Complaints

• Initial Complaint

  02/12/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kimble company has repeatedly not picked up our trash. When calling to ask why I was given excuses about the weather. It has only been picked up once since before Christmas. I was told we couldn’t get credit due to weather.

  

  Business response

  02/14/2025

  Credits were provided for the service delays due to inclement weather.  We see you have made arrangements to use the remainder of service with Kimble.  We are hoping that the service for the last couple of weeks provided as well as over the next few weeks will come to be the service you expect and will change your mind on cancellation.  We value you as a Kimble Customer!   If you have any further questions or concerns, please contact a Kimble Customer Service team member at *************** *** ****. Thank you ! 

  Customer response

  02/14/2025

  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. 
  

  They only gave this after I called to cancel service. They used weather as an excuse, but would come habitually on the following day or two all summer.] Then this winter on several occasions I called and was treated rudely by phone operators. I was told I didn’t have my trash out for service when I did. I was questioned about whether I put it in the right place for pickup, when I’ve had service with them for more than ten years. And I was repeatedly told the would be there to get it -and then they wouldn’t show up. We went over a month with no trash pickup! And was NEVER offered a refund or credit. Even when I asked!! They gave me credit only when I called to cancel service. And it’s not for service rendered before. It’s for future pickup!!!!!! Of which they missed a day off already! I’m gonna let them pick it up for the rest of the billing cycle That they covered, lol, then I’m gone! Poor service and even poorer custom support!

  
  Regards,
  
  ****** *****

• Initial Complaint

  02/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2-5-25 I paid Kimble for trash pick up for three months on Dec 12, 2024. We have experienced problems for 5 weeks with residential trash pick up. I had called two weeks ago and told there was a weather problem. Now it is a driver error. When I called to get some information why the trash was not picked up I was told since my name wasn't on the account they couldn't give any information. I am the home owner and person that pays the bills. Yet they insisted on speaking to my husband. This company has bad policy and nasty, combative customer service person. We told them we are canceling service and wanted a refund. They now have Refused to refund the remaining fee they charged us. Claiming this was a one thing occurance, when that was not the truth. They owe us a refund for 7 weeks that we paid for. They owe us a refund of $39.62

  

  Business response

  02/17/2025

  We have spoken to the customer and a resolution has been provided.  If there are any further questions or concerns, please contact Kimble Customer Service Team at *************** **** *****  Thank you  

  Customer response

  02/20/2025

  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.

  A message was left that the Kimble co would refund the remainder of my payment in 4 to 6 weeks. I do not feel confident that will happen.

  Thank you,

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

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My refuse service has skipped my pickup location for 30 days. Trash is piling up and continue to call them for assistance with no avail. Im told to call back the following day if im skipped and then given the same rebuttal when i call back. Its been 30 days

  

  Business response

  02/07/2025

  At Kimble, the safety of our drivers, customers, and their property is our top priority. We have an obligation to our employees, customers and the municipalities where they live to provide service in a timely and safe manner. The recent snowstorms and continued snowfall have created significant challenges in safely navigating roadways across our service areas.
  We understand the frustration delays can cause and appreciate the patience of our customers as we work through these weather-related disruptions. We are committed to servicing all customers as quickly as possible. We asked that residents leave their carts out, and our drivers will be by to collect them as soon as conditions allowed.
  We actively monitored the road conditions and deployed our teams in a manner that ensures safety for everyone involved. We thank our customers for their understanding and cooperation during this time and look forward to continued improvements in the days ahead.  Also, we are working diligently to get CDL drivers hired, trained, and on the road so that delays will be avoided.  If you have any further questions or concerns, please reach out to our Customer Service team at *************** **** ****.  We value you as a Kimble customer!

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have repeatedly contacted Kimble due to the not picking up my trash for 3 1/2 weeks. They continue to have excuse, after excuse as to why they aren’t able to follow through with picking up my trash. I was told to leave my trash out and not to pull it back, after 3 weeks of being out, animals have torn open the bags and trash is everywhere. I have been told that they will not clean up any of the trash that’s been torn up by animals, even though I was specifically told to leave it out and I brought up the concern of animals getting into my trash. I live in the country and I stressed this with every call I made to them. I have ask for my money back, due to them not following through with the service I have paid for. I was told “no, not after the quarter has started”. They have not picked up my trash since the quarter started and they are refusing to refund or give a date on when it will be picked up. I have a large family and we cannot go without trash service. I have tried multiple times without any resolution. I am asking for help in resolving this matter.

  

  Business response

  02/07/2025

  At Kimble, the safety of our drivers, customers, and their property is our top priority. We have an obligation to our employees, customers and the municipalities where they live to provide service in a timely and safe manner. The recent snowstorms and continued snowfall have created significant challenges in safely navigating roadways across our service areas.
  We understand the frustration delays can cause and appreciate the patience of our customers as we work through these weather-related disruptions. We are committed to servicing all customers as quickly as possible. We asked that residents leave their carts out, and our drivers will be by to collect them as soon as conditions allowed.
  We actively monitored the road conditions and deployed our teams in a manner that ensures safety for everyone involved. We thank our customers for their understanding and cooperation during this time and look forward to continued improvements in the days ahead.  Also, we are working diligently to get CDL drivers hired, trained, and on the road so that delays will be avoided.  If you have any further questions or concerns, please reach out to our Customer Service team at *************** **** ****.  We value you as a Kimble customer!

• Initial Complaint

  01/24/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I pay their company to pick my trash up. They haven't picked up my trash since before Christmas. I've talked to their customer service and they told me it would be picked up by next Thursday. It is the end of the day Thursday and my trash is still sitting outside.

  

  Business response

  02/07/2025

  At Kimble, the safety of our drivers, customers, and their property is our top priority. We have an obligation to our employees, customers and the municipalities where they live to provide service in a timely and safe manner. The recent snowstorms and continued snowfall have created significant challenges in safely navigating roadways across our service areas.
  We understand the frustration delays can cause and appreciate the patience of our customers as we work through these weather-related disruptions. We are committed to servicing all customers as quickly as possible. We asked that residents leave their carts out, and our drivers will be by to collect them as soon as conditions allowed.
  We actively monitored the road conditions and deployed our teams in a manner that ensures safety for everyone involved. We thank our customers for their understanding and cooperation during this time and look forward to continued improvements in the days ahead.  Also, we are working diligently to get CDL drivers hired, trained, and on the road so that delays will be avoided.  If you have any further questions or concerns, please reach out to our Customer Service team at *************** **** ****.  We value you as a Kimble customer!

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have not had my trash picked up for 2 weeks now and when I call in, I speak with a Michele that is very rude and just tells me it will be postponed until the next week. This has been ongoing last month (Dec 2024) my trash was skipped twice so I paid for two weeks of trash service I didn't get. the week before last I was told they just "missed" our address last week it was "postponed". I bought my home 4 years ago and have had problems on and off with Kimble however this is becoming a monthly issue. I am paying for trash service and only getting it actually picked up every couple week therefor I'm paying for 2 weeks a month without service. I also will then have to take my trash so animals don't get into it costing me 2 dollars a bag.

  

  Business response

  01/22/2025

  Unfortunately, due to the current winter weather conditions, many roads remain unsafe for our trucks to access. To ensure the safety of our drivers and customers and their property, we’ve had a delay to some collection services. We are actively monitoring the roads and once road conditions improve, we will resume service. Please leave your carts and any bags at the curb, and we’ll collect them as soon as it’s safe to do so. Your safety and that of our employees and your property is our top priority. We really appreciate your patience during this time. After further review of your account it looks as though you have spoken to a Kimble supervisor and you service has been provided.  If there are any further questions or concerns, please contact Kimble Customer Service at **************, Ext. ****.  Thank you for being a valued customer of Kimble! 

  Customer response

  01/24/2025

  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.
  This was not weather related, this has been an ongoing issue since October. I also called a couple weeks ago and was told they "Just missed" our stop, and I called last week and was told it will be about 2 months before they will be consistent with pickups because they are short staffed and need to hire and train. I understand that staffing can be an issue, but I do not believe it is right that i pay for a service that is not provided. If they only have the staff to pick up my trash every other week then I should only be charged for every other week. 
  Regards,
  ****** ********

  

  Business response

  02/07/2025

  After reviewing the account, we have provided a resolution on January 15th, 2025.  A supervisor attempted to reach out to you without success on January 20th, 10:51a.  At Kimble, the safety of our drivers, customers, and their property is our top priority. We have an obligation to our employees, customers and the municipalities where they live to provide service in a timely and safe manner. The recent snowstorms and continued snowfall have created significant challenges in safely navigating roadways across our service areas.
  We understand the frustration delays can cause and appreciate the patience of our customers as we work through these weather-related disruptions. We are committed to servicing all customers as quickly as possible. We asked that residents leave their carts out, and our drivers will be by to collect them as soon as conditions allowed.
  We actively monitored the road conditions and deployed our teams in a manner that ensures safety for everyone involved. We thank our customers for their understanding and cooperation during this time and look forward to continued improvements in the days ahead.  Also, we are working diligently to get CDL drivers hired, trained, and on the road so that delays will be avoided.  If you have any further questions or concerns, please reach out to our Customer Service team at *************** **** *****  We value you as a Kimble customer!

  Customer response

  02/13/2025

  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.

  A supervisor reached out to me and told me they are short staffed, and it would be 2 months before I can expect regular pick up. She also advised me that I could cancel my service, but they do not provide refunds, and I already paid for the next 3 months! There has only been 1 missed pick up due to weather and I understand that completely the other missed pickups are NOT weather related, therefore I have paid for a service that was not provided. On top of that i took my trash to Kimble just trash in bags that was not picked up and had to pay!!!!
  Regards,
  ****** ********

  

  Business response

  02/14/2025

  We will reach out again to the customer to find a resolution. Thank you !

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our weekly garbage collection has been sporadic for the past few months. We now have missed TWO WEEKS of garbage collection. When calling the company they give excuses..weather, employee, truck breakdown. We will now have three weeks of garbage in front of our house. This company is NOT organized. We are renting a receptacle and we’re informed it would be 6-10 weeks before they come to pick It up but we need to have it outside the house so they can see it! SIX TO TEN WEEKS in front of our house???? A few years ago two neighbors requested pickup of theirs. Despite they were next door to each other only ONE was Picked up. I want a partial refund and a complete refund on the 3 month bill I had previously paid for the future 3 months.

  

  Business response

  01/22/2025

  Unfortunately, weather conditions and CDL driver shortages are current situations that we are experiencing.  We can assure you that we are working hard to increase the staffing and training of the CDL drivers.  After further review of your account we see that you have spoken to a representative regarding your account and your account is now closed. We hope in the future we are able to earn you trust to be a Kimble Customer again.  Thank you 

  Customer response

  01/24/2025

  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.

  As a business it is Kimble's responsibility to hire  enough employees to cover ALL the many areas they "serve".  The collection of our trash has been EXTREMELY sporadic and have resulted in all customers leaving trash in front of their homes for WEEKS!  We have another option for refuse collection and many of my neighbors and I have empoyed them.  It's AMAZING that this different company has had to contend with the SAME weather as Kimble and have NOT missed one week of collection.  HELLO, KIMBLE!!!

  I asked Kimble to REFUND the three months they had charged me for February, March and April 2025, but as of today, which is about 10 days after my request, I still have not been credited.

  BBB has given Kimble Companies an A+ rating.  SERIOUSLY???  This absurd rating needs to be drastically lowered.  Just LOOK at all the terrible reviews by former clients.
  
  Regards,
  
  ******** *******

  

  Business response

  02/07/2025

  After further review of your account, we see a resolution has been reached.  If you have any further questions or concerns, please reach out to Kimble Customer Service at *************** **** ****.  Thank for your patience and understanding during this difficult time.  

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kimble Company refuse service does not stick to their schedule for trash pickup and will skip entire weeks because of lame excuses. They also refused to credit my account for the missed pickups stating “that’s our policy and we can’t credit your account even though we did not provide you with service “. We are 12 days late on our trash pickup and we still have to pay for it. That doesn’t seem right. And I see on your website that the BBB gives Kimble Companies an A+. Something is seriously wrong with your rating system.

  

  Business response

  02/07/2025

  At Kimble, the safety of our drivers, customers, and their property is our top priority. We have an obligation to our employees, customers and the municipalities where they live to provide service in a timely and safe manner. The recent snowstorms and continued snowfall have created significant challenges in safely navigating roadways across our service areas.
  We understand the frustration delays can cause and appreciate the patience of our customers as we work through these weather-related disruptions. We are committed to servicing all customers as quickly as possible. We asked that residents leave their carts out, and our drivers will be by to collect them as soon as conditions allowed.
  We actively monitored the road conditions and deployed our teams in a manner that ensures safety for everyone involved. We thank our customers for their understanding and cooperation during this time and look forward to continued improvements in the days ahead.  Also, we are working diligently to get CDL drivers hired, trained, and on the road so that delays will be avoided.  If you have any further questions or concerns, please reach out to our Customer Service team at *************** **** *****  We value you as a Kimble customer!

  Customer response

  02/10/2025

  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.
  
  The response was an automated reply from the company. They failed to explain why their company policy states that they charge the customer even when they don’t provide the service. 
  I understand that weather plays an important role in fulfilling their responsibilities to collect trash on time and they may miss an occasional pickup. In those circumstances they should not charge the customer for the missed pickup. 
  Kimble Companies needs to change their company policy.

  Regards,

  ***** *****

  

  Business response

  02/14/2025

  Where are having someone reach out to you.  Thank you ! 

• Initial Complaint

  01/13/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Kimble is a garbage company who hasnt taken my trash for a month even though I pay my bill before the due date every billing cycle. And they take my neighbors trash whose trash is about 80 feet from mine. This is the second time in 4 years they have gone over a month without taking my trash and every phone call ends with they will reschedule a new pickup date which never happens.

  

  Business response

  02/07/2025

  After further review of your account it looks as though you have spoken to a representative today regarding the service delays and the resolution.    At Kimble, the safety of our drivers, customers, and their property is our top priority. We have an obligation to our employees, customers and the municipalities where they live to provide service in a timely and safe manner. The recent snowstorms and continued snowfall have created significant challenges in safely navigating roadways across our service areas.
  We understand the frustration delays can cause and appreciate the patience of our customers as we work through these weather-related disruptions. We are committed to servicing all customers as quickly as possible. We asked that residents leave their carts out, and our drivers will be by to collect them as soon as conditions allowed.
  We actively monitored the road conditions and deployed our teams in a manner that ensures safety for everyone involved. We thank our customers for their understanding and cooperation during this time and look forward to continued improvements in the days ahead.  Also, we are working diligently to get CDL drivers hired, trained, and on the road so that delays will be avoided.  If you have any further questions or concerns, please reach out to our Customer Service team at *************** **** ****.  We value you as a Kimble customer!

• Initial Complaint

  01/13/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  It's been almost 3 weeks and Kimble Co. Has not picked up my trash or my neighbor's trash. I called several times. They said the first week that my "cart" wasn't out. It was. Same spot it is every day! Then, they told me I was scheduled for pick up that day. Nope. Didn't get picked up. Delay email again. I called again. Said I was scheduled for pick up that day. Nope. Lies. Trash still here. Delay phone call received. I called to see how far I'm paid up and they said through February. They are the worse company! I will never use them again! At this point, I'm going to have to pay someone else to haul away the trash I already paid to have hauled away!

   

  

  Business response

  02/07/2025

  At Kimble, the safety of our drivers, customers, and their property is our top priority. We have an obligation to our employees, customers and the municipalities where they live to provide service in a timely and safe manner. The recent snowstorms and continued snowfall have created significant challenges in safely navigating roadways across our service areas.
  We understand the frustration delays can cause and appreciate the patience of our customers as we work through these weather-related disruptions. We are committed to servicing all customers as quickly as possible. We asked that residents leave their carts out, and our drivers will be by to collect them as soon as conditions allowed.
  We actively monitored the road conditions and deployed our teams in a manner that ensures safety for everyone involved. We thank our customers for their understanding and cooperation during this time and look forward to continued improvements in the days ahead.  Also, we are working diligently to get CDL drivers hired, trained, and on the road so that delays will be avoided.  If you have any further questions or concerns, please reach out to our Customer Service team at *************** **** *****  We value you as a Kimble customer!

  Customer response

  02/07/2025

  [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. ↩