June 30, 2016Revdex.comAttn.: Ms. [redacted]1 E Fourth Street, Suite 600 Cincinnati, Ohio 45202RE: Complaint Number [redacted] Ms. [redacted]To Whom It May Concern,1 am writing in response to Ms. [redacted]'s complaint regarding an unauthorized debit of $62.64. Ms. [redacted] stated she...
scheduled a payment of $62.64 online. However, a payment of $62.64 came out of her account on both June 20, 2016 and June 22, 2016. Rumpke has no ability to initiate a payment from Ms. [redacted]'s account. We do not have access to any of her banking information and could not request a payment. Therefore, the error possibly occurred during scheduling of the payment or there may have been a bank error.We did reach out to Ms. [redacted] upon receipt of this notice and offered to assist her in getting her money electronically rather than waiting on a refund check to be mailed. I believe the matter has been resolved.If you need any further information, please do not hesitate to contact me at (513) 741-5278 between the hours of 8:00 a.m. and 5:00 p.m.Thank you for your assistance in this matter. Sincerely,Jennifer [redacted]CC: [redacted]
Please accept our apology for our delay in providing a
resolution to your...
inquiry.
We have researched the situation and identified our error
from several years back. An adjustment was posted to your previous account on [redacted] in [redacted]. Following the adjustment,
there was a credit in the amount of $17.81, which was transferred to your
active account at [redacted] in [redacted].
Again, please accept our sincere apology for this
unfortunate situation and do not hesitate to contact me directly in the future.
As previously stated, Rumpke inherited this customer's service location as a result of an acquisition of another entity. Pricing and service was a continuation of the previous vendor. Minimum annual price escalators were passed along as a result of increasing costs associated with industry standards. At no time did Rumpke violate any type of binding or implied agreement for related services. Both parties have demonstrated their acceptance of the service and payment arrangements by the actions and practices of both parties. Customer has had the full ability to cancel service at any time, for any reason without penalty since Rumpke inherited the account in 2005. Rumpke disagrees that there is any amount of credit that is due to this former customer in whole or in part.
Respectfully submitted.
I would like to apologize to Mr. [redacted] for the billing issues he has had with his Rumpke account. Account was billed for the non-removal of the trash cart. We will attempt to remove the cart asap.Mr. [redacted]'s account has been credited for the charges that were billed for the...
cart. Request to our collections department to remove account from collections and from the credit report has been submitted. Mr. [redacted] will be receiving a refund in the amount of -$26.54.I am very sorry for any inconvenience this has caused Mr. [redacted].Sincerely,[redacted], Customer Service Manager Central Ohio Market
We have reviewed the complaint, as well as account history. While I cannot determine specifically that the balance isn't owed, given the timeliness and history of the account we have determined that in the interest of both parties we will credit the balance and eliminate the dispute regarding the...
$39.67 in questions. We apologize for any shortcoming on Rumpke's part that may have contributed to the untimeliness or prolonged confusion in this matter.
Respectfully
Rumpke of Ohio, Inc.
August 26, 2016 Revdex.com Attn.: Ms. [redacted] 1 E Fourth Street, Suite 600 Cincinnati, Ohio 45202 RE: Complaint Number [redacted] Ms. [redacted] This letter is in response to Ms....
[redacted]’s complaint regarding placing out larger amounts of trash. I apologize for the confusion if Ms. [redacted] was misinformed about what is acceptable for weekly service in [redacted]. Typically, the guidelines allow unlimited, “household”, bagged trash and one large item per week. However, if there is excessive trash due to moving, outside of the weekly residential waste, it is billed at $25.00 per hopper. We returned on Monday, August 22, 2016 and picked up the trash that was placed out. Also, a representative reached out to Ms. [redacted] on Monday, August 22, 2016 and scheduled the remaining additional items for removal. Again, I apologize for the confusion and any inconvenience this may have caused. Please do not hesitate to contact us at ###-###-#### between the hours of 8 a.m. and 5 p.m. if any further information is necessary. Thank you for your assistance in this matter. Sincerely, Jennifer *. S[redacted] Customer Service Manager Cc: Mr. Jeffrey *. R[redacted], Cincinnati Regional Vice President
[redacted],I spoke to your wife today. We have agreed to loan you a Rumpke 95 gal cart at no charge for as long as we have the Rumpke contract. I hope this is acceptable to you as well.Thank you,Rosanne E[redacted]Customer Service Supervisor
[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 [redacted]1, and find that this resolution is satisfactory to me.
Regards,
[redacted]
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My attitude with call center employees has nothing to do with that fact that Rumpke refused to accept my payment and then discontinued my service for non-payment.
Regards,
[redacted]
Rumpke certainly values the perspective of all of our customers. Therefore, I spoke at length with Mrs. [redacted] on 8/4/16, even calling her back when her cell phone connection dropped. I listened to her concerns and openly discussed her options. Mrs. [redacted]'s service has been provided by Rumpke since...
2005 through an acquisition of a local trash hauler in her area. During that acquisition, her service was identified to us from the acquired hauler as a commercial service being provided at a residential address. She thought Rumpke should have known that she was not a commercial account since it was at a residence. But, many of our customers run commercial businesses out of homes, so I explained this would not be any sort of a "red-flag" for us. Home-based businesses typically generate more waste and it is typically heavier by volume than normal residential waste. Therefore, they are priced at commercial rates and the accounts are managed by the commercial team. As soon as Mrs. [redacted] and I began speaking, she disclosed that there is no commercial business at this home. I immediately offered to let her speak with our residential sales team to change her service and her rates to standard residential rates. She declined that option and insisted on cancelling her service. She felt that we have been overcharging her for 3 years and demanded a refund. But, since their is no contract or other binding agreement governing the rates, there are no grounds to issue a refund. The rates are fair and based on a mutual agreement between us and our customer, demonstrated by actions and practices of both parties. She stated that she doesn't really pay attention to the bill when it comes, she just pays it. She further stated that if I didn't give a refund, she was going to file a complaint and make sure everyone that she knows hears about how poorly she was treated by Rumpke. Again, I offered to help her get her service changed moving forward, but there was simply no grounds for a refund for services provided. She stated that the last thing she wanted was to continue her Rumpke service and hung up on me. Following the call, a cancellation order was entered and a refund of the current credit balance on the account will be sent. Josh B[redacted]Rumpke of Ohio, Inc
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
April 11, 2016
[redacted] & [redacted]
Reference Revdex.com Complaint # [redacted]
Rumpke Account [redacted]
Dear [redacted],
Thank you for bringing this situation to our attention. I am sorry that the treatment received from our...
customer service representative was less than exceptional and are committed to make the necessary changes.
We appreciate your continued service with us since 2001.
The two trash carts that you were leasing since May of 2007, were property of Rumpke and technically when you removed them from the property after cancelling the service in August of 2015, you were billed for the purchase. It appears there was confusion on both sides and to that end, the charge in the amount of $161.63 has been removed from your account and the balance is at $0 (zero).
Please accept my apology for the treatment from the customer service representative.
If you have any further concerns, please do not hesitate to contact me directly.
Regards,
Debbie A[redacted] Manager, Customer Services
Rumpke – Southeast Market
###-###-####
[redacted]
[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 [redacted], and find that this resolution is satisfactory to me. My card was never ran. I'm not sure why,so no refund is due.
Regards,A very unhappy ex customer
[redacted]
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
May 18, 2015
[redacted] [redacted]
Dear Mrs. [redacted]
I am writing in response to your request for compensation for items placed with your trash on April 22nd
of this year. The mission of our crews is to remove the trash and recycling placed at or near the...
street by
our customers. In order to perform this task, all items placed with the trash will be removed as well. I
understand you had used two tall outdoor ash trays and chain to block your drive. On the morning of your
trash pickup, both tall outdoor ash trays and the chain were located next to your trash, not stretched
across your driveway.
Rumpke drivers make over 500 stops per day and are held to Department of Transportation regulations
regarding the amount of hours they can operate their vehicle. Our employees have a large task to
perform in a limited amount of time, and walking across a driveway to remove an item that is not with the
trash is counter to their productivity and training.
Our crew performed their duty appropriately. Items left with or next to trash cans, bags or other
containers are removed as part of the essential service we provide.
Respectfully,
[redacted]
Regional Safety Manager
Central Ohio Market
[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 [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thanks Revdex.com. You guys are great.
July 6, 2016 Revdex.comAttn.: Ms. [redacted]1 E Fourth Street, Suite 600Cincinnati, Ohio 45202 RE: Complaint Number [redacted] Mr. [redacted] To Whom It May Concern, This letter is in response...
to Mr. [redacted]’s complaint regarding his refund check. I apologize for the delay in sending Mr. [redacted]’s check. He is correct that it should never have taken this long to process. Unfortunately, it was an office over site. There was an error in the way the refund was requested and therefore, would not process. I have spoken to our Accounts Receivables Manager who has assured me check number [redacted] was printed in the amount of $19.45 on July 1, 2016. Mr. [redacted] should receive that check no later than Friday, July 8, 2016. If for some reason he does not receive this check by Friday, I would request that he contact me directly at ###-###-#### between the hours of 8:00 a.m. and 5:00 p.m. Again, I apologize for the inconvenience this error has caused. Thank you for your assistance in this matter. Sincerely, Jennifer ** S[redacted]Customer Service Manager CC: Mr. Jeffrey *. R[redacted], Cincinnati Regional Vice President
June 30, 2016Revdex.comAttn.: Ms. [redacted]1 E Fourth Street, Suite 600 Cincinnati, Ohio 45202RE: Complaint Number [redacted] Ms. [redacted]To Whom It May Concern,1 am writing in response to Ms. [redacted]'s complaint regarding an unauthorized debit of $62.64. Ms. [redacted] stated she...
scheduled a payment of $62.64 online. However, a payment of $62.64 came out of her account on both June 20, 2016 and June 22, 2016. Rumpke has no ability to initiate a payment from Ms. [redacted]'s account. We do not have access to any of her banking information and could not request a payment. Therefore, the error possibly occurred during scheduling of the payment or there may have been a bank error.We did reach out to Ms. [redacted] upon receipt of this notice and offered to assist her in getting her money electronically rather than waiting on a refund check to be mailed. I believe the matter has been resolved.If you need any further information, please do not hesitate to contact me at (513) 741-5278 between the hours of 8:00 a.m. and 5:00 p.m.Thank you for your assistance in this matter. Sincerely,Jennifer [redacted]CC: [redacted]
July 20, 2015
Ms [redacted]
[redacted]
[redacted]
RE: RevDex.com Complaint # [redacted]
Dear Ms. [redacted],
Please accept our apology for our delay in providing a
resolution to your...
inquiry.
We have researched the situation and identified our error
from several years back. An adjustment was posted to your previous account on [redacted] in [redacted]. Following the adjustment,
there was a credit in the amount of $17.81, which was transferred to your
active account at [redacted] in [redacted].
Again, please accept our sincere apology for this
unfortunate situation and do not hesitate to contact me directly in the future.
Regards,
[redacted]
Manager, Customer Services
Rumpke – Southeast Market
###-###-#### x[redacted]
[redacted]
As previously stated, Rumpke inherited this customer's service location as a result of an acquisition of another entity. Pricing and service was a continuation of the previous vendor. Minimum annual price escalators were passed along as a result of increasing costs associated with industry standards. At no time did Rumpke violate any type of binding or implied agreement for related services. Both parties have demonstrated their acceptance of the service and payment arrangements by the actions and practices of both parties. Customer has had the full ability to cancel service at any time, for any reason without penalty since Rumpke inherited the account in 2005. Rumpke disagrees that there is any amount of credit that is due to this former customer in whole or in part.
Respectfully submitted.
I would like to apologize to Mr. [redacted] for the billing issues he has had with his Rumpke account. Account was billed for the non-removal of the trash cart. We will attempt to remove the cart asap.Mr. [redacted]'s account has been credited for the charges that were billed for the...
cart. Request to our collections department to remove account from collections and from the credit report has been submitted. Mr. [redacted] will be receiving a refund in the amount of -$26.54.I am very sorry for any inconvenience this has caused Mr. [redacted].Sincerely,[redacted], Customer Service Manager Central Ohio Market
We have reviewed the complaint, as well as account history. While I cannot determine specifically that the balance isn't owed, given the timeliness and history of the account we have determined that in the interest of both parties we will credit the balance and eliminate the dispute regarding the...
$39.67 in questions. We apologize for any shortcoming on Rumpke's part that may have contributed to the untimeliness or prolonged confusion in this matter.
Respectfully
Rumpke of Ohio, Inc.
August 26, 2016 Revdex.com Attn.: Ms. [redacted] 1 E Fourth Street, Suite 600 Cincinnati, Ohio 45202 RE: Complaint Number [redacted] Ms. [redacted] This letter is in response to Ms....
[redacted]’s complaint regarding placing out larger amounts of trash. I apologize for the confusion if Ms. [redacted] was misinformed about what is acceptable for weekly service in [redacted]. Typically, the guidelines allow unlimited, “household”, bagged trash and one large item per week. However, if there is excessive trash due to moving, outside of the weekly residential waste, it is billed at $25.00 per hopper. We returned on Monday, August 22, 2016 and picked up the trash that was placed out. Also, a representative reached out to Ms. [redacted] on Monday, August 22, 2016 and scheduled the remaining additional items for removal. Again, I apologize for the confusion and any inconvenience this may have caused. Please do not hesitate to contact us at ###-###-#### between the hours of 8 a.m. and 5 p.m. if any further information is necessary. Thank you for your assistance in this matter. Sincerely, Jennifer *. S[redacted] Customer Service Manager Cc: Mr. Jeffrey *. R[redacted], Cincinnati Regional Vice President
[redacted],I spoke to your wife today. We have agreed to loan you a Rumpke 95 gal cart at no charge for as long as we have the Rumpke contract. I hope this is acceptable to you as well.Thank you,Rosanne E[redacted]Customer Service Supervisor
If no refund can be made I will deduct off next payment.
Regards,
[redacted]
[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 [redacted]1, and find that this resolution is satisfactory to me.
Regards,
[redacted]
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My attitude with call center employees has nothing to do with that fact that Rumpke refused to accept my payment and then discontinued my service for non-payment.
Regards,
[redacted]
Rumpke certainly values the perspective of all of our customers. Therefore, I spoke at length with Mrs. [redacted] on 8/4/16, even calling her back when her cell phone connection dropped. I listened to her concerns and openly discussed her options. Mrs. [redacted]'s service has been provided by Rumpke since...
2005 through an acquisition of a local trash hauler in her area. During that acquisition, her service was identified to us from the acquired hauler as a commercial service being provided at a residential address. She thought Rumpke should have known that she was not a commercial account since it was at a residence. But, many of our customers run commercial businesses out of homes, so I explained this would not be any sort of a "red-flag" for us. Home-based businesses typically generate more waste and it is typically heavier by volume than normal residential waste. Therefore, they are priced at commercial rates and the accounts are managed by the commercial team. As soon as Mrs. [redacted] and I began speaking, she disclosed that there is no commercial business at this home. I immediately offered to let her speak with our residential sales team to change her service and her rates to standard residential rates. She declined that option and insisted on cancelling her service. She felt that we have been overcharging her for 3 years and demanded a refund. But, since their is no contract or other binding agreement governing the rates, there are no grounds to issue a refund. The rates are fair and based on a mutual agreement between us and our customer, demonstrated by actions and practices of both parties. She stated that she doesn't really pay attention to the bill when it comes, she just pays it. She further stated that if I didn't give a refund, she was going to file a complaint and make sure everyone that she knows hears about how poorly she was treated by Rumpke. Again, I offered to help her get her service changed moving forward, but there was simply no grounds for a refund for services provided. She stated that the last thing she wanted was to continue her Rumpke service and hung up on me. Following the call, a cancellation order was entered and a refund of the current credit balance on the account will be sent. Josh B[redacted]Rumpke of Ohio, Inc
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
April 11, 2016
[redacted] & [redacted]
Reference Revdex.com Complaint # [redacted]
Rumpke Account [redacted]
Dear [redacted],
Thank you for bringing this situation to our attention. I am sorry that the treatment received from our...
customer service representative was less than exceptional and are committed to make the necessary changes.
We appreciate your continued service with us since 2001.
The two trash carts that you were leasing since May of 2007, were property of Rumpke and technically when you removed them from the property after cancelling the service in August of 2015, you were billed for the purchase. It appears there was confusion on both sides and to that end, the charge in the amount of $161.63 has been removed from your account and the balance is at $0 (zero).
Please accept my apology for the treatment from the customer service representative.
If you have any further concerns, please do not hesitate to contact me directly.
Regards,
Debbie A[redacted] Manager, Customer Services
Rumpke – Southeast Market
###-###-####
[redacted]
[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 [redacted], and find that this resolution is satisfactory to me. My card was never ran. I'm not sure why,so no refund is due.
Regards,A very unhappy ex customer
[redacted]
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
May 18, 2015
[redacted] [redacted]
Dear Mrs. [redacted]
I am writing in response to your request for compensation for items placed with your trash on April 22nd
of this year. The mission of our crews is to remove the trash and recycling placed at or near the...
street by
our customers. In order to perform this task, all items placed with the trash will be removed as well. I
understand you had used two tall outdoor ash trays and chain to block your drive. On the morning of your
trash pickup, both tall outdoor ash trays and the chain were located next to your trash, not stretched
across your driveway.
Rumpke drivers make over 500 stops per day and are held to Department of Transportation regulations
regarding the amount of hours they can operate their vehicle. Our employees have a large task to
perform in a limited amount of time, and walking across a driveway to remove an item that is not with the
trash is counter to their productivity and training.
Our crew performed their duty appropriately. Items left with or next to trash cans, bags or other
containers are removed as part of the essential service we provide.
Respectfully,
[redacted]
Regional Safety Manager
Central Ohio Market
[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 [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]
Thanks Revdex.com. You guys are great.
July 6, 2016 Revdex.comAttn.: Ms. [redacted]1 E Fourth Street, Suite 600Cincinnati, Ohio 45202 RE: Complaint Number [redacted] Mr. [redacted] To Whom It May Concern, This letter is in response...
to Mr. [redacted]’s complaint regarding his refund check. I apologize for the delay in sending Mr. [redacted]’s check. He is correct that it should never have taken this long to process. Unfortunately, it was an office over site. There was an error in the way the refund was requested and therefore, would not process. I have spoken to our Accounts Receivables Manager who has assured me check number [redacted] was printed in the amount of $19.45 on July 1, 2016. Mr. [redacted] should receive that check no later than Friday, July 8, 2016. If for some reason he does not receive this check by Friday, I would request that he contact me directly at ###-###-#### between the hours of 8:00 a.m. and 5:00 p.m. Again, I apologize for the inconvenience this error has caused. Thank you for your assistance in this matter. Sincerely, Jennifer ** S[redacted]Customer Service Manager CC: Mr. Jeffrey *. R[redacted], Cincinnati Regional Vice President