Complaints

This profile includes complaints for Rubicon's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Rubicon

  The Offices at City Center Lexington, KY 40507

• 

  Rubicon

  2870 Peachtree Rd NW # 998 Atlanta, GA 30305-2918

• 

  Rubicon

  5909 Peachtree Dunwoody Rd STE 200 Atlanta, GA 30328-8103

• 

  Rubicon

  5909 Peachtree Industrial Blvd Atlanta, GA 30341-1630

• 

  Rubicon

  900 Old Roswell Lakes Pkwy STE 310 Roswell, GA 30076-8667

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/18/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rubicon Global Service cancelled for INVITATION STABLES EQUINE SERVICE LLC in July of 2022 due to missed trash pickups. Rubicon Global has acknowledge via email (see email exchange) that service was cancelled and that a refund of $145.48 is due Invitation Stables (see Invoice dated 7-20-22. However, Rubicon Global continues to bill Invitation Stables, yet no service is being provided by Rubicon Global to Invitation Stables. Rubicon Global is threatening to invoke legal action against Invitation Stables, when in fact a refund is due Invitation Stables.

  Business Response

  Date: 10/18/2022

  The invoice Number ******* in reference is a credit note for the amount of 145.48. After the credit was issued, our retention team attempted to reach out to the customer several times over the following 2 months to attempt to discuss the account and remedy any service issues. An email request to cancel is not completing the Rubicon cancellation process. We ultimately did not get a response on how to proceed, so we cancelled services on 9/14/2022 with a 30 day cancellation policy -  effective 10/14/2022.

  Customer Answer

  Date: 11/16/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  Rubicon Global was contacted BOTH via telephone and email to cancel service. Rubicon Global responded via email requesting why service was cancelled, thus acknowledging the fact that service was indeed cancelled. However, they continued to bill and did not provide any service whatsoever. A complaint was filed in June for several missed pickups as well as cancellation of the service .... hence the credit to the bill. They are EXTREMELY DIFFICULT to contact via telephone .... we have tried 7 times to reach them to correct the bill .... and CANNOT get a response from them. The entire outstanding invoice showing for Invitation Stables should be not only cancelled, but a refund is due for the missed pick ups in June of 2022.

  
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 11/18/2022

  An email follow up to a
  request for a cancellation is not an acknowledgement of account cancellation. The team
  was inquiring reason for cancellation and if there were any concerns that could
  be addressed. You can see from the attached emails, several of our follow ups
  went unanswered. 
  Missed pickups for June Services were credited
  under *********** in the amount of -$145.48
  Due to history of service issues, I will credit the account back
  to 8/31/2022. We also never assessed a removal fee and I will not add one to the final bill. Thank you. 

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Most all point of contact I can produce call logs or emails for but, have to extract from my phone.The original order & payment rendered to Rubicon for a temporary dumpster was made on 6/24 with a payment confirmation emailing being sent same day. The original delivery date from paid booking through their online portal was 6/20. I was never delivered the dumpster on the requested & agreed upon date. 6/24 I have still not received the dumpster & contacted an sales rep through voicemail & email & received a reply same day apologizing & saying they would investigate. 6/29 I emailed the same rep again & had still not received the dumpster. 6/29 Rep responded with a mass email reply to me & internal support team to attempt to address the problem. 7/30 email I receive email saying delivery that day & to email when ready for a courtesy pick up. 7/1 Still no dumpster, emailed @ 6:55 am, and follow up voicemail @ 7:04 am for same rep. Dumpster delivered on 7/4. Dumpster delivery confirmation email sent on 7/5 from Rubicon. Dumpster pickup email confirmation from Rubicon on 7/6. Next contact with Rubicon was 7/23, the dumpster is still onsite & now the dumpster is beyond full & most trash being thrown in now is not from me or my staff. I send a email to the rep that had been helping me previously @ 7:23 am on 7/23 politely requesting a pick up & as the previous pick up they scheduled was missed. 7/27 9:55 am I called the rep & left a voicemail asking for a pick up & explaining the situation I find myself in & asking for help to remove the dumpster. 7/31 7:52 am I send a follow up email after receiving no reply to my voicemail or email informing them that my landlord has now taken issue with the long presence of the dumpster. 8/1 receive mass email reply from rep including their in house support. I called customer support number at 3:14 pm on 8/2 and logged my complaint, I emailed the rep at 3:47 pm same day. No reply. 8/6 8:42 am the dumpster is onsite.

  Business Response

  Date: 08/16/2022

  Rubicon acknowledges the miscommunication and has identified the process gaps for any future similar cases. At this time, the customer has confirmed the bin was removed from their property, and we have credited the account for our error and customer's inconvenience. 

• Initial Complaint

  Date:07/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used the Dumpster service which Pelican Waste services and provides dumpster since 2019 possibly longer I know I was having problems with getting my dumpster dumped since 2019 that was my first email request to Rubicon to cancel service. I would normally call Pelican and they would tell me they were coming, and no one would come. I don't think I ever got service on Holiday weeks which I did not include in the 15 plus missed services I reported to them. Approximately 3 months ago I was only dumped 2 out of 7 weeks I had to store a Box truck load of garbage 3 weeks which I need to conduct business. I stopped talking with Pelican and communicated more with Rubicon and was requesting cancellation a number of times in addition to all of the request in phone calls and emails in the past with no response. As a last resort I cancelled my debit card then I began to get responses from them they finally gave me a cancellation link and want me to give a debit card number for a bill of 102.00 and 150.00 dumpster pickup. I do not trust giving them a card number again and through all the missed services they should waive any fees and pick up the dumpster. I got a message yesterday that they are going to increase my charge to fair market value and back date to 1/1/2022 which all of the previous bills except one I saw in the cancellation link for I think 6/ 22 have been paid. I also do not think cancellation should be so difficult if you request cancellation, they should pick it up and they could have charged the pickup fee if they had responded while they had my debit card. I had no choice but to stop paying in order to get a response. They breached contract by not servicing weekly also not crediting me when I did report no service to them which you have 24 hours to report, and I had no defined service day it was Thursday or Friday. On Friday I would contact Pelican instead of Rubicon and they would tell me they would come. I appreciate your help with this have a great day !

  Business Response

  Date: 07/27/2022

  Customer began service with Rubicon in August 2018. Shortly
  thereafter, the customer reported a missed pickup to Rubicon. We confirmed with
  our hauler that they did not have access to the site during the attempted
  pickup times and asked if we could provide a key. The customer refused giving
  key access but we were able to negotiate with the hauler to service during the
  open business hours. Unfortunately, this is not something our haulers can normally guarantee.  
  We had not heard again from this customer until December
  2019 when he reported a missed service. The hauler confirmed they had a truck
  go down, at Rubicon’s expense, we arranged a courtesy extra pickup and double
  dump as a recovery. After this, the next time we heard from this customer was December 2021
  for a missed pickup. This service was credited to their account the following
  week.
  The next time we received communication from the customer
  was June 2022, in which the hauler confirmed there was furniture in the bin. Furniture cannot be placed in a front load
  as it can damage a truck. Pictures attached. It also looks like the
  hauler had changed some of their routing, resulting in misses to the customer
  on days they would not provide bin access. Again, we cannot
  guarantee service times, only frequency.
  By the customer’s own admission, they did not reach out to
  Rubicon directly until recently. As the contract is with Rubicon, we need to be aware of any issues so that we can
  resolve in a timely manner and, if needed, swap haulers. Haulers
  will not have service records going back months at a time. On 6/30 he
  requested to cancel services with Rubicon, but never completed
  the cancellation link, so services continued to be rendered.  We've now ended the service effective 8/1. We do have a 30 day
  cancellation policy, but given there were reported issues in June, I’m
  willing to waive the August invoice. I will also credit the removal fee as a courtesy. Customer is liable through July 2022.  

  Customer Answer

  Date: 08/02/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: My first request to cancel service was 12/ 17/ 2019 in email with various other request in emails and on the phone. I set up this account only because they could service my account weekly Thursday through Sunday 10-4 and if special instructions are not attached to my account, it is such a shame for the customer. I have been in the service business prior to this business for about 40 years we knew our customer needs and took care of them we didn't make excuses and we never missed them on holiday weeks in fact in the slogan if they weren't delighted it was free never had to give a free service. I would talk with the truck driver he asked me not to put mattresses in the dumpster, so I didn't. I had sofas in the dumpster almost every other week nothing was ever said.  until a few months ago **** told me she works at Rubicon it was the reason she said I was skipped 5 weeks. I'm not really sure how Rubicon or Pelican waste think just ignoring service to a customer or refusing to cancel service is going come to a useful outcome. My only alternative was to cancel my debit card if you request cancellation of service, it should be done. I thank you for your help on this matter the fact is they breached our agreement long ago for weekly service and if for some reason they did not have the knowledge or resources to service me as agreed they should have requested to me that we should end our agreement. I tried to send emails like I did for the Attorney General's office, but I could not do it. Have a great day! 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 08/04/2022

  We have no documented requests to cancel in 2019. As stated previously, each service issue reported to Rubicon prior to June 2022 was dealt with immediately and credited to the account or, a courtesy pickup was scheduled. In June 2022 we began to hear from this customer regarding service issues which their hauler confirmed was due to non-accepted materials. Some drivers may not see such materials if the bin is able to be closed but it is up to their discretion whether or not to service as it is a safety issue. As mentioned before, I am waiving the August invoice as well as the removal fee.