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:11/30/2022
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.
I canceled services with rumpke services 7 months ago. I kept receiving a bill for $100 about their garage container. Although they were supposed to pick it up. It was sitting by the road ready for them to be picked up since the day I canceled service. I called multiple times over 6 months telling them they need to pick up their garage container. Finally 6 months after canceling they picked the bin up but did not remove the charge. So now it is a collection account on my credit. I've called and asked them to remove the charge and they have been rude and just say they are investigating. 7 months of phone calls and nothing is resolved and I have a charge on my credit report that I do not owe. The customer service has been terrible I've asked for phone calls back and nobody will even call me.
Business Response
Date: 12/02/2022
December
1, 2022

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 his satisfaction.

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

Sincerely,

Jan
Rumpke
Waste and Recycling
******
Region Customer Service
Initial Complaint
Date:11/30/2022
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.
We have Rumpke for our trash and recycling services. Recycling is set to be picked up every other week. Since about April of 2022 we have had issues with our recycling being picked up. I call everytime it’s supposed to be picked up because it wasn’t. They say they will send someone out in the next 48-72 hours to come pick it up, still no one shows. I have talked to supervisors about this as well, and still no resolution. We do not wish to cancel services as we are trying to better the environment. I know we are charged for the service, I know it’s not much like a $1.60 a month maybe. The money isn’t the issue, we just want our recycling picked up. Our account number is **********.
Business Response
Date: 12/05/2022
December 5, 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
inconvenience she has experienced as this is certainly not Rumpke’s standard of
service.

We
are pleased to share the recycling was collected on Thursday, December 1,
2022. 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 are taking to resolve this 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,

******
H*****
Rumpke
Waste & Recycling
Customer
Service Supervisor
Cincinnati
Region
Initial Complaint
Date:11/29/2022
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 have recently canceled our services on November 11th, and was told to sit their can that we rented next to the road and it would be picked up. Multiple emails have been sent stating it had a work order to be picked up the following day however 2 weeks have passed and their can is STILL sitting in my front yard. I would like to have it removed ASAP.
Business Response
Date: 12/01/2022
November
30, 2022

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 left a voicemail for *** ******* and we believe
we have addressed the matter to his satisfaction.

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

Sincerely,

Jan
Rumpke
Waste and Recycling
******
Region Customer Service

Customer Answer
Date: 12/03/2022
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:11/24/2022
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.
This morning, my husband rushed out into the cold with no shirt on because he realized that he hadn’t set the recycling and the trash out. The recycling truck came fairly early today. My husband placed the receptacles on the curb and proceeded to try to get the Rumpke worker’s attention as the guy collected my next door neighbor’s recycling. My husband apologized for getting the bin out late, but the guy walked right past him. My husband tried to again to get his attention, but he continued to ignore my husband as the guy got into his truck and drove right past our receptacle and down the street.

I called Rumpke this morning only to be told that their policy is not to pick up trash that was just placed when the driver is on the street- if they don’t see it when they first get on the street they will not collect it even if they have to walk or drive past the home. I told the representative that this is poor customer service, now we are stuck with a full recycling receptacle for the next week when the guy could’ve just collected it after he collected our neighbor’s recycling - even as a one-time courtesy.

And to just walk past a customer and ignore them is beyond terrible customer service.
This is utterly unacceptable.
Business Response
Date: 11/29/2022
November 29, 2022

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

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

Dear Ms. *****

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 recycling has
been collected. We have addressed the issues regarding the service with our
operations team and are confident the issue is resolved.

We spoke
with Ms. ****** by phone to discuss her complaint. Should she need further assistance
she is welcome to call me directly at ************** **** *****

Sincerely,

Ashley H
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati Region
Customer Answer
Date: 11/30/2022
Better Business Bureau:

Although I got the impression during the conversation that our explanation of what happened was not believed by Rumpke, I truly appreciate the effort and lengths that Rumpke undertook to resolve this issue. I no longer feel like I have to search for another service provider (if there is even one here). 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:11/23/2022
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 bought out our previous trash service provider. During the transition they only managed to pick up my trash once in a month so I cancelled service. Rumpke is still attempting to charge me for a month (4 pickups) even though they only did one. When I called and cancelled my service they are so incompetent they cancelled the neighbors service and then attempted to pick up my trash. Now I have informed them that I did not intend to pay for a service they didn’t provide multiple times yet they continue to send me bills, to which they are now adding finance charges. I should not have to pay for a service they didn’t provide. I also never agreed for them to be our trash provider when they bought out their competition.
Business Response
Date: 11/23/2022
November
23, 2022

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 left a voice mail for *** ******** and we believe we have addressed the matter to
his satisfaction.

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

Sincerely,

Jan
Rumpke
Waste and Recycling
****** Region
Customer Service
Customer Answer
Date: 11/29/2022
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:11/22/2022
Type:Product 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.
Rubbish not collected 10/19/22. Called company. Was told driver not permitted to pass ROAD CLOSED sign or use our driveway to turn around. Cancelled service 10/19. Sent email confirming cancellation and requesting refund of
$ 53.78. $99.87 was paid 8/20 for September, October and November 2022. $ 99.87 divided by 13 weeks = $7.68 times 7 weeks of non service = $ 53.78. Received a check in the amount of $ 40.98 on 11/22. $ 12.80 short of the amount prepaid. No detail or explanation for amount. Complaint also filed with the Ohio Attorney General.
Business Response
Date: 11/29/2022
November 29, 2022

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

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

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

Dear *** *****

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

We
spoke to *** ***** by phone regarding her refund and we are pleased to share this
matter is resolved. Should *** ***** require further assistance she is more
than welcome to contact me directly. My phone number and direct extension are
************** 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: 12/09/2022
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 called BBB on 12/9/22 and stated she has not received the promised refund.
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 again for the opportunity to address *** ******* concerns. Customer service is very important to us, and we take her complaint seriously.

We apologize for the delay in processing *** ******* refund. We are happy to confirm the refund check for $12.80 was mailed on Wednesday, December 14, 2022. 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:11/21/2022
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.
When I started service I was not informed of the fuel surcharge. I was told the service would cost $66.75 for a quarter but I received an initial bill for $162.10. Apparently the price difference comes from an undisclosed fuel surcharge. When I wanted to cancel the service and move to a competitor before 3 months I was informed of the $50 early cancellation fee, which again was not disclosed to me at time of signing up for the service.
Business Response
Date: 11/23/2022
November 23, 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 that we are able waive any early termination fees or if *** ******* choses to continue service with Rumpke, we will waive the fuel
surcharge for one quarter as a courtesy for the misinformation. We hope to be able to continue our business relationship for many years to come.

Unfortunately, we
were unable to reach *** ******* by phone to discuss these options. He is more
than welcome to contact me directly at ###-###-#### with any
questions.

Sincerely,

Ashley H*****
Rumpke Waste
& Recycling
Customer Service
Supervisor
Cincinnati Region
Initial Complaint
Date:11/09/2022
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.
on September 17, 2022, i made an online payment in the amount of 192.85. this brought my balance to 0.00
i had gotten an email saying i was past due and in danger of stopping service. The payment went through and i received my email stating it was successful and my confirmation number. The last week of October, i received a letter stating i had a past due balance of 192.85. i checked my email and had nothing from them and this was the first thing i had gotten in months. i figured it was a misprint because i had paid it and went on. on Nov 4, my can was removed. i called and was accused of not making the payment, so i sent the email showing i had, and was told that they didn't know why i had gotten that and that my payment was declined 2 days later and i need to pay 157.00 to restart my service. when i said my service had never stopped, i was told it ended at the end of Sept. they blamed the trash man for picking it up, who i always watch check his sheet when i am home.
i called on Monday, Nov 7 to Cincinnati to speak with corporate, but i was told they have to call you at their convenience. i requested to speak to a supervisor and after a 5 min wait was told they would call me back. it's wed and i'm still waiting.
i called today and was told that they have a different payment system and that they hold the funds for 24-48 hours before they collect and i needed to make a payment. that is not how credit cards work. that's not how any card works. i was told that i will be turned over to collections for non payment, plus I've gotten an email saying they were coming for my container, that they already have. Not a single person from anywhere had/has contacted me about there being an issue. From September to November, not email, phone call, nothing, other then what i assumed was a misprint, since i still have the confirmation number for payment made.
Business Response
Date: 11/15/2022
November
15, 2022

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

RE: Complaint
number ********
******* ******
**** ******* *****
********* ** *****
Daytime Phone: (**** ********
******* ******************

Dear
Ms. *****

Thank
you for the opportunity to address Mrs. ******** issue. We take matters like
this very seriously. First and foremost,
we have attempted to contact Mrs. ****** and left her a voicemail on 11/11/2022.

We
apologize for the confusion regarding this claim. Mrs. ****** did receive a confirmation that
the payment was processed successfully. However, our records show the payment in
the amount of $192.85 was rejected from Mrs. ******’ card issuer, and Rumpke
never received payment.

We
are requesting that Mrs. ****** provide verification on her card statement that
the payment was in fact withdrawn.

We
apologize that there was not additional communication to Mrs. ****** that the
payment was not received. We appreciate
her making us aware of this lapse in communication and will work with our
vendor to resolve.

Sincerely,

Connie
H
Customer
Service Manager, Louisville Region
Rumpke
Waste & Recycling
Business Response
Date: 11/25/2022

November
25, 2022

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

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

Dear
Ms. *****

When Mrs.
****** provides confirmation from her credit card company that the initial payment
was in fact withdrawn from her card, we will credit the outstanding balance.

Thank
you for aiding in resolving the issue.

Sincerely,
Connie
H
Customer
Service Manager, Louisville Region
Rumpke
Waste & Recycling
Customer Answer
Date: 11/25/2022
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.

Regards,

******* ******
Initial Complaint
Date:11/08/2022
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.
For three weeks they have not collected all my trash. I have everything in a proper trash can which is covered and everything is bagged in black garbage bags. I have called 5 times in the past three weeks and keep getting told someone will be out to collect and nobody ever does. Today they came out and collected but left one of the cans. I can’t quite blame them as it’s been sitting there for three weeks. Smell is not very pleasant. Would be greatly appreciated if all the times I’ve been told it was taken care of, it actually was.
Business Response
Date: 11/11/2022
November
10, 2022

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

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

Dear Ms.
****,

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
Initial Complaint
Date:11/03/2022
Type:Order 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 signed a contract w/Rumpke in Aug. 2019 for the trash left behind by former residents. In Jul. 2020, I reported to Rumpke my trash had not been picked up in weeks. They informed me they could no longer pick up the dumpster because the truck was tearing up the asphalt driveway. I told them I would like the dumpster removed if that was the case. They said I was in a 3 year contract and I would have to wait for that contract end in Aug 2022. I was given a 95 gal. tote to use.
I phoned them in Nov. 2022 and was passed around to six different reps while they tried to find who could help, because I'm listed as commercial even though it's residential. Found Debbie, my sales rep, and the only person who can close my account. She told me my original contract expired on Aug. 16, 2022 and auto renewed for another 3 years. The only way to get out is to buy my contract for 6x the monthly fee on each month until Aug. 2025 +$100 for pickup.
I did not receive a new agreement in the mail asking me if I would like to continue; it was just automatically renewed. Debbie told me that Rumpke is not required to remind customers that their contract is renewing.
I've seen several things that indicate that rumpke sends out a updated user agreement, and read in others' accounts of dealings with Rumpke, people who have a regular 95 gal. tote don't have a contract, but because started with a dumpster I do. They won't do away with it even though I have not been in possession of the dumpster for 2+ years.
When I looked back at my original agreement from 2019, it says that I have send in a request via certified mail to terminate the contract at no more than 120 days before the end of contract but no less than 60 days.
I feel a 3-year contract is a shady business practice for just a tote, seeing as I fulfilled the original 3-year agreement for the dumpster.
Spoke to regional manager Dwayne who can do $18.50/month for 1 tote. Local competitors do 2 totes for $19. Still can't end contract.
Business Response
Date: 11/04/2022
November
4, 2022

Better Business
Bureau
Attn: ***** ****
Marketplace Resource Consultant
[email protected]
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
have contacted **** ***** and resolved the issue as requested.

Again,
we are very sorry for **** ******* experience. We appreciate her time, patience,
and business.

Sincerely,

Connie
H*******
Customer
Service Manager, Louisville Region
Rumpke
Waste & Recycling

Customer Answer
Date: 11/04/2022
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. Although, I did have to threaten a lawsuit before proper action was finally taken.

They have agreed to end the new contract with no penalties, and come take the trash bin back.

Regards,

***** *****

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