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:10/31/2022
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 rented a dumpster and was told it was for one week. Rumple never picked it up, and tried to bill for the extra days. I called customer service and they reviewed the call with the salesperson, and confirmed what I said was correct and the rental was for one week. Still, Rumple sent an invoice for the extra days, so I called customer service again, the rep began talking about extra pro-rated days. She confirmed there were notes from the previous week, but wanted to transfer me to a supervisor's voice mail without solving the problem. Rumpke needs to clean up their act, and send invoices only when they are legitimate and stop wasting their customer's time with sloppy paperwork.
Business Response
Date: 11/06/2022
November 6, 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 this matter is completely
resolved.

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: 11/06/2022
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:10/27/2022
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.
Rumpke has failed to collect my garbage on numerous occasions, the most recent time was on 10/26/22. They never have given me a reason why it has occurred and they never come back in a timely manner to collect it, my pick up is on weds, by the time i notice the problem it's after business hours and so I can't contact them until Thursday and they say someone will collect with 48 business hours which takes me to Monday. I can not leave a full trash can on the curb for that long, it's disgusting. They always say they will look into why it keeps happening, but yet it keeps happening and I have never been told why. I mentioned to them yesterday that the front hook is broken, this can is leased through them and most likely they broke the hook during pick up at some point, so when they broke it , the can should have been replaced. I did not notice it was broken until about a month ago when they didn't fail to pick up and they asked if the can was damaged and I looked and told them what I found, yet no reply to that, no new can and they picked the garbage up for a few weeks after. This most recent time I was told that they would bring a new can within 7-10 business days but that if that front hook is broken they can't collect it. I asked what exactly am I supposed to do with this large can full of garbage and they have said nothing. Not to mention where am I supposed to put garbage for the next 7-10 days while I wait for a new can and my old one is full and they apparently won't take it. I emailed each time it has occurred, which I believe is 5 times now, so I have written documentation of my complaints. I am so upset that this continues to occur with no resolution
Business Response
Date: 11/03/2022
November
3, 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 confirmed
her trash can was exchanged on Monday, October 31,2022.

Unfortunately, we have been unsuccessful in
reaching *** ***** by phone but would like to discuss this resolution with her.
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:10/26/2022
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.
On October 10th our trash was collected as per every Monday morning except this time the garbage collector threw our garbage can that we purchased ourselves from ****** into the truck. This garbage can was perfectly useable as we have used it every week for over a year. I filed a complaint with Rumpke trash and recycling. The costumer service lady gave me two options. Option 1- buy a trash can through Rumpke (the big brown ones which we already rent from them) for $89 and receive free shipping/drop off $25 value or Option 2- buy a new trash can valued $25 or more, send in the receipt and receive a $25 reimbursement. Both seem very unacceptable someone who lives pay check to paycheck that’s just not in the budget. The lady acted like this happens all the time which if so is highly unacceptable and wrong.
Business Response
Date: 11/02/2022
November 2, 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 placed an order for a 95 gallon trash can to be
delivered at no additional cost to *** ******** to replace her missing can.

Unfortunately, we have been unsuccessful in reaching *** ******** by phone but would like to discuss this resolution
with her. 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
Customer Answer
Date: 11/02/2022
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.
Initial Complaint
Date:10/26/2022
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.
Since beginning recycling service with business, they have failed to pick up the recycling on the scheduled day requiring a complaint call and pick up 24 to 48 hours later. On the fourth week and sixth day of service, after three phone calls, business still neglected to pick up the recycling entirely and refused to issue credit saying that pick up was still on the log book. On the seventh day, the recycling had still not been picked up.
Business Response
Date: 10/27/2022
October
27, 2022

Better
Business Bureau
Attn: Ms. ***** ****
* ** ****** **** ***** ***
*********** ** *****

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

Dear Ms. *****

Thank
you for the opportunity to address these concerns. 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. Unfortunately, despite our efforts we have been unable
to reach this customer by phone. However we have reached out via email and believe
we have addressed the matter as requested.

We
appreciate the opportunity to investigate this situation and take appropriate
action. Please contact me anytime at ************** if more information is
needed.

Sincerely,

***
Rumpke
Waste and Recycling
Dayton
Region Customer Service
Customer Answer
Date: 11/03/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********. They were able to reach me and have offered a refund for the month of missed pick-ups. They picked up the most recently missed recycling. I find that this resolution is satisfactory to me. I am hopeful there's no further delays in pick-up.

Regards,

****** ****
Initial Complaint
Date:10/25/2022
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.
Rumpke Refuse service did not pick up my garbage at my house on Tuesday, October 4th, 2022. I have been with Rumpke for at least 4 years. Our trash pick up is every Tuesday, so every Monday, I take my trash can to the curb at the front of my house. It was never picked up on Tuesday, October 4th, so I called the company, and the lady I spoke to said there was a note saying "it was not out" (trash) I told her that was a lie! I told her I wanted a credit. She said she could not do that, but someone else would contact me about that, and now, 4 weeks later, and nobody from the company has called me. I am very upset about this!!
Business Response
Date: 10/26/2022
October 26, 2022

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

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

Dear *** ****,

Thank you for providing the opportunity for
Rumpke Waste & Recycling to respond to concerns presented by *** ********.
We apologize for the frustration that *** ******** has experienced.

Upon receiving this notification, our team
reviewed the situation extensively. We have since corrected this issue and have
spoken with *** ********.

At this ***e, we believe the complaint has been
resolved. We appreciate *** ******** ** patience and understanding, as well as
the opportunity to speak with him.

Sincerely,

Jessica S******
Rumpke Waste & Recycling
Region Customer Service Manager
Customer Answer
Date: 10/26/2022
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:10/24/2022
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.
******* ********, ******** County, ** entered into a contract with Rumpke Trash and Recycling Service to pick up the trash and recycleable material from ******* ******** residence each week. I pay $60+ each quarter for the service, but at least once a month and sometimes twice a month, Rumpke does not pick up either my trash, my recycleables, or both. This has been on-going for several years now and I have made numerous complaints to Rumpke and to the ******** ** ******* ********* ******** ******* ** an the failure to pick up just keeps happening. I am sick of paying for a service that I do not get.
Business Response
Date: 10/26/2022
October 26,
2022

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

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

Dear *** *****

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

After
receiving this notification, our team conducted an extensive review of recent
and past service issues, talked to *** ***** and made necessary adjustments to
alleviate issues and ensure optimal service moving forward.

At this
time, we believe the complaint has been resolved to *** ******* satisfaction.
We appreciate his patience and the opportunity to make improvements.

Sincerely,

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

Customer Answer
Date: 10/26/2022
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 Answer
Date: 10/26/2022
All they did was to finally pick up 5 days late and promise to fix. They have done same thing 7 times over last 3 years. They need to be accountable and either refund when they miss or not charge me by quarter in advance and I deduct for any missed collection of either trash or recycleables at an agreed amount
Customer Answer
Date: 10/27/2022
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.
Date Sent: 10/26/2022 5:26:52 PM
All they did was to finally pick up 5 days late and promise to fix. They have done same thing 7 times over last 3 years. They need to be accountable and either refund when they miss or not charge me by quarter in advance and I deduct for any missed collection of either trash or recycleables at an agreed amount

Regards,

***** *****

Business Response
Date: 11/02/2022

November 1, 2022

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 *** ***** since we received the complaint and have reached a solution.

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

Sincerely,

Jessica
S******
Rumpke
Waste & Recycling
Initial Complaint
Date:10/21/2022
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.
I cancelled over a month ago, spoke with them directly. Was told they would be out soon to get the dumpster. Now they still haven't got it and charged me again! I cancelled because on at least 2 occasions they didn't pick up and still charged me. Then when I called they refused to compensate me for their failure. I had someone visit who confirmed it was their fault. The supervisor, was rude and didn't take responsibility for their failure, I have had to cancel a few time now. I don't want a call from them, they are rude and don't follow through, I want the charge reversed and their dumpster gone
Business Response
Date: 10/26/2022
October 26, 2022

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

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

Dear Ms. *****

Thank you for the
opportunity to address the concerns presented by Mr. ******* First, we
apologize for the experience. This is certainly not our standard of service, and
value Mr. ******** business.

After reviewing his
request, we have closed his account per his request. We have also spoken to Mr.
****** and confirmed the container has since been removed. We greatly
appreciate Mr. ******** time and willingness to work with us.

At this time, we believe
we have addressed Mr. ******** concerns.

Sincerely,

Jessica S
Rumpke Waste and
Recycling
Region Customer Service
Manager
Initial Complaint
Date:10/20/2022
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.
My issue is the garbage/recycling driver is not picking up our trash every week this has now happened multiple times. They pick up everybody else on our street but my recycling bin is left full with trash.
Business Response
Date: 10/25/2022
October
21, 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

Customer Answer
Date: 10/25/2022
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.
they have contacted me and gave me solutions.. they told me they would have my recycling picked up that day (which they never got too.. I currently still have it all )

Regards
Initial Complaint
Date:10/16/2022
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 canceled my service with Rumpke at the end of August 2022. We were told to please leave our two 95 gallon trash cans 3-5 feet from the road and allow up to two weeks for removal of the cans. They also advised if the cans were not out when they came to pickup we would be charged a $50 trip fee non refundable. I have called twice asking for a time frame for removal. I get the same run around. Leave them out we will pick them up.
I live in a rural area and they are empty and constantly blowing out into the highway. This can be dangerous in many ways. I’m fed up with having to move them every single day.
Business Response
Date: 10/19/2022
October
19, 2022

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

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

Dear Ms.
Beck,

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.
We have left a message for *** ****** to confirm cart removal and address 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: 10/19/2022
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:10/14/2022
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.
I rented a dumpster in November 2021. My contract was Paid in full. I was notified by the city and fined upon learning they never picked up the dumpster 7 months later. I was Under no obligation to call them. After notifying rumpke, they stated they simply had forgot to pick the dumpster up for 7 months. When they went to our empty property, neighbors had used it and it was overflowing. I purchased a new dumpster to unload rje overage. They in turn charged me almost $300 for a dead run. It is very strange, after 7 months and me incurring a fine for their negligence that I am sent a bill for a “dead run”. I fulfilled my obligation. I was never advised nor listed in my contract that I need to advise them to pick up dumpster.
Business Response
Date: 10/18/2022
October
17, 2022

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

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 left a message for Ms. *** concerning her account and 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,

Jan
Rumpke
Waste and Recycling
Dayton
Region Customer Service
Customer Answer
Date: 10/18/2022
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.

Regards,

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

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