ComplaintsforRepublic Services

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My garbage pickup is every Wednesday. The pickup was missed on Wednesday. I emailed a missed pickup and was told that the pickup would occur the following business day. I called Thursday morning and spoke with a supervisor. She confirmed the delivery would happen by 6pm. No pickup. I then emailed another missed pickup and called Friday morning to confirm. Again no pickup. I called 3 times today and was promised someone would come. no pickup. my HOA is beginning to complain about my garbage can on the street. I have not received a single return call from anyone at Republic Services. They do not care about me as a customer and being that my garbage is the only one on the street not picked up, I find this to be discriminatory. The city of ******* only allows residents to use their company, so this monopoly affords them the benefit to disregard their customers. Bottom Line, is i was charged for services not rendered and have been repeatedly lied to by the "supervisors" of this company.

  Business response

  10/07/2024

  Hello,
  
  
  I spoke to the customer and he explained this cart wasnt picked up since last week and his service has been spotty for the last few weeks. I have spoken to the driver and ****** the sup. Moving forward this will be carefully watched and picked up on time. Attached are pictures of proof that we have been there and emptied the cart today. I have also submitted a credit of two weeks to his account. 
  

  Customer response

  10/07/2024

   
  Complaint: 22383564
  
  I am rejecting this response because:
  The supervisor **** said he would credit me 3 weeks for the inconvenience,  not 2 weeks. This needs to be cleared up.  I was not provided a case number for this, but this credit,  but he said 3 weeks, not 2.

  Sincerely,
  
  Thetan Ariyamitr

  Business response

  10/16/2024

  Account has been credited 3 weeks. 

  Customer response

  10/18/2024

   
  Complaint: 22383564
  
  I am rejecting this response because:

  I have not received the 3 weeks credit.  My monthly bill comes to  $125 dollars.  I should see a credit of $93.75. The only credit on my account is for  $14.55. This was from a previously missed pickup.  Republic services has not provided what was promised.  Again. 
  
  Sincerely,
  
  Thetan Ariyamitr

  Customer response

  10/18/2024

   
  Complaint: 22383564
  
  I am rejecting this response because:

  I am rejecting this response because:

  I have not received the 3 weeks credit.  My monthly bill comes to  $125 dollars.  I should see a credit of $93.75. The only credit on my account is for  $14.55. This was from a previously missed pickup.  Republic services has not provided what was promised.  Again. 
  
  Sincerely,
  
  Thetan Ariyamitr

  
  
  Sincerely,
  
  Thetan Ariyamitr

  Business response

  10/21/2024

  I spoke with the customer today (10/21/24) and explained the credits issued.  The customer is aware the 3 week of credits were pending to post to the account and is now posted.  Customer was not aware he is billed quarterly and thought he was billed monthly.  This was also explained. I did issue additional credit to the customer after reviewing the account.  He's aware to review his account by the end of the week.

  ****** *.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We constantly have our garbage missed and so we switched from the back of our house to the front to see if things would improve. We were told the people servicing the route would get a message showing the front of our house was added to the route and we would not miss a pick up. My husband was on a phone call so could not run out but he watched as the recycling truck based our two blue bins and picked up our neighbors two bins which were within 5 feet of each other so instead of checking to see if our bins were added to the route or even assuming they had been they intentionally did not pick them up. They were completely full so now as we wait for someone to come back - which in the past has never occurred quickly (usually I have to call daily) we will have recycling building up. It is so odd that the folks driving the recycling would intentionally not pick up the bins.

  Business response

  06/27/2024

  The missed pickup issue was escalated to the operations management team for resolution and the service request was completed. I contacted the customer and left a message to call me directly at ************ if there are further issues.

  Customer response

  06/27/2024

  
  Complaint: 21900913
  
  I am rejecting this response because: I was told that recycling would be picked up on Tuesday and it was not, I called in on Wed and refused the ability to speak to a manager and was told it would be picked up Wed and it was not, someone called me Wed and asked if had been picked up and it had been not than she asked me bizarre quesitons like 'it is a wooden' house - it was a truly bizarre conversation, then I got a call from a manager and they said it was a mistake because this was a ' new resident and they put down the wrong route', I have lived here 15 years??  I called in again Wed late and they refused access to a Manager and told me they were unsure on when it would be picked up.  Pick up has been on ongoing issue and given their response I am 100% confident it will continue, there is no escalation process and they don't keep notes of what occurred. It is a mess but I am piling up garbage at my house on a regular basis which creates issues with rats and other rodents. I am paying for service and they are not providing it and when issues occur they do nothing.  
  Sincerely,
  
  *******************

  Business response

  07/02/2024

  An email was sent to the customer stating the following

  The driver serviced the containers that appeared on his route paperwork. Your address did not appear on the route paperwork, due to internal processing when the call center closed out the account at ***********. The account number at 47 Provo Ln was connected to 17 Cumorah Ln, and once connected it defaulted into the routing system like a new account for the address 17 Cumorah Ln, and the operations team inadvertently routed 17 Cumorah Ln to the incorrect driver. *******************, the operations supervisor had to correct the routing so that your address will appear on the correct drivers route going forward.
  
  We apologize for this inconvenience the matter has caused you. Your account will be credited for one month and will post to your account this week.

  Customer response

  07/02/2024

   
  Complaint: 21900913
  
  I am rejecting this response because: i called in three times and was told the address and route were correct and the people who picked up my garbage and green bins had no issue with 'an incorrect route', they also told me it would be resolved either that day or the next and it was not. They also refused escalation when I asked to speak to a Manager.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My garbage was picked up in front of my house about 2.5 weeks ago. When the driver dumped the garbage into the truck he broke the wheels off the can. I notified Republic and they said it would be replaced the next day. I left my broken can out all day and they never came to replace it. I called the next day and they said they'll come out next week to replace after the garbage has been dumped again. They never came. This cycle of me calling and requesting a replacement can has occurred four times and, yet, they never show. Yesterday morning I asked to speak to a supervisor and they put me through to "*****" who said they would pick it up that day. And as of this morning, I still have a broken garbage can outside my home. I'm sure my neighbors are getting tired of seeing it in the street all this time. I'm at the point where I'm not going to pay my invoice until they take care of this. It's physically demanding to drag a full garbage can from my backyard out to the street each week. Absolutely lousy service.

  Business response

  07/02/2024

  The operations container supervisor contacted the customer to advise the container exchange would be completed on Monday, July 1, 2024, and she will conduct a root cause as to why the exchange request was not resolved initially to prevent this type of complaint occurring in the future.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Republic Services is the mandated company for garbage pick up for my area. They repeatedly fail to pick up the garbage as scheduled, or they pick up only a partial amount of the garbage. When called they ensure they will return within 48 hours to fix the mistake, but do not follow through on this. Because there is no competition for the garbage business, there are no repercussions for their actions of poor customer service. They are not held accountable, they are not penalized, I can not use another company instead.

  Business response

  10/05/2023

  Operations Manager reached out to **************** to discuss ongoing *** issue and to offer a credit for missed pickup.  Will follow up with **************** again on 10/6.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This business is a monopoly and does not regularly service our account.We are a Girl Scout Day Camp that has about 200kids a day Monday- Friday.We have a land fill and a recycle bin (Big) with them. They are supposed to dump it every Tue. am before 8am. For the last several months, the service just skips us instead of dumping our very full dumpsters. They continue to charge us, however.I have called them about 20 times in the last couple of months and launched complaints.They tell me that they will come out, but they don't. This is Friday afternoon, and I saw one of their drivers. I asked him why they don't dump ours and he just drove off.This is a health hazard because there is no place to put garbage that the animals won't get into it and spread it around. This company is stealing from us. We used to be on will-call, and they refused to do that anymore. They demand payment every week. They only come about every other week and not even then unless I call them.They tell me that they are having a supevisor call me or that the truck is on its way, but they don't come. Not sure what I am supposed to do with all this garbage if the service refuses to do its job. Breach of contract. Theft.

  Business response

  09/01/2023

  We spoke with the account about the issues and we will be monitoring the account with the customer to make sure they are getting consistent services. We also spoke with the drivers on this particular route about making sure we are getting this account without any issues moving forward.

  Customer response

  09/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Girl Scouts Of Northern California *******

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Republic Services went on a strike and were not servicing my commercial property, account #: **************. On **/**/**, I called Republic Services and cancelled my account, confirmation #: *********. I noticed Republic Services still charged my automatic card. On 12/20/21, I called Republic Services and spoke with "******" and cancelled the account again. Thereafter, Republic Services continued to charge my account. On 01/18/22, I called Republic Services and spoke with "****" and she said my account still shows up as "active" and a supervisor will need to contact me to cancel the account, but no one ever contacted me. On 01/27/22, I called Republic Services and spoke with "*******". On 03/08/22, I called Republic Services and spoke with "*****" regarding my billing. Then ***** in the **************** said my account shows a "zero balance." Reference number for this call is *********. On 04/26/22, I called Republic Services' headquarters at ************ and spoke with ****** at 4:10pm, and she gave me an Escalation #: *********. Republic Services did NOT service my property ever in 2022 because after I closed my account on 12/20/21, I retained another trash company. But, they have sent me an invoice for $4,346.09 for alleged services from 01/25/22-07/30/22, which is not true. Republic Services also charged my automatic payment of $1,610.18 after I closed my account.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Around 5-7 years ago, Republic Services sent us information saying we now have 2 free green yard waste bins and that service would come every other week. On 8/10, I put out both our bins, full with yard waste. Only 1 was picked up. I called on 8/10 and asked if a truck could come by before our next regularly scheduled pick up to correct the mistake. I was transferred to sales (for some unknown reason), but was told it would be serviced on Friday, 8/12. No truck came on Friday, 8/12. I called again on 8/12 and representative told me a truck would come on Monday, 8/15. No truck came on Monday 8/15. I called again later in the week and the representative said she would "escalate the case", but specified no date on when a truck would come. No truck came before our next regularly scheduled pick up. Our next regularly schedule service day was today, 8/24. We had two green yard waste bins out and only 1 of 2 was picked up. The yard waste bin with the sod was left in the same spot where it has been for the last 2 weeks. Two pictures below show this.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I moved into my new home in October of 2021 and set up services with Republic Services garbage company in ******* ** because there is no other option. At the time I asked for a small garbage can that fit 1.5 bags of garbage which they were out of. I was told that I would be charged for the small can but that they would provide me with a 32-gallon can since that was all they had. Once they got the small cans they would call me and swap them out. Well for the last 8 months I have been paying for the 32-gallon can which I just noticed. I have called to follow up several times and continue to be told the small cans are on back order. Today I called to let them know they were overcharging me and was told that they have to charge me for what I have not what I want which is totally not what I was told when I set up the service. To add salt to the wound she said they don't know when they will get the smaller can and I have no choice but to pay for the larger cans even though it is half empty every week. I asked to switch to every other week pick up and was again told no, not possible. So basically they are charging me $23 more per month because they can not provide the correct can with no end in sight. She says their hands are tied. This seems very unethical to overcharge someone because you can't provide the product an you know that you have a contract with our city to be the exclusive provider.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ************* wants money for months when services were not rendered, stating its their policy to get my account open again. I was behind on three months payments because Covid affected our income, due to this services were suspended which we completely understand and have no issue with. Our issue that is not getting resolved is that they are holding activation of account because they want payments for months that we didnt have any services provided. Additionally they added that they closed our account in January, but still want payment for February so everything is current. Non of which makes sense, we keep getting the run-around and saying people would call back to resolve and they would look at the account and nothing. We have been dealing with this for months now. I have a voicemail stating to activate our account is $246.18 which is what reflects online too, when we tried calling they stated the balance due is $390. At this point they want to steal from consumers. If we have to end up paying to get reinstated because it has been so long I want a refund and credit on my account for months of no service that they are charging.

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Republic Services is a garbage service that is supposed to pick up your garbage on a weekly basis. I have to call them every week because they have failed to pick up our garbage. I call and they assure me they will have it picked up by the end of the day and it doesnt happen. Ive asked for a credit because Im paying for a service that doesnt get serviced and they tell me a paying customer isnt eligible for a credit. This is getting out of hand. We are fixing to have illegal dumping all over the county as well as the state if something doesnt get fixed. Ive contacted our state representative about this issue as well. Republic Services should be held accountable.

*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. ↩