Rittmanic Building & Architecture, Inc.

Customer Service at Kimble Companies has reviewed this account and the below has occurred:   April 12, 2017 – Kimble Sales Manager called and talk to [redacted]. They discussed the issues and determined that the container was already removed on 4/12/2017. Sales Manager noted that he would...

arrange for a credit to offset the cost incurred verses the services received. Mr. Butler was happy with the resolution; [redacted] noted he would call and withdraw the Revdex.com complaint. Kimble Sales Manager has emailed [redacted] his contact information so that if [redacted] has any additional issues, he can contact him directly.  Sales Manager committed that if driver did not take all of the trash to let Sales Manager know and he would arrange to have someone to pick up what was left. April 12, 2017 – Kimble has refunded [redacted] $100 for the commercial container; as well, Kimble has credited the $6 late fees for this container/payment history.  Account balance is $0 – zero dollars. This issue should be considered resolved and it should be closed. 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.
In rebuttal from Kimble’s response: I have not been able to explain the problem with the glass because I did not get to speak to someone. I did receive a phone message that old me “a little trick is to call between 7:00am and 8:00am.” My second email to them was responded to asking my address, this was only after I submitted my grievance with Revdex.com. There was no apology for my experience with the glass or asking when I would like service cancelled. There was nothing for Kimble to see if they sent someone for a site visit. My neighbor had to clean it up. I have arranged my pick up with another company. Please cancel service with Kimble as of the day of this incident. If they had enough people to answer their phones this might not have happened.
Regards,
E[redacted]

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.The facts of your response are inaccurate. I was told by a customer service representative on 12/21/17 that someone would be sent that evening. I continued calling and found after multiple attempts [redacted] refused pick up. The Trash was at the toys the evening before the scheduled pick up. I requested on 12/22/17 to speak to [redacted] I was told during 3 calls with customer service he”was on break” which prompted the online complaint. When [redacted] called me back later in the evening he told me he infact was not on break at all and was unsure why I was told that. He stated “I was just busy.” I [redacted] canceled the service not a [redacted] I make and was present for any and all calls made. Me [redacted] stated while on the phone my Trash per his “video” was not at the road 2 weeks in a row. This is also inaccurate. The week prior it was picked up. When I told his this he stated “oh the drive must have made a mistake.” This is why I once again brought up that perhaps the driver made a mistake for a second week. Between the lies from the customer service, [redacted], and the driver you all should be ashamed of yourselves. You are all over social media and city pages for your lack of Trash pick up over the last 3 weeks. I stand firm that my Trash was at the road the evening before scheduled pick up. Shame on you for taking advantage of someone, and lying. Apparently you need that little bit of money more ham I do. I can see why. I am happy to have parted ways with you. I will never do business wih you again. 
Regards,
[redacted]

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 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 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. 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 her needs.

Customer Service at Kimble Companies has talked with this customer [redacted]) this morning – August 30, 2016, and we have walked through her concerns over recent service issues.Her account [redacted]9 has been credited for the $3.07 given her concern over recent service...

issues.  [redacted] has indicated she is aware of this resolve, and that she will contact [redacted], Customer Service Manager directly if there are any ongoing issues.  [redacted] was notified that our Operations team is aware and they will be monitoring her account to ensure there are no further service issues.This issue should be considered resolved and it should be closed. Tell us why here...

Customer Service at Kimble Companies has reviewed this account and the below has occurred: March 14, 2017 - Custome[redacted]) called regarding a Missed pick up.  We advised the customer that his stop was marked NTO at 16 feet (No Trash Out) by the driver. NTO means that a customer did not...

have their trash out on the designated day of pick up at the time the driver arrives at the specific stop.  If a driver has marked a stop as an NTO, per Kimble’s T&C’s (back of customer’s invoice), Kimble will not be able to collect customer’s trash until the next scheduled collection day. Kimble notes for the customer to have their trash at the curb or designated pick up point the night before their collection day. March 14, 2017 - Custome[redacted]) was advised of the NTO policy.  Customer then noted he would deduct 25% of his bill because Kimble did not pick him up. Customer then asked for a supervisor because he insisted that his trash was out and that Kimble’s driver was not being truthful.March 14, 2017 – Customer was escalated to the Customer Service Manager.  Customer Service Manager talked with [redacted] as an escalation and to review the customer’s acct situation.  Customer Service Manager reviewed situation with Kimble’s Operations team, and Customer Service Manager asked for a ONE TIME courtesy pick up given customer was marked NTO.  Operations indicated they were going to be in this customer’s area on 3/15/2017.  Operations agreed to do a courtesy pick up.  Operations had asked the Customer Service Manager to reinforce with the customer that we strongly recommend that Kimble’s customers have their trash out the evening before.  Customer Service Manager advised customer, and customer agreed/indicated he understood and that he did have it out the evening before.March 15, 2017 – A courtesy pick up was done at this customer’s site by Kimble’s Operations team.March 21, 2017 – Custome[redacted]) called in again noting that he was not pick up.  After a review of his account, a Customer Service Rep advised the customer that the driver marked his stop as an NTO at 36 feet.  Customer was advised that the Rep would check with Operations to see if they could do another courtesy pick up.March 21, 2017 – Operations responded that they would not do another courtesy pick up given we had already done one the week before.  Again, it was reinforced to the customer to have his trash out the evening before to ensure that his trash did not get missed.Customer Service Manager will agree to give a credit for the NTO of 3/21/2017; the credit amount for that one week NOT will be $2.73.This issue should be considered resolved and it should be closed. Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[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 pay Kimble to pick up trash every week.  I understand there can be delays due to weather and holidays.  Delays do not mean my trash is not picked up every week since I pay for that service.  I don't pay Kimble for them to tell me sorry but hold your trash for 2 weeks since we did not get to it.  Not my fault they did not pick up the trash but they still want me to pay for them not full-filling their commitment that I pay for.  Most business at a minimum would credit your account if they don't full-fill their commitment but I guess Kimble does not follow that business model and they want you to pay no matter what.
Regards,
[redacted]

The company has reviewed the complaint of the customer and has addressed the concern via telephone with the customer.  The policy of Kimble which is printed on the back of the invoice mailed out to customers states "No Refund.  Billing is done in advance and on a quarterly basis and NO...

REFUNDS are provided in the event service is cancelled prior to the end of the period identified on this invoice.  Kimble will provide services through the end of said period."   The response to the customer indicates that we would be glad to provide service through the paid quarter however, in this case the company is going to issue a refund of the remaining balance outside of company policy back to the customers credit card.  It has been stated the customer must allow 3-5 business days for the refund to show back on statement.

Customer Service at Kimble Companies has talked with this customer [redacted] on October 1, 2016, and we have walked through his concern over recent "move of service address" issues.  We now have transferred his service to his new address at [redacted]...

[redacted]This issue should be considered resolved and it should be closed. Tell us why here...

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  Our records show that call was made 2 U on February 27th. U state that we gave a cancellation date of 3/2/2018, that is incorrect. We gave a cancellation date of March 1, 2018. U stated that U would schedule the tote 2 be picked up on 3/2, our last pick up day for the billing cycle. We explained during this conversation that we would have no access property after March 1st, your choice was to wait.U stated that U attempted to pick up your toter on March 2 and March 16th. This is incorrect. Our neighbor seen your truck dump the toter&set It back on the curb on March 2nd. We the customer, advised U that we placed your toter at the curb for U 2 pickup, this was never at issue.  U state that your customer service rep explained 2 us during our phone conversation on April 17th that at the time the trash service was cancelled the trash toter would be picked up. This is incorrect, as our wishes were 2 cancel services as of March 1, 2018, instead, your truck dumped the trash on our regularly scheduled pick update and sent a truck to retrieve your toter 13 days later, on March 16th, 2017. U failed 2 mention your customer service rep explained that U have to schedule a DIFFERENT truck to pick up toters. On May 3, U state that U called [redacted], as a courtesy, regarding the location of your toter. U also mention that U were told there are neighbors who are thieves close to the property that is the truth. Another reason why we tried to have the toter picked up on March 1, to no avai. Again, U failed 2 mention that [redacted] was advised by U during that call that U have 2 schedule a special truck to pick up your toters. We did all in our power to assure your property WAS returned to you, but U did not.Regards,[redacted] and [redacted]

Kimble Companies response 05/14/2018: After an additional review, Kimble Companies will agree to declare the $100 the customer owes for the non- return of the Kimble tote as a bad debt write off.However, should the customer consider to restart services in the future with Kimble Companies, the customer will be required to pay the $100 non-return tote fee prior to restarting any new services with Kimble Companies.We thank the customer for being a valued Kimble customer.

Customer Service Supervisor at Kimble Companies has called and left a message for this customer to return a call.  ([redacted]) on October 3, 2016.  Customer did call Kimble back on October 5, 2016.  Customer Service Manager called this customer on 10/10/2016 and...

left a voice message that based on customer’s request through the Revdex.com for a refund for cancellation of services (and that Kimble does not service in her new address location), Kimble will refund her monies.  Information was left for [redacted] on the voice message that Kimble Companies T&C’s are on the back of her printed invoice which identify NO Refunds and details to why refunds do not occur.  Customer Service Manager left her name and number, and she also noted that she will process the refund today – [redacted] should see it in about 6-8 weeks. This issue should be considered resolved and it should be closed. Tell us why here...

Customer Service at Kimble Companies has reviewed this account and the below has occurred:   May 2, 2017 – Customer called and discussed with a Customer Service Rep that he was putting the recycle to the curb and the driver drove by (he noted that he was actually walking down the driveway...

waving his hands to the driver as the driver drove by).   The Customer Service Rep advised that he would need to hold until the customer’s next pick up as his recycle was not at the curb at the time of the driver’s arrival.  Customer stated he would find another company to pick up his trash and recycle.May 3, 2017 – the Customer Service Manager pulled the call from this customer (330-352-1742 at 12:18pm) and reviewed the discussion.  The customer acknowledged that he did not have his container out at the time the driver arrived to empty his recycling container.  Customer noted he was walking up the driveway with his container when the driver drove by without stopping.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.As a result of the customer not having his container out at the time of the driver’s arrival, there are no credits issued.As a side note, 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.  This was also explained to the customer and the customer acknowledged that he understood the safety issues. This issue should be considered resolved and it should be closed.

The company has reviewed this complaint and has determined that we will credit off the invoice for resolution.  Recently Kimble Company was awarded a contract with [redacted] and provided a list of names to provide services to from [redacted] village.  Thus, we delivered containers for...

easy collection.  We will schedule for removal of the Recycle container and credit off the balance of this account.

[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  12/1/15 for the business to perform this action and, if it does, will consider this complaint resolved.It would have been appropriate to have received some acknowledgement and apology from the company for the aggravation this situation has personally caused me.
Regards,
[redacted]

The company has attempted to reach the resident in regards to request to do a final pickup as they have recently made a payment on the account.  We have left a message offering a 1 month credit towards service waiting on response from customer.

Respond to Complaint:  10/02/2017 This is a reply to the customer’s concern dated 9/26/2017, ID number [redacted]  We certainly apologize that [redacted] is dissatisfied with the services offered at Kimble Companies.  Since receiving [redacted] concerns, we have made several attempts to...

reach [redacted] by telephone of which we have been unsuccessful.  We have also tried on those several occasions to leave a voice mail for [redacted] to call back an Operations Supervisor to review his ongoing issues, understand more about his concerns, review a map of his area, his trash can placement, as well as other items to be able to determine a best of course of action to resolve the ongoing issues with both Kimble Operations team and the driver.  Unfortunately, when we attempted to do so by calling [redacted], there is no voice mail active to leave a message.   With respect to [redacted] comments about the robotic arm that picks up the garbage can and its efforts to keep beating the plastic can on the side of the receiving receptacle.  The robotic arm is the mechanism that swings outs, lifts the container, and dumps trash and/or recyclables into the compactor bin. The robotic arm ensures to the best of its ability in this repeated motion, that there is nothing left in the trash can.  At times, it may require a couple of additional repeated like motions to complete the emptying of the contents.   And, we apologize for any extended long wait times [redacted] has experienced.  Given our increased volume, our customers may experience longer wait times on certain days of the week. Tell us why here...

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. The account was paid only due to the fact of it would be reflected on my credit. As for good faith in trying to solve the issue is null and void. I was told on multiple accounts that for September and October the months they charged me for the $20.95 due to supposedly picking trash up from my residence, I was told my agent that the papers filled out by the drivers stated no trash was out. But when transferred to management and after management checked with collections they provided dates again that were conflicting with the agent stating the drivers papers showed no trash was out. But yet the dates provided were also all different days, not consistent days. So I am not sure how that would work. Were the calls pulled? No. Did they look at my account against my neighbors for trash pickup? No. Dates were thrown out, conflicting all party's involved with Kimble company.  Kimble is not about customer service, they are only out to collect money, not service customers or review accounts or help customers. They could care less about the customer. The customer is always wrong with this company. So yes I did pay the 20.95 to not have this reflected on my credit and that is the only reason. Because after reviewing our security tapes of the dates provided there were no kimble trucks on our street let alone trash sitting outside. So tell me, how did they pick up trash? Kimble is a company I will never do business with and I have begun spreading the word about the multiple issues we have encounterd. When you have video reference its hard to go by Kimble saying they did this and that when its strictly a lie.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

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.
We used Kimble 4 trash removal since at least 2011. 4 at least 7yrs, we OWED bills & we paid them. We do NOT owe 4 your negligence in picking up your property in a timely manner. We did all required of us 2 return your property, & had U explained that it would take weeks for U 2 pick your toter up, we would have BROUGHT it 2 you. We do not accept that should we ever have no choice other than 2 use Kimble, we will owe $100 that we do not owe U. The reason is your monopoly, as shown in the attachment, an article from The Daily Record, dated 8/23/2016. This should not be written off as “The [redacted]’s bad debt write off”, & then collected a second time if the [redacted]’s should ever have 2 use Kimble monopoly again. (Double dipping) It should be written off as a business loss due 2 bad company practices.

This customer just resumed services when driver attempted pickup on Monday the road was flooded making address unserviceable however an attempt was to be made back out on Tuesday.  The road was again blocked and sheriff we were unable to drive on roads.  A pickup truck will be sent to...

service this location on Thursday.  Spoke with [redacted] and stated if it is not picked up expects full refund.