Rumpke Consolidated Companies

Mr*** account has been stopped due to non-payment. The biling period was for October/November/December in the amount of $35.51. The initial billing was done October 2nd. A letter was mailed to Mr*** on November 20th notifying of non-payment and service stop at
the of end of December. We bill quarterly for the next months and all customers have until the end of that pay period to make payment before services are interrupted.Service was stopped on January 2nd. Our office was open from a.mto p.mon December 31st and closed for the holiday on January 1st. Our office was open again on January 2nd from a.mto p.m. We were also open on Saturday the 3rd until noon because we were running a day behind that week due to the holiday.To help Mr*** we do have on-line bill pay on our web site www.rumpke.com to pay at any time of the day. Mr*** can also set up an automatic deduction from his checking account or major credit card. To do this he can contact our call center 800-828-to find out the process. We do need to receive payments prior to customers pick up day to ensure their stop is on their driver's route sheet. Once Mr*** as paid the balance of $service will be resumed for the next scheduled pick up day. Sincerely,*** ***, Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]
The container was seating on the driveway Why they went into a newly graded lawn area is beyond me In the past it used to be a turn around, things change, anybody with common sense would of seen that it isn't a turn around anymore and there was a perfect grade of topsoil there (I have pictures if needed) We moved the container for them ON THE DRIVEWAY How long the driveway is is irrevelant All I asked them to do is to fix the marks from the truck I even offered too fix it and then sent them the bill They wanted no part of it Didn't want to cooperate at all and the supervisory was actually rude I'm a business owner and if I got a complaint like this, I would of done anything possible to solve the issue These people at Rumpke could care less
Regards,
*** ***

We will certainly take the charges off the customer's bill after we have removed our trash can thank you

1/26/
RevDex.com, INC
West
Seventy Street, Suite
Cincinnati,
Ohio
Re: *** *** * ***
Dear *** ***
We at Rumpke of Kentucky
- LouisvilleSincerely apologize for the
inconvenience and frustration recently incurred between Ms*** and our
firm. Customer service excellence is our
primary goal at Rumpke and we want to make every effort to resolve this issue
in a timely and mutually beneficial manner
In regards to Ms***’s specific complaint about a billing
error, we apologize. Currently, our
records indicate that Ms***’s account is at a zero balance. We have contacted the collection agency and
have asked them to remove Ms*** from their listing and to stop all
collection procedures in regards to this accountI have attached a letter for
Ms***’s records showing proof that no monies are due to Rumpke
Again, Rumpke apologies for any frustration Ms*** has had to
endure with our Company
If Ms*** still has any unresolved issues please have her
contact our Customer Service Department * ***
We thank you for bringing this issue to our attention
.
_______________________________________________*** * ***
*** *** *** ***
*** ** *** * *** ***
*** *** * *** *** * *** ***
***

We would like to apologize to Ms*** for the service issues she has received for her service.Our operations manager has contacted Ms*** about her concerns and issues. Ms***'s stop has been put on list to verify service is provided every week. Ms*** has also been given
a direct contact number to the manager over the drivers if she has a need to contact.Again, we are sorry for any inconvenience this has caused Ms***.Sincerely,*** ***, Customer Service Manager

March 31,
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 trash can. I would like to apologize for the manner in
which this call was handled. Rumpke
strives to provide excellent customer service; however, in this case we have
failed. I have reached out to Ms
*** and she will be forwarding pictures of the can so that we may resolve
this matter appropriately
Again, I apologize for any
inconvenience this situation may have caused
If you need any further
information, please do not hesitate to contact me at (513) 741-between the
hours of 8:a.mand 5:p.m
Thank you for your
assistance
Sincerely,
*** * ***
Cc: Mr*** * ***, Cincinnati Regional
Vice President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** *** I did speak with *** from Rumpke, who informed me that my account was credited for three weeks for services I did not receiveWhen speaking to *** he was polite but very short and did ask me to keep his cell phone number and address him personally with further concernsHowever, there are still 3-weeks that I have paid for that I did not receive the serviceAnd no comments where made to repairing the damage of my propertyThe grounds remain a complete mess and the dumpster sits in huge muddy rutsA graveled area was provided for this dumpster and was moved at their requestI expect employees to destroy my grounds

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am, of course, well aware of the policy in regards to paint cans, and the response should indicate that in every case I've had to complain about the lack of service in regards to such material, I have abided by the policies. It seems that by so doing, it guarantees the paint cans will be left behind. In short, there is a severe discrepancy between policy and practice, and thus you have a training (or worse) issue.On January, I had two smaller paint cans in front of the cans so they would be visible, without the lids. They were dried up glossy pain, which can look wet at first glance, so they were upside down to prove there was no liquid in them (and so that the precipitation would not aggravate said state). They were left behind. What am I supposed to do with them? Leave them there so they can roll into the street and cause a road hazard? Who would have wound up in court if that were to happen? I put the cans into the garbage container so I could put it all up until next week.On January, the problem was compounded because your workers did not take the trash receptacle to the truck and empty it. This is not rocket science. Stop by curb. Pickup rubbish container. Turn over container above where garbage enters hauling area. Return garbage container to curb.After the complaint, of course there was no left behind trash because I put the non-empty container back because who knows how long before I get a response?I want my trash picked up. PeriodNo excuses. I want you to train your workers on your own policies. Why should I care about your policies if your own workers will not abide by them?
Regards,
*** ***

Rumpke finally came and picked up our trash. You can now stop my complaint if you want
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:After meeting with the supervisor, I found I was unable to update the complaint accordinglyI called the Revdex.com, but I was advised to await further response from the companyThe meeting went well, and the supervisor understood my frustrationHe apologized more than once and said I was placing the cans out correctly from my descriptionHe even added information that might help in the future, as I've been overly cautious in letting the paint dry out for weeks before disposalOverall, he was courteous and professional, and I appreciate him attending to this matter
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

February 2,
Revdex.com
Attn.: Ms. *** ***
West 7th
Street, Suite
Cincinnati, Ohio
RE: Complaint Number ***
*** *** *** ***
To Whom It May Concern,
This letter is in response
to Mr***’s rejection of our response in regard to his service
issues. Upon receipt of his complaint, a
Supervisor again revisited Mr***’s home and I have been advised that he
was able to speak with Mr*** and resolve the situation. We appreciate Mr*** bringing the matter
to our attention so that we can continue to strive to provide excellent
customer service
Again, we apologize for
any inconvenience this may have caused
Thank you for your
assistance in this matter
Sincerely,
*** * ***
Cc: Mr*** * ***, Cincinnati Regional
Vice President

This letter is in response to issue # ***. We apologize for any inconvenience to the customer resulting from this issueMr*** has been contacted by phone and a resolution has been reachedSincerely, *** ***

11/24/
Revdex.com, INC
West Seventy Street, Suite
Cincinnati,
Ohio
Re: *** *** ***
Dear ***
***
We at Rumpke of Kentucky - Louisville
Sincerely apologize for the inconvenience and frustration recently incurred
between Ms*** and our firm.
Customer service excellence is our primary goal at Rumpke and we want to
make every effort to resolve this issue in a timely and mutually beneficial
manner
In regards to Ms***’s
specific complaint about receiving billing for services not rendered, we apologize. Currently, our records indicate Ms***
has been cut-off for non-payment of services.
She stated that she has never received a paper billing from us and that
is because she signed up for a service called Check free, and this service
sends email invoices not paper. With
that being said we did try and send paper late notices on several occasions
along with some phone calls in an effort to collect the past due balanceThe
payment for past services was made on-line; Ms*** never spoke to
one of our Representatives. Our reprehensive
could have explained the service conditions and possibly made payment arrangements
with Ms***Because Ms. ***
has paid for past services, a refund is not due
If Ms*** has any questions or concerns in regards to
his account please tell him not to hesitate to contact me
.
* *** ** *** ** * *** *** ***
We thank you for
bringing this Once issue to our attention
_______________________________________________*** * ***
*** *** *** ***
*** ** *** * *** ***
*** *** * *** *** * *** ***
***

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.
Rumpke failed for the third consecutive day to fulfill their obligation to pick up my trash. Our trash day is Thursday, all accounts are paid up to date, and after two phone calls and the customer service rep promising me they had it in their system and it would definitely be picked up, the trash is still in our front yard. I have a front door and front door frame along with side lights. I called Rumpke customer service rep on Monday, 6-1, and gave them all of the details of what I wanted to be picked up. Rumpke asked me to leave it out for Thursday pick up. On Thursday night, it wasn't picked up. I called again on Friday and they said they would definitely send someone out Friday and if it was too late in the day it would be Saturday. Here I am Sunday and nothing was picked up Friday or Saturday.  I need them to pick up the trash as they are contracted to do. And since this service again is not being performed in a timely manner I expect a reduction in this month's trash collection fees. If I didn't pay they would perform the service. They are not performing their services so I expect a reduction in the fee.
Regards,
[redacted]

I would like to apologize to Mr. [redacted] in the delay of the removal of his account balance with the collection agency. We received email verification from [redacted]s on 9/24 that Mr. [redacted]'s account has been updated accordingly. Mr. [redacted] should not receive any more...

notification about balance owed. Mr. [redacted]'s account is a zero balance.
Again, I am sorry for the inconvenience this has caused Mr. [redacted].
Sincerely,
[redacted] Customer Service Managerv

[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]

January 25, 2015
 
 
Revdex.com
Attn.:  Ms. [redacted]
7 West 7th
Street, Suite 1600
Cincinnati, Ohio 45202
 
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, 2014.  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 $2.50 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 $2.50
fee for each cart per month, based on the cart numbers he has, one can be
purchased as a used cart at $65.00 plus tax and the other would be sold as a
new cart at $95.00 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]
 
Cc:  Mr [redacted], Cincinnati Regional Vice
President

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]

Thank you for allowing Rumpke to address the concern. Upon review, the account was turned over to a collection agency on February 2, 2017.  A payment posted to Mr. [redacted]'s account on February 14, 2017. There was a delay in reporting the payment to the collection agency. ...

Rumpke apologizes for any inconvenience and frustration this may have caused.  The collection agency has been contacted to remove the account and a letter was sent to Mr. [redacted] via email confirming this action.  If there are any further concerns, please feel free to contact me directly at ###-###-####.Sincerely,Laurie [redacted]Customer Service Manager

Spoke with [redacted]. Issue has been resolved. Mattress was picked up on 4/16/15. Will provide email confirmation.