ComplaintsforRhino Removal
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Complaint Details
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Initial Complaint
10/30/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Called and cancelled service in November 2022 due to sale of property closing end of December. **** was adjusted and credited to pay through December 2022. Since that time, I have continued to receive billing statements accruing up to $300 now. I have contacted the business several times by email and phone regarding this matter to no avail. I was told that the account would be cleared and confirmed closed however, I continue to receive quarterly bill statements for services not rendered and canceled nearly a year ago. The trash can cart was left at the property for pick up as the company requested.Initial Complaint
10/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I currently live in a ****************. My address ***************************************************************. We have Rhino (***************************************) in our neighborhood. They are not delivering trash cans to residents, not picking up trash consistently. They skip streets constantly, and for over a year have not provided a servicethat meets anyone's standards.Some neighbors have self remediedthis problem by cancelling their service with Rhino and found other providers. They are now telling these neighbors they cannot cancel and are charging them still. They call weekly to collect money on services they do not provide. They will not allow us to cancel. This is just absolutely one of the worst companies I have ever dealtwith. How can they charge us and not be accountable to providing the service?Business response
10/17/2023
Hello ****,
I defiantly hear your concerns as they are valid, we are currently working to resolve the cart delivery issue. But as for service I have reviewed our logs, and we haven't had a miss in your community in over 3 months. I work hard to resolve any and all issues but as for canceling Rhino Removal is the only trash company permitted to haul trash in your community. No other company can haul or service residential addresses waste or recycle. I would love to repair our business relations as you have my conact information.
Initial Complaint
10/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Cancelled service in August to end on August 31. ***** placed out in front of property to be recovered by Rhino. Carts still in front of property over a month now. Called twice and both times they "escalated" the work order, but the carts are still out in front of my property for over a month. Cancelled service with them as they had numerous interruptions of service with sometimes not picking up trash for over a week past the normal pickup day.Business response
10/17/2023
Hello, I apologize for the inconvenience this may have caused. Iam working to get this taken care of within this week.
Customer response
10/17/2023
Complaint: 20684152
I am rejecting this response because:This has been the same response I have received when I have called in numerous times asking/requesting they come get their garbage bins as my service ended on August 30, 2023. It has now been a month and a half of the cans sitting in front of my house.
This will not be resolved until they pick up their bins. Unfortunately, I do not trust this company to do anything they say they will do.
Regards,
*********************Initial Complaint
08/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have been getting incomplete waste removal services from Rhino Removal since 7-12-23. I reached out to them on the 13th to inform them. They told me they needed to review video of the trucks route to confirm services were not rendered. They called me back on the 14th after hours and said theyd confirmed my house was skipped and would notify the responsible party but Id likely not get service till the following pickup day which was the next week. The next week they skipped me again and failed to pick up the bulk items I pay for to be removed. I reached back out to them on the 20th and sent them images of the stockpile of garbage. They never came back so I began emailing on the same thread Id sent the images to. I got no response from them after 5 emails. In the 5th email, I mentioned I was reporting them to BBB and it yielded a response where they asked for my service address. I responded 3 minutes after their email was sent and they still have not responded. I told the representative that I should be credited for not getting service. I was told that a separate company handled the billing but I should not expect that they would credit my account. At the moment, I have trash stockpiled around my house and they fail week after week to collect it. Its troublesome To place it out only to have to bring it back in my yard week after week. They are non-responsive and are charging me for services that they are not providing.Initial Complaint
08/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Contacted Rhino on 5/5/2023 to request an additional trash bin be delivered and added to our trash service. I was informed it would be **** business days to receive delivery however I would be charged immediately on the next bill for the bin. I have called over 15 times requesting an update. I have spoken with the call center, the manager, and still have not received a bin. Every week they state delivery set for Friday and the bin never arrives. The company did credit my account for the months of no bin. They state to put the extra bags on the curb but I live in the country. The food trash and diapers will attract animals (coyotes, strays, bugs). Putting those bags in the garage makes it smell putrid. In addition to the failed delivery, the company regularly misses both trash and recycling pick **** The trucks frequently break down and leaves oil stains on the concrete.Initial Complaint
08/01/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I was a customer of ********************** from approximately June of 2022 to June of 2023. At the end of May 2023 I called Rhino Removal to ask that I not be charged for annual trash collection service which would be collected soon at the beginning of June. I was seeking service elsewhere and stated I would call them back if I wanted to remain one of their customers. But I wanted to finish out my service with them to June. Approximately a week later on June 2, 2023 I was charged $410.76 from Rhino Removal for service I did not want. I called as soon as I noticed the charge, cancelled service again and requested a refund. Some weeks went by without a refund posting to my credit card account so I called again at the beginning of July asking why it was taking so long for a refund. My trash can had been picked up by them and I was no longer receiving service from them for weeks now. I was told the refund was in process but no date is available for estimated return. So Ive waited several more weeks and just recently called again on August 1, 2023. I spoke with a customer service agent ****** who explained the refund was in process but at this time they were not issuing refunds. Further, the accounts payable department had a list of people needing refunds but there was no way of accessing that information nor do they have a phone number to that department. I asked to speak with a supervisor and was told essentially the same thing with no resolution. At this point, I believe these charges to be fraudulent and the company intentionally misleading of when or if a refund will be issued.Initial Complaint
07/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
They broke my garbage bin lid in half while dumping it in January. Its now the middle of July and they havent fixed my lid. Ive called every month since January and have left my can out multiple times and they never show up to fix it. It gets full of water and bugs get inside, its nasty. I just want our lid replaced. Leave me a lid, mail me one, I dont care.Initial Complaint
05/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We have been waiting since 4/21 to get our bins. Have been told 4 times they were coming and have not received them. Today the recycle crew took our items and threw them in our driveway instead of picking them up. We have called and called and no one is taking care of the issue. We are under contract though our HOA and cannot get any service and now they are doing things to make our trash issue worse. We need our bins asap. We would like whomever did this with out recycle items to be reprimanded for it.Initial Complaint
04/27/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have had Rhino Removal picking up my trash for a few years now. I always paid monthly and their service was good. Picked up on Wednesdays and offered bulk trash pick up once a month. It was in December 2022 they started billing every three months. That's when the trouble started. Received many emails about trucks breaking down, low on staff, and that trash pick up would be postponed for days. The last email was about last weeks pick up April 19th, this weeks trash will not be picked up until Wednesday April 26. Well, they didn't pick on the 26th either. We live in the country and this type of trash attracts coyotes, stray dogs and such. I have canceled my service with them as I can see where there are a lot of dissatisfied customers facing the same issues or worse. I would like a refund as way I see it they have broken their contract with me for not picking up trash as promised. I have emailed them and they have not replied.Initial Complaint
04/21/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
They owe me $154.48 because I paid ahead for 4 months (which is their new way of billing) then my house sold. I informed them I was to pay through March 7. I talked to several people that said they would take care of it, but nothing had happened for 6 weeks. When one calls you do not get a person, just lets you leave a voice mail/ text.
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Customer Complaints Summary
25 total complaints in the last 3 years.
5 complaints closed in the last 12 months.