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:04/19/2023
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.
On Monday 4/3 our trash was not picked up by Rumpke. After calling and finally gettin a customer service person I was told they would send someone to collect trash in the next 72 business hours. Wednesday our trash was finally picked up. We have a very strict HOA and I'm sure I will get a nasty gram for leaving trash receptacles on the curb for an extended period of time. I figured this would resolve any future issues.
The following week 4/10, I watched as the trash vehicle passed our house again. I drove in my car to intercept the trash person and find out why they continued to purposefully bypass our home. The driver showed me an interoffice ticket stating to not pick up for nonpayment. I thanked him and went home to call Rumpke yet again. This time I spoke with ******* at Rumpke and determined that I had paid for the entire quarter in advance of service and there was nothing wrong with my account. She said she would call the driver and have him come back. She did not see the do not pick up ticket in her system and asked me to email her the picture I took of the ticket. I emailed her the picture and had no further response. The driver was back to collect our trash later that day.
This past Monday 4/17 Rumpke took our trash can and now I do not have a trash receptacle. I called Rumpke and they said the previous tenant had not paid and they had removed the receptacle based on that account. They said they would try to bring a receptacle in the next 7 to 10 days. They said I had not rented their receptacle and that was the reason for the removal. I explained that when I set up service with them, they had no record of the receptacles that were at the residence and so their customer service person put the service agreement together as customer owned receptacles. Now Rumpke is requiring I pay $3.50 per month to rent their receptacle. I agreed to this demand because I still need trash service and cannot just but bags at the curb.Business Response
Date: 04/26/2023
April 26, 2023
Better Business Bureau
Attn: ***** ****
* ** ****** **** ***** ***
Cincinnati, OH 45202
RE: Complaint number ********
***** ****
**** ******** **** *****
********* ** *****
Dear Ms. ****,
Thank you for the opportunity to address *** ****** concerns. Customer service
is very important to us and we take his complaint seriously. We apologize for
the inconvenience he encountered as this is certainly not Rumpke’s standard of
service.
We are pleased to share the trash cart was delivered on April 22, 2023. Mr. **** is correct, there is a monthly rental fee associated with trash carts that
are not purchased. Unfortunately, we were unable to reach Mr. **** by phone but
would like the opportunity to discuss this further.
Mr. **** is more than welcome to contact me directly. My phone number and
direct extension are ************** ext. *****
Sincerely,
Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati RegionInitial Complaint
Date:04/17/2023
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.
Today Rumpke decided not to collect all of my trash. I set out an old snow shovel next to my bin. The next morning my bin was empty and the shovel was still there. I called customer service and was told I need to pay a fee equivalent to an entire months worth of collection to throw it away because it wasn’t in my bin. I then clarified if I sawed it in half and shoved it in my bin, there wouldn’t be an issue. The fact that Rumpke will not collect a snow shovel because it wasn’t cut in half is completely asinine. The shovel weighs less than 5 lbs!!! Congratulations Rumpke. You just lost a future customer.Business Response
Date: 04/24/2023
April 24, 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
inconvenience he has experienced as this is certainly not Rumpke’s standard of
service.
A
member of our Customer Service team spoke to Mr. ******* by phone regarding the steps
we are taking to prevent this issue from occurring again. 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:04/11/2023
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 needed information about Rumpke residential service. I telephoned the PUBLISHED and ONLY available telephone number {###-###-####}. THREE different times on one, day, then THREE different time over TWO DAYS. A recording instructs the caller to 'select 1, or 2, or 3' -- depending on the nature of the inquiry. The number I selected the first time REPLAYED the exact same recording; I called again and tried a different 'selection': the recording REPLAYED exactly the same way again. I called a third time and tried the remaining selection: same result. Thinking the time of day {NO HOURS OF BUSINESS ARE AVAILALBE}, I waitied until a different time of day {mid-afternoon}. Same result. I tried the NEXT day: same result. Apparently.... the only way to do anything with Rumpke is "on line". That is unacceptable for someone without regular access to WiFi. I, for one, do NOT have a 'smart' telephone. This must not be permitted -- Rumpke claims to be a legitimate local business. Please help to rectify the matter. Rumpke MUST change this policy (whatever the policy is Above all else, they must have someone credible to ANSWER the telephone! Thank you.Business Response
Date: 04/18/2023
April 18, 2023
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.
We spoke with her by phone and are please to share this matter is resolved.
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 RegionCustomer Answer
Date: 04/25/2023
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:04/06/2023
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 moved out of my old house at ***** ********* **** *** ******* ** ***** in February 2022. Cancelled trash service at that time. Paid off final invoice. Rumpke account number **********
Rumpke did not retrieve their trash can. Can was and still is right at curb. Rumpke did not let me know they had not retrieved can, Rumpke apparently charged me ~$82 for the can. They did not let me know. When I did not pay this bill I was unaware of they turned that bill over to collections and damaged my credit rating.
Now a year later I try to finance a house and find that I have this black eye on my credit report. I called Rumpke and paid off this bill. I asked them to help with resolution to the credit bureaus and no help. I ask if there is anyone I can file a complaint with and discuss resolution and there is no help available. Very very poor customer service.Business Response
Date: 04/11/2023
April
10, 2023
Better
Business Bureau
Attn: *** ***** ****
1
E. Fourth St., Suite 600
Cincinnati,
OH 45202
Complaint
# ********
Account
number: 17-107430
*******
*****
*** ** ***** ***
******* ** *****
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 occurrences
and/or misunderstanding. We have been unable to reach *** ***** by telephone. We have emailed *** ***** the confirmation
letter from the collection agency of correction. We believe we have addressed the matter to his
satisfaction.
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 ServiceCustomer Answer
Date: 04/17/2023
Better Business Bureau:
I have reviewed the response to complaint ID ******** and find it acceptable. Thank you BBB for interceding on my behalf and being someone the provider would listen to.
******* *****Initial Complaint
Date:04/03/2023
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.
See attached letter to Rumpke stating my complaint in detail. We want a line-by-line explanation of charges and credits to see how they arrived at their charges.Business Response
Date: 04/06/2023
April 6, 2023
Better Business Bureau
Attn: ***** ****
* ** ****** **** ***** ***
*********** ** *****
RE: Complaint number ********
***** *****
**** ******** ***
*********** ** *****
Dear *** ****,
Thank you for the opportunity to address *** ******* concerns. Customer service
is very important to us and we take his complaint seriously. We apologize for
the inconvenience *** ***** has experienced as this is certainly not Rumpke’s
standard of service.
We have issued a refund in the amount equivalent to the second returned check
fee that *** ***** was charged. As always, our goal is providing friendly and
reliable trash collection and we hope we are able to provide this service again
in the future.
We spoke with **** ***** and should either of them require further assistance, they
are 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 SupervisorInitial Complaint
Date:03/30/2023
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 pay my bill the day I get it, for 3 months at time. That’s for the next 3 months of service $ 76.33 a time. When I started the service it took them 3 weeks to bring me a trash can . I called them multiple times asking for it their answer was it’s order it should be there any day. After I got the trash can it took about 3 more weeks for them to pick up the trash that was supposed to picked up weekly. We had to call service times and complain to get to pick it up. After that they picked the trash up for 2 weeks in a row then didn’t pick it up for 2 more weeks. This continues to be a problem still to this day , they haven’t picked my trash up for two weeks as of now, we have made multiple attempts to get ahold a supervisor to get this resolved however they won’t call back. I truly am not mad about the money, however if you pay for a service, especially in advance you expect to get the service. Not only do I not have the room for the trash, it’s a health and safety issue with trash rotting for weeks before they will pick it up. Especially after animals get into it and I have to keep picking it up.Business Response
Date: 04/01/2023
March
31, 2023
Better
Business Bureau
Attn: *** ***** ****
1
E. Fourth St., Suite 600
Cincinnati,
OH 45202
Complaint
# ********
Account
number: *********
****
****
**** **** ***
**** *********** ** *****
Dear *** ****,
Thank
you for the opportunity to address concerns presented by *** ****. First, 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 spoken
to *** **** and collected the trash. We
believe we have addressed and resolved the issue to his satisfaction.
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 ServiceCustomer Answer
Date: 04/01/2023
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 for now , time will tell if the stick to what they agreed to.
Regards,
**** ****Initial Complaint
Date:03/30/2023
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 had previously had service through Rumpke with no issues and paid to date. My fiancé had also had an old account through them many years ago. Years later being to today's date, I called to set up service to a new address. My fiancé had a previous bin he had bought. While setting up service they informed me that I would be charged 3.50 for their trash bin. I then asked if I could add his bin to the account as to not be charged that 3.50 monthly. I was told to call back to verify that serial number on his bin. When he had called they told him that we could use that bin once he informed them of the serial number. When I called back today to put that bin with that serial number on the account Tiffany had said that we would still be charged the 3.50 monthly on the account. I asked why being that bin was paid for. Because she was unable to say if the bin had been purchased or not ( mind you she had the serial number) she was just going to charge. I then said ok just send me a new bin then and she resorted to getting angry and threatening to come on the property to grab it. This bin was paid for but because she couldn't verify with just the serial number one way or another I was to pay their fee. Then she said they were going to come on the property! I could see if they said that serial number didn't check out as paid (which I would have gladly turned over if no record if it) but, that wasn't the case at all.
To resort to threatening and then not let me start from scratch with a different bin since I was being charged doesn't seem ethical at all.Business Response
Date: 04/06/2023
April 6, 2023
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 *** ******** complaint seriously. We apologize for the experience
she has described as this is certainly not Rumpke’s standard of service.
We
believe in providing friendly service and have reviewed *** ******** complaint
with our customer service team to prevent this problem in the future.
We attempted to
reach *** ****** by phone at ###-###-#### to discuss her experience but were unable to
reach her. We would like the opportunity to speak with her. She is welcome to
contact me directly at ###-###-####.
Please feel free to reach out to me if additional information is needed.
Sincerely,
Ashley
H*****
Rumpke
Waste & Recycling
Customer
Service Supervisor
********** RegionInitial Complaint
Date:03/29/2023
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 rented our property for three years +. They have forgotten to pick up our trash so many times, theyve broken our trash cans several times, they drop our garbage cans in the middle of the street or dead center of my driveway so we cannot pull in unless we park in the street to remove them, and I always have to call and report the issues. This last time (Monday this week) they broke both of our garbage cans. I called Monday and Tuesday for replacements and they still haven't come out and it's EOB Wednesday. I was told I can't throw my garbage out in the trash cans because they want them empty when they pick up. So my house smells like garbage because they are lazy. I was told they aren't in the area so it takes several days to get to us. This is a problem for anyone living in a home that cooks, cleans, etc and creates trash with nowhere to take it due to a lazy and inconsiderate company. The drivers are a serious problem.Business Response
Date: 03/31/2023
March 30, 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 presented by *** *******. We apologize for any
frustration and appreciate the opportunity to investigate this issue and make
things right.
We believe the complaint was
resolved to *** ********* satisfaction.
We continue to value *** ******* ** business and look forward to providing her residence with Rumpke service for
years to come.
Sincerely,
Jessica
S******
Rumpke
Waste & RecyclingCustomer Answer
Date: 04/01/2023
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:03/23/2023
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 moved from **** to ******* in 2019 and paid them in full for services rendered. A year later they started billing me for $39 even though I disputed it. They turned it over to a collection agency who again would not even listen when told it was not accurate and not owed, It is now on my credit report. It is only $39 and it would be easier to pay this erroneous charge but I refuse to pay what I do not owe.Business Response
Date: 03/27/2023
March 27, 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 presented by *** ****. We apologize for any
frustration we caused and we are grateful for the opportunity to investigate
this issue further and make things right.
At this time, we believe
the complaint has been resolved to *** ****** satisfaction. We value *** ******
business and look forward to providing his residence with Rumpke service for
years to come.
Sincerely,
Jessica
S******
Rumpke
Waste & RecyclingCustomer Answer
Date: 03/28/2023
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:03/20/2023
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.
I am completely baffled as to why you would charge a long time paying customer twice as much as a new customer. We had your services for many years and you have been charging us twice as much as other customers. This is the most absurd business practice I have ever seen. I will be making a consumer complaint to the BBB and the Attorney General. You have ripped us off for years. We trusted you to serve us and treat us like a loyal customer. We did not think you would rob us of our hard earned money. I cancelled our service effective 4/1/2023. You were charging us $42.33 per month, more than double the $20.56 you charge a new customer. How can you feel good about this? Very disappointed in you. I cannot tell you how long we were customers but I can see that you have stolen from us for at least 10 years. Shame on you. I will be letting everyone I know about your "thievery".Business Response
Date: 03/28/2023
March
27, 2023
Better
Business Bureau
Attn: Ms. Tammy Beck
1
E. Fourth St., Suite 600
Cincinnati,
OH 45202
Complaint
# 19623630
Account
number: 21-147174
Pam
Ramsey
191
Wiley Rd.
Chillicothe,
OH 45601
Dear Ms.
Beck,
Thank
you for the opportunity to address concerns presented by Ms. Ramsey. We take
matters like this one very seriously and exceptional customer service is at the
core of what we strive for at Rumpke.
Upon
learning about this situation, we gathered more details to determine the most
appropriate next steps. I am happy to report, we have corresponded with Ms. Ramsey
through email and have shared our findings and decision.
We
appreciate Ms. Ramsey’s patience and
understanding and apologize for the inconvenience. Please contact me anytime at
1-800-828-8171 if more information is needed.
Sincerely,
Jan
Rumpke Waste
and Recycling
Dayton
Region Customer Service
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