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:02/15/2023
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.
it is on going in novemeber 2021 when rumpke took over the garbage contracts from ****** garbage pick up the price for 3 months of service including fuel surcharge was$68.23 $58.50 for pickup and$9.73 fuel surcharge and now about a year in a half laterit is $80.73 for residental pick and$ 17.72 for fuel surcharge for a totalof @98.45 that's a increase of$30.22 in a year in a half period think the is to much to pay evry 3 months and i think they cornered the market there are no other garbage pick up companies out here in pike county i have no way of uploading the ivoices i've asked them for one and no reply from them just wanted to let you know what they are doing the chargers apply to each resident the closest one to me is about300 feet from me there i s no way that truck uses $17.72 of fuel but the charge every one that
Business Response
Date: 02/19/2023
February
17, 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 been unable to contact *** ******.    We have corrected the pricing and rebilled
the account.

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: 02/19/2023
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:02/14/2023
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 Fiancé and his boss ordered a dumpster from rumpke to remodel a house. They specifically told them the dumpster was not permanent nor long term just to clean out a fixer upper they bought. **** said she understood and she would be able to honor that contract Now it’s been 2 months since the house has been finished and rumpke refuses to pick up the dumpster Lori W who fulfilled the contract got rude with my fiancé and insulated him when he confronted her about leaving out the actual length of the lease when she read over the paperwork with him. Now it’s been 3 days of phone calls being ridiculed and threatened as well as talked down to by different people at the customer service center all saying we agreed to a 1 year contract for a house that isn’t even occupied. After going back over the contract myself and reading it rumpke didn’t even disclose to my fiancé or his boss that they were signing a 3 year contract not a 1 year contract. So we have offered to pay out the remaining balance for a 6 months contract because that’s what we asked for that’s what we were told we were gonna receive by **** she flat out lied about the length of the contract and finding us one that fit our needs now we are being threatened to pay them for a full year when we only had the dumpster from December till February.. unacceptable this is a prime example of companies taking advantage of everyday people we shouldn’t be required to pay when this whole situation was created by someone at their company who is promising false agreements then ridiculing and threatening those who try to cancel said agreement.
Customer Answer
Date: 03/08/2023
My fiancés name is Cody Roberts his phone number is ********** and the address for the account is **** ****** **** greenfield Ohio partial Account number ******
Business Response
Date: 03/13/2023
March
13, 2023

Better
Business Bureau
Attn: Ms. ***** ****
1
E. Fourth St., ***** ***
Cincinnati,
OH *****

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 spoken to Ms. ********* and we believe we have
addressed the matter to her satisfaction.

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:01/31/2023
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 pay for my trash to be picked up every week! Never late on paying the bill always neat n ready to be picked up but at least 8 times in the last 4 or 5 months I have to call rumpke to let them know they did not service me when they pick up the other residents houses with no problems!! I have talked to supervisors n managers they still miss mine some how and no one there can answer my question why can't you pick mine up!! Please help me with this I am in a area that doesn't have many options to choose form!! Thank you!
Business Response
Date: 02/07/2023
February 7, 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. ***** 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.

We
are pleased to share the trash was collected on Tuesday, January 31, 2023. Our
operations team confirmed that we service one side of the street at a time. We
apologize for any confusion this may cause. As always, our goal is providing
friendly and reliable service and we look forward to delivering top notch
service moving forward.

Unfortunately,
we were unable to reach Mr. ***** by phone. 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: 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 satisfactory to me.

Yes so far all has been good ! They have been serving us so far! Thank you!

Regards,

*** *****
Initial Complaint
Date:01/28/2023
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 have called the company multiple times in the last two weeks for not picking up our trash. They keep saying 24-48 hours and still it is now 2 almost 3 missed pick ups for no reason. We now have trash piled in our house and I am disabled and not able to move around them much. I can not believe this could happen. This is a health issue .
Business Response
Date: 02/02/2023
February 2, 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 inconvenience she has experienced as this is certainly not Rumpke’s
standard of service.

We
are pleased to share the trash was collected on Saturday, January 28, 2023. As
always, our goal is providing friendly and reliable service and we look forward
to delivering top notch service moving forward.

A
member of our operations team spoke to *** *********** by phone regarding the
steps we took to resolve her issue. Should *** *********** require further
assistance she is more than welcome to contact me directly. My phone number and
direct extension are ###-###-####.

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

Sincerely,

Ashley
H*****
Rumpke
Waste & Recycling
Customer
Service Supervisor
Cincinnati
Region
Initial Complaint
Date:01/23/2023
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 husband and I have had a Rumpke dumpster since May 2020. We recently moved, (November 2022) and tried to cancel the dumpster due problems in the past with pick up occurring when they should. They would not let us, which we were fine with completing the full contract and ending it this May. But since moving, there has been nothing but problems with our bi-weekly pick up. It has been dumped twice since November, with the last one being the end of December. Initially they stated the dumpster location was the problem (which they placed), so it was moved. Then trees were the problem and in the way. Again, we planned on removing trees anyway, so we prioritized that and removed the trees ASAP. It was dumped once. Then the next time the issue was our third, extra, vehicle was in the way and we were told to make sure it was away from the garage/dumpster area. Which we did, and it has since been a problem. We would be happy to just get out of the contract and have them pick up their dumpster.
Business Response
Date: 01/24/2023
January 24, 2023

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

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

Dear *** ****,

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

We have been in contact
with *** ***** and have reached a solution.

At this time, we believe
the complaint has been resolved to *** ******* satisfaction. We value *** ******* business and look forward to having her as a satisfied customer for
years to come.

Sincerely,

Jessica
S******
Rumpke
Waste & Recycling

Customer Answer
Date: 01/25/2023
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:01/17/2023
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 trash collection has only provided partial service in the last two weeks. On 1/6/23, a scheduled collection day, they only emptied one of two cans. I contacted Rumpke and was told they would be out no later than (NLT) "48 business hours" to collect the remaining trash--that did not happen. Consequently, I received a credit for that "missed" day. On 1/13/23, on this scheduled collection day, the collectors did not completely empty the large trash receptacle. I contacted Rumpke and was told they would be out NLT 48 biz hours to collect the remaining trash. As of this report, that has not happened (i.e., past performance indicates unlikely they will be out in next 2 1/2 hours to pick up remaining trash.) I've attempted phone contact 1/13/23 with Rumpke via Ms. Ashley H******* extension, and she has not returned my phone call. I need a credit for the job not accomplished and contact with a supervisor willing to contact/discuss with me to determine the way forward. If situation does not improve, I will obviously find another service provider. Thanks. --**
Business Response
Date: 01/21/2023
January 21, 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 his complaint seriously.

We
apologize for the frustration *** ******* has expressed as this is certainly not Rumpke’s standard of service. Credits
equivalent to two weeks of service have been applied to the account to
compensate for missed service. We have addressed the issues regarding the
service with our operations team and are confident the issue is resolved.

We
spoke to *** ******* by phone regarding the actions taken on his account.
Should he 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: 02/03/2023
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.
Per phone call from the customer. Please close my complaint as resolved at this time.

Regards,

****** *******
Initial Complaint
Date:01/17/2023
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 was a customer of Rumpke trash service for many years. I always paid my bill on time as I have done with all my other financial obligations.
I made my final payment to Rumpke on April 26, 2022 in the amount of $110.74 for the months of May, June and July of that year.
In July, I decided to look elsewhere for waste disposal services due to the high cost of service with Rumpke. On Monday, July 25, Rumpke neglected to pick up my trash. When I called in, I was told to leave it out and that they would come the following day. By Friday that week, my trash was still waiting at the curb so I called to complain and was told that I would get a credit for the pick up on my account statement. I was so frustrated that I decided to cancel my service. Rumpke picked up my trash for the final time on Monday, August 1, 2022. With the credit for the missed service the previous Monday, my account balance due should have been zero.
I was told to set the Rumpke can out near the curb for pickup within 10 business days. I was threatened that if the container could not be seen from the road that I would incur a $50 fine. Twenty days later, I called to remind Rumpke to pick up their container. They apologized for the delay and assured me they would be out. Ten days later I called again to remind them and they finally picked it up that week. I thought we were done….
A week or two later I received a bill for $65.36. When I called, I was told they did not get my container. I assured them that they had and the lady curtly told me she would have them look for it and credit my account if they found it.
A week or two later I received a bill for $15.36 which obviously meant they had found the container. I called in a final time to explain, once more, that there should be no balance and was told I would need to call back to check on the status of a credit to the account after they investigated it.
Last week I received a notice that they have sent the balance due to a collection agency!
Business Response
Date: 01/23/2023
January
23, 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 appreciate the opportunity to resolve his issue.

We are sorry for
the frustration due to missed service and the extended time to
remove the trash cart. We have removed the outstanding balance from the account
and have stopped the collections process.

Mr. **** *s welcome to call me directly with any additional questions
at ************** 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: 01/23/2023
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.

Regards,

**** ****
Initial Complaint
Date:01/13/2023
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 January 6th the truck driver pulled up and knocked my trash can over and instead of pick up what he knocked over he left it on the ground. Call Rumpke and and Porsha said leave the trash where it was and they send someone to get it for additional charge and I said that is not fair when I have video proof qhen he pulled up nothing on ground and when he left there was bags on the ground. The second trash they sent out say day at 850am slowed down drove by and I called again and was told both driver smarked trash was on the ground already or I'd have to pay extra to get it taken and I said no i was told leave it where it was for the second driver. And Heather persistently said you have to pay extra even though I have proof they didn't once ask for. Heather then said they be there to pick of can because we cancel service with them and I explained to Heather it was my can I paid A&E 200 to keep and she was let me checks. And she came back on saying your right it is your can. Then I put the trashcan in our back yard and on January 13th the driver walked onto my private property and stole the trashcan from my backyard I paid A&E 200 to keep. All I want is the trashcan back I paid for or the 200 I paid to keep the can.
Business Response
Date: 01/16/2023
January 16, 2023

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

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

Dear *** ****,

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

We have been in contact
with *** *** and provided her with a cart per her request.

At this time, we believe
the complaint has been resolved to *** ***** satisfaction. We value *** ******
time and patience and we appreciate the opportunity to address these issues.

Sincerely,

Jessica
S******
Rumpke
Waste & Recycling
Customer Answer
Date: 01/16/2023
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. Would like to thank Jessica for the professionalism and wish the best for the company

Regards,

******* ***
Initial Complaint
Date:01/12/2023
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 started services for trash pick up and recycling in Nov 2022. As of today 1/12/22, I have had 4 different times / weeks on my weekly service where my recycling was not picked up! I truly do not understand. There is nothing in my recycling can right now other than boxes. Each time I contact Rumpke say apologize and say there are no notes as to why. I am the only person on my small street who uses the service, yet I do pay for it. I need a refund and will cancel the service. I would like others to be aware too. This is nit acceptable. 1 or 2x I let go, yet this is the 4th week they have not picked it up and have no explanation as to why!
Business Response
Date: 01/15/2023
January 15, 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 very seriously.

Unfortunately, recycling service was canceled for this account and the Rumpke
container has been scheduled for removal from *** *********** property. We also
credited *** ********* for the mentioned missed service.

Our email team has been in contact with *** ********* to explain the account
status and actions taken. 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: 01/20/2023
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:01/04/2023
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.
Chief Financial Officer
Rumpke **** ******** ****** ******* **** **********
cc: Better Business Bureau, ******* ****
December 19, 2022

Sir or Madame,

What is wrong with you people!? There seems to be something seriously amiss with your intramural communication - the old story of the right hand knowing nothing about the activities of the left hand and vice versa.

Early in 2022 I received a letter stating that Rumke of ******* ****,had taken over ***** ******* of ******* ****, and would be my refuse collector from now on. Days and times for pick up were outlined. So far so good. At the beginning of the next month I received a bill from Rumke. I called the number on the letterhead and explained that I had paid ***** ******* at the first of the year for the entire year.

The woman who had answered the phone assured me everything would be taken care of. I was confident that examination of the ***** ******* books would show I had paid the year in full and I assumed the matter was settled. I was surprised to receive a bill the following month. After the third bill I wrote to Rumke, explained the situation, enclosed photocopies from my bank of the front of my check number 3222 in the amount of $277.20 and the back of my check showing endorsement by Smith Hauling. I assumed the matter was settled. However, I had (apparently foolishly) assumed after each of my phone calls that the matter was closed. Often after the calls my accumulated trash would be collected.

This fall, after repeated calls, bills, piled-up trash, picked-up trash and much aggravation, I called the number on the latest bill. When your person answered I asked to speak to her supervisor. I assured her I had no complaints about her or any of the previous people who had answered my calls. I explained, however, that none of my calls had resulted in a permanent solution, that every time I called the issue apparently hit a wall and I wanted to speak to the wall. She asked me to hold and went away for several minutes. On her return she said the matter had been looked into and was now straightened out. Trash was picked up for several weeks until it wasn’t picked up anymore. Today (12/19/22) I got another bill, this one claiming I owe over $143.16 and my trash is again fermenting out there in the can. I DO NOT owe you money. In fact, you owe ME money for all those weeks you did not pick up my trash.

Please correct this matter.
Business Response
Date: 01/09/2023
January
9, 2023

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

Complaint
# ********
Account
number: 25-114380
********
*****
**** **** ****** ****
******* ** *****

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 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 contact *** *****. We have
resumed the account, applied the credit and retrieved the trash.

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

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Rumpke Waste & Recycling is BBB Accredited.