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

399 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:01/01/2023
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.
At approximately 1:30 a.m. Wednesday, 12/21/2022 I placed my trash container and recycling bins out at the end of my 500 ft. driveway for my scheduled Wednesday pick-up as I always do. My trash was picked up that morning but the recycling truck failed to pick-up the recycling. I called Rumpke Customer Service on Thursday, 12/22/2022 at 08:24 a.m. and the Representative took my information and advised me that she immediately sent a message out to whoever was responsible to take care of this while I was still on the phone with her. She advised me that there is a 48 hr. window for them to pick it up which for some reason didn't count Thursday even though I called before 8:30, so I was advised they had until close of business Monday, 12/26/2022. I called Rumpke again at 08:10, Tuesday, 12/27/2022 and advised another Customer Service Rep. that my 3 bins of recycling still had not been picked up. The Rep. sent another message out while I was on the phone with her. I called Rumpke a third time on Friday, 12/30/2022 and politely told ***** (not sure of the spelling but that is how she pronounced her name) that my recycling was still out at the road and had now grown to 5 bins because luckily I still have old bins from other waste collection companies and that I don't want to hear about the 48 hr. rule at this point as it has been almost 1 1/2 weeks since my recycling was promised to be picked up. ***** not only sent a message but said she would personally look into this matter and call me back. She never called back and as I write this on 1/1/2023, my recycling is still sitting out at the end of the driveway. I have become more and more stressed out as the days go by and Rumpke continues to fail to correct their mistake and I worry about the wind blowing items out of my bins as I live out in the country and I am stressed out and aggravated at the obvious lack of concern to this mistake by whoever was receiving the customer service messages. Very Disappointing
Business Response
Date: 01/05/2023
January 5, 2023

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

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

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

Dear Ms. *****

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

We apologize for the frustration Mr. ********* has expressed as this is certainly not Rumpke’s
standard of service. We have addressed the service issues with our operations
team and are confident the issue is resolved.

We spoke to Mr. ********* on January 2, 2023 regarding the steps taken to resolve
the service issues. Should he need further assistance he is welcome to
call 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
Cincinnati Region
Customer Answer
Date: 01/06/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.

Regards,

**** *********
Initial Complaint
Date:12/30/2022
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 had services with rumpke at **** ******* ** from 02/2018 - 12/2022. For the last 1.5 month of my services, I experienced nothing but headaches with their driver either skipping me completely, or taking half my trash that is on the curb to the point they had to send another truck out. They even skipped me for the paid large item pick up so again, I had to call rumpke to have them come back.

Each time I called should be documented on the account, including the last call. I called the toll free number and advised them that I wanted services to end after rthe 12/14 pickup as I would no longer be living on the property. Rumpke decided to send someone to collect brown trash can early. In doing so, this inconsiderate human being emptied the can onto the property, which left me with no where to put the garbage.

Although I've canceled services, this is still the final straw. I am requesting the final bill be adjusted to zero. I am not paying for the late large item pickup, I am not paying for services through 2/1 when I've already advised of a cancelation, and I'm definitely not paying for the half-assed service I've been receiving. Please adjust the bill to zero and send me a confirmation to my email on file.
Business Response
Date: 01/05/2023
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. We can confirm the account balance has
been adjusted to zero. We would love the opportunity to do business again with
*** ***** in the future.

Should *** **** 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: 01/05/2023
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:12/27/2022
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.
Your Rumpke workers keep leaving the trash cans in the street and RIGHT behind my car. I have pictures and videos to prove it. This is every trash day. Our trash day is on Tuesday.
Business Response
Date: 12/30/2022
December 30, 2022

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 as this is certainly
not Rumpke’s standard of service. We have addressed the issues regarding the
service with our operations team and are confident the issue 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 Region
Initial Complaint
Date:12/14/2022
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 trash didn’t get picked up last week cause I needed to pay my bill, understandable. I paid it Saturday. Money came out Monday. Our trash day is Wednesday. One lady told us our payment didn’t come through till today and one told us yesterday. Either way they got their money and still won’t take my trash. Telling me I have to wait another week. So they got paid for services I can’t even receive. Says 24 hours on their website I made it well over 24 hours even with it not coming out till Monday. I can’t wait another week for my trash to be picked up!!
Business Response
Date: 12/22/2022
December 22, 2022

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 as this is certainly
not Rumpke’s standard of service. We are pleased to share the trash was
collected on December 15, 2022.

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

Sincerely,

Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati Region
Initial Complaint
Date:12/12/2022
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.
We pay for weekly trash and yard waste collection. We have experienced numerous issues with our yard waste not being collected this year. When we complained earlier this year we were told there was a driver shortage. We had to call repeatedly to get a credit for services not rendered. Each time they put in a service request and assured us our yard waste would be picked up soon. We were promised a credit equal to one month’s service but never received it (our bill went up instead). Two to three months later service resumed.

Fast forward to last week: our yard waste was not picked up (nor was the neighbors’ yard waste picked up). I called the toll free customer service line. First it said there was a longer than usual wait time due to high call volume; then it said they were experiencing service issues and could not take the call. After being a loyal customer for at least 14 years I’m not happy with yet another issue.
Business Response
Date: 12/16/2022
December
15, 2022

Better Business
Bureau
Attn: ***** ****
Marketplace Resource Consultant
************************
Phone: ###-###-####

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

Dear
*** ****,

Thank
you for the opportunity to address *** ******** issue. First and foremost, we
apologize for the experience and undue frustration. We take matters like this
one very seriously and want to make things right.

We
tried to contact *** ****** and have left voicemails to return our call. We have confirmed with our operations team that
the yard waste has been serviced. We
issued the requested credit back in June 2022 for a month of service. We will continue to work diligently to
prevent this from happening in the future.

We
appreciate *** ******** time and patience in working with us to resolve this
issue.

Sincerely,

Connie
H*******
Customer
Service Manager, ********** Region
Rumpke
Waste & Recycling
Initial Complaint
Date:12/12/2022
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.
Rumpke has repeatedly raised my bill total for home waste collection and will not provide any information or justification for the increase. The invoice only provides a 1-line total and the date the total is due. I have exchanged messages with Rumpke on my concerns, but their response was very limited, and no changes have been made to provide more billing information or bill breakdown. My latest bill is for $80.33 for the next 3 months of service, an increase from last bill. Two years ago, my bill was $57.88, and Rumpke has never advised me of any increases, never justified the increases. I do understand that they have a variable fuel surcharge, but they do not list this on the bill. I believe that this is an unacceptable business practice, to continually raise a customer's bill, but provide no information on why it increased. My desired resolution would be for Rumpke to provide a detailed breakdown of their charges on every invoice, and clearly advise if they are raising my base rate. Note, I have previously filed a similar complaint, ** ********* and I accepted Rumpke's proposed resolution of providing me with a detailed bill for my next invoice - but Rumpke made no changes to my invoice, just 1-line, no explanation. I called Ashley H, Rumpke Customer Service Supervisor, who had called me to agree to a resolution, but Ms. ****** never returned my call.
Business Response
Date: 12/18/2022
December 18, 2022

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

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

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

Dear Ms. Beck,

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

We spoke with Mr. **** by phone and email to discuss his statement and addressed
his additional questions. We are confident moving forward the billing will reflect
detailed as Mr. **** has requested.

Mr. **** has been provided
with my direct contact information should he require any further assistance. 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: 12/19/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.
I am trusting that Rumpke will continue to provide a detailed invoice at future Billings, as promised.

Regards,

**** ****
Initial Complaint
Date:12/09/2022
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.
They miss my recycling a lot and when they miss they make a promise they’ll be out to pick it up in 24-48 hrs and it sits at the curb until the next week
Business Response
Date: 12/15/2022
December 15,
2022

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
inconvenience he has experienced as this is certainly not Rumpke’s standard of
service.

We
are pleased to share the recycling was collected on Wednesday, December 14,
2022.We have discussed the service issues with our operations team and are confident the issue is resolved.

Unfortunately,
we were unable to reach *** ******* by phone. Should *** ******* 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
Initial Complaint
Date:12/04/2022
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.
Hello,
We moved to our new residence on 10.31.2022 and on the same day we ordered a 96 gallon thrash cart for our house. Rumpke said they will deliver the cart in the next 15-20 business days and our thrash service start date was accordingly scheduled for 11.21.2022. After not getting the cart till 11.29.2022 - we started following up with Rumpke on the tharsh cart - it was said to us that they will check with the operations team and get back. They have not came back to us on the revised date for delivery and hence we said - we no longer need the cart.

Rumpke came back saying you can keep the thrash in bags outside your house till you get the cart - for which we are not OK with because - (A) this will degrade the appearance of the house, (B) there will be pets moving around the thrash creating a mess and (C) also we would need HOA Approval for the same.

When we said that to Rumpke - they said that , if we go ahead with the cancellation there will be a penalty of 50$ for early termination. We then replied back saying that we have never signed any contract with Rumpke stating the penalty clause and there has been a breach of SLA (for thrash delivery) from Rumpke's side. Plus there was no service provided to us by Rumpke.

Rumpke then said - the penalty has been waived off because of their poor service. We are seeking the following 2 things :
1. Confirmation from Rumpke that we don't owe anything to them as no service was provided to us.
2. As a customer we have spent a lot of time over emails and phones on getting this resolved. Also we were wrongly pressurized to pay penalty to Rumpke. We are seeking a compensation of $3000 from Rumpke for their poor service and approach in handling this.
Business Response
Date: 12/11/2022
December 11, 2022

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. We can confirm that his account and a full refund
of $117.16 has been refunded to him.

Should *** ******** 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
********** Region
Customer Answer
Date: 12/11/2022
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:12/02/2022
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.
For several weeks now, Rumpke has been collecting my normal household trash and recycling but not my yard waste bags. The yard waste is under (city) contract to be picked up every week. As per city website instructions for a missed service, I call Rumpke at the end of every missed scheduled service day to report that my yard waste bags were not collected and Rumpke tells me that a driver will be be back to collect the yard waste bags within a certain time frame. The first time I called, I was told a driver would be out within 72 hours. Contrary to what they told me over the phone, no driver has ever returned to collect my yard waste bags. On my regularly scheduled trash day, Thursday December 1, 2022, Rumpke again ignored their service agreement and left my yard waste bags sitting on my driveway. When I called Rumpke around 4:00 p.m. on Dec. 1st to let them know that my yard waste bags were again not collected, they said that a driver would be back out within 24 hours to pick up my yard waste. After 24 hours passed with no yard waste pick-up, I called Rumpke (Friday December 2, 2022) and the customer service representative said “no, not 24 hours but a driver will be out today by 6:30 p.m.” Yet again, no driver ever returned to pick up my yard waste. I am at a loss on how to get Rumpke to pick up my yard waste, as Rumpke continues to lie to me over the phone about their services while at the same time not honoring my service contract.
I just want my yard waste picked up. Immediately.
Business Response
Date: 12/08/2022
December 8, 2022

Better Business Bureau
***** ***** ****
* ** ****** **** ***** ***
*********** ** *****

RE: ********* ****** ********
******* *****
** ******** ***
*********** ** *****

Dear *** *****

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

We apologize for the frustration Ms. ***** has expressed as this is certainly
not Rumpke’s standard of service. We are pleased to share the yard waste has
been collected. We have addressed the issues regarding the service with our
operations team and are confident the issue is resolved.

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

Sincerely,

Ashley H
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati Region
Customer Answer
Date: 12/08/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. They answered my complaint professionally, quickly and effectively. I also see no reason to post my complaint on the BBB website.

Regards,

******* *****
Initial Complaint
Date:12/01/2022
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.
For the last 4 months I have called every week for my garbage being missed. Every week they have to send a rescue driver the next day sometimes. Not even until the next Tuesday when I set my garbage out every Wednesday night. Every week I have to call. I can’t get service through any other provider because they have a contract with the village. I’ve reached out to village administrator and mayor and Rumpke every week. I can’t get a discount or anything. I am stuck with crappy service I have to call to even receive and when I do they throw garbage thru the street. Today supervisor said they are sending their own truck just for my house only?? Why can’t they pick up mine with my neighbors when it’s less than 10 ft apart
Business Response
Date: 12/07/2022
December 7, 2022

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 inconvenience he has experienced as this is certainly not Rumpke’s standard
of service.

We are pleased to share the trash has been collected and the issue identified. 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 service issues. Should he require
further assistance he is 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: 12/14/2022
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,

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

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