October 6, 2017 Revdex.com Attn: Ms. [redacted] 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 RE: Complaint number [redacted] Ms. [redacted] To whom it may concern, Thank you for the opportunity to address Ms....
[redacted]’s issue. First and foremost, I want to apologize for any inconvenience caused from missed collection. I was able to review Ms. [redacted]’s account. According to our records a bill for service was generated on June 7, 2017, for the service period July- September. As of October 1, 2017, we did not receive payment, and Ms. [redacted]’s service was interrupted this week. Our records indicate there was an online payment posted to her account on October 5, 2017. Ms. [redacted] called our office on October 4, 2017 to indicate she had made the payment and we agreed to return Friday, October 6, 2017 to pick up the trash. If our records are incorrect, please notify me immediately. If you need any further information, please contact our office at ###-###-#### to discuss this issue in more detail. Thank you, Carolyn M[redacted] Customer Service Manager Cincinnati Region Rumpke Waste & Recycling
It appears that there are at least a couple of misunderstandings regarding the terms and conditions of our mutually accepted and duly executed written agreement. First, our most recent agreement is not a 3-year agreement, rather it is a one-year base term agreement. Rumpke...
agreed to amend the standard term to a one year base term, with a simple year-to-year annual rollover term unless the customer terminates with written notice at least 60 days and no more than 120 days prior to any annual rollover date. This particular amendment was agreed upon in the contract terms and initialed by both parties. Second, our standard fuel surcharge is not excessive as stated by the customer. The customer agreed to a standard fluxtuating fuel surcharge and is based on the US Dept of Energy index for on-road diesel fuel for the Midwest Region. When we executed the agreement in July 2014 this fuel surcharge was 18.2%. As fuel pricing has decreased since the contract began fuel rates have gone down. The fuel surcharge for the current month is only 8.79%. At no to time during the term of the current contract has the fuel charge been in the range as stated by the customer, the average since July 2014 at been 12%. We have attempted to reach the customer directly to communicate these concerns and clarify the terms, however, attempts to reach the cusomter have unfortunately been unsuccessful. We are available and happy to discuss.Respectfully submitted.Rumpke
A manager spoke to Mr. [redacted] on Wednesday, September 30, 2015. An apology was issued to Mr. [redacted] and a Route Supervisor ensured that trash was picked up on Wednesday (9-30-15) after the conversation. A one week credit was issued to the customer's account. Rumpke apologizes...
for any inconvenience the customer incurred due to the service delay.
February 23, 2017 [redacted] Dear Ms. [redacted], We apologize for the concerns you have with picture of the couch our team member obtained. We understand your frustrations, and we apologize for not being able to resolve this issue in a timely manner. Please know we appreciate your business. We have included print outs of the pictures of the sofa that were taken by our team members. Again, we apologize for not being able to resolve this earlier. If you would like to discuss in more detail, or have any questions, please contact me directly at ###-###-####. Regards, [redacted]Customer Service ManagerRumpke Waste & Recycling
Rumpke appreciates the opportunity to respond. Ms. [redacted] was contacted to discuss the issue. After review of the account, it was determined that the address had been inaccurately entered in the computer and therefore resulted in delays for both the waste cart delivery and service. This...
has been corrected and Ms. [redacted] received a credit on her account. Rumpke apologizes for any inconvenience and frustration this caused. If there are any further questions or concerns, please contact Rumpke at ###-###-####. Sincerely,Laurie P[redacted]Customer Service Manager.
I would like to apologize to Mr. [redacted]or any frustration he has had regarding his cart. We do not have record of the cart that was removed from Mr. [redacted]'s property as a purchased container this is why the container was removed. We have contacted Mr. [redacted] and let...
him know that we will be delivering a used cart to his residence marked customer owned to avoid any future confusion.Again, I am very sorry for the confusion.Sincerely,Christine M[redacted], East Area Customer Service Manager
Rumpke sincerely apologizes for the service issues Ms. [redacted] experienced. A phone call was placed to Ms. [redacted] to discuss the problem in more detail. An apology was issued and the resident's account will be closed. A full refund will be issued.
Thank you for allowing Rumpke the opportunity to respond to Mr. [redacted]'s concerns. Rumpke has addressed the issue and removed the waste cart from the second property. We apologize for the issues that Mr. [redacted] incurred and appreciated the opportunity to resolve.
I would like to apologize to Ms. [redacted] for the service issues she had with her trash service. Ms. [redacted]'s account has been cancelled per her request and we did not bill for any services since she just started service in January. At this time we have not received any payment to refund. If a...
payment posts to Ms. [redacted]'s account we will be sure to refund.
Again, I am so sorry for the service issues and we were not able to retain Ms. [redacted] as a customer.
Sincerely,
Christine [redacted]
Customer Service Manager, Central Ohio Market
Rumpke sincerely apologizes for the service issue. Ms. [redacted] has been contacted regarding the issue and offered a month credit. Ms. [redacted] also was assured that someone would return to take care of the missed service. In return, Ms. [redacted] agreed to remain a customer....
Rumpke would like to thank Ms. [redacted] for the opportunity to resolve the issue and for her continued business.
[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. Thank you for your kind attention to this matter.
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]
December 22, 2016 Revdex.com [redacted] 1 E Fourth Street, Suite 600 Cincinnati, Ohio 45202 RE: Complaint Number [redacted] Mr. [redacted] This letter is in response to Mr. [redacted]’s...
complaint regarding the missing trash cart. We have credited the charges from his account and removed the account from the collection agency. We apologize for any inconvenience this may have caused. If you need any further information, please do not hesitate to contact us at (513) [redacted] between the hours of 8:00 a.m. and 5:00 p.m. Thank you for your assistance in this matter. Sincerely, [redacted] Customer Service Manager Cc: [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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Miss [redacted],This is in response to Mr. [redacted]'s complaint. The trash carts have been replaced. We will educate our representative to ensure that this will not happen again. I apologize for any confusion or frustration this has called. Please contact me at ###-###-#### is any additional...
information is needed. Thank you for your assistance in this matter.[redacted]Rumpke Market Support Supervisor
Ms. [redacted]'s service had been interrupted due to not receiving payment. The account was billed in October for the months of October/November/December. We send past due notices out and place reminder calls to customers that are past due. I apologize if Ms. [redacted] did not receive these...
notifications. We bill every 3 months and have since she started service in March 2014.
Ms. [redacted] did contact Rumpke on the day of her service. We informed her that service could not be preformed because of no payment for 3 months. We are unable to resume the same day of service due to our drivers already out on the routes for that day but informed her that if payment is made we can resume for the following weeks pick up.
Ms. [redacted]'s account is now current and service will be preformed this Friday, January 15th. A manager did contact Ms. [redacted] about her concerns but did not receive a call back.
Sincerely,
Christine M[redacted] Customer Service Manager, Central Ohio Market
Good afternoon,
We have take this customer's concern very seriously and wish to make things right.
We acknowledge the miscommunication and apologize for the frustration caused.
We appreciate the customer's time and attention to this matter. We will reach out to the customer directly to...
We would like to apologize to Ms. [redacted] for the service issues she has had with her trash pick up. Operations Manager, [redacted], has contacted Ms. [redacted] to discuss the issues. Our operations department will be having a supervisor check her stop every week to ensure pick up has happened. ...
Again, we are very sorry for any inconvenience this has caused Ms. [redacted].
Sincerely,
[redacted]
Customer Service Manager
Central Ohio Market
October 6, 2017 Revdex.com Attn: Ms. [redacted] 1 E. Fourth Street, Suite 600 Cincinnati, OH 45202 RE: Complaint number [redacted] Ms. [redacted] To whom it may concern, Thank you for the opportunity to address Ms....
[redacted]’s issue. First and foremost, I want to apologize for any inconvenience caused from missed collection. I was able to review Ms. [redacted]’s account. According to our records a bill for service was generated on June 7, 2017, for the service period July- September. As of October 1, 2017, we did not receive payment, and Ms. [redacted]’s service was interrupted this week. Our records indicate there was an online payment posted to her account on October 5, 2017. Ms. [redacted] called our office on October 4, 2017 to indicate she had made the payment and we agreed to return Friday, October 6, 2017 to pick up the trash. If our records are incorrect, please notify me immediately. If you need any further information, please contact our office at ###-###-#### to discuss this issue in more detail. Thank you, Carolyn M[redacted] Customer Service Manager Cincinnati Region Rumpke Waste & Recycling
I still need my refund for the weeks my trash was not collected as is specified in the contract with the city.
It appears that there are at least a couple of misunderstandings regarding the terms and conditions of our mutually accepted and duly executed written agreement. First, our most recent agreement is not a 3-year agreement, rather it is a one-year base term agreement. Rumpke...
agreed to amend the standard term to a one year base term, with a simple year-to-year annual rollover term unless the customer terminates with written notice at least 60 days and no more than 120 days prior to any annual rollover date. This particular amendment was agreed upon in the contract terms and initialed by both parties. Second, our standard fuel surcharge is not excessive as stated by the customer. The customer agreed to a standard fluxtuating fuel surcharge and is based on the US Dept of Energy index for on-road diesel fuel for the Midwest Region. When we executed the agreement in July 2014 this fuel surcharge was 18.2%. As fuel pricing has decreased since the contract began fuel rates have gone down. The fuel surcharge for the current month is only 8.79%. At no to time during the term of the current contract has the fuel charge been in the range as stated by the customer, the average since July 2014 at been 12%. We have attempted to reach the customer directly to communicate these concerns and clarify the terms, however, attempts to reach the cusomter have unfortunately been unsuccessful. We are available and happy to discuss.Respectfully submitted.Rumpke
A manager spoke to Mr. [redacted] on Wednesday, September 30, 2015. An apology was issued to Mr. [redacted] and a Route Supervisor ensured that trash was picked up on Wednesday (9-30-15) after the conversation. A one week credit was issued to the customer's account. Rumpke apologizes...
for any inconvenience the customer incurred due to the service delay.
February 23, 2017 [redacted] Dear Ms. [redacted], We apologize for the concerns you have with picture of the couch our team member obtained. We understand your frustrations, and we apologize for not being able to resolve this issue in a timely manner. Please know we appreciate your business. We have included print outs of the pictures of the sofa that were taken by our team members. Again, we apologize for not being able to resolve this earlier. If you would like to discuss in more detail, or have any questions, please contact me directly at ###-###-####. Regards, [redacted]Customer Service ManagerRumpke Waste & Recycling
Rumpke appreciates the opportunity to respond. Ms. [redacted] was contacted to discuss the issue. After review of the account, it was determined that the address had been inaccurately entered in the computer and therefore resulted in delays for both the waste cart delivery and service. This...
has been corrected and Ms. [redacted] received a credit on her account. Rumpke apologizes for any inconvenience and frustration this caused. If there are any further questions or concerns, please contact Rumpke at ###-###-####. Sincerely,Laurie P[redacted]Customer Service Manager.
I would like to apologize to Mr. [redacted]or any frustration he has had regarding his cart. We do not have record of the cart that was removed from Mr. [redacted]'s property as a purchased container this is why the container was removed. We have contacted Mr. [redacted] and let...
him know that we will be delivering a used cart to his residence marked customer owned to avoid any future confusion.Again, I am very sorry for the confusion.Sincerely,Christine M[redacted], East Area Customer Service Manager
Rumpke sincerely apologizes for the service issues Ms. [redacted] experienced. A phone call was placed to Ms. [redacted] to discuss the problem in more detail. An apology was issued and the resident's account will be closed. A full refund will be issued.
Thank you for allowing Rumpke the opportunity to respond to Mr. [redacted]'s concerns. Rumpke has addressed the issue and removed the waste cart from the second property. We apologize for the issues that Mr. [redacted] incurred and appreciated the opportunity to resolve.
I would like to apologize to Ms. [redacted] for the service issues she had with her trash service. Ms. [redacted]'s account has been cancelled per her request and we did not bill for any services since she just started service in January. At this time we have not received any payment to refund. If a...
payment posts to Ms. [redacted]'s account we will be sure to refund.
Again, I am so sorry for the service issues and we were not able to retain Ms. [redacted] as a customer.
Sincerely,
Christine [redacted]
Customer Service Manager, Central Ohio Market
Rumpke sincerely apologizes for the service issue. Ms. [redacted] has been contacted regarding the issue and offered a month credit. Ms. [redacted] also was assured that someone would return to take care of the missed service. In return, Ms. [redacted] agreed to remain a customer....
Rumpke would like to thank Ms. [redacted] for the opportunity to resolve the issue and for her continued business.
I need the correct size can .
[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. Thank you for your kind attention to this matter.
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]
December 22, 2016 Revdex.com [redacted] 1 E Fourth Street, Suite 600 Cincinnati, Ohio 45202 RE: Complaint Number [redacted] Mr. [redacted] This letter is in response to Mr. [redacted]’s...
complaint regarding the missing trash cart. We have credited the charges from his account and removed the account from the collection agency. We apologize for any inconvenience this may have caused. If you need any further information, please do not hesitate to contact us at (513) [redacted] between the hours of 8:00 a.m. and 5:00 p.m. Thank you for your assistance in this matter. Sincerely, [redacted] Customer Service Manager Cc: [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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Miss [redacted],This is in response to Mr. [redacted]'s complaint. The trash carts have been replaced. We will educate our representative to ensure that this will not happen again. I apologize for any confusion or frustration this has called. Please contact me at ###-###-#### is any additional...
information is needed. Thank you for your assistance in this matter.[redacted]Rumpke Market Support Supervisor
Ms. [redacted]'s service had been interrupted due to not receiving payment. The account was billed in October for the months of October/November/December. We send past due notices out and place reminder calls to customers that are past due. I apologize if Ms. [redacted] did not receive these...
notifications. We bill every 3 months and have since she started service in March 2014.
Ms. [redacted] did contact Rumpke on the day of her service. We informed her that service could not be preformed because of no payment for 3 months. We are unable to resume the same day of service due to our drivers already out on the routes for that day but informed her that if payment is made we can resume for the following weeks pick up.
Ms. [redacted]'s account is now current and service will be preformed this Friday, January 15th. A manager did contact Ms. [redacted] about her concerns but did not receive a call back.
Sincerely,
Christine M[redacted] Customer Service Manager, Central Ohio Market
Good afternoon,
We have take this customer's concern very seriously and wish to make things right.
We acknowledge the miscommunication and apologize for the frustration caused.
We appreciate the customer's time and attention to this matter. We will reach out to the customer directly to...
make certain the matter is resolved.
Thank you
We would like to apologize to Ms. [redacted] for the service issues she has had with her trash pick up. Operations Manager, [redacted], has contacted Ms. [redacted] to discuss the issues. Our operations department will be having a supervisor check her stop every week to ensure pick up has happened. ...
Again, we are very sorry for any inconvenience this has caused Ms. [redacted].
Sincerely,
[redacted]
Customer Service Manager
Central Ohio Market