Rittmanic Building & Architecture, Inc.

Kimble Company was awarded the Contract with the City of [redacted] and this customers address was listed as Vacant on the list provided by the City.  It has since been updated to active, this customer received their Recycle Tote and has been being serviced on a weekly basis by Kimble.

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I offered photographic evidence that the driver was lying about the NTO code put into the system. I would like to know what is considered enough evidence to consider that the driver is lying? Perhaps cameras, not just GPS, should be put on the trucks. I would suggest that the business is upset having lost the business in the [redacted]t to a lower bid, and is therefore not inclined to provide normal customer service. However, this is not my concern. I would urge the business to review all NTOs on my account and see how many times I've actually complained about my services. I have better things to do than complain about trash pick up. This has become more of hassle than it's worth, but at this point it's the principle
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

This is a reply to the customer’s concern dated 1/19/2018, 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] pickup day is normally Thursday, but her trash would have been serviced on Friday during the two holiday weeks noted above (Friday, December 29 and Friday, January 5) of which we show work completed. 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 these inclement weather conditions which may precipitate rescheduling routes to another day. Kimble Companies did receive service inquiries from [redacted] of which the Customer Service Reps advised that given the weather and road conditions, our Operations teams were working diligently to get her area serviced as the weather and road conditions would allow. We had notified our Operations team of [redacted] concern; her service area is back on its standard schedule and it appears that she has been serviced this week.  We do advise our customers, given the conditions and possible reschedules, to put out all of their items as the Kimble drivers will pick up all items that are set out. As a courtesy, a credit has been applied to [redacted] account.  The T&C’s on the back of our invoices, of which Ms. Humphrey would have received, identifies Weather related conditions.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [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.I understand they lost their contract but they only provided service three times the driver never picked up on the 14th and had to wait till the following week and was missed the week after.. the container is sitting waiting to be picked up I do not want or need the container it was only used for one pick up anyway and to have to absorb the cost of the container is nonsense.  Kimble entered a contract with [redacted] and a separate contract with me.  I was never informed of the cancelation of service until I had to call in to complain about trash not being picked up.  just poor customer service, I can see why they lost the contract now 
Regards
[redacted]

We will honor [redacted] request for the 1/12 of his quarterly bill as a credit.  Given we have already credited $2.73, the total amount of the 1/12 would be $3.02.  We have credited the additional $.29 to his account.This issue should be considered resolved and it should be closed.

The company has reviewed the complaint of the customer and has been called by the customer service manager.  A tote is being delivered today.  Customer states if container is not there by 5pm he wishes to cancel account.  Explained will review practices and conversations that have...

transpired with asking for a supervisor.

Customer Service at Kimble Companies has reviewed this account and the below has occurred:  We show no record of this customer’s call complaint to us for this incident on May 31, 2017.  We show that we serviced this customer on May 30, 2017 given the holiday week pushes out our customer’s...

collection days by one day.  In this case, this customer’s pick up day was May 31. In our additional research, we found an e-mail sent to us from this customer on June 5, 2017 of which we responded.  She noted she wanted to talk with a Customer Service Rep.  She did not indicate a reason.  A Customer Service Rep responded to this customer on June 8, 2017 (AM) asking how they could assist her.  At that time there was no mention of a broken glass situation. This customer responded on June 8, 2017 (late PM) and noted she would like to discontinue service. She indicated that the incident with the glass and the inability of getting her calls answered have brought this decision. She indicated she was very disappointed in our customer service changes and that between the glass situation and not being able to reach a customer service rep, she wanted to cancel her services. A Customer Service Rep reached out to her again on June 9 (AM) apologizing for her experience, asking for this customer’s information (street address) and when she would like to cancel her service. To date, we have not heard back from this customer with any additional communication. At the time the customer indicates the incident occurred, there was no issue raised to have had Kimble Operations do a site visit and/or review the situation to assess any possibilities of an issue. If this customer still requests us to cancel her account, we can do so – effective as of the previous communication the Customer Service Rep was having with her.  Per our T&C’s on this customer’s invoice, if cancellation occurs in the middle of the quarter, there will be no refunds issued. To date, it appears we are continuing to service this customer on a weekly basis as per her regularly scheduled collection day. Tell us why here...

The company has reviewed account and due to another hauler taking on the contract in the area Kimble is no longer servicing the area.  Kimble will be out to remove trash container on Thursday, July 30.  We have also issued a refund for the amount of time that was paid up front in the...

amount of $36.42.  A check was sent on July 10.

The company has reviewed the complaint and has contacted both the original owner as well as current owner to remove trash containers.  A credit was issued to the original owners account and there is now a balance of $0.00 owed to the customer.  An invoice showing there is no further...

balance s being forwarded to the new billing address.

The company has reviewed the complaint and the amount of the proration from cancellation is $30.07.  A check will be issued for the reimbursement of unused service and should reach consumer within 7-10 business days.

Customer Service at Kimble Companies has reviewed this account and the below has occurred:   December 21, 2016 – our records indicated from the Kimble trash driver that the customer did not have their trash container out; as is Kimble’s policy when this occurs, we do not authorize our driver...

to go back and pick up trash for a customer’s container that was not set out by the customer.  We advise our customers to hold until their next scheduled trash pick up date.December 28, 2016 – it was reported by the customer that their trash was missed.  A Customer Service Rep entered a missed pick up schedule for the Kimble trash driver to go back December 29 to  pick up this customer’s trash.  Due to the weather conditions, this was rescheduled for a missed pick up scheduled for Saturday, December 31.  It appears that this trash has now been picked up.As far as this [redacted] request to have her neighbor’s trash picked up, for confidential reasons, we are not at liberty to review and/or discuss her neighbor’s trash or pickups.  We suggest [redacted] advise her neighbor to call us at [redacted] and talk to a Customer Service Representative.  We would be more than happy to review with her neighbor, her neighbor’s account/issue.We have reached out to [redacted] and we have given her account, [redacted], a week credit given the above situation.  A Customer Service Rep reach out to [redacted] on January 4, 2017 to update her to this resolve. This issue should be considered resolved and it should be closed.   Tell us why here...

Respond to Rejection from Complaint:  06/27/2017: We certainly apologize for any inconvenience you believe was caused by Kimble Companies.  As stated previously, we show no record of this customer’s call complaint to us for this incident on May 31, 2017 to be able to review/assist in the situation described by the customer.  We show that we serviced this customer on May 30, 2017 given the holiday week pushed out our customer’s collection day by one day.  In this case, this customer’s pick up day was May 31.   Per your request, we will cancel your services effective today, June 27, 2017.  Please keep in mind, per our T&C’s, there are no refunds given your request to cancel services in the middle of a quarter.  It appears you have paid through June 30, 2017.  We wish you the best of luck with your new hauler. Tell us why here...

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

Customer Service at Kimble Companies has reviewed this account and the below has occurred: In a review of the account, Collections has agreed to notate the account as the final balance owed for the month of December 2016 and write off the monies that this customer owed.This issue should be considered resolved and it should be closed. Tell us why here...

The company has reviewed the complaint filed and reached out to our operations team.  The resident did call and speak with a driver supervisor in regards to the mess left behind.  Supervisor explained to the resident that in order for us to pick up must be properly bagged and not torn open...

upon arrival.  Supervisor also advised that once it was properly bagged we would be glad to return and pickup.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
1) I understand Kimble's safety regulations, but I would have walked the ten feet with my trash can across the street for the driver if needed, so he could empty my can. 2) Kimble did not address my other complain about the driver's disregard for stop signs in a residential neighbor and therefore must not be too concern with safety.3) I understand that every service company has complaints, but it is how you handle them it what makes your company a success (customer satisfaction). Stopping at my house to give me a couple seconds to deliver my trash can to the driver may not be in their company policy, but it's a common respect issue to a loyal customer who has already prepaid for a service. Not even an apology for the driver's lack of common decency or unsafe driving methods, only an apology that they couldn't send another truck to pick up my can. 4) I tried to put my can out the night before but the wind kept blowing it over. So I assume next time the driver will pick up the trash all my yard and my neighbor's yard?5) If Kimble would have offered another driver to pick my can for additional fee, I have accepted the offer but none was made.
Regards,
[redacted]

Dear Revdex.com,I serve as legal counsel for Kimble Recycling & Disposal, Inc. aka J&J Refuse (“Company”).  I appreciate the opportunity to respond to Consumer Complaint #[redacted] and thank you for your assistance in mediating the instant dispute.  The Company strives...

to provide a high quality service and be a responsible neighbor in the communities that it serves.  Unfortunately, disputes arise which remain difficult to resolve due to a variety of factors outside of either parties’ control. The Company is a privately held and family owned refuse and sanitation hauling company in North Eastern [redacted].  On August 31, 2015 a Company collection truck traveled to [redacted] Street to pick up refuse in accordance with its normal collection practices. According to Google Earth the posted speed limit appears to be 25mph and the lanes are not marked.  Company trucks are equipped with GPS monitoring which indicates at or near the time of this accident the subject truck was traveling between 15 and 20 mph, which would be within the applicable posted speed limit.  The collection truck picked up the refuse on the street and left.  Later the Company received a call that it had allegedly missed the refuse set out by Mr. and Mrs. [redacted] at their residence located at [redacted] Street, [redacted].  At their request, the truck returned to their residence although there were no other stops to pick up on this street.  Later it was learned that the refuse for Mr. and Mrs. [redacted] had been picked up correctly and Mrs. [redacted] had requested the truck to return by mistake.  During this return trip the truck was struck by what appears to be a low hanging utility line.The [redacted] Administrative Code at 4901:1-10-06 requires electric and power lines to be 15.419 feet off the roadway.  [redacted] Revised Code §5577.05(C) requires vehicles to have a height less than thirteen feet six inches.  To the best of my knowledge, it is not disputed that the truck involved in this incident is under 13'6 feet tall.   Company drivers have a tremendous responsibility in operating their trucks on public roads in a safe and conscientious manner.  The Company takes this obligation seriously and its drivers are routinely watching the road to ensure they avoid all accidents with pedestrians, children, animals, autos and property. Additionally, since this was a return trip to the [redacted] residence the driver would have also been searching for their address in order to locate their refuse for pick up.  The Company is certainly sympathetic to the [redacted]’s plight, however there are a number of accidents that occur on a regular basis that are simply not actionable by either party.  This is due to the law requiring more than causation to justify the award of damages in a negligence claim. Rather, a party must have been acting outside the appropriate standard of care, in this case as a reasonable prudent person.  Without knowledge that  the subject line was too low, and taking into consideration its operation of a truck of lawful height, my client did not breach its standard of care.  Upon learning of the event the Company operations supervisor inspected the truck and home and concluded that the line was below the legal limit and therefore the driver was not at fault.  This was based on discussions with the driver and a site view and inspection of the accident area.  Mr. and Mrs. [redacted] subsequently filed a police report that identified one eye witness.  Mr. and Mrs. [redacted] also sent correspondence to the Company indicating they disagreed with this analysis.  They indicated that they believed the Company was at fault because the mechanical arms on the truck must have been up in the air to strike the line in question.  Upon receiving the complaint the Company initiated a follow up investigation to again evaluate whether the driver was at fault in this incident.  The eye witness was interviewed and when asked if the arms on the truck were up, he indicated they were not.  This discussion indicates that the wire must have been below 15.419 feet as the only way the truck in question could have struck a line of lawful height would be if the mechanical arms and bucket were in the air.  In addition to the eye witness testimony that this did not occur, it is also logical because the truck in question was returning to the [redacted] residence and thus would not have been in the process of dumping its bucket while traveling down the street to this one stop.This eye witness conversation was relayed to Mr. [redacted] along with advice that the investigation was still pending as the Company attempted to review any available pictures of the truck in question.  Mr. and Mrs. [redacted] responded by filing the instant complaint and threatening a lawsuit because they do not believe that the eye witness informed the Company that the arms were not in the air.  Despite receiving this response my client has advised Mr. [redacted] that it will continue to investigate the matter in good faith and in an effort to reach an amicable solution with all parties.  Specifically, since the entire dispute appears to center upon whether the subject driver had the mechanical arms up along with his bucket, the Company has requested the eye witness to sign a written statement confirming what he in fact saw.  This is a very common underwriting practice used by insurance companies to appropriately document their investigation.  Unfortunately to date the witness has not returned two phone calls, likely due to a hectic work schedule.  The Company remains committed to rectifying any negligent acts it commits.  Unfortunately to date it has not been able to find evidence of negligence in this matter.  The driver and the only eye witness indicate the mechanical arms were not upright.  Mr. and Mrs. [redacted]’s argument as to liability is based solely on the fact that the truck passed safely under the wires earlier, and therefore the mechanical arms must have been upright to strike the wire on its final approach.  However, there are a number of potential catch points on the top of the truck at issue, and the wire will only be caught when the wire is caught by a specific catch point.  On prior passes, the wire may just have easily bounced off the truck catch points or avoided the catch point altogether.The Company is committed to providing exceptional customer service and resolving complaints in a responsible manner.  In the instant case the evidence evaluated to date does not identify fault on behalf of the Company, and as a result the Company cannot assume liabilities for events that it is not responsible to assume.  However, in a show of good faith the Company has not closed the claim but continued to pursue an investigation aimed at identifying and clarifying what appears to be the only disputed fact, whether the mechanical arms were up in the air.  The Company believes the multiple efforts at investigating and resolving this matter evidence that the Company is committed to being a responsible business and upholding the ideals reflected by the Revdex.com.    I thank you for your time and consideration in this matter. [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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] 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,
[redacted]

The company did address the issue presented with the customer.  The operations manager contacted resident in regards to the holiday is not an observed holiday to delay the trash service for residents.  The holidays that will cause trash service to be delayed by 1 day are New Years Day,...

Memorial Day, 4th of July, Labor Day, Thanksgiving and Christmas.  The service is delayed by 1 day from the holiday so moving forward the next observed holiday is Thursday, November 26.  All service will stay the same for pickup on Monday, Tuesday and Wednesday however Thursday trash will be picked up Friday and Friday trash will be picked up on Saturday.

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]...

[redacted] pickup day is normally Monday, but her trash would have been serviced on Tuesday during the two holiday weeks noted above (Tuesday, December 26 and Tuesday, January 2) of which we show work completed. In addition to the holiday timeline as noted above, unfortunately, we have had some routes that have been impacted due to the inclement weather conditions. We apologize for any inconveniences this may have caused, and we have 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 (as [redacted] noted she received one of those calls).  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 day. Kimble Companies did receive a service inquiry from [redacted] today (January 11, 2018) regarding her pickup timeline.  [redacted] noted she received a call recording from Kimble Companies to have her trash out and that we would pick it up, but that she had not been serviced today.  The Customer Service Rep that she spoke with noted he would reach out to our Operations team to advise them of her concerns but that weather conditions have had a tremendous impact on rescheduling of routes.  [redacted] became verbally abusive and hung up, disconnecting the call. We have notified our Operations team of [redacted]’s concern; she is on a schedule to be serviced this week in accordance to the weather conditions for surrounding areas that permit our Kimble team to do so.  We do advise our customers, given these conditions and possible reschedules, to put out all of their items as the Kimble drivers will pick up what is set out. Tell us why here...