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

398 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:12/25/2024
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 levied a large pricing increase of over $20 for 3 months of service. I made payment via ACH from my bank for the upcoming quarter's service.

After I paid I found another service provider substantially cheaper and signed up for trash service with them at which point I contacted Rumpke and cancelled before receiving service for the prepaid term.

I initially contacted Rumpke on or about November 25 to ask for a refund of my payment that had been made the prior week. I've called twice since that time and have been told I have a credit and it would take 2-3 weeks for the money to be returned to my account. As of December 25 I have not been refunded the payment. This is unjust enrichment and unfair business practice by Rumpke as this has been over 30 days.

I simplyy want my money back for service I cancelled and did not receive.
Business Response
Date: 12/27/2024

December 26th, 2025

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

Complaint ID: ********
Name: ********
******
Address: ********* **. SE
********** ** *****

Dear Ms. ******,

At Rumpke Waste & Recycling our mission is
providing exceptional service. Whenever a customer has a question or concern,
we take it very seriously. We recently received the complaint referenced above.
Upon reviewing this customer’s account, we took the following actions to
resolve the issue and ensure customer satisfaction.

We reviewed the account and determined a
refund was necessar and initiated the refund request. We have since spoke with
Ms. ****** regarding our resolution.

The issue this customer experienced is not
reflective of Rumpke’s service standard and for that we apologize. We greatly
appreciate this opportunity to make things right with our customer and to take
action to ensure excellent service moving forward.

Please contact me directly if more information
is necessary.

Sincerely,

J****** S******
Rumpke Waste and Recycling
Customer Service Manager

Customer Answer
Date: 01/07/2025
Refund check received.please close complaint.
Initial Complaint
Date:12/23/2024
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 expressed via email and certified letter that all accounts connected to our former buildings should be cancelled. Both should have been cancelled at the same time in October (once it was received). We should not have an outstanding balance for either. Further, Rachel M*** confirmed that the reason they had not been cut off was that she was waiting for new owners to reach out (see email November 5) which directly went against our request. Our service for both buildings were to be cut effective on the date of my letter which you received months ago. The new owner of 4800 has been occupying the building since September (if not before). We have nothing to do with the owner reaching out to continue services. As a longstanding RUMPKE customer, the amount of hassle we have faced cancelling our old services despite following instructions is beyond disappointing. I have repeatedly reached out to our account manager Rachel M*** and Garret L***** (who has yet to reach out to me). We currently carry a total balance of $790.55 across three accounts that should have been cancelled. I also have an email from Rachel m*** stating that she kept the service running until could hear back from the new owner.
Business Response
Date: 12/31/2024
December 31, 2024

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

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

Dear *** *****,

At Rumpke Waste & Recycling our mission is
providing exceptional service. Whenever a customer has a question or concern,
we take it very seriously. We recently received the complaint referenced above.
Upon reviewing this customer’s account, we took the following actions to
resolve the issue and ensure customer satisfaction.

First, we reviewed the account, next we
investigated this service issue with our management team and involved
personnel, and then we contacted the customer to share our findings and a
resolution.

The issue that this customer experienced is
not reflective of Rumpke’s service standard and for that we apologize. We
greatly appreciate this opportunity to make things right with our customer and
to take action to ensure excellent service moving forward.

Please contact me directly if more information
is necessary.

Sincerely,

Juanita H*****
Rumpke Waste and Recycling
Customer Service Manager
Customer Answer
Date: 01/02/2025
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.

Three of the four invoices marked as past due are associated with our previous addresses, which should have been cancelled in early October (refer to the attached document). We initiated the cancellation process at the end of September through both email and a letter, which was confirmed as received. Per the account manager, the service would then take around 4 days to cancel. However, the account manager admitted in an email that she was postponing the cancellation due to her inability to contact the new owner; directly disregarding our request to cancel services. This resulted in our organization being billed for services that we no longer needed for buildings that we vacated months prior. To reiterate, we are requesting that RUMPKE remove the overdue invoices currently reflected on our account. Once this matter is resolved, we will proceed with payment for our current account linked to our new location.

Regards,

********** **********
Business Response
Date: 01/13/2025
January 13, 2025

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

Complaint ID: ********
Name: **********
**********
Address: ****
******** ***
********** ** *****

Dear *** *****,

At Rumpke Waste & Recycling our mission is
providing exceptional service. Whenever a customer has a question or concern,
we take it very seriously. We recently received the complaint referenced above.
Upon reviewing this customer’s account, we took the following actions to
resolve the issue and ensure customer satisfaction.

We promptly communicated with our customer to
better understand the issue. After the discussion and a review of our service
records, we issued a credit to the account. We believe we have now fully
addressed all concerns.

The issue that this customer experienced is
not reflective of Rumpke’s service standard and for that we apologize. We
greatly appreciate this opportunity to make things right with our customer.

Please contact me directly if more information
is necessary.

Sincerely,

Juanita H*****
Rumpke Waste and Recycling
Customer Service Manager
Initial Complaint
Date:12/17/2024
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.
Requested trash service to begin 11/17, they said it would be a couple weeks before can was dropped off. A month later I called due to still no can being dropped and no trash service all month, yet I received the bill. I said please account and wipe away the bill since you all never serviced my address. I said I’ll go with another provider. They said they can’t do that so I requested a supervisor, they said please hold. She got back on and told me they can only back date to 11/23 so I’ll still owe them a week. I said I don’t owe you all anything considering you never serviced us and I don’t wish to be a customer at this point. They then proceeded to ask me if I’d like a can dropped off, I said no of course not. You all didn’t offer to fix the mistake of you not dropping a can off instead immediately said we can’t refund you or stop your bill. They still refused to remove the bill under my name even though they’ve never serviced my address and I canceled services altogether.
Business Response
Date: 12/19/2024
December 19, 2024

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 *** *****. First and foremost, we apologize for this experience.

After receiving this notification, our team
reviewed the account in question, and we have been in contact with *** ***** by phone. We have resolved this issue to
*** *****’ satisfaction.

Please contact me if additional information is
required.

Sincerely,

Juanita H*****
Rumpke Waste and Recycling
Customer Service Manager
Initial Complaint
Date:12/11/2024
Type:Product 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.
Have been having issues with Rumpke for quite some time ~ there has been numerous rate hikes without any notification ~ numerous times my trash was not picked up, yet was still charged for it
Found another company in September 2024 to pick up my trash & have been trying to cancel my Rumpke Account since 09/12/2024 ~ after multiple attempts to cancel & requests to pick up the dumpster … customer service did finally get back with me … yet I am still getting billed monthly & their dumpster is still in my yard
Business Response
Date: 12/23/2024

December 23rd, 2024

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

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

Dear Ms. *****,

Thank you for the opportunity to address
concerns presented by Mr. ****. First and foremost, we apologize for this experience.

After receiving this notification, our team
reviewed the account in question, and we have been in contact with Mr. **** by phone. We have resolved this to Mr.
****’s satifaction.

We appreciate Mr. **** ‘s business. Please
contact me if additional information is required.

Sincerely,

J****** S******
Rumpke Waste and Recycling
Customer Service Manager

Customer Answer
Date: 01/04/2025
Better Business Bureau:

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

Regards,

**** ****
Initial Complaint
Date:12/08/2024
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 requires you to pay in advance for dumpster rentals before they bring the dumpster to your house. In late June-early July, I paid $707 to rent a dumpster from Rumpke to be delivered to **** ******* **. and to be used for a week. Rumpke, in an error, picked up the dumpster a day early. When I called Rumpke to inquire about this, they brought the dumpster back the next day and gave me an extra day because it was their error. The person who I originally spoke (Charles M******) no longer works there. Ever since then, I have received several bills from Rumpke saying that I owe them $584. I've made several attempts to have this corrected as Rumpke has acknowledged that this bill is an error and that I do NOT owe Rumpke $584 since I had already paid in advance for the rental. I want this issue resolved before it shows up on my credit report. I would appreciate a quick resolution since it was Rumpke's error and I do not actually owe them any money.
Business Response
Date: 12/13/2024
December 13, 2024

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
apologize for the inconvenience she has experienced as this is certainly not
the standard of service for Rumpke.

We are pleased to share that after speaking to *** ******* by phone regarding her
billing issues this matter is resolved. Should she require further assistance she
is more than welcome to contact me directly. My phone number and extension are
###-###-####.

Sincerely,

Ashley H*****
Rumpke Waste & Recycling
Customer Service Supervisor
Cincinnati Region
Customer Answer
Date: 12/13/2024
Better Business Bureau:

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

Regards,

******* *******
Initial Complaint
Date:12/06/2024
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 used Rumpke for many years without issue. At our current residence we have been with Rumpke the entire 6 years we have lived here with no problems. All of a sudden on Friday November 8th our entire cul-de-sac had their trash picked up except ours. We are the first house on the left when entering our street. We didn't notice until the evening so we couldn't talk to someone until Monday. They didn't get back to us until Tuesday saying they could pick it up by Thursday. Since our trash was coming again Friday, we told them to forget it. Now, a few weeks later on Friday Dec. 6th - here we are again. Everyone around us has their trash gone... except us. There is NO issue with how we put the cans. They are all the way at the bottom of the drive the night before. No unapproved items in the cans, the lids fully closed/not overflowing, exactly as requested. The recycling is right next to it, and we have still not had any problems with the recycling. It is a small street, so I know we have the largest family on the street with 6 people. So, although like I stated the can was NOT overfilled, if we have to wait another week it certainly will be. We also live in an HOA where we are required to bring our cans up ASAP after trash pickup, so we look bad having to leave it out for days, but the issue is that we shouldn't have to. We just want what we are paying for - our trash picked up weekly with everyone else. This is beyond frustrating that it has happened a second time now in 4 weeks. The lack of communication and urgency to provide a quick resolution doesn't help. Seeing that we are the ONLY house skipped on our street adds to the frustration. We don't know what is causing this new issue, but any help in getting it resolved so our trash is not missed again in the future would be greatly appreciated. Thank you!
Business Response
Date: 12/11/2024
December 11,
2024

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

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

Dear Ms. *****,

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

We
are pleased to share the trash was collected on Tuesday, December 10, 2024. As
always, our goal is to provide friendly and reliable service, and we apologize
that this has not been his experience. We have discussed the problems with our
operations team and believe that we have identified the issue with their
service.

Should Mr. ***** require further assistance he 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,

A*****
H*****
Rumpke
Waste & Recycling
Customer
Service Supervisor
Cincinnati
Region
Initial Complaint
Date:12/05/2024
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.
We are escalating this issue because we live in a HOA community that does not allow trash/recycle/bins out after a specific time in the evening with fines pending. We have been trying to be patient but for the last 2 months once a month our recycle has been overlooked we called customer service to no avail. So the first time we dragged everything back in and put it out the following week. This has happened again today 12-05-24. We called customer service twice to make sure the route manager knew, they said no problem it was in the notes, the notes have not been opened yet. The recycle is still sitting there. The irony is everyone across the alley received pickup everyone on our side did not. This has got to stop,
Business Response
Date: 12/12/2024
December 11th, 2024

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 *** ********. First and foremost, we apologize for this experience.

After receiving this notification, our team
reviewed the account in question and attempted to contact *** ******** by phone. Although we were
unable to speak to *** ********,
we believe we have resolved all issues.

We appreciate *** ******** ** business and look forward to providing
excellent service moving forward. Please contact me if additional information
is required.

Sincerely,

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

Customer Answer
Date: 12/17/2024
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.

Rumpke has indeed resolved the complaint at this time and I would like to bring this matter to a close resolved.

Regards,

******* ********
Initial Complaint
Date:11/20/2024
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.
Rumpke will not send me a hard copy of bill after several requests i would like a hard copy of my bill every month my internet acsess is poor I need bill to stay current
Business Response
Date: 11/21/2024
November
21, 2024

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 paperless billing has been removed from his account and he
will receive a paper statement moving forward. We spoke to *** ****** by phone and
are pleased to report that this issue has been 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
Initial Complaint
Date:11/16/2024
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 paid Rumpke for the next 3 months of service on Aug. 20th, 2024. The normal amount of $53.83. The next week I decided to cancel this service and go with a local person. I let Rumpke know. I was canceling the service at the en off August during this week. I asked for a refund of what I just paid them. There response it would take at least 2 weeks for that to be processed and a payment sent out. It now almost 3 months and at least 3 follow up calls. I hear that it’s pending and the customer service will expedite it. Still no refund.
Business Response
Date: 11/18/2024
Tell November 18, 2024

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

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

OH *****

Dear Ms. *****,

Thank you for the opportunity to address Ms. *****’s
concerns. We apologize for
this experience.

After receiving this notification and
investigating the situation, we contacted Ms. *****, and at this time we
believe we have resolved this matter to Ms. *****’s satisfaction.

We appreciate Ms. *****’s patience throughout
this process. If necessary, please contact me for more information.

Sincerely,

J****** H*****
Rumpke Waste and Recycling
Customer Service Manager
Customer Answer
Date: 11/26/2024
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:11/15/2024
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 waste and recycling left a container slated for pick up sitting in front of our home on ****** Street in ********** for over four weeks, with multiple calls, interactions with the company, complaints, and additional tickets for pick up filed. I witnessed a crew come to and take the can from its location, returning it only moments later to the middle of the walking sidewalk. After four weeks of waiting, I could not have been more insulted! I escalated the ticket to management at The company, who has still failed to follow through on their obligation.
My base complaint is, while a company offers explicit external services (such as pick up of garbage, creation of new accounts, determination of routes) there are aspects of the business function which are less visible, and arenas in which customers have a little if any recourse if the company fails to follow through on its obligations as they have in this case. This is specifically why I am reaching out to external sources, my city council, local authorities, and the Better Business Bureau, to ensure that the things that these companies do when “no one is watching” are known, are seen, and acknowledge that they represent the true colors of the company. It is unfortunate that in situations where customers have a little if any recourse that the company chooses to turn a blind eye, create festering, thorns in customers, sides, leave their garbage containers sitting at the edge of ******** ********** and ************ marathon, cause mowing issues, parking issues, and the situation persists!
Business Response
Date: 11/19/2024

November
19, 2024

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 *** *****. First and foremost, we apologize for this experience.

I have contacted **** ***** regarding the
concern. We have removed the recycling cart and I believe we have fully addressed *** ******* concerns.

We appreciate *** *** **** ******* time, patience and
business. Please contact me if you need more information.

Sincerely,

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

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