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:08/12/2022
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 June 17th the Rumpke drive threw my garbage can into their truck. There was nothing wrong with it, it was not over filled. I called that morning and was told they would put in a ticket and someone would call me back. I called a week later and was promised a call back with no return call. I called again, without a return phone call. The next time I called I was offered 6 months free to lease their can, but I had to pay for 6 months up front. I paid, and was then instructed it could take 15-21 business days to be delivered. I emailed on 8-3 and was told that if I didn’t have my can by 8-12 to call back. I emailed with no response and called and was told by a supervisor that it could take even longer to receive the can due to supply and demand and could not give me a delivery date, but that I could pick it up. I was then told that it could be an additional 15-21 business days before I receive the product I’ve already paid for.
Business Response
Date: 08/18/2022

August
18, 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 can confirm that the trash can was delivered
on August 17,2022 and a refund was requested for the rental fee. We spoke to
*** ******* by phone regarding the actions taken and 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 ###-###-####.

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: 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.

Regards,

**** *******
Initial Complaint
Date:08/09/2022
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.
We have had service with RUMPKE for almost 20 years. On July 19, 2022, I notified RUMPKE that we were moving, and needed the rented trash can picked up. During this conversation, I was told it takes between 7-10 business days to pick up the can. We SOLD the house and the new owners take possession August 10, 2022. Now we are being told that it takes 15-21 days for pick up. We were advised to have the can placed in front of the house that the driver is not permitted to go around the house to pick it up. We were also advised that if the can is not where is it supposed to be and they have to make a second trip, then we will be charged a pick up fee of $50.00 for RUMPKE having to go out a second time. I have sent email after email and made call after call to request the can be picked up to no avail. The new buyers move in tomorrow, August 10, 2022. I should not have to be responsible if they move the can or for a pick up fee. I would like the refund for the service that has not been received to be issued. and mailed.
Business Response
Date: 08/16/2022
August
16. 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 can confirm that the trash can was
removed. We spoke to *** ****** by phone regarding the actions taken and 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 ###-###-####.

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:08/09/2022
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 has had increasing troubles keeping their garbage pickup routes on schedule with trash pickups slipping from Tuesday AM to Saturday AM for almost the entire year so far. Their claim was that this is due to staffing shortages. While we can understand that considering the current economic environment this is not the only issue or the most concerning issue. Rumpke has also failed to pick up trash on multiple occasions including last week ( 08/01/2022 - 08/07/2022) and again this AM the garbage has not run, as of 8:20AM. There have been no credits for missed pickups. While we do not claim to understand their routes and staffing levels, it's rather frustrating that their garbage trucks and pickup crews are seen all over the county on various days of the week and have even been seen on the next road down from ours picking up garbage.

Rumpke has not responded to our complaints in a timely manner. They continue to bill us full price without credit for services not rendered. We would like your assistance to remedy these problems.

Other neighbors of ours have reported they have also contacted Rumpke and have been promised refunds, but they have not seen any credits yet.
Business Response
Date: 08/11/2022
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 sincerely apologize for **** ************ experience and undue frustration. We
promise our customers friendly, reliable service, and we didn’t deliver.

We spoke with **** ********** and
apologized for the service delays and credited her account $28.22.

Again, we are very sorry for **** **********’s
experience. We appreciate her time, patience and business. We look forward to
continuing to meet her waste collection needs for years to come.

Sincerely,

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

Customer Answer
Date: 08/17/2022
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:08/02/2022
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 the last month (20 business days), I have been trying get my two trash receptacles replaced after the driver damaged them during their weekly pick up schedule (lids ripped off and both lids now gone). I have reached out to the company multiple times explaining I live in the country where animals tend to get in cans if not secured by a lid. I also advised them that trash was everywhere due to higher winds.

Initially the company advised me to leave the containers empty at the end of my driveway so they could be swapped out… after a week, they still had not been swapped so I advised them that I had to use something to throw my trash away. They advised to go ahead and use them.

On July 23rd… I called again to advise them that I still had not received the replacement receptacles. They said someone would swap them out on Wednesday, July 24th, after my normal pick up service. The pick up service came but the new cans did not. I called customer service again… and they said the delivery window was now Wednesday/Thursday. Still no new trash containers were delivered. Called Friday morning, and the supervisor indicated that the crew was making deliveries in my county and they would be delivered/swapped out. At almost 5pm on Friday… still no new containers so I called again… supervisor said maybe Saturday.

On Monday morning… I called again to let them know that I still have not received the new containers. They said they would give me an update and had me leave a message with a manager. It’s now 5pm on Tuesday, August 2nd and still no response… and no replacement containers.

It has been over a month now since the lids to my trash receptacles were broken by their driver…
Business Response
Date: 08/09/2022
August
9, 2022

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

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

****** *****
**** * ******** **.
****** ****** ** *****

Dear *** ****,

Thank
you for the opportunity to address *** ******* concerns.
Customer service is very important to us, and we are sorry to hear about her
experience.

We are pleased to share
that her containers were exchanged on Thursday, August 8, 2022. A member of our
customer service team spoke with *** ***** by phone, and we have reached
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
********** Region
Initial Complaint
Date:08/01/2022
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.
Um under contract with precious trash company. Rumpled bought out A1 sanitation they told everyone that we would all pay the same rates until contract ends. Which isn't anytime soon.

They keep over billing me and breaching contract. I can prolly get a copy of the contract from tommy A if needed.

I will pay my 19.00 I will not however pay extra money on it. That's not how you treat customers under contract. Very un professional go through this every month. Tried of it.
Business Response
Date: 08/03/2022
****** ** ****

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

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

   Dear Ms. *****

Thank
you for the opportunity to address concerns presented by Mr. *******  First and foremost, we apologize for the
experience. We take matters like this one very seriously.

We have worked
together to address the issue directly and eliminate the potential for future occurrences
and/or misunderstanding.   We have spoken
to Mr. ****** concerning his account and believe we have addressed the matter
to Mr. ******** satisfaction.

We
appreciate Mr. ******** patience. Please contact me anytime at ************** if more information is needed.

Sincerely,

   ***
   Rumpke Waste and Recycling
   Dayton Region Customer Service
Customer Answer
Date: 08/04/2022
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,

***** ******
Initial Complaint
Date:07/31/2022
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 July 25, 2022 Rumpke came to empty our dumpster. The driver was having a hard time maneuvering the truck. The left side of our barn was backed into causing a hole and two panels to be pulled from the side. A wooden post was also knocked down. I watched this from my front porch. The driver was there for about 25 minutes and made no attempt to come speak with me. I reached out to Rumpke. They never got back with me by phone or email. I received a letter stating my claim that there was damage done to my barn had been denied.
Business Response
Date: 08/08/2022
August 4, 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.

We have worked
together to address the issue directly and eliminate the potential for future occurrences
and/or misunderstanding.   We have spoken
to *** **************** concerning her claim and believe we have addressed the
matter to *** ****************** satisfaction.

We
appreciate *** ****************** patience. Please contact me anytime at ###-###-####
if more information is needed.

Sincerely,

   Jan
   Rumpke Waste and Recycling
   ****** Region Customer Service
Initial Complaint
Date:07/29/2022
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.
Iam forced to pay this bill. I don’t even use the service and when I did I wouldn’t have to load all my trash up and drive it 3/4 a mile down the road then the morning after pick up dogs turn the cans over and shred trash all over the road and no one cleaned it up so I take my trash to work with me where we have a dumpster tired of paying for something I don’t use
Business Response
Date: 08/02/2022
August
2, 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.

Rumpke’s
contract with ********** County Fiscal Court requires mandatory delivery of
residential and commercial waste service for all customers in ********** County
per the County’s Solid Waste Ordinance outlined in House Bill 174. Therefore,
Rumpke cannot, by law, discontinue *** ****** service. However, *** **** may
contact ********** County Fiscal Court directly to discuss options.

Again,
we are very sorry for *** ****** experience. We appreciate his 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:07/28/2022
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.
Trash and recycling pickup for my address is on Thursday. Twice in the past I have called because trash pickup trucks have left the trash cans in the driveway. Recently there have been several times they have picked up the can(s) and moved it down the street from 5 to 20 feet and left them in the driveway instead of picking up the can, emptying it and putting it right back where it was picked up from. Today Thursday 7/28/22 BOTH the trash and the recycle bin was put directly in the way of the driveway. I know for FACT that this was NOT done by the regular trash pickup driver (Jeff) because he came later after they were both picked up.

Also, recycling is not supposed to be put in plastic trash bags, but they don't pick up recycling that does not make it into the truck while emptying the recycle bin leaving it in the street.

Both of these issues are unacceptable and cause hardship, especially for a disabled veteran such as myself.
Business Response
Date: 07/30/2022

July 29, 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,
we apologize for the experience. We take matters like this one very seriously.

We have worked
together to address the issue directly and eliminate the potential for future occurrences
and/or misunderstanding. We have spoken to *** *********, and believe we have
addressed the matter to his satisfaction.

We
appreciate *** ********** * patience. Please contact me anytime at ###-###-####
if more information is necessary.

Sincerely,

   Jan
   Rumpke Waste and Recycling
   ****** Region Customer Service
Initial Complaint
Date:07/27/2022
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.
Paid for nine months of trsh service plus can fee and no one will pick up trsh just drives by called every week nothing done
Business Response
Date: 07/29/2022
July 29, 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, we
apologize for the experience. We take matters like this one very seriously.

We have worked
together to address the issue directly and eliminate the potential for future occurrences
and/or misunderstanding. We spoke to *** ***** to confirm collection of the
trash. We believe we have addressed the matter to *** ******* satisfaction.

We
appreciate *** ******* patience. Please contact me anytime at ###-###-#### if
more information is necessary.

Sincerely,

   Jan
   Rumpke Waste and Recycling
   ****** Region Customer Service
Initial Complaint
Date:07/27/2022
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.
I was suppose to have my garbage picked up last Thursday when I went out to go to work it hadn't been taken. I was unable to call them until Friday. When I talked to the lady on the phone she stated I'm not sure why they didn't pick you up. It will take 24-48 business hours for them to come get it. I placed my garbage on the curb Sunday. I have had to call 5-6 more times to get the garbage picked up. I have talked to the same supervisor and have left messages for 2 days without a return call from her supervisor. It is now Wed. At 11 am and they still haven't come to collect the garbage they have missed. Not to mention I have had to clean up this garbage at least 4 times bc something keeps getting into it. The driver stated he came out Tuesday and there was no garbage outside however it has been sitting there since Sunday. The compensation for my time and their mistake is $3.00 which I feel is a slap in the face. This has been ridiculous and it has wasted my time. I would like someone's help to get this resolved and feel that they need to compensate more than what they have for my time that I have had to be on the phone on hold and the inconveniences they have caused me.
Business Response
Date: 07/28/2022
July 28, 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 *** **** has expressed as this is certainly
not Rumpke’s standard of service. We have applied a credit equivalent to two
weeks of service to her 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 spoke to *** **** by phone regarding the actions taken on her account.
Should she 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

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