David S Maden sent a message to Donald Slager that said:
Mr Slager,
I'm contacting you about the irresponsible, incompetent way your customer representatives are handling a missed pickup at my home in Lenexa, KS 66215. In addition to that occurring several times, I called them (816-254-1470) on April 19 at 11:36 CDT and scheduled a single bulk item pickup for Tuesday, April 23 and they failed to pick that up. I'm not really sure, but I do remember the name âShayâ as one of the persons that I talked to at this number and she may be the one who failed to initiate the bulk item pickup order on Apr 19. The problem started with a second trash cart I ordered and Republic delivered to my home for occasional use, and now the driver is picking up one Republic labeled cart and ignoring the 2nd Republic labeled cart that Republic delivered to me, thereby approving the use of 2 carts. I agreed to pay for this cart, since our HOA pays for the first cart. After several phone calls, I've discovered that your phone agents are not recording things properly in your computer customer accounts when they call in. My wife talked with a phone agent this past Monday to report the missed pickup and one of your agents said they could not pick up the 2nd cart unless we got approval from our HOA - EVEN THOUGH REPUBLIC SENT US THE SECOND CART FOR OUR USE??!!
I finally got a phone agent to escalate this problem to Frania Lugo, a Phoenix CRC Operational Excellence Advisor, Chandler, AZ (FLugo@republicservices.com) and she gave me the impression she would resolve it quickly, but now she is not responding to my emails.
I hope you understand how serious I am about this problem and I'm not going to let up for ONE DAY until my trash and bulk item are picked up. I'm 65 years old and shouldn't have to get stressed out trying to get a simple service from your company. You would think your driver would take a few more seconds to pick up the 2nd Republic labeled cart which is sitting right next to the 1st one they just emptied, and then report it to the company for a resolution, instead of inconveniencing a customer before resolving the problem. I'm starting to think that your phone agents and drivers actions are retaliatory in nature because of the necessity of my frequent complaints about Republic's poor services. I would appreciate it if you could lower yourself to communicate down in your organization directly and get this resolved within 24hours. THANK YOU!
