Business Profile

Garbage Removal

Rumpke Waste & Recycling

Complaints

This profile includes complaints for Rumpke Waste & Recycling's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

397 total complaints in the last 3 years.
139 complaints closed in the last 12 months.

If you've experienced an issue

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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:11/14/2024
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.
Rumpke took over First Class trash service in our area. They had a gag order on First Class until November 1,2024 when they took over to not inform the customers. The information was put on Facebook on November 2, 2024. So we did not set our trash out for Rumpke to pick up due to having fired Rumpke before due to the very poor service they had provided. The
official notification was received by us on November 7, 2024. I called that day to fire them again. Then on November 14,2024 I received a bill for $6.51. The receptionist informed me I owed them for driving by. I am disputing the charge because they did not pick up our trash. The neighbors have Rumpke so Rumpke did not use any extra fuel or time or labor to drive by our house. And further more they did not pick up the last trash day when we fired them the first time. So they truly owed us 1 pick up anyhow.
Business Response
Date: 11/19/2024
November 15,
2024

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

Complaint ID: ********
******** *****
**** ****** **.
Athens, OH *****

Dear Ms. ****,

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

I have contacted Ms. ***** and adjusted her
invoice per our conversation. At
this time, I believe we have addressed Ms. *****’ concerns to her
satisfaction.

We value Ms. ***** time and patience with us regarding this matter.

Sincerely,

J****** S******
Rumpke Waste and Recycling
Customer Service Manager
Initial Complaint
Date:11/13/2024
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.
Billing us when they haven't provided a service
Our contract was purchased from brown sanitation from rumpke
We have 62.40 credit and their charging additional 33.60
Business Response
Date: 11/21/2024
November 21,
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 Ms. *****. First and foremost, we apologize for this experience.

We attempted to contact Ms. ***** by phone
several times without success. We have removed the balance on her account per her
request.

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

Sincerely,

J****** S******
Rumpke Waste and Recycling
Customer Service Manager
Initial Complaint
Date:11/05/2024
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.
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
Date: 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
Date:11/04/2024
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.
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
Date: 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
Date:11/04/2024
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.
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
Date: 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
Date:11/02/2024
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.
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
Date: 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
Date:10/09/2024
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.
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
Date: 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
Date:10/08/2024
Type:Billing Issues
Status:
ResolvedMore 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.
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
Date: 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 Answer
Date: 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
Date:10/08/2024
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.
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
Date: 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
Date:10/02/2024
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.
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
Date: 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
Date: 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

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