ComplaintsforKimble Company

• Initial Complaint

  06/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our service contract with Kimble ended on May 1, 2024. To date, the garbage and recycle bins are still sitting in our driveway awaiting for Kimble to pick up. We are almost nearing 7 weeks for this company to pick these bins up. I would like this company to send someone this week and get this resolved so our account is completely closed out. Thanks.

  

  Business response

  06/19/2024

  We apologize for the inconvenience of the carts not being removed in a timely manner.  Confirming that our cart team was able to remove the carts on June 18th.  Your account with Kimble is now closed.  If there are any further questions or concerns, please do not hesitate to contact us at *************** Ext. ****.  Thank you ! 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Kimble has consistently hiked prices each quarter so I finally emailed to cancel. They have refused to cancel and kept ignoring my emails passed the due date. I should not be charged any more money since I first reached out to them before the bill due date. It is not my problem that they refused to cancel trash service. They need to come and get their trash tote and not contact me again. And they can forget about my support when the town goes to single trash haulers.

  

  Business response

  06/03/2024

  Thank you for the inquiry, *** ********  We are showing you contacted Kimble on May 9th, regarding a bulk request.  You then emailed Kimble on or around May 28 and we returned the call on May 28th to contact us regarding your cancellation request. After further review your account with Kimble was cancelled on June 1, 2024, per your request.  There is no further balance due on your account.  The cart will be removed the next time in the area.  Please leave visible near the property, not at the curb, for removal.  Also, with regard to the increases you mention, your prior increase was June 1, 2023.  The different rates you were seeing was the fuel surcharge that fluctuates quarterly.  If you have any further questions, please feel free to contact Customer Service at *************** **** *****  Thank you for being a valued customer of Kimble Recycling & Disposal, Inc.  

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sold our home and it was recorded with the auditor on 12/19/23. Cancelled services with Kimble trash. Kept the trash cans at the end of the driveway like we were told. It’s now 3/12/24 and I received a bill for $200 because the trash cans weren’t turned in. We haven’t lived there for almost 3 months. They said they went by to pick them up on 1/3/24 and in February but they weren’t there. Kimble told me that the new owners don’t have their service. I did what I was supposed to in leaving them at the end of the driveway. It’s not my home and not my responsibility that they weren’t picked up. Spoke to a representative and their supervisor. Supervisor said it’s still my responsibility because they’re “lost/stolen” This is robbery.

  

  Business response

  03/14/2024

  The terms & conditions of service are stated on the back of each quarterly invoice states:  

  "Totes. If a tote is provided it is the sole property of Kimble and may only be used for trash picked up by Kimble. Customer agrees to pay $100 for any lost or stolen totes or damage to the tote except when caused by Kimble, and additionally, Customer shall submit a claim to Customer's insurance for the $100 value of the tote. Totes must be returned to Kimble in good condition less normal wear and tear. Customer is responsible for damages caused by improper use such as loading with rocks, sod, paint, solvents, gasoline, oil or hot materials.
  Customer is responsible to maintain the tote, including cleaning, and totes will not be replaced due to smell. Call Kimble for removal or replacement of a tote. 55- gallon drums will not be emptied. It is Customer's responsibility to ensure it has a proper trash can. Personal trash cans are used at Customer's risk and Kimble is not responsible for damages to personal trash cans, absent its gross negligence or intentional misconduct."

  *Customers are advised when cancellation is requested to leave visible from the road, but not at the road.  We attempted to remove the carts on several occasions, but they were able to be removed.  While attempting to remove the carts, we left notifications at the property that we were attempting to remove without any communication in return. We will be attempting one final time.  If the carts, with the serial numbers that are assigned, are removed we will credit the account for the fees.  If they are not able to be returned, the invoice would stand.  We will communicate to the account hold as to the result of the removal.   Any further questions, please contact Kimble Customer Service at 1-800-201-0005, Ext. 9404.  Thank you for allowing us to help resolve your request.  

   

  Customer response

  03/15/2024

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

• Initial Complaint

  11/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On September 6, 2023, we cancelled out service with Kimble Company. Our last day with them was September 28, 2023. We were told that they would pick up their trash bin within 4 weeks after service ended at the time of cancellation. At the 4 week mark we called because they haven’t picked up their can. They said to give them 2 more weeks. It has now been over 6 weeks and they will not give us a date that they will have this trash can gone. They say they can’t get a response from the team who collects the bin. It’s an internal team. We have been storing their equipment for over 6 weeks now and want it gone. We are told we have to either leave it out until they get it, or deliver it to their Canton facility with our personal cars. The service is horrible and at this point we are just storing their equipment for free.

  

  Business response

  11/15/2023

  It has been confirmed that the tote was removed on Monday, November 13th.  Please contact Kimble direct at 1-800-201-0005 with any further questions or concerns.  Thank you 

• Initial Complaint

  10/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A few years ago my husband’s vehicle was hit by a Kimble trash truck backing down our street. He pushed my husband backwards 20 feet or more before he actually stopped. The street is a cul-de-sac with a turn at the end. We were promised by Kimble that the trash trucks would no longer back down the street and if it happened we were to call them and they would instruct their drivers to not do it again. This is for the safety of drivers, children, pets etc. Another trash company has no problem backing down the street as well as larger delivery companies including furniture and construction companies. This Kimble driver has been backing down our street for the past 6 weeks at least. I have called each week and although promised someone higher up would call me back, I have yet to get a call back. The truck usually comes on Friday right about the time the elementary bus is scheduled to stop at our street. Last week he came two hours later but still backed down the street. This week he came a day late but his reverse beeper wasn’t working just constant noise on top of the truck engine. I want this to stop because we were promised it wouldn’t happen by the company when they hit my husbands vehicle and it’s a huge safety concern. No one else backs down the street just the Kimble Co trash truck.

  

  Business response

  11/03/2023

  We attempted to contact the customer but unable to leave a message.  We have a customer in the cul-de-sac that residents regularly park cars at the top of the area making it too small for the large truck to turn around.  We will continue to safely back down this road and service our customers as we do on many different roads we service.   Please contact Kimble with any further comments/questions regarding this matter at 1-800-201-0005, Ext. 9404.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Kimble for the last six months has not collected our garbage on the designated day of pick up. It was a hit or miss on a weekly basis that we had to endure with Kimble. They gave us one credit of $4.43 (weekly trash credit) but we had numerous other weeks that we had no pickup but just excuses from the company why they didn't pick up. I think we should be compensated for the weeks that we called in and Kimble did not pick up a trash but we know that will never happen. We finally canceled service and now we can't get them to commit to picking up their trash can. They hired a third party company to do this work. Well the third party company has no schedule for Kimble and the now Kimble is giving us excuse after excuse. We are sick and tired of all the excuses that Kimble is giving us. We want a resolution now for pickup of their trash can. Please help us. Attached is a word doc that further explains our situation for this claim. Hopefully it will help others in this situation like ours.

  

  Business response

  10/05/2023

  We have been in touch with the customer and have settled the account.  If there are any further questions or concerns, please contact Kimble Customer Service at 1-800-201-0005, Ext. 9404.  Thank you! 

  Customer response

  10/10/2023

  [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 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,

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

• Initial Complaint

  09/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our service with this company is anything but consistent. We have on several occasions missed a pickup, or had delay on service without any type of explanation. Calling customer service never resolves any issue, and only offers further excuses.

  

  Business response

  09/18/2023

  Kimble requires the containers are to be 3 feet from the road as well as not blocked by other objects.  The driver has not been servicing two weeks prior due to it sitting behind mailbox last week the resident was advised he needed to fix issue, so when the driver got out of the truck to get container and realized they had yard waste in the container.  The customer has contacted the city as well and we informed the city of the findings to cover with the resident.  We have sent a recycling flyer with the guidelines as well as they are on the lid of the recycle cart for reference.  If there are any further questions or concerns, please contact the Kimble Customer Service Team at ************* **** ****.  Thank you for being a valued customer of Kimble Recycling & Disposal.  

• Initial Complaint

  09/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is my second complaint against this company. I filed a BBB complaint last year. Kimble is a garbage collection company that collects trash from my house. Every week I put my garbage can on my tree lawn and a truck picks it up with a robotic arm and while emptying it drives forward 10 feet or so, and then put it on my driveway apron. I’ve called the company as well and they told me they would handle it but this has been going on for over a year. The driver keeps putting it in my driveway.

  

  Business response

  09/11/2023

  Thank you, Mr. ******, for the information.  We are looking into this, and a Kimble representative will be contacting you.  Thank you 

  Customer response

  09/12/2023

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

  

  Business response

  09/15/2023

  We have spoken to Mr. ****** and have resolved the issue regarding collection.  If there are any further questions or concern, please contact us at *************** **** ***4.  Thank you for being a valued customer of Kimble Recycling & Disposal, Inc.  

• Initial Complaint

  08/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Weekly they are late picking up my trash weekly my trash can gets hit by cars and ends up in my ditch because it sits there forn24-48 hrs waiting on kimble to pick it up because they never show up on their regularly scheduled date. Weekly after the trash is emptied the can is left In the middle of the road and smashed and I have to go get it.

  

  Business response

  08/16/2023

  We have attempted to contact the customer on Aug 14th at 1:42p without success. We were able to leave a message regarding the situation and contact information to reach us back.  We are continuing to hire / train drivers which takes several weeks to ensure safety of the customers, drivers, and others.  We are providing weekly residential service so therefore no credits will be provided.  We have also communicated to the driver's supervisor on can placement to avoid the driveway from being blocked for easy access.  We appreciate your understanding during this time and will continue to grow to service you at the level that Kimble provides.  Thank you for being a valued Kimble customer.  

• Initial Complaint

  07/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We are a non-profit agency in the Canton community and our dumpster was set on fire which destroyed the lids, so the security bars cannot seal the can. We have been experiencing illegal dumping making it impossible for us to put our trash in the bin, so basically we are paying for others trash to be picked up. We are willing to pay for a new bin w/bars and requested this about 6 weeks ago. We were given days of delivery on multiple occasions and then it always gets moved. We recently spoke with Kristie this week instead of Scott and she stated that they are out of bins momentarily. I asked if there could be an extra pick up until the bins are in so that we can also dump our trash and she is requiring for us to pay for it. I feel that there should be some type of compromise. Of course, it was not their fault or ours that our bin got caught on fire, but we are requesting to pay for another to ensure that we don't cause health safety issues for those at our agency and to the surrounding animals. Once full people dig through it and leave all of the trash on the ground, and we have to go out and pick it up multiple times during the week. We are just asking for a compromise temporarily since they are unable to provide us with the bin that we initially paid for when we initiated service and are now in need of another. I am providing 3 options to be considered re: this complaint. 1. replacement of bin, 2. billing adjustment, 3. extra pick up. Thank you

  

  Business response

  07/31/2023

  We have been in contact with the company and believe a resolution has been reached.  If you have any further questions, please contact us at 1-800-201-005, Ext. 9403.  Thank you for being a valued customer of Kimble Recycling & Disposal, Inc.! 

*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. ↩