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Business Profile

Sanitation Consultants

Republic Services Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sanitation Consultants.

Complaints

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

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Republic Services Inc has 587 locations, listed below.

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    Customer Complaints Summary

    • 2,594 total complaints in the last 3 years.
    • 601 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/21/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      My Republic Services residential account was hacked and my information was used to a commercial Republic Services account in another state. I have tried for a week to close the false fraudulent account and now being told that no such information exists. My calls are being transferred and then disconnected - how am I to resolve this issue if the company wont take my calls or answer my questions.

      Business Response

      Date: 04/24/2025

      I called and left a voicemail for the customer but haven't heard back at this time.  We believe this was resolved with our customer service center before the ******************** was contacted but at this point haven't been able to touch base with the customer.  

    • Initial Complaint

      Date:04/21/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      My prior waste service provider (****************************************) was acquired by Republic Services towards the end of 2023. At the time of this switch, I was not contacted by Republic Services to review my terms of service, nor have I signed anything acknowledging the terms of service. Upon cancellation of my residential service (4/21/25), I was informed that a $33 "container retrieval fee" would be charged to my account. I pay quarterly and the last payment was charged 3/12/25, with service running through 4/28/25. I was signed up for ********, so they will deduct the fee from the refund I am due. This fee is not even clearly outlined in the ******************* Terms on their website. Even with the invoices directing customers to review these terms, ******************** cannot assume that these terms of service have been acknowledged, especially in scenarios when the customer's prior ********************** service was acquired. Without having acknowledged these terms of service, any fees assessed after my service has been terminated are completely unethical and in my opinion, unlawful. I am demanding that the $33 container retrieval fee is waived.

      Business Response

      Date: 04/22/2025

      fee is being waived

      Customer Answer

      Date: 04/22/2025


      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:04/21/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      We have been a long time customer of ******************** (over **+ years) and have been an ongoing issue with getting our trash and recycling picked up. We typically have to call almost every week at this point to find out when they will picking up. This issue has been going on for at least 9 months but I have been documenting the since December of last year. We have asked to have our case escalated not only for us but for anyone else in our community who is impacted by the fraud that they are perpetuating. At this point I have no other reason to call it anything but fraud since they are taking our payments but not providing any service. They have raised their fees and the service has gotten even worse.

      Business Response

      Date: 04/25/2025

      We recently did a reroute in the ********** division. My supervisor talked to the customer who was advised that they do not use a blue republic tote for service. We made the driver aware that they will use a personal can or have bags out for service. We confirmed that it has been collected this week and the issue will no longer continue. 

      Customer Answer

      Date: 04/25/2025

      This is a good step in the right direction & getting our trash & recycling picked up this week does not close out the complaint yet. I do not think that it should be closed until Republic does what they are supposed to do for at least a month, especially with me reporting that this has been an ongoing inconsistency for months back to last year.

      Thank you

      Business Response

      Date: 05/05/2025

      We will be issuing a credit for the quarter of $87.01 for the service that was not getting collected. We will continue to monitor the account to ensure proper service.

      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.

      When can I expect to see the $87.01 agreed upon credit? I would hope that Republic Services will have this posted within 1-2 weeks if they are serious about improving the customer service with this issue.

      Thank you and have a great day,

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


       


    • Initial Complaint

      Date:04/18/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Complaint Title:Poor communication, unclear contracts, and questionable billing practices Complaint:Weve had a frustrating experience with Republic Services regarding our business dumpster. Since beginning our service, our monthly rate increased by more than $150, and recently we were charged a $175 over the top fee even though we never overfill our container. I called and was told there was a photo to support the charge, but it was never provided. Only after I followed up again did they remove the charge, but it felt arbitrary and only resolved because I pushed the ******** a result of rising costs, we reduced our service from weekly to every other week. What we didnt know and werent told is that signing this service change agreement would lock us into a new 36-month contract with early termination penalties. So, due to terrible service and communication experience, I recently called to cancel, I was told by a sales account manager (*****) that our last day of service would be April 24, 2025, and no mention was made of fees. But after reviewing the agreement to change from weekly to *** later, I found that cancelling could result in up to six months of fees, even if the dumpster is no longer used.Trying to resolve these issues has been nearly impossible. Their websites chat feature loops you back to the phone line, no contact emails are made accessible, and phone support involves long hold times and being transferred multiple times. When you're locked into a long-term agreement but can't reach a real person, it feels incredibly one-sided.This seems like a basic waste service wrapped in a dense legal contract with minimal communication or transparency. Were not trying to avoid paying for what we used we just dont want to be penalized for trying to cancel a service that has been poorly executed without penalty.

    • Initial Complaint

      Date:04/17/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      We cancelled our service with them on the cancel option of their website over 3 months ago. They refused to accept that and continue to charge us for trash pickup. They havent picked up our trash since late December. We called to contest the bill and they told us we cannot cancel service on their website, even though they have the option there to use. They threatened us with legal action if we do not pay for this service they have not provided. We are retired and on Social Security. We found a much better deal as did most of our neighbors. This is retaliation and elder abuse.

      Business Response

      Date: 04/21/2025

      Mr. **********,

      I apologize for the billing issues. I will ensure that it is corrected in our system and a credit issued.

    • Initial Complaint

      Date:04/16/2025

      Type:Order Issues
      Status:
      Resolved
      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 trash services keeps raising our prices every quarter without notification or justification as to why it keeps going up. Weve been customers since our other property in ******** for over ten years we used to pay 53 a quarter in 5/5/2023 it was always the same now since that date it has gone up every time now we are at ****** no reason why. Why is this legal?

      Business Response

      Date: 04/22/2025

      I have made multiple attempts to contact *****, but have been unsuccessful. In reviewing this customer's invoices, I do see the increases. However, it looks to be once per year, as is our standard practice, rather than each quarter as ***** suggested. We typically assess customers' rates on an annual to account for our own increase in costs (maintenance materials, labor, disposal etc.). Once I am able to speak to *****, I would be happy to discuss any opportunities for cost reduction. 

      Customer Answer

      Date: 04/24/2025


      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.

      In addition, Ive spoken **** on 4/24/25, **** agreed to could help with an adjustment this quarter and future billing. 

      Regards,

      ***** & ***** ******

       


    • Initial Complaint

      Date:04/16/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Consistently miss trash pickups Calling customer service only results in false promises Service is prepaid of course

      Business Response

      Date: 04/28/2025

      We did a reroute and the drivers were getting familiar with the new route resulting in service failures. The trash and recycle service is Monday and my drivers are aware to make sure everything is collected. Will not be an issue going forward.

    • Initial Complaint

      Date:04/15/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      On January 6, I called Republic to cancel my trash and recycling services effective immediately. I was told I would be charged a $35 pick up fee for both my trash and recycling cans but I was NOT told they would charge me for the entire month of January. Lo and behold, they charged me $40 per can for pick up and charged me for the entire month of service, even though I did not even have cans for half the month!

      Business Response

      Date: 04/17/2025

      Hello

      Thank you for bringing this matter to our attention. As the ************* Manager for ******************** 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,
      ***** *******
      ************* Manager
      ********************
      ***********************************************br>*****************

    • Initial Complaint

      Date:04/15/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 have been experiencing numerous problems with my garbage collection through Republic Services. There were several times when the trash pickup was delayed or cancelled, however I did receive a text and/or voicemail letting me know, which was at least helpful in being informed. Unfortunately, the problems have grown worse. First, I was informed recently that my trash pickup day would be changing, which is fine, however they have now changed it to regular garbage and recycling being picked up on different days. This is extremely inconvenient for customers, as having to leave the cans out near the street longer and things being picked up different days creates problems (containers falling down, being left in the street or sidewalks, etc.) Then, last week, my garbage was not picked up at all. I had to call Republic Services to tell them that my trash was not picked up and they simply said, oh we'll send someone out another day to get it. This is not acceptable, I am paying for a service that I am not receiving in an acceptable manner. Further, the price I get charged keeps going up and up. Finally, the main reason I decided to file this complaint is because today my recycling container was left with the lid open, which I observed on a security camera. So now after working a 12 hour day, I have to go deal with a garbage can with water in it because it rained today. This is totally unacceptable, if something doesn't change immediately I will have to go with a different trash company.

      Business Response

      Date: 04/18/2025

      The hauling division did a reroute back in March. The customers days were changed to having ********************** picked up on Tuesday, and the recycling is picked up on Wednesday. I did pull video of the past two services and I could not find the cans out for service when the truck drove by. We will make a note for the driver to keep the lids closed after service. I spoke to our sales manager and we will drop the fees to reduce his rate to $87.02 a quarter. 

      Customer Answer

      Date: 04/18/2025


      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,

      ****** Line

       

    • Initial Complaint

      Date:04/12/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 township did not review the contract with Republic and the bid was won to ****** instead. Our last date of service was March 28, 2025 and Republic told us to make sure the empty trash cans were at the end of our driveway/curb so they could pick up the cans. It has now been over two weeks and my development still has all the trash cans sitting at the curb. Republic has given us multiple dates of when they will pick the cans up. They have not picked them up on any of the dates promised. This is causing issues for our new service and potential safety hazards to try and avoid the cans from wind/storms. We just want the trash cans picked up and Republic doesnt seem to have an answer for us that is accurate. Very poor business.

      Business Response

      Date: 04/15/2025

      Our operations sent someone through the area again on Monday 4/14 & Tuesday 4/15 to make sure everyone was picked up.  

    Republic Services Inc is NOT a BBB Accredited Business.

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