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

  12949 Telegraph Rd Santa Fe Springs, CA 90670

• 

  Republic Services National Accounts

  5075 E 74th Ave Commerce City, CO 80022

• 

  Republic Services Inc

  300 Ritchie Rd Capitol Heights, MD 20743-3614

• 

  Republic Services of PA, LLC

  372 South Henderson Road King Of Prussia, PA 19406

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:02/25/2025

  Type:Order 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.

  Throughout 2024, the local branch of Republic Services repeatedly increased our fees in violation of our contract. Three successive account managers apologized and corrected our account in accordance with our contract. In 2025, Republic again increased our fees more than the contract allowed. We continued to pay the contracted amount, and Republic has threatened to suspend services due to "late payment" or similar defamatory statements. Our current account manager, ***** *******, has admitted in writing (copy of emails attached) that we have a valid contract, but she has refused multiple requests to honor the contract or to correct our account. She also has refused multiple requests to provide access to supervisors or to respond in any manner to recent emails. Our contract requires that any questions about the contract be handled in *************, but Republic Services has successfully hidden its local address and contact person.I am requesting that the local branch of Republic Services provide an accurate contact person's name and postal address for the purposes of a demand letter, that Republic Services honor our contract and correct our account, that ******************** remove from our account any reference to late payments or similar defamatory statements, and that Republic Services not suspend our services until this matter is resolved.

  Business Response

  Date: 02/27/2025

  We left a voicemail and sent an email to *** *******. While the prices for the services did increase, they were not guaranteed to be 5% after the initial term of the agreement. We did credit the difference for the last 2 invoices out of goodwill while we wait to hear back from ***- and are committed to addressing his concerns moving forward.

  Customer Answer

  Date: 02/27/2025

  The "Contract Notes" section of the contract, just above the signature lines, are an integral part of the contract. Nothing in the contract negates the "Contract Notes" section when the contract automatically renews for a new term. Republic is utterly wrong about this. My complaint still has not been addressed.

  Business Response

  Date: 02/28/2025

  Response to *** *******:

  Hello,
  
  This is still our mailing address, which is on the agreement: *****************************
  Your rates will be corrected to those rates thru 10/31/25, at which point we will honor the 5% annual price increases thru the end of the agreement on 10/31/26.
  We have credited your account for the errors so there are no late payments due.
  
  Please let me know how else I can be of support.

  Customer Answer

  Date: 03/03/2025

  
  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:02/25/2025

  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 paid our trash bill on 1/21/25 in the amount of $472.29. Republic Services sent an email on 2/22/25, stating that I owe $507.13 due on March 12. I was told at time of first payment that I won't have another bill until 12/15/25.I cannot get a hold of the company to discuss this problem, as I'm continually put on hold.I would like to cancel my service, as I will NOT give them more money, as I've had this problem in the past.Sincerely ******* *********

  Business Response

  Date: 03/07/2025

  Local management and billing office is working on cancelling the customer per their instruction.

• Initial Complaint

  Date:02/23/2025

  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.

  We just received a bill due on March 7th 2025 for $72.55. up until now we have been paying $49 a month. Our HOA just contracted with this company for a group rate of $63.13. we wish to be refunded the difference and to be charged the proper rate. We will pay the $72.55 this time in order to keep our account current.

  Business Response

  Date: 02/25/2025

  I spoke to ******. I explained that he was, in fact, being billed at a higher rate than their contract dictated. I corrected his pricing and applied the appropriate credit to the current invoice with the incorrect rate. 

• Initial Complaint

  Date:02/20/2025

  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 had my place of business under a realtor to be sold and close on 12/18/24. I contacted Republic Service between 12/15-12/18 to let them know I no longer needed their services after 12/31 since the bill was paid up until then. Ms ******** left me a voicemail printed out on my phone 12/19/24 wanting to know the new owners to try and get business with them. I only knew the company name at that time because they were from ***** and my realtor and attorney was handling the transaction. The sale was moved out because the gentleman purchasing had an emergency in ***** and I was notified on 12/17 at 2pm. Four more times the closing was scheduled before the gentleman backed out of the contract and didnt even put up any ****** money. I was notified on 01/24/25 I needed to send a picture of the store closed to prove what I was saying was true. I also sent a copy of the real estate contract by email to Ms ******** and Republic Services for information the buyers company and name. I requested a copy of my contract she said is still in effect from several years ago when we were with Powells waste management services to verify I was under some sort of agreement. I dont think I should have to pay for service after the store was closed and we didnt use the dumpster. They chose to leave it and said they would credit me for the month of February but I still need to pay for January because she didnt receive pictures and real estate contract until 01/24/25. I sent the information as soon as she asked and didnt know this was a requirement until she talked to me over the phone. I did not expect to get another bill from Republic Services after they were notified we no longer needed their services because the store was closed and being sold. Ms ******** said she needed proof as if I was not telling the truth. I have emails, contracts, text messages, realtor, and attorney to prove everything I am saying is true.

  Business Response

  Date: 02/25/2025

  The customer called in the beginning of December to notify Republic of the potential sale and change of ownership of the business.  We requested proof of closure to void the contract and avoid any liquidated damages.  Unfortunately, the new owner backed out of the sale and the proof of the business closure was not given until the end of January.  Once we received proof of closure, we removed the container and closed the account. 

  ******************** were still provided in January, however, we will provide a one-time credit to the customer.  February was billed in error and will also be credited.  

• Initial Complaint

  Date:02/20/2025

  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.

  2/18 snow received, but not as much as forecasted. Our street was drivable, but our trash was not picked up. We left our cart out, thinking the holiday + snow may delay a day, but still no pickup. We called asking when we would receive service and told we would have none this week, but no refund/reduces fees. Why should I pay for a pickup that didn't happen. And for separate fuel charges that they didn't use along with the many other fees. If my son could deliver pizza in the neighborhood, they should be able to pick up my trash. We've been told nothing that doesn't fit in the cart will be picked up. When we called they said that "might be" waived. I have a full cart. Where am I suppose to put my trash and what if they don't pick up extra bags not "in" the bin? We have used this company for 30 years. They have no loyalty to their customers. We are looking for other service. They have a holiday schedule to pick up missed days, why not a snow schedule?

  Business Response

  Date: 02/21/2025

  Spoke with the customer and explained that we have been closed due to unsafe road conditions. I offered to give a service credit and explained we are servicing all extra trash on the next service day. 

• Initial Complaint

  Date:02/20/2025

  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.

  On 2/20/2025, around 5:00 a.m. I looked outside and noticed a few neighbors' garbage cans were empty. Republic Services generally picks up at my house between 8:30 am and 9:30 am. I try to put my garbage out around 7:45 am, because high school students throw loose garbage into my cans, which falls out when the garbage bags are removed, creating litter on my sidewalk. I'm not sure if the garbage trucks can yesterday or earlier than 5:00 am, but either way, my garbage got missed... Again.

  Business Response

  Date: 03/03/2025

  ** Spoke with customer to advise puting out the night before is best practice in case routes are running differently for any weather or staffing reasons. Added note to account to be mindful of potential loose trash and to tip cans to prevent a mess so customer can put out night before. Customer is receiving notifications for any delays, so contact information is correct.

  Customer Answer

  Date: 03/03/2025

  
  Better Business Bureau:
  
  I spoke to the ** today.  The garbage was picked up the following week.  It is gone now, so there is really nothing to do.  Hopefully they can make sure all of the garbage is removed, in the future, rather than just taking the bags out.  I know it's not Republic Services fault that kids are throwing loose trash in the garbage, but it creates a massive mess of ants when loose trash is left in the can.
  
  Regards,
  
  ******* *******
  
   
  

• Initial Complaint

  Date:02/19/2025

  Type:Sales and Advertising 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.

  On 2/5 we had a missed pickup due to snow/ice. We were told we would get double pickup on our next scheduled pickup day which was 2/12. Our garbage was picked up, but our recycling was not. We submitted 2 missed pickups online. No one came. Today 2/19 our scheduled pickup day, our trash was picked up, but once again our recycling was not. The recycling truck entered our property at 7:30 am but the driver never bothered to look in the shed on 2/12 or on 2/19. As you can see in one of the pictures, the driver was right next to the shed while picking up the recycling for the first townhouse building in our *************************. If it was any closer it would have bit him. This shed holds all the trash and recycling cans for the condo **** on the property. It's been here over 20 yrs. We had this same issue in 2022 when your regular trash driver had a family emergency and was on a leave of absence and we had no trash pickup for 4 weeks! WHEN ARE YOU GOING TO ADD THIS SHED TO YOUR ROUTE FOR OUR COMMUNITY? So when someone does go on vacation or is sick we don't get missed for weeks on end. We don't get any kind of refunds for missed pickups. Trust me, I've asked. Which is highway robbery if you ask me. Your company has quite the monopoly going. You can just do what you want and your customers are literally left holding the bag.

  Business Response

  Date: 02/21/2025

  Hi there, our sincere apologies to the customer. The missed service was recovered on 2/20/2025. The root cause of the issue is from a new driver assigned to this route, who did not know the location of the customer's (and neighbors) cans in the shed. He now knows the location and will make sure service is completed on all future service dates. 

  We are also going through our route documents/ maps to ensure the location of the shed is noted for any "back up" drivers covering the route to prevent future issues. 

  We understand that this situation was not a one time issue and are committed to correcting the causes to eliminate repeating this failure. 

  Again, we extend sincere apologies to our customer for the inconvenience and poor experience. 

  Thank you for reaching out to allow us to correct this. 

  -Republic Services of ********, **

• Initial Complaint

  Date:02/19/2025

  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 recently had to move from my rental home of 7 years because landlord was selling the property. I called Republic to make sure my service would be cancelled at the end of my billing cycle and make sure there would be no more charges. The *** told me my account was in good standing through the end of January 31, 2025. My moving day was January 25, 2025. The *** told me to avoid being charged for the cost of my trash and recycling cans I would have to return to the old house and set the by the curb so the company could retrieve them on January ******* or I would be charged for each can. So I did as instructed by ***. On February ******* I receive a bill from Republic Services for $85.30. I called **************** and was told the charge was for having to pick up cans and for cleaning so they could be put back in circulation. I explained I returned the cans because the previous *** had told me I had to return the cans to avoid any charges. She then tells me that is sorta correct because if I wouldn't have returned the cans I would have been charged $85 per can. I gave her all the information I had from the *** I spoke with when I cancelled and that the only way I would not be charged was by letting them pick up the cans. She said there was nothing I could do but pay them or be turned over for collections. I kept asking to speak to a supervisor because I did what I was told to avoid any charges because I only have my disability income. She never would let me speak to her supervisor but said if I pay $42.67 for one can today she would credit my account for the other $42.67 which I did because I cannot afford to have my credit ruined. I should have never been charged anything in the first place much less an $85.30 cleaning and pick up charge for containers I was forced to rent from them 7 years ago when I had to get trash service. This company uses devious business practices. They continually raise their pick up charges, miss pick up and mislead customers on charges.

  Business Response

  Date: 02/21/2025

  The container removal cleanout fees are a part of the customer's agreement with our company as there is a cost associated with performing these services.  As a sign of good faith, the *** provided a complete refund of one of the two charges.  Without the name of company representative that the customer spoke to, we cannot validate the conversation between the two partis and must defer to the agreement between the company and the customer.  Again, a refund of half the charges was granted to the customer.

• Initial Complaint

  Date:02/19/2025

  Type:Sales and Advertising 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.

  Fraudulent Charges! Company is taking advantage of customers especially auto pay customers. Giving a REALLY difficult time canceling service. Charged me 4X my contracted amount this January and 3X my contracted amount last January due to overages on dumpster. However they sent pictures which show my dumpster is not overflowing. I need a refund and a cancellation of service.

  Business Response

  Date: 02/21/2025

  Spoke to ****** at length regarding previous conversations with account managers and the situation listed above.  She is open to working with me on resolving the situation.  I offered to price match a competitor quote she had, along with crediting both overage charges she received.  Customer is reviewing everything, then following back up with me early next week.

• Initial Complaint

  Date:02/18/2025

  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 had an incident with a Republic Services driver in the ********* / *************** area on tuesday, 2/18/2025 around 10:00 a.m. . I immediately called into customer service and spoke with Agent ***** ********. I told him about the incident, and he relayed the information to a local operational supervisor. This included the license plate , and the truck number 1580 . This can be heard on the recording I left. Later in the morning, Web, *****, opporations suppervisor. Called me. I informed him that trash truck number 1580 was right on my tail, and did not even have one car length between my rear bumper, and his front bumper. Mr **** did not seem interested in dealing with the situation, or the driver. He spouted off that the driver has a 25-year clean record with no complaints or accidents. I relate to him that if something happens with this driver, and he does not deal with it, that Republic Services is liable, and that this information is on the record now with the call center, and him as well. If an attorney calls to subpoena records regarding this driver, because there was an accident that killed someone, or some other altercation on the road as I experienced, the company would be held liable. He seemed upset with me, but nonetheless he didn't display urgency needed to deal with this matter. I let him know that if an attorney called me, or the company wanted me to participate in an arbitration hearing regarding this driver, I would more than oblige any subpoena or invitation. These type of drivers need to come off the road, and because Mr **** did not seem to want to take care of the issue, I'm now bringing it to Republic Services corporate headquarters. It's not worth someone being injured for life, or dying, because your company did not want to take care of a driver that was not conducting his duties in a professional, and safe manner. I interpreted Mr **** has too close to relationship with this driver to actually execute proper discernment or discipline.

  Business Response

  Date: 02/19/2025

  Reviewed correspondence regarding general public other driver claim regarding unsafe operation of Republic Services truck 1580.  Called customer at attached phone contact in ******************** correspondence.  Unable to reach customer.  Left message. 

  Message content: Advised customer that ******************** appreciates the feedback provided regarding its company vehicle operation [Tail gating]  and unsatisfactory customer contact with manager.  Advised customer ******************** takes unsafe driving reports very seriously.  Advised customer, appropriate investigation will be conducted and corrective action will be taken after the incident review.  Advised customer any policy violation and unsafe operating practices will be identified and addressed.  Advised customer will review customer contact interaction and take appropriate action as required. 

   Advised customer to feel free to contact me if he has any further questions or concerns.