facing recurring issues for years. Only one garbage collector has been respectful in handling the cans, while the rest leave a mess in the street or obstruct the sidewalk. Blocking the sidewalk last Friday was unacceptable, as I daily walk with my three young children under 8 there. Due to the negligence of the workers, we are forced to walk on the road to reach the school bus. Furthermore, the recycling was supposed to be collected on Friday, but all 8 cans in our townhome area are overflowing with paper, posing a fire hazard with Fourth of July approaching. Additionally, there is a continuous flow of homeless individuals checking the cans. I kindly request immediate collection of the recycling. My husband is frustrated with the missed collections and insists on receiving the quality service we are paying for before making any payments.

Last week, my trash pick-up was missed, so I called customer service on Monday to report the issue. They advised me to leave the extra bags next to my bin for pick-up. When I returned home, only the bin was emptied, and the bags were left behind. After calling again, I encountered a rude staff member who insisted I pay for the bags because I didn't report the missed pick-up promptly. Despite being told the bags would be collected that day, he contradicted this and was unhelpful. When requesting to speak with a supervisor, he claimed there would be a 30-minute wait, but abruptly hung up on me when I asked again.

I am writing to inform you that your company is repeatedly violating Birmingham's Noise Ordinance, as outlined in Section 11-8 of the Birmingham Municipal Code. Your company's actions, specifically emptying dumpsters in the alley behind my home – which is within the [redacted] feet proximity specified by the statute – between 3:45 a.m. and 4:30 a.m. on Thursday and Friday mornings, are causing disruption to the residents of 9th Avenue South. This situation is especially problematic for my 11-year-old child, who suffers from Auditory Processing Disorder. Despite my numerous attempts to address this issue by contacting Republic Services, my complaints were not adequately addressed. Furthermore, my efforts to reach out to your company via Twitter were met with a block from further communication, which I find disrespectful. I have also notified the City of Birmingham and have considered filing a complaint with the Zoning Board due to the lack of response from your company. Your non-compliance with the noise ordinance is not only a violation but also a disturbance to the community. I urge your drivers to adhere to the City's regulations regarding noise levels in the specified area. Failure to do so may result in legal action seeking appropriate remedies through the Jefferson County Circuit Court. I respectfully request a meaningful response at your earliest convenience. Sincerely, Leslie M. Hand

I am writing to share our concerns about an incident that occurred on 10-16-18. Yesterday, the container department mistakenly removed our waste and recycle trash cans from our driveway. After realizing they were missing, we checked our surveillance footage and contacted Customer Support. We interacted with Valerie, who was unable to provide details but initiated a service request (#[redacted]) with the container department. Not receiving an update by the end of the day, we called this morning and spoke to Nettie. She mentioned the cans were scheduled for redelivery and explained that a mix-up due to a cancelled account might have led to the error. While mistakes can happen, we believe this situation should serve as a learning opportunity for the drivers to ensure they are collecting trash cans from the correct address. It was an unnecessary inconvenience for us to experience. Warm regards, H. and M. Henderson

To Tim Stuart, EVP of Operations, I have encountered repeated issues with my residential trash not being collected. This problem is exacerbated by a particular driver assigned to my neighborhood who I believe demonstrates discriminatory behavior. My address is [redacted] Rambling Rd, Greensboro, NC. I urge you to review my file as there have been multiple complaints regarding missed pickups attributed to this specific driver. Despite my efforts to report these incidents, assurances from representatives that the matter will be resolved have not been followed through. During a recent encounter, the driver indicated that there would be no consequences for his actions due to staffing challenges on his route and even went so far as to threaten retaliation against me for lodging complaints. This situation is distressing, particularly as I consistently pay for the same service on the same schedule as my white neighbors. As the only non-white family in our 35-year tenure in this subdivision, it is disheartening to feel targeted. I am simply requesting that my trash be collected reliably on scheduled pickup days. Thank you for addressing this matter promptly.

I have experienced recurring issues with my recycling not being collected for several months. Despite having to call regularly to schedule pick-ups, my recycling bins remain full. On the Friday before Thanksgiving, I preemptively contacted customer service to remind them of the scheduled collection; however, they failed to pick it up as promised. When I called at 4pm, I was informed there would be no pick-up until Monday and that no supervisors were available due to the holiday. The representative I spoke with was disrespectful and unhelpful, making light of the situation, even when I voiced my frustration. Despite my efforts to address the ongoing problem, the interaction with the representative, DeAshie, was unprofessional and led me to reconsider using these services in the future. I expect better service and respect as a paying customer.

I am a driver for energy services at [redacted] Brookglern Dr., Houston, TX. I work with the portables team. We urgently require corporate intervention to address the ongoing internal conflicts between Republic Energy and Republic Core. The disputes are escalating, affecting drivers and causing tension among us. Republic Core is refusing to allow Republic Energy to dump waste unless a fee is paid, leading to overflowing dumpsters. This poses health risks to drivers like me as we handle waste disposal. The chaotic situation extends from management to the mechanics' department. I am contemplating reaching out to CEO Don Slager to address the issues at the Brookglern yard. Tim Woods from Energy and Mrs. Randy from Republic Core at [redacted] Brookglern must collaborate to resolve these pressing concerns. Thank you for addressing this matter. - A concerned portable driver at Houston, TX [redacted] Brookglern

I took my trash out last week, but it was missed. I didn't report it and thought it was a one-time issue. Today, I took it out again, and it still wasn't picked up. After checking, I discovered it won't be collected until tomorrow. It's frustrating to pay for a service without being informed of schedule changes. This lack of communication led to my trash being scattered by my neighbor's dogs. Having to clean it up twice is disappointing. If this happens again, I will contact your company. This is the third time my trash has been missed since using your services, and I'm becoming increasingly dissatisfied with the inconvenience provided.

I am in need of assistance in scheduling a curbside bulk trash pickup through Republic Services for $30.00. I was previously informed by a customer service representative that this could be arranged on a regular trash day for the specified fee. I am the tenant on the property, and according to the representative, the property owner must authorize the pickup. Unfortunately, despite paying my landlord the $30.00 at the beginning of the month to proceed with the pickup, there seems to be a miscommunication. The owner was informed that bulk trash pickup is not available for my address. Due to my physical limitations, being handicapped and using a wheelchair, I am unable to transport this large items to the dump myself. I have been attempting to contact Republic Services through their website to speak with the same representative I previously spoke to, but I am encountering difficulties as the online chat requires the owner's information. I am feeling frustrated by this situation.

Last November, I received a notice that the trash collection services from Republic would more than double in the next billing period. I promptly called the customer contact number on the statement. After challenging the rate increase, I was informed that the new charge of almost $[redacted] was correct and another rate hike would occur later in [redacted]. I decided to cancel the service before the new rate took effect in November. I was informed there would be a charge to recover the trash containers, which I disagreed with, as the containers had been with the property since [redacted]. Despite cancelling in November, I received a Final Notice in February stating the account was seriously past due. After contacting Republic again, I am still awaiting a response despite being promised a callback within 48 hours. Last Friday, my wife received a warning message about the pending termination of Republic's services. I seek your help in resolving this issue promptly. Regards, Kevin Rademaker

I am disappointed with the service as my trash was not collected this week despite calling three times and being promised twice that it would be picked up on the same day, which did not happen. The third time I called, I was informed that no one would come until Tuesday, even though my regular pick-up day is Wednesday. The person I spoke with could not assist further as the office was closing soon. I was not offered an extra can or any solution. I paid for the service and expected better. It is important for a reputable company to fulfill its promises and address such situations appropriately with a backup plan in place. I hope this feedback reaches the appropriate individual for improvement. Thank you. - K

Subject: Update Needed on Property Ownership Change To Whom It May Concern, I have sold the property located at [redacted] Kilmaron Circle, Henderson, NV [redacted] on 11/21/[redacted], and have repeatedly requested that my account with Republic Services be closed for this address. Despite providing documentation, I am still receiving bills in my name, causing unnecessary stress. I have fulfilled all payment obligations to Republic Services and have been assured that no further invoices would be sent. However, I continue to receive bills, including one today stating it is past due. I have attached the Grant Deed to prove the change of ownership. Despite speaking with multiple representatives, including Ahmad in the Chandler, AZ office and Norman in Phoenix, I have been given conflicting information about the necessary documents to close the account. I am attaching the requested closed Water Bill and closed electric bill to expedite the process. I kindly request that my account be updated to reflect the property change, ensuring that no further invoices are sent to me. Thank you for your prompt attention to this matter. Sincerely, Dale V. Las Vegas, Nevada

I received my first invoice and noticed two $30.00 container delivery charges, along with a $27.79 fuel recovery fee. My concerns are that I was not informed about these charges prior to purchasing your services, which could have influenced my decision. I originally only requested one container but inquired about the cost of a second one. I am open to keeping both containers if I can receive clarification on these additional fees. I tried checking your website for information on fees, but I was unable to find a satisfying explanation. Can you please assist me in resolving this matter? Account [redacted] J. Oliver [redacted] Old Kuttawa Rd Kuttawa, KY 42[redacted][redacted] Preferred contact via email at [redacted]

Subject: Billing Inquiry To Whom It May Concern, I have been a long-time customer of Republic Services and have noticed a significant increase in rates over the past few years. Despite this, I decided to stay with your service and even received a rate reduction after speaking to one of your representatives. However, I have encountered problems with billing and communication between departments. After multiple calls to your service and billing departments, there still seems to be confusion regarding my current billing cycle. I was assured that my late payment fee was lifted, and that my rate should have been reduced starting the current quarter. Despite making the necessary payments, my upcoming bill does not reflect these changes. To avoid any further complications, I would appreciate it if a single point of contact could assist in resolving this matter promptly. I kindly request confirmation via email that my account is up-to-date through May, and that all future correspondence be sent electronically. Thank you for your attention to this matter. Sincerely, Nicholas B. [redacted] N Trooper Road Norristown, PA [redacted] Email: [redacted] Phone: [redacted]

I am a Republic Services customer under Promise Land Church in Hartselle, AL. On February 28, [redacted], I contacted the call center to cancel our service. Despite being told a salesperson would handle it and I would receive a call within 48 hours, no one reached out. After following up on March 6 and March 11, still no call came through. The lack of response to my request for cancellation is frustrating, especially since I have provided my contact number multiple times. If this is how Republic Services typically conducts business, I'm relieved we are ending our service with them.