ComplaintsforRumpke Waste & Recycling

• Initial Complaint

  09/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had rumpke trash services from July 2020 to July 1st 2021 then we cancelled services because we were moving and no longer needed their services. They billed us for the remainder of may which was $14 and it was paid. We then didn’t get to move so we called back on July 19th 2021 to resume services until we were able to move. We called back around august 25th or so and cancelled our services for good. When we cancelled the end of august that left 2 months on the contract which were September and October. We would need to be refunded for the months of September and October but they are trying to tell us our rate went up in the middle of our contract without notifying us or anything of this price change. Rumpke is only trying to give us $16 back when we paid $62 total for the services which would have them owing us $41. This company is horrible and are lying so that they don’t have to refund us for services we are no longer using.

  Business response

  09/23/2021

  
  September 23, 2021
  
  Better Business Bureau
  Attn:  Tammy Beck
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  
  RE: Complaint number ********
  
  ***** ******
  *** ******** **
  ********, KY *****
  
  Dear Mr. 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 are sorry to hear about the trouble she is having. However, the statement that she paid and is referencing covered the months of June, July, and August. We received payment of $62 for those months. Ms. ******’s account was refunded the amount of $16.66 for the period of July 1,2021- July 26, 2021, the timeframe that service was inactive. Ms. ****** has not been charged for any service after August 30,2021 which is when service was terminated due to her move.
  
  Unfortunately, we were unable to reach Ms. ****** by phone. If she needs any additional assistance or has questions Ms. ****** 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

  09/25/2021

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

   

  Thank you for getting back to me about this issue. Rumpke is lying in regards to my account because they don’t want to refund the money for 2 months. I have NEVER received a credit for ANYTHING and we were charged in May for June, July and August for which we paid. Then we cancelled because we were moving and would no longer need their services. We then didn’t get to move when we were supposed to so we called back and got new service which came to the amount of the $62 because we had already PAID $13 that they said was the remaining balance from the months of June, July and august. We then cancelled our services again the end of September so we only had the services for 1 month. So how is that only coming to $16? They owe us for 2 months. They have only offered the $16 and that is not the right amount. They are also being crooks becAuse they said our monthly rate went up to $70-$80 when we had already had the services for 1 month so we should have been locked into a price for the 3 months we got services back. They are WRONG and they know it. Again, we never received a credit and they owe for 2 months nothing less than that. They were also unable to provide us proof of anything they were saying when they were asked. 
  thank you.

  Business response

  10/03/2021

  
  October 3, 2021
  
  Better Business Bureau
  Attn:  Tammy Beck
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  
  RE: Complaint number ********
  
  ***** ******
  *** ******** **
  ********, KY *****
  
  Dear Mr. Beck,
  
  Thank you again for allowing us the opportunity to address Ms. ******’s concerns.
  
  On May 1, 2021, as part of Rumpke’s billing schedule, the quarterly charge for residential service of $64.43, was charged to Ms. ******’s account to cover the months of June, July, and August 2021.  Ms. ****** called to cancel service effective June 28, 2021. Her bill was adjusted to reflect the cancellation of service. At that time the bill was reduced to $13.57. Ms. ****** made a payment of $62.00 on July 20, 2021. This payment left her with a remaining credit of $48.43.
  
  Ms. ****** contacted us again on July 19, 2021 to resume service for the period of July 26, 2021 through August 30, 2021. Her account was charged $31.77 to pay for this period of service. The remaining credit of $16.66 has been refunded to Ms. ******.  
  
  I’m pleased to share that we spoke to Ms. ****** by phone on October 1, 2021 to discuss her account’s billing history. She agreed to check her bank records regarding the $13 payment in question and follow up with me by phone.
  
  Please feel free to reach out to me if additional information is needed.
  
  Sincerely,
  
  
  Ashley H*****
  Rumpke Waste & Recycling
  Customer Service SupervisorTell us why here...

• Initial Complaint

  09/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/18/21 I signed up for Rumpke trash service. I was advised that within 7-10 business days I would receive trash bins. I followed up well after the 10 days and I had not received my cans. I was advised they would be delivered by the end of the week. On 9/9/21 I contacted Rumpke via email and was assured my cans would arrive by 9/10/21. At 3pm on 9/10/21 I contacted the same email address advising that it was almost EOD and still no cans - I received no response. On 9/14/21 I followed up again and still received no response. On 9/15/21 I called to cancel service to be advised that I would still be charged for the days I was signed up for service although I hadn't received cans and have been stacking trash in my garage even after paying to take some to the dump on my own. To summarize I spent almost a month waiting for cans, taking trash to the dump, and stacking trash in my garage yet this company still wants to charge me for service.

  Business response

  09/23/2021

  
  September 23, 2021
  
  Better Business Bureau
  Attn:  Tammy Beck
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  
  RE: Complaint number ********
  
  ***** *******
  **** ******* ****
  *********, KY *****
  
  Dear Mr. Beck,
  
  Thank you for the opportunity to address Mr. *******’ concerns. Customer service is very important to us and we take Mr. *******’ complaint seriously.
  
  We apologize for the frustration Mr. ******* has expressed as this is certainly not Rumpke’s standard of service. We have removed all charges from his account. We have also investigated and addressed these issues with our operations team.
  
  We are sorry that Mr. ******* has cancelled trash service with Rumpke and hope for the opportunity to earn his business again in the future. Mr. ******* may call me directly with any questions at ###-###-####.
  
  Please feel free to reach out to me if additional information is needed.
  
  Sincerely,
  
  
  Ashley H*****
  Rumpke Waste & Recycling
  Customer Service Supervisor
  ********** Region

  Customer response

  09/23/2021

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

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