ComplaintsforRumpke Waste & Recycling

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've had rumpke for 2 -3 yrs now and this past 6 months we have had nothing but issues. So yesterday 8/19 I called and said I wanted to cancel and I wanted to be refunded my money I had already paid for the next 3 months. They said they canceled my account and they would refund but couldn't tell me when I'd have the money back. I log into my account they still haven't processed my cancelation request. Haven't processed my refund. And I can't even get an email stating they canceled my account. With today's economy I can not afford to wait for my money. Most business can give you a time frame when they will put the money back then tells you after that it's in your bank which I get but they can't even tell me that I am afraid they are going to try and keep my money and say I never canceled. I have called them twice the day I canceled and asked for an email showing it was canceled on thr 19th of August and I can't even get that!

  Business response

  08/22/2024

  
  August 22, 2024
  
  
  Better Business Bureau
  Attn:  *** ***** ****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  Complaint ID: ********
  ********* ******
  **** **** ********* ********** ***** ****** ** *****
  
  Dear Ms. ****,
  
  Thank you for the opportunity to address Ms. ******** service requests. First and foremost, we apologize for this experience. We have taken steps to resolve all issues.
  
  After receiving this notification, we removed the carts and sent Ms. ****** a refund. We then confirmed this with Ms. ******.
  
  We appreciate Ms. ******’s business and 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

  08/22/2024

  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

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since Rumpke purchased ******* Waste Service they have not picked up the recycling 3 times. I have called each time. The schedule a pickup and then don't honor it. On Friday of last week the truck came into the court and left while I was outside the house working on a car. He left without picking up.

  Business response

  08/19/2024

  August 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 his complaint seriously.
  
  We apologize for the frustration *** ****** has expressed as this is certainly not Rumpke’s standard of service. We have addressed the issues regarding the service with our operations team and are confident the issue is resolved.
  
  We were unable to reach *** ****** by phone but would appreciate the opportunity to discuss this resolution. He is welcome to call me directly at ###-###-####.
  
  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

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been paying them regularly for the past 2 years and over the last 6 months they have refused on multiple occasions to pick up my garbage which is resulting in animals creating large messes for me to clean. The current issue is going on for almost 4 weeks

  Business response

  08/14/2024

  
  
  August 13, 2024
  
  
  Better Business Bureau
  Attn:  *** ***** ****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  Complaint ID: ********
  **** ******* ** ******* *** ***
  South Point, OH 45680
  
  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 operations team did a thorough investigation. We have since been in contact with Mr. ******* and believe his concerns have been addressed.
  
  We appreciate Mr. *******’s business and patience with our team during this time. Please contact me if additional information is required.
  
  
  Sincerely,
  
  J****** S******
  Rumpke Waste and Recycling
  Customer Service Manager
  
  

• 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

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had Rumpke trash service for several years and have never had any problems with them until these past few months. We have one pickup each week on Mondays. Every Sunday evening we put the Rumpke trash bin at the end of our driveway. There have been multiple times they miss our pickup. We have to call customer service and are told each time that they will contact the driver to have him stop and get it. It still isn’t picked up so the next day we call customer service again and are told again that they will have it picked up. Day #3 - called customer service again and was told that it will absolutely be picked up by the end of the day. Garbage is still sitting at the road. The kicker to all of this is that we don’t live in a subdivision, we live on a main road and watch many Rumpke trucks go past our house each day. The garbage can is full and now we are three days into this AGAIN and I have trash that I can’t take anywhere or do anything with. I will again call tomorrow for the 4th time and I’m sure will be told the same thing again. I am paying for a service that either doesn’t happen or takes days to get done. Either way, it’s ridiculous.

  Business response

  08/06/2024

  August 6, 2024
  
  Better Business Bureau
  Attn:  ********* *****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  
  RE: Complaint number ********
  ***** *******
  **** **** ***** **
  Burlington, KY 41005
  
  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 the trash was serviced on Thursday, August 1, 2024. Unfortunately, we were unable to reach Mr. ******* by phone to discuss the actions taken but would very much like the opportunity to discuss this with him.
  
  Should Mr. ******* require further assistance he 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,
  
  A***** H*****
  Rumpke Waste & Recycling
  Customer Service Supervisor
  Cincinnati Region

• 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

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called the company about a month ago, about the driver throwing my trash can away. I never received a call back. I called today on 25 JUL 24, and was told there was nothing they could do because the driver denied throwing away the can. When I sent in video they told me the footage was fake, even though I also sent in footage from my neighbors ring camera as well. It's BS that they cannot admit fault in the matter, and I don't really care what happens next.

  Business response

  07/31/2024

  July 31, 2024
  
  Better Business Bureau
  Attn:  ********* *****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  
  RE: Complaint number ********
  *********** ******
  **** ***** **
  Fairfield, OH 45014
  
  Dear Ms. *****,
  
  
  Thank you for the opportunity to address Mr. ******’s 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 trash cart was delivered on July 26, 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 ************** **** *****
  
  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

  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,
  
  ***** ******
  

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