Complaints

• Initial Complaint

  08/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was evicted from my previous address of **** ********** *** ** ****** **** ***** where i paid for trash can and services. I called to cancel services spoke with Jason representative explain to representative my situation and that my ex evicted at no fault of own he was cheating and wanted to move her in and the need to move the trash can for pickup to my mothers address of **** **** ** ****** **** ***** for pickup of the trash can. I have contacted this company numerous times about a trash can pickup. Since April of 2024 when I moved. Was told everytime I called in I was on the list and they were short handed it will he picked up. It sat out front of my mother's house since April 2024. I've been charged 100.00 on 4/22 even though I put the trash can were it was agreed by kimble to pick up and for the can 2.00 late fee on 7/2 and was told it wouldn't be returned until can. They finally in the end of July 2024 the trash can was removed but I have yet to receive the money back and my account restored to a zero balance. Attached is screenshots of all the calls made and the email from the representative I spoke to and the photo of statements from kimble where they continued to charge and recharge for the can.

  

  Business response

  08/12/2024

  We have reviewed the account and find that we provided services thru April 30, 2024.  The payment received on February 22, 2024, was for Feb thru Apr 2024 services.  Therefore, there will be no refund owed.  The cart has been removed and the account with Kimble has been closed.  If there are any further questions, please contact Kimble Customer Service at *************** **** *****  

  Customer response

  08/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have provided my statement where I was paid in full moving into the **** ********** *** ** ****** **** ***** address and had to pay for the 96 tote to start services you have received the tote back and the tote charge was never issued back. I was told by the representative as soon as the tote was received back those charges would be received back.
  
  Regards,
  
  ********* ************

  

  Business response

  09/10/2024

  Kimble has reviewed your account again and there were no services beyond 4/30/24 that were paid for.  If you have any cancelled checks/credit card receipts showing differently
  2/1/24 - 4/30/24  $      78.72
  Payment 2/22/24  $   (78.72)
  5/1/24 - 7/31/24  $      85.45
  Credits to Clear   $   (84.45) Cancelled and invoice cleared.  
  Credit 4/15/24  $      (1.00) Late Fee Credit for 1/2/4 Invoice being paid late 
  4/22/24 - Tote Fee  $   100.00
  7/2/24 - Late Fee  $        2.00 Late fee assessed on 4/22/24 Invoice 
  Credit 8/9/24  $ (102.00) Tote Fee and Late fees written off - carts returned please contact Kimble Customer Service at *************** **** **** so that we can make arrangements for you to get that information to us for further research.  

  Your account with Kimble has been closed until we hear further from you.  Thank you ! 

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My trash never gets picked up. For years (yes years) they have been telling us “it’s hard to find labor”. NOT my problem. I pay for a service. I don’t get that service. They are in breach of contract.

  

  Business response

  07/16/2024

  Thank you for contacting us Mr. ***********.  We do apologize for the delays and can assure you we are working hard each and every day to fill the open driver positions within our company. Also, once the drivers are hired there is a training process that will happen to assure, they are providing the best and safest service that you and Kimble expect. It is a nationwide shortage of CDL drivers.  We see you have spoken to a supervisor today and they are working on getting your location serviced in a timely fashion.  We appreciate your understanding to what has become a difficult time with the route delays.  If you have any further questions or concerns, please reach out to our Customer Service Team at ************* **** ****.  Thank you for being a valued customer of Kimble Recycling & Disposal, Inc. 

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Middle of April 2024 I called and ended my dumpster service (zero issues for 3 years) with Kimble and opened a residential trash pickup account with Kimble. I was billed on 4/12/24 to start service. The package I selected included a 96 gallon tote. I live along a long shared driveway, the trash cans for the neighbors all sit at the entrance to the driveway off a major state highway, for ease of pickup for the trash folks. After 4 weeks I had not received my trash tote. I figured they were just backed up, no problem, I called to leave a friendly reminder that I haven’t received my tote. An additional 4 weeks had past, and I called once more, this time more frustrated, but still friendly. Both time I’ve called, I was told “I see you’re at the top of the list to get a tote dropped off. It just depends on when we can get someone to deliver it to you. In the meantime, just set your bags of trash out. We will pick them up.” I live in the country… there’s no way I could set bags on the ground by the road, the following morning the bags would be shredded and trash would be littered everywhere thanks to raccoons and other wildlife. So here we are, at the end of June, I’ve now been issued another bill for my 3 months of trash pick up…. And I still haven’t received a tote. I could go buy one myself, but again…. This is the reason I chose the package I did, because it included a tote, so I wouldn’t have to go purchase one of my own. Everyone around my area uses Kimble… they’ve always been fine in the past, I don’t want to start up service with another company but I can’t keep piling trash in my garage like this… please just deliver my tote that I’ve been paying you for.

  

  Business response

  07/18/2024

  We apologize for the delay in getting a cart to you!! Unfortunately, due to lack of drivers we are currently behind.  We are working on a route to come into your area as soon as possible.  We have waived your delivery fee due to the inconvenience of the delivery time.  Until the cart is delivered, you are able to utilize you own personal cans/bags for trash collection. We appreciate your patience and understanding with this delay.  If you have any further questions, please contact Kimble Customer Service at *************** **** **** with any further questions.  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our service contract with Kimble ended on May 1, 2024. To date, the garbage and recycle bins are still sitting in our driveway awaiting for Kimble to pick up. We are almost nearing 7 weeks for this company to pick these bins up. I would like this company to send someone this week and get this resolved so our account is completely closed out. Thanks.

  

  Business response

  06/19/2024

  We apologize for the inconvenience of the carts not being removed in a timely manner.  Confirming that our cart team was able to remove the carts on June 18th.  Your account with Kimble is now closed.  If there are any further questions or concerns, please do not hesitate to contact us at *************** Ext. ****.  Thank you ! 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  recieve an invoice with extra bag additional charges called to question asked for a supervisor and was transferred to a voicemail. I called in numerous more times and requesting a supervisor over and over and then requesting a printout of the rules and regulations expected of me as a consumer and was denied by 3 separate representatives named sue, amber, and Kim. upon finally getting a supervisor I am being told that the charges are because my lid did not close all the way on my trash tote. I asked for a transcript of my initial purchase conversation. from the supervisor to which I was denied even though they have claimed to listen to it prior to my call and upon asking again was told no. there is no just reason to deny my request. there is also no reason that I be charged because my can lid will not completely close

  

  Business response

  06/19/2024

  In follow up to your message, we see that you have spoken to a supervisor on June 13, 2024, at 3:21p.  The information requested was sent via USPS mail.  The service that was selected during your original call was the (3) 30-gallon bags or what fits in the Kimble cart.  The cart has a 95-gallon capacity.  Anything beyond that will be charge as extra service being provided.  This includes anything on the ground as well as anything above the top of the cart (lid not being able to be shut).  If this capacity does not fit you weekly service needs, we can increase your service level to the "Limited" service which is the contents of the cart and (3) 30-gallon bags/cans beside the cart.  Please call for pricing if interested.  Also, once you receive the information requested, if there are any questions, please do not hesitate to contact us at *************** **** *****  Thank you for being a valued customer of Kimble Recycling & Disposal, Inc.! 

  Customer response

  06/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have requested a transcript of our conversation first off and was told no. I have also attached the paperwork provided and not only does it say absolutely nothing about extra fees of any kind or doesn't specifically say anything about over the lid being an extra fee. not only is this the case it very clearly on the documents they provided me says for my level of service I may use any of my trashcans but under 30 gallons is not recommended because of possible damage. but as you will see in the document it's not in there at all. as for a resolution I want them to honor the papers they sent me and allow my trashcans and no charges for over the top of the bin. as for on the ground items I understand but the rest I should not have to pay for because they have not provided where this is a standing policy and when asked to I was presented the documents I provided being told it's all in the welcome packet
  
  Regards,
  
  ***** ****

  

  Business response

  06/20/2024

  Thank you for your reply. With regard to a phone transcript, we do not have written transcripts to send.  However, Kimle has notified and explained the service level you have chosen in writing and will abide by that for future collection and billing. If you have any further questions or concerns, please contact us at *************** **** *****  

  Customer response

  06/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  once again I have submitted the documents given to me and nowhere within it does it say there are additional fees for my lid not closing and it very clearly states I may use my own trash cans that below 30 gallon cans are not recommended as they are not liable for the possible damage so I am stating again I do not want to ever be charged for my trash cans personal or not and in the event my lid does not close because they have not provided documentation through the complaint here that outlined such fees or regulations and if they do attach a document to this then I would like them to highlight the spot where it states my lid must be closed and address it as well as the fact it states I CAN use my personal trashcans.  I will also admit and clearly state in writing that on the phone call recently made to try and clear this up on 6/21/24 at roughly 2:45 pm  that I used a vulgar term against the representative because when talking I was nothing but respectful up until this point but she refused to address my point and when I stated I would just speak with a supervisor about it she got a very condescending time with me about the whole situation . doesn't mean I was right but I was respectful this time up until her attitude you're a business and I didn't do anything this time to warrant such a response so I acted in kind.
  
  Regards,
  
  ***** ****

  

  Business response

  06/26/2024

  A manager has spoken to Mr. **** with the service level being explained on multiple occasions without success.  Also, due to the treatment of staff when calling in we have closed Mr. ****'s account, and he was advised of this during the call on June 21, 2024.  There should be no further issues with Kimble.  Thank you! 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Kimble has consistently hiked prices each quarter so I finally emailed to cancel. They have refused to cancel and kept ignoring my emails passed the due date. I should not be charged any more money since I first reached out to them before the bill due date. It is not my problem that they refused to cancel trash service. They need to come and get their trash tote and not contact me again. And they can forget about my support when the town goes to single trash haulers.

  

  Business response

  06/03/2024

  Thank you for the inquiry, *** ********  We are showing you contacted Kimble on May 9th, regarding a bulk request.  You then emailed Kimble on or around May 28 and we returned the call on May 28th to contact us regarding your cancellation request. After further review your account with Kimble was cancelled on June 1, 2024, per your request.  There is no further balance due on your account.  The cart will be removed the next time in the area.  Please leave visible near the property, not at the curb, for removal.  Also, with regard to the increases you mention, your prior increase was June 1, 2023.  The different rates you were seeing was the fuel surcharge that fluctuates quarterly.  If you have any further questions, please feel free to contact Customer Service at *************** **** *****  Thank you for being a valued customer of Kimble Recycling & Disposal, Inc.  

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sold our home and it was recorded with the auditor on 12/19/23. Cancelled services with Kimble trash. Kept the trash cans at the end of the driveway like we were told. It’s now 3/12/24 and I received a bill for $200 because the trash cans weren’t turned in. We haven’t lived there for almost 3 months. They said they went by to pick them up on 1/3/24 and in February but they weren’t there. Kimble told me that the new owners don’t have their service. I did what I was supposed to in leaving them at the end of the driveway. It’s not my home and not my responsibility that they weren’t picked up. Spoke to a representative and their supervisor. Supervisor said it’s still my responsibility because they’re “lost/stolen” This is robbery.

  

  Business response

  03/14/2024

  The terms & conditions of service are stated on the back of each quarterly invoice states:  

  "Totes. If a tote is provided it is the sole property of Kimble and may only be used for trash picked up by Kimble. Customer agrees to pay $100 for any lost or stolen totes or damage to the tote except when caused by Kimble, and additionally, Customer shall submit a claim to Customer's insurance for the $100 value of the tote. Totes must be returned to Kimble in good condition less normal wear and tear. Customer is responsible for damages caused by improper use such as loading with rocks, sod, paint, solvents, gasoline, oil or hot materials.
  Customer is responsible to maintain the tote, including cleaning, and totes will not be replaced due to smell. Call Kimble for removal or replacement of a tote. 55- gallon drums will not be emptied. It is Customer's responsibility to ensure it has a proper trash can. Personal trash cans are used at Customer's risk and Kimble is not responsible for damages to personal trash cans, absent its gross negligence or intentional misconduct."

  *Customers are advised when cancellation is requested to leave visible from the road, but not at the road.  We attempted to remove the carts on several occasions, but they were able to be removed.  While attempting to remove the carts, we left notifications at the property that we were attempting to remove without any communication in return. We will be attempting one final time.  If the carts, with the serial numbers that are assigned, are removed we will credit the account for the fees.  If they are not able to be returned, the invoice would stand.  We will communicate to the account hold as to the result of the removal.   Any further questions, please contact Kimble Customer Service at 1-800-201-0005, Ext. 9404.  Thank you for allowing us to help resolve your request.  

   

  Customer response

  03/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* ******

• Initial Complaint

  11/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On September 6, 2023, we cancelled out service with Kimble Company. Our last day with them was September 28, 2023. We were told that they would pick up their trash bin within 4 weeks after service ended at the time of cancellation. At the 4 week mark we called because they haven’t picked up their can. They said to give them 2 more weeks. It has now been over 6 weeks and they will not give us a date that they will have this trash can gone. They say they can’t get a response from the team who collects the bin. It’s an internal team. We have been storing their equipment for over 6 weeks now and want it gone. We are told we have to either leave it out until they get it, or deliver it to their Canton facility with our personal cars. The service is horrible and at this point we are just storing their equipment for free.

  

  Business response

  11/15/2023

  It has been confirmed that the tote was removed on Monday, November 13th.  Please contact Kimble direct at 1-800-201-0005 with any further questions or concerns.  Thank you 

• Initial Complaint

  10/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A few years ago my husband’s vehicle was hit by a Kimble trash truck backing down our street. He pushed my husband backwards 20 feet or more before he actually stopped. The street is a cul-de-sac with a turn at the end. We were promised by Kimble that the trash trucks would no longer back down the street and if it happened we were to call them and they would instruct their drivers to not do it again. This is for the safety of drivers, children, pets etc. Another trash company has no problem backing down the street as well as larger delivery companies including furniture and construction companies. This Kimble driver has been backing down our street for the past 6 weeks at least. I have called each week and although promised someone higher up would call me back, I have yet to get a call back. The truck usually comes on Friday right about the time the elementary bus is scheduled to stop at our street. Last week he came two hours later but still backed down the street. This week he came a day late but his reverse beeper wasn’t working just constant noise on top of the truck engine. I want this to stop because we were promised it wouldn’t happen by the company when they hit my husbands vehicle and it’s a huge safety concern. No one else backs down the street just the Kimble Co trash truck.

  

  Business response

  11/03/2023

  We attempted to contact the customer but unable to leave a message.  We have a customer in the cul-de-sac that residents regularly park cars at the top of the area making it too small for the large truck to turn around.  We will continue to safely back down this road and service our customers as we do on many different roads we service.   Please contact Kimble with any further comments/questions regarding this matter at 1-800-201-0005, Ext. 9404.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Kimble for the last six months has not collected our garbage on the designated day of pick up. It was a hit or miss on a weekly basis that we had to endure with Kimble. They gave us one credit of $4.43 (weekly trash credit) but we had numerous other weeks that we had no pickup but just excuses from the company why they didn't pick up. I think we should be compensated for the weeks that we called in and Kimble did not pick up a trash but we know that will never happen. We finally canceled service and now we can't get them to commit to picking up their trash can. They hired a third party company to do this work. Well the third party company has no schedule for Kimble and the now Kimble is giving us excuse after excuse. We are sick and tired of all the excuses that Kimble is giving us. We want a resolution now for pickup of their trash can. Please help us. Attached is a word doc that further explains our situation for this claim. Hopefully it will help others in this situation like ours.

  

  Business response

  10/05/2023

  We have been in touch with the customer and have settled the account.  If there are any further questions or concerns, please contact Kimble Customer Service at 1-800-201-0005, Ext. 9404.  Thank you! 

  Customer response

  10/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

*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. ↩