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
- 395 total complaints in the last 3 years.
- 139 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/19/2024
Type:Service or Repair IssuesStatus: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 have been Rumpke Waste and Recycling customers for many years with minimal complaints up until the last couple of years. Over the past couple of years, I have had to call on several occasions to report that my garbage was not picked up on our scheduled service day. Each time, I have been told that the garbage would be picked up with in 48 hrs. This almost never happened. The garbage usually sat until the next pick up date. During these calls, I was told that the problem with my service would be corrected, it was not.
In the past few months, this problem has persisted, which I documented by calling the company every time. As before, I was assured that the problem would be corrected. It has not.
In the past eight weeks, our garbage has not been picked up on its scheduled service date, all eight weeks.
I have called and documented this with the company. I have offered to meet with a representative from the company at my location to see if a resolution can be reached to this problem. I have been told that route supervisors do not meet with customers. On at least two occasions, I have been told, by a customer service supervisor that this would be resolved and someone would call me back with information. This has not happened.
After calling customer service numerous times and requesting to speak to someone that can help resolve my concerns and to meet with someone to problem solve the issue, I feel like I have no other recourse but to suspend my auto pay for this service until my concerns are resolved, and to file this complaint with the Better Business Bureau.Business Response
Date: 03/20/2024
March 20, 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 are pleased to share the trash was collected on Tuesday, March 19, 2024. We
have addressed the issues regarding the service with our operations team and
are confident the issue is resolved. A credit has been applied to *** *********
account for the missed collection.
Should *** ******* require further assistance he is more than welcome to
contact me directly. My phone number and direct extension are ###-###-####.
Sincerely,
Ashley
H*****
Rumpke
Waste & Recycling
Customer
Service Supervisor
Cincinnati
RegionCustomer Answer
Date: 03/22/2024
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:03/15/2024
Type:Service or Repair IssuesStatus: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.
In early 2023 many residents of the private lane I live on decided to go together for a shared dumpster. Most had 95 gallon carts at this time. We did not enter into the arrangement with them and maintained our regular service. After the dumpster was delivered Rumpke picked up all the carts belonging to everyone on the lane including ours and others who had not entered into the arrangement for the dumpster. I called to discuss this and they stated ours must have just been stolen the same day and time they picked everyone elses up so they charged us a redilvery fee (charged 4/18) to have a can brought back. Not too long after that the rest of the residents also moved to the dumpster, we still did not. When Rumpke picked their carts up, again, ours also went missing that same day and same time. They again charged us a fee (charged 6/6) to have a can brought back. I do believe we did receive a credit for 1 of the 2 charges after much back and forth. Now, I pay for weekly pickup with a Tuesday service day. It is 3/15 and my garbage has not been picked up since 2/27. I have called on 3/12 (2nd missed service day) and was advised 24-48 hours for someone to come back out. After that did not happen I call on 3/15 and was advised that I was supposed to call back after 3/12 in order to get someone back out. This is not what I was advised on that call. On the 3/15 call I was also advised that now she could get someone out in 24/48 hours to do the pickup and if that one is missed then I can call back to get a week credit. My next scheduled pickup date is 3/19 so in 48 hours (3/17) they will have essentially already missed the 2nd week. Not only has the service been terrible, the customer service has been abhorrent and has seemed disinterested in trying to help resolve the issues brought to them.Customer Answer
Date: 03/20/2024
The business did reach out and they did make things right. At this time they have resolved the issue and confirmed the circumstances that created it have been reviewed and those involved have been updated. I would like to have this claim deleted or closed or in some manner marked that it was amicably resolved.
Thank you,
****** * ******Initial Complaint
Date:03/14/2024
Type:Billing IssuesStatus: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.
I started my trash service with Rumpke on Feb 2, 2024. When I signed up for service, I was told that my trash service would cost $26 per month. As in, that would be my total bill before taxes. However, when I received my first bill I was charged $46.50 for trash service. I was additionally charged fees of $7 for "95 GAL CART-MSW" and $10.46 for "FUEL SURCHARGE". I was never told, verbally or via email, that I would have to pay a monthly fee for my trash bin or for fuel for the trucks. If they had told me when I was signing up, I would not have gone through with signing up. I agreed only to $26 per month.
Before the first bill arrived, I added recycling service. I did this via email and have proof that I was told it would cost $6 per month with no mention of fees. On my second invoice, I was charged $69 for trash, $10.50 for the trash bin, $16.50 for recycling, $11 for the recycling bin, and $20.15 for the fuel surcharge. Customer service tried to explain that bills are charged per quarter, but even if I paid for the entire quarter of Jan-Mar, that would only have been $73 for trash and $18 for recycling. The representative actually told me I was being charged for Feb-June and was prorated for Feb-Mar. I don't understand this because I cancelled service in Mar, and I will not receive any service for Apr-Jun.
I am very upset that the prices I was told I would be charged do not match the prices on my invoices, and further that I am being charged monthly fees I was never told about and never agreed to. Rumpke should have explained all the prices, fees, and quarterly billing up front. I am happy to pay $52 for trash for Feb/Mar and $12 for recycling, but I vehemently refuse to pay my $190.61 invoice for less than 2 months of service.Business Response
Date: 03/15/2024
March
15, 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 are sorry to hear that *** ****** feels
that she was incorrectly billed. Rumpke’s goal is to be transparent with
pricing to prevent any surprises when the bill arrives. We reviewed the phone
call between *** ****** and our Customer Service team. She was advised that the
cost for trash service would be $29 per month, which includes a fluctuating
fuel surcharge. She was also advised that the rental trash cart would be an
additional cost of 3.50 per month. *** ****** emailed our Customer Service team
on February 12, 2024, requesting to add recycling service. At that time, she
was advised that the charge for the service would be an additional $6.00 per
month.
*** ****** has since contacted our office to
cancel the service effective March 8, 2024. The remaining charges due to Rumpke
are $48.91. This balance covers the billing period of February 2, 2024, through
March 8, 2024.
We were unable to speak to *** ****** to
address her questions, but we would be happy to discuss her billing in more
detail. She can contact me directly with any additional questions at ###-###-####.
Sincerely,
Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati RegionCustomer Answer
Date: 03/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.I would like the opportunity to review the phone call where I was supposedly informed of the fuel surcharge and bin fee and agreed to the added costs. I never received this information in writing and I never signed any contract or anything similar agreeing to pay these extra fees. And without any written agreement, the only proof I supposedly agreed to these charges is that phone call.
My current invoice shows a total bill of $190. Until I receive an updated invoice showing only the costs I agreed to pay for the term I received service, I will not be paying my bill.
I decline to speak with Rumpke on the phone because there is no paper trail of what was said that can be referred back to and they've already shown they lie about what is said on phone calls with customers.
***** ******
Business Response
Date: 03/19/2024
March 19, 2024
Better Business Bureau
Attn: ***** ****
1 E. Fourth St., Suite 600
Cincinnati, OH 45202
RE: Complaint number ********
***** ******
**** ******** ***** **
************ ** *****
Dear *** ********,
Thank you again for the opportunity to
address *** ******** concerns.
We are happy to review the call with *** ******. While we are unable to forward the recording to her, *** ****** is welcome
to call me at ###-###-#### for review.
*** ****** is correct that she was not required
to sign a contract as this is not a requirement for residential service. The balance
reflected on the invoice mentioned in *** ******** complaint covered the billing
period of February 2, 2024, through June 30, 2024. This has since been updated
to reflect the credits applied due to service cancellation. The current balance
is $48.91.
Please see attached for a copy of the billing
history, including the adjustments mentioned. We look forward to speaking with *** ****** and as always if you have any questions, please don’t hesitate to
contact me directly.
Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati RegionCustomer Answer
Date: 03/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.I have yet to receive a written invoice for the amount of $48.91 and my account still shows that I owe $190. Please provide me with an updated invoice and a mailing address for me to send a check and I will pay $48.91 to have close this matter.
Regards,
***** ******
Business Response
Date: 03/25/2024
March 25, 2024
Better Business Bureau
Attn: ********* ********
1 E. Fourth St., Suite 600
Cincinnati, OH 45202
RE: Complaint number ********
***** ******
**** ******** ***** **
************ ** *****
Dear *** ********,
Attached is a copy of the final invoice for service.
We have also mailed a copy, along with a return envelope, should it be necessary.
If she would prefer, *** ****** is welcome to pay online at **************** , additional fees may apply for online bill pay.
Please contact me if additional information is necessary.
My phone number and direct extension are ###-###-####.
Sincerely,
Ashley
H*****
Rumpke
Waste & Recycling
Customer
Service Supervisor
Cincinnati
RegionCustomer Answer
Date: 03/25/2024
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.
Regards,
***** ******Initial Complaint
Date:03/12/2024
Type:Service or Repair IssuesStatus: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.
Since getting Rumpke service after they purchased our previous provider we have had constant problems with having our trash and recycling collected. I have called over 20 times to remind them that they forgot to collect. I have had this issue happen again and will be contacting them again tomorrow. I have never had such an awful experience with a company and never even had to call a sanitation company. This company continuously purchases the competition and can not even provide consistent service, thus creating a monopoly now raising prices and driving out competition. Their website advertises being recognized as one of the ****** ****** best managed companies and this can not be further from the case with a simple service being consistently missed. We have been paying $90 tri-monthly and now that they purchased yet another company they have raised their rates to over $100 to absorb the cost and still miss pick up.Business Response
Date: 03/19/2024
March 19, 2024
Better Business Bureau
Attn: *** ***** ****
* ** ****** **** ***** ***
*********** ** *****
Complaint ID: ********
***** ******
**** ******* ***
******** ** *****
Dear Ms. *****
Thank you for the opportunity to address Mr.
******* concerns. First and
foremost, we apologize for this experience and any inconvenience.
After receiving this notification, our team
reviewed the account in question and contacted Mr. ******. We believe we have
addressed the concerns to his satisfaction.
We look forward to
providing Mr. ****** with exceptional service
for years to come.
Sincerely,
J****** H*****
Rumpke Waste and Recycling
Customer Service ManagerInitial Complaint
Date:03/08/2024
Type:Service or Repair IssuesStatus: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.
Services were canceled with the last pickup date to be February 23rd. I was told to leave our trashcans out and they would be picked up within 7 to 10 business days. After 7 days, I called and was told that the last day of service should have been March 1st, different than what I was told before. The cans continue to sit at the curbside 10 days later creating a nuisance within the neighborhood, especially on windy days.
These need to be removed by the company. It should not take multiple calls to get this done.Business Response
Date: 03/11/2024
March 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 Mr.
********** concerns. First
and foremost, we apologize for this experience and any inconvenience.
After receiving this notification, our team
reviewed the account in question and contacted *** ********. We believe we have
addressed the concerns to his satisfaction.
Please contact me directly if you need
additional information.
Sincerely,
Juanita H*****
Rumpke Waste and Recycling
Customer Service ManagerCustomer Answer
Date: 03/11/2024
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:03/02/2024
Type:Service or Repair IssuesStatus: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.
Had rumpke waste since 2000! In 2017 i switched to elkins waste! Rumpke bought them out! I had a 2 cu ft dumpster! Rumpke states that i was under a contract which i never signed! I moved and called to have the dumpster moved to my new house in which they tell me that i owed over 1000.00 and its still not clear what for other then the so called contract! They moved my dumpster a week ago to my new house then a week later came and took it back due to the so called balance that they said they adjusted off! Rumpke employee was very very rude and i was not notified at anytime that there was a balance or that they were comin to get the dumpster! There r no other trash companies in my area and i have a business that i need a dumpster! I have paid in full all these years for them to pick up my trash and they said my balance was zero but they still took the dumpster! I want it back as soon as possible! Please help me!Business Response
Date: 03/07/2024
March 7,
2024
Better
Business Bureau
Attn: Ms. ***** ****
* ** ****** **** ***** ***
Cincinnati,
OH 45202
Complaint
ID: ********
***** *****
***** ***** ******** ***
*********** ** *****
Dear Ms.
*****
Thank you
for the opportunity to address Mr. ******* concerns. First and foremost, we apologize for this experience
and any inconvenience.
After
receiving this notification, our team reviewed the account in question and
contacted Mr. ****** We believe we have
addressed the concerns to his satisfaction.
We
look forward to providing Mr. ***** with exceptional service for years to come.
Sincerely,
Jessica
S******
Rumpke
Waste and Recycling
Customer
Service ManagerInitial Complaint
Date:02/26/2024
Type:Service or Repair IssuesStatus: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 been paying for a recycling toter for a year and a half. They are supposed to pick it up every two weeks which has not happened. It has only been picked up three times and I had to complain then it sat on the curb for at least a month before it was emptied. If I’m paying for a service it should be done like they say. I want them to take the money that has been paid off my bill for the year and a half. I would also like to continue to recycle if they can assure me that the service will be done every two weeks. If not I want them to remove the toter from my propertyBusiness Response
Date: 02/28/2024
February 28,
2024
Better Business Bureau
Attn: ***** ****
* ** ****** **** ***** ***
Cincinnati, OH 45202
RE:
Complaint number ********
***** ******
*** ****** **
**** *********** ** *****
Dear Ms. *****
Thank
you for the opportunity to address Mr. ****** 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 recycling was serviced on February 27,2024. We were unable
to reach Mr. ****** by phone regarding the actions taken but would appreciate the
opportunity to discuss the resolution.
Should Mr. ****** require further assistance he 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,
Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati RegionInitial Complaint
Date:02/24/2024
Type:Service or Repair IssuesStatus: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.
I have made multiple complaints to the city in which I live and to Rumpke concerning the poor quality of service I am paying for. The driver(s) will move the cans, after emptying them across the street and sometimes two or so houses down instead of just putting the can back where it came from. The driver(s) either pitched my can or placed it in front of a neighbor's house and that person may have taken the can thinking it was an extra free can, I don't know. I had to get a replacement delivered just recently because of this. Yesterday, 02-23-24 the driver never even picked up my trash. I called in to Rumpke with, yet another complaint and Rumpke sent the driver back out to get my trash. I walked outside to put the can back in the backyard. The driver took the can across the street and knocked it over on the sidewalk. I told the driver to put my can back where he gets it from and nowhere else and then that's when he got smart with me. To make a long story short. The driver and I was near fighting when he picked up something that looked like a propeller prop for a motorboat. I then called 911 and went inside my house and got my pistol. I repeatedly told this guy to leave, and he would not. 911 stayed on the phone the whole time with me. The driver never came on my property, I didn't leave my porch until the police pulled up to the house. Once the driver put his object down, I laid the gun inside my house. The driver went to the cab of his truck. I stayed on the porch both continually yelling at each other until the police showed up. The police tried to contact the route manager and that person never answered and as far as I know never returned the call. The police listened to us both and finally sent the driver on his way and I went inside my home. This could have gone bad really quick and Rumpke management would be to blame because of the lack of customer follow up / care of complaints and concerns from their customers.Business Response
Date: 02/27/2024
February
27, 2024
Better Business Bureau
Attn: ***** ****
* ** ****** **** ***** ***
Cincinnati, OH 45202RE:
Complaint number ********
****** **********
**** ****** ******
Cincinnati,
OH 45212
Dear *** ****,
Thank
you for the opportunity to address *** ************ concerns. Customer service
is especially 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 were able to speak to *** ********** by phone regarding the actions taken.
Should *** ********** require further assistance he is more than welcome to
contact me directly. My phone number is ************.
Please
feel free to reach out to me if additional information is needed.
Sincerely,
Carolyn M*****
Rumpke Waste & Recycling
Region Customer Service ManagerBusiness Response
Date: 02/27/2024
February
27, 2024
Better Business Bureau
Attn: ***** ****
1 E. Fourth St., Suite 600
Cincinnati, OH 45202RE:
Complaint number ********
****** **********
**** ****** ******
*********** ** *****
Dear *** ****,
Thank
you for the opportunity to address *** ************ concerns. Customer service
is especially 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 were able to speak to *** ********** by phone regarding the actions taken.
Should *** ********** require further assistance he is more than welcome to
contact me directly. My phone number is ###-###-####.
Please
feel free to reach out to me if additional information is needed.
Sincerely,
Carolyn M*****
Rumpke Waste & Recycling
Region Customer Service ManagerCustomer Answer
Date: 02/29/2024
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,
****** **********Customer Answer
Date: 02/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.
Regards,
****** **********Customer Answer
Date: 03/05/2024
Description: I pay for garbage removal from Rumpke. Contract by the city of ******** ****. In the past 5 to 6 months (multiple complaints) the service has not been fulfilling its obligation. My trash has not been picked up. The can has been taken to where I needed to request a new one. Almost every time the trash has been collected my can is always across the street and sometimes a couple of doors up/down the street. I have had two confrontations with the same driver and the most recent one weapons was involved and I needed to contact 911 and have the police come to the house. 2-23-24.
Satisfactory Solution: This driver is not to be sent back to my area. Rumpke should know who this person is. Do the job and correctly. All it takes is to collect the trash, dump it in the truck and put the can back where it came from. EVERYTIME!
Business Response
Date: 03/06/2024
March 6,
2024Better 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 especially 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 were able to speak to *** ********** by phone regarding the actions taken.
Should *** ********** require further assistance he is more than welcome to
contact me directly. My phone number is ###-###-####.
Please
feel free to reach out to me if additional information is needed.
Sincerely,
Carolyn M*****
Rumpke Waste & Recycling
Region Customer Service ManagerCustomer Answer
Date: 03/06/2024
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:02/24/2024
Type:Billing IssuesStatus: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.
Over the last couple years we noticed our trash bill going up. We were told by Rumpke just price increase. After talking to local friends and our next-door neighbors, we found that we were paying a lot more than they were paying almost 3 times the amount. I contacted Rumpke about this concern, and was told that we were paying too much. They asked if they could get back in touch with me within 48 hours to resolve the problem and I told them that they had 48 hours to get back with me or I was going to file a complaint with the Better Business Bureau I told them also that I wanted all of our records from when they started to increase our price to current date, and that I would like to see this matter resolved immediately, whereas I have done nothing wrong on my end for residential trash pick up. For example, our next-door neighbor with the exact same trash pick up we have is paying approximately $56 for three months and we are paying approximately $132 for three months. we were initially told that just like Wi-Fi rates raise up according to where your location is, so does the trash bill this is an unacceptable response to a query about why my bill is higher than others. We would like to get this resolved immediately and feel we should be compensated for all the additional monies that we have spent for a service that should’ve been in a much lower financial rate. Thank you.Business Response
Date: 02/29/2024
February 29, 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 the experience. Please know, we are committed to providing our
customers with the best service and experience possible.
We reviewed the details
presented and we have corrected the billing on *** *********** account. We
appreciate *** *********** patience in this matter. Please contact me with any
questions.
Sincerely,
Jessica S******
Rumpke Waste and Recycling
Customer Service ManagerInitial Complaint
Date:02/23/2024
Type:Service or Repair IssuesStatus: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.
I receive waste and recycling services from them. Our service day was changed from Monday to Thursday. Before the change we had no issue getting both our trash and recycling picked up. Now they collect our trash but almost never collect our recycling.
I have made multiple calls to the company every time they miss service. On 2/22/24 our garbage was once again picked up but our recycling was not. Calling in to tell them usually does not work and you have to call multiple times to then just hope they collect on the next time you would have service. I just want an assurance that we will get our service on the day we are paying for. If they are unable to provide this service I just need to know.Business Response
Date: 02/26/2024
February 26,
2024
Better Business Bureau
Attn: ***** ****
* ** ****** **** ***** ***
Cincinnati, OH 45202
RE:
Complaint number ********
**** *********
**** ***** ***** ****
********** ** *****
Dear Ms. *****
Thank
you for the opportunity to address Mr. ********* 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 are pleased to share that the recycling was serviced on February 26, 2024. We are confident
we have identified the problem and Mr. ********* should not experience further
service-related issues.
Should Mr. ********* require further assistance he 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,
Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati RegionCustomer Answer
Date: 02/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. They did contact me and my recycling was collected on Monday the 26th. They stated they have identified the issue of driver not going down my part of the road and hopefully this has been resolved.
Regards,
**** *********
Rumpke Waste & Recycling is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.