ComplaintsforKimble Recycling & Disposal, Inc.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trash set out 2 days before pick up date. My trash and entire streets trash was never picked up for the week. Kimble was called and they insist driver did his route and that we didn't have our trash out on time. They said they had evidence through their tracking system. We wanted a credit on bill since we are paying for service not received for the week. Next pick up scheduled for tomorrow. Whole street has had there trash out all week with overflowing cans.

  

  Business response

  01/23/2024

  Thank you for contacting us regarding the service issue that you experienced.  After further review of your account, we have confirmed that we attempted service on January 12th at 4:42a.  Also there has been confirmation that we serviced all trash on January 19th at 8:02a.  As a reminder, please place your trash out the night before to assure collection as routes can run as early as 4:00a.  If you have any further questions or concerns, please contact Kimble Customer Service at 1-800-201-0005, Ext. 9404.  

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today 1/17/2024 as I was taking my trash to the curb a representative from Kimble approached and indicated that he was to take my cans due to a past due balance. I told him that I was unaware of a past due balance but would make sure to rectify this as the last several times I had checked via my phone or computer the Kimble system reported a $0 balance due. I immediately went online and paid the past due balance and the Kimble representative told me that he would leave the cans as he didn’t want to make an extra trip to bring them back. I later received an email from another Kimble representative thanking me for my payment and that if I wanted to reactivate services to call. Upon calling Kimble I was answered by a very rude individual that said my service was deactivated. I confirmed that my current phone number and email were on file and asked why neither were used to contact me if there was an issue with my account. She indicated that they had sent a letter and are not obligated to use any other form of communication. It seems odd that Kimble chooses to only communicate with me via a never received letter when they will happily send an email immediately after paying an outstanding balance. The individual on the phone also asserted I had not logged into my account since June 2023 when I attested to the fact I have checked my account multiple times throughout the last 6 months. Why does Kimble maintain phone and email records if neither are utilized to communicate with the customer? As my village by law does not allow other trash collection companies to operate within municipal lines, I feel totally boxed in to either reinstate services with a rude company that makes a bare minimum effort to communicate before disrupting service or not have services whatsoever.

  

  Business response

  01/18/2024

  thank you for your information.  We see that you have been in touch with a Kimble representative and a city representative regarding the status of your account.  A resolution has been provided.  If you have any further questions, please contact us at 1-800-201-0005, Ext. 9400.  Thank you. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed up for trash service on 11-22-23 to have trash service start Friday, December 15th. First pick up was fine, no problems. The next week never showed up. The following week was delayed due to Christmas. They gave me a holiday schedule, and assured me that pick up would be the next day so Saturday, December 30th. I thought well, that must have just been an unusual Holiday mix up. NOPE! I Set the trash out last night for today Friday, January 12th and nobody came to pick up my trash. Whomp Whomp! I am extremely frustrated because I paid, in advance, for a service I am not receiving. I guess I would either like a refund, or here's a thought.... the actual service that I already paid for.

  

  Business response

  01/23/2024

  Thank you for reaching out to us and allowing us to resolve the issue.  We have attempted to contact you without success. We see that services were provided on your last normal collection day.  If you find that not to be the case, please contact Customer Service at 800-201-0005, Ext. 9404 and a Customer Service representative can help you.  We have taken necessary precautions to assure your timely collection.  We appreciate your understanding.  Thank you for being a valued customer of Kimble Recycling & Disposal.  

• Initial Complaint

  12/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  they do not repair their dumpsters on a timely basis after the fact they break them in the first place . we have 2 out for 3 dumpsters broken now , 1 for many weeks and we have 90 units in our building needing this trash service which the city pays for .

  

  Business response

  12/28/2023

  We have been in contact with the customer and resolved any issues.  If we can be of any further assistance, please contact Kimble Customer Service at 800-201-0005, Ext. 9403.  Thank you. 

  Customer response

  12/28/2023

  [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

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were notified that Thursday & Friday trash services would be delayed 1 day the week of Thanksgiving. Our normal trash pick-up was scheduled for Friday 11/24 so we anticipated it would be picked up a day later on Saturday 11/25 like we were told. Our trash was set out the evening of 11/24 because many times the trash pick-up comes early in the morning. On Monday morning (11/27) our trash was still sitting by the road. We then watched a Kimble trash truck drive past our house without stopping. We called Kimble (11/27) to notify them. They called us back (11/27) and said we would be put on Tuesday's schedule (11/28). Tuesday evening (11/28) our trash was still by the road. We called Tuesday evening (11/28) and was told the supervisors would be emailed and they would call us back. Wednesday evening (11/29) our trash was still by the road and no one from Kimble had called us. We called Wednesday evening (11/29) and spoke to another representative and was again told the supervisors would be emailed and someone would call us back. Thursday evening (11/30) our trash was still by the road and no one from Kimble had called us. We called Thursday evening (11/30) and was again told supervisors would be emailed. I asked for a direct line to talk to the supervisor myself, but they could not give me that information.

  

  Business response

  12/05/2023

  We did speak with the customer on 12/1/23 at 4:16p.  and feel the issue has been resolved.  We apologize on the service issue that you experienced. If you experience any further issues or have any further questions, please contact Customer Service at 1-800-201-0005 Ext 9404.  Thank you for your understanding and being a valued Kimble customer.  

  Customer response

  12/05/2023

  [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

  11/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We cancelled service after years of delayed pickup. We were told trash container would be picked up in 4 to 6 weeks. It has now been 8 weeks and Kimble has failed to retrieve container. It’s against our HOA rules to have container sitting outside garage. Follow-up calls have not helped.

  

  Business response

  11/13/2023

  We apologize for the delay in the removal of your trash cart.  Due to the lack of drivers, this has caused us to be behind in this process. We confirmed we have removed the container on November 8th at 12:43p.  Thank you for your patience and understanding on the delays and if you have any further questions, please contact Kimble Customer Service at 1-800-201-0005, Ext. 9404.  

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trash not picked up for 4 weeks now, when asked for credit they refused and now they refuse to remove their bins from my business property , had to spend $380 + to rent other dumpster because they refuse to remove or empty their dumpster. I refuse to pay for services not received. Sent them a bill for $50 a day that their bins are left full on my property.

  

  Business response

  10/05/2023

  The commercial sales manager has attempted to contact the customer on a few occasions without success.  Our latest was today around 1:00p today.  A message with contact information left.  Please contact us at ************* Ext. ****.  

  

  Business response

  10/05/2023

  The commercial sales manager has attempted to contact the customer on a few occasions without success.  Our latest was today around 1:00p today.  A message with contact information left.  Please contact us at ************* Ext. ****.  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my trash service two months ago due to Kimbles not being able to pick up my trash weekly. At the time I was told they would come and pick up my trash can in 4 to 6 weeks. I was told to leave at end of driveway. Trash can was and is left at the end of my driveway. Yesterday, I received a bill for 100 dollars for non return of trash can. Called Kimbles and they stated they tried to pick up trash can on August 3 but wasn’t there. No one tried to pick up trash can as I was home all day and video camera confirmed. Pictures taken yesterday of trash can that has been there since service ended. I am being charged 100 dollars. I want your trash can removed from my property immediately and my bill zeroed out.

  

  Business response

  08/31/2023

  We spoke with the customer on Tuesday August 29th, and we are attempting to remove the container today.  Attempts were made on June 30th at 12:25p, July 17th at 3:51p, Aug 3rd at 12:44p, and the container was reported not out for removal.  Once the tote is removed, we will credit the tote fee on the account. If there are any further questions, please contact Customer Service at 1-800-201-0005, Ext. 9404. Thank you.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We were long-standing customers of ******* Rubbish. When Kimble Purchased ******* we were not only current with our payments, but paid three months in advance. Shortly after Kimble became our new trash company. We were provided with an invoice stating that we had an outstanding balance. We contacted the company and were told that we needed to provide the canceled check, showing that we had paid the three months in advance, which we provided to Kimble. At that point we were advised that we still had an outstanding balance and now we needed to provide the previous 12 months cancelled checks . We took it a step further, and provided 24 months. Once again we were told that wasn’t satisfactory and in fact the balance would remain . We asked what we were to do now since we had provided everything they had asked from us and provided proof that we had made 27 consecutive payments to both ******* and to them and they said pay the bill . That was our last phone communication with them and they have been sending invoices monthly with late fees and threats of collection . Today we received notice that they have turned us over to a collection agency . So ******* poor record keeping and Kimbles inability to work with a long standing current/paid ahead customer who clearly had bank records to support the previous 27 months of payments has now turned into them unjustly tarnishing my name . Absolutely unacceptable .

  

  Business response

  07/27/2023

  We have closed the account. If you have any further questions, please contact us at 800-201-0005, Ext. 9404

  Customer response

  07/28/2023

  [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,

  Chris ******* 

• Initial Complaint

  06/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been with Kimble for 12 years or more. About 3 months ago they switched my trash pick up days from Wednesday morning to Friday morning. They have only picked up my trash on time once. Each week I get a call Friday mid morning with the salutation "dear valued customer" and then telling me to leave my trash out until they can get to it. This past week I don't get the call on Friday but get one on Saturday telling me remove my trash can and place back at the road for a Monday morning pick up. Hard to do when you are out of town. My entire neighbor looks like a trash dump due to Kimble's long term inability to provide the service they charge for. I tried to cancel my service and they stated that they would not refund my money. On the extremely fine print on the bill it says Kimble will not refund money even if they fail to pick up your trash, the service which you pay for. I also pay for once a week service not skip a week service. I called customer service and talked to Sandra who was less than helpful and extremely short and rude. She kept blaming it on CDL staffing issues and stating Kimble is a great company to work for and I had a problem because I expected the service I pay for. There are staffing shortages everywhere but the company I am in discussion with for service hasn't missed a pick up in last several years. Something needs to be done.

  

  Business response

  06/08/2023

  In review of your account Mr. **** you are correct that you have had delays.  Unfortunately staffing issues and volume of trash during the holiday week we are experiencing delays.  We can assure you we are doing everything we can to get experienced and trained drivers on the road to help us in improving these delays.  We appreciate everyone's patience thru these difficult times.  We hope that you can give us the opportunity to service you in the future.  Thank you and if there are any questions please contact Customer Service at 1-800-201-0005, Ext. 9404.  

  

  Business response

  06/28/2023

  We have provided the customer the weekly service for the time paid, so therefore no refund will be processed.  We cannot avoid the delays at this time due to staffing.  We apologize again for the inconvenience and are working to resolve daily.  Your account is cancelled, and no further payment will be due.  The Kimble cart will be removed after your last collection Friday (6/30/23).  Any further questions please contact us at 800-201-0005, Ext. 9404.  

  Customer response

  06/28/2023

  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.
  
  I have not received the service paid for.  I pay for weekly service and on at least one occasion my trash was not picked up in that week. It was picked up twice the following week. Also, I pay for Friday service not an annoying weekly phone call stating to leave trash out and will be picked up when they get to it. 
  

  Also, I was not asking for a refund for service provided. I was asking for a refund on my cancelled service that you would not provide. In essence you policy locks people into paying three months ahead of time without providing reliable service. But you are not willing to cancel and refund money for remaining time once locked into contract. 
  

  My service is almost up but at minimum I will not settle for anything less than the one week refund that you did not provide service for. 
  

  No way should you not provide a refund when people want to cancel the service that you can’t provide. Seems customers cancelling would help out your staffing issues. 
  
  Regards,
  
  ***** ****

*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. ↩