ComplaintsforRumpke Waste & Recycling

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Trash pickup was Tuesday 07/30.Dumpster was not picked up. Called Tuesday early evening and let them know and was told by rep they would pick it up Wednesday. No one showed Wednesday. Called Thursday morning and asked why trash was not picked up. I was THEN told that a vehicle was in the way Tuesday so they did not pick up. I informed them i was not told that Tuesday and was not informed of a fee. I told rep that and he said they can't pick it up without a fee and I said I was told nothing about that on Tuesday. After going back and forth I said fine I need it picked up so I agreed to the fee. Was told it would then be picked up Friday and no one has still showed. I don't believe they care at all about their customers. I believe I shouldn't have to pay fee now especially since I was told it would be picked up and was not.

  Business response

  08/06/2024

  August 6, 2024
  
  
  Better Business Bureau
  Attn:  *** ***** ****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  Complaint ID: ********
  **** *******
  **** * ****** **
  ************* ** **********
  
  Dear *** ****,
  
  Thank you for the opportunity to address concerns presented by *** *******. First and foremost, we apologize for this experience.
  
  After receiving this notification, our team reviewed the account in question and spoke to *** *******. We believe we have addressed the issue.
  
  We appreciate *** ********* business and look forward to providing her with excellent service moving forward. Please contact me if additional information is required.
  
  
  Sincerely,
  
  Juanita H*****
  Rumpke Waste and Recycling
  Customer Service Manager
  

  Customer response

  08/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *******
  

• Initial Complaint

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ended service on June 28th. Owed credit of 84 dollars. After repeated calls refund has not been issued. We were told the credit back to our account would be issued within 2 weeks

  Business response

  08/01/2024

  
  
  
  
  
  August 1, 2024
  
  
  Better Business Bureau
  Attn:  *** ***** ****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  Complaint ID: ********
  ***** ****
  ***** ******** *** **.
  *** ***** ** *****
  
  Dear *** ****,
  
  Thank you for the opportunity to address concerns presented by *** ****. First and foremost, we apologize for this experience.
  
  After receiving this notification, our team reviewed the account in question and submitted the refund as *** **** requested. We have since been in contact with *** **** and believe her concerns have been addressed.
  
  We appreciate *** ****** business and look forward to providing her with excellent service moving forward. Please contact me if additional information is required.
  
  
  Sincerely,
  
  Jessica S******
  Rumpke Waste and Recycling
  Customer Service Manager
  
  
  
  
  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/22 the trash company rumpke picked up my trash and took the lid to my rolling trash can with the trash. They the threw the can across the yard. The can is now useless without the lid. The only thing you can do on their website is file a feedback report. I would like them to replace my trash can that I bought I do not rent one of theirs.

  Business response

  07/29/2024

  
  July 29, 2024
  
  
  Better Business Bureau
  Attn:  *** ***** ****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  Complaint ID: ********
  ******* ****
  **** ********* **
  ******* ** *****
  
  Dear *** ****,
  
  Thank you for the opportunity to address concerns presented by *** ****. First and foremost, we apologize for this experience.
  
  After receiving this notification, our team reviewed the account in question and provided a credit for the damaged cart. We have since been in contact with *** **** and believe his concerns have been addressed.
  
  We appreciate *** ****** business and look forward to providing him with excellent service moving forward. Please contact me if additional information is required.
  
  
  Sincerely,
  
  Jessica S******
  Rumpke Waste and Recycling
  Customer Service Manager
  

  Customer response

  07/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I would say that I had to argue with them over their requirements as initially they sa8d they were not responsible for damage done beyond the curb to personal trash cans. I did tell them I thought that was an unfair business practice and was only in place to extort money out of customers by renting their trash cans. 

  They then backpedalded on ther own rules and credited my account for the can which was acceptable.

  Regards,

  
  ******* ****
  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pay Rumpke roughly $125.00 every 3 month, in which every 3 months the price is different. I’ve had Rumpke for several years and they’ve always picked my trash up, until here recently whenever they got a new employee that says the trash container that I pay for every 3 months for years is too heavy for their lift to lift! The employee that’s picking up the trash now doesn’t even use the lift, he grabs the bags of trash out of the container. I mainly use 13 gallon trash bags, here and there there maybe the 33 gallon trash bags of trash. My husband had called Rumpke and the lady got hateful on the phone with him on June 27th. On June 28th I had called Rumpke and the lady was going to get hateful with me until I told her that whomever they hired for this route where I live doesn’t use the lift and was grabbing the bags by hand and I told her my trash needed emptied and she said that she would see what she could do. My trash gets picked up on Wednesdays and I have more trash than normal this week. I’m wanting all my trash completely empty and not half done like last week and other weeks prior.

  Business response

  07/10/2024

  
  July 9, 2024
  
  
  Better Business Bureau
  Attn:  *** ***** ****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  Complaint ID: ********
  ****** ***
  ***** ***** ***** ***
  ****** ***** ** *****
  
  
  Dear *** ****,
  
  Thank you for the opportunity to address concerns presented by *** ***. First and foremost, we apologize for this experience.
  
  After receiving this notification, our team reviewed the account in question and attempted to contact *** *** by phone. Although we were unable to speak to *** *** directly, we believe we have resolved the issue she was experiencing.
  
  We appreciate *** ***** business and look forward to providing her with excellent service moving forward. Please contact me if additional information is required.
  
  
  Sincerely,
  
  Jessica S******
  Rumpke Waste and Recycling
  Customer Service Manager
  
  
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Can’t get out of rollover contract. Their communication and service is poor and they are holding us hostage for another 2 years

  Business response

  06/28/2024

  June 28, 2024
  
  
  Better Business Bureau
  Attn:  *** ********* *****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  Marketplace Resource Consultant 
  
  Customer Information ID ********
  ***** ******
  *** * ******** ***
  ************ ** *****
  Daytime Phone: ###-###-####
  
  Dear *** *****,
  
  Thank you for the opportunity to respond to issues submitted by *** ******. First and foremost, we apologize for the experience and undue frustration. We take matters like this one very seriously and want to make things right. 
  
  *** ****** signed a contract for Rumpke’s commercial services and per the contract early service cancellation requires payment of cancellation fees. Despite multiple efforts to reach *** ****** to discuss, we will cancel his service, remove all containers from the property and waive related cancellation fees.
  
  Please contact me directly if you have any questions or require additional information.
  
  Sincerely,
  
  Connie H*******
  Rumpke Waste and Recycling
  Customer Service Manager
  
  

  Customer response

  07/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I appreciate the quick resolution. I wish that this could have been resolved without this intervention.
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I’m filing a complaint against Rumpke for harassment and their unwillingness to cancel my contract for cause. I have all the documentation to support my complaint and will happily send them. There are multiple emails and a text thread so you may want to provide me an email address. Thanks, ****** **** Thank you, ****** ****

  Business response

  06/24/2024

  June 24, 2024
  
  
  Better Business Bureau
  Attn:  *** ********* *****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  Marketplace Resource Consultant 
  ************************* 
  
  Customer Information ID ********
  ****** ****
  ***** ********* *****
  *********** ** *****
  Daytime Phone: ###-###-####
  
  Dear *** *****,
  
  Thank you for the opportunity to respond to issues submitted by *** ****** ****. We are very sorry for her experience and take the accusations she has made very seriously. Please rest assured that we have investigated this situation fully by interviewing each team member that participated in correspondence with *** ****, as well as by reviewing all phone recordings and email transmissions. We have found no evidence of customer mistreatment at any time.
  
  *** **** had both residential and commercial services with Rumpke. She contacted us to cancel her residential and commercial service accounts. We cancelled her residential service per her email request and removed the Rumpke-owned trash containers from her property on June 20.
  
  However, *** **** had signed a contract for Rumpke’s commercial services and per the contract early service cancellation requires payment of cancellation fees. Despite multiple efforts by various members of Rumpke’s sales and management team to cooperate with *** **** to meet her demands and attempt to reduce cancellation fees, *** **** remains unsatisfied.
  
  At this time, we will cancel her service, remove all containers from the property and waive related cancellation fees. Again, we are very sorry we were not able to reach a resolution however at this point we must take steps to **** protect our team from further unfounded accusations and harassment.
  
  Please contact me directly if you have any questions or require additional information. We have substantial records on file relating to this customer account.
  
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ******** walker was taken by Rumpke employee without permission or request. No one from Rumpke has replied to multiple requests from me to replace it. The property manager has also requested attention and we have an eyewitness neighbor who told Rumpke employee not to take my walker as I used it daily. The walker was not set out for pickup and I had no trash barrels out either. It was a regular trash pickup day but everything was at the garage door not at the driveway end or curb. I filed a report with the ******** Sheriff Office. I just want my ******** replaced. It was a heavy duty model with seat and storage compartment. I’m disabled and use it both in my home and outside. I’ve been totally ignored by Rumpke. I advised the rep in the call center that I don’t answer calls that have no id. If they called no voicemail was left. A copy of the eyewitness statement was sent to Rumpke last week. The incident occurred on Friday May 31, 2024. If you need a copy of the statement I’ll have to ask the property manager to send it. I don’t have a computer set up in my place or a printer. I’ll need your email address if so. Just FYI, I live at ***** **** in the **** section. Please help get this settled. Thank you.

  Business response

  06/19/2024

  June 19, 2024
  
  
  Better Business Bureau
  Attn:  *** ***** ****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  Complaint ID: ********
  ****** ****
  **** **** ******
  ***** ******* ** *****

  
  Dear *** ****,
  
  Thank you for the opportunity to address *** ****** concerns. First and foremost, we apologize for this experience and any inconvenience.
  
  After receiving this notification, our team reviewed the account in question and spoke to *** ****. We believe we have addressed all issues.
  
  We appreciate *** ****** business and look forward to providing her with excellent service moving forward. Please contact me if additional information is required.
  
  Sincerely,
  
  Juanita H*****
  Rumpke Waste and Recycling
  Customer Service Manager

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After having Rumpke for over 20 years, I have never been so disappointed in the service (or lack thereof) I have encountered in the last 3 months. Our driver has thrown trash all over the driveway and ditch multiple times, left cans half full of garbage twice, skipped over our house a few times. When leaving two weeks' worth of trash out the following week (because we were skipped the previous week), the driver left the "extra trash" sitting next to the can. (There wouldn't have been more than two cans if he had done his job in the first place). When calling to report this behavior, I was called a liar by the route supervisor and driver. All the reps have been extremely rude and condescending. After months of this treatment, I called and cancelled services and was told to leave cans at the end of the drive, 7 days later, the cans are still there. I called in and was told I didn't cancel...although, I have a recording of my own proving I did. I requested they play the call back and listen because the request was made. I was told I would be credited for the poor service and that was not honored either and when I asked about the credit, I was told they never offered more than 2 weeks even though this had been an ongoing problem that I had reported for 3 months. I am absolutely disgusted at the customer service and treatment from Rumpke I will NEVER use their services again for my residential or businesses.

  Business response

  06/19/2024

  June 19, 2024
  
  Better Business Bureau
  Attn:  ********* *****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  
  RE: Complaint number ********
  ****** ******
  *** ****** **** ***
  *********** ** *****
  
  Dear *** *****,
  
  
  Thank you for the opportunity to address *** ******** concerns. Customer service is very important to us, and we take her complaint seriously.
  
  We apologize for the frustration *** ****** has expressed as this is certainly not Rumpke’s standard of service. We can confirm that her account was credited for a total of 4 weeks of service. We spoke to *** ****** by phone regarding the actions taken and to confirm the removal date of the Rumpke trash carts.
  
  Should *** ****** require further assistance she is more than welcome to contact me directly. My phone number and direct extension are ###-###-####.
  
  Please feel free to reach out to me if additional information is needed.
  
  Sincerely,
  
  Ashley H*****
  Rumpke Waste & Recycling
  Customer Service Supervisor
  Cincinnati Region

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pay them over $70 to pick up my trash. They said that I could put out their can and up to 6 bags of trash out a week. I have had them for almost a year and every week I put out the can and 6 bags. Up until thale last three weeks they have picked up all of my trash. The last three weeks they have only emptied my can and leave the bags and when I call them all of a sudden they are saying that I am putting out to much when I only put out what they told me I could when I hired them as my trash company. Something needs done because they shouldn't be allowed to lie to customers and not do what they said they would do.

  Business response

  06/06/2024

  June 6, 2024
  
  
  
  Better Business Bureau
  Attn:  *** ***** ****
  
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  Complaint ID: ********
  ******* ******
  *** **** **
  ************ ** *****
  
  
  
  Dear *** ****,
  
  Thank you for the opportunity to address concerns presented by *** ******. First and foremost, we apologize for this experience.
  
  After receiving this notification, our team reviewed the account in question and attempted to contact *** ****** by phone and email. Although we were unable to speak to *** ****** directly, we believe we have resolved the issue she was experiencing.
  
  We appreciate *** ******** business and look forward to providing her with excellent service moving forward. Please contact me if additional information is required.
  
  Sincerely,
  
  Juanita H*****
  Rumpke Waste and Recycling
  Customer Service Manager
  

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Just moved into my first home, arranged for trash services with rumpke because some of my neighbors also use them. Have to pay for 3 months in advance, service was supposed to start April 15th. It took 3 weeks and 4 phone calls for my trash to even be picked up the first time. And they still miss it every week. I have to call and remind them to get my trash every single week. Going on 7 weeks now. I even see the truck drive by my house every Monday. So they see my trash, however I think it's the driver's being lazy because my trash bin is smaller so they actually have to get out of the truck to collect it. It's really makes me frustrated that a full grown adult is so incompetent, or lazy, that they can't remember to get a paying customers trash. Needless to say I'll be switching to a competing service if this isn't fixed before these first 3 months are up.

  Business response

  06/04/2024

  June 4, 2024
  
  
  Better Business Bureau
  Attn:  *** ***** ****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  Complaint ID: ********
  ****** ******
  *** ****** ***
  ******* ** *****
  
  
  Dear *** ****,
  
  Thank you for the opportunity to address the concerns presented by *** ******. First and foremost, we apologize for this experience.
  
  After receiving this notification, our team reviewed the account in question and spoke to *** ****** regarding his concerns.
  
  We appreciate *** ****** business and look forward to providing him with excellent service moving forward. Please contact me if additional information is required.
  
  Sincerely,
  
  Juanita H*****
  Rumpke Waste and Recycling
  Customer Service Manager
  

  Customer response

  06/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ******
  

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