ComplaintsforRumpke Waste & Recycling

Garbage Removal

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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
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.
I need someone to get in contact with me. I’ve called rumpkee customer service about 70 times because one your drivers knocked my power lines out. I had to replace my point of attachment out of pocket due to one of your drivers being careless. No one has reached out to for reimbursement.
Business response
09/30/2024
September 30, 2024

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

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

Columbus, OH 43204

Dear *** ****,

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

After receiving this notification, we called upon our safety team to assist with the investigation and damage assessment. They communicated their findings as well as the proposed next steps to *** *********.

Please contact me directly if you need additional information.

Sincerely,

Juanita H*****
Rumpke Waste and Recycling
Customer Service Manager
Initial Complaint
09/20/2024
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.
I pay between 60 and 72 dollars every three months for rumpke to pick up my trash. Three times out of the last four weeks it has not been picked up(8/29, 9/5, 9/19). I’ve continuously contacted rumpke about being missed with no resolve. I’m paying for a service I’m not being provided and having to waste my time with several phone calls.
Business response
09/25/2024
September 25, 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 Ms. ******’s concerns. We apologize for this experience.

After receiving this notification and investigating the situation. We contacted Ms. ****** and removed the trash at the residence. At this time, we believe we have resolved this matter to Ms. ******’s satisfaction.

We appreciate Ms. ******’s patience with our team. If necessary, please contact me for more information.

Sincerely,

J****** S******
Rumpke Waste and Recycling
Customer Service Manager
Initial Complaint
09/19/2024
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.
My son moved to this address about a month ago I believe the 18rh of August..he filled out the application for service. They have not brought any trash cans and the trash guy said he won't take it unless it's in Rumpke trash can. My son's garbage is building up and because he is a truck driver he can't spend time on the phone and when I called to help they said they won't talk to me. I guess it's top secret information. Unfortunately, tomorrow is Friday and they probably won't take it again. I will pay $30 and take it to ****** landfill place. Rumpke has gone down hill for service!
Business response
09/23/2024
September 23, 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. *******’ 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 can confirm that a trash cart was delivered, and the trash was collected on September 19, 2024.

Should Ms. *******’ require further assistance she is more than 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
Initial Complaint
09/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My trash was not picked up on Tuesday 9/17/2024. I call ***** ******** Tuesday 9/17/2024 at 4:24pm and talked with an agent and they stated they would escalate and have the trashed picked up. Trash is still not picked up. I called ***** ******** again Wednesday 9/18/2024 at 2:03pm and talked with an agent who stated she would escalate the issue again and have some type of manager call my cell to discuss the issue. The agent maybe my trash was overlooked because I use bag(s) and not a trash bin. I told her I do not want a trash bin because I most always have only one bag of trash a week and there is an additional cost to using a trash bin. I still do not have a returned call from Rumpke. Also note: the agent now stated it could take up to 48 hours before Rumpke would make it out to pick up my trash. I tried calling ***** ******** again (Third Call) on Wednesday 9/18/2024 at 4:50pm. Work orders have been escalated. Must wait 48 hours for pickup. A supervisor will call with 24 hours. Waiting.. on Rumpke I wish to have this issue resolved. Thank you.
Business response
09/24/2024

Tuesday, September 24, 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 the concerns presented by Mr. ********. First and foremost, we apologize for this experience.

After receiving this notification our team began investigating the situation and reached out to Mr. ******** by phone. We believe we have resolved this matter to Mr. ********’s satisfaction.

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

Sincerely,

******* ******
Rumpke Waste and Recycling
Customer Service Manager
Customer response
09/25/2024
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.
I received a call from 'Ron' from Rumpke within a day from my multiple calls to Rumpke's 800 number. Ron was Accommodating and kind. He resolved the issue and my trash was promptly picked up.
This matter is closed.
Thanks Ron!

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

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