ComplaintsforKimble Company

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trash is scheduled for pickup every Tuesday. On 01/25/2002 they didn't pick it up. Everything online said it was scheduled normally... No weather delays or anything. I called at least 5 times today. I was out on mute by a customer service rep and placed through menu for 35 minutes. I also filled out the information online to recieve a callback... Didn't get anything from anyone. Spoke with one lady that said a supervisor would call me back... Haven't heard anything. I want to cancel. Charges were $53.85. I also never received the trash bin that I ordered.

  

  Business response

  01/26/2022

  We have been in contact with the customer and explained the weather delay and process of notifications when there is a delay.  Explained also they can visit their account on kimblecompanies.com to verify service status. There was a service issue with the trash being frozen in the snow.  The customer is getting their Kimble cart delivered today so they should not have any issues going forward.  We will collect again on regular scheduled service day.  Thank you 

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Failing weekly to complete trash pick-up, recycle and yard waste pick up. I am paying for weekly service but I am not receiving weekly service. Kimble is stealing from me, charging me for pick-up but failing to provide the service for which they have been contracted. Customer service is the worst I have ever experienced. They refuse to help when I call to find out when I can expect the service I am paying for, they outright lie and make up a time the truck will be in the area but there is still no pick-up. Recently my trash sat in front of my house for a week because they kept lying and telling my entire neighborhood that they would be here to pick up the trash. Did not happen.

  

  Business response

  11/08/2021

  I have attempted to reach out to *** **** on November 2nd @ 2:20p.  There was no answer and left message to return my call at her convenience.  To date we have not heard back from *** *****  Please reach out to us at ************ *nd a Customer Service Representative will connect you with the manager.  Thank you 

• Initial Complaint

  10/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was set up on auto-pay with a credit card. I had to put a hold on my card for possible fraud. The credit card is still active, but at the time Kimble charged the card it was denied. I have not received a single email from Kimble companies since Dec of 2020. I did not receive any notifications that the card had been declined. Kimble first claimed the bill had not been paid since Dec of 2020. When I challenged that, they then said the bill had not been paid since May of 2021. They claim they sent me 'several notifications' of the declined card, but when I questioned that they said it was 2 notifications. When I questioned them further about that, they don't even know what email it was sent to. All Kimble had to do was notify me of the declined payment and it could have been fixed the same day. Instead, Kimble never contacted me and took the garbage cans. Now they are saying it will be an additional 8 weeks to have garbage cans delivered.

  

  Business response

  10/27/2021

  The customer was invoiced 12/11/20.  Then again on 3/2/21.  3/4/21 we attempted to process the credit card that was on file with Kimble.  The credit card was declined by the credit card company.  Customer was sent via US Mail  a reminder letter on 4/7/21 reminding them of the balance due.  A 2nd letter of notification was sent via US Mail  on 5/17/21.  Customer invoiced again on 6/9/21 for the next quarter.  The 3rd and final letter was sent via US Mail  on 6/21/21.  6/30/21 we reached out to the customer and l/m to contact us.  Services were then cancelled 7/7/21.  We removed our Kimble carts on 10/25/21 and that is when the customer called our Customer Service Department.  She has worked with our Customer Service Team today to have services restarted.  To add, we have no record of any mail being returned to us from the post office.  Hoping this explanation helps and if there are further questions please feel free to reach out to Customer Service at *************  

  Customer response

  10/27/2021

  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 
  

  The information is inaccurate. Kimble at first said the bill had not been paid since Dec of 2020.  After I disputed that claim, they said it was actually May of 2021. When I asked why wasn’t I notified, the representative said they notified me “several times”. I asked them when  they said it was actually two times via email. I checked my junk and spam and have not received a single email from Kimble since Dec 2020. They even stopped sending the confirmation of payments of the bill after Dec 2020.  When I asked why didn’t they send something to me or even just pick up the phone, they said they couldn’t because once I was enrolled in auto pay I didn’t get paper notification. They have no answer as to why they didn’t call me. They also could not provide the email address that they used.  They gave me one and when I questioned it they said I actually have two email addresses on file.  Both the email addresses are valid, but they did not send an email to either. So now that I have made a complaint they have a list of times and dates they “contacted” me, but didn’t have this information earlier today when we spoke. With all that being said, there was very clearly an issue of communication on Kimbles notifications.  The drivers picked up the garbage cans they can very easily drop it back off. They are choosing not to resolve the issue instead. Why not just apologize for the mix up and deliver the cans? They had their drivers pick them up on the route, they can have them drop them back off. 

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

  

  Business response

  11/02/2021

  The customer has been setup to receive printed copies of the invoices via USPS to avoid any email issues.  The invoice months will be sent the 1st week of Dec / Mar / Jun / Sept each year.  The customer can either send a payment via ***** call Kimble direct at 800-201-0005 and speak with an agent to pay with debit/card card, or go on line to kimblecompanies.com to process the payment directly thru their account.  The trash driver/recycle drivers do not have the ability to remove or deliver carts but a Kimble representative did redeliver the carts on October 30, 2021.

  If you have any further questions please contact Kimble direct at the number about.  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. ↩