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The issue in GetHuman2146514's own words
As a result of cancellation of garbage pick up last week due to weather, yesterday, I called your customer service for two reasons - * to confirm that my garbage was going to be picked up on the normal day this week and * to request a refund for last week since I paid for a garbage pickup that did not happen, nor was there an extra pickup scheduled prior to my normal pickup day of the week (Wednesday). I first talked with Bree (sp?) who confirmed that my garbage was to be picked up today (Wednesday). However, when I asked for a refund for last week, she said she could not do this and that extra workers were being employed to pickup double the amount of garbage normally collected. I informed her that due to my can being full and with no safe place to put additional garbage, I had already taken care of last weeks garbage at my expense and that there would only be the single can of garbage to be picked up this week (ie, no additional garbage than what I already pay for). She replied that she still could not refund last week and that I should have just put the additional garbage on the ground next to the can. I told her that the message left on my phone informing me of the cancellation of service last week said nothing of being able to place additional garbage out for pickup without being charged extra. In addition, I also informed her that setting bags of garbage out on the ground was not an option due to the animals that roam the area I live (raccoons, coyotes, etc). Because she still maintained that she could not refund me for last week, I asked to talk to her supervisor. She said that her supervisor was not available but she could put me in contact with an Escalation Senior Adviser (whatever that is), so I said OK. After several minutes on hold, I was put in contact with Dioclin (sp?). After telling her that I wished to receive a refund for last week and the basis for the request, she said that she was sorry to hear that I had expended money on disposing of last weeks garbage and went on to ask if I had called prior to yesterday to get a special pickup. I told her that they were closed last week due to the weather. She stated that only our local office was closed but that I could have called the same number I called yesterday to schedule a special pickup. I told her that if the local office was closed, how would the special pickup be completed even if I called? She had no good answer to this, except to say that if I had called previously, she could have done something for me, but since I didn't call previously, there was nothing she could do. To which, I said that the message of services being canceled last week said nothing being able to call for a special pickup so how was I to know that that option even existed (although it really didn't due to the local office being closed). At this point, she had the audacity to tell me that they couldn't say this in the message because if we told everyone that they could call for a special pickup, then everybody would have called for a special pickup! What sort of logic is this? I then said that it was apparent that she was blaming me for her inability to refund me because I did not call about this prior to yesterday. She claimed she was not blaming me but that if I had called previously, she would have been able to do something. I then asked how I was supposed to know that I should have called previously to schedule a special pickup during a week that services had been canceled? I asked her if I was supposed to have magical powers to know all this when the message left on my phone simply said that services were being cancelled and the next pickup was to be on my regularly scheduled day the following week (not some expedited schedule). All she could say was that I should have called previously. At this point, I was so dumbstruck with her command of circular logic and double speak that I realized she was going to win this battle of "wits" and I gave up with the call. I am sending this email in the hopes that some one at Republic Services will do the right thing and recognize that I did not receive what I had paid for and will credit me for one weeks pickup service that I have already paid for. I did not leave anything out for pickup today other than the single can that I paid for. Not being refunded for a lack of paid service last week is essentially the same as charging me double for my pickup today as there was no accelerated schedule change to make amends (as is normally done on holiday weeks). I understand that the weather prevented you from picking up my garbage last week. However, that was not my fault and does not negate the fact that I paid for a pickup that never happened. I simply wish to receive a credit for the missed pickup. It is the right thing to do. Why is that so hard? FYI, I live at ***** ** *** Street, South Haven, Mi ***** and my name is Jerome Nordby.
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