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Business Profile

Sanitation Consultants

Republic Services Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sanitation Consultants.

Complaints

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

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Republic Services Inc has 587 locations, listed below.

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    Customer Complaints Summary

    • 2,608 total complaints in the last 3 years.
    • 600 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:07/20/2022

      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.
      Republic Services has been my trash provider for the past 4 years, no real problems until the last few months. Now they are inconsistently picking up the trash. sometimes it's a day, but sometimes it's weeks. The week delay is a problem because animals get into the trash and cause a mess. Plus there are germs and it attracts rodents. This is a constant problem lately, and I have spent hours trying to get someone to pick up my trash and nothing. Sometimes I get a credit, They are always saying that the there is a driver shortage. They should not be operating in this area and taking peoples money if they are not able to provide the service. Today I was told I could take my trash to the Springfield dump myself if it was a problem to wait. It's a 100 degrees outside today, I don't want the trash in my car that has been sitting outside for a week.

      Business Response

      Date: 07/25/2022

      We are actively addressing our driver shortage customer is back on schedule this week and we will ensure collection.

    • Initial Complaint

      Date:07/20/2022

      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.
      I am billed quarterly for weekly trash pickups and pay this **** on time and in full. We continually have missed or delayed pickups (maybe one a month) to the point of being a health/safety/sanitation issue (rotting trash, animals in the bins, etc.). The latest was a missed pickup on Monday 7/11 and again on Monday 7/18 (two consecutive weeks). Despite calling customer service and being promised a call back (which never happened) there has been no relief. We continue to be told that it is a "driver" or "equipment" problem. Our account number with ******************** is **************. They say they on their website and on hold messages that they provide "reliable" service...nothing could be further from the truth.

      Business Response

      Date: 07/27/2022

      *****, 

       

      The Town of ****** was serviced on Monday the 25th. 

       

      Please understand the current labor challenges across the industry. 

       

      We are aggressively recruiting to properly staff our division and service our dedicated customers like yourself on a regular basis. 

       

      Thank you. 

       

       

    • Initial Complaint

      Date:07/19/2022

      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.
      not picking up my trash for past 2- weeks. every time I call they tell me they will be out to pick it up by the end of the day , but they never show up.

      Business Response

      Date: 07/27/2022

      We have spoken with the driver for this route, updated route notes and sequencing to ensure this customer is not missed moving forward.

    • Initial Complaint

      Date:07/19/2022

      Type:Product 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.
      Account Number ************** Heritage Collection, LLC Our company sold the Heritage Collection, LLC on 09/27/2021 - Republic Services was servicing the account. I wrote them a letter dated September 27th, 2021 canceling our service effective on September 27th, 2021, and requested a final invoice prorated from September 1st-September 27th, 2021. I received confirmation from **************** regarding the same. The new buyer set up service in their name with Republic Services and they were billed accordingly. Republic continued to auto-debit our account from October-December of 2021 even though I canceled the service as we were no longer the owners of the property. The total amount debited from our account was in the amount of $5,569.02. We finally received a refund after reaching out to Republic multiple times - it took almost 6 months! The check was received in March of 2022 in the amount of $5,168.87. So, after months of multiple phone calls and emails, they send us our money but short us $400.15. They should technically pay us interest back for the months they had our money tied up, they did not have the authorization to debit our account. I would like our $400.15 paid back ASAP and a written apology note from corporate. If I were representing Republic Services I would be embarrassed, especially with the lack of responsiveness to resolve a simple problem. *** *** (CFO-Member)

      Business Response

      Date: 07/22/2022

      We apologize for the experience ***************************** had while resolving the described issue. Although we did not find that a refund was due, a refund has been processed for the amount of $400.15 and we hope this will make up for any inconvenience that was incurred. 

    • Initial Complaint

      Date:07/19/2022

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have had this trash service for nearly 8 years. I canceled the service because they continued to increase the price of their service. They were supposed to pick up the bins May 9th and I still have it. It has sat out at the curb for quite a while. I moved it up to the house from the curb recently. I called them and they said they would put me down on the list for the next pick up. They still didn&#**;t pick it up. I totally got the run around on the next call and talked to three people.

      Business Response

      Date: 07/27/2022

      we have removed the container from site today 

      Customer Answer

      Date: 07/28/2022


      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:07/19/2022

      Type:Product 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 bought our trash service (formerly Heartland Waste) this past year and has not fulfilled their service. There have been many missed pick **** terrible customer service, of which, many times they don't answer phones. They never can explain the reason trash wasn't picked up, but when pressed for an answer, it's usually due to a driver or truck shortage. On Sat, July 16, I had enough and canceled my service. On Monday July 18, **** (from Corporate ************ in AZ) told me a refund would be issued. She said it might take 4 weeks. I've read on complaints that they don't pay canceled customers what is due. I paid my **** online on July 5, with much reluctancy. At this point, they should pay me for all the missed pick *** and pain and suffering and stress caused! This company is not delivering as contracted and should be investigated. There are many dissatisfied customers who are getting ripped-off...

      Business Response

      Date: 07/19/2022

      Cammy, 

      Please know, we understand your frustrations and we're doing everything we can to resolve ongoing service issues in this service area. Your most recent payment for this quarter has been refunded in full, please allow your bank 2-3 business before those funds show. We appreciate your business. 

      Customer Answer

      Date: 07/28/2022



      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:07/19/2022

      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.
      I pay for trash service. Several times in the past the trash truck has driven by the trash and not picked it up. Today in a downpour the truck drove by and did not pick up the trash. On my street the truck drives to the end and turns around so I went out with an umbrella and stood in the middle of the street to flag him down. He stopped and when I asked him why he was not taking my trash he said there would be another truck coming. It is midnight and the trash is still there. I want them to refund my money for the times they have not picked up my trash and do a better job doing their job and picking up the trash, which is what I pay them for. They are cheating at least me if not many other customers.

      Business Response

      Date: 07/19/2022

      nythmTell us why here...

      Business Response

      Date: 07/27/2022

      We have reviewed with the driver to ensure the customer will not be missed going forward. We will also credit the customer's account in the amount of one free month. We have also reached out to the customer last week and are awaiting a response. We will attempt to reach out again to make sure the customer received our first message and has our local contact information.

    • Initial Complaint

      Date:07/18/2022

      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.
      I have been attempting for a month to have Republic Services retrieve an unwanted trash can that was delivered to my house. On June 20, 2022, I called Republic Services to request that my 128 gallon trash can be exchanged for a 64 gallon trash can. The phone representative told me that the new can would be delivered and the old one taken away on June 23, 2022. Well, this never happened. I called and emailed Republic Services to report the error on or about June 26, 2022 and was told on the phone that I would be called back with a new date when the can exchange would happen. I never received a response, but a 64 gallon can mysteriously showed ** in front of my neighbor's house a couple of days later. We figured out after a few days that it was my new can since they hadn't ordered one. Getting the new can was great, but since then, for the past three weeks, I've been fighting with Republic Services through multiple phone calls and emails to have the 128 gallon can picked up. I've even had to get the **************** involved since it is the technical owner of the can and holds the contract with Republic Services, but so far, their assistance hasn't gone anywhere. In total, I've made/sent 9 phone calls and emails to get rid of this trash can. Seriously, how hard is it to pick it up? When this happened with the last trash company our city had for 20+ years, they would usually pick ** an unneeded can in ***** hours after a single phone call. I live in an HOA-controlled neighborhood and risk being fined for leaving the can out by the curb this long. My neighbors are also getting testy about its presence as evidenced by how often it's getting knocked over - so this is a larger issue than just about a can removal. Thank you for your consideration and assistance.

      Business Response

      Date: 07/19/2022

      Customer has been spoken to and is very grateful container is scheduled to be removed today, 7/19/22

    • Initial Complaint

      Date:07/18/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have recently decided to use republic services for my trash collection at my residence. Account number **************. It has now been 3 weeks that they have not collected my trash. I called every day last week and was repetitively told they have a shortage of drivers and will be there tomorrow. I find this absolutely ridiculous . i have asked to be contacted by the local facility to fix this issue and have been yet to be contacted. I believe I should have all my trash collected and a refund of my money for the missed pickups.

      Business Response

      Date: 07/19/2022

      We contacted ***** Via phone call and the customer did not answer. I left a detailed message with our division contact information as well as a brief explanation on why i was calling. The customer is getting serviced today and going forward will be serviced on the correct day and route. When we do hear back from ***** we need to find out who and how he signed up for service with republic services. Going through our log we have on his account in our system, we discovered the cart was delivered and the account was serviced the 1st 2 weeks but then after that the route driver has been reporting that the cart hasn't been out. My theory for the recovery of the missed pick *** was most likely a back and forth of us coming on the wrong days and the customer was possibly bringing out the cart and putting the cart away. We will also discuss this with the customer and a supervisor will head out on site to get a gauge on the area and to see if any other issues may exist. We will update this case with a further resolve once we hear back from the customer.  

      Customer Answer

      Date: 07/26/2022

      I called back multiple times every day last week and left messages with no response. I did receive an email from the ***** yesterday and I will be reaching out.

      Business Response

      Date: 07/27/2022

      ***** emailed me her phone number , I asked her to reach out to me via my cell . We will connect today.  

      Customer Answer

      Date: 09/27/2022


      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:07/18/2022

      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.
      Dates of non *******: May 9, May 23, June 6, June 20, July 5, July 18 Fees charged: $117 What ******* was purchased: To pick up weekly trash on Mondays and bi-weekly recycling on Mondays.Dispute: Our recycling has not been picked up the last 2 months; we have received alerts that our recycling will be "delayed", however as of today it is still delayed, yet we are being charged because according to them it wasn't "missed" or "cancelled" just delayed. Response from business: We have requested to be reimbursed the charges for non p/u of just recycling for those 6 pickups as the ******* has not been provided. They will not provide a credit stating ******* wasn't missed - just delayed but they still have not picked up. The message received today states they will pick up on August 1st and they are working hard to find drivers.... Case #********* and Case #********* - no one called back like we were told would happen in ***** hours. Called on July 5th and July 13th.Acct #**************

      Business Response

      Date: 07/21/2022

      ******, 

       

      We will reimburse you for the poor service immediately. 

       

      Thank you. 

      Customer Answer

      Date: 07/28/2022



      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,


      ****** And *************************


       

    Republic Services Inc is NOT a BBB Accredited Business.

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