Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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.] Regards, [redacted] Kimble cohas breeched the contract several times the latest was in March of not only did they not pick up the trash as scheduled I had to wheel the trash back to my home and let it set and rot and smell for a week until the next scheduled pick-upOn several instances all the trash on the street was pickexcept mine and I have had to call the "plant" so a supervisor could come out several days later to pick up the trashI have called on several times the day before my schedule pick up time to remind Kimble Coto pick up my trash and it still was was missed.I will be happy to leave Kimble Cnce they have admitted to breeching the contract and credit my account for any amount due
This is a reply to the customer’s concern dated 1/26/2018, ID number [redacted] We certainly apologize that [redacted] 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 [redacted] 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 [redacted] *** 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 [redacted] complaint and Kimble Companies does not find any record of calls or e-mails place by [redacted] *** 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 [redacted] *** online account Our records indicated that there has had no service related discussions with [redacted] *** (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 [redacted] *** 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
This is a reply to the customer’s concern dated 1/18/2018, ID number [redacted] We certainly apologize that [redacted] 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 [redacted] ’s pickup day is normally Friday, but his trash would have been serviced on Saturday during the two holiday weeks noted above (which would have been Saturday, December and Saturday, January 6)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 the inclement weather conditions which may precipitate rescheduling routes to another dayOn January 16, 2018, Kimble Companies received a voice message from [redacted] *dentifying that she wanted to cancel services A Customer Service Rep returned a call to [redacted] with a message request to call the Customer Service Rep back directly To date, there was no return phone call back to Kimble Companies so that the Customer Service Rep could review/discuss this customer’s concerns related to his accountOn behalf of [redacted] ’s complaint and points of missed service, Kimble Companies will cancel his services effective January Monies will be refunded in accordance to his service levels as he has requestedAgain, we apologize for the inconvenience the inclement weather conditions has had on our service levels within Kimble Companies service areas We thank [redacted] for allowing Kimble Companies to serve his needs
This is a reply to the customer concern dated 10/11/2017, ID number [redacted] We certainly apologize that [redacted] 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 [redacted] most recent invoice is attached, along with a copy of our terms and conditions [redacted] is a new customer, starting services with Kimble Companies in September [redacted] 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, [redacted] 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, [redacted] 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
Customer Service at Kimble Companies has talked with this customer ( [redacted] ) this morning – August 4, 2016, and we have walked through his concern over recent service issues His account [redacted] has been credited for the $given his concern over recent service issues [redacted] has indicated he is satisfied with this resolve, and that he will be contacting the Revdex.com to update them as well This issue should be considered resolved and it should be closedTell us why here
Customer Service at Kimble Companies has reviewed this account and the below has occurred: We show no record of this customer’s call complaint to us for this incident on May 31, We show that we serviced this customer on May 30, given the holiday week pushes out our customer’s collection days by one day In this case, this customer’s pick up day was May In our additional research, we found an e-mail sent to us from this customer on June 5, of which we responded She noted she wanted to talk with a Customer Service Rep She did not indicate a reason A Customer Service Rep responded to this customer on June 8, (AM) asking how they could assist her At that time there was no mention of a broken glass situationThis customer responded on June 8, (late PM) and noted she would like to discontinue serviceShe indicated that the incident with the glass and the inability of getting her calls answered have brought this decisionShe indicated she was very disappointed in our customer service changes and that between the glass situation and not being able to reach a customer service rep, she wanted to cancel her servicesA Customer Service Rep reached out to her again on June (AM) apologizing for her experience, asking for this customer’s information (street address) and when she would like to cancel her serviceTo date, we have not heard back from this customer with any additional communicationAt the time the customer indicates the incident occurred, there was no issue raised to have had Kimble Operations do a site visit and/or review the situation to assess any possibilities of an issueIf this customer still requests us to cancel her account, we can do so – effective as of the previous communication the Customer Service Rep was having with her Per our T&C’s on this customer’s invoice, if cancellation occurs in the middle of the quarter, there will be no refunds issuedTo date, it appears we are continuing to service this customer on a weekly basis as per her regularly scheduled collection dayTell us why here
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 the amount of the proration from cancellation is $ A check will be issued for the reimbursement of unused service and should reach consumer within 7-business days
This is a reply to the customer’s concern dated 4/13/2018, ID number [redacted] We certainly apologize that [redacted] *** 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 [redacted] on April 11, to a missed pickup of which this customer noted his trash was not picked up that day The Customer Service Rep reached out to our Operations team and entered a missed pick up work order for April 12, On April 12, 2018, this customer ***) sent in a Live Chat inquiry to a pick up status; at the time of the Live Chat inquiry, we advised the customer that the route was in progress and that it would be picked up that day Unfortunately, this did not occur and the missed pick up work order was rescheduled for pick up on April 13, (next day) On April 13, 2018, this customer [redacted] called in and a Customer Service Rep advised that his trash pick up status was scheduled In Progress and that it had been rescheduled The Customer Service Rep apologized for the miss and for the reschedule This account is a City billed account to the City of Dover Given this, Kimble does not have direct contact numbers to reach out individually to customers within the City of Dover to advise of any late/rescheduled routes Thus, no robo calls can be made to this customer to advise of the rescheduled work order If there are conditions (weather, floods, etc) that may mean Kimble needs to reschedule routes throughout the City of Dover, Kimble Operations would contact the City of Dover directly and advise Kimble has a contract directly with the City of Dover and direct bills the City of Dover for services to customers within the City This customer does not pay Kimble directly for services, however, this customer pays for utilities (to include trash) through the City of the Dover With this, Kimble would not reimburse this customer for any missed/delayed pickups If the City of Dover feels there are issues with missed pickups/delays, they would reach out to Kimble directly and a mutually agreed upon credit would be issued If this customer feels a credit should be given to him, he should review this option directly with the City of Dover.At this time, Kimble will be unable to give any credits directly to [redacted] ***t for reasons noted above in # We certainly apologize for the miss and any weather related conditions that may have prevailed after the miss of trash pickup on April 11, [redacted] Kimble CompaniesCustomer Service ManagerSt Rt N.W.Dover, OH 44622** [redacted] ** [redacted]
Respond to Complaint: 10/02/This is a reply to the customer’s concern dated 9/26/2017, ID number [redacted] We certainly apologize that [redacted] is dissatisfied with the services offered at Kimble Companies Since receiving [redacted] concerns, we have made several attempts to reach [redacted] by telephone of which we have been unsuccessful We have also tried on those several occasions to leave a voice mail for [redacted] to call back an Operations Supervisor to review his ongoing issues, understand more about his concerns, review a map of his area, his trash can placement, as well as other items to be able to determine a best of course of action to resolve the ongoing issues with both Kimble Operations team and the driver Unfortunately, when we attempted to do so by calling [redacted] ***, there is no voice mail active to leave a message With respect to [redacted] comments about the robotic arm that picks up the garbage can and its efforts to keep beating the plastic can on the side of the receiving receptacle The robotic arm is the mechanism that swings outs, lifts the container, and dumps trash and/or recyclables into the compactor binThe robotic arm ensures to the best of its ability in this repeated motion, that there is nothing left in the trash can At times, it may require a couple of additional repeated like motions to complete the emptying of the contents And, we apologize for any extended long wait times [redacted] has experienced Given our increased volume, our customers may experience longer wait times on certain days of the weekTell us why here
This is a reply to the customer’s concern dated 1/19/2018, ID number [redacted] We certainly apologize that [redacted] 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 [redacted] pickup day is normally Thursday, but her trash would have been serviced on Friday during the two holiday weeks noted above (Friday, December and Friday, January 5) of which we show work completedIn 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 dayKimble Companies did receive service inquiries from [redacted] of which the Customer Service Reps advised that given the weather and road conditions, our Operations teams were working diligently to get her area serviced as the weather and road conditions would allowWe had notified our Operations team of [redacted] concern; her service area is back on its standard schedule and it appears that she has been serviced this week We do advise our customers, given the conditions and possible reschedules, to put out all of their items as the Kimble drivers will pick up all items that are set outAs a courtesy, a credit has been applied to [redacted] account The T&C’s on the back of our invoices, of which MsHumphrey would have received, identifies Weather related conditions
The company did address the issue presented with the customer The operations manager contacted resident in regards to the holiday is not an observed holiday to delay the trash service for residents The holidays that will cause trash service to be delayed by day are New Years Day, Memorial Day, 4th of July, Labor Day, Thanksgiving and Christmas The service is delayed by day from the holiday so moving forward the next observed holiday is Thursday, November All service will stay the same for pickup on Monday, Tuesday and Wednesday however Thursday trash will be picked up Friday and Friday trash will be picked up on Saturday
The company has reviewed the complaint and has contacted both the original owner as well as current owner to remove trash containers A credit was issued to the original owners account and there is now a balance of $owed to the customer An invoice showing there is no further balance s being forwarded to the new billing address
Customer Service at Kimble Companies has reviewed this account and the below has occurred: December 21, – our records indicated from the Kimble trash driver that the customer did not have their trash container out; as is Kimble’s policy when this occurs, we do not authorize our driver to go back and pick up trash for a customer’s container that was not set out by the customer We advise our customers to hold until their next scheduled trash pick up date.December 28, – it was reported by the customer that their trash was missed A Customer Service Rep entered a missed pick up schedule for the Kimble trash driver to go back December to pick up this customer’s trash Due to the weather conditions, this was rescheduled for a missed pick up scheduled for Saturday, December It appears that this trash has now been picked up.As far as this [redacted] request to have her neighbor’s trash picked up, for confidential reasons, we are not at liberty to review and/or discuss her neighbor’s trash or pickups We suggest [redacted] advise her neighbor to call us at [redacted] and talk to a Customer Service Representative We would be more than happy to review with her neighbor, her neighbor’s account/issue.We have reached out to [redacted] and we have given her account, [redacted] , a week credit given the above situation A Customer Service Rep reach out to [redacted] on January 4, to update her to this resolveThis issue should be considered resolved and it should be closed Tell us why here
Kimble Company was awarded the Contract with the City of [redacted] and this customers address was listed as Vacant on the list provided by the City It has since been updated to active, this customer received their Recycle Tote and has been being serviced on a weekly basis by Kimble
The company has reviewed this complaint and has determined that we will credit off the invoice for resolution Recently Kimble Company was awarded a contract with [redacted] and provided a list of names to provide services to from [redacted] village Thus, we delivered containers for easy collection We will schedule for removal of the Recycle container and credit off the balance of this account
Respond to Rejection from Complaint: 06/27/2017: We certainly apologize for any inconvenience you believe was caused by Kimble Companies As stated previously, we show no record of this customer’s call complaint to us for this incident on May 31, to be able to review/assist in the situation described by the customer We show that we serviced this customer on May 30, given the holiday week pushed out our customer’s collection day by one day In this case, this customer’s pick up day was May Per your request, we will cancel your services effective today, June 27, Please keep in mind, per our T&C’s, there are no refunds given your request to cancel services in the middle of a quarter It appears you have paid through June 30, We wish you the best of luck with your new haulerTell us why here
[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 [redacted] , and find that this resolution would be satisfactory to me I will wait until 12/1/for the business to perform this action and, if it does, will consider this complaint resolved.It would have been appropriate to have received some acknowledgement and apology from the company for the aggravation this situation has personally caused 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 proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The facts of your response are inaccurateI was told by a customer service representative on 12/21/that someone would be sent that eveningI continued calling and found after multiple attempts [redacted] refused pick upThe Trash was at the toys the evening before the scheduled pick upI requested on 12/22/to speak to [redacted] I was told during calls with customer service he”was on break” which prompted the online complaintWhen [redacted] called me back later in the evening he told me he infact was not on break at all and was unsure why I was told thatHe stated “I was just busy.” I [redacted] canceled the service not a [redacted] I make and was present for any and all calls madeMe [redacted] stated while on the phone my Trash per his “video” was not at the road weeks in a rowThis is also inaccurateThe week prior it was picked upWhen I told his this he stated “oh the drive must have made a mistake.” This is why I once again brought up that perhaps the driver made a mistake for a second weekBetween the lies from the customer service, [redacted] , and the driver you all should be ashamed of yourselvesYou are all over social media and city pages for your lack of Trash pick up over the last weeksI stand firm that my Trash was at the road the evening before scheduled pick upShame on you for taking advantage of someone, and lyingApparently you need that little bit of money more ham I doI can see whyI am happy to have parted ways with youI will never do business wih you again Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I pay Kimble to pick up trash every week I understand there can be delays due to weather and holidays Delays do not mean my trash is not picked up every week since I pay for that service I don't pay Kimble for them to tell me sorry but hold your trash for weeks since we did not get to it Not my fault they did not pick up the trash but they still want me to pay for them not full-filling their commitment that I pay for Most business at a minimum would credit your account if they don't full-fill their commitment but I guess Kimble does not follow that business model and they want you to pay no matter what Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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.] Regards, [redacted] Kimble cohas breeched the contract several times the latest was in March of not only did they not pick up the trash as scheduled I had to wheel the trash back to my home and let it set and rot and smell for a week until the next scheduled pick-upOn several instances all the trash on the street was pickexcept mine and I have had to call the "plant" so a supervisor could come out several days later to pick up the trashI have called on several times the day before my schedule pick up time to remind Kimble Coto pick up my trash and it still was was missed.I will be happy to leave Kimble C
nce they have admitted to breeching the contract and credit my account for any amount due
This is a reply to the customer’s concern dated 1/26/2018, ID number [redacted] We certainly apologize that [redacted] 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 [redacted] 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 [redacted] *** 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 [redacted] complaint and Kimble Companies does not find any record of calls or e-mails place by [redacted] *** 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 [redacted] *** online account Our records indicated that there has had no service related discussions with [redacted] *** (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 [redacted] *** 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
This is a reply to the customer’s concern dated 1/18/2018, ID number [redacted] We certainly apologize that [redacted] 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 [redacted] ’s pickup day is normally Friday, but his trash would have been serviced on Saturday during the two holiday weeks noted above (which would have been Saturday, December and Saturday, January 6)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 the inclement weather conditions which may precipitate rescheduling routes to another dayOn January 16, 2018, Kimble Companies received a voice message from [redacted] *dentifying that she wanted to cancel services A Customer Service Rep returned a call to [redacted] with a message request to call the Customer Service Rep back directly To date, there was no return phone call back to Kimble Companies so that the Customer Service Rep could review/discuss this customer’s concerns related to his accountOn behalf of [redacted] ’s complaint and points of missed service, Kimble Companies will cancel his services effective January Monies will be refunded in accordance to his service levels as he has requestedAgain, we apologize for the inconvenience the inclement weather conditions has had on our service levels within Kimble Companies service areas We thank [redacted] for allowing Kimble Companies to serve his needs
This is a reply to the customer concern dated 10/11/2017, ID number [redacted] We certainly apologize that [redacted] 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 [redacted] most recent invoice is attached, along with a copy of our terms and conditions [redacted] is a new customer, starting services with Kimble Companies in September [redacted] 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, [redacted] 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, [redacted] 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
Customer Service at Kimble Companies has talked with this customer ( [redacted] ) this morning – August 4, 2016, and we have walked through his concern over recent service issues His account [redacted] has been credited for the $given his concern over recent service issues [redacted] has indicated he is satisfied with this resolve, and that he will be contacting the Revdex.com to update them as well This issue should be considered resolved and it should be closedTell us why here
Customer Service at Kimble Companies has reviewed this account and the below has occurred: We show no record of this customer’s call complaint to us for this incident on May 31, We show that we serviced this customer on May 30, given the holiday week pushes out our customer’s collection days by one day In this case, this customer’s pick up day was May In our additional research, we found an e-mail sent to us from this customer on June 5, of which we responded She noted she wanted to talk with a Customer Service Rep She did not indicate a reason A Customer Service Rep responded to this customer on June 8, (AM) asking how they could assist her At that time there was no mention of a broken glass situationThis customer responded on June 8, (late PM) and noted she would like to discontinue serviceShe indicated that the incident with the glass and the inability of getting her calls answered have brought this decisionShe indicated she was very disappointed in our customer service changes and that between the glass situation and not being able to reach a customer service rep, she wanted to cancel her servicesA Customer Service Rep reached out to her again on June (AM) apologizing for her experience, asking for this customer’s information (street address) and when she would like to cancel her serviceTo date, we have not heard back from this customer with any additional communicationAt the time the customer indicates the incident occurred, there was no issue raised to have had Kimble Operations do a site visit and/or review the situation to assess any possibilities of an issueIf this customer still requests us to cancel her account, we can do so – effective as of the previous communication the Customer Service Rep was having with her Per our T&C’s on this customer’s invoice, if cancellation occurs in the middle of the quarter, there will be no refunds issuedTo date, it appears we are continuing to service this customer on a weekly basis as per her regularly scheduled collection dayTell us why here
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 the amount of the proration from cancellation is $ A check will be issued for the reimbursement of unused service and should reach consumer within 7-business days
This is a reply to the customer’s concern dated 4/13/2018, ID number [redacted] We certainly apologize that [redacted] *** 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 [redacted] on April 11, to a missed pickup of which this customer noted his trash was not picked up that day The Customer Service Rep reached out to our Operations team and entered a missed pick up work order for April 12, On April 12, 2018, this customer ***) sent in a Live Chat inquiry to a pick up status; at the time of the Live Chat inquiry, we advised the customer that the route was in progress and that it would be picked up that day Unfortunately, this did not occur and the missed pick up work order was rescheduled for pick up on April 13, (next day) On April 13, 2018, this customer [redacted] called in and a Customer Service Rep advised that his trash pick up status was scheduled In Progress and that it had been rescheduled The Customer Service Rep apologized for the miss and for the reschedule This account is a City billed account to the City of Dover Given this, Kimble does not have direct contact numbers to reach out individually to customers within the City of Dover to advise of any late/rescheduled routes Thus, no robo calls can be made to this customer to advise of the rescheduled work order If there are conditions (weather, floods, etc) that may mean Kimble needs to reschedule routes throughout the City of Dover, Kimble Operations would contact the City of Dover directly and advise Kimble has a contract directly with the City of Dover and direct bills the City of Dover for services to customers within the City This customer does not pay Kimble directly for services, however, this customer pays for utilities (to include trash) through the City of the Dover With this, Kimble would not reimburse this customer for any missed/delayed pickups If the City of Dover feels there are issues with missed pickups/delays, they would reach out to Kimble directly and a mutually agreed upon credit would be issued If this customer feels a credit should be given to him, he should review this option directly with the City of Dover.At this time, Kimble will be unable to give any credits directly to [redacted] ***t for reasons noted above in # We certainly apologize for the miss and any weather related conditions that may have prevailed after the miss of trash pickup on April 11, [redacted] Kimble CompaniesCustomer Service ManagerSt Rt N.W.Dover, OH 44622** [redacted] ** [redacted]
Respond to Complaint: 10/02/This is a reply to the customer’s concern dated 9/26/2017, ID number [redacted] We certainly apologize that [redacted] is dissatisfied with the services offered at Kimble Companies Since receiving [redacted] concerns, we have made several attempts to reach [redacted] by telephone of which we have been unsuccessful We have also tried on those several occasions to leave a voice mail for [redacted] to call back an Operations Supervisor to review his ongoing issues, understand more about his concerns, review a map of his area, his trash can placement, as well as other items to be able to determine a best of course of action to resolve the ongoing issues with both Kimble Operations team and the driver Unfortunately, when we attempted to do so by calling [redacted] ***, there is no voice mail active to leave a message With respect to [redacted] comments about the robotic arm that picks up the garbage can and its efforts to keep beating the plastic can on the side of the receiving receptacle The robotic arm is the mechanism that swings outs, lifts the container, and dumps trash and/or recyclables into the compactor binThe robotic arm ensures to the best of its ability in this repeated motion, that there is nothing left in the trash can At times, it may require a couple of additional repeated like motions to complete the emptying of the contents And, we apologize for any extended long wait times [redacted] has experienced Given our increased volume, our customers may experience longer wait times on certain days of the weekTell us why here
This is a reply to the customer’s concern dated 1/19/2018, ID number [redacted] We certainly apologize that [redacted] 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 [redacted] pickup day is normally Thursday, but her trash would have been serviced on Friday during the two holiday weeks noted above (Friday, December and Friday, January 5) of which we show work completedIn 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 dayKimble Companies did receive service inquiries from [redacted] of which the Customer Service Reps advised that given the weather and road conditions, our Operations teams were working diligently to get her area serviced as the weather and road conditions would allowWe had notified our Operations team of [redacted] concern; her service area is back on its standard schedule and it appears that she has been serviced this week We do advise our customers, given the conditions and possible reschedules, to put out all of their items as the Kimble drivers will pick up all items that are set outAs a courtesy, a credit has been applied to [redacted] account The T&C’s on the back of our invoices, of which MsHumphrey would have received, identifies Weather related conditions
The company did address the issue presented with the customer The operations manager contacted resident in regards to the holiday is not an observed holiday to delay the trash service for residents The holidays that will cause trash service to be delayed by day are New Years Day, Memorial Day, 4th of July, Labor Day, Thanksgiving and Christmas The service is delayed by day from the holiday so moving forward the next observed holiday is Thursday, November All service will stay the same for pickup on Monday, Tuesday and Wednesday however Thursday trash will be picked up Friday and Friday trash will be picked up on Saturday
The company has reviewed the complaint and has contacted both the original owner as well as current owner to remove trash containers A credit was issued to the original owners account and there is now a balance of $owed to the customer An invoice showing there is no further balance s being forwarded to the new billing address
Customer Service at Kimble Companies has reviewed this account and the below has occurred: December 21, – our records indicated from the Kimble trash driver that the customer did not have their trash container out; as is Kimble’s policy when this occurs, we do not authorize our driver to go back and pick up trash for a customer’s container that was not set out by the customer We advise our customers to hold until their next scheduled trash pick up date.December 28, – it was reported by the customer that their trash was missed A Customer Service Rep entered a missed pick up schedule for the Kimble trash driver to go back December to pick up this customer’s trash Due to the weather conditions, this was rescheduled for a missed pick up scheduled for Saturday, December It appears that this trash has now been picked up.As far as this [redacted] request to have her neighbor’s trash picked up, for confidential reasons, we are not at liberty to review and/or discuss her neighbor’s trash or pickups We suggest [redacted] advise her neighbor to call us at [redacted] and talk to a Customer Service Representative We would be more than happy to review with her neighbor, her neighbor’s account/issue.We have reached out to [redacted] and we have given her account, [redacted] , a week credit given the above situation A Customer Service Rep reach out to [redacted] on January 4, to update her to this resolveThis issue should be considered resolved and it should be closed Tell us why here
Kimble Company was awarded the Contract with the City of [redacted] and this customers address was listed as Vacant on the list provided by the City It has since been updated to active, this customer received their Recycle Tote and has been being serviced on a weekly basis by Kimble
The company has reviewed this complaint and has determined that we will credit off the invoice for resolution Recently Kimble Company was awarded a contract with [redacted] and provided a list of names to provide services to from [redacted] village Thus, we delivered containers for easy collection We will schedule for removal of the Recycle container and credit off the balance of this account
Respond to Rejection from Complaint: 06/27/2017: We certainly apologize for any inconvenience you believe was caused by Kimble Companies As stated previously, we show no record of this customer’s call complaint to us for this incident on May 31, to be able to review/assist in the situation described by the customer We show that we serviced this customer on May 30, given the holiday week pushed out our customer’s collection day by one day In this case, this customer’s pick up day was May Per your request, we will cancel your services effective today, June 27, Please keep in mind, per our T&C’s, there are no refunds given your request to cancel services in the middle of a quarter It appears you have paid through June 30, We wish you the best of luck with your new haulerTell us why here
[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 [redacted] , and find that this resolution would be satisfactory to me I will wait until 12/1/for the business to perform this action and, if it does, will consider this complaint resolved.It would have been appropriate to have received some acknowledgement and apology from the company for the aggravation this situation has personally caused 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 proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The facts of your response are inaccurateI was told by a customer service representative on 12/21/that someone would be sent that eveningI continued calling and found after multiple attempts [redacted] refused pick upThe Trash was at the toys the evening before the scheduled pick upI requested on 12/22/to speak to [redacted] I was told during calls with customer service he”was on break” which prompted the online complaintWhen [redacted] called me back later in the evening he told me he infact was not on break at all and was unsure why I was told thatHe stated “I was just busy.” I [redacted] canceled the service not a [redacted] I make and was present for any and all calls madeMe [redacted] stated while on the phone my Trash per his “video” was not at the road weeks in a rowThis is also inaccurateThe week prior it was picked upWhen I told his this he stated “oh the drive must have made a mistake.” This is why I once again brought up that perhaps the driver made a mistake for a second weekBetween the lies from the customer service, [redacted] , and the driver you all should be ashamed of yourselvesYou are all over social media and city pages for your lack of Trash pick up over the last weeksI stand firm that my Trash was at the road the evening before scheduled pick upShame on you for taking advantage of someone, and lyingApparently you need that little bit of money more ham I doI can see whyI am happy to have parted ways with youI will never do business wih you again Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I pay Kimble to pick up trash every week I understand there can be delays due to weather and holidays Delays do not mean my trash is not picked up every week since I pay for that service I don't pay Kimble for them to tell me sorry but hold your trash for weeks since we did not get to it Not my fault they did not pick up the trash but they still want me to pay for them not full-filling their commitment that I pay for Most business at a minimum would credit your account if they don't full-fill their commitment but I guess Kimble does not follow that business model and they want you to pay no matter what Regards, [redacted] ***