ComplaintsforRumpke Waste & Recycling

Garbage Removal

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Initial Complaint
10/11/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I leased a dumpster from rumpke and they came and took it without notification. When I contacted them about it. The first person told me that I called them and told them to pick it up. When she knew she was caught in a lie, she transfer my call to another woman. That told me that someone called her personally and told her the dumpster was full. Another lie. Nobody called them and it wasn't even close to being full and we were nowhere near done with it. Now rumpke sent me a bill for over 300 dollars . I paid 200 for the dumpster, plus monthly fees for a dumpster that I didn't get to finish using. Here's the best part, found out that some of their employees have been letting their friends and family, along with some county officials use their dumpsters free of any charges. Well rumpke, I'm out 200 for the dumpster and 150 to get another dumpster from another company. You owe me 350 dollars. If this is how you want to do business here, you won't be doing much more here.
Business response
10/18/2021

October 18, 2021

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 *** ********* complaint very seriously.

Upon further investigation, Rumpke confirmed that *** ******* began commercial service with Rumpke on March 31, 2020. He leased a 30-yard roll off dumpster with on-call service. The container was emptied on April 13, 2020 and remained on site with no service until we removed the container on June 25, 2021.

Rumpke removed the container in accordance with the local solid waste ordinance which states that the container was left on *** ********** property well beyond the suggested allowable timeframe. Solid Waste Ordinance Section 8, Subsections 7 and 8 states “to protect the health, safety, and welfare of our citizens. It is my opinion that at minimum, roll off containers be collected and disposed quarterly”.

Considering these factors, Rumpke’s sales team has reached out to *** ******* in an effort to further explain the situation and ensure appropriate next steps to offer the best outcome possible.

Please feel free to reach out to me if additional information is needed.

Sincerely,

Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati Region
Customer response
10/20/2021
I am disabled and have been in and out of the hospital all year. The people in the community who have been helping me with the property where the dumpster was are the ones who paid for the dumpster. They want to know why rumpke didn't get one of the dumpsters from the friends of employees who wasn't even paying for them. The judge executive here just signed a 3 year contract with them and refuses to talk to us. He already knows, this is his last term in office. We are 400 right at the moment and are growing and taking steps to remove him from office.

. My complaint against rumpke is just one of many here and if rumpke doesn't change it ways, they are no longer going to be serving this community. We have already talked to other companies that have offered to do trash service here cheaper. February 22 2022, we are going to have a meeting about getting some of our public officials removed from office and one of rumpke competitors will be here to talk to us about what they can offer our community. One of the local churches is going to pay rumpke the money they claim I owe them. I disagree with this decision. Now that we have your ceo's personal information, he will be notified after our meeting.
Business response
10/28/2021

October 28, 2021

Better Business Bureau
Attn: ***** ****
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

RE: Complaint number ********

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

Dear *** ****,

Thank you again for allowing us the opportunity to address *** ********* concerns. The account is billed to *** ******* and we apologize for the frustration with the dumpster removal.

Our sales team has been in contact with *** ******* advising him of our decision. We hope to continue providing friendly and reliable trash collection to *** ********* community moving forward.

Please feel free to reach out to me if additional information is needed.

Sincerely,

Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati Region
Customer response
11/05/2021
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.

Regards,

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

The issue is rumpke employees lied. They didn't honor their verbal agreement with ** *******. They never tried to contact ** *******. Contact was made by ** *******, not rumpke employees. ** ******* will no longer be in contact with rumpke due to health issues. We The residents of ********** County will be pursuing this and other complaints from now on. There will be no public officials involved. We are currently working to remove some of them as well.
Initial Complaint
10/08/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Consistently missing recycling pick up. Which is scheduled for every Friday. It is a weekly schedule. Missed Jul 9, Jul 16, Jul 23 and Jul 30. We went 4 weeks in July with no pick up. Missed again on Sept 3. Missed again on Oct 1 and Oct 8. Each time I am assured pick up would occur within 24 hours and it has not. I make numerous calls on each occasion and cannot get any type of an explanation as to why we keep getting missed. Currently our recycling bin is completely full with two weeks of materials. We have more stored that we cannot place in the bin. Rumpke is not resolving our issue.
Business response
10/13/2021
October 13, 2021

Better Business Bureau
Attn: Ms. Tammy Beck
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

   Complaint #********

Account number: *********
   ****** *******
   **** ******* **
   ******, OH *****

   Dear Ms. Beck,

Thank you for the opportunity to address concerns presented by Ms. *******. First and foremost, we apologize for the experience. We take matters like this one very seriously.

We have worked together to address the issue directly and eliminate the potential for future occurrences and/or misunderstanding. We have picked up the recycling and have spoken to Ms. ******* concerning recycling cart placement.

We appreciate Ms. *******’s patience in this matter. Please contact me anytime at
###-###-#### if more information is needed.

Sincerely,

   Jan
   Rumpke Waste and Recycling
   ****** Region Customer Service
Initial Complaint
10/08/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The week of September 20th our service was not being completed(this was NOT the first time service was not supplied as scheduled) 9/24 I called (as I have done many times before) find out why our Yard Waste was NOT picked up on Tuesday. "short of help" I canceled the recycled service -Connie told me that they would pick up our recycled can 7-10 days(as of today it is still out there). Today (10/8) I called again because the yard waste that was suppose to be picked up on 10/4/21 has STILL not been picked up-My husband called 10/7/21 . I called today (10/8) to cancel all service because Rumpke can NOT supply service to our area. Destiny told me that I have to keep all the cans out 7-14 days more for pick up or we will be charged for the cans and that I will NOT receive my refund UNTIL they pick up the cans - this is unacceptable as a service provider. I told her we could bring the cans to them and she said "NO". We are again having to WAIT for service/money.
Business response
10/12/2021
RE: Complaint number ********
****** *******
**** ****** *****
**********, KY *****
Daytime Phone: ###-###-####
E-mail: ********************

Dear Ms. Beck,

Thank you for the opportunity to address Mrs. *******’s issue. 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.

We spoke with Mrs. ******* today and confirmed that the requested equipment removal had occurred. We also advised her that a credit of $110.15 was issued to her account and a refund was requested.

We appreciate her time and patience in working with us to resolve this issue. Mrs. ******* may call me directly at any time for additional information.

Sincerely,

Connie H*******
Customer Service Manager, ********** Region
Rumpke Waste & Recycling
Initial Complaint
10/04/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We are paying customers of 3 years with Rumpke. As of this week they have failed to pick up or trash 5 times. They didn't pick up last week, we called and promised to pick up this week. We were sure to contact them to make sure they're picking up trash. They were. It's now after business hours and my trash has not been picked up. It isn't right to do this to a paying customer. Please help.
Business response
10/11/2021

October 11, 2021

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 *** ******** complaint seriously.

We apologize for the service issues *** ****** experienced. We have reviewed his complaint with the operations team, and they have discussed the issue with the driver. We are confident we have resolved the issue and *** ****** should not experience anymore service-related issues.

Unfortunately, we were unable to reach *** ****** by phone. If he needs any additional assistance or has questions *** ****** can call me directly at ###-###-####.

Sincerely,

Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor

Customer response
10/11/2021
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,

******* ******
Customer response
06/08/2022
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.
Hi, I sent you a complaint in 2021 against Rumpke trash pick up and recycling. I'm sad to report this case is not resolved and I'd like to reopen the case. The business missed picking up my trash on 5/30/2022 and again on 6/6/2022. I also called to confirm the missed pick up.

Regards,

******* ****** & ******** ******

Business response
06/14/2022
June 14, 2022

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
09/30/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ended service to our house which we were selling on 08/06/2021 approximately. I was told over the phone that it was taken care of and that any left over reimbursement would be mailed to us. Our house sold and we closed officially on 8/11/2021, when the new owner account would kick in. On 9/30/2021, I see a charge in our account for $134.17 from Rumpke. Upon login into my old account, I see that we were charged for keeping the trash carts!!! $75 a piece!!! We left them for the new owner of the house because he was continuing service there. What a rip off!!! I haven’t tried contacting Rumpke for a resolution to this since I don’t think I needed to do that; it should be common knowledge that you do not charge a customer for a product on an address that did not need new carts to be delivered!!
Business response
10/01/2021
October 1, 2021

Better Business Bureau
Attn: Ms. Tammy Beck
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

   Complaint #********

Account number: *********
   ****** ******
   **** ******** **
   ***** **********, OH *****

   Dear Ms. Beck,

Thank you for the opportunity to address concerns presented by Ms. ******. First and foremost, we apologize for the experience. We take matters like this one very seriously.

We have worked together to address the issue directly and eliminate the potential for future occurrences and/or misunderstanding. We have spoken to the customer and resolved the issue. The refund is in process.

We appreciate Ms. ****** patience in this matter. Please contact me anytime at
###-###-#### if more information is needed.

Sincerely,

   Jan
   Rumpke Waste and Recycling
   ****** Region Customer Service
Customer response
10/01/2021
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. They were very fast at responding to my complaint and am very happy with the resolution.

Regards,

****** ******
Initial Complaint
09/30/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We have been a customer of this company for about 3 years after moving to our current residence. For the past month, they have only picked up trash once but continue to charge the same rate as weekly service. They have picked up trash this week from other residences that rent trash cans from Rumpke but did not pick up trash at our residence. At this point, it is becoming a safety hazard because the trash has been there for at least 3 weeks but has not been picked up. We have called the local office and the corporate office at least 4 times and have been reassured that they will pick it up the following day. They have still not picked up the trash as promised. I would switch to a different company but there is no other choice in our area.
Business response
10/01/2021
October 1, 2021

Better Business Bureau
Attn: Ms. Tammy Beck
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

   Complaint #********

Account number: *********
   **** ********
   ***** **** ****
   ******, OH *****

   Dear Ms. Beck,

Thank you for the opportunity to address concerns presented by Mr. ********. First and foremost, we apologize for the experience. We take matters like this one very seriously.

We have worked together to address the issue directly and eliminate the potential for future occurrences and/or misunderstanding. The trash has been picked up, and we have credited the account and have left a voice mail for Mr. ********. The Route Manager will specifically monitor the servicing of this account moving forward.

We appreciate Mr. ********* ‘s patience in this matter. Please contact me anytime at
###-###-#### if more information is needed.

Sincerely,

   Jan
   Rumpke Waste and Recycling
   Dayton Region Customer Service
Initial Complaint
09/29/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My complaint concerns the failure of Rumpke to pick up my trash on five occasions between 7/9/21 and 9/29/21. Trash was not picked up on 7/21/21, 7/28/21, 8/11/21 (no report made with Rumpke), 9/15/21 and 9/29/21. Repeated calls to customer service have not resulted in a resolution. None of my neighbors have had missed pickups on these dates. When talking to the Customer Service Lead, I questioned whether this could be intentional because it has happened so often. She informed me that she didn't like the accusation (which it was not) and ended the conversation. My bill has ALWAYS been paid on time.
Business response
10/01/2021
October 1, 2021

Better Business Bureau
Attn: Ms. Tammy Beck
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

   Complaint #********

Account number: *******
   **** ********
   **** ******* **.
   ********, OH *****

   Dear Ms. Beck,

Thank you for the opportunity to address concerns presented by Mr. ********. First and foremost, we apologize for the experience. We take matters like this one very seriously.

We have worked together to address the issue directly and eliminate the potential for future occurrences and/or misunderstanding. The Route Manager has contacted Mr. ******** and resolved the issue.

We appreciate Mr. ********’s patience in this matter. Please contact me anytime at
###-###-#### if more information is needed.

Sincerely,

   Jan
   Rumpke Waste and Recycling
   ****** Region Customer Service
Initial Complaint
09/27/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I signed up with Rumpke two months ago. They missed my trash again last week. I would like a refund for the last month, and to cancel the contract.
Business response
09/30/2021
September 30, 2021

Better Business Bureau
Attn: Ms. Tammy Beck
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

   Complaint #********

Account number: *********
   ******* ********
   **** *********
   ***** *************, OH *****

   Dear Ms. Beck,

Thank you for the opportunity to address concerns presented by Mr. ********. First and foremost, we apologize for the experience. We take matters like this one very seriously.

We have worked together to address the issue directly and eliminate the potential for future occurrences and/or misunderstanding. We have picked up the trash, cancelled his service and processed a refund. We have left a message for Mr. ********.

We appreciate Mr. ********’s patience in this matter. Please contact me anytime at
###-###-#### if more information is needed.

Sincerely,

   Jan
   Rumpke Waste and Recycling
   ****** Region Customer Service
Customer response
10/11/2021
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.
want. you to know RUMPKE treating me unfairly. my last trash pick up was 28th of last month. they owe me money for a month of three months i paud . they told me all money owed to me back would be paid at the 1st of every month. i checked my account the 1st of this month an my money still wasn't returned to me. i called an ask why they told me i will not get my money back until next month . so they are making me wait another month for my money. im on social security fixed income i need my money i should have received the first of October. i deel i. being treated unfairly because i reported them
Regards,

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

Business response
10/12/2021
October 12, 2021

Better Business Bureau
Attn: Ms. Tammy Beck
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

   Complaint #********

Account number: *********
   ******* ********
   **** *********
   ***** *************, OH *****

   Dear Ms. Beck,

Thank you for the opportunity to address concerns presented by Mr. ********. First and foremost, we apologize for the experience. We take matters like this one very seriously.

We have worked together to address the issue directly and eliminate the potential for future occurrences and/or misunderstanding. We have spoke to Mr. ******** and let him know the refund will be sent out this week.

We appreciate Mr. ********’s patience in this matter. Please contact me anytime at
###-###-#### if more information is needed.

Sincerely,

   Jan
   Rumpke Waste and Recycling
   ****** Region Customer Service
Initial Complaint
09/27/2021
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We paid for the Rumpke dumpster to deliver the dumpster to one of our properties in **********, Ohio. We asked could pick up be scheduled earlier and the customer service Rep replied she would send a message and ask them to try( there were no guarantees). On the day of pick up, the neighbor had her car parked there ( she is over 70 years old). The drivers would not knock on the door( being assured that she is not a threat) and she would be happy to move her car. The driver refused to ask the neighbor to move her car s the scheduled pick-up can be completed. The company wants to charge us extra money for it. We should not be charged when all they had to do was to ask her to move the car. We are very disappointed in this companies efforts to resolve this. We have paid over $700 for their services with no problem. We are a company that takes pride in resolving issues for continued services and good reviews. We had hoped ( Rumpke) company would do the same. A good name is far nobler.
Business response
10/04/2021

October 4, 2021

Better Business Bureau
Attn: Tammy Beck
1 E. Fourth St., Suite 600
**********, OH 45202

RE: Complaint number ********

****** *****
**** ** ****** ***
**** *****, GA *****

Dear Ms. Beck,

Thank you for the opportunity to address Ms. *****’s concerns. Customer service is very important to us and we take Ms. *****’s complaint seriously.

We apologize for the time Ms. ***** has spent working to have this issue resolved. We spoke with her by phone to discuss actions taken, and we are pleased to share that the issue is resolved.

Ms. ***** is more than welcome to contact me in the future for additional assistance at ###-###-####, ext. 3749.

Sincerely,

Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor
********** Region
Customer response
10/05/2021
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
09/21/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Why am i billed on 9/2/21, for 10/21 and 11/21, payment due by 9/17/21. Do i have to pay three months in advance?
Business response
09/28/2021

September 28, 2021

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 appreciate the opportunity to address his concerns.

We have reviewed the billing on the account and determined the account is on an advanced bi-monthly billing schedule. There is currently a balance of $39.00 due for the months of October and November 2021. We are happy to adjust the billing cycle to better accommodate *** ****** needs.

Unfortunately, we were unable to reach *** ****** by phone. We would love the opportunity to discuss this further so that we can receive additional feedback. *** ****** can 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
Customer response
10/03/2021
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,

**** ******
Customer response
11/29/2021
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.

Billing or Collection Issues

Problem:
charging for services too far in advance, reference complaint # ******** .Verbally resolved with Ashley H***** 9/30/21. I am now receiving overdue bills and threats of service termination. Statements enclosed.

Desired Outcome:
Stop over due billing and threats of termination, per verbal agreement.

Regards,

**** ******

Business response
12/05/2021

December 5 2021

Better Business Bureau
Attn: ***** ****
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

RE: Complaint number ********

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

Dear *** ****,

Thank you again for the opportunity to address *** ******* concerns. Customer service is very important to us and we appreciate the opportunity to address his concerns.

We apologize for any frustration that *** ****** has experienced. We have adjusted the billing cycle to better accommodate *** ******* preferred payment schedule. Moving forward this will help to prevent him from receiving past due notices or collection calls.

*** ****** is welcome to call me directly at ###-###-#### should he need further assistance.

Please feel free to reach out to me if additional information is needed.

Sincerely,

Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati Region
Customer response
02/02/2022
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.
Complaint Type:
Service Issues

Problem:
In reference to #********,#********

Desired Resolution / Outcome
Desired Resolution:
No further contact by the business

Desired Outcome:
Stop sending unwarranted past due/termination notice, as agreed upon.

Regards,

**** ******

Business response
02/02/2022
Date Sent: 1/2/2022 10:53:15 AM

January 2, 2022

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 appreciate the opportunity to address his concerns.

We are happy to adjust the billing cycle to better accommodate *** ****** needs and stop past due notices from being generated.

*** ****** can call me directly at ###-###-#### should he need further assistance.

Please feel free to reach out to me if additional information is needed.

Sincerely,

Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati Region

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