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.
138 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:08/26/2022
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.
The current pickup for our street has trucks coming at 3-4am . The street is filled with families with young kids that are getting woken up by the trucks for over a half hour. Kids aren’t able to fall back asleep and struggling at school that day.
Business Response
Date: 09/02/2022
September
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 this complaint seriously.

We agree with you that 4:00 AM is early, however, some
of our drivers must leave early to avoid slowing down high traffic areas or
being in the way while children are boarding the bus for school. We have sent a
communicated this issue to our operations team in attempts to change the pickup
time. We are hopeful that we can resolve this situation.

Should ***** wish to speak further about
the issue they are 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
Business Response
Date: 09/02/2022
September
2, 2022

Better
Business Bureau
Attn: ***** ****
1 ** ****** **** ***** ***
Cincinnati,
OH 45202

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

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

Dear Ms. *****

Thank you for the opportunity to address Deepa Pinter’s concerns. Customer
service is very important to us, and we take this complaint seriously.

We agree with you that 4:00 AM is early, however, some
of our drivers must leave early to avoid slowing down high traffic areas or
being in the way while children are boarding the bus for school. We have sent a
communicated this issue to our operations team in attempts to change the pickup
time. We are hopeful that we can resolve this situation.

Should Deepa wish to speak further about
the issue they are 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: 09/07/2022
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,

***** ******
Customer Answer
Date: 09/07/2022
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:08/25/2022
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.
Like the complaint that was filed on 8/15/22, I also cancelled my service on 6/29/22. Was told that the cart would be picked up within 15-21 business days. As of today it's been 40 business days and their cart is still sitting in my driveway. I've sent two emails asking when the cart will be picked up and their response has been "we're sorry about that". My patience and my being nice has reached the end. From reading other complaints it sounds like the only way to get things done with Rumpke is to file a complaint with the BBB, that's sad. I haven't been billed yet for the container like the person on the 8/15/22 complaint, and I better never be billed for it. I have worked in the waste and recycle business in the past so I understand better than most what goes on. This is TERRIBLE customer service. I want the cart gone.
Business Response
Date: 08/30/2022
August 30, 2022

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

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

******** ******
*** ******* ***** **
Lexington, KY 40514

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 can confirm that the trash can was removed
on Friday, August 26th.

Should Ms. ****** 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: 08/31/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 17766953, and find that this resolution is satisfactory to me.

Regards,

Charlene ******
Initial Complaint
Date:08/24/2022
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.
My trash removal service with Rumpke is scheduled for every Wednesday and my bill is paid in full for the entire year. On Tuesday, August 9th my trash cans were set out for pickup on Wednesday, August 10th however, Rumpke failed to complete this service and I chalked it up to us having a new driver and an honest mistake. On Tuesday, August 16th my trash was again set out for pickup on Wednesday, August 17th and once again Rumpke failed to complete this service. I made a call the customer service and informed them that my trash had been missed for the last two weeks. I was informed that the field supervisor would be contacted and that I was to leave my cans out that someone would be there by Friday, August 19th no later than 6pm to correct this mistake. Needless to say no one came on Friday and another call was made where I was informed to leave my can out because they may be behind and will get to it on Saturday, August 20th. And yet again Rumpke didn't show and another call was made on Monday, August 22nd at which time I was informed that the field supervisor would be contacted to make sure services would take place on Wednesday, August 24th. On Tuesday, August 23rd all cans were taken back out for collection and again Rumpke failed to collect so another call was placed where I was yet again told to leave the cans out that they would contact the field supervisor to make an extra stop. I requested to speak with someone in upper management and was denied because the field supervisor must first be contacted even though this was the very first action taken back on Wednesday, August 17th with no response.
Business Response
Date: 08/30/2022
August 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 are pleased to share the trash was collected
on August 26, 2022. 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:08/24/2022
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.
Rumpke failed/refused to provide prepaid trash pickup on both 8/17/22 and 8/24/22. The customer service line was called on 8/17/22 and were alerted to the issue; they indicated that there were no issues with my account. The customer service agent informed me that they had 24-48 hours to complete the pickup. When that time-frame ended and I called the customer service line back they informed me that they would contact operations and let them know but still no trash picked up but nothing was done to follow up or actually pick up the trash.

This is the most recent incident but this exact issue happened earlier this year with the same results. There have been at least 4 occasions in the last year when our house was the only one that did not get their trash picked up.

The fact that they are taking payments, not providing the service and then essentially lying to the customer when they tell them that they will alert the operations department of the issue because nothing is being done to resolve the issue such as actually picking up the trash or offering a credit for the missed pickup.

I entered a contract with Rumpke to provide this service and they have repeatedly breach this contract.
Business Response
Date: 08/26/2022
August
26, 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 not been able to reach *** ****** concerning his
service. We have cancelled his service
from a previous request and issued the refund.

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

Sincerely,

Jan K*****
Rumpke
Waste and Recycling
******
Region Customer Service
Initial Complaint
Date:08/23/2022
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.
They failed to pick up trash for everyone on my street .
I called nieghbors called were told the same story pick up
with in 48 hrs .Did not happen .
Just don't lie. Please do what we are paying for.
We were charged for service they did not provide . That means theft in my book.
Business Response
Date: 08/29/2022
August 29, 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 their complaint seriously.

We apologize for the frustration that has been expressed as this is certainly
not Rumpke’s standard of service. We have applied a credit equivalent to one
week of service to their account to compensate for the missed collection and
time spent. We have also addressed the issues regarding the service with our
operations team and are confident the issue is resolved.

We were unable to reach *** ***** by phone but would like the opportunity to discuss
this matter further. They are 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: 08/29/2022
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:08/22/2022
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 has not been collected for over 2 weeks now. I have reached out to this business 3 times. Each time I’m told “sorry” leave the cans at the curb and it will be picked up in 24 to 48 hours, it’s being delivered to a supervisor, they understand my frustration and it is being escalated. It’s still there, completely full and still no resolve after 3 weeks.
Business Response
Date: 08/25/2022
August
25,2022

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, we apologize
for the experience and undue frustration. We take matters like this one very
seriously and want to make things right.

We
have received confirmation from our Operations Team that service has been
completed. We also reached out to *** ******** and left a voicemail to return
our call.

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

We
look forward to continuing to meet his waste disposal needs for years to come.

Sincerely,

Connie
H*******
Customer
Service Manager, ********** Region
Rumpke
Waste & Recycling
Initial Complaint
Date:08/18/2022
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.
Our trash collection in my neighborhood of saddle brook here in Berea always happens on Monday evenings. It's now Thursday 8/28/22 my trash bin is still at the curb and not serviced. Neither are the other customers in my subdivision.
I emailed Tuesday night got an automated response someone will be in contact with you. It's now Thursday morning and trash bin still at the curb and no response. This is totally unacceptable!
And on top of that you raise my bill up bucks for poor service such as this?
So since you won't return my emails this is the only way to get any sort of resolution apparently?
Business Response
Date: 08/26/2022

August
25, 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 are pleased to share the trash was collected on August 19,
2022. We have addressed the issues regarding the service with our operations
team and are confident the issue is resolved.

We were unable to reach *** ***** by phone but would appreciate the opportunity
to discuss this resolution. 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
Initial Complaint
Date:08/17/2022
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.
On August 17, 2022 I contacted Rumpke wasting recycling regarding damage to two of my trash totes. Over a couple weeks I noticed the metal lift handle the trash trucks used to lift the can into the back of the truck was bent and appeared to be in a state of failure. On August 17 I noticed my Second, identical, can had a large crack in the area of the lift handle at the garbage cans front. over the few weeks time frame, I have noticed the trash truck operators shake the cans with the lift device in a hard manner that coincides with the damage to the cans. These are the larger 96 gallon trash cans widely used for trash waste. These cans can be rented from Rumpke or purchased by the homeowner From large retail hardware stores. As a quick observation, it appears that roughly half of my neighbors in the area have opted to buy their own and have purchased the same “Toter” brand that I have used for several years without any issue. Coincidentally this is the exact same garbage can that surrounding municipalities use for their refuge pick up. I contacted Rumpke regarding the damage and spoke with a representative on the phone. They offered me $20 to replace the cans that cost at least $100 each. I asked to speak with a supervisor who could possibly authorize a replacement can. I spoke with Monica and explain the situation and sent photos via email. On follow up she offered $10 and said that the cans were not compatible with their trucks. I find this hard to believe because we have had these cans for so many years without any issue raised by Rumpke. Additionally my neighbors who own the exact same can have not had any notification from Rumpke that there was a compatibility issue. I believe Rumpke truck operators have been extremely aggressive with the hydraulic lift device that led to the damage of my cans and would like them replaced by Rumpke. I would be OK with them replacing it with one of their cans or the Toter brand Hi and my neighbors have had without issue for years
Business Response
Date: 08/24/2022
August 24, 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 a replacement trash can
was delivered on August 23, 2022.

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:08/17/2022
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 signed up for service with rumpke at the beginning of march, 2022 after purchasing my home.

I was told that I would need a cab from them and to prepay service in advance for a year and was quoted a year of services in advance for $79.99 which you can see they took from my account to start our service agreement.

I began seeing a bill from them a month later. I disputed it several times.

I started to have them call me from collections about the bill which I explained and disputed.

Finally, I began to receive letters regarding them cancelling my service and even taking my van back.

This infuriated me as I’ve only received 5 months of service of the 12 that I paid for.

A representative told me that I was quoted incorrectly. And that I should have paid more. To me, that is not my issue, they had zero issues accepting card information and pulling money out of my account. I didn’t decide on the price or what they pulled out, that is on rumpke.

Now I have heard multiple stories from multiple reps such as:

1. There was an incorrect credit on my account and that caused a charge to be generated

2. I was quoted wrong from the beginning

3. There was a change in my billing based on my location after the fact

4 I was charged for 2 cans when I only have 1

It’s just like after lie. Moral of the story is rumpke took mon money for services and changes after they took the money. I’m not paying them anything.

The supervisor I spoke to literally told me she could refund me my money, basically that I don’t have to be a customer anymore because I was upset.

But you can’t just wipe out the $15.00 you claim I owe?

She even mentioned if services cancelled I’d get a refund back for services unused, well duh I paid for a year in advance and should be good through 2023.

I have called them, they have called me and I’m getting nowhere. I need help to have this resolved.
Business Response
Date: 08/24/2022
August 24, 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 *** ********* complaint seriously.
We apologize for the frustration that he has described, and have worked with
him to resolve the issue.

Our priority is transparency and open communication with our customers and
team. When it comes to billing, we strive for accuracy and fair pricing.
We are pleased to share that after speaking to *** ******* by phone we have
reached an agreement and look forward to continuing our business relationship
for many years to come.

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:08/15/2022
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 called and cancelled my service with Rumpke the last week of June. I was told to leave the rolling tote at the end of my driveway and it will be picked up in 2 weeks. I have since then emailed and phoned several times. My emails this month have gone unanswered but when I call they said they have all my emails and read to me my last corresponence. Each time I call I am assured that the tote will be picked up within a week or within a few days. The tote is still in my drivway. I am now being billed 50.00 for the tote. I called and the rep told me they would take that off and it is still there. I want the tote picked up and remove the 50.00 from my bill.
Business Response
Date: 08/18/2022

August 18th,
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 *** ********. First and foremost, we
apologize for the experience. This is certainly not our standard of service, and
value *** ********** business.

After reviewing her
request, we were able to remove the cart and charges on her account. We greatly
appreciate *** ********** time and willingness to work with us.

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

Sincerely,

Jessica S******
Rumpke Waste and
Recycling
Region Customer Service
Manager

Customer Answer
Date: 08/18/2022
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 made several phone calls to me to follow up to be sure everything I reqested was completed.
Thank you BBB for all your help! It was very frustrating to get the run around for almost 2 months with Rumpke. Everything was completed in less than a week of me subitting a request for help from you.

Regards,

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

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