Republic Services of North Charleston

I've been a customer with Republic "Services" for 7 years. Not by choice but because it is the only trash service in my area of Summerville SC. I've never been real pleased with them. Lately they've reached a new low.
In the last 3 months they have failed to pick up trash 3 times. I called them and am told they will do a "missed pick up" but they don't come.
This last time I asked for the supervisor or manager and the customer service lady says "there is not one available right now." I gave them my phone number and she said I would receive a call- it's been 2 days- I'm still waiting.
They say they are 99.9% reliable- I wonder which customer on this planet got that service?
Missing 3 times in 3 months is just 75% reliable.
I pay on time- I expect them to be on time or at least take the word "service" out of their company name.
I'm rating them a 2 as I'm waiting to see if the supervisor will call. We will see.