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 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

• 

  Republic Services

  20667 5 Mile Hwy Onaway, MI 49765-9398

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:08/02/2022

  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.

  They kept raising my rates. They wanted to charge me $40 to pick up their trash bin. I called to talk to billing and the woman said they didn&#**;t take any billing related questions.

  Business Response

  Date: 08/23/2022

  I spoke with the customer and agree we will not be charging a container removal.  

• Initial Complaint

  Date:08/02/2022

  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.

  Trash provider has consistantly not picked up recycling. Out of 8 weeks, only picked up once. Now, they are not picking up trash. They keep delaying pickups, which leaves us with full trash bins, and no where to put trash until they finally pick up. When I call for a credit due to their lack of providing the service, they tell me that there is no credit, as they consider it a delay, rather than them just not picking up that week.

  Business Response

  Date: 08/11/2022

  *******, 

   

  We are working diligently to service our customers. 

   

  Due to a driver shortage, service has been delayed. 

   

  Credits will be issued immediately. 

   

  Thank you. 

• Initial Complaint

  Date:08/02/2022

  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.

  The republic service in ***********, **, is the most unprofessional and worst customer service I have dealt with. During trash pick up at my location, the hand of the trash can was broken. I have called weekly for a month for new trash and recycling bin to drop off. I even went to the location and explained that I needed a new bin. Each time, the rep does a verification in the system and explains that they have bins and provide guidance to leave my BIN outside; they will pick it up. I have even left my been out from Monday(trash pick up) until Wednesday, and still no exchange of trash cans. I have filed complaints locally and asked for a manager to call me back, and still no solution. They have also explained that I need a separate trash can for yard waste and still have not dropped that off either. I even offered to pick it up myself. At this point, I am unsatisfied as a customer, and if I had another option, I would go somewhere else. Your team broke the bin, so why not do the honorable thing and replace it as advertised. Please be a company of your word and return the calls of customers. Honestly, I am glad I don't serve in the military with people of this caliber.

  Business Response

  Date: 08/03/2022

  Local supervisor has contacted the customer and resolved

• Initial Complaint

  Date:08/01/2022

  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.

  This is my second complaint towards Republic waste services. Sadly, it is the only way I was able to get a resolution last time and I am hoping it will get a resolution this time again. Republic did not pick up my bulk item (mattress) on bulk pick up day. Ironically they picked up my neighbors who is two houses down washer and dryer. I have called the manager and left 2 messages and have heard nothing back. I called the customer service line and requested the bulk item be picked up twice and they keep telling me it will be tomorrow and as I am writing this complaint almost 7 days later there is a mattress sitting in the front of my home. Not sure what to do next. I could take the mattress to the dump myself but the principle is that I pay my **** like everyone else and my items should be picked up as well.

  Business Response

  Date: 08/08/2022

  We have called Customer and left a message. Account was serviced.

  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:08/01/2022

  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.

  I canceled my service with Republic Services on May 4, 2022, because their pricing and fees have gotten out of hand. I was told they would come pick up the trash and recycling bins on May 25, 2022. They did not show on the date, and when I called they rescheduled the pickup for a couple of weeks later. They did not show on that date either. I have called at least 3 times about this issue, and there are numerous notes on my account about picking up these bins (and they charge you to pick up their own property!) It is now nearly 3 months after I canceled my services with them, and the bins are still sitting on my curb. I have no way to transport these bins, and I wouldn't even want to attempt to put the nasty things in my personal vehicle even if they *******. I also have a $77 credit on my account that has yet to be returned to me.

  Business Response

  Date: 08/09/2022

  The container has been removed

  Customer Answer

  Date: 08/12/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I will accept the resolution provided now that the bins are gone, I would like to note that the company did not address the credit on my account or offer to assist with that portion of my complaint. I had to contact the company, again, to receive the money they owe me. It will supposedly be mailed to me in 4-6 weeks, so we'll see. Horrible business practices.

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

  
  

• Initial Complaint

  Date:08/01/2022

  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.

  Cancelled my service with republic May 30th and requested a pick up of container on 6/3. Republic did not process the cancellation of service until mid June and only after I called/emailed several times for them to cancel. ( I have emails as proof) I have now been charged for June ($170.88) and July ($176.93) service totaling $347.81. For my August invoice I was charged $347.81 but given $221.80 in credit for closing the account and billing me $126.01 (which included a dumpster removal fee of $55) I should have been credit $341.81 because I did not have service June and July. I should not pay for any service after 6/3 (my requested date of termination). But I am being charged because the staff at Republic can not do their job and cancel the account in a timely manner. Republic service is literally ripping me off of $71 dollars. It is not a lot but if they did this to every single customer than it is a lot of $$. I will not pay for service I did not have but I will pay the $55 for the dumpster removal.

  Business Response

  Date: 08/02/2022

  Good morning - Currently we have issued total credits on the account of $344.09 for the incorrect service dates after the container was removed.  There is a past due balance of $62.87 on the account today and I just processed a credit for that amount and it will be applied by tomorrow to the customer's account.  This will bring the total credit on the account to $406.96 and this will zero out the balance on the customer's account.  We are sorry for any inconvenience and apologize for the incorrect billing on the account. 

• Initial Complaint

  Date:08/01/2022

  Type:Product 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.

  We recently have moved and have been Republic customers for at least 5 years. On 7/15/22 I contacted Republic to cancel my trash service and was transferred to the sales department. They asked if the new homeowners would use Republic and I said I do not know. They have the option of Rays and Republic in that neighborhood. They representative asked if I wanted the trash cans picked up and I said that would probably be best. She then asked if we needed trash service at our new home and I said no. They scheduled trash can pick up on 7/19/20 which is the normal pick up day. On 7/27 I received a **** from them for $61.09 which was our prorated return of $13.25 less the sum of a $60 container removal fee and a $15.05 fuel recovery fee. I called that same day and was told that is standard procedure. I indicated that the representative never disclosed those charges to me. The new representative said that the charges are outlined on the back of the ****. I asked why the original rep did not disclose the fees at the time I cancelled service and the new rep said that it was written on the **** and that she did not have to tell me this. I grabbed the **** and read all off the language on the **** back to her and there was nothing about these charges. She then told me that I needed to click on the link, too which I said I can't this is a paper ****. The link is listed under a section titled Understanding our rates, charges and fees, not under the ********************** Policy section. I asked that these charges be removed and she said that she could not. She indicated she would elevate my request and that I would receive an email from Republic within 3 days but only if they agreed to reverse the charges. If they did not then there would be no further communication on the issue. To date there has been no email received from Republic so I can only assume based on my last interaction that they did not reconsider the charges.

  Business Response

  Date: 08/03/2022

  Dear ****************,
  

  Thank you for taking the time to share your thoughts and opinions about Republic Services. We greatly value your feedback and comments.We believe listening to our customers is the best way to improve our service and the customer experience. In your comments, you mentioned that you were assessed fees for recovering the two carts at your home when you moved. I apologize that you were not advised of the removal fees assessed with collections of the carts. As we strive to continue improving the experience for our customers, your direct feedback is very important to us. I have credited the charges on the account and they are not due anymore. As a ************* Manager of ******************** in ************,it is important that we not only meet your expectations, but that we exceed your expectations. I will have the balance due to you mailed to your current address.
  

  We thank you for your time and willingness to share your input and experience with us.
  

  Sincerely,

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

  ************* Manager

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

• Initial Complaint

  Date:08/01/2022

  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.

  We have republic as our trash service provider and they have consistently failed to perform the services in a timely manner as agreed upon in the service contract (trash pickup weekly, recycling pickup every other week) We have had several instances where the services have not been performed and have been contacted with information that the service will take place at the next scheduled date. Upon attempting to contact Republic regarding a statement credit for services paid for but not performed, we were told that we would not be given a statement credit as we 'were notified services would take place at a later date', which was the next scheduled service. On several occasions we have gone several weeks without service only to be told we were not entitled to any account credit (only getting trash picked up once every 2 weeks and recycling once every 4-5 weeks), however if we wished to cancel service due to dissatisfaction we would be assessed the early termination fee as outlined in the service agreement.I'm hoping intervention by the BBB will assist with some reconciliation with the situation. I am sympathetic to the employment shortage, however we should not be forced to pay timely for services in according to a contract if they do not have to perform the services on the frequency agreed. Our account number is ************** and i have attached a copy of the most recent service delay texts I appreciate any assistance that can be offered in this matter

  Business Response

  Date: 08/01/2022

  Duplicate to 17651225 

  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,
  
  
  ***************************
  
  
   
  

• Initial Complaint

  Date:08/01/2022

  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.

  Regarding waste removal rendered by Republic Services, I have attempted to resolve a billing issue in which the company states that payment is overdue. Numerous phone calls, a meeting at the Warrensburg office, and letters with copies of bank statements mailed to the billing department in ******** and the office in Warrensburg have not resolved the issues with our account. Errors originally occurred during the transition period from Heartland Waste Services to Republic Services in September of 2021. We mailed bank statements showing cleared checks to Heartland Waste and requested assistance repeatedly to correct the issue. No correction or credit has been provided even after services were not rendered by Republic Services for six weeks during January and February of 2022 (our billing statement clearly states "1 Waste Container 2 Cu. Yd, 1 Lift Per Week). I spoke to a supervisor at the Warrensburg office on February 22, 2022 that stated that we would receive a credit on our **** for missed pickups. Therefore, we did not make a payment for the month of February. We have proof of cleared checks for every month from August 2, 2021- June 5, 2022 with the exception of February (due to services not received). Now I am being told that I did not pay our **** for September 2021, March 2022 or July 2022. I am currently pulling together proof of cleared checks to prove payment once again. Copies of our cleared checks will be mailed to Allied Waste Kansas City and to the Warrensburg office for Republic Services on July 30, 2022. I have spent literally hours attempting to resolve this issue. I am seriously considering filing a lawsuit so that my outstanding credit is not damaged in any way. I do not have other options for waste disposal in our area as we require a 2 cubic yard receptacle.

  Business Response

  Date: 08/09/2022

  Good evening *****, 

  We're sorry for any confusion we've caused within your billing and services with us. Our billing team had left you a voicemail on 8/4/22 with the resolution. Your past due balance has been cleared and your payment of $60.00 was posted to the account as of 8/1/22. As of today, your account is paid through 7/31/22. 

• Initial Complaint

  Date:08/01/2022

  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.

  Within the last 2 months (after paying and being denied credit) my recycling and trash services have been delayed or denied until the next pickup four times. I tried calling customer service and was told I would receive a phone call from operations, but never did. I am still being required to pay for service that is not being delivered as promised. I have attached a picture of the texts from the latest two cancellations.

  Business Response

  Date: 08/01/2022

  ********, 

   

  We will issue a credit for the services that were not provided. 

   

  Please understand we are experiencing a driver shortage which has significantly impacted our ability to service our customers. 

   

  Thank you.