Rittmanic Building & Architecture, Inc.

Revdex.com:
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
Regards,
*** ***

This is a reply to the customer’s concern dated 1/18/2018, ID number *** We certainly apologize that *** *** 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. *** *** pickup day is normally Wednesday, but her trash would have been serviced on Tuesday during the two holiday weeks noted above (Thursday, December and Thursday, January 4) 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 a service inquiry on January 11, from *** *** of which the Customer Service Rep advised *** *** that our records indicate her trash had been picked up. *** *** advised she felt there were other issues related to her tote, lid and her trash services in general. *** *** was upset that a supervisor was not available at the time of her call to review her concerns*** *** noted to the Customer Service Rep that she felt it was bad customer service and that she wanted to cancel her services and her monies refunded. The Customer Service Rep advised *** *** that monies paid in advance for next quarter would be refunded. No refunds are provided in the event service is cancelled prior to the end of a customer’s billing period, per the T&C’s on the back of *** ***’s invoiceTo date, *** *** has been refunded her monies (paid in advance of services for February-April 2018) in the amount of $61.56. No refunds are provided in the event services are cancelled prior to the end of a customer’s billing period. *** ***’s billing period ends January 31, 2018. *** ***’s services were cancelled on January 13, per her request

Revdex.com:
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
Regards,
*** ***

Revdex.com:
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
Regards,
*** *** I am not responsible for their bill so I shouldn't have to suffer because they don't pay their bills what am I suppose to sell this place and move to get another place away from them just to get my trash picked up

Revdex.com:
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
[Provide details of why you are not satisfied with this resolution.]They are thieves and liars!!!! You talk to one department and they tell you one thing and refer you to another department and get another storyThey are just like their business--TRASH
Regards,
*** ***

As previously stated, as part of our ongoing discussions with our customers, and as part of the information we provide on the back of our Kimble invoices, we note to our customers to have their trash/recycle at the curb or at the designated pick up point the night before their collection day. If the trash/recycle is not out on time, Kimble will not be able to collect their trash/recycle until the next scheduled collection day. Route are optimized and orchestrated by location and customer residence; it is not the intent of Kimble Companies to offer another driver to pick up our customer’s cans and charge our customers the additional fees to do so.Safety is always a priority at Kimble Companies; your concerns had already been sent to our Operations teams with regards to the driver, disregard for stop signs in a residential area, and any unsafe driving methods the customer described to ensure our Operations team is made aware and reviewing ongoing practices. As previously stated, to the comments from the customer about the Customer Service Rep being worried for the driver's safety crossing a secondary street to pick up this customer’s container; given safety regulations, the driver is not permitted to come back through, see a customer’s container, and cross a secondary street to empty it. Nor is a driver permitted to ask/expect a customer to “walk the ten feet with my trash can across the street for the driver if needed, so he could empty my can” given current safety regulations.We do certainly apologize for the weather conditions that may have prevailed to this situation; however, please understand inclement weather conditions may be a factor in service without credits for said delay.This issue should be considered resolved and it should be closed

Revdex.com:
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. This does not resolve the poor business practices in which they did not contact me to let me know they would not be picking up the trash anymore. I had to create a large burn pile in my yard due to the fact that there were maggots all over my trash and animals were getting in it. Thus, it was a health hazard. Now I have the issue of cleaning up the burn pile. I also paid for the trash container when I first started the service so it will not be available for them to pick up. I feel that Kimble should have to remove the statement on their website in which they state how important customers are to them. They hung up on me when I called them about this issue and did not respond to my email on their website about the issue. They have extremely poor customer service. Issuing me a refund for the time that they did not finish out their contract does not help those other issues.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complain* ** ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Again, you keep citing that the refund policy states no refunds for cancellationI DO NOT WANT A REFUND FOR CANCELLATIONI want a refund for LACK OF SERVICESI have multiple witnesses who state that the bins were NEVER collected in the months I had service scheduled for and furthermore I have over dozen other customers who will attest that their services cost $- $which is far less than what I paidThey have the same services I had requestedI am in contact with my bank and the attorney general to get this matter handled since the business wants to continue to talk in circles rather than own their own mistakes and solve this in a prompt and civil manner. The bottom line is, I overpaid for services that were NEVER delivered, and the business is refusing to right the wrong their company committed, so I have been forced to take additional action. Unless the business is writing back to tell me that the money was refunded back to me, I am no longer interested in communicating with themThey will be contacted by my bank and state AG since they refuse to solve this in a mature manner
*** ***

Revdex.com:
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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***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

Thank you for bringing this customer complaint to our attentionOur goal is 100% customer satisfaction and we appreciate the *** efforts and accountability provided here.Unfortunately, one size does not fit all, and bid specifications did not incorporate enough flexibility to allow for this
customers preference of container sizeThe contracting public entity and our team now have an accommodation strategy to deal with the individual customer preferenceWe have communicated the plan and agreed to waive the customer's late payment fee, to her complete satisfactionWe are also working with our customer service team to assure our communication style is consistent and in line with our values.Again, thank you for your assistance in this matter.Sincerely,*** ***, PresidentKimble Recycling and Disposal

Revdex.com:
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
Regards,
*** ***

The company has reviewed the claim and it is the company policy to start service all previous debt with the same name must be taken care of. The debt was created under the name of *** *** for the address right next door therefore making this a bad debt with similar name and address

[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 *** *nd 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
Regards,
*** ***

This message is in reply to the customer concern submitted 11/9/2016, ID number *** Customer service is of utmost priority to our company and we take customer complaints seriously and try to reach amicable solutions to customer problems in a timely manner. Our customer service
team maintains logs of all customer interactions and engages in communications with customers in a professional manner. Additionally, we maintain information on billing for our accounts. We have reviewed our records and hope to provide answers to each of the customer’s concerns as follows: Regarding invoicing, our logs indicate that the customer called in on 11/3/to complain of issues with the electronic invoices we had been sending him. At that time, a member of our customer service team updated his account to paper billing. Our billing for this area is on a quarterly basis, so the change will be not reflected until the next quarterly billing. All available information indicates that customer has been receiving timely electronic invoices and is now sto receive paper invoices, beginning on the next quarterly billing.Regarding the alleged difference in billing rate, we can find no evidence of this. Our rates are set according to contract terms between our company and the township where the customer resides. A copy of those rates can be found on the township’s website* ***.Regarding the request for documentation, our logs do not indicate any prior request. However, we do our best to respond to reasonable requests like these in a timely fashion. We will treat this complaint as being such a request and mail the documentation to the customer within business days.Regarding phone access, our phone logs indicate that customer has a history of extremely rude conduct towards our staff, including yelling, personal insults against staff, and the use of profanity. Our logs indicate at least such instances going back to 2005. Examples include calling staff members “stupid” (6/6/2005), “it” (2/10/2014), “terrorist” (6/6/2005), as well as making accusations of a sexual nature (6/6/2005 & 11/3/2016), and profanity on multiple occasions. Most recently (11/9/2016), the customer’s calls and voicemails contained abuse, insults, and profane language directed at staff. While we make customer service a priority, we cannot allow our staff to be subjected to extreme and abusive languageTelephones are not necessary for payment, the customer can continue to use our online billing platform or to contact us through email or by mail, provided that such communication is done in a civil, non-harassing mannerAgain, we want to stress that we take customer service seriously, and do our utmost to substantiate complaints and to provide timely redress of company errors

In order for Kimble Companies to accurately review details/data and respond to this complaint, we require more information (I.e., address of complaint). Please provide the address information so that we can review the details to the complaint and respond appropriately. We have also sent
an e-mail request back to Revdex.com requesting this informationThank you

This is a reply to the customer’s concern dated 12/13/2017, 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:  Since receiving [redacted] original complaint upon...

calling Customer Service on December 12, 2017, we reached out to our Operations teams to understand any ongoing issues.  We also reviewed [redacted] concerns relative to her statements made of which she indicated in the telephone call that we have missed her (not serviced her) “at least one time a month for the past four months”. A Customer Service Rep attempted to review some perimeters with [redacted] to understand if there was more to the situation she described to best understand why Kimble did not service her on December 11, 2017.  During that conversation, [redacted] became very upset, screaming, and raising her voice repeatedly over the telephone.  As the Customer Service Rep tried to handle the call with [redacted]y, [redacted] repeatedly asked for a supervisor/manager; at one point, she refused to continue to discuss the situation with the Customer Service Rep, noting to her that she did not want to discuss her account any longer with the Rep.  During the call, [redacted] noted she should get an entire month of service free. The call was transferred to the Manager of Customer Service.  At the time of the transfer, [redacted] was still very irate and identified to the Customer Service Manager that she did not want to hear excuses for the miss and that she felt the driver was not doing his job.  She felt since she upgraded to using a Kimble tote, and the driver did not have to get out to pick up her trash bags, she felt he just did not want to take the time to pick up her tote and empty it.  The trash truck that is used for [redacted] route has a robotic arm that is used to pick up the Kimble tote. At the time of the call with the Customer Service Manager, it was identified that further details would be reviewed and a call would be made back to [redacted] with further resolution.  The Customer Service Manager reviewed [redacted] account in more detail and identified that [redacted] had been missed two times in the past 4 months (November and December 2017).  Those misses were a result of the driver noting the customer’s container was not out.  One of those dates being 12/11/2017.  It was also discovered that it has been the same driver throughout her pickups (before and after this customer upgraded to using a Kimble tote).  This information was shared with [redacted] during the call she had with the Rep. The Operations team did a review with the driver, and the driver noted that this customer’s tote was not out upon his arrival on December 11, 2017.  Our procedure is that if the customer’s pick up has been identified as a customer not having their container out, a driver is not sent back to service the location.  Kimble advises the customer to hold until the following week.  This is identified in our T&C’s on the back of the Kimble invoices.  [redacted] would have received several invoices with this information. Given the irate nature of [redacted]y, the Customer Service Manager gave a courtesy credit for the NTO of December 11, 2017.  Later in the same day of [redacted] calling (December 12, 2017), the Customer Service Manager called [redacted] advised to call as the number listed on her account.  A message was left to what was discovered and that a courtesy credit was given to her for the inconvenience.  A reminder was also left on the message to ensure the tote is visible for the driver to be able to pick up her trash and that [redacted] should see the credit on her next invoice. Late that same day, December 12, 2017, [redacted] called back in to the Call Center; the same conditions were reviewed with the customer as was in the original call earlier in the day.  [redacted] became very upset that a credit was given to her; she wanted the driver to come back out.  A different rep that took the call noted to [redacted] that the credit was given and that we would not be coming back out.  We would pick up her additional items in her next scheduled pick up.  [redacted] used profanity in the recorded call and hung up on the Customer Service Rep. The call recordings were pulled from discussions with this customer on December 12, 2017.  With the above information, we feel we have honored [redacted] original request for a credit.  Also, at the time of the discussions with [redacted]y, we honored her request to move her service level back to a bag service level, as she had requested in the afternoon call she made on December 12, 2017. We apologize that [redacted] feels she has not been serviced in accordance to her current service levels.

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]1 has been credited for the $10.64 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 closed. Tell us why here...

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 30 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 conditions. We 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 day. On 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 account. On behalf of [redacted]’s complaint and points of missed service, Kimble Companies will cancel his services effective January 16 2018.  Monies will be refunded in accordance to his service levels as he has requested. Again, 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’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:1.      We received a...

call from this customer [redacted] on April 11, 2018 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, 2018.2.      On April 12, 2018, this customer [redacted]) 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, 2018 (next day).3.      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. 4.      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.5.      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 #5.  We certainly apologize for the miss and any weather related conditions that may have prevailed after the miss of trash pickup on April 11, 2018.[redacted]Kimble CompaniesCustomer Service Manager3596 St Rt 39 N.W.Dover, OH  44622**  [redacted]
**  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint I[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]