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I was working in my front office with clear view of the neighborhood, including the trash cans lined up near my neighbors. I heard the familiar loud noises in my quiet neighborhood and happened to look out just in time to see the truck back in to pick up various trash cans from my neighbors. Then I watched them drive off. I called
At this point I had to drive to work for a meeting. While in the meeting I received a call/voicemail stating that the driver had been out a third time and my trash can was empty!! Irritated, I called and told her that if he had seen it empty then it wasn't my trash can he was looking at. That is when the alleged owner came on the line and asked me where I was placing the canister. I told her that it was in the exact same spot it had been in for months and it had been collected every single time. She then told me if it had been in the proper location then the driver would have picked it up. I told her it was in the same place in front of my condo as every other can that had been collected, including my next door neighbor. She continued to tell me that the driver had been on the route for 20 years and if my trash had been collected previously then he must have been driving where he shouldn't have been driving. Instead of finding a solution and expressing empathy for my frustration she was busy telling me how it must have been either my fault or the driver's since he must have been driving where he should have been for months. I was so frustrated by the end of the call that I ended the call properly (I didn't hang up on her) and just decided that I wouldn't get anywhere. If I had been properly explained as to why the truck didn't come to me but did my neighbors then I would totally get it, but there was absolutely no attempt at working toward an understanding or solution. This goes beyond just "
I don't feel the customer service was present at this level nor did I ask to escalate it to the alleged owner. I find there was no solution being offered by the company except to roll my canister 10-15 feet to my neighbor's condo and hope we all get our service collected. This is very unacceptable in my book as Customer Service 101 will tell you that you never push the problem onto the customer to figure out! You always come up with a solution!!! I will be searching for another service and will go with another company before renewing. This just isn't what I've come to expect from
When I cancelled service effective August 13, I was told that I would be charged through the end of August. That is not acceptable. I will not pay for services that I will not receive.
To top all of this off after 15 years of using your service they say I will be billed $70 dollars to pick up their two containers. I do not care if they are picked up are not. This is totally unacceptable. To the best of my memory, I was charged a delivery fee to get them. I will not pay to have them picked up.
Republic also would not cancel based on my phone call. I had to send a written request. When I ordered services, you did not ask for written confirmation.
I will update as soon as I know what I am billed.
I switched to another company that is charging $90 less per quarter than Republic. They are also less strict and will pick up trash that is not in a container (bags, lawn trimmings, limbs, etc.)
The overall rating of "C" is mostly due to the price. Also, we never knew if trash would be picked up early or later in the day.
The service rep was pleasant and professional.
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