ComplaintsforKimble Company

• Initial Complaint

  07/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  06/29/22 The trash on our street has not been picked up in two weeks, and as of right now they not picking it up today. We have attempted to call customer service 6 times, and have been left on hold for an average of 30 minutes. We have paid our bill, and yet no trash removal in a timely manner. Also, despite having back door service we took down the trash to the curb to assist the garbage collector.

  

  Business response

  07/08/2022

  Thank you Kelly for the information.  We apologize for the delays Kimble is currently experiencing due to the driver shortage.   Kimble is taking aggressive steps to address the route delay issue.  We are remaining focused on hiring, recruiting, and retaining drivers through competitive wages, CDL tuition reimbursement, incentive pay, and sign-on bonuses. New trucks and equipment ordered in 2021 have just started to arrive and be put into service. All these changes will help to increase staffing and reduce downtime - thus improving the timeliness of services. We notified all customers regarding the service delay on June 23rd.  It looks as though service was completed the following week.  Also your collection for this week has been completed on time. If you have any further questions or concerns, please contact the Kimble Service Team at *************** Ext. 9404.  Thank you for being a valued customer of Kimble Recycling & Disposal, Inc. 

• Initial Complaint

  07/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Friday June 17, 2022, the Kimble garbage truck snagged the cable wire that ran from the telephone pole across the street to my home. The truck drove away and ripped the wire from my house. The wire was attached to my home underneath the metal siding and therefore when the wire was ripped away it cut through that section of siding from the top of the house all the way to the bottom of it. The metal siding is sliced open and the inside wood of my home is now exposed to the elements and open to water damage. I called the Kimble company shortly after it happened and they claimed that the garbage truck driver did not report it as an incident but they assured me they would get a contractor out to look at the damage very soon. The man I was speaking to said that he would get this incident over to the “operations department” and I should hear back from them shortly. I never received any call or email from the operations manager. I called a few days after to see what the status of my complaint was and the agent said there is nothing else they can do, I have to wait for a supervisor or manager to call me and tell me the next steps and that I should receive a call soon. It is now 13 days later and I have not received any call from the Kimble company. I have called them numerous times demanding to speak with a supervisor and they say that they will have one call me within 30 minutes but it never happens. I have called 8 times since the incident occurred and I keep receiving the same response with the same empty promise. At this point I am not sure how to move forward. I desperately need to get my siding fixed as it is open to extensive water damage. I need the Kimble company to fix this issue and pay for all damages. It has been far too long since the incident for me to not have received any calls from Kimble They need to get the ball rolling on repairing this damage. I hope your organization will be able to assist me in getting Kimble to repair my home. Thank you.

  

  Business response

  07/15/2022

  Thank you Mark for the information.  After further review of your account, it appears a member of our Operations Supervisor team has reached out to you.  It has been determined that Kimble was not the company that caused the damage you are referring to.  Kimble went thru the proper procedures notifying the city and supervisors the wire was downed prior to us arriving.  If you have any further questions, please contact Kimble at 1-800-201-0005.  Thank you for being a valued Kimble customer.    

• Initial Complaint

  07/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I got trash service after my original trash (******* refuse) sold there customer list to Kimble companies about a month ago. We paid a quarterly fee to Kimble trash (69.00) with one or two trash p/ups on time. Recently Kimble has had logistical problems an have not given trash service to our residence for over two weeks. There was no communication until I spent 30 min. waiting on customer service when I was told there wouldn't be a pick the first week. The next scheduled service came an went with no trash service with the trash piling up on our driveway. I went on phone again waited another 30 minutes with no answer from customer service. I finally sent a text canceling my service for lack of service at our address. I just had my final conversation with this company to verify cancellation which they didn't receive in there records. The trash pup was cancelled an I requested a refund of remaining balance. They told me it wasn't refundable therefore I was transferred to a manager an got voice mail. I doubt they will call me its impossible to do business with this company ( no communication, lack of service, retaining funds that isn't theirs due to there in ability to provide trash service. Your attention in this matter is appreciated, Sincerely, Todd

  

  Business response

  07/08/2022

  Thank you for the information.  We apologize for the delays Kimble is currently experiencing due to the driver shortage.   Kimble is taking aggressive steps to address the route delay issue.  We are remaining focused on hiring, recruiting, and retaining drivers through competitive wages, CDL tuition reimbursement, incentive pay, and sign-on bonuses. New trucks and equipment ordered in 2021 have just started to arrive and be put into service. All these changes will help to increase staffing and reduce downtime - thus improving the timeliness of services. We notified all customers regarding the service delay on June 23rd.  After review of your account, it's confirmed services have been cancelled and a refund is in process.  If you have any further questions or concerns, please contact the Kimble Service Team at *************** **** *****  Thank you for being a valued customer of Kimble Recycling & Disposal, Inc. 

  Customer response

  07/10/2022

  [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

  07/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Kimble has not picked up my trash in weeks, and lies about when it will be picked up when I called. They have gone from being a few days late consistently to not picking up my trash at all. I have called 3 times since they failed to show up to pick up my trash on Friday June 24th. The first time I was told they were in route, the second time I was told it was marked as complete and they would pick it up before the next pickup date of Friday 7/1, then when I called in the afternoon on Friday 7/1 I was told they had my route scheduled for that day. They still have not come. This has been happening to my entire neighborhood. It's becoming a health hazard. I have not been offered any refund, or account credit. They are taking everyone's money and not providing any service, or only half the service promised at best.

  

  Business response

  07/08/2022

  Thank you for the information.  We apologize for the delays Kimble is currently experiencing due to the driver shortage.   Kimble is taking aggressive steps to address the route delay issue.  We are remaining focused on hiring, recruiting, and retaining drivers through competitive wages, CDL tuition reimbursement, incentive pay, and sign-on bonuses. New trucks and equipment ordered in 2021 have just started to arrive and be put into service. All these changes will help to increase staffing and reduce downtime - thus improving the timeliness of services. We notified all customers regarding the service delay on June 23rd and the account being compensated for the week delay.  After review of your account, it looks as though services have been provided weekly, since the delay on June 23rd and a credit will be applied on your next invoice.  If you have any further questions or concerns, please contact the Kimble Service Team at *************** **** ****.  Thank you for being a valued customer of Kimble Recycling & Disposal, Inc. 

  Customer response

  07/08/2022

  [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

  07/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  It has been 4 weeks since Kimble has taken one of our trash cans. No contact has been made as to why this is happening. we knew that they have refused in the past because of the weight of certain trash cans. With this in mind, we purposefully did not fill the can all the way up to make it easier. Obviously after 4 weeks, water will continue to collect in the can causing it to get heavier. We ALWAYS bag our trash but since it’s been 4 weeks, animals have found their way into it and I’m sure some of the bags have been torn open. It’s to the point that maggots are all over and the smell is absolutely awful. The only thing worse than refusing to do your job is not communicating a reason why. There are children and pets in our neighborhood that shouldn’t be exposed to rotting food and what it brings.

  

  Business response

  07/15/2022

  Thank you Matt for the information regarding your trash collection service. After review of your account it looks as though you have spoken to a Customer Service representative regarding the service issue on your account.  She also attempted to reach you yesterday (7/14/22 - 9:55a) to confirm services were completed but had to leave a message.  If you were not serviced, please contact Kimble at 1-800-201-0005, Ext. 9404 as soon as possible.  Please keep in mind for future reference, refer to the "Pickup" section on the back of your invoice as this may help with questions on bulk/bagged trash on weight, length, and schedule requirements.  Thank you for being a valued customer of Kimble!  

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been residential customers of Kimble since June 2019. Our regular trash pickup day is Thur. weekly, and we have paid Kimble in full through June 2022. Beginning a couple months ago, except for twice, Kimble has failed to pick up our trash on Thur.; rather, their pickup days have been Fri. or Sat. As of today, June 20, 2022, we have not had a trash pickup for 10 days, and it has become a health issue as our trash is piling up and attracting raccoons, foxes and the like. On Sat. 6/18/22 Kimble made a trash pickup on our street, but only for those houses on the trash driver's right side. All trash cans on the left side of the road remained untouched. Kimble's customer service is deplorable. They are unresponsive, and couldn't care about the problems they are creating. Most importantly, Kimble is failing to perform the service for which they have been paid. We are senior citizens living in a community where switching trash services is not simple. But, more importantly, Kimble has: (1) consistently failed to pick up our trash on our Thur. designated day for 2 months; (2) has accepted good faith payment for services that they are not providing; and (3) are unconcerned of the foregoing, do not return calls or email messages and are creating a health issue.

  

  Business response

  06/27/2022

  Thank you, Michelle, for this information. Like others in our industry, we continue to struggle during what has become a nationwide driver shortage. It has been extremely difficult to hire the drivers required to collect the exceptionally large volumes of waste, recycling, and yard waste. We apologize for the inconvenience that the route delays may have caused. It is the goal of Kimble to service all routes on their scheduled day. Thank you for being a valued Kimble Customer.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They Failed to pick up trash for 6 and 1/2 weeks. We paid for 8 bags per week. That's 48 bags of trash. We burned 21 bags due to the accumulated amount and animals. The truck drove past our house 3 weeks in a row. They finally picked up what we had and we cancelled the following Monday and put a magnet on our trash bin with the new refuse company. We are being billed for February stating we didn't call to cancel and now late fees are added and a threat to turn us in to collections. After a call and advising we were notifying the BBB, they agreed to adjust the bill bitnwe have been billed continuously. . Please help us.

  

  Business response

  05/31/2022

  We have been in contact with the customer regarding their concern.  The account has now been closed and a resolution reached. If there is anything else we can help with please contact us direct at 800-201-0005, Ext. 9404.  Thank you  

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For over nine months, our can was out the night before our SCHEDULED pick up. Every pickup day after 5 pm we get an automated call stating our pickup is delayed! Our annual renewal came up in January 2022. I chose to change to a more reliable garbage service. I canceled service with Kimble and request they pick up their can. I was told 7- 10 days. 2 weeks later I called again. I was told they were a little behind but it would be picked up that week. A week later my wife emailed the request. They responded...allow 4 - 6 weeks for pickup. I called again...March 23rd. I told them to get the can of i will dispose of it. Was threatened with $100 fine if I got rid of it! Got a call back saying it was scheduled for pickup on Wednesday March 30th. Today is March 31st. I called again today and was told it is not on the pickup schedule!

  

  Business response

  04/01/2022

  We apologize for the delay in getting totes removed. Unfortunately we are currently delayed however we see there was an attempt made on we attempted March 23 to remove the containers without success.  That is what prompted the letter to contact us.  I do see however they are actually in your area today and these are scheduled for removal.  As long as they are visible from the street they will be removed.  If you have any questions please reach out to us at ************* **** ****.  Thank you for being a valued customer of Kimble Recycling & Disposal, Inc.  

  Customer response

  04/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint I* ********, 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

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have paid for trash and recycling services for 2 yrs. My full recycling container has been at the designated place at the curb for over 5 weeks now. I have called the company after they missed the pick up each time and was reassured someone could come by and get it. Last week I called to say it’s been a month of no service and requested a refund. I was told they could not give me a refund. I called again today and was given the same line that someone would pick it up next Tuesday (that would make it 6 weeks). I have bags of recycling collecting in my house because the container remains full. I sent the CEO an email last week requesting help and have not gotten a response.

  

  Business response

  03/23/2022

  Hello *******.  In a review of your account, it appears a member of our Customer Service team has reached out to you.  If there is more that we can do to assist you, please do not hesitate to reach us at **************.  Thank you for being a valued Kimble customer! 

  Customer response

  03/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complai** ** *******6, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I understand that customer service has reached out to me in response to my requests. In fact, I have spoken with at least 3 different employees and they have all been very polite and professional but at the end of the day have not delivered the service for which I was paying. My complaint is not about customer service phone calls. It’s about trash pick up. In fact, on Thursday I confirmed that I wanted to discontinue with the company. She asked if I still wanted my regular trash pick up one last time (on Friday) and I said yes and that I wanted the cans picked up as well. The attached photos show that on Saturday afternoon all the trash remains in spite of my neighbors having their trash picked up by Kimbles yesterday. 

  I have no idea what their internal problems are but they seem unable to deliver service well or end services well. I hope I am wrong in predicting that all of this trash is going to end up on the road or in the ditch. 

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

  

  Business response

  04/04/2022

  We understand a member of our customer service team has reached out to help. If you have any other questions please feel free to contact our Customer Service Team by calling **************.  

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trash collection firm refused to pickup trash throughout month of January 2022, despite billing for doing it, as well as despite repeated communications and complaints to it. This conduct was widespread in my neighborhood where it appears that virtually all of its customers switched to other trash disposal companies.

  

  Business response

  02/13/2022

  We have researched your service issue and found the driver reported and sent pictures of your cardboard boxes & tote buried in the snow.  Your cardboard boxes are not accepted containers for trash to be collected as they can get wet and when lifted, break, leaving a mess on the ground.  The Kimble cart and all trash on the ground must be clear of snow, ice, etc. for removal.  If you have any further questions please contact Kimble Customer Service ** *************  Thank you 

  Customer response

  02/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* 
  

  We contacted carrier and got specific permission to put boxes out for pickup. With the exception of a small period of time, these items were NOT buried in snow; in fact, they were easily accessible.  This incompetence and dishonesty is almost certainly the reason why it appears that my entire neighborhood dropped Kimble for a different carrier.
  
  Again, I do want a refund of monies paid to them for January, 2022.
  
  Regards,
  
  ****** *****

  
  

  

  Business response

  02/24/2022

  The customer was advised during a call on January 13th that the boxes needed broken down and bundled next to the tote.  The picture from the driver shows the boxes not broken down and both the box & tote were buried in the snow.  The customer is required to have the trash / bulk easily accessible for the driver to service.  Therefore since this was customer error there will be no refund / credit is due to the customer.  Please contact Kimble Customer Service direct with any questions, ************.  Thank you 

*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. ↩