Complaints

This profile includes complaints for Republic Services Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Republic Services Inc

  18500 N Allied Way Attn: Corporate Customer Experience Phoenix, AZ 85054-6164

• 

  Republic Services Inc

  3046 N Maple Mesa, AZ 85215-1115

• 

  Republic Services Inc

  P.O. Box 78829 Phoeinix, AZ 85062

• 

  Allied Waste Services

  11710 Greencastle Pike Hagerstown, MD 21740-1947

• 

  Republic Services of Stevensville

  7227 Reliable Path Stevensville, MI 49127-9769

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called into republic services on 2/26/25 to purchase new service. i was provided an amount to pay and i paid that amount in full that same day. almost a month letter on 3/20/25 i receive an unexpected invoice stating that i owe $26.93. I called to inquiry why i owed an additional amount and i was told there were additional charges after i paid in full. that is called hidden charges. That is not legal. I have reached out to the company several times to adjust the billing and better train their team to provide better information or accurate rates moving forward. the last conversation i had with their service team on 5/8/25 they told me it was for a delivery fee even though you can see on the original invoice i was already charged a delivery fee.

  Business Response

  Date: 05/12/2025

  Thank you for bringing this to our attention. Upon review, the agent from the new service request on 2/26/25 was following our standard process of setting up the service and requested the $50.00 security deposit, after which a final invoice accounting for all services at the negotiated rates would be provided for the annual service. The customer requested to pay all at that time, resulting in a disconnect in the total amount that stemmed from necessary prorated charges from 03/05/25-03/31/25, then the annual service from 04/01/25-03/31/2026. While these charges are valid, the disputed amount of $26.98 was credited in goodwill on 05/08, prior to the receipt of the complaint. 
  

  Customer Answer

  Date: 05/12/2025

  
  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

  Date:05/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I terminated trash service with Republic service on April 2. They tried to charge me for three months service, (April *** June) they credited me for two months after I complained and are charging me for April when they did not pick up any trash. So my complaint is that no service was provided I shouldnt owe them any money. Republic services. Also charged me a $35.00 fee to pick up their container after service was terminated. Dont think that is fair.

  Business Response

  Date: 05/12/2025

  We apologize for the issues that this customer has experienced with our company. Effective today, we are issuing credit in the amount of $77.72, which will clear off any remaining balance on the customer's account. If further assistance is needed, feel free to reach out to us and we will handle the issue promptly. Thank you.

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company left an extra yard waste can in my driveway when I do not have yard waste service.I tried calling to get the can picked up 4 times and never got through. Their chatbot also did not help at all and their website does not give any instructions on how to submit a request other than by phone.Twice the line connected then hung up on me immediately. Another time I requested a callback but never received it after waiting a week. The fourth time after waiting half an hour on hold I finally connected with a human but they could not hear me and hung up!I've given up and decided to cancel but the only available method for cancellation is over the phone, which does not work!! There is no option to cancel over email, physical mail, chatbot, or ***********, I'm stuck with a service I cannot cancel and an extra yard waste can I did not order and cannot get rid of!

  Business Response

  Date: 05/06/2025

  I have emailed Mr. ****** **** and will personally work to get the container removed ASAP. Currently the account is scheduled to close on 5/31, but I will move that to whatever date is best after I get further clarification from the customer. 

• Initial Complaint

  Date:05/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As you can see your broken down trucks dump oil at each house , then you hire a person to pressure wash the oil down the storm drain . Providing service responsible ??? Joke Your op mgr **** who lyes..............Joke says he dont wash down the storm drain Lyer Your customer phone service .....Joke

  Business Response

  Date: 05/06/2025

  We will be meeting with Mr. ******** tomorrow, Wednesday May 6th at 1:30pm to discuss his complaints. We will follow up with the resolution. 

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our recycling was supposed to be picked up on April 22nd and was missed by Republic Services as our van was out when it was supposed to be. I have called the customer service line 5 times since then and have been promised every time that our recycling would be picked up. The first time I called they said it would be two days April 24th when they could get to us because we didnt call early enough. Firstly, we are not understanding why it was our responsibility to call in the first place when Republic Services is the one who missed the pick up. Since then we have been promised we are on an escalation list and that it should be picked up either day of or the following day when we called and as of today May 2nd they still have not gotten it. I called on April 23rd, April 25th in the morning , April 25th in the afternoon , April 28th, April 29th. I have spent well over 2 hrs of my time trying to get this situation rectified and it has yet to be taken care of. Since our missed pick up we have had to make many stops to our local convenience center to drop off recycling as we have no where to put it. We are paying for services that we are not receiving and we are not getting follow through on what we are being told through customer service.

  Business Response

  Date: 05/05/2025

  I wanted to provide an update regarding our service call to **** ********** at **************************************** We successfully serviced the account today. We had a discussion with the new driver assigned to this route and took the opportunity to discuss the missed opportunities weve encountered in servicing this account in the past. We identified key areas for improvement and have developed a plan to ensure these issues are addressed moving forward. With these corrective actions in place, we are confident that **** will experience a seamless service moving forward and that we can better meet his needs.

  Thanks,

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

• Initial Complaint

  Date:05/01/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Republic Services failed to pick up our recycling this week (since Friday) and has still not picked up. None of our neighbors recycling was picked up either with no communication on if/when it will be picked up from Republic. We pay $30/month (twice per month pick up) for this voluntary program- so $15/ pick up. This is totally unacceptable and our only choices are recycle through Republic- as our only option- or cancel the service. We have received 2 different emails stating recycling would be picked up the following day. I am sick of calling Republic; them saying the situation will be taken care of within 24 hours and Then NOTHING HAPPENING. We are paying customers.Please address this as we are getting ripped off. Certainly there are better recycling services out there.

  Business Response

  Date: 05/07/2025

  We appreciate you bringing the issues with your recycling pickup to our attention, and we apologize for any frustration this has caused. Our operations team has been notified, and you are scheduled to receive a pickup today, May 7, 2025. A member of our management team has also called and left a voicemail with their contact information to discuss and address this and any further issues you may have. We truly appreciate your understanding as we work to get your service running smoothly. 

  Customer Answer

  Date: 05/07/2025

  
  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

  Date:05/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business has demonstrated a blatant lack of professionalism, accountability, and basic customer service. After more than two years of zero contact or interaction, the recipient unexpectedly received a billing-related email. There had been no services rendered, no communication, and no justification for this sudden outreach. Upon inquiry, the company dismissed responsibility entirely, claiming the billing communication came from a "separate system" and insisting there was nothing they could do about it.When the recipient requested that their online account be deleted to prevent further contact, they were told this, too, was not possible. Instead, they were instructed to delete the account themselvesdespite the fact that the companys online portal provides no option whatsoever to do so. This deliberate runaround is not only unprofessional, it is unacceptable. The burden of resolving this issue has been repeatedly pushed back onto the individual, with the company refusing to take even the most basic steps to address the problem.Further attempts to resolve the matter by phone were met with apathetic, uncooperative representatives who offered no assistance and displayed no willingness to help. At every turn, the company has chosen to deflect, deny, and disengage rather than act responsibly or provide even minimal support.This behavior reflects an organization that is either unwilling or incapable of managing its customer relationships or ********************** with integrity. The lack of transparency, the refusal to take ownership, and the dismissive treatment of a legitimate complaint are all deeply concerning.Immediate and permanent resolution is expected, including the full deletion of all associated records and a written confirmation that no further contact will occur. Failure to do so will necessitate a formal escalation through appropriate regulatory or legal channels.

  Business Response

  Date: 05/08/2025

  ****** advised the contact was due to his CC on file being expired.  The Billing and Cash Specialist removed the autopay showing on this account, and assured ****** the payment method had been removed, and he should not have any other contact.

  Customer Answer

  Date: 05/08/2025

  
  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

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Republic Services Inc. has been charging for their services 3 months in advance and I am not sure if that is legal. Recently, I received a letter stating I have 10 days after receiving the letter to pay my balance or they will send me to collections, but the cycle does not end until May 31st.Another issue is that every time they renew contracts with their union drivers, they stop service for up to 4 weeks and they charge the account anyway. This has happened every 4 years since I have been at this address for 25 years.They also broke our trash bin when picking up the trash and when I called to complain and ask for new ones, they say they will transfer me to someone else and hang up after waiting for half an hour.

  Business Response

  Date: 05/09/2025

  Our local operations and billing teams responded to Mr. ****** on May 2, 2025, upon receiving the initial notification. Our customer service supervisor met with Mr. ****** in person, arranged for the replacement of all three of his Republic carts, and provided him with direct contact information for any future concerns.
  Regarding the billing inquiry, we conducted a full review and confirmed that trash and disposal services in ************ are billed quarterly, with a 45-day due date. The most recent invoice covered service for March, April, and May, with a due date of April 17positioned near the midpoint of the billing cycle. Payment was received on May 1, and service has remained active without interruption.
  We apologized to Mr. ****** for any inconvenience and look forward to continuing to provide high-quality service to his residence.

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contract with Republic Services to pick up my trash. They have been difficult to work with from the start. But we seemed to be in a good spot until recently. They finally - after awhile asking for one and being told no then yes - have a locking mechanism on our trash can. Our account representative informed us that someone from the operations team would come by to grab the key to unlock it so they could service our bin. It's been almost three weeks since that call and no one has come by to service our trash can. They have not picked up the key either. We have called our account representative five times since then and gotten no response. She has not picked up our calls or replied to our voicemails. We called the general customer service line this morning and they informed us that we have not paid for the past several services that were "completed" even though they were not completed because they have not picked up the key from us. We won't pay for service not completed when the business does not follow through on the responsibility to pick up the key necessary to do their jobs.

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a service agreement for trash disposal which charges a monthly rate to have two dumpsters of trash collected three times a week. The company began assessing "overage charges" when the contents are not completely below the top rim of the dumpster. An overage charge sometimes occurs because the trash isn't arranged neatly in the dumpster and sometimes because the contents are simply piled higher than the top edge of the dumpster. If the bin is indeed overloaded, it is simply a matter of a few percent more than the bin's capacity however the company charges 350% of the cost of an entire dumpster every time waste appears above the top edge. The agreement does not define what "full" or "overage" mean nor does it specify the amount that will be charged if that undefined and subjective condition occurs. It's completely unreasonable to charge 3.5 dumpster loads simply because the trash wasn't efficiently arranged and there's no reason for it. The company has issued credits for some of the overage charges but not all, considers me delinquent because I won't pay the excessive charges, continues to assess the charges and wants to charge me 6 months worth of billing to cancel the service. I've tried to discuss it with three different representatives to no avail. I would like to continue the service, I'm willing to pay a justifiable amount for defined and meaningful overages, or I would like to be released from the contract that they are not abiding by.

  Business Response

  Date: 04/30/2025

  Hello
  
  Thank you for bringing this matter to our attention. As the Customer Care Manager for Republic Services in the Phoenix market, I want to assure you that we take your complaint seriously.
  
  First and foremost, I want to extend my sincere apologies for the unsatisfactory experience you've had with Republic Services. We pride ourselves on delivering exceptional service, and it's clear we've fallen short of our own standards and your expectations. 
  
  We are currently reviewing the details of your concern and are working diligently to find an appropriate resolution. I personally commit to following up with you once we have determined the best course of action to address your issue.
  
  
  
  Best regards,
  Jason Elliman
  Customer Care Manager
  Republic Services
  4811 W Lower Buckeye Rd
  Phoenix, AZ 85043
  Office: 480-718-4558
  Email: [email protected]

  Customer Answer

  Date: 05/01/2025

  The response offers no resolution, similar to the lip service I've been getting for months.  

  Business Response

  Date: 05/05/2025

  Hello

   

  We are reviewing the account. From what I have found, the lids are never closed. With the lids being open, our AI system will charge an overage. You can reach out to me directly and we can talk more about this. 

   

  Best regards,
  Jason Elliman
  Customer Care Manager
  Republic Services
  4811 W Lower Buckeye Rd
  Phoenix, AZ 85043
  Office: 480-718-4558
  Email: [email protected]

  Customer Answer

  Date: 05/12/2025

  I have been in contact with the representative and reiterated what I've communicated to the company on multiple occasions.  He said he would check into this but no resolution has yet occurred.