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

398 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.

Initial Complaint
Date:03/16/2023
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.
Rumpke buys all smaller company's and increases the prices.
I was paying *** ********** $40 a month for a 2 yrd dumpster.
Rumpke brought them and raised the prices at least 3 time since I've been with them. For the same service, same dumpster the price has raised to $104.43.
Everyone has to have trash services but they cornering the market on it.
Business Response
Date: 03/22/2023
March
22, 2023

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

RE: Complaint
#********

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

Dear *** ****,

Thank
you for the opportunity to address *** ********** concerns. First and foremost,
we appreciate the opportunity to provide *** ******** with friendly, reliable
service. We would like to offer additional insight into Rumpke’s pricing.

Rumpke acquired certain waste collection assets from *** ********** in March
2021. At the time of the acquisition, Rumpke held the *** ********** rate firm
at $40. In March 2022, Rumpke added a fluctuating fuel surcharge to all
customers acquired from *** **********. A fuel surcharge is standard for
Rumpke, as it fluctuates with the ever-changing price of fuel and other
petroleum-based products. Rumpke’s fuel surcharge is well below the fees
of other major competitors in the industry and Rumpke updates the fuel
surcharge monthly. The surcharge is related directly to the national diesel
fuel prices as reported by the Energy Information Administration of the U.S.
Department of Energy (EIA/DOE) in its Retail On-Highway Diesel Prices Index for
the ******* Region. This index is available to the public and is widely
recognized in trucking and transportation industries. Rumpke bases the
surcharge amount on the corresponding diesel fuel price per gallon the last
week of each month according to EIA/DOE prices.

In July 2022, *** ******** experienced a true price increase. This was to
reflect the actual cost of service. Like most other businesses, Rumpke has
experienced significant cost increases in labor, trucks, insurance, equipment,
and maintenance. In order to continue offering quality service, we must pass
that cost onto our customers.

*** ******** did experience
additional price increases this year, and these price increases plus the
fluctuating fuel surcharge has brought her rate over $100 per month.

We understand *** **********
concerns, and we continue to work on improving efficiencies to keep expenses
low, while absorbing as much costs as possible; however, inflationary
challenges make price adjustments inevitable.

Again, thank you for the opportunity to address *** ********** concerns. If you
have any questions or if additional information is needed, please feel free to
contact me directly.

Sincerely,

Greg
P*****
Sales
Manager, ********* Region
Rumpke
Waste & Recycling
Initial Complaint
Date:03/15/2023
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.
03/11/2023 didn't pick my trash up like normal
Business Response
Date: 03/20/2023
March
20, 2023

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

********* * ********
Account
number: *********
****** *******
*** **** ***
*********** ** ****

**** *** ****,

Thank
you for the opportunity to address concerns presented by Mr. *******. 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 a message for Mr. ******* and have
collected the trash. We believe we have addressed the matter to his satisfaction.

We
appreciate Mr. ********* 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:03/15/2023
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.
Rumpke purchased ***** Trash Service and I purchased 158 blue bags at ******* for ***** trash service which cost $188.98 @ 11 units $15.99 plus tax and a few more bags. I live in a condo and I did not get their mail out saying Rumpke bought ***** which was dated 2-24-23. My neighbor told me a couple of days later what was going on so I call Rumpke and the people on the phone said some would call later and that was 2-27-23. Well no one called so I called again 3/15/23 and Rumpke said they are only going to honor my blue bags until 3/24/23. I think this is wrong if you purchase from a business you should honor the Trash Blue Bags. It should have been part of ******* purchase price when Rumpke bought the business. People like me on a fixed income can't afford to take a hit like this. Can you please help. I will take a refund or just let me use the bags. Thanks for your help. ******* **********
Business Response
Date: 03/20/2023
March
20, 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 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 spoken to *** ********** and have reached a
satisfactory solution.

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: 03/24/2023
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:03/15/2023
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.
My city mandates who our trash company is, which normally was not Rumpke. We are forced to use them. I would have no issue with this if they would actually take our trash. We pay our bills on time, pay for an extra can even through the company directly. They state we can have 2 extra bags aside from the cans but then refuse to take them or do anything when we call.
Business Response
Date: 03/20/2023
March
20, 2023

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

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

Dear Ms.
*****

Thank
you for the opportunity to address concerns presented by Ms. ***** 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 left a message for Ms. **** detailing the
resolution and have collected the trash.

We
appreciate Ms. ****’s 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:03/09/2023
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.
On February 9, 2023, a Rumpke Disposal Truck used our driveway to turnaround. We are not a customer so they were trespassing on our property, On leaving the driveway they damaged the pavement as well as partially crushing the drainage pipe. We spoke with someone on the 10th from Rumpke. Was told someone would be by to see the damage. When we saw someone stop at the driveway, my husband walked down to speak with them. They left, turned around down the road, then drove right by my husband as he stood at the end of the drive. We took pictures, sent them to the original gentleman we spoke to, who acknowledged receiving them. We've attempted to reach the company several times since then via phone calls, left messages, and message left on their facebook messenger. We wanted their address so we can send letters and estimates but no one will respond.
Business Response
Date: 03/14/2023
March
14, 2023

Better Business
Bureau
Attn: ***** ****
*********** ******** **********
************************
****** ************

RE: Complaint
number ********
Customer Information:
****** *******
**** * ******* ******* **
************ ** *****
Daytime Phone: ***** ********
E-mail: *****************

Dear
Ms. *****

Thank
you for the opportunity to address Mr. ********* issue. We take matters like
this one very seriously.

We
apologize for the confusion regarding this claim. We have sent the claim to be reviewed by our
Corporate Safety Leadership Team and Mr. ******* will be notified of the
resolution.

Sincerely,

Connie
H
Customer
Service Manager, Louisville Region
Rumpke
Waste & Recycling
Business Response
Date: 03/22/2023
Rumpke Corporate Safety has taken another review of this
claim. The date of loss was Thursday February 9, 2023. This region is a growing
expansion area for our company. From time to time, we purchase assets of
smaller area family trash businesses. As we absorb these salient collection vehicles
into our fleet, they are marked with proper company name and DOT numbers.
Repainting and retrofitting these trucks may take some time, as a practical matter.
There is a possibility that an off-colored truck with Rumpke markings was on
this street in the time period indicated.

On the other hand, our communication with the claimant and
our follow up certainly did not meet our standards. Our district safety officer
took the information and entered a report thinking that another safety manager
was doing the follow up. No one ever responded back to Mr. *******. It has now
been six weeks since the date of loss. Rumpke proposes a business decision
resolution to this BBB complaint. Rumpke will pay Mr. ******* the
invoice/proposal recommended amount of $4,500 to resolve this claim.
Customer Answer
Date: 03/23/2023
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. At this time we have not seen any movement by Rumpke Waste other than the proposed settlement. Still waiting to hear back from them confirming payment has been sent. We anticipate an additional 10-14 days turnaround time.

Regards,

****** *******
Initial Complaint
Date:03/02/2023
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.
I am a homeowner living in ***********, ****. I used ***** for my trash pickup. I used their blue bags. In February I bought two new rolls of blue bags at ******* I used one of them and then discovered that ***** was selling out to Rumpke. I called Rumpke to ask if they were going to honor the blue bag service and they said no. I called Kroger to see if I could return the bags and they told me Rumpke would pick up the blue bags until March 24. It will take me much longer to use my bags. Kroger also gave me the number for *****. It went directly to Rumpke. I really didn’t expect to be treated like this by *****. I expected as much from Rumpke.
Business Response
Date: 03/07/2023
March
6, 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 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 spoken to *** ******* and we believe we have
addressed the matter to her 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 Service
Customer Answer
Date: 03/08/2023
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.

AS LONG AS THEY FOLLOW THROUGH WITH WHAT I AGREED TO WHICH WAS ONE MONTH OF FREE SERVICE USING THEIR RECEPTACLE.

Regards,

**** **** *******
Initial Complaint
Date:02/28/2023
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.
I am enrolled in auto pay at Rumpke. Rumpke withdrew two payments instead of the one that was due on the past statement. I contacted them about getting one refunded and was told that I would get one, but they could not give me a date. It has been three weeks now and I am no longer receiving responses, and there has been no refund.
Customer Answer
Date: 03/02/2023
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.

Hello,

Thank you for the help and communication. The issue with Rumpke has been resolved. It took some time apparently for the refund to show up in my bank account.

Thank you,
*** ********
Initial Complaint
Date:02/22/2023
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.
Twice Rumpke has taken our cans that we own. They state the previous customer who lived here more than a year ago did not pay their bill. Therefore, they took our cans. This happened back in October and Rumpke admitted mistake. This is a major inconvenience. Rumpke needs to provide us with one year of free service for their negligence. And return our cans.
Business Response
Date: 03/01/2023

March 1, 2023

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

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

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

Dear Ms. ****,

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

On February 22, 2023, Mr. ****** contacted our office to
alert us that one of his 95-gallon trash carts was missing. Our customer
service team member apologized and went into action to replace it even without
record of a trash cart being removed from this address.

We spoke to Mr. ****** regarding the actions that were taken
to correct the complaint. Unfortunately, Mr. ****** is not satisfied with the condition
of the replacement trash cart that was delivered on February 23, 2023. A member
of our operations team will be on site on Wednesday, March 1, 2023, to examine
the condition of the cart that was delivered. We will exchange it due to Mr.
******’s dissatisfaction.

Mr. ****** insists that his original trash cart be returned. We
are unable to fulfill that request as we have no record of removing it. We
apologize again for the inconvenience Mr. ****** has experienced and hope that
these actions reflect that excellent customer service is what Rumpke strives
for.

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

Sincerely,

Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati Region
Business Response
Date: 03/01/2023

March 1, 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.

On February 22, 2023, Mr. ****** contacted our office to
alert us that one of his 95-gallon trash carts was missing. Our customer
service team member apologized and went into action to replace it even without
record of a trash cart being removed from this address.

We spoke to Mr. ****** regarding the actions that were taken
to correct the complaint. Unfortunately, Mr. ****** is not satisfied with the condition
of the replacement trash cart that was delivered on February 23, 2023. A member
of our operations team will be on site on Wednesday, March 1, 2023, to examine
the condition of the cart that was delivered. We will exchange it due to Mr.
******** dissatisfaction.

Mr. ****** insists that his original trash cart be returned. We
are unable to fulfill that request as we have no record of removing it. We
apologize again for the inconvenience Mr. ****** has experienced and hope that
these actions reflect that excellent customer service is what Rumpke strives
for.

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: 03/01/2023
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.

Regards,

***** ******
Customer Answer
Date: 03/01/2023
Rumpke they have no record of taking the can, and they replaced a can under Goodwill. This is a lie. Kelsea, the supervisor tried to perpetuat the same lie. I reminded her my security camera clearly shows Rumpke pulling up walking around the side of my house and stealing our can. When confronted with this she did concede the can was taken due to a billing error. I have a recorded call with Kelsey, clearly stating they took our cab due to a billing error. Our cans were also taken in September by Rumpke. At that time I spoke with Cheryl (sorry if it’s misspelled I asked for the spelling Cheryl said to figure it out my self). Cheryl stated she corrected the error. On a follow up call with her supervisor I was told the error was not corrected and a complaint was filed by the manager against Cheryl for not doing her job. A useless can with broken wheels was thrown on the sidewalk this week. It unusable. Rumpke needs to return the exact can they stole serial number ********. This is my property. They have no legal authority to trespass on private property and steal what is mine.it wasn’t by the street. They walked around the back of my house through the yard and stole our property. Anyone else would be in jail for doing the same thing. I realize they are a woke organization but property laws still apply to them.
Business Response
Date: 03/07/2023
March 7, 2023

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

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

***** ******
*** ********* ***
**********, ** *****

Dear Ms. ****,

Thank you again
for allowing us the opportunity to address Mr. ******’s concerns.

Our operations team
visited Mr. ******’s address on Friday, March 3, 2023. At that time the trash
was collected, and we verified trash cart 1******* was on site. While on site we replaced
trash cart ******* with trash cart ********** per Mr. ******’s request. We will continue to work closely with our
Operations team to ensure that this matter is resolved.

We have corresponded
with Mr. ****** via email and social media as he has stated this is his
preferred method of communication.

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: 03/08/2023
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.

Rumpke stole our trash can due to a billing error. I did speak with Ashley who attempted to tell me they had no record of picking up our can. I reminded her I have a record a call with Kelesa stating they did. As well as security showing the theft by their employee. She laughed knowing i caught her in another lie. She sent an email stating that they went to my house with the police. She sent a picture of my neighbors, off-duty police cruiser, sitting on the street. I spoke with my neighbor, who got a good laugh out of it. There was no police with them. I can provide the ridiculous photo she sent showing an off duty police cruiser from a different city. Every occasion I spoke with Ashley she has lied to me. I asked for her supervisor to review her correspondence. I’m actually surprised she responded to this complaint. Rumpke did drop a used junk trash can to replace what they stole. I told Kelesa about the problems with the replacement can ******* who promised a brand new replacement to be sent. They picked up the can ******* and did not leave a replacement. The can she mentioned was always here the replacement stolen from up is can *******. I called Rumpke who forward me to Ashley. Because my call was an irritation to her she had our trash not picked up on 03/01. I talked to her supervisor who apologized and sent the driver back out on 03/03. Rumpke simply needs to assign a rational person to review the notes and return our stolen property. Ashley should be not involved. Childish retaliation has no place in a professional environment.
her
Regards,

***** ******

Customer Answer
Date: 03/10/2023
I am happy to provide information request. Please have the above form completed by Rumpke and the employees that came onto my property.
Customer Answer
Date: 04/07/2023
My current mailing address is ***** ******** ***** ** ********** ** *****

I have 1 trashcan purchase from Rumpke in my possession. I have multiple trash cans, not purchase from Rumpke in my possession.

I have no recycle trash cans in my possession.
A picture was sent in the previous response showing the can that we have in the serial number. Please reference that photo for your records.

I simply want the return of my stolen property or a brand new can in good condition. I also want an explanation from Ashley as to why she would lie and said they were accompanied by the police even though they were not. Why did she sent a picture of my neighbors off-duty police cruiser stating he was with them..
Business Response
Date: 04/12/2023
April 12, 2023

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

RE: Complaint number ********
Previous address:
***** ******
*** ********* ***
*********** ** *****

Current address:
***** ******** ***** **.
*********** ** *****

Dear Ms. ****,

Thank you again for allowing us the opportunity
to address Mr. ******’s concerns.

I’m hoping to bring this issue to a resolution
and continue the relationship we have established with Mr. ****** at his new
address. We apologize that this
complaint has continued for so long. We delivered
a brand-new Rumpke trash cart to Mr. ******’s current address at 11099 Pleasant
Ridge Rd. today along with the container for his commercial service. The cart was placed next to the container and
Mr. ******’s sales rep confirmed that Mr. ****** has the brand-new trash cart in his
possession. The cart was marked “Sold”
and it belongs to Mr. ******. I’ve also
attached a picture that was taken earlier today.

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

Sincerely,

Carolyn M*****
Rumpke Waste & Recycling
Customer Service Manager
Cincinnati Region
###-###-####, ext. ****

Customer Answer
Date: 04/12/2023
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.

Regards,

***** ******

This is the same situation from my previous experiences with Rumpke. The cans they stole from me were branded sold. I was only able to prove that because they gave me a document stating that I own the cans. I need written proof from Rumpke, listing the cans that I own with the serial numbers. I don’t wish to close the complaint, and they turn around and take it back again. (This would be the 3rd time)
Also, please ask Ashley to provide a statement in regards to her being accompanied by the police. Ashley stated Rumpke came to our property with the police and send a picture of my neighbors, off-duty police cruiser as proof. I would like that to be clarified.
Customer Answer
Date: 04/17/2023

Rumpke has taken our trash cans 3 times due to “account errors” on their part. Each time they steal our cans and I asked for them to be returned they ask for proof that we actually owned the cans. I need a written statement from Rumpke stating we now own trash cans they dropped off. Because a month from now the same account error will call them to come and take our cans for the 3 time.
Ashley sent an email to me stating the police accompany them to our property. She sent a picture of a police cruiser as evidence. The police cruiser pictured is my neighbors, off-duty police cruiser. I would like her to clarify why she would lie and state Rumpke was with the police. I do not care about a trashcan. But when they began to lie and cheat, that’s when I feel the need to be held accountable. They absolutely know that I own these cans that were taken. Kelsey S******** apologized for the being an account error again. But when the complaint was transferred to Ashley, she pretended to not see that in the system, even though she mentioned details.

"This is the same situation from my previous experiences with Rumpke. The cans they stole from me were branded sold. I was only able to prove that because they gave me a document stating that I own the cans. I need written proof from Rumpke, listing the cans that I own with the serial numbers. I don’t wish to close the complaint, and they turn around and take it back again. (This would be the 3rd time)

Also, please ask Ashley to provide a statement in regards to her being accompanied by the police. Ashley stated Rumpke came to our property with the police and send a picture of my neighbors, off-duty police cruiser as proof. I would like that to be clarified."

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 ********

Previous address:
***** ******
*** ********* ***
*********** ** *****

Current address:
***** ******** ***** **.
*********** ** *****

Dear Ms. ****,

First and foremost, we want to sincerely
apologize to Mr. ****** that we haven’t been able to resolve this issue.

According to our records Mr. ****** has (3)
Rumpke trash carts that he owns. The serial numbers we have on file for the
carts are ********, ******* and ********

Our Supervisor Ashley’s comments were made in
error based on miscommunication between our operations and customer service
team, and we are very sorry for the mistake as well as the feelings of mistrust
that it has created with Mr. ******.

We hope this letter provides closure to this
incident. If additional information is needed, or if Mr. ****** would like to
further discuss, please have him reach out to me directly at **************
ext. ****.

Sincerely,

Carolyn M*****
Rumpke Waste & Recycling
Customer Service Manager
Cincinnati Region
************* ext. ****
Customer Answer
Date: 04/19/2023
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.

Rumpke did not provide proof of ownership for the trash cans. Three times they took the cans due to a “system error”. When we request our property be returned they ask for proof of ownership. Rumpke dropped off the replacement can but didn’t provide proof of ownership to me. Next month when they steal my cans again I will need the proof of ownership to go through this process again.

Also not addressed was Ashely’s statement the police were present when Rumpke did an assessment. Ashley stated the police accompanied Rumpke employees and sent a picture of the neighbors off duty police cruiser as proof. There was no police accompanying them I confirmed with Officer Hildebrand whose cruiser was pictured. She did this in an attempt to intimidate me into dropping the issue. I would like a written statement of apology for this lie.
Business Response
Date: 04/21/2023
Tell us why
April 21, 2023
Better Business Bureau
Attn: ***** ****
1 E. Fourth St., Suite 600
Cincinnati, OH 45202

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

Previous address:
***** ******
*** ********* ***
*********** ** *****

Current address:
***** ******** ***** **.
*********** ** *****

Dear Ms. ****,

According to our records Mr. ****** has (3)
Rumpke trash carts that he owns. The serial numbers we have on file for the
carts are *******5, ******* and ******** This letter is proof of ownership for
Mr. ****** if he was to ever have issues regarding the trash carts. He owns the
above (3) trash carts and Rumpke does not have a claim to them.

Please reach out to me directly at ************
if you need any further assistance.

Sincerely,

Carolyn M*****
Rumpke Waste & Recycling
Customer Service Manager
Cincinnati Region
************, ext. ****
Business Response
Date: 04/21/2023
Tell us why
April 21, 2023
Better Business Bureau
***** ***** ****
* ** ****** **** ***** ***
Cincinnati, OH 45202

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

Previous address:
***** ******
*** ********* ***
*********** ** *****

Current address:
***** ******** ***** ***
*********** ** *****

Dear Ms. *****

According to our records Mr. ****** has (3)
Rumpke trash carts that he owns. The serial numbers we have on file for the
carts are ********* ******* and ******** This letter is proof of ownership for
Mr. ****** if he was to ever have issues regarding the trash carts. He owns the
above (3) trash carts and Rumpke does not have a claim to them.

Please reach out to me directly at ***-********
if you need any further assistance.

Sincerely,

Carolyn M
Rumpke Waste & Recycling
Customer Service Manager
Cincinnati Region
************* **** ****
Customer Answer
Date: 04/21/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Originally when ****** was handling the complaint she sent notice Rumpke was accompanied by the police. She did this in attempt to intimidate. I attached the photos of the email as well as the police cruiser she claimed was with them. The cruiser is **** ****** police and not even for our city. I would like a statement or apology in regards to this false statement. Please see the photos.

Regards,

***** ******

Customer Answer
Date: 04/21/2023
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.
Originally when Ashley was handling the complaint she sent notice Rumpke was accompanied by the police. She did this in attempt to intimidate. I attached the photos of the email as well as the police cruiser she claimed was with them. The cruiser is **** ****** police and not even for our city. I would like a statement or apology in regards to this false statement. Please see the photos.

Regards,

***** ******
Initial Complaint
Date:02/20/2023
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.
The only complaint I have for the garbage guys who pick up out trash is that they spill trash/recyclables all over the street. They have to know they spilled it but they never pick it up. Makes our street look nasty. I shouldn't dread garbage day.
Business Response
Date: 02/26/2023
February 26, 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 this complaint seriously. We
apologize for the inconvenience she has experienced as this is certainly not
Rumpke’s standard of service.

Our goal is to provide friendly and reliable service. This includes, doing our best
to ensure that on service day, each piece of trash and recycling makes it into our
trucks and off the ground. We have communicated this complaint with our
operations team and will work to be better moving forward.

Ms. ****** is welcome to contact me directly should she
require further assistance. My phone number and direct extension are
************** ext. *****

Sincerely,

Ashley H
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati Region
Initial Complaint
Date:02/16/2023
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.
The trash is scheduled to pick up every Monday. I have been calling for the service everyday and still no one shows to pick up the trash. The customer service lady said someone will come pick the trash up and it’s Thursday today. NO ONE SHOWS.
Business Response
Date: 02/17/2023
February 17, 2023

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

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

Dear *** ****,

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

We have contacted *** ****** regarding his service and the issues he reported, and we are pleased to
share we addressed the situation to *** ******** satisfaction.

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

Sincerely,

Jessica
S******
Rumpke
Waste & Recycling
Customer Answer
Date: 02/17/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfied me because the gentleman claimed that my son didn’t put the trash next to the road so I had to show him with my home video which showing that the trash was right there since Monday. Well, the trash is finally gone today.

Regards,

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

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