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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

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Rumpke Waste & Recycling has 47 locations, listed below.

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    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

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/02/2024

      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.
      I pay Rumpke roughly $125.00 every 3 month, in which every 3 months the price is different. I’ve had Rumpke for several years and they’ve always picked my trash up, until here recently whenever they got a new employee that says the trash container that I pay for every 3 months for years is too heavy for their lift to lift! The employee that’s picking up the trash now doesn’t even use the lift, he grabs the bags of trash out of the container. I mainly use 13 gallon trash bags, here and there there maybe the 33 gallon trash bags of trash. My husband had called Rumpke and the lady got hateful on the phone with him on June 27th. On June 28th I had called Rumpke and the lady was going to get hateful with me until I told her that whomever they hired for this route where I live doesn’t use the lift and was grabbing the bags by hand and I told her my trash needed emptied and she said that she would see what she could do. My trash gets picked up on Wednesdays and I have more trash than normal this week. I’m wanting all my trash completely empty and not half done like last week and other weeks prior.

      Business Response

      Date: 07/10/2024


      July 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 *** *** directly,
      we believe we have resolved the issue she was experiencing.

      We appreciate *** ***** business and look forward to providing her with
      excellent service moving forward. Please contact me if additional information
      is required.


      Sincerely,

      Jessica S******
      Rumpke Waste and Recycling
      Customer Service Manager


    • Initial Complaint

      Date:06/20/2024

      Type:Order 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.
      Can’t get out of rollover contract. Their communication and service is poor and they are holding us hostage for another 2 years

      Business Response

      Date: 06/28/2024

      June 28,
      2024


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

      Customer
      Information ID ********
      *****
      ******
      *** * ******** ***
      ************ ** *****
      Daytime Phone: ###-###-####

      Dear *** *****,

      Thank you
      for the opportunity to respond to issues submitted by *** ******. First and foremost, we apologize
      for the experience and undue frustration. We take matters like this one very
      seriously and want to make things right. 

      *** ******
      signed a contract for Rumpke’s commercial services and per the contract early service
      cancellation requires payment of cancellation fees. Despite multiple efforts to
      reach *** ****** to discuss, we will cancel his service, remove all containers
      from the property and waive related cancellation fees.

      Please
      contact me directly if you have any questions or require additional
      information.

      Sincerely,

      Connie
      H*******
      Rumpke
      Waste and Recycling
      Customer
      Service Manager

      Customer Answer

      Date: 07/08/2024

      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 appreciate the quick resolution. I wish that this could have been resolved without this intervention.



      Regards,



      ***** ******

    • Initial Complaint

      Date:06/19/2024

      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.
      Hello,
      I’m filing a complaint against Rumpke for harassment and their unwillingness to cancel my contract for cause. I have all the documentation to support my complaint and will happily send them. There are multiple emails and a text thread so you may want to provide me an email address.

      Thanks,
      ****** ****

      Thank you,
      ****** ****

      Business Response

      Date: 06/24/2024

      June 24,
      2024


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

      Customer
      Information ID ********
      ****** ****
      ***** ********* *****
      *********** ** *****
      Daytime Phone: ###-###-####

      Dear *** *****,

      Thank you
      for the opportunity to respond to issues submitted by *** ****** ****. We are
      very sorry for her experience and take the accusations she has made very
      seriously. Please rest assured that we have investigated this situation fully by
      interviewing each team member that participated in correspondence with *** ****, as well as by reviewing all phone recordings and email transmissions. We have
      found no evidence of customer mistreatment at any time.

      *** ****
      had both residential and commercial services with Rumpke. She contacted us to
      cancel her residential and commercial service accounts. We cancelled her
      residential service per her email request and removed the Rumpke-owned trash
      containers from her property on June 20.

      However,
      *** **** had signed a contract for Rumpke’s commercial services and per the
      contract early service cancellation requires payment of cancellation fees. Despite
      multiple efforts by various members of Rumpke’s sales and management team to cooperate
      with *** **** to meet her demands and attempt to reduce cancellation fees, *** **** remains unsatisfied.

      At this
      time, we will cancel her service, remove all containers from the property and
      waive related cancellation fees. Again, we are very sorry we were not able to
      reach a resolution however at this point we must take steps to **** protect our
      team from further unfounded accusations and harassment.

      Please
      contact me directly if you have any questions or require additional
      information. We have substantial records on file relating to this customer
      account.

    • Initial Complaint

      Date:06/14/2024

      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.
      My ******** walker was taken by Rumpke employee without permission or request. No one from Rumpke has replied to multiple requests from me to replace it. The property manager has also requested attention and we have an eyewitness neighbor who told Rumpke employee not to take my walker as I used it daily. The walker was not set out for pickup and I had no trash barrels out either. It was a regular trash pickup day but everything was at the garage door not at the driveway end or curb.
      I filed a report with the ******** Sheriff Office.
      I just want my ******** replaced. It was a heavy duty model with seat and storage compartment. I’m disabled and use it both in my home and outside.
      I’ve been totally ignored by Rumpke. I advised the rep in the call center that I don’t answer calls that have no id. If they called no voicemail was left.
      A copy of the eyewitness statement was sent to Rumpke last week. The incident occurred on Friday May 31, 2024.
      If you need a copy of the statement I’ll have to ask the property manager to send it. I don’t have a computer set up in my place or a printer.
      I’ll need your email address if so.
      Just FYI, I live at ***** **** in the **** section.
      Please help get this settled.
      Thank you.

      Business Response

      Date: 06/19/2024

      June 19, 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. First and foremost, we apologize for this experience and any
      inconvenience.

      After receiving this notification, our team
      reviewed the account in question and spoke to *** ****. We believe we have addressed all issues.

      We appreciate *** ****** business and look
      forward to providing her with excellent service moving forward. Please contact
      me if additional information is required.

      Sincerely,

      Juanita H*****
      Rumpke Waste and Recycling
      Customer Service Manager

    • Initial Complaint

      Date:06/13/2024

      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.
      After having Rumpke for over 20 years, I have never been so disappointed in the service (or lack thereof) I have encountered in the last 3 months. Our driver has thrown trash all over the driveway and ditch multiple times, left cans half full of garbage twice, skipped over our house a few times. When leaving two weeks' worth of trash out the following week (because we were skipped the previous week), the driver left the "extra trash" sitting next to the can. (There wouldn't have been more than two cans if he had done his job in the first place).
      When calling to report this behavior, I was called a liar by the route supervisor and driver. All the reps have been extremely rude and condescending. After months of this treatment, I called and cancelled services and was told to leave cans at the end of the drive, 7 days later, the cans are still there.
      I called in and was told I didn't cancel...although, I have a recording of my own proving I did. I requested they play the call back and listen because the request was made. I was told I would be credited for the poor service and that was not honored either and when I asked about the credit, I was told they never offered more than 2 weeks even though this had been an ongoing problem that I had reported for 3 months. I am absolutely disgusted at the customer service and treatment from Rumpke I will NEVER use their services again for my residential or businesses.

      Business Response

      Date: 06/19/2024

      June 19,
      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 can confirm that her
      account was credited for a total of 4 weeks of service. We spoke to *** ****** by phone regarding the actions taken and to confirm
      the removal date of the Rumpke trash carts.

      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:05/31/2024

      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.
      I pay them over $70 to pick up my trash. They said that I could put out their can and up to 6 bags of trash out a week. I have had them for almost a year and every week I put out the can and 6 bags. Up until thale last three weeks they have picked up all of my trash. The last three weeks they have only emptied my can and leave the bags and when I call them all of a sudden they are saying that I am putting out to much when I only put out what they told me I could when I hired them as my trash company. Something needs done because they shouldn't be allowed to lie to customers and not do what they said they would do.

      Business Response

      Date: 06/06/2024

      June 6, 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 and email. Although we were
      unable to speak to *** ****** directly, we believe we have resolved the issue she was
      experiencing.

      We appreciate *** ******** business and look
      forward to providing her with excellent service moving forward. Please contact
      me if additional information is required.

      Sincerely,

      Juanita H*****
      Rumpke Waste and Recycling
      Customer Service Manager
    • Initial Complaint

      Date:05/29/2024

      Type:Service or Repair 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.
      Just moved into my first home, arranged for trash services with rumpke because some of my neighbors also use them. Have to pay for 3 months in advance, service was supposed to start April 15th. It took 3 weeks and 4 phone calls for my trash to even be picked up the first time. And they still miss it every week. I have to call and remind them to get my trash every single week. Going on 7 weeks now. I even see the truck drive by my house every Monday. So they see my trash, however I think it's the driver's being lazy because my trash bin is smaller so they actually have to get out of the truck to collect it. It's really makes me frustrated that a full grown adult is so incompetent, or lazy, that they can't remember to get a paying customers trash. Needless to say I'll be switching to a competing service if this isn't fixed before these first 3 months are up.

      Business Response

      Date: 06/04/2024

      June 4, 2024


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

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


      Dear *** ****,

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

      After receiving this notification, our team
      reviewed the account in question and spoke to *** ****** regarding his concerns.

      We appreciate *** ****** business and look
      forward to providing him with excellent service moving forward. Please contact
      me if additional information is required.

      Sincerely,

      Juanita H*****
      Rumpke Waste and Recycling
      Customer Service Manager

      Customer Answer

      Date: 06/04/2024

      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:05/28/2024

      Type:Service or Repair 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.
      We are having a continual problem with our recycle not being picked up. It has been skipped 3 of the last 4 weeks and this is not the first time this has happened. We have called numerous times and talked with different people and the problem persists. When they have failed to pick up the recycle we have been told they will pick it up within 48 hours but this has never happened. We have been told we would get a call back regarding the problem but this has never happened. Last week the recycle was skipped again and when I called the supervisor said there was a note that the bin was not at the road. This was not the case- the trash bin and recycle bin were taken to the road the night before our scheduled pickup. Not only are they not picking up the recycle- now the driver is lying about it. We have been told "operations" has been notified and will resolve the problem- this has not happened.

      Business Response

      Date: 06/02/2024

      June 2,
      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 this complaint seriously. We
      apologize for the inconvenience they have experienced as this is certainly not
      Rumpke’s standard of service.

      We are pleased to share the recycling was collected on Friday, May 31, 2024. As
      always, our goal is providing friendly and reliable service, and we apologize
      that this has not been their experience. We have discussed the problems with
      our operations team and believe that we have identified the issue with their
      service.

      A member of our team spoke to *** ****** by phone regarding the service issues.
      Should he require further assistance he is welcome to contact me directly. My
      phone number and 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

      Customer Answer

      Date: 06/08/2024

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********.  After I filed the complaint with the BBB a supervisor from Rumpke called me and we discussed the issues. My family and I have decided to cancel our recycling service with Rumpke due to the difficulties we have have experienced.  I am not confident that the problems that we experienced will be resolved.  I do not think further action is required and would consider the "case closed".  I appreciated how quickly the BBB acted and got Rumpke to address the issue. 

      Thanks



      ***** ******

    • Initial Complaint

      Date:05/28/2024

      Type:Order 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.
      My husband and I own apartments and Rumpke was our service provider for waste removal via a dumpster for our tenants' weekly trash removal. During the time this service was provided damage to the property belonging to a homeowner behind the apartments occurred on at least 3 occasions by the driver who performed the trash removal. The first was the scraping of the dumpster on the shared privacy fence resulting in a deep scrape about 3 ft long. The 2nd was breaking the top of 2 panels on the same fence during pickup. Lastly, driving at least 2 times through the edge of the neighbor's yard to approach the dumpster rather than using the at least 20ft wide gravel lot on which the dumpster sits. Rumpke did fix these issues only after us making a complaint. The neighbor whose property was damaged is a very important relationship because she keeps an eye on our rental apartments and notifies us of any issues since we do not live there. My husband did sign a 3rd consecutive 2- year service contract. All of these events occurred during this last service contract, we had no issues during the 2 previous contracts. We found another service provider and notified Rumpke to come pick up their dumpster. We were informed at that time there would be an early contract termination fee ($1331.54), and that we needed to submit in writing a cancelation of service 2 weeks prior. There may have been one pickup in May but the entire 200 was paid that usually accompanies weekly pickup for the entire month. We were notified the fee would come out of the account on May 21st. May 8th 2024 I spoke with Lance who said he would talk to his supervisor; he texted next day to say it was in review. No more contact with us occurred and the money was removed on May 21st. I understand the need for contracts to maintain service agreements, but I believe the contract was voided with their service resulting in damage to the property several times. Contract Termination refund requested.

      Business Response

      Date: 06/03/2024


      June 3, 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 *** ******** directly,
      we believe we have resolved the issue she was experiencing.

      We appreciate *** ********** business and look
      forward to providing her with excellent service moving forward. Please contact
      me if additional information is required.

      Sincerely,

      Jessica S******
      Rumpke Waste and Recycling
      Customer Service Manager

      Customer Answer

      Date: 06/04/2024

      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:05/22/2024

      Type:Service or Repair 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.
      My wife had paid for Rumpke trash and they told us it would take about two business weeks to get our trash cans from Rumpke it is now been about a month and a half and I still do not have any trash cans delivered to my residence but if we were to miss the payment they would come and get these trash cans the very next day they are highly unprofessional as we have called multiple times about this issue and they keep telling us that they're on their way which is obviously a bold-faced lie because like I said it's been a month and a half now and still no trash cans I don't understand how they can charge someone for a service they're not getting yes they will still take our trash but I have nothing to put my trash in that is a problem for me as I have a 5-month-old son and had a bad mouse problem last year and I'm not trying to repeat that and I'm trying to keep the trash to a minimum please help Rumpke has been unwilling to rectify the problem

      Business Response

      Date: 05/28/2024


      May 28, 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 spoke to *** ***** regarding his concerns.

      We appreciate *** ***** business and look
      forward to providing him with excellent service moving forward. Please contact
      me if additional information is required.

      Sincerely,

      Jessica S******
      Rumpke Waste and Recycling
      Customer Service Manager

      Customer Answer

      Date: 05/31/2024

      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,



      ****** *****

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