ComplaintsforRumpke Waste & Recycling

Garbage Removal

Multi Location Business

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Initial Complaint
11/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Rumpke fails to empty my trash cans quite often. I am the only house left with trash that was set out for them two nights in advance. I believe they must have something against the previous owner. This is my second complaint I have provided to them on this issue- and prior one( the garbage men were taking bags out of the can sitting them on the ground and leaving them, in a effort to to this they would strew trash down the sidewalk in the yard and road). I have had enough of them not being able to do their simple jobs and empty the trash/recycling bins. Last time they did this I was contacted by the city for full trash cans, because I cannot get rumpke to do their jobs. The city was then made aware of this issue as well.
Business response
11/08/2024
November 8, 2024

Better Business Bureau
Attn: *** ***** ****
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

Complaint ID: ********
***** *****
*** ***** ***
****** ** *****

Dear *** ****,

Thank you for the opportunity to address concerns presented by *** *****. First and foremost, we apologize for this experience.

We attempted to contact *** ***** by phone and email several times without success. We wanted to ensure that *** ***** continued to receive service despite lack of communication. With this in mind, our team created a plan to address *** *****’ service issues and have continued to provide service at her residence.

We welcome additional conversations with *** ***** if we can make further adjustments to improve her service experience with us. Please contact me if you have any additional questions.

Sincerely,

Jessica S******
Rumpke Waste and Recycling
Customer Service Manager
Initial Complaint
11/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Our trash pick up day is on Thursdays. In the last 7 months, they have not picked our trash at least 6 times. I have called 6 times to complain and tell them to pick it up. I called on 10/25 that they did not pick up our trash once again. Rumpke stated they would get their regional manager involved as this is a recurring issue. Then today, Friday 11/1, our trash is still sitting there even though we put it out on 10/30 and should have been picked up 10/31. We put our trash out the night (Wednesday nights) before to ensure it is available when they come by on Thursday. When we call, they say it’ll get picked up within 36 or 72 business hours. By the time I call on Fridays (before noon) there have been times they don’t come until Monday or Tuesday. This leaves trash out for days. We have a lot of varmits that get into the trash by the road, and it makes our property look bad when trash sits out for multiple days.
Business response
11/08/2024
November 8, 2024

Better Business Bureau
Attn: *** ********* *****
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

Complaint ID: ********
**** ******
***** ** ***** * *
******* ** *****

Dear *** *****,

Thank you for the opportunity to address *** ******** concerns. We apologize for this experience.

After receiving this notification and investigating the situation, we contacted *** ******, and at this time we believe we have resolved this matter to *** ******** satisfaction.

We appreciate *** ******** patience throughout this process. If necessary, please contact me for more information.

Sincerely,

Juanita H*****
Rumpke Waste and Recycling
Customer Service Manager
Initial Complaint
11/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Rumpke destroyed one of my expensive garbage cans by ripping a hole through it. After calling to complain about this and ask for compensation, I was told to email pictures and the receipt from buying the bin. I followed these instructions but didn't hear back from them for a month. Today, I called to check in and was told that because the garbage truck driver denied having damaged the bin, I would not be offered compensation for the damage they caused. In fact, he blamed it on ME saying I put a water softener inside the garbage can that was too heavy to pick up! This is a flat out lie and it would have been impossible to lift that water softener into the garbage can even if we had been DUMB enough to try - which we are not. I am angered by being called a liar and not compensated for THEIR mistake because their employee (who has NO incentive to tell the truth) refuses to take responsibility and instead made up a lie about me. This company is repulsive.
Business response
11/07/2024
November 7, 2024

Better Business Bureau
Attn: ********* *****
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

RE: Complaint number ********
******** ******
**** ******* ***** ***
****** ** *****

Dear *** *****,

Thank you for the opportunity to address *** ******** concerns. Customer service is very important to us, and we take her complaint seriously.

We apologize for the frustration *** ****** has expressed as this is certainly not Rumpke’s standard of service. We spoke to *** ****** by phone regarding the actions taken. We are pleased to share that we have reached a resolution to her complaint.

Should *** ****** require further assistance she is more than welcome to contact me directly. My phone number and direct extension are ###-###-####.

Please feel free to reach out to me if additional information is needed.

Sincerely,

Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati Region
Initial Complaint
11/02/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Rumpke bypassed my home for trash collection, while it my have been driver error, I called them daily and received promises of collection every day and the garbage still sits on the curb. They never showed up. My bill is paid in full and in the city where I live you can be ticketed for leaving your trash on the curb. I'm highly disappointed in their service and don't appreciate being lied to daily. If there was a question of the trash not being there on Monday the pickup day I have included footage of the day from my cam.
Business response
11/08/2024
November 8, 2024

Better Business Bureau
Attn: ********* *****
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

RE: Complaint number ********

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

Dear *** *****,

Thank you for the opportunity to address *** ********* concerns. Customer service is very important to us, and we take her complaint seriously.

We apologize for the frustration *** ******* has expressed as this is certainly not Rumpke's standard of service. We have addressed the issues regarding the service with our operations team and are confident the issue is resolved.

We were unable to reach *** ******* by phone but would appreciate the opportunity to discuss this resolution. She is welcome to call me directly at ###-###-####.

Please feel free to reach out to me if additional information is needed.

Sincerely,

Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati Region
Initial Complaint
10/09/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They decided to just not pick it up this week for no apparent reason. No guidelines were broken. I called about the missed pickup and it’s been three days since and they still haven’t picked it up. I live right beside multiple businesses and a school I cannot have our trash sitting around. There is no excuse for this.
Business response
10/13/2024
October 13, 2024

Better Business Bureau
Attn: ********* *****
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

RE: Complaint number ********
******* **********
*** *** ******* **
******* ** *****

Dear Ms. Blake,

Thank you for the opportunity to address ** ************* concerns. Customer service is very important to us, and we take his complaint seriously.

We apologize for the frustration *** ********** has expressed as this is certainly not Rumpke’s standard of service. We can confirm that the trash was collected on Wednesday, October 9, 2024. We have addressed the issues regarding the service with our operations team and are confident the issue is resolved.

We were unable to reach *** ********** by phone but would appreciate the opportunity to discuss this resolution. He is welcome to call me directly at ###-###-####.

Please feel free to reach out to me if additional information is needed.

Sincerely,

Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati Region
Initial Complaint
10/08/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Last payment was on 7/19/24 for trash services in the periods of August, September, and October 2024. Services were missed by Rumpke on 2 occasions at the end of July so my account was immediately cancelled by me. Rumpke agreed to refund a total of $79.24 (see attachment "Credit $79.24") with a document date of 8/12/24.. However, as of 10/8/24, I still have not received my refund. I have contacted Rumpke on multiple occasions in regards to this matter - Contact was via phone in the months of August, September, and October and I do have phone records of each of those phone calls. Rumpke has stated that the refund payment was "issued" in September (see attachment "Refund ******") but again, as of 10/8/24, I still have not received my money.. Rumpke has yet to explain why the delay has reached almost 3 months. This seems to standard practice for Rumpke to withhold customer refunds.
Business response
10/14/2024
October 14, 2024

Better Business Bureau
Attn: ********* *****
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

RE: Complaint number ********
**** *********
** ****** **
Florence, Ky 41042

Dear Ms. *****,
Thank you for the opportunity to address Mr. *********’s concerns. Customer service is very important to us, and we take his complaint seriously.

We apologize for the frustration Mr. ********* has expressed as this is certainly not Rumpke’s standard of service. We can confirm that the refund check in the amount of $79.24 was hand delivered to Mr. *********’s home by a member of our team on Monday, October 14, 2024.

Should Mr. ********* require further assistance he is welcome to contact me directly. My phone number and direct extension are ************** ext. ****.

Please feel free to reach out to me if additional information is needed.

Sincerely,

A***** H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati Region
Customer response
10/23/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** *********
Initial Complaint
10/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Rumpke regularly shakes out the dumpsters in the brewery next to my apartment before 6am in blatant violation of noise ordinances and ignores any and all complaints from me or my neighbors
Business response
10/13/2024
October 13, 2024

Better Business Bureau
Attn: ********* *****
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

RE: Complaint number ********
***** ****
**** ********* **
*********** ** *****

Dear *** *****,

Thank you for the opportunity to address *** ****** concerns. Customer service is very important to us, and we take his complaint seriously.

We apologize for the frustration *** **** has expressed as Rumpke strives to be considerate of service times within the neighborhoods that we service. A member of our team spoke to *** **** on Wednesday, October 9, 2024, and we are confident that this matter is resolved.

Should *** **** require further assistance he is more than welcome to contact me directly. My phone number and direct extension are ###-###-####.

Please feel free to reach out to me if additional information is needed.

Sincerely,

Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati Region
Initial Complaint
10/02/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This is the 3rd time this year they haven't picked our trash up WITH the stickers on it and properly set out. This is a horrible company.
Business response
10/09/2024
October 9, 2024

Better Business Bureau
Attn: *** ***** ****
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

Complaint ID: ********
****** *******
*** **** ***
*********** ** *****

Dear *** ****,

Thank you for the opportunity to address concerns presented by *** *******. First and foremost, we apologize for this experience.

After receiving this notification, our team reviewed the account in question and attempted to contact *** ******* by phone. Although we were unable to speak to *** *******, we believe we have resolved all issues.

We appreciate *** ******* ** business and look forward to providing excellent service moving forward. Please contact me if additional information is required.

Sincerely,

Jessica S******
Rumpke Waste and Recycling
Customer Service Manager
Business response
10/11/2024

October 11, 2024

Better Business Bureau
Attn: *** ***** ****
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

Complaint ID: ********
****** *******
*** **** ***
*********** ** *****

Dear *** ****,

Thank you for the opportunity to address concerns presented by *** *******. First and foremost, we apologize for this experience.

We attempted to contact *** ******* by phone multiple times without success. We wanted to ensure that *** ******* continued to receive service despite the lack of communications. With this in mind, our team created a plan to address *** ********* service issues and have been servicing *** ********* account. We welcome additional conversations with *** ******* if we can make further adjustments to improve his service experience with us.

Please contact me if you have any additional questions.

Sincerely,

Jessica S******
Rumpke Waste and Recycling
Customer Service Manager
Initial Complaint
10/01/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
RUMPKE is the rash removal co. that ervices my neighborhood. .on multiple occasions , i witnessed him destroying a large portion of my lawn while attempting to retrieve a trash can. He kept digging the mechanical arm that grabs the trash cans , into my lawn..Despite 5 phone calls to the business and its supervisor , nothing has been done to repair my lawn. This happened on the 1st fri. in july 2024...then again on the 27th of sept 2024. I had to repair it the first time , then the idiot does it agan , despite filing a complaint about the first time!
Business response
10/03/2024
October 3, 2024

Better Business Bureau
Attn: Ms. ********* *****
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

Complaint ID: ********
**** *******
**** ****** ****** *** ****** ** *****

Dear Ms. ****,

Thank you for the opportunity to address concerns presented by Mr. *******. First and foremost, we apologize for this experience.

After receiving this notification, our team reviewed the account in question and attempted to contact Mr. *******. Although we were unable to speak to Mr. ******* directly, we believe we have resolved the issue.

We appreciate Mr. *******’ business and look forward to providing him with excellent service moving forward. Please contact me if additional information is required.

Sincerely,

J****** H*****
Rumpke Waste and Recycling
Customer Service Manager
Customer response
10/03/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** *******
Initial Complaint
09/26/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The person that collects the trash intentionally misses my bins but collects everyone else's. I do believe it to be an act of discrimination due to the fact that I have a pride flag out front along with other flags pertaining to political beliefs. This has been an ongoing issue with our bins not being emptied. I am being singled out amoung my neighbors which all have a decent report with the trash services. Something needs done. They say they'll handle it , but this has been going on for months, ever since I hung up the flags.
Business response
10/01/2024
October 1, 2024

Better Business Bureau
Attn: ********* *****
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

RE: Complaint number ********
******* ********
*** * **** **
******* ** *****

Dear Ms. *****,

Thank you for the opportunity to address Ms. ********’s concerns. Customer service is very important to us, and we take her complaint seriously.

We apologize for the frustration Ms. ******** has expressed as this is certainly not Rumpke’s standard of service. We are pleased to share that a member of our team spoke with Ms. ******** by phone and discussed the guidelines regarding liquids not being allowed in her residential trash.

Should Ms. ******** require further assistance she is more than welcome to contact me directly. My phone number and direct extension are 1-800-828-8171 ext. 3749.

Please feel free to reach out to me if additional information is needed.

Sincerely,

A***** H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati Region

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