ComplaintsforKimble Recycling & Disposal, Inc.

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company is running a racket. It's a trash pick up service that works with the city. They took my trash can, and make you pay for a replacement. Should be as simple as eating the cost, but no. Once you pay, they deliver a new can but take the neighbors can instead of dropping off one can that they originally took. Now I'm left without a can, they are advising me to steal the neighbors can, and won't give me a refund for the money I spent for a replacement can THAT THEY CONVENIENTLY LOST!

  

  Business response

  11/18/2024

  Prior to November 12th, Kimble was not in the area removing or delivering carts that Kimble would have removed as customer is reporting.  The trash truck would not have the ability to take the cart on their truck during servicing.  Our container team was at this residence and delivered the replacement tote.  We have attached the pictures of the containers being delivered that was taken by the driver.  The customer is assigned carts and the carts that are for this residence are in the picture.  Also, this is a duplex so if there is not another set of carts that the other resident is using carts, that is a different situation. If you have any further questions, please contact Kimble Customer Service at ************* **** ***** 

  Customer response

  11/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The part Kimble is leaving out is they are delivering a new trash tote, but "STEALING" the neighbors trash tote. Originally there were two totes at the house. With serial numbers ending in "**" and another with "**". The one ending in "**" was the one I reported missing to Kimble and I placed an order to replace that tote for $100. Current day, November 18,2024, there is one tote on the side of the house ending in "**". Late September the neighbors trash can ended in "**". Again, Kimble is delivering a new green trash tote, as we can see by the pictures they attached, but they are also TAKING THE OLD TOTE THAT BELONGS TO THE NEIGHBORS. That doesn't solve the problem! I never asked for them to replace the neighbors tote because their trash can was still here. I asked TO BRING A TOTE FOR MY UNIT BECAUSE I NO LONGER HAVE A TOTE. 

  Small back story just to further add to Kimble being a poorly ran company. I originally called in late September about my missing can. I was told it would take "a few weeks to get a new can delivered". I called back on OCTOBER 4, 2024 and to my surprise was told that they DELIEVERED MY REPLACEMENT CAN ON OCTOBER 2ND. I was looking around the entire neighborhood, just as I did with my previously displaced tote, to no avail. I called Kimble and told them I still didn't receive a can. They put in another order for another delivery. This exact same situation happened again in late October. The house still only has one trash tote when we need two. 

  
  Regards,
  
  ******* *******

  

  Business response

  11/22/2024

  Again, we have delivered another cart on Tuesday November 19th.  A sales team member delivered the cart and took pictures of the carts that are in the driveway. No further carts are needed for this address.  I have attached the pictures of the carts that are there.  We are not taking these carts from other locations.  These carts are coming from our facility to be delivered.  Our sales team member is reaching out via phone.  Thank you 

  Customer response

  11/22/2024

  Better Business Bureau:

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

  Got in touch with someone with some knowledge. Brett personally delivered us a trash tote, without taking the neighbors tote. Issue has finally been resolved. 

  Regards,

  ******* *******

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We cancelled our service with Kimble, simply because we found another service with better prices. That was over 3 months ago. Kimble still has not picked up our trash cans from the street. I have called and emailed several times only to be told that they have escalated my complaint. When I tell them that I am going to get rid of these myself I am told that I will be charged for the cans. Over 3 months is rediculous for sitting on our curb.

  

  Business response

  11/07/2024

  We apologize, Ms. ********, for the inconvenience!  We do see that the Kimble containers were removed on November 6th.  If you find this not to be a true statement please contact Kimble Customer Service at ************* **** ****.  Thank you ! 

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kimble trash company continues to not pick up our trash and won’t refund us for not providing a service that we prepaid for. I’ve called numerous times and Kimble has yet to pick up our trash that is in a commercial trash container left at the end of our driveway in plain site in the same spot for the last 2 years. Our address is clearly marked in both directions with large green reflective EMS compliant numbers. Kimble agreed to provide Friday pick up service and had failed to pick up our trash on a regular Friday schedule since May 2024. Then charged for extra bags when they are days late picking up. They lie on my account stating the container wasn’t out or mark the service as complete and we’ve watched them just drive past our house and not stop. When I call they either mark my account as completed or container not out which is not true and I started taking video of us taking the trash can down on Thursday nights for Friday pickups. We have to take our trash down an almost 1000 foot driveway to get it there and place it by the road. In the same spot we’ve left it at for the last two years. Dr Their solution to me was to rent a Kimble trash can however the neighbor has small round trash cans or just places their trash bags in the ground and it gets picked up. When we started service with them 2 years ago we could have our own trash can and paid $150 or so dollars for a nice trash container that is complaint with their equipment. As they days go buy my regular trash builds up at the house because the container is still at the road not picked up and I do not want to damage my car by placing trash bags in it.

  

  Business response

  10/21/2024

  We have been in touch with the customer and feel we have resolved the issues Ms. ****** has reported.  Any further questions or concerns please contact Kimble Customer Service at *************** **** ****.  Thank you! 

  Customer response

  10/28/2024

  Better Business Bureau:
  
  They didn’t pick up as scheduled on October 11 
  We cancelled our service on 10/16 to be effective immediately.  Spoke with Carrie the customer service mgr. I got a delay notice email for pick up on 10/18 to be picked up 10/19. They have since disabled my online account log in so I can no longer view any of our information or past payments for tax purposes. And we have not received a refund for service. 
  

  
  

   
  ********* ******

  

  Business response

  11/07/2024

  After further review on your account, you are correct that the account has been cancelled.  However, Kimble Recycling & Disposal did refund you credit card on October 25, 2024.  If you have any further questions, please contact Customer Service at ************* **** *****  Thank you 
  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Monthly, we were charged for a trash receptacle. After poor service, we cancelled and asked them to remove the trash receptacle. They said it could take up to 4 weeks to remove the receptacle from our property. At 4 weeks it was still not removed. I called and they said they had 2 more weeks to get it, per the company policy. At 8 weeks I called and stated they had to remove it or I would get rid of it. They stated they would charge me if I got rid of it. They also stated that they could not guarantee when it will be picked up. I am housing their equipment at this point under threat of being charged for it.

  

  Business response

  09/10/2024

  Thank you for bringing this to our attention. We are working on getting cancelled service cart removals done in order they were received.  We have escalated this to be removed as soon as possible.  We appreciate your patience during the delay!  If there are any further questions, please contact Kimble Customer Service at *************** **** ***** 

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have two trash cans. This company is a day or two late almost every week. They dumped one can and left the second one after being a day late on 8/30/24. I called Kimble and they said they would send a truck out to pick up our second trash can, if they would not make it before the holiday weekend they would let me know, neither happened. This is unacceptable at this point and it is to difficult to make contact with someone in person. Horrible customer service.

  

  Business response

  09/10/2024

  We have reviewed the information received and want to apologize for the service issue that occurred.  A Kimble supervisor has reached out today to discuss your account with you and left a message.  We feel that the resolution that we advised of will be fair as well as notified the operations team of the 2nd cart at you location as they were originally unaware.  If you have any further questions or concerns, please reach out to Kimble Customer Service at *************** **** ****.  Thank you for being a valued customer of Kimble Recycling & Disposal, Inc.  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My trash is overflowing every week, Kimble is supposed to pick up on Fridays but they rarely come on Fridays or Saturdays or Mondays even sometimes. I’ve called numerous times to ask what is going on because I’ve never been behind on my bill and had no idea why they were not picking up and they said that they are under staffed and will not pick up until the following Friday which it’s never on Friday, usually more like Monday but they want you paying for weekly service. Why should I pay for a service you are not providing adequately? I’ve asked for a discount at least and they refuse. I can’t even go outside at this point because my entire street smells like rotting trash. There are so many flies and bees swarming the cans it’s insane. My kids can’t even play in their own yard because it’s so bad. It has been 90 degrees the last week and the smell is getting worse. This should not be legal.

  

  Business response

  09/10/2024

  ********* we apologize for the delays that you are experiencing. We are working diligently to get drivers hired and trained so that we do not have the delays.  Since service is being provided, we would not be able to apply credits to the account.  If at any time you do not receive service entirely, please reach out to us so that we may resolve the issue.  The Kimble Customer Service team can be reached at *************** **** ****.  We appreciate your patience and understanding during these delays.  We value you as a Kimble Recycling & Disposal customer!! 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  For close to 30 years our trash was picked up by a company called ******. We go to FL for winter. I would put account on seasonal hold, stash the can, call ****** when we got home & start up again. While we were in FL 2023 ****** was sold to Kimble. Our family watches our home. Kimble can arrives, our family & neighbors call me about the can. Relatives stash the can. I call Kimble and tell them I'm on seasonal hold with ****** etc. I tell Kimble I can be a Kimble customer if I can do seasonal hold like with ****** & depending on cost. They said they would have the same price as ****** so I thought ok, see how this goes. We get home I paid them, everything was fine. I even paid for a full month of October 2023 even though we didn't use the full month & went to FL early for a wedding. I start seasonal hold mid Oct. 2023. We get home and want to start trash service July 2024. Kimble says I owe them $20 for June because of a 6 month "rule" they have. I was a ****** customer I don't know Kimble rules. I asked nicely could we get a pass on June as we didn't have a pickup we were not here. This is what ended it right then for me -- "That is a hard no from our billing department." Kimble could have said well you are new, paid us extra last year (Oct.) , impeccable credit & we know you didn't choose us, we bought ******. But I get a "hard no." I cancelled the service before July 1, told Kimble come for can. We now have bill for $20 with interest added on, account is in my husband's name -- **** ******* Neighbors are asking why has Kimble not come for the can. Kimble did say it might take a month to pickup the can, Today is Aug. 12. I will not pay for what I do not owe & my neighbors know Kimble's can has been waiting to be picked up as of June 28. It wasn't price. It was work to get a new service, I might have stayed but for the insult. We pay our bills but will not pay for service we did not receive. That is my hard no.

  

  Business response

  08/26/2024

  Thank you for contacting Kimble.  The cart was removed on August 15, 2024.Kimble is showing your account is cancelled and no current balance due.   Please contact us if you have any further questions. Thank you.  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For about three months, my trash and recycling does not get picked up sometimes. Probably about 50% of the time. I’ve spoke with customer service, and they say they’re going to find a resolution, but it’s getting worse, not better. I just want the service I’m paying for. At this point I don’t have any confidence that the customer service department will be able to resolve the situation, because they usually say the same things, but then nothing changes. I’m disabled and it’s really hard for me to keep taking the can back-and-forth to the street when they don’t pick up the trash and recycling, and I’ve injured myself doing it, in order to avoid a ticket from the city for having cans out. I wish there was another option. I could hire for trash disposal. I think it’s possible that because I complained the first couple times, The trash pick up employee is retaliating against me by not picking up my trash.

  

  Business response

  07/18/2024

  Thank you for reaching out to us regarding your service issue!  We apologize for the inconvenience on the delays.  If you can please provide you contact information, address, etc. so that we can look into your account and see how this is being handled.  You can also reach out to us at *************** **** **** that a Kimble representative can research for you.  We appreciate you being a customer of Kimble Recycling & Disposal and look forward to help solving your service issue.  

  Customer response

  07/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. I started contacting Kimble customer service 2 1/2 months ago. After I contacted Kimble customer service the problem got worse. After 2 1/2 months of both my garbage and recycling not getting picked up about half the time, it looks like we might finally have a resolution.

  However, I fully believe that the initial complaint about garbage not being picked up, led to the drivers retaliating and not picking up my recycling. Apparently the can is wrong, but they never left a tag in it for me to know that in the past 2 1/2 months, and it hasn’t been a problem for the past seven years. The driver talked to my neighbor about me and was looking around my house. They have tags to communicate they don’t need to come talk to the homeowner. It made me very uncomfortable that he was asking my neighbor for information about me.
  

  Regards,
  
  ******* *******

  

  Business response

  08/26/2024

  Again - we are needing more information before we can help you thru the BBB notes.  We do not have your account number or address.  Please provide or contact Kimble Customer Service to help resolve.  Thank you ! 

  Customer response

  08/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

  The problem was never resolved by contacting Kimble. The problem was finally resolved when I called my city recently and they helped me.

  Kimble never even offered to order me a new recycling can. The city is helping me with that, too.  Kimble was going to make me pay for it.

  I received a call from Kimble customer service a few days ago, where I explained that Kimble was able to resolve the issue. But that the city was able to. So I’ll never call Kimble directly again, I will just call my city when there’s a problem With trash or recycling pick up

  It was very upsetting to keep calling Kimble week after week after week and nothing was ever resolved.

  I explained to the Kimble rep when they called me recently that Kimble was never able to solve the problem with my trash not being picked up for me.  And, at the very least, they could’ve ordered me a new recycling can, but they never did.

  The last last time I spoke to Kimble after calling them because my trash and recycling both were not picked up again, the rep tried to say the problem was just with my recycling not getting picked up, but it was literally that day that the trash also did not get picked up.

  In any case, fingers crossed, it appears the problem is resolved, but again, it was because the city helped me with it. Months of calling Kimble accomplished nothing and made the problem worse.

  I believe Kimble should’ve offered me money as compensation for the services I did not receive and my time lost.

  thanks for your time

  OhRegards,

  
  ******* *******

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The cost of trash pick up continues to rise, this last bill was a $1 more than the previous months bill, such was more than thar previous months bill. As the cost continues to go up (now $60.80/month) the service continues to be just as bad if not worse! I am paying for a service that they pick and choose when to provide. How does it become my issue when they are short staffed? A Rep from the company calls me about my previous conplaint and tells me that I haven't called them that often. The Rep, in a non confrontational way, called me a liar because it wasn't in their system. Maybe she should have asked about my wife's number also since she calls from her own phone. One of the best was when I was told that the driver doesn't get out of the truck after he spilled my trash all over the road and left it. Look at the reviews, Kimble Trash is horrible but yet they have an A+ rating - that is complete non sense. They need to provide service as agreed with the city and what we pay for. If they can't provide then it should reflect on a reduction in our bills, not an increase and then excuses when I call.

  

  Business response

  05/16/2024

  We spoke with the resident on May 2nd and explained the issues of route delays due to driver shortage.  We are continuing every day to hire and train drivers for Kimble.  It does look like the yard waste or recycling have been delayed just 1 day.  We are still providing weekly services for these materials.  Service this week has been provided on time.  If there are any further issues or questions, please do not hesitate to contact Kimble Customer Service at 800-201-0005, Ext. 9404.  Thank you for being a valued customer of Kimble Recycling & Disposal, Inc. 

  Customer response

  05/18/2024

  [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.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is their scapegoat.   This is an ongoing issue and there is nothing they are actively doing to resolve it.   It is not like my city offers an alternative refuse service that i could switch too.  It doesn't matter what i say, they will keep providing subpar service and keep raising consumer rates.  Maybe the owners and higher ups should take a cut in their salaries and show the consumer that it is about providing a quality service and not about making big money.  I am sure of we started looking up properties for the higher end administration we would find they are living EXTREMELY comfortable.

  Regards,

  ******* ***

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contract for unlimited trash service per Kimble Trash. There is an additional fee I pay monthly for this service. Not to be confused with bulk trash; I pay to be able to have additional trash cans/trash bags in addition to the Kimble issued can. On March 30, Kimble only emptied their issued can and left everything else in my driveway. I called Kimble as the truck took off, and was told from the representative (******) the driver was notified to come back that day. Never showed up. Called back the following day (talked to ****), and was told that the driver cancelled the work order at 6pm the previous night and the supervisor said the driver said bags were more than 3 feet from the road and he did not have to stop and pick them up. The only policy on 3 feet for distance of a can listed on Kimble's website is that the Kimble issued can has to be 3 feet from the road so the truck can properly reach it. No where is it listed the excuses the driver had. The driver just did not want to get out of the truck and manually put trash in. I was told that no one would come until my next pick up day, which is a week out. Asked to speak to the operations supervisor, no response after 48 hours. This is unacceptable; I pay for a service that is purposely not being provided per contract and the operations department is displaying inadequate customer service, as well as poor leadership examples for their drivers.

  

  Business response

  04/05/2024

  We have been in touch with *** ****** and an amicable resolution has been provided.  We appreciate her allowing Kimble to resolve the issue!  If there are any further issues or concerns, please contact Kimble Customer Service at *************** **** ****.  We value Ms. Miller as a customer!!  Thank you! 

  Customer response

  04/05/2024

  Better Business Bureau:

  ****,from Kimble Trash, reached out to me and was more than pleasant to talk with and quickly solved the issues I presented to her.   I extended my appreciation to her and felt valued as a customer.  

  Regards,

  ******** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩