ComplaintsforRumpke Waste & Recycling

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  RUMPKE is the rash removal co. that ervices my neighborhood. .on multiple occasions , i witnessed him destroying a large portion of my lawn while attempting to retrieve a trash can. He kept digging the mechanical arm that grabs the trash cans , into my lawn..Despite 5 phone calls to the business and its supervisor , nothing has been done to repair my lawn. This happened on the 1st fri. in july 2024...then again on the 27th of sept 2024. I had to repair it the first time , then the idiot does it agan , despite filing a complaint about the first time!

  Business response

  10/03/2024

  October 3, 2024
  
  
  Better Business Bureau
  Attn:  Ms. ********* *****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  Complaint ID: ********
  **** *******
  **** ****** ****** *** ****** ** *****
  
  Dear Ms. ****,
  
  Thank you for the opportunity to address concerns presented by Mr. *******. First and foremost, we apologize for this experience.
  
  After receiving this notification, our team reviewed the account in question and attempted to contact Mr. *******. Although we were unable to speak to Mr. ******* directly, we believe we have resolved the issue.
  
  We appreciate Mr. *******’ business and look forward to providing him with excellent service moving forward. Please contact me if additional information is required.
  
  
  Sincerely,
  
  J****** H*****
  Rumpke Waste and Recycling
  Customer Service Manager
  

  Customer response

  10/03/2024

  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

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pay between 60 and 72 dollars every three months for rumpke to pick up my trash. Three times out of the last four weeks it has not been picked up(8/29, 9/5, 9/19). I’ve continuously contacted rumpke about being missed with no resolve. I’m paying for a service I’m not being provided and having to waste my time with several phone calls.

  Business response

  09/25/2024

  September 25, 2024
  
  
  Better Business Bureau
  Attn:  Ms. ********* *****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  Complaint ID: ********
  ***** ******
  ***** ****** *** *********** ** *****
  
  Dear Ms. ****,
  
  Thank you for the opportunity to address Ms. ******’s concerns. We apologize for this experience.
  
  After receiving this notification and investigating the situation. We contacted Ms. ****** and removed the trash at the residence. At this time, we believe we have resolved this matter to Ms. ******’s satisfaction.
  
  We appreciate Ms. ******’s patience with our team. If necessary, please contact me for more information.
  
  
  Sincerely,
  
  J****** S******
  Rumpke Waste and Recycling
  Customer Service Manager
  
  

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son moved to this address about a month ago I believe the 18rh of August..he filled out the application for service. They have not brought any trash cans and the trash guy said he won't take it unless it's in Rumpke trash can. My son's garbage is building up and because he is a truck driver he can't spend time on the phone and when I called to help they said they won't talk to me. I guess it's top secret information. Unfortunately, tomorrow is Friday and they probably won't take it again. I will pay $30 and take it to ****** landfill place. Rumpke has gone down hill for service!

  Business response

  09/23/2024

  September 23, 2024
  
  Better Business Bureau
  Attn:  ********* *****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  RE: Complaint number ********
  ****** *******
  *** ******** **
  ********* ** *****
  
  Dear Ms. *****,
  
  Thank you for the opportunity to address Ms. *******’ concerns. Customer service is very important to us, and we take her complaint seriously.
  
  We apologize for the frustration Ms. ******* has expressed as this is certainly not Rumpke’s standard of service. We can confirm that a trash cart was delivered, and the trash was collected on September 19, 2024.
  
  Should Ms. *******’ require further assistance she is more than welcome to contact me directly. My phone number and direct extension are ************** ext. ****. Please feel free to reach out to me if additional information is needed.
  
  Sincerely,
  
  A***** H*****
  Rumpke Waste & Recycling
  Customer Service Supervisor
  Cincinnati Region

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My trash was not picked up on Tuesday 9/17/2024. I call ***** ******** Tuesday 9/17/2024 at 4:24pm and talked with an agent and they stated they would escalate and have the trashed picked up. Trash is still not picked up. I called ***** ******** again Wednesday 9/18/2024 at 2:03pm and talked with an agent who stated she would escalate the issue again and have some type of manager call my cell to discuss the issue. The agent maybe my trash was overlooked because I use bag(s) and not a trash bin. I told her I do not want a trash bin because I most always have only one bag of trash a week and there is an additional cost to using a trash bin. I still do not have a returned call from Rumpke. Also note: the agent now stated it could take up to 48 hours before Rumpke would make it out to pick up my trash. I tried calling ***** ******** again (Third Call) on Wednesday 9/18/2024 at 4:50pm. Work orders have been escalated. Must wait 48 hours for pickup. A supervisor will call with 24 hours. Waiting.. on Rumpke I wish to have this issue resolved. Thank you.

  Business response

  09/24/2024

  
  Tuesday, September 24, 2024
  
  
  
  Better Business Bureau
  Attn:  Ms. ********* *****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  
  
  Complaint ID: *******
  **** ******** **** *** ***** ** ******** ** *****
  
  
  
  Dear Ms. *****,
  
  Thank you for the opportunity to address the concerns presented by Mr. ********. First and foremost, we apologize for this experience.
  
  After receiving this notification our team began investigating the situation and reached out to Mr. ******** by phone. We believe we have resolved this matter to Mr. ********’s satisfaction.
  
  We appreciate Mr. ********’s business and look forward to providing excellent service moving forward. Please contact me if more information is required.
  
  
  Sincerely,
  
  ******* ******
  Rumpke Waste and Recycling
  Customer Service Manager

  Customer response

  09/25/2024

  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 received a call from 'Ron' from Rumpke within a day from my multiple calls to Rumpke's 800 number.   Ron was Accommodating and kind.   He resolved the issue and my trash was promptly picked up.

  This matter is closed.

  Thanks Ron!

   

  Regards,

  **** ********
  

• Initial Complaint

  09/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Our company has had a Rumpke dumpster for over a decade for waste purposes. During this time we have not made any changes or modifications to the dumpster, but Rumpke started charging a $7.00 monthly "FL Lock Service" charge to our account in July 2024. I contacted Rumpke on 07-09-2024, talked first with B******* who then transferred me to S***, who I was told is our sales rep, and was told the $7.00 monthly "lock service" is INCLUDED in our monthly rate, will be removed from all future monthly invoices, that she would make a note to this effect on our account for their records, and that I should deduct the $7.00 off the July 2024 bill, which I did. It now appears I was lied to by Rumpke since the $7.00 charge has continued to appear on our invoices in the months since, and when I called on 09-13-2024 someone named S****** claimed he talked to a supervisor (who wasn't available for me to talk to), and that our company needs to pay the $7.00 Lock Service fee each month, even though we never had done so in all the months and years leading up to this past July 2024. Rumpke is taking advantage of small companies like ours by "nickel and diming" us with this surcharge which suddenly started appearing out of nowhere, and now refuses to remove the $7.00 monthly fee, even though I was told back on 07-09-2024 that the fee was INCLUDED in our monthly service and would be corrected on their end so that this charge would not continue to appear in future invoices.

  Business response

  09/20/2024

  Friday, September 20, 2024
  
  Better Business Bureau
  Attn:  Ms. ********* *****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  Complaint ID: ********
  **** *****
  591 Cleveland St
  Elyria, OH 44035
  
  Dear Ms. *****,
  
  Thank you for the opportunity to address Mr. *****’s concerns. We sincerely apologize for this experience.
  
  After receiving this notification our team investigated the situation and reached out to Mr. ***** by phone. We believe we have resolved this matter to Mr. *****’s satisfaction.
  
  We appreciate Mr. *****’s patience throughout this process as well as his business. We look forward to providing excellent service moving forward. Please contact me if more information is required.
  
  
  Sincerely,
  
  J****** H*****
  Rumpke Waste and Recycling
  Customer Service Manager

  Customer response

  09/20/2024

  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

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is an absolute unacceptable. The company automatically assigns trash pickup to one of my rentals. Does not ever bother to lookup our company information, send us a bill or bother to call me. They then turn me over to collections and start sending collections letters to my x-wifes address where i have not lived in over four years. Then force me to pay $63.45 to get the account out of collections. They never provided any server or delivered can to the location, just turned my company over to collections. Unbelievable, what a scam.

  Business response

  09/18/2024

  September 18, 2024
  
  
  
  Better Business Bureau
  Attn:  Ms. ********* *****
  
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  Complaint ID: ********
  ******* ****** *** **** ** ************ ** *****
  
  
  
  Dear Ms. *****,
  

  Thank you for the opportunity to address concerns presented by Mr. *******. First and foremost, we apologize for this experience.
  
  After receiving this notification, our team reviewed the account in question and attempted to contact Mr. ******* by phone multiple times. Although we were unable to speak to Mr. ******* directly, we believe we have resolved the issue he was experiencing.
  
  We appreciate Mr. *******’s business and look forward to providing him with excellent service moving forward. Please contact me if additional information is required.
  
  Sincerely,
  
  J****** H*****
  Rumpke Waste and Recycling
  Customer Service Manager

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  . I have been with them for 15 years with no issues. The driver I have now leaves most or all of my trash behind. This has been going on for 3 months, about every other week. I called and they said that the toters weigh too much for the driver to move them. That is not true because he moves them into the middle of my driveway, still full. I then have to park on the busy road and get out to move them. (I am a 115 lb female senior citizen and I can move them!) The customer service person was rude and nasty and said she would have to charge $15 to come back out. She also said I would have to separate the trash into 6 32 gallon bags that can weigh up to 50 lbs each. That is what I am doing now. They picked it up last week and this week he took 2 bags and left the rest. When I call they say it is up to his discretion whether to take it. I pay for the service, I do what they tell me to, and the driver gets to pick and choose whether to provide the service I pay for. I took my bathroom scale out and weighed the bags and they ARE NOT EVEN CLOSE TO OVERWEIGHT!!!! I have had to haul several weeks worth to a friends dumpster. Unfortunately, I keep my bills paid further ahead than what they require, so I am overpaid for this 3 months.

  Business response

  08/30/2024

  
  August 30, 2024
  
  
  Better Business Bureau
  Attn:  Ms. ********* *****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  Complaint ID: ********
  **** *******
  ** *** *** *********** ** *****
  
  Dear Ms. ****,
  
  Thank you for the opportunity to address Ms. *******’s concerns. We apologize for this experience.
  
  After receiving this notification and investigating the situation. We have contacted Ms. *******, and removed the trash at the residence. At this time, we believe we have resolved this matter to Ms. *******’s satisfaction.
  
  We appreciate Ms. *******’s patience with our team during this time. Please contact me if more information is required.
  
  
  Sincerely,
  
  J****** S******
  Rumpke Waste and Recycling
  Customer Service Manager
  

  Customer response

  09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I believe I should receive a refund for the 3 months that I had issues plus my overpayment toward the following billing period. At a minimum, I should be refunded for my overpayment toward the following billing period plus for the weeks that were not picked up requiring me to find other ways to get rid of it. At one point I went to the transfer station and had to pay $80 to get rid of my garbage.
  
  Regards,
  
  **** *******
  

  Business response

  09/15/2024

  September 13, 2024
  
  
  Better Business Bureau
  Attn:  Ms. ********* *****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  Complaint ID: ********
  **** *******
  ** *** *** *********** ** *****
  
  Dear Ms. ****,
  
  Thank you for the opportunity to address Ms. *******’s additional concerns. We apologize we were unable to resolve the matter initially. After receiving follow up notification, we further investigated this customer’s situation and service file and was able to confirm that Rumpke completed service as scheduled at this address. Additionally, if there were issues, we were unable to confirm customer notification of problems.
  
  However, we understand that Ms. ******* was inconvenienced by this misunderstanding and process and for that we sincerely apologize. At this time, we have refunded for her pre-paid service. With this action, we firmly believe this issue is resolved.
  
  We appreciate Ms. *******’s patience with our team during throughout this process. Please contact me if more information is required.
  
  
  Sincerely,
  
  J****** S******
  Rumpke Waste and Recycling
  Customer Service Manager
  
  

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rumpke broke and threw away my trash cans I had to pay for then told me they are not liable and my only solution was to rent a trash can from them. They intentionally break personal property and no resolution. Scamming people out of more money!

  Business response

  09/05/2024

  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 began investigating the situation and reached out
  to *** ******* by phone. We believe we have resolved this matter to *** *********
  satisfaction.
  

  We appreciate *** ********* business and look forward to providing excellent service
  moving forward. Please contact me if more information is required.
  

  Sincerely,
  

  Josh B***
  Rumpke Waste and Recycling
  Customer Service Manager

  Customer response

  09/10/2024

  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

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When they came to pick up my garbage this morning I watched them pull up to my neighbors trash can I had to run to the bathroom in the span of 5:minutes when I came back to bring my can back to the house my trash can was gone and so we're they I live at the end of a dead end street. My can was my own can that I bought myself personally and I am being given the runaround about getting it back. I can't afford to replace the can it was in perfect condition no cracks or holes and it had its own attached lid the area I live is in a rural area I can't leave trash outside unless it's in cans because of wild animals and I can't leave my trash inside because it draws flies and I have dogs And Rumoke has been giving me nothing but a runaround about my personal trash can

  Business response

  08/28/2024

  August 28, 2024
  
  Better Business Bureau
  Attn:  ********* *****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  
  RE: Complaint number ********
  ****** **** *** ******* ***
  Brooksville, KY 41004
  
  Dear Ms. *****,
  
  Thank you for the opportunity to address Mr. ****** concerns. Customer service is very important to us, and we take his complaint seriously.
  
  We apologize for the frustration Mr. **** has expressed as this is certainly not Rumpke’s standard of service. We can confirm that a replacement Rumpke cart was delivered Tuesday, August 27, 2024. We spoke to Mr. **** by phone to discuss the actions taken.
  
  Should Mr. **** require further assistance he is more than welcome to contact me directly. My phone number and direct extension are ************** ext. ****.
  
  Please feel free to reach out to me if additional information is needed.
  
  Sincerely,
  
  A***** H*****
  Rumpke Waste & Recycling
  Customer Service Supervisor
  Cincinnati Region

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have told Rumpke several times that I want my lid closed on my trash can after my trash is emptied to prevent it from getting infested with maggots. I am disabled and I can’t keep cleaning the trash can every week because they are too lazy to close a lid. At my previous home they closed my lid no problem but for some reason it’s an issue here.

  Business response

  08/23/2024

  
  August 23, 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 we were able to speak with *** ****** Friday, August 23, 2023, to discuss the further action taken.
  
  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,
  
  
  Carolyn M*****
  Rumpke Waste & Recycling
  Customer Service Manager
  Cincinnati Region
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩