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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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    Customer Complaints Summary

    • 2,582 total complaints in the last 3 years.
    • 596 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:08/03/2022

      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.
      I paid a container fee to start my service which I agreed to and understand however when I canceled service I was not told about a container removal fee of $50.00 which I think is wrong. Then they also are charging me late fees and state sales taxes fuel recovery fees and sales tax as well. So I have a **** of $88.18 that I don't agree with. I called and was told they didn't know why I wasn't told that I owe it.

      Business Response

      Date: 08/04/2022

      I left a voice message for ****** that we have received her BBB complaint. I apologized that she was not informed of the $50 cart removal fee. I informed her that I will credit the charge and asked that she contact me with any questions.  

      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:08/03/2022

      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.
      They are charging me for bunk pick up and I dont use the service. They refuse to remove it off my bill. I dont want the service they are blaming it on the city of *****

      Business Response

      Date: 08/18/2022

      The scope of service and rates are set by the agreement with the city 

    • Initial Complaint

      Date:08/03/2022

      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.
      Republic Services consistently misses my trash pick-up. This has been on going since I have had this company. Most recent incidences were July 2nd until July 23rd before they came and that was after numerous calls and emails. Last week it was out for pick up and I got an automated call telling me they weren't going to get it for that week and to put it back out the next week. The trash gets full of maggots when it sits in this heat for that long of a time and I have to clean that mess out of the container. They tell me they will give me a credit, yet my **** is always higher each time I get a ****. They have increased the rate for my service every 90 days when I am billed.

      Business Response

      Date: 08/04/2022

      *********, 

      Thank you for your feedback. Our local office is working diligently to recover all customers and take full responsibility for our delays. We will generate a credit to the account for missed services and be sure all excess waste will be recovered today, as today is your normal service day. 

      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:08/03/2022

      Type:Sales and Advertising 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 had paid for weekly trash pick-up and most weeks the pick-up was cancelled. For the last quarter I had services with Republic (dating from 5/10-8/3) they missed pick-*** on: 5/18/22, 6/2/22, 6/29/22, 7/7/22, 7/13/22, 7/26/22, and 8/3/22. On 8/3/22 I called to ask for a refund since 7 out of my 12 pick-*** that I paid for were missed. I was informed that they could not do credits or refunds because the pick-up was delayed a week and not cancelled. I am complaining because I did not receive the services I paid for (that being weekly pick-***) and their refusal for a refund.

      Business Response

      Date: 08/04/2022

      *******, 

       

      Credits will be issued immediately. 

       

      Thank you. 

      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:08/03/2022

      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.
      Currently I am a customer of ********************. I continue to pay for weekly trash removal and biweekly recycling pick up. I have contacted republic on two previous occasions because trash pickup was delayed to such an extent that it posed a hazard to my health and risked having animals on my property. Although I pay for weekly removal I have only had pick up on June 22 and July 20th. Today I received a call that I will not have a pick up until August 10th. I again called and asked for a credit to my account because I continue to pay for a weekly pick up. I was told that the policy was that they would pick up all my trash so they would not refund money. I explained that I pay not only for trash removal, but for a timely and safe curbside and that regardless if they pick the trash up, it was not suitable for me to keep the bags out by the curb all month or in my garage where they bring insects, animals and a foul odor. I believe that the service is not just the amount of bags they pick up but the condition of my home and the way my property appears to the neighbors and the safety and security. On the two occasions I called republic was unwilling to refund or credit me for this inconvenience. I am not the only family impacted by this. Thank you

      Business Response

      Date: 08/04/2022

      Cara, 

       

      Credit will be issued immediately. 

       

      Thank you. 

      Customer Answer

      Date: 08/22/2022

      To follow up on an email of 8/17/22
      I have not received any refund. This company did not comply with their agreement. Thank you for your attention to this matter

      Business Response

      Date: 08/23/2022

      *********, 

       

      Your account will be refunded. 

       

      Thank you. 

    • Initial Complaint

      Date:08/03/2022

      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.
      This company steals. They are trying to charge me extra 22 dollars for one trash pickup. My disabled son took the trash out and did not smash it down at all. There was no extra bags from the previous week. This company is saying we have a picture. That is not relevant. I pay for them to remove the can. Everything was in the can. This is discrimination!!!

      Business Response

      Date: 08/04/2022

      The charge is legitimate as the can was severely overloaded-


      The city asks us to monitor and charge for these items in our franchise agreement as they create issues with Vectors that get into the trash when lids are wide open and material falling out

      I was not able to respond in the BBB form nor upload photo of overloaded can but as matter of goodwill we will issue credit...

      Customer Answer

      Date: 08/12/2022

       can just had light paper in bags on top. could of easily been compressed down. There was no extra trash that they claim. Other neighbors on same street have same types of things and they were not charged. ALSO and this is the big one. The company never told anyone up front that they will be charged if the lid is open. PERIOD. this is nowhere in their literature. In fact when i called in about another charge I was told by their customer support that "as long as its in the can then it won't be an additional charge". This is plainly the case of a monopoly changing rules and setting policies without being clear to their customers.

       

      THE CHARGE IS NOT LEGITIMATE. This is fraudulent and they should be ashamed of themselves for treating their customers this way.

      Business Response

      Date: 08/15/2022

      The charge is legitimate as the can was severely overloaded. Thank you.

    • Initial Complaint

      Date:08/03/2022

      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.
      My **** has been paid in full and still being charged for every week and they are refusing to pick up my trash idk what else to do

      Business Response

      Date: 08/03/2022

      Spoke to *********************** he does not have an account with us. He is calling in in regards to another location to which is consistently blocked by *************** vehicle and we are unable to access due to this. We will have someone go by the location again today and provide service if accessible. 

    • Initial Complaint

      Date:08/03/2022

      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.
      Trash pickup is payed for a weekly pickup. Recycling biweekly. For at least 4 months, they reported driver shortage. They often leave trash overflowing because it's there waiting for a month. Bear attracting trash. My barrels are full and again tell me today that it will get pickup 8/10. They called last week saying it would get done today.

      Business Response

      Date: 08/11/2022

      *******, 

       

      We are working diligently to service our customers. 

       

      A truck will be dispatched as soon as possible to collect both the trash and recycling. 

       

      Thank you. 

      Customer Answer

      Date: 08/16/2022

       This is the same response they have used for months. They are not picking up trash weekly as paid to do. It is a month between trips with overflowing barrels in many surrounding towns.

      Business Response

      Date: 08/23/2022

      *********, 

       

      We understand your frustration. 

       

      We'll get your trash and recycling picked up as soon as possible. 

       

      Thank you. 

    • Initial Complaint

      Date:08/02/2022

      Type:Sales and Advertising 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.
      I have had this mirrored heavy closet door that I had to take out to the front of my home and republic guaranteed that they will pick it up and it STILL THERE AFTER TWO WEEKS . This need picked up now !!! I have already notified the attorney general about this matter .

      Business Response

      Date: 08/11/2022

      Hello,

       

      This issue was escalated to our **************** team. The customer has put out construction debris for weeks. As a courtesy we had a supervisor in a pick up truck taking some of this but the customer was told that going forward she would need to rent a roll off as this is not something we take weekly with normal residential trash. She put out a front door and this was not taken with her normal residential trash. One of our supervisors went out to the location after we tried to contact her via phone with no luck. The supervisor was trying to explain to her that we could no longer take this material with normal household trash. She became very upset and knocked over the door which broke the glass in the street and attempted to assault our supervisor as he was getting into his truck. We have tried very hard to work with this resident but again she will need to rent a roll off container for any future remodeling debris. 

    • Initial Complaint

      Date:08/02/2022

      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 contacted Republic Services to stop services on 7/19/2022. I was told that is fine and to place the garbage, recycling, and yard debris cans in the spot where I would normally, so they can take them. I did that. I expected a normal ****, maybe, of $57 and some change. Instead, today 8/2/2022, I received an invoice for over $210. I quickly went to investigate why. After speaking with the online chat person with Republic Services, I learned that the garbage truck driver said that my cans were not on the road for pick up (THEY WERE!). This resulted in an abhorrent fee. I protested, as I did my part as instructed. The online chat person persisted despite my pleas. I was honest. I did my agreed upon part. I don't believe it for a second and I am shocked that a company would charge this much, and be unable to provide me with any proof. How do I know that they didn't pick up the cans and are charging me anyway? How do I know the driver wasn't just being lazy? The road also was having construction, so maybe someone else moved it, but I doubt it. All I know is that I did what I was told and I am being punished for it, in an unfair, and un-understanding way. I don't need a handout, I just want this stupid fee removed my account. It's not right. It's criminal and no company I have ever worked with has EVER acted so greedy and untruthful. Disgusting. Please, for the love of humans everywhere, remove this fee.

      Business Response

      Date: 08/03/2022

      Hello,

       

      I have issued the credit for $225.00 to the account for the unrecovered cart fees on the account.  I do see where the customer had called in and was told about the fees.  I will work with our call center to make sure that whenever these issues come in to send them to the local office so that we can investigate these and get the issue handled before they escalate.

      Customer Answer

      Date: 08/05/2022


      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,

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

       

    Republic Services Inc is NOT a BBB Accredited Business.

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