Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Approximately one month ago, I was watching out my window as the Republic Services driver emptied my PERSONAL trash can. It was the brand Brute (the gray and black ones that can be purchased from home improvement stores). I saw the driver take the entire trash can away with the trash. I went outside, spoke to him, and he said the trash can cracked when he emptied it. He assured me that he would call dispatch and have them replace it with an ADDITIONAL Republic Services trash container, which would arrive by the next pick up date. I have yet to receive my replacement can. I have called customer service multiple times and they have told me a replacement will come. Again, the driver broke my BRUTE brand trash can but said the company would replace it with an additional Republic services trash canmeaning I would now have 1 recycling container and 2 trash containers.the customer ******************** **** seem confused when I tell them this.

  Business response

  02/06/2025

  Our supervisor will deliver a cart today to the customer and we apologize for the delay.

   

  ***

  Customer response

  02/06/2025

  
  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

  01/30/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Last September, we tried to cancel our service and were told that the contract had already renewed despite us never having been notified. We then sent in a letter stating our intention to cancel our account. When we called in this year to cancel our account and have the ********************** container removed, they again informed us that our contract had been renewed with no option to cancel.

  Business response

  02/03/2025

  Thank you for bringing this concern to our attention. The account manager promptly followed up on this and reported we were able to reach a resolution. We are grateful for the opportunity to resolve this concern and continue being a reliable service provider for our valued customers. 
  

  Customer response

  02/03/2025

  
  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

  01/29/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am charged monthly for trash service with Republic Services. Today is 1/29/25. They have not ran since 12/26/24. The weather justified not running due to snow/hazardous roads. Today the roads are clear, temperature is 51degrees. No service again this week. *** called customer service. They refuse to credit for missed services. They also acknowledged no reason for todays missed pick up and marked it as missed

  Business response

  01/30/2025

  Hello,

  Customer was serviced on 01-29-2025, it was later than normal schedule for the day. We will work with our accounts department to issue credit. 

• Initial Complaint

  01/28/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Several months ago, my warehouse team requested that we change trash companies. Their concerns included repeated no-shows, frequent overage charges, more favorable rates from other companies, and poor customer service from both the driver and our account manager.I agreed with my team and charged them with finding a better solution, which they did in short order. We then contacted Republic Services to establish the service end-date, have the trash bins picked up, and pay the outstanding invoices.After getting the run-around from a Republic Account Manager (who we had never met), our AP clerk and Controller asked me to get involved. It was at this time that the Account Manager informed me that someone had signed an evergreen agreement years before that required six months notice/************ is our concern: The person who signed the agreement was not authorized to do so and ***** been with the company for years. Only the owner, Controller, and myself (General Manager) are authorized to sign contracts on behalf of the company. None of us ever saw the contract or were even aware of its existence.We simply want to move on and be done with this distraction, but Republic Services is insisting that we pay $4105.64 to stop using their service.

  Business response

  01/30/2025

  It is our standard policy to follow the terms and conditions on our service agreements.  In order to provide customer satisfaction we will remove the liquidated damages amount and schedule pick up of our container.  Thank you.

  Customer response

  01/30/2025

  
  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

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *************** terminated my account without notice. Even after accepting my payment they did not reactivate it. My 2 cans are overflowing onto the road.

  Business response

  01/30/2025

  We have serviced customers account this morning 1/30/25.  Please pay service fees on time to avoid service interruptions.  After an account has been placed on service interrupt due to past due invoices it may take a week to get your service back on schedule.  As of today the account is paid in full and scheduled for weekly service.  

  Customer response

  01/30/2025

  
  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

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It's now been 5 weeks since the company has picked up trash in our area, there are giant piles of trash sitting all along the roads in this area and they are still trying to make people pay for the last 5 weeks

  Business response

  01/29/2025

  Credit has been requested for this customer. There is still no access to reach these customers safely. Communication has been sent to provide alternative disposal options while we are continuing to access this area safely.

  Customer response

  01/29/2025

  
  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

  01/28/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On August 2, 2024 we terminated our account for *******************************************. Our final auto-bill payment set up directly with the company was for $112.59 screenshot attached. They later charged us .66 cents as an unpaid balance, plus a $25 late fee. We called and asked for this to be removed, they refused, and we were not able to make a payment. We even had difficulty returning their bins, after multiple times leaving them out for pickup. We spoke directly with their office and a driver who was picking up the neighbor's bins, both refused to take our bins away. We left them out and eventually they were picked up the following week. We now have received a collections letter from Coast to *************************. From their Letter of Demand (screenshot atttached)Invoice Number: 0803-005530556 Invoice Date: 08/06/2024 Due Date: 08/26/2024 Original Amount: $112.59 $0.66 Invoice Number: 0803-005578411 Invoice Date: 09/12/2024 Due Date: 10/02/2024 Original Amount: $25.00 Balance Due: $25.66

  Business response

  01/28/2025

  The $0.66 can be disregarded. The $25.00 is for cart removal fee which the customer was made aware of when he signed up for service and when he cancelled. That charge is valid and will need to be paid. 

  Customer response

  01/30/2025

  Thank you for removing the .66 cents. Regarding the bins, we put them out multiple times for pickup, we even called when a driver was picking up the next door neighbor's bins, both the driver and office *** refused to take the bins at that time. We left the bins out on the street and they were eventually picked up, hopefully by Republic. We do not have the bins, we have no need or have anything to gain from keeping the bins. We will not be paying the $25, and if the debt collection is not withdrawn then we'll proceed to warn everyone possible with online reviews of Republic's questionable business practices when customers terminate their accounts. We also have a voice on local morning radio that will be more than willing to help us spread the word. We don't really care to deal with any of this and don't have the time for it. Republic, please withdraw the debt collection and move on. Thank you again for the service of nearly 20 years, your weekly drivers do a wonderful job and do not reflect the practices of the admin office.

  Business response

  02/03/2025

  This account has been credited to reflect a $0 balance and a notification send to the collection agency to remove the account from any collections activity

  Customer response

  02/05/2025

  
  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

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ok so for years I have had 2 containers with ******* trash service and service has been great! A year ago they sold out to Republic Trash Services , so I was forced with this company. Within the first 2 months theyve broken both of my containers. A few weeks ago one container just disappeared, I went online sent message never got a response. Then I went ahead and mailed my payment on cause I just did t have time to deal with it. But I did in this period have a week of no pickup cause of weather, but no adjustment to the bill but I was to keep 2 weeks of trash in one canister. So I was kind of upset. Then this week I come home and other canister was gone. I stayed on a long hold finally got a person who said they do this to get customers to call n!!!!! She did say that they would bring one back 4 days later!!!! I explained that no thats unacceptable and asked for a manager and was told she would note for them to call and here it is 5 days later and no call!!!! I have no other option at the moment for trash service and this company is absolutely terrible!!!!!!! They obviously do not value customers!!!

  Business response

  01/30/2025

  customer has been serviced, broken toters have been swapped out with new

• Initial Complaint

  01/27/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I currently have an account for weekly residential trash removal with Republic Services. I am wanting to cancel my service to move to another provider but the company does not (1) answer their phone when called at multiple listed numbers, or (2) provide an online chat agent to help with customer service. In reality, they simply have no customer service so no way to apparently to end service. This is UNACCEPTABLE!

  Business response

  01/29/2025

  Customer was able to close account with ******************** on January 27th, 2025 18:01:06.  Inbound call from ****** ******** was logged and the request to close the account on January 31st, 2025 accepted.  The local phone number for Republic Services ***********) was checked for connectivity and any interruptions with service; none found.  

• Initial Complaint

  01/26/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called to start service in December. They were to bring a can the first week of January. They didnt. I called and they brought it the 14th and said service would start the next week Tuesday. They didnt pick up my trash but did everybody else on my street. I call 3 times and was promised they would come that day or the next and finally the 25th. Today is the 26th and my trash still isnt picked up. I want a refund of the $50 fee to start and my service canceled and no bill for services never met. I got a bill stating service started 1/7.

  Business response

  01/28/2025

  I have tried to rectify the situation with the customer. This is not something they are interested in. 

  we have scheduled a removal of our trash can from their property and we will also wipe out any balance. the customer will not owe a *****. 

  thank you. 

*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. ↩