ComplaintsforRepublic Services Inc

• Initial Complaint

  01/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have been charged for over one month of services and have not received service. I called and was only credited for one week. We have not received service since before Christmas. We have cameras all over our building. The driver apparently, dishonestly reported that he/she made pick-**** Our trash is overflowing and there would be no need in our contacting your company if this was true.

  Customer response

  01/26/2024

  We are seeking a credit or refund for services not received. Also, contact by the business so that this does not happen again. 

  Business response

  01/30/2024

  I spoke with Mrs. ******* today and she believes she has not been serviced for the month of January. I informed her that I show her being serviced as normal on each Tuesday. We discussed the normal delays during holidays when we move the service day back by 1 day and she was aware of that. We came up with a plan moving forward to flag her account to have the driver provide photos and GPS sent in weekly for the next month.. I will also do a weekly site visit to inspect the container. Lastly as a good faith gesture I reached out to the Sales manager ************ and he will issue an additional credit to her account for resolution. 

  Customer response

  02/03/2024

  
  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

  08/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Service was canceled. I paid IN FULL for next 3 months a day prior to cancellation. They said I was required to pay for full month. They said they would reimburse me $60 for balance owed. I have contacted them twice and still no check for refund as promised. This company has been cheating customers who have switched to their competitor.

  Business response

  08/25/2023

  Customer called on July 13th to cancel service, there is a $5 fee to remove the cart and a refund for $55.06 was sent to the customer. Republic Services published policy which is communicated to all customers is services are canceled as of the last day of the month. The cart would have been picked up on the next scheduled service day which was Monday 7/17 so the customer received 3 out of 5 Monday pickups for the month of July. A policy exception will be made in this case and a credit will be processed for the remaining 2 pickups not received of $12.35.

  Customer response

  08/26/2023

  It is 8/26/23 and I HAVE NOT received the refund or credit promised me by Republic. It has been 41 days since I cancelled. I object to having to PAY THEM $5 to pick up the container that is their property. Why would a customer be required to arrange to return the container to them? When do the plan to give me the refund or credit as promised? NO, it is not in the maiil! This is not acceptable and dishonest on their behalf. Enough gouging and lying to the people who supported them for almost 50 years. I  have never had a late payment or failed to pay extra for services;  this is my reason for the cancellation and moving to *******. 

• Initial Complaint

  06/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have a contract with them and my trash is not being picked up. My trash has not been picked up for two weeks. I would like for them to not hold us to our contract when they do not honor their end of the contract.

  Business response

  06/14/2023

  After speaking with the customer, she advised we did service her this week.  We also took all the accumulated trash.  She was pleased it was taken care of.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have previously filed a complaint and it was closed due to Republic offering a 1 month discount. However, once again it's trash day and no trash pick up. No notification that trash will be delayed and they really keep expecting me to pay for services they do not provide. 1 month discount is not sufficient when every single week pick up is missed and nobody contacts me. I requested a manager contact me previously and nobody has reached out.

  Business response

  05/10/2023

  We have reached out via phone to better assist resolving your issue and issuing the correct amount of credits and discussing you're ongoing service issues.

  Customer response

  05/14/2023

  I am unable to contact this business within business hours due to the nature of my Job and I am not allowed to have my phone for security measures. Please contact me at my email ************************* 

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Repubic Services will not let me take my garbage out ! They do this by blocking my driveway, tipping over my garbage cart . Damaging the garbage cart so it will not roll . I have complained many many times . I have spoke to Supervisors and Managers ! I have showed them videos that are undeniable! And still it gets worst ! I’ll be 70 years old this year . I already struggle to take it out ! Please leave me alone and quit harassing me . I have videos showing the harassment.

  Business response

  04/14/2023

  We spoke with this Customer and we will monitor this account and Customer has our contact information if needed.

  Customer response

  04/18/2023

  I have complained to Repubic Services for over 2 years . There must be over 30 complaints. IS JUST GETS WORSE!!!!! The supervisor and manager have done absolutely NOTHING !!!!! The supervisor told me our conversations are REDUNDANT !They talk Down to me and act like I’m putting them out even though the videos clearly show there employees doing it ! 
  I was Hoping Corporate in Arizona would step up cause Las Vegas does Absolutely NOTHING ! I already struggle to get the garbage out !

  
  ******* ** *******  Handicap war veteran . 

   

   

   

  Customer response

  04/22/2023

  it will take at least a month , 4 pick ups to see if this issue is resolved .  This has been going on for 2 years . 

• Initial Complaint

  04/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Republic Services did not empty my dumpster on my schedule date, April 5, 2023. On April 6, 2023 I called Republic Services to inform them I had a missed service. I was informed the dumpster could not be emptied because it has horse manure in it. Since 2018 my dumpster has been emptied without question. I was never informed I could not put horse manure in the dumpster. Without warning Republic Services is refusing to empty the dumpster and its now my responsibility to empty it. I have always been a good customer and pay my bill promptly. I do not know how to resolve this issue and I feel Republic Services is being unreasonable.

  Business response

  04/13/2023

  We are sorry for the inconvenience that this has caused you. A Municipal Solid Waste container is not the appropriate place to dispose of horse litter contaminated with urine and ***** matter.

  This account has been closed and a container removal is scheduled for 4/27. We wish you the best with your new provider.

  Customer response

  04/20/2023

  Please note the complaint has not been resolved and I have not had a reply from Republic Services. I still have a dumpster on my property that was last emptied on March 22, 2023, almost a month ago. I have made on my payments to Republic Services before the due date and consider myself a good customer. Thank you for your help.

  **** ***
  

  Business response

  04/21/2023

  We are sorry for the inconvenience that this has caused you. A Municipal Solid Waste container is not the appropriate place to dispose of horse litter contaminated with urine and fecal matter.

  This account has been closed and a container removal is scheduled for 4/27. We wish you the best with your new provider.

  Customer response

  04/27/2023

  I would like to point out, I was never informed by Republic Services they do not accept horse manure, as my dumpster was emptied for 5 years containing horse manure. The last day my dumpster was emptied with horse manure was on March 22, 2023. Why was I not informed of this policy change? I certainly would have stopped putting horse manure in the dumpster. Instead, Republic Services canceled my service without warning and I was left scrambling to find another company for household trash pick up. Terrible way to treat a good customer that promptly paid their bill before the due date for 5 years! Absolutely no communication to their customers for changing their policies. 

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been with ******** ********** since 2015 in ******** **. So much for caring about long-term customers. Since Republic bought the company, I have complained NUMEROUS times about their customer support including everything from trying to pay a bill, missing a pick-up, or trouble updating an expired card, to the placement of our dumpster blocking our ability to pull a trailer in and out of our driveway. The service is AWFUL! They have known we have been dissatisfied customers for months now. If you are not locked out of their website redirecting you to call, you are on hold for hours, sometimes hung up on after waiting, and then relayed from rep to rep without any resolution of the complaint. Yet, they have increased our rates for this awful service! I have never gotten a response back when I have a problem. I tried to cancel my service today, and lo and behold, I was called within hours today with threats that I could not cancel without an enormous price gouging fee, due to a revolving contract, EVEN if I move out of the state! This is criminal! They said we could not negotiate our contract, yet.. What they did offer was that THEY could rewrite a new contract. Why would I do this if I want out? I don't even understand what this means. I WANT REPUBLIC TO END MY CONTRACT, PERIOD!!!! Negotiate a reasonable fee if they must, criminal, again should be illegal, just end the contract. Republic, your company's service is despicable, and criminal how you operate in a way to force me to stay with TERRIBLE service. END IT NOW! I have been complaining for months!! Republic never cares if the customer is unsatisfied, END CONTRACT!

  Business response

  03/20/2023

  We have ended the contract and will be vacating the dumpster at the end of March. We have already notified you this will be happening.

  Customer response

  03/28/2023

  Due to the vast volume of complaints with BBB and Consumer Affairs sharing how Republic 1) continues to charge customers whose accounts are closed, and 2) fails to remove trash containers as promised, I will be happy to request this complaint be closed upon the actual cancellation of the account without further charges as my account is paid in full through the month of March, and the actual removal of the dumpster on March 31, 2023 as outlined in an email from the company representative. I am hopeful this will occur as promised and we can move forward. 

  Business response

  04/05/2023

  We have removed the equipment and your account is closed.

  Customer response

  04/07/2023

  the company has charged me for an additional $126 that has not been refunded. As can be seen in several other complaints, this is not uncommon for Republic, and as such, I am Leary to remove complaint u til refund is made.  When this charge is refunded I will close this complaint. 

• Initial Complaint

  03/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had trash collection service with Republic Services. My bank account was debited for $123.57 on 1/3/2022 for 3 months in advance (Jan, Feb, Mar). On 4/12/2022 my account was again debited for $134.13 for service for (April, May, and June). However, I had suspended my service when I left on vacation overseas the first part of April 2022. I was told to call when I returned to restart my service. Republic Services sent me an invoice showing the credit of $134.13. However, they started charging me for service against that credit before I returned from overseas. I called and asked for full credit and was told I would receive payment. I did not reinstate my service but was automatically drafted again. Dissatisfied with them, I called and cancelled my service in early July 2022 without ever restarting it. I was told I would be reimbursed for the $134.13 credit and was given an appointment to turn in my cans which I did. On 11/10/2022 my bank was debited for $54.87. I complained and got bank credit for $54.87 on 11/21/2022. Every time I call, they pull up my account and I am told I will receive payment for $134.13, but the check never comes. I want a check for $134.13.

  Business response

  03/20/2023

  Please see attached

  Customer response

  03/31/2023

   Republic Services sent me a check for only $43.61. They still owe me $100. I discontinued my service and turned in my trash cans 6 months ago but they are still invoicing me and now showing that I have a zero balance. However I want the rest of my money back on the overpayment and their credit statement 8 months back shows this. I had to change my bank account so they could not automatically draft my account for service I was not receiving because I was on vacation, suspended my service and then I cancelled my service.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cancelled my account in December. Charged me for removal of my dumpster twice. Why not bill client when they cancel. Why do you steal from people 3 months after service is cancelled. It is my fault for allowing automatic payment. I will take this as a precursor that other companies with auto pay options decide themselves when to steal from you.

  Business response

  03/13/2023

  Hello,

   

  I have spoken to ****************** and this has been resolved. He has my direct dial for any further question's he may have. 

   

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

  Customer Care Manager

  Customer response

  03/22/2023

  When I spoke with ****** I told her I would contact her if there were any further issues. When I tried to respond to the BBB email I was already to late. I was allowing time for the multiple transactions to settle so I could provide more information. I've been billed four times since I closed my account. One disappeared. Two were refunded. The fourth is still pending since they just sent it to me. I simply want them to leave me alone. They said they couldn't help. I thought that the BBB simply wanted to know about the four month harassment I have been receiving. If you are able to help me out please let me know. I don't understand what else I should do.

  Business response

  03/29/2023

  I have spoken with Mr. ******** again. We did apologize for the billing issues he has experienced. In reviewing his account there was a delay in cancelling his service when he initially called into us in December. The account was not actually cancelled until the end of January. This caused a January and February invoice to be sent out to the customer. The delay in cancelling his account at the time he called in is also what caused the delay in generating all of the final invoices and we did apologize for this.  We did issue credit for the month of January which he should not have been billed for. All credits have been applied to the customers account and there is a final balance owed of $162.88. This balance will not auto pay on his account which was another of the customer concerns. Again we apologize for this error and the customer can rest assured, once the final invoice is paid, there will be no further bills generated for his account. 

  Customer response

  04/07/2023

  This issue with republic services, they continue to take money from my account randomly. Despite the fact I tried to close my account and pay my final bill. When I spoke with their representative, I was told their is nothing she could do about their autopay nonsense. So I told their representative that I will wait for one month after they have stopped dragging out this ordeal. To affirm their negligence in their billing department. I wish I could simply pay my bill and stop being harassed by their phone calls. 

• Initial Complaint

  03/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been using Republic services as my waste provider since they bought out the farmer company in town called Wyoming disposal. Originally my monthly bill for once a month pick up on a 2-yard dumpster was around $75 about a year ago they started trying to raise my bill by a few dollars a month claiming it was a fuel surcharge. After a couple of months of this I called them and told them if they were going to continue to raise my bill I was going to cancel the service. I have no service contract with them. After that phone call one of their employees told me that my bill would be lowered if little bit which it was and then I should have no further problems. Probably two and a half to three months ago my bill went from I think it was $81 or $82 to $120 a month so I called that night and told them to cancel my service right then I was told it was done ever since I have been having to call them almost weekly to every two weeks because I get late charges and my dumpster was not removed and they were telling me that I was still a part of their service. I work out of service a lot so I asked him not to try to call me just to get it done I was told it was done. So this went on for at least 2 months I began to receive late notices and they would not remove the dumpster from my property after I'd already contacted another trash service and I finally had to call I don't know how many times it was after that at least three or four times and tell them to get it done and then they emailed me. They emailed me after I told them I wanted it done after they told me that it was canceled and they told me to send an email with my contract number which I didn't have so I sent them my account number to a certain email because that was the only way to cancel my service. If that was the only way to cancel my service it should have been communicated with me the first phone call. Today about a week after they finally removed the dumpster I get a late bill for almost $300. I'm out of ro

   just wanted to add to a complaint I filed earlier. I ran out of room. They billed me for a pickup that I did not schedule, they also put on the bill twice for pickups for the month of March after they remove my dumpster on the 25th of February. The bill said March 1st to March 31st. The unscheduled pickup they said that they did had the wrong date on it so I think they're trying to bill me for a pickup other than the one they said. I've been lied to multiple times by multiple employees with this company I'd like my bill set to zero and not have to pay them another dime since I canceled this service and they couldn't do their jobs and make sure it was done.

  Business response

  03/21/2023

  Good morning. This account has been closed despite the fact that we did in fact have a service agreement for the account. The agreement clearly states in the terms and conditions that we reserve the right to raise prices based on numerous factors. Diesel pricing is the highest it's been in years and the inflation rate impacts us as well as every other company/individual who purchases products. There are many parts, equipment, landfill disposal increases, utility increases as well as yearly labor increases that impact our business. It is unreasonable to expect rates to not change based on these factors. Based on this service agreement we should have provided services until Dec. of 2024 due to the contract went into a second three-year term or charged 50% of the remaining months of the contract in liquidated damages. While we do understand ****'s frustration with contacting us, we experienced higher than normal call volume due to numerous customers receiving increases and also the fact that **** works outside cell service area is beyond our control as well. We consider this matter resolved with the account being closed.

  Customer response

  03/29/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19549357, and find that this resolution could be satisfactory to me as long as all billing to me is indeed reduced to zero. I do not agree that I signed a service agreement as I never signed anything with Republic services. My ex wife who the service agreement was signed by with Wyoming disposal in 2018 no longer has my last name or lives here or is married to me etc. Her agreement was also with Wyoming disposal not republic. Also I should not even be remotely accountable for someone I have been divorced from over three years. During those three years I had the account switched to my name and all billing sent to me with no service contract. They're reaching way too deep on this one I was told multiple times by their employees things were settled and they were not. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** **********
  
   
  

  Customer response

  04/26/2023

  This is a continuation I guess I'm an earlier complaint. I had filed a complaint before to the better Business bureau about this company with a difficulty I had with them canceling my account and my understanding was the company finally agreed to cancel my account and erased my bill to zero. I received a voicemail yesterday that they are trying to collect on an apparently passed you account that should not be passed due. It took me several phone calls with this company to get my account canceled and finally had to do so through the better Business bureau. I asked them to erase my bill because I was told several times by different people in the company in my account was canceled and it took them way longer than it needed to. They billed me for pickups that I did not schedule. And now they're saying I'm past due when I am not. They billed me for the month of March after my service was canceled in the dumpster was picked up and are trying to say that is past due. They claimed I had a service contract which I did not. My ex-wife who I've been divorced from for more than 3 years had an account with them but not me. That service contract was 2018. I have told multiple people in this company to put a note on my account that I work out of service and cannot answer the phone during normal business hours. But they continue to try to contact me even though my account is supposed to be closed and no bills. This is starting to border on harassment from this company I would like my bill erased and said it zero and no more contact from this company as no one there can do their job or tell me the truth.

  Business response

  04/26/2023

  I am showing the last payment made on this account was 12/14/2022. The amount due on the account is from January and February services. If you made a payment after Dec. of 2022 please provide our billing department with those details. 

  Thank you,

  **** *****

  Sales Manager

  Customer response

  04/26/2023

   I will not accept the business's response. I called to cancel my service in January I will not pay for a service that I called to cancel. I told their employees I worked out of service to come get their dumpster. The fact that the dumpster remain on my property and they picked it up during January and February is on them. It is not my fault their employees cannot communicate and do their jobs. They need to get their act together and quit charging people for services they canceled. I did not ask for a February pick up I asked him to get the dumpster off my property. They need to stop their games and cancel the bill this is nonsense.

*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. ↩