Rumpke Consolidated Companies

We understand that Ms. [redacted] does not feel her trash was serviced in July, so we have decided to issue credit per her request for service that was billed for July. The credit that was issued was -$22.02 and the remaining balance for June's invoice will be due to Rumpke in the amount of $22.11. This remaining balance is due to Rumpke immediately. The balance due is $22.11 for service that was provided to Ms. [redacted]'s residential home in June in the amount of $22.11.
Sincerely,
[redacted]
Customer Service Manager
Central Ohio Market

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]

I would like to apologize to Ms. [redacted] for all her concerns and issues not being resolved. We have issued another 3 weeks credit to Ms. [redacted]'s account in the amount of -$33.55. One of our supervisors went to Ms. [redacted]'s address and spoke to her regarding the issues with ruts and damage. He has assured her they will be fixing the damage when weather warms up and ground is dry. We also discussed the change in service to prevent any more damage to Ms. [redacted]'s property. A 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 $22.95. If Ms. [redacted] would contact us we can make arrangements to change her service.Sincerely,[redacted] Customer Service Managerv

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 incorrect. that 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.

[redacted]   RE:  Revdex.com Complaint # [redacted]   Dear Mr. [redacted],   Please accept our apology...

for the misfortune regarding our delay in providing the service you expected.  It is our goal to provide service that consistently meets your expectations and in this particular situation, that was not the case.    Our Operations Manager was notified and appropriate steps were addressed with the route driver.   I do have confirmation that your item was collected on April 16th, and also understand the frustration you and your wife encountered to have it collected.   Again, please accept our sincere apology for this unfortunate oversight and do not hesitate to contact me directly in the future.   Should you have any further questions or concerns, please do not hesitate to contact me.   Regards, [redacted] Manager, Customer Services Rumpke – Southeast Market [redacted]

Hi,
 
Here is the invoice for the damage repair and pics (10) of before and after the damage was repaired.
 
Thank you,
 
[redacted]

May 11, 2015
 
[redacted]
 
[redacted]
 
[redacted]
 
I am responding
to your complaint to the Revdex.com in which you state we did no collect the trash...

as
promised on May 29, 2015.  When the
driver arrived there were multiple beds, mattresses, dressers, kitchen and
other large items including boxes and bags. 
Unfortunately, the driver was unable to take photos of the excessive
amount of trash at the residence on May 29th and when he returned to
do so, all of the items had been removed except for one unwrapped
mattress.  We confirmed from the recorded
conversations, you only scheduled one mattress for collection on May 29th,
but indicated you would have trash in equivalent to (in your own words) “like
when cleaning out your garage”.  The
customer service representative quoted the rate of $175.00 to collect the items
at one time.  However, when you called
back, only one mattress was scheduled for collection at $5.00.
 
Additional fees for large or
excessive amounts of trash have been communicated to you multiple times in the
past.  In August of 2013, this same
situation happened when you set up service at [redacted] in August
2013.  In January, you and I had a
conversation regarding the additional charges for items left at [redacted].  In our conversation, you became
upset and stated there should be no extra charge.  Since December 2011, we list 14 accounts in
Nicholasville in which you are associated. 
Most recently, you set up accounts at [redacted], and requested exclusion from paying the large and/or
excessive item fees. 
While I can understand your attempts at minimizing expenses with
your rental homes, we cannot change
the policy with the Jessamine County/Nicholasville contracted
service.  The contract provides weekly
curbside collection of up to 6 cans or 180 gallons of trash for each residence
and the fee for additional items is $5 for each large item and/or $1 for each
bag.
 
Future business
should include full disclosure of your intent when you establish service at one
of your properties.  If you wish a large
amount of trash collected, the fee is $175.00, otherwise, please adhere to the contract
limits to avoid additional fees.  The
local Code Enforcement Agency has been notified of the properties listed below
with no active service in Nicholasville.
[redacted]       [redacted]                                 [redacted]                  [redacted]       
[redacted]                       [redacted]                              [redacted]                 [redacted]               [redacted]                      [redacted]                [redacted]
For
the record, there is absolutely no truth I hung up on you. In fact, a male
voice told you to hang up the phone, when you became upset over the fees.
Regards,
 
[redacted]
Rumpke of KY
[email protected]
1-877-786-7537

March 25, 2016
[redacted] [redacted]
Ref: Revdex.com Complaint [redacted]
Dear Mr. [redacted],
Thank you for communicating your concerns with us regarding issues related to your Rumpke Trash Service.
Until your voicemail message...

of 1/22/16, we were unaware you were having difficulty with the on-line payment system. You enrolled in the on-line payment system on 5/28/14 and on-line payments were consistent through 8/28/2015. Your voicemail message also alerted us that the leased trash cart was damaged; however, the account status was inactive at the time of the voicemail.
When the service was started on 12/18/13 a cart was requested and delivered on 12/28/13. The contracted monthly rental rate for a 95gallon trash cart is $3.75. Service remained active until it was interrupted for non-payment of the Oct-Dec invoice on 01/01/16 and trash cart removed on 1/29/16.
We have a record of Alisha Hesler, church secretary, calling on your behalf on 1/22/16, instructing us to close the account in your name and set up another in her name. She mentioned a church was in process of purchasing the residence. During the call, she mentioned you were having difficulty with the payment and although she was not prepared to pay the outstanding balance, your Mother would contact us to take care of the $46.50, for service you received in Oct-Dec 2015. This payment was received on 03/02/16 by check # 757.
Your account balance is $0 (zero) after the payment for Oct-Dec 2015 and a credit will not be issued for payment of services rendered.
Should you have any other questions, please contact us at ###-###-####.
Regards,
[redacted] Angel
Manager, Customer Services
Rumpke – Southeast Market
[redacted]

October 4, 2016     Revdex.com Attn.:  Ms. [redacted] 1 E Fourth Street, Suite 600 Cincinnati, Ohio 45202   RE:  Ms. [redacted] Complaint Number:  [redacted]     To Whom it May Concern, This letter is in reference to Complaint Number...

[redacted] from Ms. [redacted] regarding her dumpster in a bag – also known as the “Bagster.” The Bagster is a Waste Management product that is sold at local home improvement stores with the intention of being a single use product to use in place of an open top dumpster. The bag - and its contents - is typically removed from a site with a hook truck. Unfortunately, Waste Management doesn’t offer the collection service everywhere the bag is sold.  Ms. [redacted] contacted Rumpke regarding our Haul-it-Away program on Sept. 8 to assist with yard waste removal for items she placed in the Bagster. Ms. [redacted] was advised that the items would be removed by hand by our team, as the bag would be too heavy to lift. The bag, which is marketed as disposable, per the Waste Management and Home Depot websites, was also removed by our team. The team noted that the bag was ripped because of the branches. We apologize for any confusion this has caused. Please contact me directly should you need additional information. Sincerely,   [redacted] Customer Service Manager [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, though I do believe that it should be noted that Rumpke is using PLAUSIBLE DENIABILITY rather than accepting responsibility for its actions. Rumpke uses a third party to process online payments and is blaming the third party and/or a possible online entry error by me, to deny responsibility. Depending on the point of view, this practice may be acceptable by some. It is not acceptable by me but my biggest complaint was that Rumpke was not going to return my money as quickly as their subcontractor took it.After my complaint to Revdex.com, I received a very prompt, polite response from Rumpke and my funds were returned to me, electronically, and in a timely manner. Thank you Revdex.com. My problem would not have been handled in such a timely manner without Revdex.com assistance.
Regards,
[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]

We are sorry for the inconvenience. Please have both cans at the street tomorrow on your pick up day and we will remove. Your account will be credited when the cans are recovered. When we receive the $25.00, we will certainly refund.
thank you

May 18, 2015
[redacted] [redacted]
[redacted]
[redacted]
Dear Mrs. [redacted]
I am writing in response to your request for compensation for items placed with your trash on April 22nd
of this year. The mission of our crews is to remove the trash and recycling placed at or near the...

street by
our customers. In order to perform this task, all items placed with the trash will be removed as well. I
understand you had used two tall outdoor ash trays and chain to block your drive. On the morning of your
trash pickup, both tall outdoor ash trays and the chain were located next to your trash, not stretched
across your driveway.
Rumpke drivers make over 500 stops per day and are held to Department of Transportation regulations
regarding the amount of hours they can operate their vehicle. Our employees have a large task to
perform in a limited amount of time, and walking across a driveway to remove an item that is not with the
trash is counter to their productivity and training.
Our crew performed their duty appropriately. Items left with or next to trash cans, bags or other
containers are removed as part of the essential service we provide.
Respectfully,
[redacted]
Regional Safety Manager
Central Ohio Market

I still need my refund for the weeks my trash was not collected as is specified in the contract with the city.

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.
It is unfortunate that this "business" has become known for it's distasteful practices in the area. It is a shame that they would overcharge, not do their job, refuse to pick up their can 2 years prior, and even allow themselves to be destructive to our can. Not only have they shown their lack of interest but they have also made it very apparent that the customers (and our concerns) are of zero importance to them. A partial refund for their mishap, an attempt to make the mishandling of trash AND equipment right, and a SINCERE apology was certainly in order and definitely NOT too much to ask. Then again, when a business refuses to care about their customers, asking for anything to be made right, in their eyes, would be far too much.
Regards,
[redacted]

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]...

[redacted].  Ms. [redacted] can contact Mr. [redacted] to discuss.A credit of $33.55 was issued to Ms. [redacted]'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

[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]

[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]

We apologize for the experience that Ms. [redacted] feels with her time having Rumpke as her service provider.
In researching our phone recordings and account information. We recovered that Ms. [redacted] had a bulk pick up out (not pre-scheduled) on July 22, 2015. The Rumpke driver left the bulk...

item after removing the regular trash service. We don't automatically take bulk items, as it adds a bulk pick up charge of 10.00 to the customers account. We didn't want to add fees to Ms. [redacted] account without her knowledge.
Ms. [redacted] called on July 29, 2015 and told us to cancel her service which we completed for her with an effective last pick up of July 29, 2015.
Prior to July 29, 2015, Rumpke does not have any reported missed trash service from Ms. [redacted]. The serviced was attempted/completed per what she was billed. The balance due of $44.13 covers services performed by Rumpke for Ms. [redacted]'s trash pick up in June and July.
We feel that we did service her regular Wednesday pick up during these two months and that the invoice of $44.13 is due for services rendered.
[redacted] Rumpke Waste & Recycling
Customer Service Manager
Central Ohio Market

Good afternoon,
We have take this customer's concern very seriously and wish to make things right.
We acknowledge the miscommunication and apologize for the frustration caused.
We appreciate the customer's time and attention to this matter. We will reach out to the customer directly to...

make certain the matter is resolved.
Thank you