ComplaintsforKimble Company

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just moved to Barberton a few weeks ago. I understand Kimble is contracted and per the agreement I can have a bulk pick up. I put in the request several times and I was never contacted. I used online chat the lady Melissa was super rude, I called Erica was rude as well. Online it states you must wrap items in plastic if you have bedbugs well I don’t,so I didn’t wrap them and after sitting outside for weeks because your company is terrible and didn’t pick them up. I’m now told I have to wrap them in plastic. Well what about the bags of trash that are in plastic why aren’t they being taken? I am definitely going to address this with the city and gather all the other residence who also have an issue with your service and hopefully the city will do something about it. I have never delt with such a poor quality company with such non customer service employees in all my life!!!!

  

  Business response

  02/02/2023

  We have explained the guidelines required for bulk to be removed to the resident.  The resident has not met the requirement and has been notified of this on multiple occasions.  Once they are met we will be able to remove the bulk items. If you have any further questions please contact Customer Service at 1-800-201-0005, Ext. 9404.  hank you. 

• Initial Complaint

  01/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Kimble charges for trash and recycling services but often just doesn’t pick up the trash. We’ve caught them skipping houses on numerous occasions. We’ve reached out via the contact page on the site to keep things in writing. They refuse to address this. We have never received a credit for these missed services. Now they are claiming we are past due on our account and threatening to send us to collections, but our bank statements reflect not only these payments, but actually an overpayment of nearly $100.

  

  Business response

  01/26/2023

  We can confirm the account has been cancelled with Kimble and the recycle cart scheduled for removal.  The account as of January 26th is paid.  Once the cart is returned we will complete the cancellation process of the account.  If you have any further questions please feel free to contact Kimble Customer Service at 1-800-201-0005, Ext 9404.  Thank you 

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am being billed by the Kimble garbage company for services I have never received. Kimble bought my former garbage company ****** sanitation. Kimbles prices were going to be 50% higher than what I was paying so I canceled with ****** before Kimble took over in April or may of 2022. I believe I was paid up till June. In October of 2022 I started to receive bills from Kimble I contacted them in October November and December. At least once if not more and never received a response till January 23. I was assured this would be taken care of. Today January 25 I was contacted while at work saying I owe for services for April May June of 2022. I asked for them to provide me with dates of service so I can use my video surveillance to show that I never received garbage pick up or service from them. I was told they can’t provide those details because they didn’t have them. Now I am being threatened with a collection agency if I don’t pay a bill for something that I never authorized nor received at no time. I never had contract or contacted Kimble for services? I refuse to pay for some thing I never received. In addition, they are doing property damage to an easement in the alley section of my property, running through my yard with their oversized sanitation trucks, which I have video proof of such.

  

  Business response

  01/26/2023

  I have been  in touch with Mr. ****** and the account issues have been resolved.  If we can be of any further service or questions, please contact Kimble Customer Service direct at 1-800-201-0005. Ext. 9404.  Thank you 

  Customer response

  01/27/2023

  Better Business Bureau:

  My case has been settled 
  Thank you for your time and all you do

  **** ******

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kimble has refused to pick up my trash for three weeks. I've called over 10 times trying to get this resolved and I just keep getting told I'll receive a call back and I never do. I watch them pick up my neighbors trash every week and they just skip right over mine. I'm paid up for the next three months and I'm not receiving the service I paid for!

  

  Business response

  01/04/2023

  We have been in touch with the customer to explain why the trash was not serviced.  They understand why the service was not provided and the issue has been resolved.  Thank you for being a valued customer of Kimble Recycling & Disposal, Inc. 

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The incident happened today, November 15, 2022. This has also happened to me several times before. I also have complained to the company before as well. I put my trashcan on my tree lawn for pick up. The truck that picks it up Empties the can while the truck is moving and sets the garbage can back on my apron. When I get home from work I have to get out of my car and move the garbage can to pull in my driveway. I want the truck driver to place the trashcan where he picks it up and not move it on my apron. None of my neighbors has this issue. I don’t know who the driver is but I believe he’s targeting me because he keeps doing this. If this happens again I would like to be able to call the company and have a driver come back and put the garbage can back on my tree lawn.

  

  Business response

  11/15/2022

  We have spoken to our customer and have made changes to avoid the cart from being placed in the drive going forward.  We have provided information to the customer to contact if there are any further issues.  Also, the route manager has been in communication with the driver to make him aware placement needs to be where it's found.  If there are any further questions or concerns please contact Kimble Customer Service at 1-800-201-0005, Ext. 9404.  Thank you 

  Customer response

  11/16/2022

  [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,

  *** ******

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After over a year of not having service provided in timely manner ( garbage rarely picked up on time or weekly) I called Kimble to ask for partial refund. If picked up every 10 days I feel owed a credit. I was told by customer service no refunds or credits. In Sept of 2022 I called to cancel service. The acct was paid and current-trash and recycle cans had last pick up end of September per contract. The bins ( trash and recycle) were to be removed from property first week of October per Kimble. They have yet to be removed, we have called several times with no resolve and promises to reply by email or a call and NEVER get a response. These cans needs removed immediately. When is this considered abandonment of their property?

  

  Business response

  11/23/2022

  A representative has confirmed the totes were removed by Kimble on November 16th. The account has been closed.  If there are any further questions please contact Kimble Customer Service at 1-800-201-0005, Ext. 9404.  Thank you 

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When my husband and I bought this house 2 1/2 years ago we decided to use Kimble Company for our trash pick up. In that time our trash has been picked up a small hand full of times on time. We used to be called with a recording that the pick up will be the next day. Now we are called before noon. We pay for a service that is not only late several times a month but also doesn't care about their customers. We had a problem in the winter, with my husband (has a heart problem) lifting the trash can out of the snow. They wouldn't pick it up. I had to go out and lift the can out of the snow. (I am a senior citizen) My complaint is they don't fulfill their part of the agreement by picking my trash up on the designated day. I totally understand things come up and it could be delayed but this is every week. I think people should know that this company promises the world when you contract for their service but they don't honor the contract after a short amount of time. They use every excuse they can think of but never are they late in sending the bill to me!!!!! Thank you,

  

  Business response

  09/23/2022

  We have spoken to this resident on multiple occasions regarding service as frequent as today (2022-09-23).  We are providing weekly collection for the customer.  Unfortunately with the trying times of staffing issues, amounts of trash, vehicle availability, etc. we are experiencing delays.  Our customers are notified as soon as we know there is going to be a delay.  We want to assure you Kimble is taking the necessary steps to hire drivers, training for drivers, equipment, etc. to get things back to some normalcy.  We appreciate your patience thru this difficult time and want to thank you for being a valued Kimble customer. If you have any further questions please contact Kimble Customer Service direct at 1-800-201-0005, Ext. 9404.  

• Initial Complaint

  08/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have never written a complaint before so I hope I'm doing this right. I had six refuse accounts (2 commercial, 4 residential) for 10 years with 2 companies and never had a single issue. In January of 2020 Kimble bought these accounts and that's when the problems started. Missed pick ups within the first few weeks of service. Cans were red tagged for being too heavy or not at the curb when the cans were in the same location for 10 years prior and never an issue. Things settled down for a year and a half service was OK. Only a few misses here and there. Fast forward to April of 2022 and Kimble sends notice that service day will be switching from Wednesdays to Mondays at some of these accounts. That's when service was interrupted completely at two locations. Tenants contacting me repeatedly asking about trash service and one even contacted Kimble herself.......So I was forced to cancel service on April 28th, 2022. My new service provider has been spot on perfect. Not a miss not a complaint. Like it's supposed to be for four months now. Unfortunately Kimble billed me the after the accounts were canceled on 5 of the 6 accounts. One account appears to have been closed properly but one commercial account still shows "active" with a balance due and four residential accounts show a balance due with a "credit hold" on the account and service has been interrupted. It took nearly two months for Kimble to come and retrieve the green bins which had to be moved to another location and stored by me so the new provider could have room to service the cans. I've been trying to work with customer service and collections in order to get these billing issues rectified for several months, but today is 8/27/2022. My accounts have been closed for four months and Kimble continues to bill me. Please help. Thank you.

  

  Business response

  08/30/2022

  We have provided all documentation to Mr. ***** that the account balances stand. All payments have been verified posted to the account and services provided.  He is not wanting to pay for services provided.  He will be required to pay the balances due.  If there are any further questions please contact Kimble direct at *************** **** ****.  Thank you 

  Customer response

  09/01/2022

  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.
  
  Consistent with every other level of operations customer service refuses to even try to listen. They repeatedly acknowledge mistakes being made, but are not able to see the most important mistake that was made a data entry error that somehow has these service representatives believing that 2 of my accounts were pre paid and closed properly while the other 4 accounts were paid in arrears and I was billed after canceling service. It's truly one of the most frustrating experiences in recent memory. Having to haul my own trash to my own Kimble dumpster after paying them for service was bad. Having to cancel my service for paying for service not provided was bad. But having my credit score ruined because of data entry error is unacceptable. Read more reviews. I'm not the only one. Shameful. 
  
  Regards,
  
  ****** *****

  

  Business response

  09/01/2022

  I have again provided all the necessary billing and payment information required proving that we have billed for the time we serviced and when Mr. ****a paid Kimble for services.  We asked that if he paid payments that we are not showing to cover the open invoices to please provide that to us.  He has not done so.  The balances on the accounts are due.  Thank you for your cooperation and understanding.  

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My family recently moved from ***** ******** ***** ** *********** ** **** **** ******** ***** ** ************  Our city has a contract with Kimble to pick-up our trash and recycling. We contacted Kimble prior to our move date (7/31/22) to ensure that our service would be transferred to our new address. We were assured that it would be and that we wouldn't experience a disruption in our service. During our first week at our new home both our recycling and garbage was picked up without incident. Unfortunately, we cannot say the same about the service this week. Our trash was picked up, however, our recycling was not. Over the last day and a half we've contacted Kimble on three occasions to try and resolve the issue. At first we were told our recycling would be picked up Thursday evening (8/11). Then we were told it would be picked up first thing Friday morning (8/12). After our third call with Kimble they were unable to tell us when our recycling could be picked up and said there's nothing they can do. They have indicated that there is some internal paperwork that is causing the disruption, but again, cannot tell us when it will be resolved. It should be noted that the recycling truck drove past our residence twice on the day of our scheduled pickup, so it's not as though a truck was unavailable or the service was running behind. We simply want the service we've paid for and that we arranged to ensure would be in place after our move.

  

  Business response

  08/15/2022

  Our apologies on the issue with the recycling collection.  I can confirm with you that you have been added to the recycling route and will be collected at the Deer Crossing Dr. address on Thursdays going forward.  If there is any type of delay you will be contacted at the phone number we have on file.  We appreciate your understanding on the issue and appreciate your business.  Thank you for being a valued customer of Kimble Recycling & Disposal, Inc. 

  Customer response

  08/15/2022

  [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,

  ***** ******

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have not received trash pickup in 2 weeks from Kimble. I called last Saturday and was told that someone was out running the route then. Trash not picked up. The neighbors also called and were told that they would be back our normal day, Thursday, today is Thursday evening and my trash can is still overflowing, I don’t want to hear the excuse of no drivers. Communication would be nice. No lies, just do your job!

  

  Business response

  08/15/2022

  Thank you for the information.  Unfortunately we are experiencing a shortage of drivers and routes are being delayed.  Please continue to leave your trash at the curb until collected.  If you are not collected and have not received a message from Kimble on the delay please contact us direct at 800-201-0005, Ext. 9404, so that we may fix the issue.  If you are not receiving the phone notifications of the delay please contact Kimble Customer Service at the same number to verify that we have the correct contact information for you.  We do show confirmation of collection on August 12th, @ 12:04p.  We appreciate your patience and understanding during this difficult time.  Please be assured we are during out best to get drivers trained and on routes as quickly as possibly.  

*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. ↩