Rumpke Consolidated Companies

I would like to apologize to Ms [redacted] for the service issues she has had with Rumpke The Route Manager, [redacted] , has tried to contact Ms [redacted] regarding the issues to discuss resolution A voice mail has been left for a return call to discuss Mr [redacted] 's extension is *** [redacted] Ms [redacted] can contact Mr [redacted] to discuss.A credit of $was issued to Ms***'s account for the three weeks service she requested.Again, would like to apologize to Ms [redacted] regarding the issues she has had with her trash service.Sincerely, [redacted] ***, Customer Service Manager

It is true, that our customer had moved the container we were to serviceHe moved it onto an apron infront of a garage that sits to the left of the opening to the turnaound we had always usedIn order for us to service the container were it was relocated we still needed to pull into the old turaround area to make the swing into the containerThere was no other option available to our driverAs stated before, had we known that the turn around had been eliminated we would have never even entered the propertyAs stated earlier our driver was at this location at 6:30, Civil Twilight was at 6:and sunrise was at 7:on that dateWe investigated the incident on two seperate occasions once by a supervisor and once by our Operations ManagerBoth managers came to the same conclusion Our driver would not have thought that the newly graded area was anything more than the turn around freshly gradedEspecially at the time of the morning our truck and driver were on site We take the responsability of repairing or paying for repairs where our vehiicles and drivers are truly at faultWe also hold our drivers directly accountable for damage were they are at fault, that is why we deny claims when the other party's negligence is the causeIn this case our customer claims that our driver didn't use common sense but I would argue, When the desire is to keep traffic off any sort of of fresh landscaping the common sense approch is usually a visual berrier of some typeSimple wood steaks with plastic tape would have been sufficientEven a car or truck parked across the entry to the turn around Also, our customer and The landscape comapany are one in the same Regards, [redacted]

March 20, [redacted] ** [redacted] RE: Revdex.com Complaint [redacted] Dear Mr [redacted] , Thank you for bringing your situation to our attention First allow me to apologize for the stress and inconvenience this situation has caused you and your family After reviewing the account with the Operations Manager, you trash was not collected due to a series of errors in routing your service Due to the routing errors the drivers were unable to locate your address on their route or the driver arrived on the wrong day If you would consider granting us a second chance, I would like to offer you a period of free service in an effort to redeem our reputation of providing quality service If you choose not, I understand As you requested, a check refund has been submitted for $ Please contact me with any questions or concerns Sincerely, [redacted] Manager, Customer Services Rumpke – Southeast Market [redacted]

February 1, Revdex.com Attn.: [redacted] West 7th Street, Suite Cincinnati, Ohio RE: Complaint Number [redacted] Mr [redacted] [redacted] To Whom It May Concern, I am writing in response to Mr [redacted] ’s complaint regarding trash service Upon receipt of this complaint a Supervisor drove to this address and found no sign of trash left behind We do have the account noted on April 1, that trash was missed and again on December 30, 2013, one paint can was left I apologize for these occurrences However, paint cans must be placed next to the trash can without a lid so the driver can look into the can to verify the paint has been solidified Liquids are prohibited from the landfill There are additional guidelines for placement of large or special waste items at the curb This includes scheduling at least hours prior to pick up We ask that Mr [redacted] call in advance to schedule any large or special waste items and obtain any preparation requirements We apologize for any inconvenience this may cause Thank you for your assistance in this matter Sincerely, [redacted] Cc: Mr [redacted] , Cincinnati Regional Vice President

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] However I was able to contact the business about said response and told them why the information was incorrectthat was not the number of my assigned can and the company was able to fix it However the company could not tell me why the trash was not picked up that day for any customers on my lane

I thankyou for your help in this matter I have been contacted by the company who were polite and concerned and made the correction with me I am grateful for your help and their cooperation [redacted] *** 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] ***

January 25, Revdex.com Attn.: Ms [redacted] West 7th Street, Suite Cincinnati, Ohio RE: Complaint Number [redacted] Mr [redacted] To Whom It May Concern, This letter is in reference to Mr [redacted] ’s complaint regarding the two trash carts which were identified as being located at his address with a recent route audit on September 18, The carts are Rumpke property and when customers call to order delivery of the carts, they are notified of several options for obtaining the carts First, they can be rented for $each per month or they can be purchased The cart identification number determines the age of the cart If Mr [redacted] prefers not to pay the $ fee for each cart per month, based on the cart numbers he has, one can be purchased as a used cart at $plus tax and the other would be sold as a new cart at $plus tax Typically, Rumpke uses a stamp when selling carts to mark the carts “SOLD” to differentiate Rumpke rental carts from customer purchased carts According to the route audit, these do not have that stamp We will be glad to work with Mr [redacted] on either renting the carts or allowing him to purchase the carts he has at a discounted rate In regard to Mr [redacted] ’s question regarding credit for not placing trash to the curb weekly, Rumpke does not provide an on call service and therefore, would not issue credit We will contact Mr [redacted] to discuss a resolution to the pricing of the carts Thank you for your assistance in this matter Sincerely, [redacted] * [redacted] Cc: Mr [redacted] , Cincinnati Regional Vice President

March 16, [redacted] RE: Revdex.com Complaint [redacted] Dear Mr [redacted] , This is in response to your complaint to the Revdex.com on 3/12/requesting a credit for the missed service during the inclement weather We value your business and we are sincerely sorry for the inconvenience The drivers wanted to service their customers during the inclement weather period; however, there were multiple days when we were not permitted to travel on the roads, even after the State of Emergency was lifted by the Governor The Local and State Police Departments were afraid our trucks would hinder the efforts by the road crews Our business is based on trash collection and we pride ourselves with dependable and professional service Unfortunately, we were unable to control the recent weather and subsequent conditions of the secondary roads Again, we value your business and have issued a credit to your account in the amount of $ for the weekly portion of your monthly rate In addition, a request has been sent to the driver to collect up to additional bags of trash on your next service day Please call us with any questions Regards, [redacted] Rumpke, [redacted] CC: Operations Department Manager

September 30, Revdex.com Attn.: Ms [redacted] West 7th Street, Suite Cincinnati, Ohio RE: Complaint Numbe [redacted] [redacted] * [redacted] To Whom It May Concern, This letter is in response to Mr [redacted] ’s complaint regarding cancelled service The account is marked cancelled and no balance due It appears the account was invoiced for a trash cart after service was originally cancelled since it had not been removed However, the charge was credited after the cart was removed on August 22, I apologize for the frustration this may have caused and the manner in which Mr [redacted] stated the call was handled This is unacceptable and will be handled appropriately However, the account has been closed with no balance due If you need any additional information, please do not hesitate to contact us at [redacted] between the hours of 8:a.mand 5:p.m Thank you for your assistance in this matter Sincerely, [redacted] Cc: [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] ***

Date Sent: 6/9/10:37:AMRumpke apologizes for the inconvenience this issue has causedA Supervisor was dispatched to the residence to remove the bulk item (door)Mr [redacted] was contacted to resolve the issueA credit will be placed on the resident's accountRumpke appreciates Mr [redacted] 's business and again apologizes for the issue

April 14, [redacted] ** [redacted] RE: RevDex.com Complaint # [redacted] Dear [redacted] , Please accept my apology for the misfortune regarding the Rumpke Trash Cart you left at [redacted] in Batavia, when you moved The charge has been reversed and the agency updated Should you have any further questions or concerns, please do not hesitate to contact me Regards, [redacted] Manager, Customer Services Rumpke – Southeast Market ###-###-#### x [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]

I would like to apologize to Ms [redacted] for all her concerns and issues not being resolvedWe have issued another weeks credit to Ms***'s account in the amount of -$One of our supervisors went to Ms***'s address and spoke to her regarding the issues with ruts and damageHe has assured her they will be fixing the damage when weather warms up and ground is dryWe also discussed the change in service to prevent any more damage to Ms***'s propertyA message has been left for Ms [redacted] on her voice mail in changing to our trash carts.If Ms [redacted] decides to change service the monthly rate would be $If Ms [redacted] would contact us we can make arrangements to change her service.Sincerely, [redacted] Customer Service Managerv

We would like to apologize to Ms [redacted] for the service issues she received We have looked at Ms [redacted] account and adjusted the cancellation date back to August Customer service tried contacting Ms [redacted] via phone and left messages that we would be adjusting account As of this morning Ms [redacted] had paid the past due balance on her account for the months of July & August This left Ms [redacted] with a credit of -$after adjustment was made The credit of -$is being processed for a refund back to Ms*** We are sorry for any inconvenience this has caused Sincerely, [redacted] Customer Service Manager

February 18, [redacted] * [redacted] ** [redacted] RE: Rumpke account [redacted] Dear [redacted] * ***, Thank you for alerting me to the experience with the customer service representative Quarterly billing can be confusing and we certainly understand the propensity for an oversight All of our call interactions are recorded for training and quality assurance and all of your recent interactions with our team were reviewed Calls received on 2/9/and 2/13/were reviewed and the information presented regarding your account was accurate, including the information regarding the undocumented Rumpke trash cart located at your address Your complaint stated “ he told me my county had a contract with them and pretty much too bad they could do what they want.” I assume this was regarding the Rumpke trash cart rental fee of $per month The rental fee is charged to anyone in [redacted] County who rents our equipment and includes all maintenance or replacement if damagedThe CSR did say he would get a replacement to you and begin the billing upon delivery Please note, Rumpke trash carts can be purchased, eliminating the monthly rental fee The CSR did provide an accurate summary of your payments and billing history and this information will be mailed under separate cover To address the role of the CSR and the collection agency referral; this is an automated process, of which the CSR has no input The process is based on the past due aging and is preceded by letters, one mailed at and the other at days past due We did not receive your payment for the bill cycle Oct,Nov,Dec and the account was interrupted for non-payment effective January 1, Your account balance was referred to our collection agency, [redacted] Services, on February 3, Please note the collection agency referral was prior to you speaking with us on February 4th When you made your payment on February 9th, the collection agency was notified and your services resumed for the following day There is also a gallon trash cart scheduled for delivery at a charge of $per month to replace the broken trash cart at your address If you have any further questions, please do not hesitate to contact me Regards, [redacted] Manager, Customer Services Rumpke – Southeast Market [redacted]

RE: [redacted] Dear Mr***, Thank you for contacting us regarding the missed trash service I apologize for the oversight Per your request, the customer service representative issued a credit to your account for the missed service Again, thank you for contacting us and please do not hesitate to contact us again, should you have any questions Sincerely, [redacted] Manager, Customer Services Rumpke, Southeast Market [redacted]

February 22,
Revdex.com
Attn.: Ms*** ***
West 7th
Street, Suite
Cincinnati, Ohio
RE: Complaint Number ***
Ms*** * *** ***
To
Whom It May Concern,
This letter is in response
to Ms***’s complaint regarding her missing can. According to notes posted on Ms***’s account
dated February 12, 2015, the driver indicated he did throw the can away because
half of the can was missing. The route
manager indicated he would offer a $credit on the account. According to the notes Ms*** had paid
approximately $for the can years ago.
Unfortunately, I am not aware how the can broke or what size the can
was. Rumpke’s guidelines state cans
should not be larger than gallons.
Typically, a gallon Rubbermaid can with a lifetime warranty can be
purchased for less than $20.00. It
appears Ms*** accepted the $credit, however, indicated she was not
happy with the resolution.
I apologize for the
confusion and will have a Supervisor contact Ms*** to see if we can come to
a more amicable solution. Again,
according to the driver, half of the can was missing before he emptied the
trash
Thank you for bringing
this to our attention. We welcome the opportunity
to resolve the matter
Sincerely,
*** * ***
Cc: Mr*** * ***, Cincinnati Regional
Vice President

October 14,
*** *** ***
*** *** *** ***
* *** *** *** *** ***
*** *** ***
*
*** *** *** ***
Mr** *** ***
To Whom It May
Concern,
This letter is in reference
to Mr***’s complaint regarding white material splattered on his
vehicle. It appears there has been a
miscommunication, as our records indicate that our Loss Control department was
waiting on a receipt for Mr***’s cleaning and/or detailing of the
vehicle to remove the material from his car.
Mr*** indicated he was not aware of this. However, it appears he and MsBridgett
Biggs, Cincinnati’s Regional Safety Manager are now communicating via email to
resolve the situation
If you need any additional
information, please do not hesitate to contact us at (513) *** between the
hours of 8:a.mand 5:p.m
Thank you for your
assistance in this matter
Sincerely,
*** * ***
Cc: Mr J*** * ***, Cincinnati Regional Vice President

January 8,
*** ***
*** *** ***
*** ** ***
Re: Rumpke account *** RevDex.com Complaint # ***
Dear Ms ***,
We are in receipt of the above complaint and
appreciate you bringing this situation to our
attention
Rumpke strives to collect trash limits from
active accounts each week. We apologize
for this inconvenience and are grateful to have the opportunity to improve our
service.
On 1/7/a member of our team accompanied
the driver to audit and identify any areas for improvement on *** Ln. He identified six residents of *** Ln who
set their trash out in small groups along the lane. Per his observation your trash was grouped
with that of a neighbor who did not have active service on your service dayHe
also noted that the Rumpke trash cart #***, assigned to your address, was
not out. It is the responsibility of the
driver to collect trash from active accounts.
In addition, the driver should not collect trash from trash carts or
cans/bags of those who do not subscribe or have active Rumpke accounts.
We believe you are seeing the trash left by the
driver, generated from residents who do not have an active account with Rumpke
Our driver will continue to leave trash
that belongs to inactive addresses
Please keep in mind the driver looks for trash
carts connected to the address, make sure your trash is in trash cart *** or
call us if we need to update the serial number on the cart that you are leasing
from Rumpke
Sincerely,
*** ***
Rumpke, Southeast Market
***
Cc: Sales
Route
Manager