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

• 

  Republic Services of Elkhart

  57820 Charlotte Ave. Elkhart, IN 46517-1166

• 

  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:08/08/2022

  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.

  In three billing cycles, I received three price changes. From approx. $67 a billing cycle to $115. No warnings, No notifications. Just perpetually bigger bills. I tried multiple times to call and was either placed on hold or hung up on. Two emails were ignored. I finally was able to contact a customer service rep to cancel my service. That's when I was informed of a $45 can pickup fee. I informed them I would NOT pay this fee and I would deliver the can back to their facility which is only 5 miles from my home. I was told " we'll get back to you "....I've heard nothing. I simply want to drop the can off to their office and save myself another $45. This route and facility was acquired by Republic a few years ago. Prior to Republic, I had great service. Now, I have never ending price hikes with no warning.

  Business Response

  Date: 08/09/2022

  Tried to reach out twice to customer but wasn't successful. Removal that he is speaking of was scheduled for today, and I let him know that we would credit off that removal fee (that I entered myself) and that it wasn't necessary for him to bring back the container. If he wanted to, he still can at the ************ location (where I left the address as well). I was also sure to give the customer my direct line so that in the event he received any calls about past due balance or did see a removal fee he can reach out to me directly. Apologized for any issues this caused him and thanked him for his business with us. 

  Customer Answer

  Date: 08/12/2022

  
  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:08/08/2022

  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.

  We changed waste services to another company. Our prior company, Republic Services, is charging us $30 to remove their container from our property plus a $2.93 solid waste management tax and a $4.65 for COU solid waste management fee for a total of $37.58 charge. We should be free to change any provider/services we want and not be charged or penalized for doing so. We changed cable companies we had to return their equipment, but was not charged.

  Business Response

  Date: 08/08/2022

  https://www.republicservices.com/customer-support/fee-disclosures

  Container Delivery and Removal Fees
  Republic Services provides containers (in some cases for a rental charge) for your convenience with respect to the collection and on-site storage of your solid waste and recyclable materials while Republic Services is providing your service. In some cases, the containers are specifically designed to function with Republic Services vehicles and associated equipment. Container delivery and removal fees are intended to offset Republic Services operational costs of sending a truck to deliver your container(s) at the start of your service and removing your container(s) when your service terminates, as well as costs related to cleaning, repairs and refurbishment of the containers following your use. Container delivery and removal fees are set by each operating subsidiary and are subject to change at that operating subsidiarys discretion. If your service is not subject to a written contract, you will be charged the operating subsidiarys prevailing rate for container delivery or removal at the time your container is delivered or removed.

• Initial Complaint

  Date:08/07/2022

  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.

  We have tried to reach to Republic services for more than 5 weeks to ask them to deliver a recycling can to our address, and they either do not answer the call, very long wait or they are too busy.I do not understand this, I am being charged on my **** for recycling service that does not exist for my address.We have tried many times to get their attention so they can deliver the recycling can, but so far unsuccessful. I have an invoice that is due this month and it shows a charge for recycling can and I am paying for a recycling service that does not exist in our residence. We need to get their attention regardless of them being busy or not, if you I am being charged, we need the recycling can delivered, we need to be able to recycle our items. This is not correct what they are doing. Please help. Thanks.

  Business Response

  Date: 08/09/2022

  Per Supervisor ******************************* - We have shortage of 64 Gal Recycles, but we found one in good condition, we will deliver it today 8/9/2022 by end of day.

• Initial Complaint

  Date:08/07/2022

  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.

  Our regular trash pickup day is Friday. We set out our trash cans on Thursday night (7/28/22). Our trash was not picked up on Friday (7/29/22). On Saturday I reported a missed pickup on their website (regular calling hours are Monday-Friday 7:30a-5:00p) so I couldn't call them. On Monday their website said the new pickup date was Tuesday 8/2/22. Our trash was not picked up on Tuesday either. I left both cans out there for our regular pickup day that Friday (8/5/22). Our trash is usually picked up by 3:00p and it hadn't been picked up by 3:30p so I called them on the phone and the lady said that it wasn't 5:00p yet and the driver was running behind but would be there that day to pick it up. They never showed up. So, on Saturday (8/6/22) I reported a missed pickup again on their website. It is now scheduled for Tuesday (8/9/22), hopefully. We have never received any notification or communication regarding any missed pickups. We had to initiate all contact to let them know that our trash wasn't being picked up. So, our two 96 gallon trash cans have been at the end of our driveway since 7/28/22 and we now have nowhere else to put our trash as both cans are completely full. Help please!

  Business Response

  Date: 08/08/2022

  This has been recovered. Their regular driver was off the past 2 weeks and the relief driver missed this. 

  Customer Answer

  Date: 08/12/2022

  
  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:08/07/2022

  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.

  I purchased a house in early April 2022. There was already a Republic Services dumpster on the property. After many phone calls over several weeks, someone was finally about to set up an account for that dumpster. The first employees I spoke to said they would create a "ticket" for someone to call me back for set up the account but no one ever did. Three days after the account was finally set up, the dumpster was picked up and removed. I called to get it replaced and they had trouble locating the account and created more tickets; yet no one returned my call. At one point during this, they claimed they had no evidence the dumpster had been removed and could not help me, so they created another ticket. They could not connect me to someone that could help, saying they did not have the authority to do so. Finally after more time and more calls, someone could schedule a delivery (for a $200 delivery fee) to bring the dumpster back. Delivery would take another 10 days, scheduled for May 18th. On May 18th they delivered the wrong dumpster and left it at the wrong location on the property. I immediately called to cancel the entire service. It took several more weeks and "tickets", during which I had still not received a single return phone call from this company. I had emailed my account manager, Francisco ******* on multiple occasions asking for a phone call so I could get clarity on this situation. He refused to call and talk to me. Finally, I called and refused to have a "ticket" created. I wanted to talk to an actual person who could help me. The final person I talked to was *****************************, who was able to cancel the account and promised to call me the next day to make sure it was worked out. He could not give me a number to call him, but gave me an email to reach out. He never called or returned any of my emails. I had paid over $500 to get services started and a specific dumpster delivered and now they want $530 in cancellation fees. Account number ************

  Business Response

  Date: 08/11/2022

  Hello, 

   

  Customer will receive full credits for delivery and removals to account. Customer will not be charged liquidated damages for early termination of account. We are working to find full payment received from customer stated in the complaint. Customer will receive email notification once account balance has been cleared. 

   

  Thank you

• Initial Complaint

  Date:08/07/2022

  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.

  On 6/13/2022 I called Republic Services to stop trash pickup service. The agent told me they would charge $30 for them picking up the trash bin. I agreed to pay that amount.On 7/16/2022 I received an invoice for $52.75: $30 Container removal, $5.95 Administrative fee, $16.80 Total Fuel/Environmental Recovery Fee. Those additional fees are the same amount they tack on for quarterly trash pickup service, but the agent I talked to on 6/13 did not disclose any additional fees would be charged.On 7/19/2022 I called Republic Services asking they fix the invoice since it was for more than the $30 I agreed to on my 6/13 call, but the agent claimed the invoice was correct, and he could only remove the $5.95 administrative fee. I asked to speak to a supervisor and I was connected with ******. I explained to her that the invoice was incorrect and I would like it to be fixed. She claimed any credit request [she submitted to the billing department] would be rejected and refused to make any adjustments. Instead she said she would send my issue to the billing department and they would contact me in 24 hours. I have yet to hear from the company and the invoice is now past due (as of 8/4/2022).This behavior by the company is the reason I stopped service; they would continuously hike up the cost of service with no notice. Charging a customer $30 to pickup their own equipment is enough of a rip-off, but then adding additional fees after the fact is criminal. At this point, with all the hoops Ive had to jump through, Id like the entire invoice adjusted to $0, but at the very least it should be adjusted to $30 that was originally agreed upon.

  Business Response

  Date: 08/08/2022

  Our service charges include fuel and environmental. We have credited the fuel and environmental charges as a courtesy. Customer will owe $30 flat rate 

  Customer Answer

  Date: 08/14/2022

  
  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:08/07/2022

  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 Waste is buying out all of our local trash service companies. When they bought out Flowers Sanitation and started charging for 3 months of service at the end of January 2022 and that is when they stopped picking up my trash. They billed me for the 3 months of February-April (I assume it was auto-billed and taken straight out of my account). They didn't pick up my trash the entire month of February and when I called to ask about this I spoke to 3 different customer service people and at least one manager and none of them were able to help me. They kept telling me someone would come out that day to pick up my trash an literally no one ever came. I called to cancel my service at the end of February and asked for a refund and the customer service rep told me they would take care of it. But of course NO ONE has returned any of my calls. I switched over to ********************* Waste service in March and now they have also sold out to Republic and guess what, they have missed my trash pick up (only once a week!) 3 weeks now. When I called there to ask for pick up they keep telling me someone will be out, but of course no one comes. Then I speak to another person there and they tell me no on will come until my regular pick up day (Friday) because of gas prices so I have to go weeks without any trash pickup! I explained to the lady on the phone that we've already had issues with Republic which is why we switched and now we're having issues again. And again they assured me our trash would be picked up this past Friday (August 5) even when I called that afternoon because it hadn't been picked up and of course we come home from camping and still no trash pick up! I'm at a loss of what to do at this point. It seems there is no other trash service in our area for me to switch to. Someone please help!

  Business Response

  Date: 08/08/2022

  We will credit the customer for last weeks miss since we took over ******* Waste last week. Going forward we will make sure this stop is picked up on time. I called and left a message for the customer to call me back personally if there are any issues.

  Customer Answer

  Date: 08/12/2022

  They missed my trash pick up again this week. Republic still owes me a refund from the last time they were our trash service company and did not pick up our trash for a month. They charged me for 3 months of service and then stopped picking our trash up; which is why we switched to ******* in the first place (as stated in the previous message.)

  Business Response

  Date: 08/16/2022

  We will credit 1 month of service for the missed pick ups.

• Initial Complaint

  Date:08/06/2022

  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 canceled services for trash hauling with Republic. They told me that there would be a ***** charge to pick up the barrel. I believe this is outrageous but figure I am going to have to pay the $*****. But, they have added a Fuel/Environmental Recovery Fee of $16.80 to my ****. This is ridiculous and I should not have to pay this charge.

  Business Response

  Date: 08/08/2022

  https://www.republicservices.com/customer-support/fee-disclosures

  ******************** provides containers (in some cases for a rental charge) for your convenience with respect to the collection and on-site storage of your solid waste and recyclable materials while Republic Services is providing your service. In some cases, the containers are specifically designed to function with Republic Services vehicles and associated equipment. Container delivery and removal fees are intended to offset Republic Services operational costs of sending a truck to deliver your container(s) at the start of your service and removing your container(s) when your service terminates, as well as costs related to cleaning, repairs and refurbishment of the containers following your use. Container delivery and removal fees are set by each operating subsidiary and are subject to change at that operating subsidiarys discretion. If your service is not subject to a written contract, you will be charged the operating subsidiarys prevailing rate for container delivery or removal at the time your container is delivered or removed.

  Customer Answer

  Date: 08/18/2022

  No I am not satisfied with their response.  I was told it would be ***** for removal and nothing about adding fuel upcharge of over 16.00.  I want refund of the fuel up charge.

  Thank you

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

  Business Response

  Date: 08/19/2022

  A credit for the fuel fee has been awarded to the account due to the breakdown i communication.

   

  Case # ********-153313022

• Initial Complaint

  Date:08/05/2022

  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.

  This makes ***** complaints about this company. Republic has been in business for ******************************************* office for 9 of those 10. The **** ******************* Ark made almost $8 million in 2021. And here's my experience just trying to get trash service at my house: I signed up for Republic, paid the $50. They picked up the first week, both trash and recycling. The second week they picked up recycling, but not trash. I scheduled a missed pickup on the website, but didn't trust it (intuition). I called and was told it had been cancelled, so she scheduled it over the phone for Friday, 8/5. I called at 2pm because nobody had come. I was told I had no missed pickup scheduled for today. She scheduled it and said she escalated it to Operations for immediate pickup, but of course, nobody came. The driver picked up other people's trash in the neighborhood and picked up mine the week before, sooooo.......Why is it so hard to get trash service? I switched from Waste Management because I had troubles in July with them (I've only been at this residence a month, and yet on the phone with trash companies daily), but I suspect this is going to be worse. I paid $57 more for service last week. So, that's $107. ***** complaints on BBB, 8 pages of 1-star ratings on consumeraffairs.com and countless negative ****** reviews, including people having to go to the ***** of ******* 8 million dollars. What a shame.

  Business Response

  Date: 08/09/2022

  New driver on route failing to understand the route fully. Customer has been contacted and we will require the driver to get service verification moving forward. 

• Initial Complaint

  Date:08/05/2022

  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.

  Republic Service waste disposal has increased their prices and becoming more common on missing their garbage pickup. My house is in the middle of downtown ******** residential and there is no excuse to not pick the garbage up. I have had their service for 2 years now and it started off $60 every 3 months. Now it's $102 every 3 months which with rising fuel costs I understand. However what I don't understand is Republic missing their pickups and once called they tell me it'll have to wait until next scheduled pickup which is a entire week away. The trash pickup can is full. There is no room for another weeks worth of garbage. And it is a health hazard to have garbage thrown on the street waiting for them to pick it up. This has been a constant battle with this company. They are contracted to pick up garbage every Friday. They need to follow through with their commitments. Picture attached showing location of garbage can. Right in plan view on the street.

  Business Response

  Date: 08/12/2022

  We have worked with Operations Team to ensure this customer is serviced on the correct day moving forward. We have spoken with the driver and updated the route sequencing and notes to ensure service in full on the proper service day.

  Customer Answer

  Date: 08/17/2022

  
  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.  Greatly appreciated for your help.
  
  Regards,
  
  *******************************