Rittmanic Building & Architecture, Inc.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint I* *** *nd find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

We have reviewed the customer’s concerns again. To date we have only received one service issue complaint from this customer in January at which time the customer identified that he does not have trash and/or recycling out every week. Customer at that time identified that he will only pay for half services as he only gets half services As of this writing, we are currently continuing to provide service to the property noted at *** *** *** *** ** ***. *** *** has most recently paid an invoice with a credit card (on August 28, 2017) in the amount of $as noted what he felt was the only amount due. For these reasons, we believe that the customer is ineligible for the requested credit for one half of his billTell us why here

The company has reviewed claim and has picked up trash for resident and issued a week credit to the account

This is a reply to the customer’s concern dated 1/26/2018, ID number *** We certainly apologize that *** *** is dissatisfied with the services offered at Kimble Companies. Below is a recap of the service call/details: Given the holiday schedules of Christmas and New
Year’s, it is customary that all routes are moved out by one day to service our customers. This information is noted on the back of our invoices under our T&C’s, as well as posted in other social media customer communications. *** *** pickup day for trash and recycling is normally Thursday, but his trash and recycling would have been serviced on Friday during the two holiday weeks noted above (Friday, December and Friday, January 5) of which we show work completed.In addition to the holiday timeline as noted above, unfortunately, we had some routes that had been impacted due to the inclement weather conditionsWe apologize for any inconveniences this may have caused, and we had been asking those customers to hold until their next pickup. We are continually doing our best to notify customers by phone and/or by e-mail when routes are delayed. Our Operations teams use immeasurable means to ensure the safety of our customers, our drivers, and our employees during these inclement weather conditions which may precipitate rescheduling routes to another day. Our records show that *** *** service area is back on its standard schedule, and his areas has been serviced at which time any additional items would have been picked up. We do ask our customers to ensure they put out their trash and/or recycling carts the evening before of their service date to avoid any missed pickups.Kimble Companies has done an extensive search of *** *** complaint and Kimble Companies does not find any record of calls or e-mails place by *** *** on his account at the above address over the past year. We have researched and found no records of any emails to our [email protected] Customer Service e-mail address (customer notes he has called and e-mailed times in the past year with (zero) call backs or responses). We do show some recent online log in activity to the account, but the online log in activity would not constitute Kimble Companies receiving e-mails of any nature through *** *** online account. Our records indicated that there has had no service related discussions with *** *** (nor has any one been on his account) since December of which another individual listed on the account discussed a service issue with a Customer Service Rep.A Customer Service Rep will be reaching out to *** *** directly to review his current concerns at the telephone number provided and work to resolve any outstanding issues. We thank Mr*** for allowing Kimble Companies to serve his trash/recycling needs

The company reviewed the account and due to the customer disposing of trash has issued a full refund for the months of service that were paid. Refund was issued on June 3,

The company has reviewed the complaint and will have an operations manager contact the resident to fix damage. It was determined that the wires were hanging low and that this is typically not the fault of Kimble but the responsibility of the phone company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.My intention was not to have the holiday schedule explained to me....my reason for the complaint was the way their driver treated me regarding the missed pickup...I was treated with no respect and he was extremely hostile to my asking if he could go back and pick up my trash. To to have my complaint resolved there needs to be an apology for the way their employee acted
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]This company is very deceptive, demonic, and discriminatory against us as elderly and disabled persons. They constantly lie. We have NEVER wanted emailed bills being told that IF we wanted mailed ones we also had to receive emailed ones. The problem is that now we don't get either. They say one thing and do another. Regarding, the "contracted" price we are not getting that rate, PLUS they add on extra charges (approx6%) for credit card use. They deny it, but what they say we owe is ALWAYS much below what the credit card is charged. They lie. When one tells them these things I need to call them "liars". They have called us filthy vile names such as *** *** *** *** and we are *** and take great offense to that type of language. I retired from working in a state prison and never called such names in all of the years spent working in prison as an educatorThey have no sense of dignity or morality or ethics. We have reported that their garbage men throw our garbage cans all over down the street (as well as doing it to others). They do nothing about at all. They throw garbage all over people's yards and don't do anything about it. Their drivers park in the exact middle of the street so that one has to drive on laws to get around themThey could care less. This too has been reported numerous times. They are terrorists by dictionary definition and do not follow the Federal laws which were written to identity potential terrorists and even laugh about the fact they don't follow it. We only want what is honest, right, ethical, and accurate. I am sure we have paid hundreds of dollars more than we should have been charged over the years. We never had a problem with other providers of serviceBut then again, why should they care? They overbill, get their money, and discriminated against elderly and disabled. I trust brings great punishment upon them either now or some day. If not in this age, He certainly will do so when they die and go to ***Until we see a complete itemized statement with every charge, every fee added, and the amount charged to our card from when they took over from good companies, we will not be satisfied. IF they prove us wrong, we will apologize, if not, they will continue to con and steal from us and others.
Regards,
*** * *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

The company has reviewed the complaint and has sent a driver back to remedy the situation. We will take the note into consideration to update our website with restrictions on placing out upholstered items as well as mattresses in the future to better serve the needs of our customers. As
of Friday, March 4, the company has picked up all trash at said residence

This is a reply to the customer’s rebuttal response received on 12/6/2017. We regret that this customer is dissatisfied with our billing processes, however, we are acting in accordance with our standard terms and conditions, which are contained in the invoices sent to the customer in question as previously noted. The customer had been sent invoice and collection correspondence over a period of days to the residence address of which the 3rd collection letter noted by customer was received, along with e-mail notifications. After an additional review again with Collections, it has been determined that Kimble Recycling and Disposal has made a good faith effort to work with this customer in reducing the original amount the customer owed to Kimble. At this time, the amount of $is the amount owed to Kimble Recycling and Disposal. However, in addition to our response to her rebuttal, it was discovered that this customer has paid her $account balance in full 11/29/2017. This account now has a $balance and a payment settlement has been paid to Kimble Recycling and Disposal. Thank you. *** ***Kimble CompaniesCustomer Service Manager

This is a reply to the customer’s concern dated 2/2/2018, ID number ***. We certainly apologize that *** *** is dissatisfied with the services offered at Kimble Companies. Below is a recap of the service call/details: Given the holiday schedules of Christmas and New
Year’s, it is customary that all routes are moved out by one day to service our customers. This information is noted on the back of our invoices under our T&C’s, as well as posted in other social media customer communications. *** *** pickup day for trash and recycling is normally Friday, but his trash and recycling would have been serviced on Saturday during the two holiday weeks noted above (Saturday, December and Saturday, January 6) of which we show work completed.In addition to the holiday timeline as noted above, unfortunately, we had some routes that had been impacted due to the inclement weather conditionsWe apologize for any inconveniences this may have caused, and we had been asking those customers to hold until their next pickup. We are continually doing our best to notify customers by phone and/or by e-mail when routes are delayed. Our Operations teams use immeasurable means to ensure the safety of our customers, our drivers, and our employees during these inclement weather conditions which may precipitate rescheduling routes to another day. Our records show that *** *** service area is back on its standard schedule, and his area has been serviced at which time any additional items would have been picked up. We do ask our customers to ensure they put out their trash and/or recycling carts the evening before of their service date to avoid any missed pickups.Kimble Companies has researched *** *** complaint as *** *** note indicates he received a response from Kimble. The e-mail from *** *** was received on Saturday, January 20, 2018. Our records show that *** *** service date was to have been on Friday, January 19. After review of the account, the Customer Service Rep responded back to *** *** on Monday, January 22, advising that *** *** would need to hold until his next pick up day. At that time, Kimble Companies would pick up any and all items that were not picked up on Friday, January 19. The response to *** *** also apologized for the inconvenience *** *** may have incurred, and it noted that his missed pick up report would be sent to our Operations team to ensure they were aware of *** *** reported missIn the response for this incident, Kimble Companies did not refer to any weather related issues for this reported miss pick up. Our records do not show that there have been any other reported instances called in by *** *** since he started service in April 2017.Based on the above, our records do not show that *** *** was ignored in any way. And, our records indicate that *** *** service area is back on its standard schedule. We thank *** *** for allowing Kimble Companies to serve his trash/recycling needs

This is a reply to the customer concern dated 10/11/2017, ID number *** We certainly apologize that *** *** is dissatisfied with our billing processes, however, we are acting in accordance with our standard terms and conditions, which are contained in the invoices sent to the
customer in question. Pertinently, our term and conditions state: “No RefundsBilling is done in advance and on a quarterly basis and NO REFUNDS are provided in the event service is cancelled prior to the end of the period identified on this invoice. Kimble will provide services through the end of the period.” A copy of *** *** most recent invoice is attached, along with a copy of our terms and conditions*** *** is a new customer, starting services with Kimble Companies in September 2017. *** *** called in on October 10, concerned about the nature of where his trash can was placed and where the driver noted it was placed for trash pick up. Per Operations, his container was not placed at the curb for curbside pick up. At that time, *** *** became upset and requested that his service be cancelled. He requested a refund. The Customer Service Rep who spoke with him advised that he was paid up through November 30, and that per our Terms and Conditions, there are NO REFUNDS if services are cancelled prior to the end of the period identified on his invoice. Customer became upset, discussed services through October, and told the Customer Service Rep that Kimble could keep his monies and that he was filing with the Revdex.com. To date, *** *** services are scheduled to be cancelled effective October 31, For these reasons, we believe that the customer is ineligible for the requested refund Tell us why here

Our company has done some Route Optimization in the Cambridge area and unfortunately have had new drivers on the routes as well. The Kimble company is doing everything we can to correct any problems to better service our customers while keeping the costs low. I have ordered a
Gallon Tote with the Kimble name on it be delivered to *** *** per his request at no additional cost to remedy this problem

This is a reply to the customer’s concern dated 5/3/2018, ID numbe* *** We certainly apologize that M** *** is dissatisfied with the services offered at Kimble Companies. Below is a recap of the service call/details: 1. We received a
Live Chat inquiry from M** *** (customer’s account is in wife’s name of *** on May 2, to a complaint/inquiry of where his recycle tote was as M** *** noted they had not received their recycle tote.2. The Customer Service Rep indicated, after a review, that our records show a recycle tote was delivered to thes customer on April 2018. M** *** was upset in his Live Chat responses and noted that they did not have the tote. The Customer Service Rep reviewed again and noted the tote number, suggesting perhaps M** *** may want to look around his neighboring area to see if he could locate it. Many times once a customer has a tote number, customers will look around their neighboring area to see if a tote was delivered to a neighbor’s house by mistake. M** *** was very unhappy with this suggestion. The Customer Service Rep advised that if the tote is not found, as once a tote is delivered, it is the customer’s responsibility to maintain the tote, a fine of $could be assessed to the customer as it is Kimble’s property.3. This was an escalated discussion of which the Customer Service Manager reached out to the customer on the account ***) May 2, AM and discussed the situation with **n. A review of the situation was done; *** was advised that we would check with the Tote Operations team to verify what had occurred. 4. Later in the afternoon on May 2, 2018, a call back to *** was done by the Customer Service Manager to update her to a status. At the time of the afternoon call with ***, *** advised that she believed she had found the missing recycle tote. The recycle tote number was confirmed, and it was determined that the tote had been incorrectly delivered to the next door neighbor (house north) of this customer. It was advised that the Tote Operations team would be making the correction on Friday, May and moving the recycle tote to their address; if this could not be done (tote found) another tote would be delivered.5. After discussions with ***, a one month credit has already been applied to the account for recycle services, given the Kimble tote delivery error. This one month credit is $6. The customer’s recycle service was activated April 5, 2018.We apologize for the tote delivery error. We certainly thank M** *** for being a valued Kimble customer. *** ***Kimble CompaniesCustomer Service ManagerSt Rt 39 N.W.Dover, OH 44622O: 330-343-1226, x2203C: 330-340-7258http://www.kimblecompanies.com/

This is a reply to the customer’s concern dated 4/18/2018, ID number ***. We certainly apologize that Mr*** is dissatisfied with the services offered at Kimble Companies. Below is a recap of the service call/details: We received a call from this customer (***) on
February 2, noting that this customer’s account needs cancelled 3/2/18. *** *** approved the cancellation. This customer noted they were moving outside of the service area.On March 16, 2018, Kimble sent this customer a $non-return tote letter identifying that we attempted twice to pick up the Kimble tote (March and March 16, 2018) and it was not available to pick up. This customer was notified when they called in to cancel to leave their tote out for the Kimble Tote Operations team to pick up the tote as it is Kimble’s propertyIt is also noted within the T&C’s listed on the back of the Kimble invoices.On April 17, customer called in concerned that he was being charged a $non return tote fee. The Customer Service Rep explained at that time that the trash service was cancelled that the tote would be picked up. Given the service levels the customer had with Kimble, the customer had a trash tote for his use until service was cancelledAs a courtesy, the Kimble Tote Operations team attempted again on May 3, 2018, to retrieve the Kimble tote. The Tote team was unsuccessful in retrieving the tote.On May 3, 2018, a Customer Service Rep placed a courtesy call to Mr*** to inquire as to the location of the tote. Mr*** indicated he did not have the tote, he was unsure of its location. Perhaps a neighbor may have the Kimble tote.At this time, and after several unsuccessful attempts from Kimble to retrieve the trash tote, Mr*** is responsible for the $non return tote fee

Respond to Complaint: 1/4/This is a reply to the customer’s concern dated 12/27/2017, ID number *** We certainly apologize that *** *** is dissatisfied with the services offered at Kimble Companies. Below is a recap of the service call/details: Since
receiving *** *** original complaint upon calling Customer Service on December 21, 2017, we reached out to our Operations teams to understand any ongoing issues. We reviewed *** *** concerns at the time of the call where *** *** indicated that we missed picking her up (not serviced her)A Customer Service Rep reviewed the details of the service with *** *** on the December 21, call. *** *** was advised that Kimble had been at her residence and the driver noted that her container was not out (NTO) from a very close distance of 39ft. The Customer Service Rep verified the PIN location of her container for trash pick up with *** ***. We advised *** *** that given her container was marked as not out from the driver, we would not send a driver back out to service her. We advised we would review with Operations, but that she would need to wait until her next pick upThe Customer Service Rep reviewed *** *** situation with our Operations team. Our Operations team confirmed that *** *** would need to wait until her next pick up timeframe*** *** called again on December 22, 2017, to our Customer Service team, and she wanted to have a supervisor call her back because we would not go back for an NTO. Another check of the driver’s distance was done; the distance recorded as when the driver was at *** *** residence to service her was done while the driver was sitting in front of her driveway. *** *** noted she was cancelling her services and that she wanted the can picked up ASAPOn December 22, 2017, an Operations Supervisor called *** *** back to review her concerns. *** *** expressed how she was upset that we would not go back and get her trash when she was marked as an NTO. *** *** said she wanted the tote removed ASAP; she would be contacting the Revdex.comOn December 22, 2017, a *** *** *** called and advised he cancelled services because of miss pick up and for the reason that we would not go back to pick up their trashLater in the day on December 22, 2017, ** *** sent an e-mail to our c*** *-mail inbox and stated the reason for the e-mail was: Refusal to pick up my Trash, refusal for supervisor to call and refusal to all me to speak to a supervisor over the supervisorI have filed with the better business and now you will have to speak to me Based on *** *** request to cancel services, the Kimble trash tote was removed from *** *** residence on December 27, Payment was made on October 23, for the October 2, invoice that paid for services through January 31, 2018. Per our T&C’s on the back of the invoices that *** *** received, any cancellations done in the middle of a quarter, no monies are refunded. Per ** ***’s request, her trash services were cancelled December 22, Tell us why here

We certainly apologize for the inconvenience that this customer feels they have been served. Our records indicate (as previously noted), that on all scheduled pick up dates in January, 2017, the drivers (from very close proximity distances) noted that trash was not out for any pick up to occur. It shows that totes were delivered January 11, 2017. It is also noted that the first two weeks in February 2017, trash again was noted as not being out for pick up (from very close proximity distances). The last two weeks in February (through Feb 22), it is noted that trash was picked up (from very close proximity distances) With this information, it has been determined that services were performed based on customer’s scheduled pick up dates, but has also noted trash was not set out by the customer on those pick up dates in questionTell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
see attached
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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***