March 18,
Revdex.com
Attn.: Ms*** ***
E Fourth Street, Suite
Cincinnati, Ohio
RE: Complaint ID ***
Mr*** * ***
To Whom It May Concern,
This letter is in reference to Mr*** L ***’s complaint regarding being
invoiced for serviceWe apologize for the confusion; however, service was initiated from an email request that was responded to on September 11, We have since cancelled the service, credited all charges and the account now shows a zero balanceAll appropriate agencies have been notified
Our records indicate that Mr*** was advised of this information through an email dated March 10,
Again, we apologize for any inconvenience this may have caused
If you need any further information, please do not hesitate to contact us at ###-###-#### between the hours of 8:a.mand 5:p.m
Thank you for your attention to this matter
Sincerely,
Jennifer * S***
CC: MrJeffrey * R***, Cincinnati Regional Vice President
February 23,
*** ***
** *** ***
*** ** ***
Dear Mr***,
I am sorry that my response to your Revdex.com complaint did not meet your expectationsOur operations management has been alerted to your neighbors who consistently set out extra trash
Beginning in April, the City of Elsmere requires all trash be placed completely inside a Rumpke trash cartCustomers may place one large item and one extra trash can out for pickup each week by pre-scheduling collectionUnauthorized trash cans, loose bags or items too large to fit inside of a trash cart, like furniture and appliances, will no longer be collected
Sincerely,
Debbie A*** Rumpke of Kentucky
###-###-#### ***
May 29,
*** * ***
*** *** ***
*** ** ***
Dear Mrs***
I understand your complaint and reiterate our company’s
position that items left with the trash will be removed as part of the service
we provideI believe your complaint stems from your expectation that the same
crew would be removing your trash each and every time. Rumpke does not guarantee the same crew will
pick up your street as vacations and schedule changes may result in other crews
providing that service. A prudent worker
will, in an effort to perform his job in a prescribed and professional manner,
remove all objects placed with the trash cans.
Respectfully,
*** ***
Regional Safety Manager
Central Ohio Market
In June of the City of Xenia entered into a new contract with Rumpke that required the use of Rumpke provided Carts for weekly automated refuse and recycling collection This new program eliminated for use customer owned containers The program also calls for a monthly bulk item
collection The bulk item service is not designed for extra general refuse It is for designated large items ( furniture , appliances , etc)
The new program has two options for residents that have extra refuse above and beyond the volume that fits in their weekly cart They can contact the city and request an additional cart for a fee or purchase specially marked bags designed for residents that have the occasional need to dispose of extra refuse
Rumpke and the City of Xenia worked together prior to the initiation of the new service to communicate the guidelines of the new program clearly to Xenia residents through a variety of communication tools We sincerely regret if Mr*** did not receive any of the multiple forms of communication that were utilized to make Xenia residents aware of the new collection program Whatever the basis for the misunderstanding , in this instance Rumpke will have a driver collect the trash in the customer owned can in question on Monday this time but going forward the guidelines of the program will need to be followed We will also forward to Mr *** a written copy of the program guidelines
Revdex.com:
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, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I am not sure why the conversation I had when setting up the appointment cannot be locatedI was never told the bagster would be takenAnd it was never ripped due to the branchesIt ripped when they pulled in onto the truck and it got stuckThe gentlemen who took it even said it ripped when it got caught on part of the truckThey also stated this situation has happened before when other people using their service were not told the bagster would be takenThey said it is like the game "telephone" when one person says something and by the time it gets to the 7th customer service rep, it is never the sameThis is the worse customer service I have ever experienced
Regards,
*** ***
Ms***
has been contacted regarding the service issueA driver was dispatched to her
residence to collect the trash todayIn addition, Ms*** will be receiving
a credit on her account for the two weeks of non-serviceRumpke appreciates
Ms***'s business and the opportunity to
resolve the issueIn addition,
Rumpke would like to extend an apology for any inconvenience this incident may
have caused the homeowner
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
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, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. The business did come by and picked up the trash on 9/And they also credited my accopunt one weekThank You so much for your help
Regards,
*** ***
We are sorry for the inconvenience. A request has been submitted to our corporate office to issue a refund check. Please let us know if you have any other questions thank you
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Our records indicate that the customer initially called on 7/14/to cancel the accountThe customer service rep correctly notated the account and forwarded the cancellation request to the respective account manager assigned to the accountOur records also indicate that the account manager did
meet with the customer the same day to discuss the matter, offering a price concession but the customer remained intent on cancelling serviceAlthough previously credited for charges accrued from 7/20/forward, effective 10/27/16, the account was credited for all charges accrued from 7/14/16, when the customer initially called to cancel, until ultimately cancelledThe remaining charges on the account are for the services provided from 7/1/to 7/14/16, plus finance charges accrued for non-paymentThere is no indication or evidence that we have that support there were service concerns or interest in cancellation prior to prior to 7/14/Once we learned of any potential issues we made contact with the customer immediately and attempted in good faith to resolve any concernsThe customer’s account is now closed and remaining balance cleared.*** ***Customer Service Supervisor Rumpke Waste and Recycling
January 25, 2017*** *** ***
*** *** ***
*** *** ** *** Dear Ms***We received your Revdex.com complaint dated January 23, regarding a couch that wasn’t collected from the curb in front of your residence at *** *** *** ** *** *** *** as well as
your concerns with pictures of the couch our team member obtainedFirst of all, we apologize for not being able to resolve this issue in a timely mannerRumpke does have a policy that we don’t collect mattresses or upholstered furniture unless the items are completely sealed in disposal plastic prior to collectionThis is a safety measure to protect the health of our team membersAfter we didn’t collect the couch the week of January 9, you did attempt to meet these specificationsUnfortunately, when we returned to collect the couch on January 23, it wasn’t properly preparedIt had plastic on it; however, it wasn’t completely wrapped or sealedAt that time, our driver obtained a picture of the couch on the curb to share with our customer service and operations team to explain why collection didn’t occurWe would be happy to provide this picture to youWe assure you, that the picture is only for internal use and was obtained from the public roadwayWe did attempt to reach out to you at this time; however, we didn’t have the correct phone number on fileWe would be happy to collect the couch from the curb once it is properly prepared for collectionAgain, we apologize for not being able to resolve this earlierIf you would like to discuss in more detail, please contact me directly at 1-*** *** ***
July 8,
Revdex.com
Attn.: Ms*** ***
* *** *** *** *** ***
*** *** ***
RE: Complaint Number ***
Mr*** * ***
To Whom It May Concern,
I am writing in response
to Mr***’s rejection. After our
conversation on July 7, 2015, Mr*** has indicated that he feels this
incident has been resolved
If you need any further
information, please do not hesitate to contact me at (513) ***
Thank you for your
assistance
Sincerely,
*** * ***
Cc: Mr *** * ***, Cincinnati Regional Vice
President
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint I want my stolen cart returnedThe police made you return my carts before, as you came on private property and stole themAlso, my cart did have a sold sticker on it, though it was fadedWhoever took my cart should have seen this, but they never bothered to knock on my door to askIn any case, if you think that Rumpke sticker on the side of the cart makes a difference, then let's go there and see who comes out on top.
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Rumpke appreciates the opportunity to respond to the issue. We have reached out Ms*** to discuss the auto draft payment issue. Ms*** had difficulty removing the stored bank information on an invalid account and replacing it with the current account on
Rumpke's website. A total of $was credited to the account for returned payment fees. This includes the payment that Ms*** stopped payment on recentlyIn addition, the auto draft has been removed from her Rumpke account and the invalid bank account information has been deleted. Rumpke apologizes for any frustration caused by this issue. Ms***'s service has been restored. If there are any further issues, please don't hesitate to contact me at ***.Sincerely,Laurie P***Customer Service Manager
Revdex.com:
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, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
August 1, Revdex.com Attn.: *** *** *** E Fourth Street, Suite Cincinnati, Ohio RE: Complaint Number ***
*** *** *** To Whom It May Concern, This letter
is in response to Mr***’s request for exemption from the Colerain, Ross and Springfield Township, Ohio solid waste and recycling consortium service agreement which requires all residences within township limits to use township-selected waste collection servicesRumpke appreciates Mr***'s positionWe are taking his request very seriously After reviewing the correspondence shared, we feel it is crucial and necessary to maintain consistency with the terms of the agreement with Colerain TownshipAccording to the contract there are two main options for customer exemptionThe resident may provide a CAUV form if the property is listed as a working farm or provide a certified letter from their employer stating they are able to dispose of their trash at their place of employmentUnfortunately, the notarized letter Mr*** provided does not fulfill either of these criteriaWith this in mind, we are not able to offer an exemption for Mr*** We left a message for Mr*** on Wednesday, June 8, regarding his opt-out letterHe returned the call on June 9, 2016, but failed to provide any additional details required to further consider exemptionWith this in mind, the account has been active up to this dateRumpke would very much like an opportunity to speak to Mr*** directly to collaborate and attempt to work through this issue Please do not hesitate to contact us at (513) *** between the hours of a.mand p.mif further information is necessary Thank you for your assistance in this matter Sincerely, *** ** *** Customer Service Manager Rumpke Waste & Recycling CC: Mr*** ** ***, Cincinnati Regional Vice President
July 18, Revdex.com Attn.: Ms*** *** E Fourth Street, Suite Cincinnati, Ohio RE: Complaint Number *** Ms*** *** To Whom It May Concern, This letter is in response
to Ms***’s complaint regarding missed service. I apologize if there was confusion about the power lines, however, we have placed a credit on Ms***’s account for missed service on July 13, and will be certain to pick up all trash on her next service day. Also, the call has been reviewed with the customer service representative and appropriate action is being taken to assure a positive customer experience in the future Again, we apologize for any inconvenience this may have caused Thank you for your assistance in this matter Sincerely, Jennifer *S*** West Area Customer Service Manager Cc: Mr*** *Rumpke, West Area President
March 18,
Revdex.com
Attn.: Ms*** ***
E Fourth Street, Suite
Cincinnati, Ohio
RE: Complaint ID ***
Mr*** * ***
To Whom It May Concern,
This letter is in reference to Mr*** L ***’s complaint regarding being
invoiced for serviceWe apologize for the confusion; however, service was initiated from an email request that was responded to on September 11, We have since cancelled the service, credited all charges and the account now shows a zero balanceAll appropriate agencies have been notified
Our records indicate that Mr*** was advised of this information through an email dated March 10,
Again, we apologize for any inconvenience this may have caused
If you need any further information, please do not hesitate to contact us at ###-###-#### between the hours of 8:a.mand 5:p.m
Thank you for your attention to this matter
Sincerely,
Jennifer * S***
CC: MrJeffrey * R***, Cincinnati Regional Vice President
February 23,
*** ***
** *** ***
*** ** ***
Dear Mr***,
I am sorry that my response to your Revdex.com complaint did not meet your expectationsOur operations management has been alerted to your neighbors who consistently set out extra trash
Beginning in April, the City of Elsmere requires all trash be placed completely inside a Rumpke trash cartCustomers may place one large item and one extra trash can out for pickup each week by pre-scheduling collectionUnauthorized trash cans, loose bags or items too large to fit inside of a trash cart, like furniture and appliances, will no longer be collected
Sincerely,
Debbie A*** Rumpke of Kentucky
###-###-#### ***
May 29,
*** * ***
*** *** ***
*** ** ***
Dear Mrs***
I understand your complaint and reiterate our company’s
position that items left with the trash will be removed as part of the service
we provideI believe your complaint stems from your expectation that the same
crew would be removing your trash each and every time. Rumpke does not guarantee the same crew will
pick up your street as vacations and schedule changes may result in other crews
providing that service. A prudent worker
will, in an effort to perform his job in a prescribed and professional manner,
remove all objects placed with the trash cans.
Respectfully,
*** ***
Regional Safety Manager
Central Ohio Market
In June of the City of Xenia entered into a new contract with Rumpke that required the use of Rumpke provided Carts for weekly automated refuse and recycling collection This new program eliminated for use customer owned containers The program also calls for a monthly bulk item
collection The bulk item service is not designed for extra general refuse It is for designated large items ( furniture , appliances , etc)
The new program has two options for residents that have extra refuse above and beyond the volume that fits in their weekly cart They can contact the city and request an additional cart for a fee or purchase specially marked bags designed for residents that have the occasional need to dispose of extra refuse
Rumpke and the City of Xenia worked together prior to the initiation of the new service to communicate the guidelines of the new program clearly to Xenia residents through a variety of communication tools We sincerely regret if Mr*** did not receive any of the multiple forms of communication that were utilized to make Xenia residents aware of the new collection program Whatever the basis for the misunderstanding , in this instance Rumpke will have a driver collect the trash in the customer owned can in question on Monday this time but going forward the guidelines of the program will need to be followed We will also forward to Mr *** a written copy of the program guidelines
Revdex.com:
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, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I am not sure why the conversation I had when setting up the appointment cannot be locatedI was never told the bagster would be takenAnd it was never ripped due to the branchesIt ripped when they pulled in onto the truck and it got stuckThe gentlemen who took it even said it ripped when it got caught on part of the truckThey also stated this situation has happened before when other people using their service were not told the bagster would be takenThey said it is like the game "telephone" when one person says something and by the time it gets to the 7th customer service rep, it is never the sameThis is the worse customer service I have ever experienced
Regards,
*** ***
Ms***
has been contacted regarding the service issueA driver was dispatched to her
residence to collect the trash todayIn addition, Ms*** will be receiving
a credit on her account for the two weeks of non-serviceRumpke appreciates
Ms***'s business and the opportunity to
resolve the issueIn addition,
Rumpke would like to extend an apology for any inconvenience this incident may
have caused the homeowner
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
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, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. The business did come by and picked up the trash on 9/And they also credited my accopunt one weekThank You so much for your help
Regards,
*** ***
We are sorry for the inconvenience. A request has been submitted to our corporate office to issue a refund check. Please let us know if you have any other questions thank you
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Our records indicate that the customer initially called on 7/14/to cancel the accountThe customer service rep correctly notated the account and forwarded the cancellation request to the respective account manager assigned to the accountOur records also indicate that the account manager did
meet with the customer the same day to discuss the matter, offering a price concession but the customer remained intent on cancelling serviceAlthough previously credited for charges accrued from 7/20/forward, effective 10/27/16, the account was credited for all charges accrued from 7/14/16, when the customer initially called to cancel, until ultimately cancelledThe remaining charges on the account are for the services provided from 7/1/to 7/14/16, plus finance charges accrued for non-paymentThere is no indication or evidence that we have that support there were service concerns or interest in cancellation prior to prior to 7/14/Once we learned of any potential issues we made contact with the customer immediately and attempted in good faith to resolve any concernsThe customer’s account is now closed and remaining balance cleared.*** ***Customer Service Supervisor Rumpke Waste and Recycling
January 25, 2017*** *** ***
*** *** ***
*** *** ** *** Dear Ms***We received your Revdex.com complaint dated January 23, regarding a couch that wasn’t collected from the curb in front of your residence at *** *** *** ** *** *** *** as well as
your concerns with pictures of the couch our team member obtainedFirst of all, we apologize for not being able to resolve this issue in a timely mannerRumpke does have a policy that we don’t collect mattresses or upholstered furniture unless the items are completely sealed in disposal plastic prior to collectionThis is a safety measure to protect the health of our team membersAfter we didn’t collect the couch the week of January 9, you did attempt to meet these specificationsUnfortunately, when we returned to collect the couch on January 23, it wasn’t properly preparedIt had plastic on it; however, it wasn’t completely wrapped or sealedAt that time, our driver obtained a picture of the couch on the curb to share with our customer service and operations team to explain why collection didn’t occurWe would be happy to provide this picture to youWe assure you, that the picture is only for internal use and was obtained from the public roadwayWe did attempt to reach out to you at this time; however, we didn’t have the correct phone number on fileWe would be happy to collect the couch from the curb once it is properly prepared for collectionAgain, we apologize for not being able to resolve this earlierIf you would like to discuss in more detail, please contact me directly at 1-*** *** ***
July 8,
Revdex.com
Attn.: Ms*** ***
* *** *** *** *** ***
*** *** ***
RE: Complaint Number ***
Mr*** * ***
To Whom It May Concern,
I am writing in response
to Mr***’s rejection. After our
conversation on July 7, 2015, Mr*** has indicated that he feels this
incident has been resolved
If you need any further
information, please do not hesitate to contact me at (513) ***
Thank you for your
assistance
Sincerely,
*** * ***
Cc: Mr *** * ***, Cincinnati Regional Vice
President
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint I want my stolen cart returnedThe police made you return my carts before, as you came on private property and stole themAlso, my cart did have a sold sticker on it, though it was fadedWhoever took my cart should have seen this, but they never bothered to knock on my door to askIn any case, if you think that Rumpke sticker on the side of the cart makes a difference, then let's go there and see who comes out on top.
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Rumpke appreciates the opportunity to respond to the issue. We have reached out Ms*** to discuss the auto draft payment issue. Ms*** had difficulty removing the stored bank information on an invalid account and replacing it with the current account on
Rumpke's website. A total of $was credited to the account for returned payment fees. This includes the payment that Ms*** stopped payment on recentlyIn addition, the auto draft has been removed from her Rumpke account and the invalid bank account information has been deleted. Rumpke apologizes for any frustration caused by this issue. Ms***'s service has been restored. If there are any further issues, please don't hesitate to contact me at ***.Sincerely,Laurie P***Customer Service Manager
Revdex.com:
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, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
August 1, Revdex.com Attn.: *** *** *** E Fourth Street, Suite Cincinnati, Ohio RE: Complaint Number ***
*** *** *** To Whom It May Concern, This letter
is in response to Mr***’s request for exemption from the Colerain, Ross and Springfield Township, Ohio solid waste and recycling consortium service agreement which requires all residences within township limits to use township-selected waste collection servicesRumpke appreciates Mr***'s positionWe are taking his request very seriously After reviewing the correspondence shared, we feel it is crucial and necessary to maintain consistency with the terms of the agreement with Colerain TownshipAccording to the contract there are two main options for customer exemptionThe resident may provide a CAUV form if the property is listed as a working farm or provide a certified letter from their employer stating they are able to dispose of their trash at their place of employmentUnfortunately, the notarized letter Mr*** provided does not fulfill either of these criteriaWith this in mind, we are not able to offer an exemption for Mr*** We left a message for Mr*** on Wednesday, June 8, regarding his opt-out letterHe returned the call on June 9, 2016, but failed to provide any additional details required to further consider exemptionWith this in mind, the account has been active up to this dateRumpke would very much like an opportunity to speak to Mr*** directly to collaborate and attempt to work through this issue Please do not hesitate to contact us at (513) *** between the hours of a.mand p.mif further information is necessary Thank you for your assistance in this matter Sincerely, *** ** *** Customer Service Manager Rumpke Waste & Recycling CC: Mr*** ** ***, Cincinnati Regional Vice President
July 18, Revdex.com Attn.: Ms*** *** E Fourth Street, Suite Cincinnati, Ohio RE: Complaint Number *** Ms*** *** To Whom It May Concern, This letter is in response
to Ms***’s complaint regarding missed service. I apologize if there was confusion about the power lines, however, we have placed a credit on Ms***’s account for missed service on July 13, and will be certain to pick up all trash on her next service day. Also, the call has been reviewed with the customer service representative and appropriate action is being taken to assure a positive customer experience in the future Again, we apologize for any inconvenience this may have caused Thank you for your assistance in this matter Sincerely, Jennifer *S*** West Area Customer Service Manager Cc: Mr*** *Rumpke, West Area President