ComplaintsforRumpke Waste & Recycling

• Initial Complaint

  12/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am beyond fed up with rumpke. Demand payments sent emails now going to interrupt my service. When for months now they keep increasing my bill every single month. No one is going to pay when they keep increasing my bill for no reason what so ever. First was for a mattress that was never out there lord only knows why now fed up with it. We gone from $60 to $70 to now $100 within 2 months.

  Business response

  12/15/2021

  
  
  
  December 15, 2021
  
  
  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 *** ******* complaint seriously.
  
  We are pleased to share that the fee that increased *** ******* invoice from $70 to $100 was waived and her billing profile has been corrected. As always, our goal is providing friendly and reliable trash and recycling collection and we look forward to delivering top notch service moving forward.
  
  We spoke with *** ***** by phone and she confirmed the issue is resolved. Should she need any further assistance *** ***** can 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

  Customer response

  01/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  We have been a customer with Rumpke for over 9 years now. We just moved to a new house in a new area. Started service have had nothing but issues with the driver. All 9 years we have used 3 to 4 cans due to our family size. In which has never been a issue and even put a item out that doesn’t fit the trash cans. Not always but sometimes again never been a problem. Now at the new location the trash don’t want to take anything out notes on our can only 2 cans allowed would not take a computer chair. We just moved and they really think 2 cans covers a family of 5 with pets no. Then to top it they put the cans smack dab in front of the mail box so then the mailman will not deliver the mail.
  
  Desired Resolution:
  Contact by the business
  
  Either get this fixed or I’ll call the other trash company this is ridiculous. Pure laziness is all this is.
  
  Regards,
  
  ***** *****
  

  Business response

  01/23/2023

  
  
  Better Business Bureau
  Attn:  *** ***** ****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  Complaint # ********
  Account number:  *********
  ***** *****
  **** ********* ***    
  ******** **  *****
  
  Dear *** ****,
  
  Thank you for the opportunity to respond to concerns presented by *** *****. First and foremost, we apologize for the experience. We strive for exceptional customer service and we take matters like this one very seriously.
  
  We have addressed and resolved the matter to *** ******* satisfaction.        
  
  We appreciate *** ******* patience and understanding and apologize for the inconvenience. Please contact me anytime at ###-###-#### if more information is needed.
  
  Sincerely,
  
  
  Jan
  Rumpke Waste and Recycling
  ****** Region Customer Service

  Customer response

  01/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  This matter is not resolved they called and asked if I have Rumpke cans only. Gave me a lame excuse saying the truck is animated which again is a lie I watched the trash man for 2 weeks. 
  
  

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

  Business response

  01/23/2023

  
  January 17, 2022
  
  Better Business Bureau
  Attn:  *** ***** ****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  Complaint # ********
  Account number:  *********
  ***** *****
  **** ********* ***    
  ******** **  *****
  
  Dear *** ****,
  
  Thank you for the opportunity to respond to concerns presented by *** *****. First and foremost, we apologize for the experience. We strive for exceptional customer service and we take matters like this one very seriously.
  
  We have reached out to *** *****, but unfortunately we have been unable to speak to her concerning the issues.        
  
  We appreciate *** ******* patience and understanding. Please contact me anytime at                              ###-###-#### if more information is needed.
  
  Sincerely,
  
  
  Jan
  Rumpke Waste and Recycling
  ****** Region Customer Service

  Customer response

  01/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  This place is becoming a joke. Another bbb complaint said they resolved the issues no they didn’t. Now got a bill in the mail tor $128. When I was told $23 a month this is why type of service they provide lie on top of lies
  
  Desired Resolution:
  Billing Adjustment
  
  Desired Outcome:
  Fix this bill not paying $128 for service.
  
  Regards,
  
  ***** *****
  

  Business response

  01/23/2023

  January 18, 2022
  
  Better Business Bureau
  Attn:  *** ***** ****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  Complaint # ********
  Account number:  *********
  ***** *****
  **** ********* ***    
  ******** **  *****
  
  Dear *** ****,
  
  Thank you for the opportunity to respond to concerns presented by *** *****. First and foremost, we apologize for the experience. We strive for exceptional customer service and we take matters like this one very seriously.
  
  We have reached out to *** *****, but unfortunately, we have been unable to speak to her concerning the billing issues.        
  
  We appreciate *** ******* patience and understanding. Please contact me anytime at  ###-###-#### if more information is needed.
  
  Sincerely,
  
  
  Jan
  Rumpke Waste and Recycling
  ****** Region Customer Service

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, We keep getting charged for recycling but no one is picking it up. We started the service sometime in July and since then it was picked up once and never again. Every time we call we get the run around and quote " We will send a note to the route supervisor, It will be picked up next week"... Never happens. The recycling can has been at the street for months now, Not overflowing, Nothing that shouldn't be in there. All good. Between my wife and I we have called and complained more then 5 times. The last 2 times we started asking for the supervisor and requested a refund for the service. The supervisor was no help, She refused to refund the cost, Stating the only time it shows we called is when we talk to a supervisor. I just want the recycling picked up and refunded for the months prior without any service.

  Business response

  12/09/2021

  
  
  
  
  
  
  
  
  December 9, 2021
  
  Better Business Bureau
  Attn:  ***** ****
  * ** ****** **** ***** ***
  *********** **  *****
  
  RE: Complaint number ********
  
  ****** *****
  **** ***** **
  ******* ** *****
  
  Dear Ms. ****,
  
  Thank you for the opportunity to address Mr. ******* concerns. Customer service is very important to us and we take Mr. ******* complaint seriously.
  
  We apologize for the time Mr. ***** has spent working to have this issue resolved. We have worked through the internal issues that have caused Mr. ******* recycling to be missed and we expect timely service moving forward.
  
  We are pleased to share Mr. ***** confirmed with our customer service team that he received timely service on Thursday, December 9, 2021. Mr. ***** is more than welcome to contact me in the future for additional assistance at ************, ext. ****.
  
  Sincerely,
  
  
  Ashley H
  Rumpke Waste & Recycling
  Customer Service Supervisor
  Cincinnati Region

  Customer response

  12/10/2021

  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

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On may 25 i sent a message to rumpke trash collection to pickup my trash that they missed. no one ever contacted me back. the next week they missed my pickup again. I then called their office number where they still would not pickup my trash for the following week. at this point i was cleaning my trash which was being opened by animals from my yard. When they told me it would be three weeks worth of trash before they would get there i had no other choice but to find new service. They had not collected trash from me since may 18. They are trying to send me to collections at this point. i have contacted them a month ago to resolve this with no response. when i talked to them today they said i still had to pay for trash service which they had not provided. i dont feel i should pay for their bill if they did not do anything service wise.

  Business response

  12/07/2021

   December 2, 2021
  
  
  
  Better Business Bureau
  Attn:  *** ***** ****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
     Complaint #********
  
  Account number:  *********
     **** *******
     ** ********* *** 
     ********* **  *****     
  
  
     Dear *** ****,
  
  Thank you for the opportunity to address concerns presented by *** *******. First and foremost, we apologize for the experience. We take matters like this one very seriously.
  
  We have worked together to address the issue directly and eliminate the potential for future occurrences and/or misunderstanding.   We have contacted *** ******* with the resolution.
  
  We appreciate *** *********   patience in this matter. Please contact me anytime at ###-###-#### if more information is needed.
  
  Sincerely,
  
  
  
     Jan
     Rumpke Waste and Recycling
     ****** Region Customer Service

• Initial Complaint

  11/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for service from Rumpke at the end of October and paid for three months of service. They have not only not picked up my garbage, but took the money off my dads bill and added the rest he owed to my account. It isn't the same address because we have the same name does not mean you can make me pay his bill. This is unethical, and you stole my money.

  Business response

  11/29/2021

  
  November 29, 2021
  
  
  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 *** *********** complaint seriously.
  
  Our priority is transparency and open communication with our customers. When it comes to billing, we strive for accuracy. The charges accrued are from the residence located at **** ***** **** ********* ** *****, which is next door to the address that new service was requested. The new address is **** ***** ***, ********* ** *****. We have verified with the county auditor’s site that both properties are registered to the names Rhonda and ******* *********. We are happy to assist with reversing the transfer of the balance with proof that he is not the ******* ********* who accumulated the charges from the previous account.
  
  We have been unable to reach *** ********* by phone to discuss 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

  Customer response

  12/02/2021

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  
  ******* *********
  
  

  Customer response

  12/06/2021

  I send my id as ******* ********* ** as well as electric at the property. This was middle of last week and she was suppose to call back and never did.

  Business response

  12/16/2021

  
  December 16, 2021
  
  
  Better Business Bureau
  Attn:  ***** ****
  1 E. Fourth St., Suite 600
  Cincinnati, OH  45202
  
  
  RE: Complaint number ********
  
  ******* *********
  **** ***** ******
  ********* ** *****
  
  Dear *** ****,
  
  Thank you again for the opportunity to address *** *********** concerns. Customer service is very important to us and we take *** *********** complaint seriously.
  
  *** ********* submitted a copy of identification and a utility bill proving that he lived elsewhere during the timeframe in question. We spoke with *** ********* regarding his complaint on December 8, 2021 confirming that service was reinstated, and that the charges were removed from his account.
  
  *** ********* is welcome to call me directly should he need further assistance 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 

*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. ↩