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

394 total complaints in the last 3 years.
138 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.

Initial Complaint
Date:05/12/2023
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.
They increase the price in the middle of the contract. We got the new contract in January 2023 for the next 3 years with the price of $147.25 which was sent back. What is the meaning of signing a contract we signed for the 3 years in 2023 if you are trying to change in couple of month.
Increased price is $275
Rumpke Jordyn W************ and Andrew B***** supervisor were suppose to correct the bill.
I need this to be corrected because I am not responsible for paying over charged ridiculous bill.
This is so disappointing, no one made any efforts to contact after emailing several times.
If nothing is done will have to look for another service provider.
Business Response
Date: 05/17/2023
May
12, 2023

Better Business
Bureau
Attn: ***** ****
Marketplace Resource Consultant
************************
****** ************

RE: Complaint #********
***** *******
**** ******* ****
*********** ** *****
Daytime Phone: ###-###-####
E-mail: ******************************

Dear
Ms. *****

Thank
you for the opportunity to address Ms. ********* letter.

Our
March price increase reflects recent newer costs passed through to our hauling
operations. We understand Ms. ********* frustration in the immediacy of the
increase following the signing of her new service contract, and upon further
review, we agree increased costs during this time are unprecedented. The
renewed contract failed to reflect the substantial cost increases. However, the new rate reflects the costs of
providing this type of service. We
apologize for this unfortunate error. We
are willing to bill her at the contract rate for services to date and through
the end of June, then terminate the agreement as of that date to give Ms.
******* time to arrange another provider.

Ms.
******* will need to respond to this letter by end of business day, May 25th with her intentions in how to move forward.

If
you have any questions or if additional information is needed, please feel free
to contact me directly.

Sincerely,

Greg
P*****
Sales
Manager, Bluegrass Region
Rumpke
Waste & Recycling
Business Response
Date: 05/22/2023
May
22, 2023

Better Business
Bureau
Attn: ***** ****
Marketplace Resource Consultant
************************
Phone: ************
********
***** *******
**** ******* ****
RE: Complaint #
Georgetown, KY 40324
Daytime Phone: ***** ********
E-mail: ******************************

Dear
Ms* *****

Thank
you for the opportunity to address Ms. ********* follow up letter. As requested, Rumpke will continue to provide
service as stated in the original agreement.

If
you have any questions or if additional information is needed, please feel free
to contact me directly.

Sincerely,

Greg
P*****
************* **** ****
Sales
Manager, Bluegrass Region
Rumpke
Waste & Recycling
Customer Answer
Date: 05/23/2023
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.

They said they will continue with current agreement and price $147.25 per month for three years.

Regards,

***** *******
Initial Complaint
Date:05/10/2023
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.
Cancelled service on April 4th due to moving April 1st. I received a statement today with an extra $50 fee. Upon calling Rumpke, the representative told me the fee was because my trash can was not in place when they came to remove it. I left the trash can in the same exact spot in the front of the home that it has been the entire time I utilized their services!
Business Response
Date: 05/14/2023
May
12, 2023

Better
Business Bureau
Attn: Ms. ***** ****
* ** ****** **** ***** ***
Cincinnati,
OH 45202

Complaint
# ********
Account
number: *********
******* *******
*** ******** ****
Marietta,
OH 45750

Dear Ms.
*****

Thank
you for the opportunity to address concerns presented by Ms. ******** First and foremost, we apologize for the
experience. We take matters like this one very seriously and exceptional
customer service is at the core of what we strive for at Rumpke.

We have worked
to address the issue directly and eliminate the potential for future occurrences
and/or misunderstanding. We have left Ms. ******* a message and believe the
situation has been resolved.

We
appreciate Ms. ********* patience and understanding and apologize for the
inconvenience. Please contact me anytime at ************** if more information
is needed.

Sincerely,

***
Rumpke
Waste and Recycling
Dayton
Region Customer Service
Initial Complaint
Date:05/09/2023
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.
Tried to cancel my service. My contract was signed 3/3/2020 and was automatically renewed on 3/3/2023 by Rumpke. I never received a reminder the date was approaching for a renewal. On 5/8/2023 I received a new contract to sign. I called them on 5/9/2023 to cancel and was told I could not or I could be charged more money. I am a senior living on a fixed income. They said they can pursue me for 6 months of what I was paying monthly plus another $100 to pick up dumpster. Please help I can't afford them anymore and didn't remember my contract was up for renewal on March. It had been 3 years and not even a reminder or e-mail that 3 year anniversary was approaching.

Thank you
*** ******
Business Response
Date: 05/24/2023

May 23, 2023

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 the frustration
he has experienced.

We have since been in
contact with *** ******. At this time, I am pleased to share we addressed the
situation to *** ******** satisfaction.

We value *** ******** time
and hope that we may be able to provide service in the future.

Sincerely,

Jessica
S******
Rumpke
Waste & Recycling
Initial Complaint
Date:05/08/2023
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 first called back around feb/March about getting a love seat picked up. The woman informed me about the free Tuesday every month for my city/township. I didn't make the first pick up. Called back and scheduled the next one. Another wanted me to separate the 2 seats and split it up. 1 that week and 1 the next week. I was not aware there would be an additionial charge. It is 1 item didn't have to be divided. She informed me if I didn't schedule for the free day. That it would be a $15 dollar charge. I was not informed that I would have to pay additional fee for the next wk. Being it was part of the original free Tuesday pick up. Seeing how she told me it was free. Today I recieved an invoice for this 1 item pickup. I watched the truck pick it up with its lift and in it went. Separating it was pointless. Especially since she convinced me it would be easier for the men picking up the items. They didn't pick up anything. The truck lift picked it up. I wasn't in a hurry to have it picked up. It was being used. I only did what she reccomended. And was under the impression I was saving money.So I ended up getting billed for what they told me was going to be a free pick up. My residential trash has went up 3x since 2020. The 1 item pick up has gone up $5 as well. When does it ever end?I dispute the additional charge for that 1 item pick up!
Business Response
Date: 05/15/2023
May 15, 2023

Better Business Bureau
Attn: ***** ****
* ** ****** **** ***** ***
Cincinnati, OH 45202

RE: Complaint number ********
******* ********
**** ******** ***
********** ** *****

Dear Ms. *****

Thank
you for the opportunity to address Ms. ******** concerns. Customer service is very important to us,
and we take his complaint seriously.

We
apologize for the frustration Ms. ******** has expressed as this is certainly not Rumpke’s standard of service. The fee
has been removed from her account as requested and we are pleased to share this
matter is resolved.

Unfortunately, we were unable to reach Ms. ******** by phone but we would love
the opportunity to speak to her she is more than welcome to contact me
directly. My phone number and direct extension are ************** ext. *****

Please feel free to reach out to me if additional information is needed.

Sincerely,

Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati Region
Initial Complaint
Date:05/03/2023
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 trash was not picked up because my TV Box was not flat. This makes absolutely no sense at all. It is a dang thin empty box. I feel that this is just an excuse to not get out of the truck and do the job they are paid to do. No worries, there will be much more trash next week in trash bags since my trash is completely full. I guess making their job more difficult is the name of the game in the world these days. LAZY!!!! I had my trash all packed by the trash bin. I never had a problem with Waste Management. Rumpke's service SUCKS!! And believe me -- I am not the only person that feels this way. Bring Waste Management back.
Business Response
Date: 05/04/2023
May
4, 2023

Better
Business Bureau
Attn: *** ***** ****
* ** ****** **** ***** ***
Cincinnati,
OH 45202

Complaint
# ********
Account
number: *********
**** *****
*** ******** ****
********* ** *****

Dear Ms. ****,

Thank
you for the opportunity to address concerns presented by Ms. *****. First and foremost, we apologize for the
experience. We take matters like this one very seriously and exceptional
customer service is at the core of what we strive for at Rumpke.

We have worked
to address the issue directly and eliminate the potential for future occurrences
and/or misunderstanding. We have left Ms. ***** a message and believe the
situation has been resolved.

We
appreciate Ms. ******* patience and understanding and apologize for the
inconvenience. Please contact me anytime at ************** if more information
is needed.

Sincerely,

Jan
Rumpke
Waste and Recycling
Dayton
Region Customer Service
Customer Answer
Date: 05/05/2023
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. I appreciate the prompt response to this matter.

Regards,

**** *****
Initial Complaint
Date:05/02/2023
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.
Moved into my house in August of 2021, signed up for Rumpke Trash pick up. I ended up cancelling my service due to failure to pick up my trash for 3 weeks consecutively without having to reach out and complain about the fact my trash can is still full.

Fast forward to beginning of April 2023, I was tired of taking my trash to the local dump myself as my new job makes it hard to find time to do so. So after looking around a bit, it seemed like Rumpke was still my only choice, I restarted my service. First pick up was to be made April 19th. I had a friend take my trashcan to the curb on the 18th because I was out of town. My trash can has now sat there since the 18th without being picked up. It is now the 2nd of May. I have reached out every week to get it picked up like before. Every time I am promised someone will be out in 24-48 hours, and then when that doesn't happen and I reach out again, I get told someone will be there on Monday. My trashcan is STILL full, I have trash that needs to go INTO that trashcan that is waiting.

I have been emailing Rumpke about this, earlier today I asked for someone higher up the totem poll to call me so we can get this fixed. They responded that they have requested someone to call me at 1:29pm on the 2nd of May. It has now been 2.5 hours, I still haven't received a call, my trashcan is still full.

I am NOT the only Rumpke customer in this area, and their trash IS being picked up.
Business Response
Date: 05/09/2023
May 9, 2023

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 trash was serviced Wednesday,
May 3, 2023. A member of our team spoke to Mr. ***** by phone regarding the
actions taken and are pleased to share this matter is resolved.

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 Region
Customer Answer
Date: 05/09/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********* at this time I find the response adequate if not delayed. Hopefully my service will continue to properly handled going forward. Tomorrow is the next scheduled pickup, So I will hoping that the service continues to happen and doesn't require me to resort to threats to get some sort of action to be taken.

Regards,

Richar* *****
Initial Complaint
Date:04/29/2023
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 pickup was supposed to come on April 24th. Never came. We have always paid our bill so that’s not an issue. I called them twice. Both times they said they would pick it up. She said they had 48 hours. Never came. It’s now Saturday and they are closed. Great customer service there! My trash is now full. Pure laziness. Typical trash company. I’ve already complained to my townhall. I’m not going to leave it sitting out by the curb all weekend because they are too lazy to come get it. I expect a credit on my bill for this or I will be canceling service and going elsewhere. I don’t have to use the towns service I can go with a private company. I hate being lied to. If you can’t come then just say so, don’t tell me twice you will be here then not show where I have my ugly trash can sitting out on the curb and everyone else’s is taken in.
Business Response
Date: 05/04/2023

May 4, 2023

Better Business Bureau
Attn: *** ***** ****
* ** ****** **** ***** ***
Cincinnati, OH 45202

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

Dear Ms. ****,

Thank you for the
opportunity to address Ms. ******* service concerns. We apologize for the
frustration she has experienced.

I have since been in
contact with Ms. *****. At this time, I am pleased to share we addressed the
situation to Ms. ******* satisfaction.

We value Ms. ******* business and look forward to having her as a satisfied customer for years to
come.

Sincerely,

Jessica
S******
Rumpke
Waste & Recycling
Initial Complaint
Date:04/28/2023
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.
In the past several months I have been having issues with getting my pre-scheduled additional items picked up by Rumpke waste.
Each time prior to normal scheduled pick up I will call and have the items scheduled. I would also adhere to their criteria. There have been several instances where my items would not be picked up and I would have to call and inquire. They've never had an answer as to why. Each time I was told they would be sending someone back to pick them up within the next 24 to 48 hours.... which always actually ended up being the next normal pick up day. I have received 2 credits for this recently. The attached shows details of my most recent issue. I would like to know why this continually occurs.
Business Response
Date: 05/06/2023
May 5, 2023

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 large item was serviced on
Monday, May 1, 2023. A member of our team spoke to Mr. ****** by phone
regarding the actions taken and are pleased to share this matter is resolved.

Should Mr. ****** 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
Customer Answer
Date: 05/06/2023
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,

******* ******
Initial Complaint
Date:04/27/2023
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.
I'm filing a complaint because Rumpke has very poor service. I pay every month on time. I scheduled a bulk pick up and there was confusion on the trash man's part as he took away the recycling bulk not trash. The TV boxes were for recycling. Per the website it states rumpke will remove "branches bundled up to 6ft). I had 6 small bundles. The driver didn't take all take all the bulk items. I called customer service & was rudely told by Tara that they have 24 hours to return to get the forgotten trash. Noone comes wed.. I call back and Tara tells me that they do NOT have to come back. So she has lied to be twice. Her supervisor Wendy is also very rude. She never apologized about the confusion. Rumpke has very poor communication skills. They don't realize that they work for their customers. We pay for a service that is to be provided and they failed to do so. I never wanted it to go this far. But they way they've handled this situation is very unprofessional. I told the drivers supervisor, David, his driver tried to get $20 to come back to pick the trash up. This needs to be resolved. My trash wasn't properly picked up and I've been treated terribly. I will take this my attorney.
Business Response
Date: 04/29/2023
May
1, 2023

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

Complaint
# ********
Account
number: 12-178498
*****
*******
**** ***** *****
********** ** *****

Dear *** ****,

Thank
you for the opportunity to address concerns presented by *** *******. First and foremost, we apologize for the
experience. We take matters like this one very seriously and exceptional
customer service is at the core of what we strive for at Rumpke.

We have worked
to address the issue directly and eliminate the potential for future problems. We
left *** ******* a message and contacted the City of ********* to provide
updates. We also mailed *** ******* a copy of the City of ********* trash
removal contract to offer further explanation. This information is also
available on the City of ********* website.

We
appreciate *** ********* patience and understanding and apologize for the
inconvenience. Please contact me anytime at ###-###-#### if more information
is needed.

Sincerely,

Jan
Rumpke
Waste and Recycling
******
Region Customer Service
Customer Answer
Date: 04/29/2023
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:04/26/2023
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.
I have called Rumpke both yesterday and today to cancel my service at ** **** ****** ******. My Rumpke Customer # *********2.

However, Rumpke told me that only a sales representative could cancel the service and that that person would call me back to do so. So far, they have no contacted me to cancel.

This system seems backwards to me. I just wish to cancel my service. Please help me.
Business Response
Date: 04/27/2023

April 27, 2023

Better Business Bureau
Attn: *** ***** ****
* ** ****** **** ***** ***
Cincinnati, OH 45202

Complaint ***********
******* *****
** **** ****** ***
***** ******* ** *****

Dear Ms. *****

Thank you for the opportunity
to address concerns presented by Mr. ****** We apologize for the frustration
that he has experienced.

We have been in contact
with him and have cancelled his service as requested.

At this time, we believe
the complaint has been resolved to Mr. ******* satisfaction. We appreciate Mr.
******* time and hope that we may be able to provide service in the future.

Sincerely,

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

Customer Answer
Date: 04/27/2023
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.

Thank you for your assistance in this matter.

Sincerely,

******* *****

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